portnumbers

Return & Exchange Policy

This policy explains how PortNumbers.com handles problems with a delivered number: how to report one, how replacements are decided, and when a refund or account credit is given instead. It applies to every product and delivery speed, including Instant Saver.

Last Updated: October 16, 2026

1. How to Report a Problem

If a number you received is not working for you, submit a replacement request through the Resolution Center using "Request a Replacement Number". The same link is included in your delivery email.

Please include:

  • The order number and the phone number affected.
  • What went wrong, including the carrier's error message or a screenshot where possible.

Emails, chat messages, phone calls, and social media messages are not replacement requests. If you contact us another way, we will direct you to the request form, and your request is not reviewed until it has been submitted there.

Requests must be submitted while the number is still active, and before it has expired or been ported out.

2. How Replacements Are Handled

How a replacement is handled depends on why the number is not working:

  • Not portable to your carrier: if the receiving carrier cannot accept the number, for example because of its rate center, the number is defective. Submit a request with the carrier's error and we will replace it.
  • Not eligible for your promotion: promotion eligibility is set by the receiving carrier, not by PortNumbers.com, and an ineligible number is not defective. We will still replace it, but only when your request includes proof, such as a screenshot from the carrier showing that the number does not qualify for the promotion. Requests without proof cannot be approved.

In both cases, the replacement keeps the original number's expiration date; it does not start a new validity period. We may extend the expiration to make up for the time it took us to respond to your request.

When a replacement is issued, it supersedes the original number, which is marked "Replaced" in your account and should no longer be used.

Automated or instant replacements included with a subscription plan follow the same rules, subject to that plan's terms and limits.

3. One Resolution per Issue

Each reported issue is resolved once, with a replacement, an account credit, or, where Section 5 allows, a refund. The resolution is decided by PortNumbers.com.

Once a replacement has been delivered or a credit or refund has been issued, the issue is closed. A resolved issue cannot later be exchanged for a different resolution, such as a refund after a replacement has been provided.

4. Purchases Made While a Request Is Open

If you have a problem with a number, please submit a request and wait for it to be resolved rather than purchasing another number.

A new order placed while a replacement request is pending, or placed before a problem has been reported, is a separate purchase. It is not a replacement, it is fulfilled and charged as a normal order, and it is not refundable because of the earlier issue.

Making another purchase does not change how the original request is handled. We do not refund one order because another was purchased to replace it.

5. Refunds and Account Credit

Numbers are digital goods and are generally non-refundable once delivered. A refund may be considered only when we are unable to deliver an order, or when a reported number qualifies for a replacement and we are unable to provide one.

Orders with partial delivery are non-refundable. If we are unable to fill the rest of an order, the value of any undelivered numbers is added to your account as credit.

Approved refunds are returned to the original payment method. Account credits are added to your account balance and can be used on future orders.

Subscription fees and other digital services are generally non-refundable. Exceptional cases may be reviewed individually.

6. Instant Saver

All of the above applies to Instant Saver orders. In addition, the restrictions shown on the product page and at checkout are part of the Instant Saver option and are not defects. They are not grounds for a replacement or refund:

  • The requested area code is not guaranteed, and an overlay area code may be provided.
  • Numbers have a shorter validity than other delivery options.
  • Numbers cannot be renewed, extended, or reactivated after expiration.
  • Daily purchase limits may apply.
  • Membership benefits and plan-specific features do not apply.

7. What Does Not Qualify

The following generally do not qualify for a replacement, refund, or credit:

  • Change of mind or personal preference after purchase.
  • Restrictions or product details that were disclosed before purchase.
  • Numbers that have expired, been ported out, or been used before the problem was reported.
  • Problems reported outside the Resolution Center request form.
  • Additional orders placed while a request was open, as described in Section 4.
  • Device or carrier incompatibility that was not caused by the number provided.
  • Violation of our Terms & Conditions or abuse of our products or services.

8. Payment Disputes

Please contact us through the Resolution Center before opening a payment dispute with your bank or card issuer. Disputes and chargebacks are handled under our Dispute Policy.

9. Changes to This Policy

We may update this policy from time to time. Changes take effect when the revised policy is posted on the Website, and apply to orders placed after that date unless otherwise required by applicable law.

If you have questions about this policy, please contact our support team through the Resolution Center.