Ordering and Shipping with Visible

Ordering

Before placing your order, the first thing you want to do is make sure your shipping address is up-to-date. Visit the Manage your Visible account  page to learn how to update your shipping address.
 

Note:

• If your credit card’s billing address does not match the shipping address, you may receive a payment error.

  • If your billing and shipping addresses differ, Visible recommends using PayPal.

• Once your order has shipped, you cannot change the shipping address.

• The Visible Care team cannot update a member's physical address for the safety and protection of our members.

Worried about shipping costs? Orders ship for free! When you place your order through Visible, there should be $0 on the Shipping line.

How do I order a replacement physical SIM card?

Reach out to the Care team if your SIM card is:

• Lost
• Stolen
• Broken
• Never arrives

An agent on our Care team will order a new SIM card for you, free of charge!

Shipping

The contents of your shipment and which Visible plan you are currently on will determine the shipping carrier and method/timeframe:

Shipping time frame begins upon placing the order or requesting a replacement SIM card.

See the table below for expected delivery times. All times listed are in Eastern Standard Time (EST).

Visible requires that carriers receive a signature when a device is delivered, so make sure someone is home for the package. If no one is available to sign for the package, make sure to review the carrier’s signature policies:

How can I track my shipment?

Members with tracking can find that information from their Visible account. Here you will receive an estimated delivery date, and receive updates when your order was: 

• Placed

• Shipped

• Out for delivery

• Delivered

Follow these steps to track your shipment:

What should I expect in my package?

New members will receive a SIM card with their first device order. For existing members, transfer your eSIM or SIM card to your new device.

In the case that you don’t receive everything you need to activate service on your new device, let our Care team know.

See our activation articles when you’re ready for the next step:

• iOS Activation
• Android Activation

Note: Holidays or severe weather may affect these estimated times. Your tracking information may arrive via email on the day the item ships or is due to arrive, so hang tight if you don't get a tracking number right away!

Why am I being charged a “CO Retail Delivery Fee”?

Colorado law requires Visible to assess a retail delivery fee for all orders shipped to Colorado containing taxable tangible personal property and it will appear as "CO Retail Delivery Fees" in your cart.

• When financing through Affirm, the CO Retail Delivery Fee will be included as part of the loan.

It shows up as "CO Retail Delivery Fees" of $0.29 in the checkout process or in your bag.  

It applies to phone/wearable orders, but not SIM-only orders since the law requires a "taxable" amount. SIM is free, so the taxable amount is $0, and thus we don't apply the fee.

It'll be charged as "pay today", along with the device/wearable charges. Just like device charges, it's not actually charged to the payment method until the product is shipped.

For Affirm financing, it's NOT part of the loan amount but will be charged as a separate "pay today" item.
The delivery fee is NOT refundable. If the member returns a device, the delivery fee is not refunded.


If you need assistance, feel free to reach out to the Care team through the Visible app or chat online.