Orders and returns
All Lively phones come with a 30-day return policy; however, you must have used fewer than 30 minutes of total talk time. You will still be responsible for the first 30 days of service and any charges associated with its use.
Common questions
When you order on Lively.com, you'll receive an email confirmation that includes shipping details. Refer to that email for information on tracking your order.
If you need help, please call customer service.
Follow these steps to obtain your refund, regardless of where you purchased your Lively phone—even if you purchased your phone at a retail store.
To return your Lively phone:
Contact our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET., to cancel your account and obtain a return authorization number. If your phone was purchased from a retail store, it must be returned to that store and is subject to the store's return policy.
Approved returns must be shipped back at the customer's expense in its original box with all components and materials. The shipping charge is non-refundable. The Lively phone must be in “like new” condition to be eligible for a refund.
Refunds, if applicable, will be processed back to the party that paid in the same manner that payment was received. Please allow 21 business days for processing. You will be charged a $10 restocking fee.
Yes. Newly purchased products from Lively come with a 1-year warranty that protects against manufacturing defects. If your product fails within the first year and you think it may be due to a manufacturing defect, please contact Customer Service for assistance.
For information on our extended warranty, Lively Protection Plan, please contact Customer Service at (800) 463-5412.
Lively's 30-day return policy
If for any reason, within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee, if you:
Have not exceeded any Phone Usage Limitation (defined below); and
Return the phone/device in "like new" condition, as determined by Lively, in the original box with all components and materials
Shipping charges are non-refundable.
The activation fee is non-refundable if you:
Ordered a new phone/device without paying the activation fee
Exceeded any Phone Usage Limitation (defined below)
Activated two phones and are returning only one phone
Send a device that is not in “like-new” condition, as determined by Lively
Phone Usage Limitations:
Minutes Limitations:
Usage Limitation with respect to minutes means 30 minutes or less of talk time.
If you have used more than 30 minutes of talk time within 30 days from the date of purchase, but did not exceed your plan minutes, then we will retain the lesser of:
Your monthly minute plan service charge; or
35¢ per minute for each additional minute over 30 minutes
If you have used more than 30 minutes of talk time within 30 days from the date of purchase and exceeded your plan minutes, then we will retain your monthly service charge plus $0.35 per minute used over your monthly plan minutes allowance.
Data Limitations:
Usage Limitation with respect to data means 50MB or less of data.
If you have used more than 50MB of data within 30 days from the date of purchase, but did not exceed your data plan, then we will retain your monthly data plan service charge.
If you have used more than your data plan within 30 days from the date of purchase, then we will retain your monthly data plan service charge, plus 10¢ per MB used over your monthly data plan allowance.
Text Limitations:
Usage Limitation with respect to texting means 50 or less texts or picture messages.
If you have sent and/or received more than 50 texts or picture messages within 30 days from the date of purchase, but did not exceed your text plan, then we will retain the lesser of:
Your monthly text plan service charge; or
10¢ per text or picture message sent and/or received over 50 messages
If you have sent and/or received more messages than are included in your text plan within 30 days from the date of purchase, then we will retain your monthly text plan service charge, plus 10¢ per message sent and/or received over your monthly text plan allowance.
Need more help?
Give us a call
If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET.