Pre-Ordering a Portal

Learn More About Portal

Before you set up your Portal, make sure you have all the items that should be included in your Portal box.

The following items should be included in your Portal or Portal Mini box:

  • Portal or Portal Mini.
  • Power cord.
  • Quick Start Guide.

The following items should be included in your Portal+ box:

  • Portal+.
  • Power cord.
  • Camera Cover.
  • Quick Start Guide.

Notes:

  • The items included in your Portal box are everything you need to start using Portal, Portal Mini and Portal+.
  • You can purchase additional accessories to go with your Portal, Portal Mini or Portal+ separately.

Before you set up your Portal TV, make sure you have all the items that should be included in your Portal TV box.

The following items should be included in your Portal TV box:

  • Portal TV.
  • Remote Control (with 2 AAA batteries inside).
  • Power cord.
  • Portal TV Quick Start Guide.

Notes:


Each Portal provides similar software and basic features.

Portal TV allows you to make video calls through your TV. The other Portals have built-in screens that vary in size and can be used anywhere in your home, as long as they’re plugged in. Portal TV audio uses your TV sound system. The other Portals have built-in speakers.

Learn more about the differences between each Portal on the Portal comparison page.


Availability

Portal [Gen 1] and Portal+ are currently available to purchase in select countries:

  • Canada
  • United States

Portal, Portal Mini and Portal TV are currently available to pre-order in select countries:

  • Canada
  • France
  • Italy
  • Spain
  • United Kingdom
  • United States

Portal+ is currently available to pre-order in select countries:

  • France
  • Italy
  • Spain
  • United Kingdom

Portal is designed and certified to operate only in select countries.

We can’t guarantee functionality of Portal outside these countries. Portal devices taken outside of select countries aren't eligible for importation into other countries and aren't covered by the limited product warranty.

When you buy a Portal through portal.facebook.com, you can ship it to the following types of locations:

Regular addresses:

  • Homes.
  • Apartments.
  • Dorms.
  • Condos.
  • Offices.

Military addresses:

  • APO.
  • DPO.
  • FPO.

Portals can't be shipped to the following types of locations:

  • P.O. Boxes.
  • Freight Forwarding addresses.

Portal’s restricted shipping locations:

Some locations that can only be reached by local courier or require additional delivery handoffs may not be eligible for delivery. Portal can’t be shipped to the following regions:

  • French Polynesia, France
  • Guadeloupe, France
  • Reunion, France
  • San Marino, Italy
  • Vatican City, Italy
  • Balearic Islands, Spain
  • Canary Islands, Spain
  • Jersey, United Kingdom
  • Guernsey, United Kingdom
  • Isle of Man, United Kingdom
  • Puerto Rico, United States
  • Virgin Islands, United States

Notes:

  • Check to make sure you include the right shipping information before checking out. Portal isn’t responsible for shipping problems due to missing or incorrect addresses.
  • If you receive an error message after entering your address at checkout, it means we can't currently ship to that address. Try using a different residential or business address.
  • If your address has a front office, mail room or receptionist, they can sign for your Portal when it arrives. Check with them if your tracking details say your device was delivered, but you didn’t receive it yet.
  • If you ship a Portal to a military address, it can take between 45 to 60 days to receive the Portal. For security reasons, the package will have limited tracking information.
  • If you don’t receive your Portal after 60 days from when your order shipped, please contact Portal Support at portal.facebook.com/help/ with your order number for help.
  • Learn more about where you can use Portal.


Pre-Ordering

To order or pre-order a Portal from portal.facebook.com:

  1. Go to portal.facebook.com/cart/.
  2. Select a Portal. You may be asked to select the color you'd like for your Portal.
  3. Select Continue to Checkout.
  4. Add and confirm your address and select Continue to Payment.
  5. Add and confirm your billing information and select Place Order to complete your order.

Notes:

  • If you’re ordering more than one Portal, you can ship each Portal to a different address within the same order. During Checkout, click next to Ship all items to the same address. Then you can enter a shipping address for each Portal you order.
  • If you have issues ordering a Portal, please contact Portal Support at portal.facebook.com/help for assistance.
  • If you are ordering a Portal TV, a high-speed HDMI cable is sold separately. You have the option to add a high-speed HDMI cable to your order during checkout for an additional fee.

When will payment be collected for my Portal pre-order?

If you pre-order a Portal, Portal Mini or Portal TV from portal.facebook.com, we won’t collect payment until your order is being prepared for shipment.

Pre-orders for Portal will start shipping on 10/15/2019.

Pre-orders for Portal TV will start shipping on 11/5/2019.

After placing an order through portal.facebook.com, you'll receive an email summary of your order. Your order status, tracking information and receipt of your order can be found on your account page.

For additional order details, like shipping address, order ID and cancellation options:

  1. Go to your account page.
  2. Select Order Details.

If you have an issue tracking your Portal order, please contact Portal Support at portal.facebook.com/help for assistance.

Your Portal comes with a limited product warranty. You can learn more about your warranty coverage on the Portal warranty page.

If you've purchased your Portal through portal.facebook.com, you may be eligible for a refund or return within 30 days of your purchase. To request a return, you must inform us of your decision by contacting Portal Support at portal.facebook.com/help.

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

If your pre-order payment method hasn’t been charged yet:

If you pre-ordered your Portal from portal.facebook.com and your payment method hasn’t been charged yet, you can cancel your pre-order. We won’t charge your card until your order is being prepped for shipment.

To cancel your Portal pre-order:

  1. Go to your account page.
  2. Select Order Details.
  3. Select Cancel Order.
  4. Select a reason for canceling from the menu.
  5. Select Cancel Order to confirm your cancellation.

If your pre-order payment method has already been charged:

If you pre-ordered your Portal from portal.facebook.com and your payment method has been charged, the pre-order can no longer be canceled.

Learn more about Portal, Portal Mini and Portal TV, now available to pre-order.


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Last updated October 1, 2019
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