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On 9/24 2016, I ordered two iPhone 7's, through an in-store employee, as part of an upgrade from my two iPhone 6's. I mentioned to the sales rep, that I wanted to trade them in. I was told I would receive the shipping materials, to send in the old phones, in the box with my two new iPhone 7's. On 9/28, I received the package with my new phones. I never received materials or a confirmation email that I was going to trade in the old phones, so I went to MyVerizon to research trading in my device. The two iPhone 6's weren't listed as devices previously activated; only my new 7's are showing. Next, I went to the Verizon store and they told me I had to contact Customer Service, since I received my new phones in the mail. I called the 800 number and was told that my shipping material would arrive this week, so thought all was taken care of. I received two envelopes, each containing one USPS printed "label" with tracking number (two total shipping labels and different tracking #'s) addressed to the Returns department,but no cartons to return the phones in. First question is, should a trade-in be sent to the Returns department when I am expecting up to $650 credit per phone? If no, I guess I will need to contact customer service again...and I'm just over a week away from needing to get this resolved, in order to get my credit. If yes, was I supposed to receive cartons to send back the two phones; or am I supposed to purchase/provide two separate cartons and packing for the phones to be returned undamaged? Both phones are in Otterbox Defender cases, which will be of no further use to me. Can I leave the phones in the Otterbox cases to prevent possible damage during transit? Thank you for any advisement.