How do I return or replace my Portal?

This article applies to Portaland Portal TV

Return

To return your Portal:

If you've purchased your Portal through portal.facebook.com and you'd like to return your Portal you can:

  1. Go to your account page.
  2. Below Ordered Devices, click Return this Portal.
  3. Fill out the return request.
  4. Click Submit Return Request.

Once you submit your request you will receive an email with a printable shipping label and instructions. It may take up to 2 days to receive an email. If you don’t receive an email within 2 days:

  • Search your email for an email from Facebook.
  • Check your spam folder.
  • Contact Portal Support at portal.facebook.com/help.

You can return your product within 30 days of receipt. If you are having trouble returning your Portal contact Portal Support at portal.facebook.com/help.

Learn more about our return and refund policy in terms of sale.

To track your return:

  • Once you've initiated a return or exchange by contacting us, you'll receive an email summary of your return or exchange information.
  • If you were logged in during purchase, your return or exchange status and tracking information can also be found on your account page.

Troubleshoot and Replace

If your device is covered under warranty, check your accounts page to see if you can troubleshoot and replace your Portal.

Currently, not all orders can be replaced from your account page. If the following steps aren’t on your account page, contact Portal Support at portal.facebook.com/help.

To troubleshoot and replace:

  1. Go to your account page, then log in to your Facebook account in the top-right corner.
  2. Below your order that needs a replacement, click Order Details.
  3. Click Get Support to see if we can fix your problem.
  4. Click topics that describe your problem.
  5. Review troubleshooting tips. If they don’t fix your problem, click No, I still need help.
  6. Click Request a replacement option to open the request form.
  7. Fill out the request form and submit.
  8. Follow the return instructions on the screen. These instructions are also sent to your email.
Note: Do not ship any return items until you've received a shipping label from the Portal support team. Shipping an item without the proper shipping label can cause additional delay of your return, refund or replacement.

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Last updated May 19, 2021
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Portal voice command availability varies. Learn more. Screen images simulated. User experience may vary. Requires wireless internet connection and Facebook or WhatsApp account. WhatsApp is not available on tablets. Features, functionality, and content vary and may not be available on all Portal models or in all areas and languages. Some features may require a Facebook account and downloading the Portal mobile app. Additional account registration, terms and fees may apply.

*Offer valid November 30, 2021 (12:00 am PT) – January 2, 2022 (11:59 pm PT). Limit 4 devices per transaction. Valid on qualifying purchases at http://portal.facebook.com, while supplies last. Product availability varies: some items may not be in stock. No rainchecks offered. Not valid on prior orders or purchases. Offer is non-transferable and not valid for cash or cash equivalent. Cannot be combined with other offers, discounts, bundles, or coupons; provided, however, a valid discount code received through the Portal Referral Program may be combined with this offer pursuant to the Program's terms. Savings automatically applied at checkout. Offer may be cancelled or modified at any time without notice. Void where prohibited.

Extended Holiday Return Period: Products ordered November 15, 2021 through January 2, 2022 on portal.facebook.com are eligible to be returned within sixty (60) days from the date of your receipt of the Products. Return requests must be completed by end of day January 31, 2022 (local time) to be eligible. Standard return terms set forth above otherwise apply.

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