Xfinity Mobile device orders, like phones, tablets, and smartwatches, include free, two-business day shipping to your Xfinity Internet service address. If you are bringing your own device to Xfinity Mobile and need a physical SIM card, you should expect delivery within 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 will get an email with a tracking number and estimated arrival date. It may take up to 24 hours for your tracking number to update.
After placing your order, you have about 30 minutes to cancel it. If you can’t cancel the order, follow the steps in how to return or exchange devices and accessories.
Plan for your delivery
For device and accessory orders, someone over the age of 18 must be home to sign for the package. You may be asked to 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 pickup location through the shipping carrier's website.
Note: The FedEx website can help you manage your delivery and hold it at a 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. Before picking 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. They don’t require a signature.
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 more tracking information.
You can also sign up to receive notifications during the delivery process from the shipping carrier.
Verify your Xfinity Mobile order
If you are new to Xfinity Internet, Xfinity may hold your Xfinity Mobile order until your internet has been installed and activated.
For your protection, Xfinity may also contact you for more 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. Xfinity works directly with the shipping carrier to fix the issue as quickly as possible. They may require you to submit a police report or other documents to support the claim.
Xfinity keeps you informed on the progress of our investigation by email.