General questions
Q. Who is iDEN?
A. iDEN stands for Integrated Digital Enhanced Network, a technology that allows multiple wireless services such as text pager, internet-ready digital wireless phone and two-way radio in a single handheld device over one network.
Our products are multi-communication devices that enable business users and consumers to manage their time in a more productive and efficient manner. We have millions of customers in all major worldwide markets, and continue to focus on cutting edge technology and product innovation in order to exceed their expectations.
Q. An accessory I saw at my local store, isn't available online. Why not?
A. Motorola offers a large selection of accessories designed for use with your iDEN subscriber phone. Currently, the Motorola iDEN accessories website offers only a select subset of these accessories. If you are interested in purchasing other iDEN accessories not offered on our website, please check with a local iDEN retailer such as Office Depot or Let's Talk Cellular.
If you still have questions, please visit our online customer care center for additional help.
Q. How do I know if an accessory is compatible with my phone?
A. All product descriptions include the model numbers of compatible phones. To find the model number of your phone, simply refer to the front of your phone on or directly below the screen. As you browse through our accessory offering, you will see a section entitled "For use with", and a list of phones that are compatible with the accessory you are viewing.
Q. Why should I purchase a Motorola Original Accessory?
A. Motorola designs and manufactures accessories to match the performance specifications of its phones. Because of its potential negative effect on the performance of your phone, any accessory not approved by Motorola is not recommended for use. We feel so strongly about the negative impact that it may have on the phone and your expectations, that use of a non-Motorola approved accessory voids the warranty on the phone. Use of "Motorola Approved" accessories, on the other hand, does not void your phone warranty.
Additionally, you can rest assured that all "Motorola Approved" accessories have undergone rigorous EME/SAR (emission) testing, and have been approved by the FCC for safe consumer usage.
The Motorola logo stamped onto the accessory itself or on the accessory packaging identifies an accessory as a Motorola Original Accessory. Additionally, accessories approved by Motorola but manufactured by other companies will display a "Motorola Approved" stamp on the packaging.
Ordering
Q. Will sales tax be added to my order?
A. Yes. Motorola collects sales tax in all states. Please note that your on-screen order total reflects estimated tax. The actual charge to your credit card will reflect all applicable state and local taxes, calculated at the time your order is shipped. The estimated tax will always be higher than the actual tax charged.
Q. Non-taxable transactions
A. We are unable to accept tax exempt orders on this site at this time. If you wish to purchase accessories using your tax exemption ID, please call (800) 422-4210. You will be required to provide your state tax exempt certificate prior to purchase.
NOTE: You may not find all the accessories listed on this site.
Q. What happens after I place an order?
A. Once you have completed and submitted your order, you will receive a confirmation via email, summarizing your order. When your order has been shipped, you will receive another email, which will include shipping and tracking information.
Q. How do I cancel an order?
A. Given the tight shipping lead times, once you place an order online it cannot be cancelled. You can, however, receive a refund by calling our toll free number 1-866-225-6460 keypress 4, then 2. Of course, in order to receive this refund the returned items must be unopened and undamaged.
Q. What is the return policy if I purchase products online?
A. For Motorola's iDEN accessories:
Returns will be accepted within the first 30 days of merchandise receipt for replacement, refund or credit. In order to receive credit, returned items must be unopened and non-defective. A 15% restocking fee will be applied against the credit for any open, non-defective items that are returned. If the original item shipped is defective, we will replace that item and no restocking fee will apply.
Motorola will not replace, refund or credit items that have been designed and personalized to individual preference.
Original shipping charges are not eligible for refund, and customers are responsible for return shipping charges. However, Motorola will pay the outgoing shipping charges on the replacement or exchange product.
If you wish to return an item, please call our toll free number 1-866-225-6460 keypress 4, then 2, and provide your name, invoice number, item serial number and the nature of the problem.
Q. What kind of warranty do the accessories have?
A. In general, Motorola accessories have a one-year warranty. For additional details, please refer to our complete warranty policy.
Q. Can I place an order from outside the United States?
A. Yes, you can place an order from outside the United States, but we cannot ship to an address outside of the United States. We hope to provide full global access in the very near future.
Credit Cards
Q. Can I order without a credit card?
A. No. Currently we accept only orders using Visa or Master Card.
Q. Should I put spaces or dashes in the credit card number?
A. No. Your card number should be entered in as a continuous string of numbers. For example, enter your credit card number as 5553333335555555.
Q. Why do I get an error message when I enter my credit card number?
A. There are several reasons why you might get an error message. You may have entered the card number using spaces or dashes. Card numbers should be entered in as a continuous string of numbers (ie: 5553333335555555). Your card may have expired or reached its credit limit. Or, a credit approval machine may have encountered an error. If you do have problems, call Customer Service toll free at 1-866-225-6460 keypress 4, then 2 and provide the representative with any error message numbers you may have received, as well as the order number from your Shopping Cart.
Q. What security measures does Motorola use to protect my information from loss, misuse or alteration?
A. At the Motorola iDEN Subscriber Group, security is a priority. The secure server software (Secure Sockets Layer or SSL) we use uses 40-bit encryption for commerce transactions. SSL encrypts any personal information, such as name, credit card number, phone numbers and addresses, being transferred over the Internet.
The Motorola iDEN Subscriber Group uses its best efforts to prevent information from being made available to any unauthorized person or business. We take commercially reasonable measures against the internal loss, alteration or misuse of data by company personnel by taking precautions against access by employees, contractors and others who have no need for access of the data to fulfill their duties.
While we have taken careful measures to secure your information, perfect security does not exist on the Internet. The Motorola iDEN Subscriber Group cannot ensure nor warrant absolute and complete security of any information you transmit to us over the Internet, and you do so at your own risk.
View our complete privacy policy.
Shipping
Q. Can I have my order billed to one address, but shipped to another?
A. Yes. You have the option to ship your purchase to one address, and bill it to another. However, the billing address must be that which appears on the credit card you are using to make the purchase. The order form will ask you if you want the product shipped to the billing address. If you select No, you will be asked to enter a shipping address before your order is submitted.
Q. How long will it take for my items to arrive?
A. Products are usually shipped within 2-3 business days of order receipt, with standard delivery orders arriving within 5-7 business days of shipment and expedited orders arriving within 3-5 business days of shipment. However, this may vary depending upon the contents of your specific order, and you should refer to the details of your shopping cart for a more accurate delivery estimate.
Q. Will you ship partial orders? For example, what happens if one product I ordered is "in stock" but another is "out of stock?"
A. Shipping partial orders results in higher shipping costs for our customers; therefore we do not ship your products until the full order is complete. To estimate when you will receive an item, please consider the availability of the items you are ordering as well as the shipping option you select.
Q. Can I ship to an address outside of the United States?
A. No. Currently, our iDEN accessories web site services only the United States. We hope to provide full global access in the very near future.
Cookies
Q. What's a cookie?
A. Cookies receive and store certain types of information whenever you interact with us.
Q. Why do I need to accept cookies?
A. Cookies are placed on your browser for your convenience. When you place an order, that information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form. This saves you the time and hassle of re-entering your information each time you visit our site.
Q. Are cookies a security risk?
A. No, cookies are not a security risk. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize your browser.
Coupons
Q. How do I redeem a coupon?
A. In the checkout, there is a box labeled "Coupon Code." When you type your coupon code into this box and hit return, your coupon offer will be reflected in the updated total.
Q. Nothing in the checkout changes when I type in my coupon code.
A. There are two things that could occur if there is no change. You may have typed in the coupon code incorrectly. If you have properly entered the coupon code, the offer has expired. The offer may have been available for a limited time, been available for you to use only once, or may have expired after a certain number of people had used it. The terms of your specific offer will be stated when you receive your coupon.
Q. How do I get a coupon?
A. Coupons are issued in a variety of manners. The best way to receive coupons is to sign up for the email list. Coupons will not be issued in every email, but there will be occasional offers and discounts, as well as new and updated product information that you will receive in the periodic emails. Offers will also occasionally appear on the website. The best way to know about these offers is to visit the site on a regular basis.
Technical Help
Q. How do I get technical help?
A. For product and technical questions, please visit our online customer care center. Or, you can place a toll free call to our customer care representatives at 1-866-225-6460 keypress 4, then 2. For all billing and service questions, please contact your carrier directly.
Carriers
Q. How do you ship to South Florida?
A. Orders delivered to residents in South Florida (Broward, Dade, West Palm Beach) may be delivered via Yowell Transportation (1-800-881-9486).
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