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How the Arrival Store Works

Frequently Asked Questions

  • Top 10 FAQs

    How can I get confirmation that my payment went through? (Either phone bill or ONPL invoice bill)

    If you sent a bank transfer for your phone bill or ONPL invoice, the best way to check that the transfer went through is to update your bank book and look for the transaction line item. If you write to us to confirm the transaction, we will need the information there anyway, so please keep your bank book updated. If you'd like us to double check that we received it, please send us the following:

    • The date of the transfer
    • The exact time of the transfer
    • The exact amount of the transfer.

    If you’ve made a deposit with PayPal, you should have received a receipt of the deposit sent to your email. We can always double check this though.

    If you have other questions about ATM transfers, this video is a great resource for you:

    How can I place a deposit for a phone or SIM card?

    You can place your deposit in two ways.

    The first (and recommended) option is to place a deposit through our PayPal gateway, here. You don't need a PayPal account to do so (all major credit and NA debit cards are accepted), and the system makes it very easy for us to refund your deposit when you end your service with us. 

    The second option only applies if you're already in South Korea, and is to make a deposit via Korean Bank Transfer. Instructions for doing so are located here

    How can I upgrade my TAS smart phone to a 2 year smart phone on contract with KT or SK?

    We'll be happy to help you upgrade to a two year phone.  Here is how the process will work:

    You can see all of the 2 year smart phones we have available here:  http://www.thearrivalstore.com/products/twoyear.html
     
    Simply review the product details and plan (seen under the Full Product description and FAQs on each product), add the product to your cart, and checkout and follow the instructions from there. 

    New Phone Number
    Upgrading to a smart phone will require that you change your phone number, because a new line must be opened in order to get the discount on the cell phone itself.  We realize that this is inconvenient, but it is necessary unless you are willing to pay the $
    600+ it would cost to buy the smart phone outright. 

    Contract
    The details of the smart phone plan can be found in the full description of each product.  It's important that you understand that this is a 2-year contract with SK Telecom or KT/Olleh, and not with The Arrival Store like your current phone.  The bills will be in Korean and sent from SK or KT.  While we always do as much as possible to assist you, support will also be provided by SK or KT.  Be sure to review details of the plan and contract before ordering.

    Deposit
    No deposit is required on the new smart phone.

    Your current deposit will be returned to you minus any outstanding bills or charges on your current phone plan once your phone is returned and account is closed.  The deposit will be returned to you via PayPal or Korean Won, whichever you prefer.    

     *We recommend using your current phone until your new phone arrives so that you will not have to be without communication.  Once your new phone arrives, please cancel your service and return the phone to our office.

    Standard Fees On Your First Bill
    You will be responsible for the two-year fees associated with the set up of your new phone:
    -Registration (billed over first 5 months)
    -SIM Card (9,900 won)

    *Discount
    Since you'll be upgrading to a 2 year phone, you will not need to pay any early termination fees on your current phone.   

    Here is how the upgrade will take place:
    1. Go online and add the smart phone to your cart.   
    2. Select your phone and proceed to checkout 
    3. Select Korean Bank Transfer as the method of payment or pay by credit card 
    4. You will be sent instructions to scan your ARC (front and back) as well your bank book, and sign a DocuSign document we will send you. Please return these documents to phones@thearrivalstore.com.
    5. When your payment and documents have been received, we will send out your smart phone and you will continue using your regular phone until you receive it.
    6. Data Transfer: Be sure to transfer the data from your current phone to your new phone (pictures, contacts, etc)
    7. After your old phone is received at our office: We will close out the line and pay the outstanding usage and bills with your initial phone deposit (usage details will be provided).
    8. We will return the remainder of your deposit either in Korea, or via PayPal - whichever you prefer. 
    Please let us know if you have any questions whatsoever, and we'll be happy to assist!  We're excited to get you connected with a 2 year smart phone ASAP. 

    What should I do if my phone is lost or stolen?

    We are sorry to hear that you lost your phone, we know that this can be frustrating and is obviously very inconvenient.  Our goal is to get a replacement phone out to you as quickly and conveniently as the system allows.

    You should contact us IMMEDIATELY (do so to info@thearrivalstore.com) so we can suspend the service. Even if the phone is stolen or lost, any usages and expenses on that phone incurred after loss or theft and before we can get the service shut down are your (the person leasing the phone from TAS) responsibility.

    We will give you further instructions once you have contacted us.

    PLEASE READ THIS DOCUMENT AS WELL if you've lost an iPhone 5 or any LTE phone on lease with us!

    I just sent the phone back. How do I know if you’ve received it?

    Shipping is extremely fast and very reliable. We make it a point to email everyone and let them know their phone was received. However, this doesn’t always happen. If you have a doubt in your mind that the phone arrived, please email us at info(at)thearrivalstore.com.

    Why is the phone bill for my second month higher than my first month?

    We actually get this question pretty frequently.

    Our billing cycle is based on the calendar month, and we prorate your service so that, if you arrive on the 30th of December (for example) your base fee for that month would be 2/31 of your total base fee. Your second month is likely the first month in which you are paying the full base amount, and network activation fees may also still apply.

    Please note that we bill toward the end of each month for the previous month

    I paid my phone bill last month, but there is an unpaid balance on the bill this month. What happened?

    Sometimes we made mistakes. It is possible that you paid and we didn’t mark you as paid. This could have happened for any of several reasons:

    • The amount of the transfer did not match the amount on your bill
    • The name on the account the transfer came from didn’t match your name
    • The money was transferred to the wrong account (i.e., the Phones account, instead of the Orders account).

    Sometimes, however, the payment you made didn’t go through. If you have your receipt from the transfer, and it says one of the following, it means your transfer did NOT go through:

    • “기타오류”, which means “error”.
    • “Ask the counter staff”
    • “Please see bank teller”

    The best way to confirm the transfer went through is to update your bank book.

    General Questions

    How long does shipping take?

    Shipping in Korea is fast - usually 2-3 business days. When placing your order, however, please bear in mind that Long-Term SIM Cards and Phone leases might take a few days to set up with the phone company before we are able to send them out, and so can take up to 5 business days. 

    Please get in touch with us if you are working on a tight schedule, and we'll do our best to accommodate you. Check out our North American and Korean phone numbers at the very bottom of this page, or send an email to info@thearrivalstore.com.

    Who should I contact with my questions?

    Ideally, send an email to info@thearrivalstore.com. Please also feel free to contact our North American office at the number listed at the bottom of the page. We also have an office in South Korea, though we ask you not to contact them unless you have an urgent question as they are always very busy. 

    We are a small company, and spread across three continents, so if we can't answer we may be on a call or otherwise engaged. Please leave a message, send us a text (NA only), or email info@thearrivalstore.com. We'll get back to you as soon as we can. .

    Why would I use The Arrival Store?

    Simple. TheArrivalStore.com makes a person's transition to life in Korea much more enjoyable and in most cases much more affordable. TAS provides the hard to find, or difficult to set up items for customers upon their arrival. Any of the items ordered on the website are delivered to a convenient location where the customer can access them with ease. Each of the items offered on the store are offered for specific purposes, usually to help our customers avoid maddening circumstances.

     

    Do I have to order the items before I leave for Korea?

    No. TAS is always available to you throughout your time in Korea. One of the biggest advantages of using TAS though, is that you can have all of the items you order set up and waiting for you at a convenient destination when you arrive. Imagine getting off the plane, heading to your apartment and having a functioning cell phone, bed sheets, clean towels, and being able to plug in your computer without having to even think about. TAS saves you all of the touble. With our help you won't even have to think about many of the items that cause so many expats headaches as they are trying to settle into life in Korea. You'll save yourself a heap of time and energy and avoid spending money on cabs and making several shopping trips all under the influence of jet lag!

    Where are the items delivered?

    TAS can have items delivered to almost any address in Korea.

    We recommend that you receive your package at your place of work (office, school, etc.), Incheon Airport (phone solutions only), or a hotel rather than at your new apartment. There are several reason for this:

    • That’s where you will be during the day.
    • There are people there who can speak Korean and English to interface with the delivery guy.
    • Not all apartments have security desks to receive packages, and so your package could otherwise be left in the hall, outside, or at a local convenience store (it has happened).
    • If you need to get stuff transported from your school to your apartment, taxis are cheap even if no one at your school can help.
    • This is the MOST secure way we can get things to you.

    If you REALLY want it at your apartment, or are absolutely sure there's a security desk and you will receive it, we can ship your order there. But if you are unsure, we would advise against it.

    If I want the items when I arrive, how far in advance do I need to order the items?

    We recommend ordering your items 5-7 days ahead of time to guarantee that they are at your destination when you arrive, but we can usually have things delivered within two or three business days. Korean companies will deliver on Saturdays, but our office is closed (so, you could receive a package on a Saturday, so long as we have time to ship it during the week). 

    Did TAS receive my payment? I have haven’t received any confirmation of payment.

    We typically do not confirm bill payments via ATM and bank transfers for cellphone bill payments (only ONPLs). The reason for this is that this method of payment is an extremely reliable way to make a payment here in Korea.

    The best way to confirm the payment is to update your bank book. If the transaction is recorded in there, we most likely received it. As they say, "no news is good news". If we find that we have not received the payment, you will definitely hear from us.

    If you would like us to confirm your payment, please send us the following information:  

    • Exact Date and Time of the Payment
    • Exact Payment Amount
    • The Name on your Account (Korea or English rendering)

    If you have other questions about ATM transfers, please watch the following video, and contact us if you still have questions.

     

     

    Order Now, Pay Later

    Order Now, Pay Later Customers: How do I pay for my order?

    Go to an ATM machine at any bank in your neighborhood or use your online Korean banking to transfer money using the instructions below. If you have any trouble please just ask a person at the bank for assistance.

    Account Details:

    Bank Name: KEB (Korean Exchange Bank or Code 05)

    Account Number: 630-006955-595

    Beneficiary: 주식회사디어라이벌스토어 (The Arrival Store)

    Instructions for transferring by ATM: Follow these instructions at the ATM:

    1. Select English
    2. Choose the transfer option
    3. Choose the bank of the recipient (KEB or Code 05)
    4. Input account number of the recipient (630-006955-595)
    5. Choose the amount
    6. Confirm (green button)

    Please refer to the video below and this form if you have other questions about Korean bank transfers:

     

     

    How can I check to make sure my ONPL Payment was received.

    ATM Transfers are an extremely reliable way to make a payment here in Korea.

    The best way to confirm the payment is to update your bank book. If the transaction is recorded in there, we most likely received it. As they say, "no news is good news". If we find that we have not received the payment, you will definitely hear from us.

    If you would like us to confirm your payment, please send us the following information:  

    • Exact Date and Time of the Payment
    • Exact Payment Amount
    • The Name on your Account (Korea or English rendering)

    Orders, Returns, Exchanges & Refunds

    Where can I find the tracking information for my package?

    This is a great question.

    If you have a package being shipped normally inside Korea

    A general rule of thumb is: "South Korea is a very small country, and parcels can usually get to their destination within 24-48 hours" (though we don't guarantee that it will arrive that fast, only that it will arrive).

    We don't currently provide shipping information for most orders (only orders that go to the airport, see below). The reason is that usually the packages are delivered within 48 hours of ordering (depending on the date you ordered and ask for the package to be delivered) so often times, when we receive a request for tracking a package, the package has already been delivered.

    We currently don't have the technology for automatic tracking, since we don't have our own courier company, and don't have a way to automate the tracking yet. Our apologies for any inconvenience this might cause.

    If you have a package being shipped to Incheon airport

    You will receive email instructions on how to pick up your package at Hanjin Express, including a shipping reference number. You will NEED to present that number to Hanjin Express to retrieve your package. They WILL NOT give you the package unless you give them that number.

    See the video below (or click here) to be understand how to locate Hanjin Express:

    I want to get my deposit back, but I have neither Korean bank account nor PayPal account. How can I get my deposit back?

    Unfortunately these are the only two options available to return your deposit. PayPal accounts are very easy to set up and you can have access to it anywhere in the world. You can set one up here.

    What are the details of the TAS Return Policy for phones and other items?

    If you would like to return a phone or cancel a SIM plan, please fill out this form.

    If you would like to return anything else you purchased from TAS, please use this form.

    How can I cancel my phone services and return my phone to TAS?

    Please fill out this form online to begin the return process.

    You can send the phone directly to us at our Korean office. The address is located on the Contact Us page.

    PLEASE DO NOT LEAVE YOUR PHONE TO BE SHIPPED TO US BY A FRIEND OR COWORKER! It is best that you should send the phone to us yourself. We have had several people lose the deposits on their phone because they have left phones with other people to ship back for them, and these phones were never returned to us. Please do not take any chances and ship us your phone youself.

    You can either purchase new packaging from the Korea Post Office, or if you have the original box, you can send it back to us in that.

    We do not provide return addressed boxes or envelopes, and you are responsibile for your return shipping costs.

    *Please Note*: We will not cancel your cell service until you send the phone back to us and we have received it in our office. Please contact us for more information if you have any more questions on this process.

    What happens when I complete my phone contract?

    You will need to return the phone to our offices. To do this, fill out the Phone Return Form which will give you all the instructions you need to return your phone. 

    Once we receive the phone at our office, we will cancel the service. It will take about 2-3 weeks to determine any outstanding usage on the phone.  We'll process this outstanding balance and fees against your deposit and send the remainder back to you. 

    In the case that the fees and outstanding usage are not covered by your deposit, an invoice will be sent to you payable within 2 weeks of the issue date. You can receive your refund either through PayPal or Korean Bank Transfer (you can choose when you complete the form). Remember: we will not cancel the service until we receive the phone in our office.

    What are the details of the TAS Return Policy for items other than phones?

    Please use this form when returning items.

    You can box up all the items you want to return or exchange in the same box they came in, or get a new box from the Korea Post Office. 

    REMEMBER: You are responsible for the cost of shipping items back to us.

    Please review our shipping and returns information page for our returns policy. 

    I am about to leave Korea and want to use the phone I leased up to the last possible minute. Can I send it back to you from the airport?

    Yes, you can. Please check this webpage to familiarize yourself with the options for shipping the phone back from Incheon Airport.

    We recommend Hanjin Express, because they have the most open hours during the day and are open on holidays. They are located in the A section of the terminal, behind the check in counters. 

    Please first fill out this form online, so we know when to expect your phone.

    I accidentally left Korea with the phone I leased from TAS. How can I send it back?

    Please send that phone back! If you don’t, you’ll lose your deposit, and may be liable for further charges!

    The phone can be shipped back to us using the address on our Contact page. Please DO NOT write “cell phone” or “smart phone” on the box or customs form. We would recommend also purchasing insurance and tracking on the package, as we do not consider the package returned until we receive it in our office.

    Please fill out this form to begin the return process.

    Phone Questions

    How do I activate my phone?

    Your phone comes activated, you do not need to do anything. This also means that if you are not using your phone, you are still being charged for it. If the phone is out of our office and in your possession, it is an open line, and you will be charged a base fee, even if you are not using it.

    I have an unlimited data plan, but every time I turn the phone on, it says I will be charged an extra fee if I allow data. What’s going on?

    This is a standard warning on all Android phones in Korea. Your usual data limits still apply.

    How can I locate service locations for my phone?

    If it happens that your experience an issue with your phone that requires technical attention, let us know.

    However, since we are not a phone company, we cannot provide the technical assistance your phone will require and we will refer you to a Service Center based on the brand of your phone. You can also located these yourself using these websites:

    Samsung Service Center Locator

    Sky  Vega Service Center Locator

    LG Service Center Locator

    We recommend that you employ the help of your co-workers/co-teachers in finding these service centers, as they will know better than us the location of the nearest service center and how to get there. 

    We do ask that you call us from the service center if you are getting one of the TAS Simple Phones or TAS Smart phones serviced as the phones are in our name. Please call our office at 031-625-2258 when you are at the service center so we can speak with the technician.

    Below we have a video that walk you through finding a service center using one of the websites.

     

    Sometimes the international calling number you gave me--1688-5558--doesn’t work. What gives?

    In our experience there are two possibilities as to why the number isn’t working.

    1. On occasion, user error presents a problem. Please make sure that you:
      1. Dial 1688-5558 on your phone and press send.
      2. Wait for the prompt.
      3. Enter the country code, area code and number you’re trying to reach and press “#”.
      4. You should hear “Please wait while I connect your call”
    2. Sometime the service is out of commission. This is not actually our service, but rather something that we make expats aware of. We have no influence on the company, and if the phone number is down, there are others you can use to place the same calls. This is just the one we like and have had the most success with.

    Please Note**: This number does not work to call South Africa. 

    Can I bring my smart phone and use it in Korea?

    Yes, as of 2012, this is now possible to do.

    You can even get a SIM card from us! Check it out here to get more details!

    Since you'll be in Korea with your new phone, here is a list of Essential Apps we recommend for smart phone users, especially those running the Android opperating system.

    Can I use my phone when I travel outside of Korea?

    We need to check if it will work outside of Korea first, please let us know which country you are travelling to and we can let you know. Typically, simple phones do not work, and smart phones do, but double check with us.

    Additional costs will apply for roaming, however. 

    If you are going to be out of the country for more than a month, you should probably put your phone on hold. Please email us at info@thearrivalstore.com to get the process started, but please bear in mind that a nominal fee will still apply while your phone is on hold. 

    TAS Phone Billing

    How do I pay my phone bill?

    Go to an ATM machine at any bank in your neighborhood or use your online Korean banking to transfer money using the instructions below. If you have any trouble please just ask a person at the bank for assistance.

    Account Details:

    Bank Name: KEB (Korean Exchange Bank or Code 05)

    Account Number: 630-007245-942

    Beneficiary: 주식회사디어라이벌스토어 (The Arrival Store)

    Instructions for transferring by ATM: Follow these instructions at the ATM:

    1. Select English
    2. Choose the transfer option
    3. Choose the bank of the recipient (KEB or Code 05)
    4. Input account number of the recipient (630-007245-942)
    5. Choose the amount
    6. Confirm (green button)

    Please refer to the video below and this document for more information on Korean Bank Transfers:

     

     

    How can I check to make sure my phone payment was received.

    We typically do not confirm bill payments via ATM and bank transfers for cellphone bill payments (only ONPLs). The reason for this is that this method of payment is an extremely reliable way to make a payment here in Korea.

    The best way to confirm the payment is to update your bank book. If the transaction is recorded in there, we most likely received it. As they say, "no news is good news". If we find that we have not received the payment, you will definitely hear from us.

    If you would like us to confirm your payment, please send us the following information:  

    • Exact Date and Time of the Payment
    • Exact Payment Amount
    • The Name on your Account (Korea or English rendering)

    If you need more information on ATM transfers, please refer to this video:

     

    What if I get my phone bill before I have a bank account in Korea?

    The first month's bill is automatically deferred, because we understand that it takes time to receive your ARC card and set up a bank account. Your first bill will be sent out around the 3rd week of the month. The bill received the third week of the month is for the previous month's usage. You can pay this first bill and your second bill together without penalty. The bill will be sent by email, and the payment will be due one week later via Korean bank transfer. The instructions will be on the bill for you.

    I paid my bill last month, but there is an unpaid balance on the bill this month. What happened?

    Sometimes we made mistakes. It is possible that you paid and we didn’t mark you as paid. This could have happened for several reasons:

    • The amount of the transfer did not match the amount of your bill
    • The name on the account the transfer came from didn’t match your name
    • The money was transferred to the wrong account (i.e., the Phones account, instead of the Orders account).

    Sometimes, however, the payment you made didn’t go through. If you have your receipt from the transfer, and it says one of the following, it means your transfer did NOT go through:

    • “기타오류”, which means “error”.
    • “Ask the counter staff”
    • “Please see bank teller”

    The best way to confirm the transfer went through is to update your bank book. 

    Can I extend my payment due date for my phone bill? I don’t have a bank account set up yet.

    We can extend the due date for customers who are receiving their 1st bill. However, after your first bill is received and by the time of your second bill, you should have a bank account set up. Starting with your second phone bill, you will be charged a 5,000 won late fee. If you are out of Korea, we can send them the PayPal invoice or arrange a time to call you and take your credit card information over the phone.

    I will be out of town when my bill arrives. How can I take care of the bill early so that I don’t get a late fee?

    After your first bill, your bills will never be lower than the base fee on your phone plan. In order to avoid a late fee, please transfer the appropriate following amount to the bank account you would if you were paying your bill as scheduled:

    • Simple phones should pay at least 24,000KRW
    • Smart phone users should pay at least 74,900KRW

    Please see the below video for reference on how to make an ATM transfer:

     

    When do you send out phone bills?

    We send out phone bills around the end of each month, for usage accrued in the previous month. 

    Thus, toward the end of November we send out bills for October usage. 

    When are phone bills due?

    Phone bills are ALWAYS due on the last day of the month (February 28th included).

    I didn’t receive my phone bill this month. What should I do?

    If you haven’t received a bill by the 24th of the month, and you have never received a bill from us, then there may be an error in our system regarding your email address. Please first check your spam filter, but if it's not there then email us at info(at)thearrivalstore.com so we can check on it. 

    I haven't received my ARC yet so I don’t have a bank account set up. The phone bill is due tomorrow. What should I do?

    If this is your first bill, there is a grace period for the first bill only. If you still don’t have your ARC or bank account set up, let us know so we can arrange an alternate form of payment.

    I received the deposit return but it’s much less than I expected. How is that calculated?

    The deposit you made originally is used to pay the final bill. Your bill may be larger than expected because the cell phone billing period goes from the first of the month to the end of the month and are billed the following month. So for example, if you have been using our service for a year, and you leave Korea on April 15th, the last bill you paid was your March bill for February’s usage. This means that you have a month and a half (March 1 – April 15) that you still are responsible for paying.

    Please refer to the video below and this document to see how we bill:

     

    I didn’t use my rental phone phone at all. I didn’t even turn it on, so how did I get a high bill?

    PLEASE make sure you understand our billing before you commit to ordering our rental phone. Rental phones are billed 2,000KRW for every day they are out plus they are billed for usage (see the billing table on this page). As long as the phone is out, even if you’re not using it, you are paying for it.

    You can refer to this video, which walks you through our Rental Phone Plan.

     

    I didn’t use my simple/smart phone last month. Why is my bill so high? This doesn’t make sense!

    It is important to understand the billing on our leased phones. Remember two things:

    • Billing comes the month after the usage (e.g March usage is billed in April)
    • If you have an open phone line, you will be billed for it, regardless of whether you’re using it.

    For more information on billing, please refer to this video:

     

    I closed my Korean bank account and I don't have a PayPal account either. How can I get my deposit back?

    PayPal accounts are FREE and VERY easy to set up. If you have a bank account in your home country, you can easily set that up. If you don't have any bank account or PayPal account, you can either open a bank account (as you'll probably want one at some point) and set up a PayPal account, or if a friend or family member has a PayPal account, we can transfer the money to them, and they can give it to you. This is pretty common, and if you don't want to open a PayPal account, this would be the way to go.

    KT or SK Contract Phones

    I bought a phone on a 2 Year Contract with SK or KT. Where can I get contract details?

    You can review the contract details under the "Full Description" of one of 2 year phones we sell here. However, since your contract is with SK or KT, you should contact their customer service representatives with any questions.

    KT/Olleh Customer Service Number: (02) 2190-1180

    SK Telecom Customer Service Number: 080-252-5011. 

    KT also has an excellent expat resource in their KT Expat Blog. Please check this out. They've got great customer service!

    I have signed up to get a 2 year phone. However, I set up my bank account with my passport and not my ARC when I just arrived in Korea. What should I do?

    This is an easy fix. You will need to go to the bank and re-set the account with your ARC. You will need to have the banker connect your account with your ARC. If you need some help with this, you can give us a call while you’re at the bank and we would be happy to translate.

    Forms and Documents You Will Probably Need

    Essential Apps for Your Smart Phone

    Click here to download the document: Some Essential Apps for Your Smart Phone

    Exchange or Refund Form

    Please fill out this form online and submit it electronically, or click here to download the Exchange/Refund Form.

    Payment Instructions and Bank Account Numbers

    Click here to download the document: Payment Instructions and Bank Account Numbers

    Phone Return Slip

    Please fill out this form online to begin the return of your phone.

    Phone Service Hold Form

    Please fill out this form online, or click here to download: Phone Service Hold Form. 

    Price Comparison Chart

    Click here to download: Price Comparison Chart.

    TAS Phone Bills: How We Bill and Monthly Costs

    Click here to download: TAS Phone Bills: How We Bill and Monthly Costs.

    What form do I need to put my phone on hold?

    Going on vacation for more than a month? Put your phone on hold!

    If you will need to fill out this form online.

    Or you can download, fill out, and scan this form back to us. Once we receive it, we will issue you a PayPal invoice you'll need to pay before we 

    Download the Phone Hold Form here.

    Lost LTE and iPhone Policy

    Download the policy here.

    EG SIM Card Manual

    Click here to download the EG SIM Card setup manual.

    Helpful Videos

    How do I return phones and products to The Arrival Store?

    Please review this page for more details on our shipping and return policies. 

    To cancel a phone or SIM plan, or return a leased phone, please fill out this form online.

    To return or exchange any other items, please use this form

    How can I Find a Cell Phone Service Center?

    If it happens that your experience an issue with your phone that requires technical attention, let us know.

    Please fill out this form.

    However, since we are not a phone company, we cannot provide the technical assistance your phone will require and we will refer you to a Service Center based on the brand of your phone. You can also located these yourself using these websites:

    Samsung Service Center Locator

    Sky  Vega Service Center Locator

    LG Service Center Locator

    We recommend that you employ the help of your co-workers/co-teachers in finding these service centers, as they will know better than us the location of the nearest service center and how to get there. 

    We do ask that you call us from the service center if you are getting one of the TAS Simple Phones or TAS Smartphones serviced as the phones are in our name. Please call our office at 031-625-2258 when you are at the service center so we can speak with the technician.

    Below we have a video that walk you through finding a service center using one of the websites.