Mail-in repair FAQ
Is it safe to mail my phone?
Yes. You ship with our prepaid label, which includes declared value and insurance. Pack it with our guide and get a receipt at drop-off. If a parcel is lost in transit, we file the claim and replace or refund the device's declared value.
How long does a mail-in repair take?
Most standard repairs are back with you in about 5 to 10 business days door to door: 2 to 5 days shipping each way depending on your region, plus 1 to 3 days on the bench. Your quote shows an estimated return date.
What if you find more damage?
We stop and email you a new quote before doing anything extra. You approve it, or we fix only what you booked, or we ship it back.
What if you can't fix it?
You don't pay for the repair. We refund the repair price and ship your device back. For specialized repairs, the diagnostic fee covers the work already done.
Do I need to give you my passcode?
For most repairs, no. We test using the hardware test screens. For data recovery or some specialized repairs it helps, and we'll ask. You can always say no.
Will I lose my data?
Standard repairs usually don't touch your data, but always back up before shipping. We can't be responsible for data loss on a device that wasn't backed up.
What are part quality tiers?
Some repairs have more than one part option at different prices. Each option shows exactly what you're getting, its price, warranty and turnaround, so you choose.
Do you ship to all of Canada?
Yes, every province and territory. Northern and remote addresses take longer to ship. Your quote shows the timeline for your postal code.
How do I pay?
Online at booking, in CAD. Tax is based on your province. For specialized repairs you pay only the diagnostic fee up front, then approve the firm quote.
What if the part I picked goes out of stock?
We email you with three options: wait for it, switch to another tier and pay or get refunded the difference, or cancel for a full refund.
Policies
If we can't fix it
You don't pay for the repair. We refund the repair price and ship your device back free. Specialized repairs: the diagnostic fee covers the work done; nothing else is charged.
If we find more damage
We stop and email you a new quote. Nothing extra happens without your approval. If you decline, we fix only what you booked (if that's still possible) or refund it, and ship it back.
If your part tier goes out of stock after booking
We email you three options: wait for the part (we'll give you a date), switch to another tier and pay or get refunded the difference, or cancel for a full refund.
Quote expiry
Quotes are valid for 14 days. Once you book, your price is locked even if prices change before your device arrives.
If it arrives damaged
We photograph every parcel and device when it's opened. If it arrives damaged in transit, we file the insurance claim, show you the photos, and quote any extra repair before doing anything. You never pay for carrier damage on our labels.
Lost in transit
Every label includes declared value and insurance. If a parcel is lost, we handle the claim and replace or refund the device at its declared value, plus refund anything you paid.
Unclaimed devices
If we can't reach you after a repair or a declined quote, we try email and phone for 60 days. After 90 days, unclaimed devices are responsibly recycled and your data is securely wiped.
Data privacy
We only access what's needed to test the repair. We never copy, browse, sell or keep your data. Data recovery files are deleted from our systems 30 days after you confirm you've received them.
Still stuck? Contact us.