Gazelle customer service — expert guide for sellers and buyers

Overview: what Gazelle customer service covers

Gazelle (https://www.gazelle.com) operates a large consumer electronics buyback and resale business focused on smartphones, tablets and laptops. Founded in 2006 and headquartered in the United States, Gazelle’s customer service is built around three core flows: pre-sale quotes and questions, trade-in shipment and inspection, and post-inspection payment or returns. The company’s public-facing channels prioritize self-service (online quotes, tracking and account dashboards) with human agents available for exceptions and appeals.

For anyone planning to sell a device, understanding Gazelle’s service boundaries reduces friction: the online quote is automated and initial troubleshooting is handled through the help center; device condition disputes are handled by inspection teams and escalations to customer service; and payments are issued only after inspection completion. Knowing the expected timelines and documentation required is crucial to avoid surprise rejections or delays.

Contact channels, hours and expected response times

Primary access is through Gazelle’s website: https://www.gazelle.com and the site’s Help/Support pages where you can open a ticket tied to your order number. Gazelle also provides live chat and phone support during business hours—exact phone numbers and hours are posted on the site because these can change seasonally. When you need escalation, reference your order number and the inspection report timestamp to speed resolution.

Typical response times: self-service answers and automated order updates are instantaneous; human chat responses are usually under 15 minutes during business hours; email/ticket responses are commonly within 24–48 hours for non-urgent issues. For disputes that require physical re-inspection or manager review, expect a 3–10 business-day cycle from first contact to final resolution.

• Best practice: always include your order number, device IMEI/MEID or serial, shipment tracking number and photos (if relevant) when contacting support—this cuts back-and-forth and speeds resolution.

Preparing your device: exact steps before shipping

Before you ship, perform the five critical steps Gazelle’s inspection team checks: disable activation/Find My features, perform a factory reset, remove SIM card, fully charge the device (or include battery health notes), and thoroughly clean the device so ports and buttons are visible. Activation lock or iCloud/Google account locks are the most common automatic rejections; removing these is non-negotiable and will nearly always void the quoted price.

Document condition with dated photos showing screen, back, camera lenses and any cracks or dents. Note cosmetic and functional defects precisely (e.g., “left volume rocker sticks intermittently,” “rear camera has cosmetic scratch but photos unaffected”). Accurate self-reporting reduces the likelihood Gazelle downgrades the condition on inspection, which is the most frequent customer dispute.

• Pre-shipping checklist: record IMEI/serial (Settings → About), take 4–6 close-up photos, sign out of iCloud/Google and perform a factory reset, remove SIM, pack using Gazelle’s provided label/box or equivalent—retain tracking number.

Shipping, inspection timelines and payment methods

After you accept a quote online, Gazelle typically supplies a prepaid shipping label and packing instructions. Shipments should be trackable via USPS/UPS; keep the tracking number. Gazelle’s inspection center generally processes inbound shipments within 3–5 business days of arrival; expedited periods (holiday spikes) can extend that to 7–10 days. The inspection report will list any condition differences and the resulting adjusted offer.

Payment options commonly offered are PayPal, Amazon.com gift card, or check. When Gazelle accepts the device at the quoted condition, payment is usually issued within 1–3 business days. If Gazelle reduces the offer due to condition and you decline the adjustment, Gazelle’s policy will outline whether they return the device (often for a small return fee) or recycle it; check the offer terms at checkout because return fees and policies vary by promotional period.

Common problems, how customer service handles them, and escalation

Most customer service cases arise from: (1) inspection disagreements (condition downgraded), (2) lost-in-transit claims, (3) activation lock or functional failures discovered on inspection, and (4) delayed payments. For inspection disagreements, Gazelle provides a detailed inspection report and photo evidence; if you disagree, escalate with timestamped photos and the original device documentation. For lost-in-transit shipments, Gazelle follows carrier claims procedures—your tracking number and proof of drop-off are essential.

If you reach a point where standard support cannot resolve the issue, request escalation and reference your order ID, agent name, and timestamps. Escalations are routed to an inspection manager or a customer experience specialist. Keep all communications in writing when possible; written records shorten resolution cycles and are required if you later file a credit-card dispute or a complaint with consumer protection agencies.

Practical tips to maximize payout and avoid delays

Maximize value by: selling devices unlocked, keeping original accessories/boxes (sometimes increase buyback slightly), fully disclosing all defects at quote time, and shipping within the quote validity window (quotes commonly expire in 30 days). For models that retain value (recent iPhone and Galaxy S/Note series), timely sale—within 6–12 months of purchase—yields significantly higher offers; depreciation accelerates after new flagship launches.

Finally, always review the detailed offer terms before shipping: check quote expiration, preview the inspection criteria, and confirm the return/recycle policy if you reject adjustments. Keeping a simple paper trail (screenshots of quotes, photos of device condition, and carrier receipts) is the most effective way to ensure Gazelle’s customer service can address problems quickly and honor the highest possible payout.

What is Gazelle’s return policy?

New and unworn products are eligible for returns or exchanges within 30 days of purchase in-store or online. Used and worn product can be exchanged or given in-store or online credit within 30 days of purchase.

Where is Gazelle.com located?

San Diego, California
The company launched Gazelle.com launched in 2008 and secured $46 million in funding from investors including Venrock, Rockport Capital, Physic Ventures and Craton Equity Partners. The company’s corporate office is located in San Diego, California, and employs over 150 people.

How do I contact Gazelle support?

You can get in contact with Gazelle by phone (1-800-838-5388 (local rate)), with our contact form, with our chat, or through Facebook.

How long does Gazelle take to refund?

3 – 5 business days
Return Policy
All items are inspected within 5 – 7 business days after we receive it. Your refund will reflect back to your original payment method in 3 – 5 business days after we accept your return.

Is Gazelle reliable to buy from?

Gazelle: One of the original reliable places to buy an iPhone or Android. You buy the phone directly from Gazelle. Shoppers benefit from a wide selection of phones from a single seller. Gazelle inspects all certified pre-owned devices to confirm their condition and backs up sales with a 30-day return period.

Why does Gazelle keep cancelling my order?

Why was my order cancelled? Most canceled orders are because we didn’t have the inventory available to fulfill the order or our team considered the transaction to be high-risk. Please reach out by phone to our Customer Support team if you are still having issues placing your order.