The actual legal IUP T&C states we have 14 days to turn in the previous phone. I've posted the link above, see the IUP page on store.apple.com (footnotes) for it also. So, at some point, it will be normal for us to mail it back in. They just haven't gotten there yet. What I *surmise* will be the process is because every new phone is a new loan, the old loan won't be cancelled until they receive the old phone in good condition. Or perhaps they will charge an AC+ 'incident' to it if it's in bad enough condition to need to be replaced. But in any case, there is nothing in the T&C that prevents us in the IUP from never stepping foot in a store. Apple just hasn't gotten the experience with the program to go there yet. More's the pity. I don't want to go to the store again for this (like last year) any more than you do. And the store concept is what broke everything last Friday AM in the first place.