FAQs2023-04-11T10:17:13+00:00

FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

IS MY DONATION TAX-DEDUCTIBLE?2023-11-27T13:35:10+00:00

Yes! All donations are tax-deductible, and a donation certificate will be provided to you. A tax donation receipt can be printed here. Visit this link for a free shipping label.

WHAT IS YOUR DATA REMOVAL PROTOCOL?2023-04-11T10:12:11+00:00

We guarantee secure data erasure of devices. We utilize state-of-the-art data-clearing software, and the erasure is documented internally. The software is certified to provide data erasure to the latest DOD 5220.22-M standards and is continually being updated as advances are made in the technology for clearing these devices. We check to confirm data erasure at least three times during processing. Items that are damaged or unusable are securely disposed of through an ISO 14001 R2 certified recycler.

WHAT DO YOU DO WITH A DEVICE UPON RECEIPT?2023-04-11T10:12:02+00:00

We follow a very thorough inspection process when we receive a device. First, we record the electronic serial number of each item if available. We then inspect the device for damage and usability. Items that are damaged or unusable are securely disposed of through an ISO 14001 R2 certified recycler. Items that are not damaged are checked against several device status databases to ensure the device has not been reported as stolen. If the device is clear, we inspect it for cosmetic damage that may affect usability. If a device is deemed unusable because of cosmetic damage it is securely disposed of. If the device passes the cosmetic inspection, we fully test its functionality and remove all data.

WHAT DO YOU DO WITH WORKING DEVICES THAT ARE SENT IN UNDER THIS PROGRAM?2023-04-11T10:11:53+00:00

After working devices are cleared of all information and tested thoroughly, they are divided into two categories: 1) obsolete models and 2) current models. Obsolete cell phones/smartphones are eligible for use in our Emergency Cell Phone Program or Lifeline Program. These devices may be distributed to our partner law enforcement and victim service agencies to be used as they see fit. Current model devices are remarketed to help defray the cost of program operation.

HOW DO YOU SECURELY DISPOSE OF DEVICES THAT ARE UNUSABLE?2023-04-11T10:11:44+00:00

A device is deemed unusable if it cannot be cleared of user data, it does not work and cannot be repaired, or it is obsolete and cannot access a wireless network. These devices are considered e-waste and are either used for parts in another repair or are recycled with an ISO 14001 R2 certified electronic recycler. To preserve the chain of custody, devices are transferred in sealed cartons and are destroyed in the same manner – crushed for precious metals recovery.

IS THERE ANYTHING I NEED TO DO WITH MY PERSONAL DEVICE BEFORE DONATING IT?2023-04-11T10:11:33+00:00

APPLE DEVICES: If you own an Apple product, you will need to disable the activation lock feature on your device before sending it in for donation. Simply sign out of your iCloud before factory resetting it. You can do this by going to Settings > Apple ID > Sign Out. After that, Settings > General > Reset > Erase All Content and Settings.

ANDROID DEVICES: Turn off the phone and then press and hold the Volume Up key and Power key simultaneously until the Android system recovery screen appears. Use the Volume Down key to highlight the “wipe data/factory reset” option and then use the Power button to make the selection.

DO YOU ACCEPT SEVERELY CRACKED OR BROKEN DEVICES?2023-04-11T10:11:21+00:00

Yes! If the device still works, we may either replace the screen or use it for parts on another device. If any device doesn’t pass clearing, then we remove the motherboard for secure recycling and use the item for parts. A device is deemed unusable if it cannot be cleared of user data, it does not work and cannot be repaired, or it is obsolete and cannot access a wireless network. These devices are considered e-waste and are either used for parts in another repair or are recycled with an ISO 14001 R2 certified electronic recycler.

SOME OF THE PHONES IN OUR POSSESSION DO NOT HAVE BATTERIES OR BACK COVERS. IS THAT AN ISSUE FOR YOU?2023-04-11T10:11:03+00:00

We are happy to accept these items as well. We can still work with them by either 1) replacing the missing parts, 2) using them for parts, or 3) responsibly recycling them. If the back cover is missing but the battery is still intact, simply secure it to the device with clear packing tape for safe travel.

WHAT IF MY COMPANY HAS A LARGE NUMBER OF ITEMS TO DONATE?2023-11-27T13:36:17+00:00

We appreciate your device donations – these go a long way towards helping victims in need. Please call (866) 290-7864 or email us to arrange for a shipping label and any additional packing materials you might need.

WHY SHOULDN’T WE SELL OUR UNCLAIMED ITEMS THROUGH AN AUCTION SITE?2023-11-27T13:36:56+00:00

Selling items may sound attractive but consider what is most important: protecting the sensitive information contained on the device as well as your agency’s reputation. If you elect to sell your devices, make sure the company you choose GUARANTEES complete erasure of data. Read all terms and conditions carefully. It is common for companies to use terms like “Certified Data Erasure” or “Secure Data Destruction” but employ processes that DO NOT ensure complete data erasure. Some even say so in their user agreement – terminology such as: “we assume no liability” or “we do not guarantee we will erase all data on devices”. Click here to see what we found when we purchased 10 phones through a popular online auction service.

YOUR SERVICES ARE DESCRIBED AS BEING 100% FREE, INCLUDING SHIPPING. WHAT SHIPPING SERVICE DO YOU USE TO GET THE DEVICES TO YOUR ORGANIZATION WHILE MAINTAINING THE SECURITY OF THE PROPERTY?2023-11-27T13:38:20+00:00

We utilize FedEx as our default service of choice; we will also use USPS at department request only. If your agency would like to complete our recommended and complimentary simple Participation Agreement – it’s free – we will add your agency as a named insured on our E&O insurance policy, which would indemnify the agency from any potential liability caused by a lost package. Please call (866) 290-7864 or send us an email to request an agreement.

OUR AGENCY HAS A NEED FOR EMERGENCY PHONES FOR VICTIMS. HOW WOULD OUR DEPARTMENT OBTAIN THESE?2023-11-27T13:39:26+00:00

Your department can request up to 10 phones at any time. Simply call (866) 290-7864 or email us with a request.

WHAT KIND OF DEVICES WILL YOU ACCEPT?2023-11-27T13:39:44+00:00

All devices that store digitally personally identifiable information or other forms of personal, private, and confidential information will be accepted. We accept devices that are in working or non-working/broken condition. Accepted electronics include (but are not limited to):
– Cell phones, smartphones, and Blackberrys from all carriers and manufacturers.
– Laptop computers from all manufacturers.
– Tablets from all manufacturers.
– Cameras from all manufacturers.
– Digital media players such as mp3, DVD and CD players, voice recorders, etc.… from all manufacturers.
– Portable video game systems from all manufacturers.
– Smart watches from all manufacturers.
– Memory storage devices such as SD cards and external memory storage devices from all manufacturers.
– Electronic accessories such as chargers, headsets, earphones, and rechargeable batteries from all manufacturers.
– Desktop printers from all manufacturers.
– Pin pad devices.

DO YOU ACCEPT DESKTOP CPUs AND TOWERS?2023-11-27T13:40:58+00:00

We generally do not accept desktop CPUs or towers by themselves, however, due to the sensitive information that may be contained on these items and the need for secure erasure. Click here for a list of accepted devices.

WHAT IS THE PHONE-IT-FORWARD CAMPAIGN PROGRAM?2023-11-27T13:42:53+00:00

The average American replaces their cell phone every 18 months. Many times, older devices are discarded or thrown into a drawer and forgotten. Millions of electronic devices are left behind in lost-and-found every year. The Phone-It-Forward campaign was created as a charitable opportunity to allow individuals, businesses, and organizations the opportunity to ‘pay it forward’ in their communities by donating unused electronic devices to help victims in need, and also to help keep landfills free of e-waste. Click here to learn more.

OUR COMPANY/AGENCY WOULD LIKE TO PARTICIPATE IN THE PHONE-IT-FORWARD CAMPAIGN. HOW CAN WE PROMOTE THIS TO OUR EMPLOYEES?2023-11-27T13:43:33+00:00

Promotional posters are provided as a printable pdf, and hard copy posters are available upon request. Generally, human resources is a good place to start – this allows employees a safe place to turn in their old devices where they can be securely held for safekeeping before being mailed out. Make it a fun event: Each employee who donates a device could be entered in a raffle drawing for your company to issue prizes or other perks. Don’t forget to email reminders to your employees throughout the campaign – it can be hard to remember when the devices are sitting at home in a drawer or closet! Feel free to call (866) 290-7864 or email us for more information. Click here to learn more.

I HAVE QUESTIONS – HOW CAN I FIND OUT MORE?2023-11-27T13:44:53+00:00

We are delighted to assist! Please send us an email or call (866) 290-7864.

IS MY DONATION TAX-DEDUCTIBLE?2023-11-27T13:35:10+00:00

Yes! All donations are tax-deductible, and a donation certificate will be provided to you. A tax donation receipt can be printed here. Visit this link for a free shipping label.

WHAT IS YOUR DATA REMOVAL PROTOCOL?2023-04-11T10:12:11+00:00

We guarantee secure data erasure of devices. We utilize state-of-the-art data-clearing software, and the erasure is documented internally. The software is certified to provide data erasure to the latest DOD 5220.22-M standards and is continually being updated as advances are made in the technology for clearing these devices. We check to confirm data erasure at least three times during processing. Items that are damaged or unusable are securely disposed of through an ISO 14001 R2 certified recycler.

WHAT DO YOU DO WITH A DEVICE UPON RECEIPT?2023-04-11T10:12:02+00:00

We follow a very thorough inspection process when we receive a device. First, we record the electronic serial number of each item if available. We then inspect the device for damage and usability. Items that are damaged or unusable are securely disposed of through an ISO 14001 R2 certified recycler. Items that are not damaged are checked against several device status databases to ensure the device has not been reported as stolen. If the device is clear, we inspect it for cosmetic damage that may affect usability. If a device is deemed unusable because of cosmetic damage it is securely disposed of. If the device passes the cosmetic inspection, we fully test its functionality and remove all data.

WHAT DO YOU DO WITH WORKING DEVICES THAT ARE SENT IN UNDER THIS PROGRAM?2023-04-11T10:11:53+00:00

After working devices are cleared of all information and tested thoroughly, they are divided into two categories: 1) obsolete models and 2) current models. Obsolete cell phones/smartphones are eligible for use in our Emergency Cell Phone Program or Lifeline Program. These devices may be distributed to our partner law enforcement and victim service agencies to be used as they see fit. Current model devices are remarketed to help defray the cost of program operation.

HOW DO YOU SECURELY DISPOSE OF DEVICES THAT ARE UNUSABLE?2023-04-11T10:11:44+00:00

A device is deemed unusable if it cannot be cleared of user data, it does not work and cannot be repaired, or it is obsolete and cannot access a wireless network. These devices are considered e-waste and are either used for parts in another repair or are recycled with an ISO 14001 R2 certified electronic recycler. To preserve the chain of custody, devices are transferred in sealed cartons and are destroyed in the same manner – crushed for precious metals recovery.

IS THERE ANYTHING I NEED TO DO WITH MY PERSONAL DEVICE BEFORE DONATING IT?2023-04-11T10:11:33+00:00

APPLE DEVICES: If you own an Apple product, you will need to disable the activation lock feature on your device before sending it in for donation. Simply sign out of your iCloud before factory resetting it. You can do this by going to Settings > Apple ID > Sign Out. After that, Settings > General > Reset > Erase All Content and Settings.

ANDROID DEVICES: Turn off the phone and then press and hold the Volume Up key and Power key simultaneously until the Android system recovery screen appears. Use the Volume Down key to highlight the “wipe data/factory reset” option and then use the Power button to make the selection.

DO YOU ACCEPT SEVERELY CRACKED OR BROKEN DEVICES?2023-04-11T10:11:21+00:00

Yes! If the device still works, we may either replace the screen or use it for parts on another device. If any device doesn’t pass clearing, then we remove the motherboard for secure recycling and use the item for parts. A device is deemed unusable if it cannot be cleared of user data, it does not work and cannot be repaired, or it is obsolete and cannot access a wireless network. These devices are considered e-waste and are either used for parts in another repair or are recycled with an ISO 14001 R2 certified electronic recycler.

SOME OF THE PHONES IN OUR POSSESSION DO NOT HAVE BATTERIES OR BACK COVERS. IS THAT AN ISSUE FOR YOU?2023-04-11T10:11:03+00:00

We are happy to accept these items as well. We can still work with them by either 1) replacing the missing parts, 2) using them for parts, or 3) responsibly recycling them. If the back cover is missing but the battery is still intact, simply secure it to the device with clear packing tape for safe travel.

WHAT IF MY COMPANY HAS A LARGE NUMBER OF ITEMS TO DONATE?2023-11-27T13:36:17+00:00

We appreciate your device donations – these go a long way towards helping victims in need. Please call (866) 290-7864 or email us to arrange for a shipping label and any additional packing materials you might need.

WHY SHOULDN’T WE SELL OUR UNCLAIMED ITEMS THROUGH AN AUCTION SITE?2023-11-27T13:36:56+00:00

Selling items may sound attractive but consider what is most important: protecting the sensitive information contained on the device as well as your agency’s reputation. If you elect to sell your devices, make sure the company you choose GUARANTEES complete erasure of data. Read all terms and conditions carefully. It is common for companies to use terms like “Certified Data Erasure” or “Secure Data Destruction” but employ processes that DO NOT ensure complete data erasure. Some even say so in their user agreement – terminology such as: “we assume no liability” or “we do not guarantee we will erase all data on devices”. Click here to see what we found when we purchased 10 phones through a popular online auction service.

YOUR SERVICES ARE DESCRIBED AS BEING 100% FREE, INCLUDING SHIPPING. WHAT SHIPPING SERVICE DO YOU USE TO GET THE DEVICES TO YOUR ORGANIZATION WHILE MAINTAINING THE SECURITY OF THE PROPERTY?2023-11-27T13:38:20+00:00

We utilize FedEx as our default service of choice; we will also use USPS at department request only. If your agency would like to complete our recommended and complimentary simple Participation Agreement – it’s free – we will add your agency as a named insured on our E&O insurance policy, which would indemnify the agency from any potential liability caused by a lost package. Please call (866) 290-7864 or send us an email to request an agreement.

OUR AGENCY HAS A NEED FOR EMERGENCY PHONES FOR VICTIMS. HOW WOULD OUR DEPARTMENT OBTAIN THESE?2023-11-27T13:39:26+00:00

Your department can request up to 10 phones at any time. Simply call (866) 290-7864 or email us with a request.

WHAT KIND OF DEVICES WILL YOU ACCEPT?2023-11-27T13:39:44+00:00

All devices that store digitally personally identifiable information or other forms of personal, private, and confidential information will be accepted. We accept devices that are in working or non-working/broken condition. Accepted electronics include (but are not limited to):
– Cell phones, smartphones, and Blackberrys from all carriers and manufacturers.
– Laptop computers from all manufacturers.
– Tablets from all manufacturers.
– Cameras from all manufacturers.
– Digital media players such as mp3, DVD and CD players, voice recorders, etc.… from all manufacturers.
– Portable video game systems from all manufacturers.
– Smart watches from all manufacturers.
– Memory storage devices such as SD cards and external memory storage devices from all manufacturers.
– Electronic accessories such as chargers, headsets, earphones, and rechargeable batteries from all manufacturers.
– Desktop printers from all manufacturers.
– Pin pad devices.

DO YOU ACCEPT DESKTOP CPUs AND TOWERS?2023-11-27T13:40:58+00:00

We generally do not accept desktop CPUs or towers by themselves, however, due to the sensitive information that may be contained on these items and the need for secure erasure. Click here for a list of accepted devices.

WHAT IS THE PHONE-IT-FORWARD CAMPAIGN PROGRAM?2023-11-27T13:42:53+00:00

The average American replaces their cell phone every 18 months. Many times, older devices are discarded or thrown into a drawer and forgotten. Millions of electronic devices are left behind in lost-and-found every year. The Phone-It-Forward campaign was created as a charitable opportunity to allow individuals, businesses, and organizations the opportunity to ‘pay it forward’ in their communities by donating unused electronic devices to help victims in need, and also to help keep landfills free of e-waste. Click here to learn more.

OUR COMPANY/AGENCY WOULD LIKE TO PARTICIPATE IN THE PHONE-IT-FORWARD CAMPAIGN. HOW CAN WE PROMOTE THIS TO OUR EMPLOYEES?2023-11-27T13:43:33+00:00

Promotional posters are provided as a printable pdf, and hard copy posters are available upon request. Generally, human resources is a good place to start – this allows employees a safe place to turn in their old devices where they can be securely held for safekeeping before being mailed out. Make it a fun event: Each employee who donates a device could be entered in a raffle drawing for your company to issue prizes or other perks. Don’t forget to email reminders to your employees throughout the campaign – it can be hard to remember when the devices are sitting at home in a drawer or closet! Feel free to call (866) 290-7864 or email us for more information. Click here to learn more.

I HAVE QUESTIONS – HOW CAN I FIND OUT MORE?2023-11-27T13:44:53+00:00

We are delighted to assist! Please send us an email or call (866) 290-7864.

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