Faqs - Answers to common questions

Offer questions

Do you offer a one year rental for your phones?
Unfortunately, currently we are not offering educational rentals on a one year basis.

Will this phone work outside of my destination country?
Our country specific phones only work in the country they are designated for, in order to be consistent with the rates quoted on our site. If you are traveling to a country outside of your host destination we offer two options: a cross border sim card, as well as a cross border Blackberry. Both options are very competitive solutions for calling throughout Europe. The cross border Blackberry e-mail service is unlimited in all 170 countries in which Blackberry service is available. We recommend that Students use the Blackberry e-mail feature to communicate outside of the host country.

What options do I have when I go outside my host country without the cross border sim card?
In addition to the cross border SIM, the cross border Blackberry is a very competitive voice solution for calling throughout Europe. It is also important to note, that the Blackberry e-mail service is unlimited in all 170 countries in which Blackberry service is available. We recommend that Students use the Blackberry e-mail feature to communicate outside of the host country.

Will this phone work with my Skype service?
Cellhire phones can be reached via Skype just like any other cell phone.

Billing questions

What is an authorization?
An authorization is a "hold" or "freeze" of funds against your credit card’s available account balance. It is similar to when a bank places a "hold" on a check you want to cash. Once the authorization is released, the funds are then available to be used. If an authorization on your card should be declined, Cellhire would require a deposit. Authorizations are automatically released three to five business days from the date they are taken.

What is a deposit?
A deposit is an actual charge taken from your credit card account. In the event Cellhire takes a deposit from your account, the money will be held until all call records are received and billed to your credit card. When your final Cellhire invoice is produced your credit card will be refunded or charged accordingly.

Is there a cancellation fee?
If the rental is cancelled before the rental is shipped, no cancellation fee will be imposed. However, if the equipment has already been shipped an administrative fee is applicable. Cancellation fees are dependent on rental service. Please call Cellhire for specific cancellation charges.

Is insurance offered?
Yes. Theft & Loss Protection is offered with Cellhire rentals for a nominal fee, however there is a deductible for stolen, lost and damaged phones. For Theft & Loss Protection plans please refer to the rental charges matrix within each product page.

Am I billed for every call?
Yes, you will be billed for every attempted call. As with all cellular services, the possibility of dropped and disconnected calls exists. Unfortunately, Cellhire cannot be liable for these interruptions in service

Can you tell me where I am in terms of how much I have billed so far?
Due to the nature of our service we cannot provide “just in time” call feeds. Typically a customer will receive their bill every 30-45 days. At that time the customer will be provided with an itemized detail of all their calls for that respective bill cycle.

Are the incoming calls free in every country that I go to?
Incoming calls are only free if you are in the country your phone is designated for.

Delivery & Collection questions

How is equipment delivered?
Cellhire uses express small parcel couriers for most shipments, i.e., UPS and Federal Express. In cities where same-day deliveries are available, Cellhire may use an in-house messenger or courier service.

When do you think you can get the phone to me?
Our ordering system will allow you to choose the business day you want your phone to arrive.

Is overnight priority delivery available?
Yes, priority overnight delivery is available for an additional charge. For priority overnight delivery charges, please refer to the rental charges matrix of each service.

Is Saturday delivery available?
Saturday delivery is available for an additional charge to most US destinations. For Saturday delivery charges, please refer to the rental charges matrix within each product page.

This is coming to my home, can you waive the signature?
Unfortunately in order to deter fraud all our phones are sent signature required.

How is equipment returned?
For clients receiving their equipment in the United States or Canada, Cellhire includes a pre-paid return pack along with the rental kit. Simply place the equipment into the supplied return bag and contact the courier company to arrange for collection, or hand the package to an authorized courier representative or location. The customer is responsible for all charges incurred on the phone until the package is scanned by one of Cellhire’s authorized couriers or returned to a Cellhire location.

Is there a charge for delivery and collection?
For applicable charges, please refer to the rental charges matrix within each product page.

Does the delivery have a guaranteed time?
Unless otherwise requested, deliveries will be shipped via UPS ground service for delivery three to five business days from date of shipment, there are no delivery time guarantees for this service. Overnight and two-day services are available at additional cost and are subject to the carrier’s published delivery time guarantees.

What happens if I do not return my phone within the twenty week semester rental period?
After twenty weeks the phone rental will begin billing a rental rate of $20.00 per month until the phone is returned or closed as lost or stolen.