Frequently Asked Questions: Verizon Bill, Plans, and More - Victra

Question 1

What is Victra?

Accepted Answer

Victra is a leading Verizon Authorized Retailer with nearly 1,500 locations across the United States. Dedicated to providing exceptional customer experiences, Victra goes beyond the typical retail interaction, treating visitors as "guests." Their knowledgeable staff offers a comprehensive selection of wireless devices, including smartphones, tablets, wearable technology, and accessories, alongside Verizon's industry-leading services.

Question 2

Where is Victra's Headquarters?

Accepted Answer

Victra, a leading Verizon Authorized Retailer, has its headquarters located at 8510 Colonnade Center Dr Unit 300, Raleigh, NC 27615. Established in 1996 by Richard and David Balot in Wilson, North Carolina, Victra has since grown to become a major player in the wireless retail industry.

Question 3

Is Victra the same as Verizon?

Accepted Answer

Victra is an authorized reseller of Verizon's and the largest in the USA. Victra provides many of the same solutions, if not more than a typical Verizon store.

Question 4

What can I buy in a Victra store?

Accepted Answer

Victra stores sell phones, tablets, smartwatches, Verizon Home Internet that customers can set up themselves at home (recommended for locations with 5G network coverage), Hum Connected Car Systems for advanced vehicle monitoring which is great for parents with children driving for the first time, Mobile Internet Hotspots or Jetpacks, and accessories such as carrying cases, screen protectors, chargers, and wireless chargers.

Question 5

Can I pay my Verizon bill at a Victra store?

Accepted Answer

Yes, you can pay using any major credit card or by cash. Apple Pay, Google Pay, and Samsung Pay are also accepted. When paying by cash there will be a $3 fee.

Question 6

How do you schedule an appointment?

Accepted Answer

We recommend scheduling an online appointment through our Store Locator because it will prioritize your visit over others in the store during the hour that you select. Also before visiting one of our stores we recommend spending a minute to read our recommendations regarding ways that you can prepare in advance for your in-store visit to make it faster.

Question 7

Are there any Verizon discounts?

Accepted Answer

Verizon is proud to offer additional data plan discounts ranging from $5-$10 per month for teachers, nurses, first responders, and military as well as veterans. The exact discount amount depends on the number of phone lines associated with your Verizon account. Make sure to speak with a Victra employee about these special offers during your next store visit as they can share with you about the verification process and how to save.

Question 8

How do Victra refunds work?

Accepted Answer

For information regarding Victra's return policy please refer below:

Satisfaction Guarantee

You may terminate service for any reason within 30 days of activation. To terminate service without penalty you must return your device in original* condition, with ALL original packaging. Verizon activation fees are non-refundable unless you terminate service within 3 days of activation. A re-stocking fee of $50 will apply to any return or exchange of a wireless device except where prohibited by applicable law. All Verizon security deposits paid will be refunded by Verizon Wireless via US Mail within 30 to 60 days.

Refund and Exchange Policy

Devices and accessories presented for return or exchange must be returned within 30 days of the original purchase and must be returned in original* condition. (All device purchases made before 6/8/21, however, are subject to 14-day return policy.) Returns or exchanges must be accompanied by the original sales receipt and packaging. All missing components, not limited to home charger, manual or headphones will result in a $50 per item fee. Devices without the original manufacturer's box cannot be returned. All device refunds and exchanges will be charged a $50 re-stocking fee (excluding defective devices exchanged for the same model that are covered under the 30 day warranty), except where prohibited by applicable law. If you received your merchandise through a "Buy One, Get One Free" or any coupon offer, all items must be returned to receive a full refund. No refunds will be allowed on headphones, opened screen protection products, any prepaid transactions, software, memory cards, or gift cards. Cash refunds over $50 will be refunded by corporate check and mailed to the customer's home address. Corporate checks will arrive within three to five weeks.

Warranty and Repair Policy

New devices returned in original* condition within 30 days of purchase may be exchanged. After 30 days, if a warranty replacement is deemed necessary, the exchange is completed via mail through the Verizon Certified Like-New Replacement Program with a Certified Like-New replacement, that is either the same as the customer's original device or comparable to the original device. Apple iPads and Apple Watches cannot be exchanged in store, and customer must contact Apple directly to obtain service. Warranty for all defective accessories are to be handled directly with the manufacturer and cannot be exchanged or refunded in the store.

Original condition is determined by Victra personnel sole reasonable discretion. Phones must be in new, working condition and cannot have any physical or liquid damage.
***Please contact Verizon Corporate Customer Service for returns information if you need to return an item associated with a Verizon.com order, or order placed through Victra or Verizon Customer Service.***

Question 9

How do I return a new device?

Accepted Answer

You may return devices that are not damaged within 30 days of purchase (the date of activation) and a re-stocking fee of $50 will apply to any return or exchange of a wireless device except where prohibited by applicable law (excluding defective devices that may be exchanged for the same model that are covered under the 30 day warranty). Verizon activation fees are non-refundable unless you terminate the service within 3 days of activation. Some accessories such as screen protectors or earphones are not returnable if the box was opened and the items were used. Damaged devices are not eligible for returning (items returned in the original condition within 30 days are refundable after the restocking fee) although damaged devices may have trade-in value towards the purchase of a new phone, tablet, or smartwatch from Victra.

Question 10

Can I add warranty to my devices?

Accepted Answer

You may buy warranty coverage such as Verizon Mobile Protect for any device within 30 days of purchase. After 30 days, warranty upgrades are no longer allowed until specially designated upgrade periods referred to Open Enrollment is underway. During the weeks of open enrollment, you can enroll your device in Verizon Mobile Protect if the device is fully functioning, without damage (including liquid or cracked screens), and free of defects/malfunctions.

You can check your Mobile Protect eligibility in My Verizon. If Device Protection is listed under the Get Products tab, you’re eligible to enroll.

If you’re bringing your own device, you can check device compatibility before signing up for a new line of service.

Note: Verizon Mobile Protect isn’t available in New York or for New York customers until 4/21/22. Prepaid accounts aren’t eligible for Verizon Mobile Protect at this time.

Question 11

How do you prepare your phone for trade in?

Accepted Answer

Trading-in is easy – we have been doing them for years. Just bring your phone in and we will review your device and account details with Verizon then offer you on the spot the best available promotions based on your current data plan and needs. You will know your trade-in value during your visit and our store employees can do the math to explain by exactly how much your monthly bill will be changing before and after your trade-in.

Question 12

Price or promotion change after your purchase?

Accepted Answer

Our customers are able to take advantage of any current in market promotion within 14 days of their purchase. For more information please visit one of our stores or contact Victra Customer Care at 1-919-948-7500 (open from 9 am to 9 pm EST, Monday – Friday)

Question 13

Can I upgrade a cracked phone?

Accepted Answer

An upgrade occurs when you buy a new mobile device to replace a device already linked to one of your Verizon account lines. If your current Verizon phone doesn’t perform as well as it once did, or if you just want to switch to the latest model, you can often upgrade your device…..

Question 14

Should I trade in my phone?

Accepted Answer

Trading in your old phone will often give you credit or cash towards a new device, presuming the old phone is in good condition. How much credit you get depends heavily on when you choose to trade the phone…..

Frequently Asked Questions

About Victra

What’s the difference between a Verizon store and an authorized retailer?

Who owns Victra?

Finding & Visiting a Victra Store

Where is the closest Verizon store to me?

Should I schedule an appointment online before visiting a Victra or Verizon store?

Pricing & Promotions

Are prices the same at Victra and Verizon?

Does Victra offer special discounts for certain member groups, such as first responders?

Victra Services

What in-store services does Victra offer?

Can I upgrade a cracked phone at Victra?

Will Victra help me change my Verizon plan?

What are the benefits of trading in my device to Victra?

Victra Account Management

Can I manage my Verizon account through Victra?

Can I add a line or remove a line at Victra?

Where can I pay my Fios bill?