Before you go any further, let one of our Technical Support agents help you to determine if there are steps we can take to resolve the issue remotely.
Return for Repair
After you create an RMA number, you will send your phone to our Repair Center for service. Once received at our Repair Center, it will be evaluated.
If your phone is In-Warranty, it will be repaired or replaced with an equivalent phone at no cost and shipped to you within 10 business days.
If your phone is Out-of-Warranty by date or physical condition, you will receive a quoted price before the repair is performed. You can opt to accept the repair quote and pay through PayPal, authorizing the repair. If you choose not to accept the repair quote, you can pay a Shipping & Handling fee to have the unrepaired phone returned to you. See Service Pricing for all related costs.
If you do not want to be without a phone, we are happy to offer an Advanced Replacement option. Through this program you will receive a replacement phone within 1-3 business days.
When you create an RMA number, you will be prompted to enter your credit card information, which will cover the Advanced Replacement service fee and a pre-authorization for the value of a replacement phone. Advanced Replacement RMAs processed before 1 p.m. Central Time will ship the same business day; RMAs processed after 1 p.m. Central Time will ship the next business day. Standard Advanced Replacement service fee is $29 for FedEx 2Day® delivery; Express Advanced Replacement service fee is $39 for FedEx Priority Overnight® delivery. These options are available for select phone models and are dependent on availability.
When your Advanced Replacement phone arrives, the package will include a pre-paid FedEx shipping label and envelope. After you've transferred your contacts and information to your replacement phone, keep your accessories and ship the defective phone to our Repair Center using the provided label and envelope. Your defective phone must be received within 10 calendar days of delivery of your replacement phone or your credit card will be charged the full value of the Advanced Replacement phone. See Service Pricing for all related costs.
Once your defective phone is received at our Repair Center it will be evaluated.
If your phone is In-Warranty, the pre-authorization hold will be released and no further charges will apply. The only cost to you will be the Advanced Replacement service fee you paid when you created the RMA.
If your phone is Out-of-Warranty by date or physical condition, your credit card will be charged only for the applicable Out-of-Warranty fee for the repair. Any pre-authorization hold in excess of the Out-of-Warranty repair fee will be released. See Service Pricing for all related costs.