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FAQ

    Where do you ship?

    Currently, we sell and ship to countries within the European Economic Area (including the United Kingdom), Switzerland, the United States of America and Canada.

    I am buying from outside the European Union, will there be additional costs?

    For consumers ordering from outside the European Union, we invoice excluding VAT. Some countries or states may apply customs duties or other taxes based on the order value, the payment of which is your exclusive responsibility.

    What are the shipping costs?

    Shipping costs are not included in the product prices and will be calculated upon check out based upon your shipping address.

    Will I receive a tracking link?

    We will send an email confirmation when your product has shipped that includes a tracking link.

    What is your return policy?

    You can return your product within 14 days of the date you receive the product as long as it is undamaged. You will have to return it with all accessories included in the box, and we’ll refund you based upon the original payment method.

    Which payments method do you accept?

    You can pay via debit card, credit card and Paypal in most markets.

    We also support online transfers from bank accounts with iDEAL for customers based in the Netherlands and Giropay for customers based in Germany.

    We look to add more payment options in the future.

    Is the phone unlocked?

    All our phones are carrier unlocked.

    Will the phone work on CDMA networks?

    Our phones are based on GSM technology for 2G and 3G networks. They are not compatible with CDMA on 2G and 3G networks.

    All our phones are compatible with 4G LTE

    What US carriers are supported?

    For now, our phones will work with the following carriers:

    T-Mobile, Metro by T-Mobile, AT&T, Simple Mobile, Speedtalk Mobile, Ultra Mobile, Red Pocket Mobile, Ting, Tempo, Walmart Family Mobile, Pure TalkUSA, Straight Talk.

    Our phones are not yet on the approved list on the Verizon network.

    What Canadian carriers are supported?

    Rogers, Telus, Shaw, BCE, Virgin Mobile, Fido, Freedom, Koodo, Chatr

    What European carriers are supported?

    Our phones are compatible with all European carriers. We are not aware of any exclusion at this stage.

    How many years will you support your phones with software updates?

    We aim to support with at least 5 years of software updates and security patches.

    Will I get regular updates and security patches?

    We publish software updates for our phones at least every 2 months. We sometimes even have updates every month.

    Can I revert to Google stock Android?

    Technically yes, but note that this will void your warranty and support with us.

    How can i get support if something goes wrong?

    You can check our troubleshooting guides, our tutorials, connect with other users to get tips or simply write to our support team who will help you to solve your issue or get your phone fixed. All available options are described on our support page.

    Which Android apps are compatible with /e/OS?

    Most Android apps can be installed on /e/OS.

    For now, we don’t support in-app purchases.

    As Google Mobile Services are not preinstalled on our phones, some apps that depend heavily on those services might not run properly. We update our system regularly to support more apps and ensure they run smoothly.

    Do I need a Murena account with this phone?

    It is optional, although we do highly recommend it. You can sign up for your free Murena account here.

    A Murena account is an extension of /e/OS, with your own and personal email, your calendar, your contacts, notes, tasks… It is a personal cloud storage to back up your data among other things. It creates a unique privacy enhanced environment.

    For advanced users, we also have the option to self-host, read more information about this on this page on our gitlab.

    Can I buy for my company?

    We support professional sales. Please make sure to include your company details in the checkout and your VAT number.

    What is this Murena phone with /e/OS?

    Murena is the new brand for phones coming with /e/OS pre-installed. As we aim to reach more and more people looking for smartphones with privacy built-in, it is important to make it simple for people to refer to their phone, mention it to their friends and relatives, etc…

    Overtime, we expect to roll out the Murena brand to more products and services.

    /e/OS remains the name of the operating system.

    Why Murena?

    Murena is a reference to the project initial name, EELO, we had to drop some time back.

    When looking for a new name, we read this reference on wikipedia we liked a lot:

    Murena is a name (cognomen) used by a Roman plebeian family from Lanuvium belonging to the gens Licinia. It is supposed to be derived from the fondness of a family member for lampreys (murenae). The plebs were, in ancient Rome, the general body of free Roman citizens who were not patricians, as determined by the census. The precise origins of the group and the term are unclear, though it may be that they began as a limited political movement in opposition to the elite (patricians) which became more widely applied.

    Like those free Roman citizens who fought for their freedom, Murena aims to free people from the Big Tech control over our personal data.

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