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magicJack-FAQ

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Get your magicJack and one year of
FREE Local and Long Distance calls, FREE Directory Assistance FREE Phone Number FREE Call Waiting FREE Voicemail & FREE Caller ID
 
For Only $39.95 (+ $6.95 s+h) 
 
You will be sent an email giving you the
option to renew each additional year for Only $19.95

*Full Name:
*Email Address:
*Confirm Email Address:
*Zip:
*Address:
Apt / Suite:
*City:
*State: (choose state)
*Country:
Phone Number:
*Type:
*Card Number:
*Expiration Date:
*Expiration Year
  

Collapse Getting Started Getting Started
Collapse How long does it take to get started? How long does it take to get started?
The first time you plug in your magicJack, it will install within minutes. The next time you plug it in, you can use it in seconds!
Collapse What do I need to get started (requirements)? What do I need to get started (requirements)?
  1. Any computer with Windows XP or Vista operating system; (Mac/Apple will be available any day.)
  2. One of the following: broadband, high-speed internet, cable internet, DSL, WiFi or WiMax
  3. Your present corded or cordless telephone
Collapse Can I give my employees their own individual incoming and outgoing lines? Can I give my employees their own individual incoming and outgoing lines?

Every magicJack comes with its own telephone number, and its own "line". You can use multiple magicJacks behind one router.

Collapse Can I give my children their own incoming and outgoing lines? Can I give my children their own incoming and outgoing lines?
Yes. Each magicJack comes with its own telephone number and line. You can use multiple magicJacks behind the same router.
Collapse What is the difference between magicJack and Skype? What is the difference between magicJack and Skype?
  • magicJack is an easy-to-use device that allows you to use a regular telephone handset to make calls. Skype is a software program, and accessories must be purchase separately.
  • Skype must be installed on your computer, whereas magicJack's software runs automatically.
  • Skype uses a peer-to-peer network, whereas magicJack uses a dedicated telephone network.
Collapse What is the difference between magicJack and traditional VOIP carriers? What is the difference between magicJack and traditional VOIP carriers?
  • many other VoIP carriers do not have dedicated telephone networks, and lease this service from other companies. This can result in higher costs and poorer reliability. magicJack uses a dedicated telephone network.
  • magicJack comes with an easy-to-use device to allow you to use a regular telephone handset.
Collapse Do I need a headset to use magicJack? Do I need a headset to use magicJack?
No. You can use magicJack with either a regular telephone handset, or with a headset. You can also use both, and switch between the two.
Collapse How is the call quality on magicJack compared to a cell phone? How is the call quality on magicJack compared to a cell phone?

Most users find the call quality of magicJack to be superior to that of a cellular telephone, and to be comparable to a traditional telephone call.

Collapse Can magicJack replace my existing home phone service? Can magicJack replace my existing home phone service?
Yes, it can. You get a regular telephone number, incoming and outgoing calls, and a host of "regular" features. You can use magicJack with your existing telephone as well.
Collapse How fast is my connection time with a magicJack? How fast is my connection time with a magicJack?

Connection time with a magicJack call is comparible to a traditional phone call. If you call another magicJack user, the connection is almost instantaneous!

Collapse What happens during a power outage? What happens during a power outage?

magicJack relies on power from your computer, as well as a broadband connection, so if your computer has no power then magicJack will not function. If your computer has a battery, such as a laptop, and you are using wireless broadband, then magicJack will continue to function during a power outage.

Your voicemail and call forwarding will work in the event of a power outage.

Collapse Can I block Telemarketer calls on my magicJack line? Can I block Telemarketer calls on my magicJack line?
Yes, using www.donotcall.gov
Collapse If we use magicJack for all our local and long distance service will I need a second one for traveling? If we use magicJack for all our local and long distance service will I need a second one for traveling?
Yes you will. But by traveling with a second Magic Jack, it will pay for itself almost immediately.
Collapse If I change Internet providers, do I need to notify magicJack? If I change Internet providers, do I need to notify magicJack?
No. You can move magicJack between Internet providers without having to let us know.
Collapse If I move do I need to notify magicJack? If I move do I need to notify magicJack?
No. You can use magicJack from anywhere in the world, without letting us know.
Collapse If I change my email address, do I need to notify magicJack? If I change my email address, do I need to notify magicJack?
Yes, you should let us know. We will release a user self-service portal shortly where you can do this.
Collapse Frequently Asked Questions Frequently Asked Questions
Collapse Tell me how I can save when I travel. Tell me how I can save when I travel.
The magicJack is one of the most portable communication tools available. It fits into your pocket or briefcase. Use the magicJack anywhere you find high speed internet service and continue the same great savings around the world.
Collapse Tell me how International friends, family and/or associates can save. Tell me how International friends, family and/or associates can save.
They can use a magicJack the same way you do to make and receive calls to US and Canada. It is a great way to save on international calling for anyone outside the US.
Collapse Do you have an affiliate or partner program? Do you have an affiliate or partner program?
Not at this time.
Collapse Does the other party need to have a magicJack too? Does the other party need to have a magicJack too?
No, the other party (either the person calling you, or the person you are calling) does not need magicJack. They can use a regular telephone or cell phone.
Collapse Features Features
Collapse Tell me about Voicemail. Tell me about Voicemail.
Free voice mail is included in your magicJack purchase. 

Simply install your magicJack and follow these directions:
From your phone (that is plugged into your magicJack) dial your own number.
-OR- 
Click the Voice Mail button on your Softphone (the phone displayed on your computer screen).

When you hear a voice, press the * (star) key.
When prompted, dial the default password 1234 on your phone or Softphone. 
Please change your password once you’ve accessed your account.
Follow the prompts to personalize your options.
Collapse Tell me what features come with my magicJack. Tell me what features come with my magicJack.

Included with your magicJack cost of $39.95 are the following:

  1. A phone number from one of many metropolitan areas around the country that can receive free incoming calls from around the world.
  2. A license to use the magicJack to call the US and Canada for FREE during your first year of use.
  3. A USB optional extension cord.
  4. Free local and long distance calling to US and Canada.
  5. Free International calling to US/Canada numbers when traveling outside of the US.

Collapse Does my computer need to be on in order for my calls to be forwarded? Does my computer need to be on in order for my calls to be forwarded?
No. Calls are forwarded from our own switches, so your computer can be off, or your magicJack unplugged.
Collapse Does my computer need to be on for my voicemail to work? Does my computer need to be on for my voicemail to work?
No, your computer can be off, or your magicJack unplugged, and users can still leave you voicemail.
Collapse What number or name will people see on their caller ID on a call from me? What number or name will people see on their caller ID on a call from me?

People that you call will see your ten-digit magicJack telephone number on their call display.

Collapse Does magicJack have traditional “Call waiting”? Does magicJack have traditional “Call waiting”?
Yes, it does. If you get another call during a call, press the Flash button on your telephone to switch between calls.
Collapse Does magicJack receive incoming calls as well? Does magicJack receive incoming calls as well?
Yes. You get a regular ten-digit telephone number with magicJack, and anyone in the world can call you.
Collapse Do I have Caller ID with magicJack? Do I have Caller ID with magicJack?
Yes, magicJack will display the caller ID of the person calling you, and other parties with caller ID will see your telephone number when you call them.
Collapse Do I have traditional dial tone with magicJack? Do I have traditional dial tone with magicJack?
Yes, you will hear a traditional dial tone when you pickup your telephone handset, or using your computer headset
Collapse When a call comes in on my magicJack line, will my phone ring? When a call comes in on my magicJack line, will my phone ring?
Yes, your telephone will ring as it normally does.
Collapse International Calling International Calling
Collapse How do I make calls to locations outside the USA? How do I make calls to locations outside the USA?
Call any person on their magicJack number in any country and the call is free.

Call back to the US from another country with your magicJack and it's free.

To dial directly from your magicJack number to an International number, registered magicJack users can purchase International minutes by logging in to their account at http://my.magicjack.com
Collapse If I call someone on a magicJack overseas, do I need to dial the country or city code? If I call someone on a magicJack overseas, do I need to dial the country or city code?

No, you would dial as you would normally from the United States.

Collapse If I call back to the US or Canada from overseas, do I need to dial a country or city code? If I call back to the US or Canada from overseas, do I need to dial a country or city code?

No, you would dial as you would normally from the United States.

Collapse Can I make calls to countries besides the US and Canada on magicJack? Can I make calls to countries besides the US and Canada on magicJack?

You can call other magicJack users anywhere in the world for free.

To dial directly from your magicJack number to an International number, registered magicJack users can purchase International minutes by logging in to their account at http://my.magicjack.com

Collapse Can I call Puerto Rico for free? Can I call Puerto Rico for free?
Yes, as well as the US Virgin Islands.
Collapse 911 / 411 Services 911 / 411 Services
Collapse Does 911 service work with magicJack? Does 911 service work with magicJack?
Yes, 911 Emergency Services works with magicJack. In an emergency, dial 911.

Please note that magicJack may not work during a power or internet outage.
Collapse How do I get 911 Emergency Service on magicJack? How do I get 911 Emergency Service on magicJack?
Register your current US address during the registration process.

Please make sure that your address information is complete, up-to-date and accurate. (If you travel, you must update your 911 service address.)

Wait for a confirmation email that your 911 service address is registered. Dial 911 only in an emergency. Our 911 service is different than 911 service offered on traditional phone lines.
Collapse Are 411 calls free with magicJack? Are 411 calls free with magicJack?
Yes, 411 calls are free!
Collapse Guarantee Guarantee
Collapse Tell me about the guarantee Tell me about the guarantee

If you purchased the magicJack directly from our website and if for any reason the magicJack does not perform just as we say, you can return it to us during the first 30-days, and get a full refund of the purchase price minus shipping and handling; or receive a device exchange. In order to receive a refund or exchange you must request and receive a magicJack RMA number by e-mail and the magicJack device must be returned in its original packaging, be accompanied by proof of purchase and you will pay for the return shipping.


If you purchased the magicJack from one of our authorized agents, please contact the distributor or retailer directly to learn about their refund policy.

Collapse Accessories Accessories
Collapse Do I need a headset to use magicJack? Do I need a headset to use magicJack?
No. magicJack can be used with a regular house phone, but you can also use a headset if you wish.

You can use a phone, headset, or switch between the two during a call.
Collapse Are there any Bluetooth accessories available for magicJack? Are there any Bluetooth accessories available for magicJack?
Yes, you can use any Bluetooth headset that your computer recognizes as a sound device. Use the "Switch To Headset" option on the magicJack menu.

Please contact the manufacturer of your headset for technical support if necessary.
Collapse Compatibility Compatibility
Collapse Can I use magicJack on mac as well as PC? Can I use magicJack on mac as well as PC?
As of November 26, 2007, magicJack is available only on the PC Platform with MS Windows. We plan to release an upgrade to allow magicJack to run on macs as well.

Once this upgrade is available, you will be able to use your magicJack on PCs or your Apple macintosh, and even switch between them.
Collapse What operating systems does magicJack support? What operating systems does magicJack support?
magicJack currently runs only on PCs with MS Windows XP or Vista.

We plan to release an upgrade to allow magicJack to run on macs shortly.
Collapse Will magicJack work on dialup internet service? Will magicJack work on dialup internet service?
No. Dial up internet service does not provide enough bandwidth for magicJack.

magicJack uses approximately 80 kbps of bandwidth (both upload and download), so you will need at least an ISDN or "Lite" broadband connection.

Note, magicJack-to-magicJack calls may work using Dial up internet service.
Collapse What type of internet service do I need? What type of internet service do I need?
Any of the following:

Broadband, high-speed internet, cable internet, DSL, WiFi or WiMax

magicJack does not work over Dial-up or satellite internet.
Collapse If I am on DSL, can I still use my computer? If I am on DSL, can I still use my computer?
Yes. magicJack will use only a portion of your bandwidth, so you can continue to use your computer and DSL connection.
Collapse Can I keep my DSL service if I cancel my local phone number? Can I keep my DSL service if I cancel my local phone number?
This depends on your internet service provider. Some internet service providers offer DSL service without a telephone number. Please contact them for more information.
Collapse Can I have an alarm system hooked up? Can I have an alarm system hooked up?
No. We do not recommend using magicJack with your alarm system.
Collapse Can I send and receive faxes using magicJack? Can I send and receive faxes using magicJack?
Sometimes.

We do not officially support using faxing with magicJack.

Please try the following steps to use magicJack with your fax (contact your fax vendor for details):

  1. turn off error correction on your fax machine or program
  2. set the fax machine or program to use the slowest speed available
  3. increase the speed, checking at each speed that faxes work
Collapse Will magicJack work with "Lite" broadband internet service? Will magicJack work with "Lite" broadband internet service?
Yes.

magicJack requires approximately 80 kpbs of bandwidth.
Collapse Will magicJack work with cable internet service? Will magicJack work with cable internet service?
Yes. magicJack requires approximately 80 kbps of bandwidth.
Collapse Will magicJack work with wireless broadband? Will magicJack work with wireless broadband?
Yes. magicJack works with wireless broadband such as EVDO and HSDPA
Collapse Will magicJack work with satellite broadband, like DirecTV? Will magicJack work with satellite broadband, like DirecTV?

No. We do not recommend using magicJack with satellite internet.

Collapse How many magicJacks can I have with one broadband connection? How many magicJacks can I have with one broadband connection?

You can use several magicJacks with one connection. It depends on the total bandwidth provided by your internet connection. Each magicJack will use approximately 80 kbps of bandwidth during a call.

Collapse What kind of phones work with magicJack? What kind of phones work with magicJack?

Any regular telephone handset that has an RJ-11 plug.

You can use either an analog or digital phone.
Collapse Will magicJack work with a two line phone? Will magicJack work with a two line phone?

magicJack requires a traditional telephone handset that uses an RJ-11 plug.

Collapse Can I use magicJack with a cell phone? Can I use magicJack with a cell phone?
No. You can use a computer headset or traditional telephone handset with magicJack.
Collapse Will magicJack work on a Networked computer? Will magicJack work on a Networked computer?

Yes. magicJack will work on a computer that is behind a router.

Collapse Will magicJack work with Linux? Will magicJack work with Linux?
No. magicJack is not compatible with the *nix operating systems at this time. We'd like to, but we'll have to crunch the numbers.
Collapse Can I use a speakerphone with magicJack? Can I use a speakerphone with magicJack?
Yes, you can use a speakerphone the same way you would with a traditional telephone.
Collapse Does magicJack work with PBXs such as Asterisk? Does magicJack work with PBXs such as Asterisk?
No, it does not.
Collapse Does magicJack work with Microsoft Outlook? Does magicJack work with Microsoft Outlook?
Yes it does.

On the magicJack softphone, click Menu, then Download Outlook Add-in...
Collapse Phone Numbers Phone Numbers
Collapse What area codes are available? What area codes are available?
To view a list with active and pending area codes visit http://www.magicjacktv.com/1/areacodes.asp
Collapse Can I use my existing phone number as my magicJack number? Can I use my existing phone number as my magicJack number?
Yes, but not yet.

You will be able to transfer or port your existing local phone number to magicJack, for a nominal fee, in the coming months.
Collapse Can I get a "vanity" number? Can I get a "vanity" number?
No. This feature is not available at this time.
Collapse Can I request a specific area code for my new magicJack line? Can I request a specific area code for my new magicJack line?
Yes. When you first plug in your magicJack, you will be able to select your area code.
Collapse Do I have to give up my home phone number to try magicJack? Do I have to give up my home phone number to try magicJack?

No, you do not. You will get a new phone number to use with your magicJack.

Collapse Will my new number be listed in directory assistance? Will my new number be listed in directory assistance?
No, it will not be.
Collapse Will my new number be listed in the telephone directory? Will my new number be listed in the telephone directory?
No, it will not be.
Collapse Can I request that my new number be “unlisted”? Can I request that my new number be “unlisted”?

No. However, your telephone number will not be listed in any directories.

Collapse If I move to a different area code can I take my magicJack number with me? If I move to a different area code can I take my magicJack number with me?

Yes. Your magicJack is entirely portable, and will have the same phone number from anywhere in the world.

Collapse Using your magicJack Using your magicJack
Collapse Can I work on my computer while I am using magicJack? Can I work on my computer while I am using magicJack?

Yes, you can use your computer when magicJack is plugged in, or during a call.

Collapse Will I lose any data I am working on if a call comes in? Will I lose any data I am working on if a call comes in?

No.

Collapse Does my computer need to be on to make or receive calls? Does my computer need to be on to make or receive calls?
Yes, it does. You also need a working internet connection. Your computer does not need to be on for users to send you voicemail or for call forwarding, however.

If you are interested in saving power, you turn off your monitor and hard drive using Windows control panel. You can also use the "Windows hardware profiles" system to selectively turn off devices (such as your CD-ROM) to minimize power usage.
Collapse If my kids are using magicJack on their computer, can I use magicJack on my computer? If my kids are using magicJack on their computer, can I use magicJack on my computer?

Yes. More than one magicJack may be used at the same time behind the same router.

Collapse Can I use magicJack in a Hotel or Motel? Can I use magicJack in a Hotel or Motel?
Yes, you usually can. Some hotels may block the connection however.
Collapse Can I use magicJack to forward calls to my cell phone? Can I use magicJack to forward calls to my cell phone?
Yes, you can. We will be releasing a user self-service portal shortly where you can set this up.
Collapse Do I have to dial any extra numbers with magicJack? Do I have to dial any extra numbers with magicJack?

For long distance calls, simply dial the other party's 10-digit telephone number. You may have to dial 10-digits for local calls in some areas.

Collapse Does magicJack support three-way calling? Does magicJack support three-way calling?
Yes, magicJack supports 3-way (conference) calling.

Calls must be incoming.

When you have two incoming calls (one on hold), press ## to start a three-way call. Press #* to end the three-way call.
Collapse Shipping Shipping
Collapse Tell me when I will receive my magicJack Tell me when I will receive my magicJack
Orders are shipped within a single business day via USPS standard mail (orders placed by 3pm on a weekday will go out the same day). You will receive a notification in your email when the order is fulfilled. Delivery without tracking usually takes 4-10 business days (no tracking) from when it was shipped.

We also offer priority shipping with a tracking number, which usually takes 2-4 business days from when it was shipped. You will receive an email within 24 hours (excluding weekends and holidays) that will confirm your order and provide a tracking number.

To track an order placed with priority shipping (If you did not choose Priority Shipping, your order cannot be tracked):
  1. Visit http://www.usps.com
  2. Enter your tracking number under "Track and Confirm"
  3. Press "Go"
Collapse How Do I track my Priority Shipped order? How Do I track my Priority Shipped order?
If you chose priority shipping with a tracking number, you should have received an email within 24 hours (excluding weekends and holidays) that will confirm your order and provide a tracking number. 

To track that order:
  1. Visit http://www.usps.com
  2. Enter your tracking number under "Track and Confirm"
  3. Press "Go".
Collapse Can I send a magicJack to a friend or relative overseas? Can I send a magicJack to a friend or relative overseas?
Yes, however you would have to send it to an address in the United States first, and then forward it from there.
Collapse Billing Billing
Collapse Will any charges appear on my credit card when I sign up for a 30 Day Free Trial? Will any charges appear on my credit card when I sign up for a 30 Day Free Trial?
We do not process any charges until the Trial Period has expired. 

Collapse How do I return my magicJack? How do I return my magicJack?
For returns, exchanges, or replacements, visit this link
  1. Select "I want to return my magicJack" from the drop down menu
  2. In the comments, ask for an "RMA number"
  3. Press "Submit"
Collapse Do I receive a record of my long distance calls? Do I receive a record of my long distance calls?
No, you will not receive a record of long distance calls, as all (available) long distance calls are free!
Collapse Tell me how to continue to use my magicJack after one year. Tell me how to continue to use my magicJack after one year.
By purchasing a license for your 2nd year of use - available now for $19.95.
Collapse Will I receive a monthly statement? Will I receive a monthly statement?
No. You can pay for your magicJack service annually, currently at the rate of $19.95 / year.
Collapse Will I ever receive a monthly bill? Will I ever receive a monthly bill?
No. There are no monthly fees with magicJack.
Collapse Is there anything else I could be charged for that I am not aware of? Is there anything else I could be charged for that I am not aware of?
No.

International calling requires the purchase of pre-paid calling minutes from our website.
Collapse When is my annual renewal fee due? When is my annual renewal fee due?
You will be notified via e-mail when your renewal is due. It will be due one year after you first register your magicJack.
Collapse Will I receive a bill or notification that my annual renewal fee is due? Will I receive a bill or notification that my annual renewal fee is due?
Yes. We will send you an email before your annual renewal is due. You will be able to purchase an additional year's service on our website.
Collapse How much will my next year's service be? How much will my next year's service be?
You can purchase an additional year's service now for $19.95 USD.
Collapse Can i save money if I renew in advance for more than one year? Can i save money if I renew in advance for more than one year?
Possibly. If you purchase additional years of service now, you are guaranteed the low price of $19.95 USD per year.
Collapse If I use a magicJack for my business do I have to pay extra? If I use a magicJack for my business do I have to pay extra?

No. Please refer to our Terms of Service

Collapse Can my children run up any fees on magicJack that I won’t be aware of? Can my children run up any fees on magicJack that I won’t be aware of?
No. All calls from magicJack are free.

You cannot call 900 numbers or make international long distance calls with magicJack.

Call any person on their magicJack number in any country and the call is free.

Call back to the US from another country with your magicJack and it's free.

To dial directly from your magicJack number to an International number, registered magicJack users must first purchase prepaid International minutes by logging in to their account at 
http://my.magicjack.com

Collapse Are there any restrictions on long distance usage? Are there any restrictions on long distance usage?
Please refer to our Terms of Service
Collapse Is there a connection, installation or startup fee associated with magicJack? Is there a connection, installation or startup fee associated with magicJack?
No. There is only the $39.95 fee to purchase the magicJack – your first year of service is free.
Expand Is there a cancellation fee? Is there a cancellation fee?
Expand Will I be billed anything during the trial period? Will I be billed anything during the trial period?
Expand If I return magicJack during the 30 day free trial am I responsible for any charges? If I return magicJack during the 30 day free trial am I responsible for any charges?
Collapse Are 411 calls free with magicJack? Are 411 calls free with magicJack?
Yes
Collapse Are there any time of day restrictions on my “free” long distance? Are there any time of day restrictions on my “free” long distance?
Please refer to our Terms of Service.
Collapse Are there any restrictions on the length of calls on my free long distance? Are there any restrictions on the length of calls on my free long distance?

Please refer to our Terms of Service.

Collapse How much does magicJack cost? How much does magicJack cost?
magicJack costs $39.95 plus shipping and handling. This gives you one year of USA and Canada calling.

You can purchase an additional year's service for $19.95
Collapse Do I have to pay any Federal, State, local taxes or fees with magicJack? Do I have to pay any Federal, State, local taxes or fees with magicJack?
No, there are no extra charges.
Collapse Do I receive a record of my long distance calls? Do I receive a record of my long distance calls?
No, as all long distance calls to Canada and the United States are free!
Collapse Trouble-Shooting Trouble-Shooting
Collapse Can a computer virus damage my magicJack? Can a computer virus damage my magicJack?
 

Not likely. If a virus deleted your magicJack software, you can go to

link to be provided when you receive your magicJack.

 to restore your magicJack.

Collapse If I can’t find my answer here, is there a number I can call or an email I can use to get more information? If I can’t find my answer here, is there a number I can call or an email I can use to get more information?
Collapse Is there a user forum? Is there a user forum?
Yes, we have an online forum, so that users can help other users.

It's available at link to be provided once you receive your item.

It is temporarily disabled, but we will re-activate it in the near future.
Collapse What network ports does magicJack use? What network ports does magicJack use?
magicJack uses ports UDP 5061, TCP 80 and TCP 443
Collapse Does magicJack work behind a firewall or NAT? Does magicJack work behind a firewall or NAT?
Yes it does.

You should make sure that your software firewall allows magicJack to make outbound connections. Check the documentation provided by the vendor on how to do this.

If your NAT uses a SIP Application Layer Gateway, you should turn this off. Check the documentation provided by the vendor on how to do this.
Collapse Returns, Exchanges, Replacements Returns, Exchanges, Replacements
Collapse How do I return, exchange, or replace my magicJack? How do I return, exchange, or replace my magicJack?
Returns, Exchanges, Replacements
Collapse How do I return, exchange, or replace my magicJack? How do I return, exchange, or replace my magicJack?

For returns, exchanges, or replacements, visit this link:

 http://my.magicjack.com/returns.html

  1. Select "I want to return my magicJack" from the drop down menu
  2. In the comments, ask for an "RMA number"
  3. Press "Submit"
Collapse How long do I have to return my magicJack for a refund? How long do I have to return my magicJack for a refund?
You have 30 days from the date you ordered.

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