Frequently Asked Questions
No. For prepaid phones, it’s the carrier network costs that are prepaid. Prepaid devices are tied to a specific network and carrier, while unlocked phones can be activated on any compatible network.
That depends on which carrier you’re using. Different carrier networks use different technologies for connectivity, and these technologies vary by region and country. Because each network is different, your device may not work across all carriers, or certain features may not work well (if at all).
NUU unlocked Android smartphones are compatible with major North American carrier networks, including T-Mobile, AT&T, Allvoi Wireless, Beast Mobile, Best Cellular, Boom! Mobile, Boost Mobile, Boss Wireless, Consumer Cellular, EarthLink Mobile, Gen Mobile, Google Fi, GoSmart Mobile, Hello Mobile, Kroger Wireless, Lycamobile, Mango Mobile, Metro By T-Mobile, Mint Mobile, Net10, Optimum Mobile, Patriot Mobile, Red Pocket Mobile, Republic Wireless, Simple Mobile, SpeedTalk Mobile, Straight Talk, Tello, TextNow, Ting Mobile, Tracfone, Ultra Mobile, UNREAL Mobile, US Mobile, Walmart Family Mobile and many more. Please check with your carrier directly for more information on their Bring Your Own Device program compatibility.
Absolutely! Depending on the model and price, unlocked Android™ smartphones from NUU are available with high-quality front and rear cameras, high resolution displays, speedy MediaTek processors, dual SIM cards, expandable microSD™ memory slots and batteries (with offering fast charging function).
Yes. Depending on the carrier network technology, unlocked smartphones offer the same connection speed and performance as locked devices.
It depends on the model selected. NUU uses the most current Android™ OS when manufacturing their devices. Newer unlocked devices like the NUU A23 Plus, A15 and A25 are built on the Android™ 13 operating system.
Many wireless service providers put software “locks” on smartphones to ensure the devices can only be used on specific networks. This limits the user’s ability to use the device on a competing network unless it is unlocked. Unlocked smartphones do not have restrictive software locks, allowing consumers to choose network providers the same way they choose devices: based on price and features.
NUU’s unlocked Android™ smartphones provide an alternative option to rigid, long-term contracts for mobile consumers by offering smartphones with the latest technology, increased flexibility and exceptional quality at more accessible prices.
Maybe. International calling features depend on the carrier network, the country where you’ll be using the device and whether you want voice, data or both. Because unlocked smartphones can be used on a variety of carrier networks, it’s always best to check with the carrier about international connectivity.
No. Your device must be compatible with the network technology used by the carrier. Devices are optimized to work with service providers’ specific networks and will not work across non-compatible networks.
Devices sold through service providers are often heavily discounted in exchange for a required contract, often years in length and subject to termination fees if the customer decides to cancel. Software locks ensure the devices will be active for a specific period of time on the network of the provider that has subsidized the device purchase price.
Unlocked smartphones from NUU allow for portability between most networks at an affordable price, without sacrificing quality or performance. NUU offers a variety of models for every need and budget – from the entry-level A11L, A23 Plus and F4L to the lifestyle-minded B10 and X6 Plus models, or the luxury A25 and B20 5G.
The biggest advantage of having an unlocked phone is the freedom to choose a carrier without signing a long-term contract. This is especially attractive for consumers who like to “shop around” for the best carrier deals and don’t want to be restricted by costly termination fees.
NUU unlocked smartphones are perfect for people who are new to smartphones, want the freedom to choose a carrier without a long-term contract, or want all the features of an expensive brand at a more reasonable price.
On your home screen, tap “Settings”. Scroll down and select “About Phone”. Then tap “System Update”. If updates are available, you’ll see them here.
For detailed steps, consult the Quick Start Guide or the Phone User Manual for your model phone, which are listed at the top of this page.
Briefly, though, inserting a SIM works like so:
1. Power off the phone
2. Carefully pry open the case
3. Remove the battery
4. Insert the SIM according to the diagram
5. Put the battery back in
6. Power on the phone
Press and hold the Volume – button and Power button simultaneously for 1 second. You will see the screen flash and the captured screenshot will appear in notifications if you have them turned on
If you set up your Google account on your phone, you can access Google’s Android Device Manager (https://www.google.com/android/devicemanager) in order to forcibly reset your Lock screen password.
If all else fails, contact Technical Support and we can help you factory-reset the phone. Please have your police paperwork handy.
This is likely related to your SIM card or network availability. If your signal is very weak, contact your carrier to make sure they have enough coverage in the area. This will help eliminate the carrier as a variable.
Check to see how many apps you have running as this can quickly drain your battery.
Go to SETTINGS > DEVICE > BATTERY for a list of which apps use how much battery. You may need to adjust app settings to compensate.
You can use the “Recent Apps” Menu to close your apps. Making this a common habit will greatly increase your battery usage.
You can expect your NUU Smartphone to get you through the work day with moderate to heavy usage.
Hold the Power button for 2 seconds
Make sure your unit is plugged in and charging
Verify the battery is properly installed
Close any apps you are not using, as many background apps can take up valuable resources required for speedy operation.
You can also go to SETTINGS > APPLICATIONS and move some applications to the MicroSD Card to help free up space.
There are many 3rd party apps that can help monitor usage and ensure unnecessary apps are not running.
The B15 and B10 supports USB OTG.
Check to make sure your PREFERRED SIM SETTINGS are set to the correct SIM card slot. You can verify this by tapping SETTINGS> Dual SIM settings.
Once an order is placed, it is not possible to modify the billing address on your invoice. Please double-check your billing address before finalizing your order.
Once an order is placed, it is not possible to change the shipping method. Please double-check your shipping preferences before finalizing your order.
NUU is happy to ship your order to customers residing within the United States. Unfortunately, we cannot ship orders placed in the US to addresses outside the country. If you are outside the US, we recommend finding a local NUU reseller to assist you with your purchase.
You can track your order by visiting the links below, depending on the courier used:
USPS
FedEx
Our priority logistics service ensures that if your order is in stock and the delivery address and time are accurate, it will be delivered within 2-3 business days. On the other hand, our standard logistics service delivers orders within 3-5 business days. Please note that these delivery times do not include federal holidays.
If a parcel is marked as undeliverable and returned to the warehouse, we will process a refund to the original account used for the purchase. Most couriers attempt delivery three times before marking a parcel as undeliverable. If you have any questions, please contact NUU Support.
We currently accept payments made through credit/debit cards (Visa, Mastercard, American Express, Discover) and PayPal. Please note that the availability of each payment option may vary based on our store policies.
Refunds typically take around 7 business days to process. If a product return is involved, it may take slightly longer as we need to verify the return of the parcel. Refunds are made to the original payment source. If you have not received your refund after 14 business days, we suggest contacting your payment provider for further assistance. If they are unable to help, please reach out to [email protected], and we may be able to provide an ARN (Acquirer Reference Number) or screenshot to help your payment provider track your refund manually. Please note that the exact time for processing a refund depends on your payment provider.
If you received the wrong or incomplete merchandise, please contact NUU Support. Provide photo evidence of your claim, and we will process it as soon as possible.
If you believe that your parcel is lost, please contact NUU Support as soon as possible. We will conduct a thorough investigation to determine the best course of action. It may take 5 to 7 business days to process your case, but we will do our best to handle it promptly.
We apologize for any inconvenience caused. If your parcel was damaged upon delivery, please follow these steps:
If you notice that your tracking status has not been updated for 5 days, please contact NUU Support as soon as possible. We will gather the necessary information and aim to resolve the issue within 5 to 7 business days.
If your status shows “pending payment” even after a successful payment, it could be a delay in updating the order status. We recommend checking your account 24 hours after the payment. If the status remains pending, please contact us, and we will forward the issue to our Payments team for further investigation.
Your order may be auto-canceled due to the payment time limitation or some occasional backend system issues. In such cases, please contact our customer service and inform us of the situation. We will make every effort to restore your order, or you can place a new order after the system issue is resolved. Rest assured, if you choose to place a new order, you will receive the same price or offer as before.
There are no fees associated with receiving warranty service for defects covered by the NUU warranty, but shipping costs may be the responsibility of the customer.
NUU’s liability under the warranty is limited to repair or replacement of the device at NUU’s discretion.
NUU does not offer extended warranties or alterations to the standard one-year limited manufacturer warranty. We may offer an extended warranty through a 3rd party at the time of purchase, but only for purchases through NUU’s own website.
The warranty is non-transferrable and only applies to the original purchaser of the NUU device.
NUU provides warranty service only for NUU-branded products purchased through NUU itself, or any authorized resellers. NUU products purchased from unauthorized resellers are not covered under warranty.
The warranty only covers defects in materials and workmanship during normal use of the device. Physical damage caused by the user is not covered under the warranty.
Yes, NUU has partnered with Extend.com to offer extended warranties for our customers through any purchase from nuumobile.com.
To claim warranty service, please contact NUU customer support through email at [email protected] to receive an RMA number and instructions for returning your device for repair or replacement.
NUU typically takes between 10-14 business days to complete repairs or replacements, not including shipping time. However, this could vary depending on the specific issue with your NUU device and your location. Please get in touch with NUU’s Customer Service to receive a more accurate estimate for your situation.
Warranty claims for NUU products can only be fulfilled within the US.
The extended warranty from Extend.com offers coverage for accidental damage. It allows NUU customers to select a warranty duration of 1, 2, or 3 years, providing protection for accidental damage with a no-questions-asked claim process.
You will need to provide a valid proof of purchase for the device and a detailed description of the issue you are experiencing to receive warranty service.
The manufacturer warranty covers your phone or tablet against manufacturing issues for one year from the date you bought them.
The manufacturer warranty does not extend to physical damage, liquid damage, normal wear and tear, or use of the device outside of its intended use.
NUU provides a one-year limited manufacturer warranty for our devices.
After receiving an RMA number from NUU Customer Service, you will be provided with instructions for shipping your device to NUU’s service center for repair.
Please contact NUU Customer Service at [email protected] or use live chat on nuumobile.com or NUU help apps on any NUU device or by phone at (844) 688-3365 for assistance with warranty service.
Liquid damage is not covered under the NUU device warranty. Please contact customer support for assistance and potential repair options.
Please contact NUU customer support for assistance with software-related issues on your device.
To access the terms and conditions for NUU’s extended warranty provided by Extend.com, please visit Extend.com’s website. They will have detailed information about the coverage, limitations, and claim process as per their terms and conditions.
Yes, repairs are performed at our own service center in Dallas, Texas, by NUU-employed technicians who have been trained to work on NUU products. This ensures that your device is in capable hands and that repairs are done to our standards. We don’t outsource our repairs to anyone else.
Yes, repair services are available for both in-warranty and out-of-warranty devices. However, please note that repair costs for out-of-warranty devices will likely apply.
Our repair services are focused solely on repairing or replacing your NUU device, so we are unable to handle any additional accessories you may already have or wish to purchase during this process.
Yes, you can contact the NUU Customer Service team through email or live chat to get the latest status on your repair.
The NUU Express Replacement Service allows customers to request replacement phones before shipping back their devices for repair. Once the customers opt for this service, we will offer a payment link for the replacement phone. After payment is made, we will ship the replacement device while the customer sends back their devices for repair. Once their devices are repaired, we will ship them back to the customer.
The repair time for the device can vary depending on the extent of the damage and the availability of replacement parts. Typically, repairs are completed within 10-14 business days (excluding shipping time), but more complex issues may take longer. It is suggested to ship your phone as soon as your request is approved so that the process can be expedited.
NUU also offers the Express Replacement Service to our customers to request and purchase replacement phones before sending back their devices for repair, with the replacement device shipped out upon payment and the repaired devices returned to the customer afterwards.
The repair costs for out-of-warranty devices can vary depending on the nature of the repair. Please contact the NUU Customer Service team for a cost estimate.
Yes, customers who opt for the Express Replacement Service will be required to pay for the replacement phone before it is shipped. The cost of the replacement device will be provided through a payment link. However, once the replacement devices are returned and no issues are found, a full refund will be issued to the customer.
If the customer’s original device cannot be repaired, NUU will be informed that the customer can keep the replacement devices. In this case, a refund will be issued as the replacement devices will be considered the repaired devices for the customer.
If your device cannot be repaired within the standard repair period (10-14 business days) due to parts being out of stock or longer than usual repair times, we will offer a replacement device if it is determined to be appropriate. Alternatively, if you are comfortable with not having the exact same device returned, you may opt for a replacement device from the beginning, through our “Express Replacement” program. All replacement devices provided by NUU meet our product quality standards and undergo thorough testing before being issued.
We provide a limited manufacturer warranty that covers repairs for issues resulting from factory defects. Please review the warranty terms and conditions to understand the specific coverage details. Accidental user damage, such as water or physical damage, caused by the user, is not covered under the manufacturer warranty.
All NUU products are repaired at our own service center in Dallas, Texas. All products must be mailed to us following the issue of a return authorization, which you may receive by first contacting NUU Customer Service. Please note: we don’t accept any unexpected in-person returns at our service center.
While every effort is made to preserve your data, it’s always recommended to back up your data before sending your device for repair. NUU is not responsible for any loss of data during the repair process.
Submitting photos helps our repair team identify the issue with your NUU device and expedite the diagnostic process.
At this time, we do not offer direct exchanges. If you wish to exchange a product, you can initiate a return and place a new order for the desired item.
Yes, you can return a product, even if it has been opened or used within the 30-day return window, as long as there are no accidental damages.
Yes, please ensure that the product is returned in its original packaging with all the accessories included.
To initiate a return, please contact our customer support team at nuumobile.com or through our live-chat. They will assist you in the return process.
Once we receive your returned item and verify that there are no accidental damages, it typically takes 5-7 business days to process the return and issue a refund.
Refunds are issued to the original payment method used for the purchase.
No, we do not charge any restocking fees for returns.
If your product is defective or damaged, please contact our customer support team immediately. We will provide assistance and guidance on how to proceed with the return or replacement.
We offer free returns within 30 days for items purchased at nuumobile.com.
We do not offer free return shipping. Please contact our customer support team for assistance with returning products.
