Q: How does the whole process work?
A: First, submit your device’s specifications through our website and instantly receive a price quote when you click submit. The quoted price will appear, along with the specs that you submitted. Click “Let’s do it” to accept the quoted price, and then enter your personal information and product serial number. Click “Continue” at the bottom of the page to proceed. Immediately after you click “Continue”, you will receive an email from us containing your quote information (and a request to submit your serial number if you haven't already). We will then email you back to confirm your quote, and attach a prepaid FedEx shipping label. Please package your item securely, attach the label provided, and ship it to us by way of FedEx. When we receive your item, you will receive an email from us letting you know that we got it. We then wipe the drives clean, reload the operating system, test the functionality and finally confirm your device meets the specifications you originally listed. At this time we send an email letting you know that your money is on the way and we issue payment via company check or PayPal!
Q: Do you buy locked or managed devices?
A: We do not purchase devices that are iCloud locked, under Device Management Software supervision, part of Apple’s DEP program, or have been reported stolen. It will be the seller's responsibility to pay for return shipping in the event the device cannot be unlocked and needs to be returned.
Q: How long does it take to receive payment?
A: This depends on how far away you are from our location in Cincinnati, OH and what payment method you choose. Payment is usually issued within 1-3 business days of SYM receiving your item. Need your item processed more quickly that than, please just let us know! If you choose to be paid by company check, USPS First Class delivery of payment takes 2-6 days to arrive, for most locations, from the day payment is issued. PayPal payment is instant and will show up in your account the day it is issued. Total timeframe is as follows: Generally, it takes 2-5 days for us to receive your item after you ship it. Once we receive your item, you will receive an email from us letting you know that it has arrived at our facility. Processing of your device, which includes wiping the device for your security and performing our QA steps to verify the device matches the quote, will take approximately 2-4 business days. If you require expedited processing, please let us know in advance of us receiving your item. At this time, payment is issued if your item checks out. If you requested PayPal payment you will receive the funds instantly. If you requested a company check, it will take 2-6 business days from this point for you to receive the check via USPS first class mail. We strive to provide the fastest turnaround possible in order to get you paid quickly. In rare circumstances your item may require additional testing and in this case we will notify you via email immediately and let you know the status of your item.
Q: Why should I use SYM and not another service?
A: SYM offers the best customer service and the best payout prices. We are available day and night to answer your questions via email, live chat, or telephone. We make the process of selling your Apple products as simple and as painless as possible, while keeping you informed via email every step of the way. You gain peace of mind by not having to worry about scammers on eBay or Craigslist! Our friendly, professional staff is here to make sure you are fully satisfied and paid fast. We have an A+ rating from the BBB and have been featured in numerous publications including MacWorld Magazine, MacLife Magazine, iBusiness Magazine, AppleTell.com, Tuaw.com (The Unofficial Apple Weblog), Macrumors.com, iPhone Life, and Guide to Phone Apps magazine. NBC’s Channel 3 WKYC and ABC’s Channel 9 WCPO have also spotlighted SYM as being a great place to resell used Apple devices. We do everything we can to make our customers lives easier!
Q: How do I know that SYM is not a scam?
A: Our Company has been in business since 2006 and has been branded as SYM (SellYourMac.com) since 2009. We have been active on eBay for more than 10 years and boast a 99.8% positive feedback rating, a Top Rated Plus Seller rating, a Titanium PowerSeller rating and have served over 15,000 customers. Click here to see our feedback on eBay. We are accredited with the Better Business Bureau and have a BBB A+ rating. Click here to see our BBB rating. We have recently been featured on the local news in Cincinnati, Ohio. You can also click here to view an entire page dedicated to the transparency of our company! We are reliable and deserve your trust!
Q: I'm nervous that I will send my Apple product off to you and not get paid. Convince me otherwise!
A: We will send your payment via check or PayPal payment as soon as we receive and test your device. We have paid every customer that has ever sent us a device. Feel free to check out our feedback from some of our customers. We have an A+ rating with the BBB. Click here to see our BBB Accreditation page. We have recently been featured on the local news in Cincinnati, Ohio! Click here to see the ABC special. Give us a call at 513-965-1144 if you would like to speak to someone in person about how our process works! We are happy to take some time to speak with hesitant customers!
Q: Am I guaranteed to receive the payout amount I am quoted?
A: As long as you accurately described your item, then YES. If the Apple device that we receive does not match the original description you gave, we will email you with a revised quote and let you know why we are revising it. If you wish to proceed, we will process your device and issue payment. If you decline the revision, we will ship your item back to you, provided you pay the return shipping costs.
Q: What happens if the item I am selling you is not up to the quality I specified? Do you guys contact me or just send it back?
A: If your Apple product arrives "not as described" we will email you and explain to you how it differs from your description. We will give you an updated quote based upon the actual condition. Most of the time our customers agree with our revised quote, as we always try to be fair. If you are not satisfied with the revised quote, we will return the item to you, provided you pay return shipping costs.
Q: How long is my quote good for?
Q: I have the shipping label, but I haven't shipped my item yet and the date on the label is a week old. Can I still use it for shipping?
A: Yes, your FedEx label does not expire!
Q: Is my personal information safe that I submit through your site?
A: Yes. We do not share or sell any customer information including email, phone number, or address with any other person or company.
Q: There is a problem with my LCD on my laptop and I don't see an option for that on the SYM quote page. What should I do?
A: If there is a problem with your item that is not included as an option for you to select on the specification page from the drop down menu, please accurately describe the problem in the “Additional Information” box on the specification page. Note that the quoted amount that you will see after you click “submit” will not reflect the problem that you described in the “Additional Information” box. We will email you back with a custom quote to account for the problem as soon as possible!
Q: Will you delete my contacts and photos when I sell you my iPhone, iPad or other Apple device?
A: Yes, we completely and fully wipe clean and restore every device we purchase to factory settings, including iPhones and iPads. We would never share your information with another individual or company. Most people erase and reset their iPhones before they ever send them to us, and we wipe and restore them again after we receive them! To do this yourself for iPhone and iPad, first back up your device to iTunes or to the iCloud. Next, go to Settings, select General, select Reset, and then select “Erase All Content And Settings”. Confirm this choice and your device will begin to wipe and restore itself.
Q: Can I sell you my device if I live outside the U.S.?
A: Yes, we purchase devices from all over the world, however we only provide free shipping for the Continental U.S. If you are outside the Continental US, we can still provide you with a prepaid FedEx shipping label however, in doing this, we will reduce your payment amount by the cost to ship the item to our facility. You can also choose to pay for the international shipping yourself.
Q: I have multiple items to sell, what should I do?
Q: Will you buy my item if it is broken?
A: Yes, we buy Apple products for parts. Please fill in the necessary areas on the quote form for "does not power on," "water damage," or you can enter details in the “additional information” section on the quote form. If you do this, be aware that the quoted price that you see does not account for any “additional information” you entered. We will email you back to confirm a custom quoted amount taking into account the details that you provided.
Q: My Mac has a lot of expensive software loaded on it, shouldn't it be worth more?
A: No, software is of no value to us, as we completely wipe every computer we receive. Selling software without a valid license is illegal.
Q: How do I ship you my item?
A: We will email you a prepaid FedEx label for use in the U.S. only. When you receive the label via email, print it out. Pack up your item in the original box with the original foam inserts if you have them, and then place that box inside a second box for security purposes. If you do not have the original box, package your item in a box that is big enough to allow for the use of plenty of bubble wrap and packing peanuts to ensure that your item will not be damaged. After you have safely and securely padded and packed your item in the box using lots of bubble wrap and packing peanuts, tape the prepaid label onto the box and then you are ready to drop the item off at any FedEx location. You can also take your item to a FedEx location and have them professional pack your item to ensure that it arrives safely. We always add your email address to FedEx updates, so you will receive email notification when the item arrives at our location. You do not need to email us to tell us that your item has arrived. We will email you when we check the item in and once more after it is tested and ready for payment.
Q: Is my item insured when I ship it to you?
A: Yes, we insure every shipment; however filing a damage claim with FedEx can be a lengthy process with no guaranteed payout. Damage due to poor packaging is not covered by FedEx insurance and will be the customer's responsibility. We strongly recommend having the item professionally packed by FedEx in order to guarantee insurance coverage. If the item(s) are not properly packed and arrive damaged, FedEx will not honor an insurance claim and we will have to revise your quote based on the condition the items were received. You are solely responsible for ensuring that your item adequately packed.
Q: What payment options do you offer?
A: SYM issues payment via PayPal or company check. PayPal arrives within 1 business day, and company checks can take 1-7 days to receive via USPS first class mail We now offer SYM Gift Cards as a form of payment for which you will receive a 10% bonus added to the quoted payment amount! SYM Gift Cards can be used to purchase items from our eBay store.
Q: Do you offer expedited payment options?
A: Yes we do. Payment via PayPal is instant. If you would like a company check overnighted via FedEx to you, we can do that as well, however, we will subtract $40 from your quoted payment to cover overnight shipping costs. We also offer checks sent via USPS Priority Mail for $10. Note: Payments will not be issued until SYM receives and tests your device. Also, not all locales support FedEx Saturday delivery. If you request an overnight check and we receive your item on a Thursday or Friday there is a good chance you will not receive your overnighted check until Monday due to this circumstance.
Q: I am interested in buying a few different items from your store. Will I receive any discounts if I buy multiple items?
Q: I don't see my question here, how do I get an answer?