Frequently Asked Questions

I just placed an order. When will my order ship?

    Your order should ship within 1-3 business days. This may vary due to volume or circumstances beyond our control. We process and ship an order as quickly as possible. We stage and kit each device so it has the apps downloaded, case installed, screen protector installed, so it is ready to go once you receive it.

    Estimated shipping times shown at checkout correspond to how long the shipping time is once the order is processed + shipped to when you will receive your order. 

    How long is the processing time prior to shipment? 

    Our business operations hours are between 9 AM EST - 7 PM EST during typical business days. If an order is placed anytime outside of these hours, it will begin processing at 9 AM EST the next business day. 

    What is included / pre-installed in the phone bundle(s) shipped to me? 

    The handset device is fully staged + kitted to include:

    • Screen protector installed
    • Case installed
    • Activated SIM installed
    • Fully provisioned with Amazon DSP applications installed
      • Google Maps
      • Amazon Flex
      • E-Mentor
      • Chime

    Why am I being charged $0 at checkout for certain products?

      All equipment fees, shipping fees, taxes and rate plans will be billed to T-Mobile account. After you checkout and your order is processed, you are charged to your T-Mobile account.

      Applies to: Samsung Galaxy XCover Pro, T-Mobile 5G Business Internet Router, T-Mobile 5G Hotspot

      How do I place an order?

        To view detailed steps on portal account creation and order placement, visit the “How To Place an Order Page” page, click here.  

        You can also use the “contact us” page to submit questions regarding order placement. 

        How do I know that my Portal account creation was successful? 

          You should receive an email like the below confirming you have created an account for the Hyperion DSP Portal. Please remember your password and log in information. The account confirmation below will not include these details for security reasons.  

           

          How do I track my order status and shipping? 

            Answer: Choose from one of the options below to view status. You must be logged in to view status. 

            • Option 1:
              • Viewing tracking from Portal Account Summary
              • Select the order you would like to view by DSP Order Number: 

              • Refer to the screenshot below to locate the link to track shipment, as well as order status.   

             

            • Option 2:
              • Viewing tracking from email notification: 

            Refer to screenshot below to view tracking notification via email.