At a glance
Xfinity Mobile device orders (like phones, tablets, and smartwatches) include free, two-business day shipping to your Xfinity Internet service address. If you’re bringing your own device to Xfinity Mobile and need a physical SIM card, you should expect delivery within approximately five business days. If your device supports eSIM, you can follow these steps to activate your phone.
Note: For your security, you can't change where your order is delivered.
When your device or SIM card ships, you'll get an email with a tracking number and estimated arrival date. It may take up to 24 hours for your tracking information to update.
Once we’re in the process of shipping your device or accessory order, it cannot be canceled. To learn how to start a return or exchange, see how to return or exchange devices and accessories.
Plan for your delivery
For device and accessory orders, someone over the age of 18 will need to be home to receive and sign for the package. To minimize in-person interactions during delivery, you may be asked to verbally verify the recipient's name.
The shipping carrier will make three delivery attempts. The package may not be available for pickup at a local shipping facility until after the third attempt. You may be able redirect your package to a convenient pickup location through the shipping carrier's website.
Note: The FedEx website provides guidance on how to manage your delivery and hold it at a specified location.
To pick up your package from a local shipping facility, the account holder will need to bring a government-issued photo ID and sign for the package. Prior to being picked up, the package and shipping facility location need to be confirmed either on the shipping carrier’s website or app. Packages can’t be transferred to a different pickup location.
SIM cards will arrive in an envelope in the mail without a signature requirement.
Track your order in your account
You can check your order status on the Billing tab within your Xfinity Mobile account, where you’ll find:
- The date your order was placed.
- The date your order was shipped.
- An estimated delivery date.
- A link to the shipping carrier’s site for additional tracking information.
You can also sign up to receive notifications throughout the delivery process through the shipping carrier.
Verify your Xfinity Mobile order
If you’re new to Xfinity Internet, we may hold your Xfinity Mobile order until your internet has been installed and activated.
For your protection, we may also ask you to provide some additional information to verify your order before it’s released.
Learn how to verify your Xfinity Mobile order.
Report a damaged or missing delivery
To report a damaged, lost, or stolen delivery, call 1-888-936-4968 within 10 days of the delivery date.
Don't file a claim with the shipping carrier. We’ll work directly with the shipping carrier to resolve the issue as quickly as possible. We may require you to submit a police report or other documentation to support the claim.
We’ll keep you informed on the progress of our investigation by email.