We thank you for your prompt response, we will be happy to assist you getting this resolved. Please remember that there are two different ways to proceed with your 12 month limited warranty.

Here are the options, please read them carefully:

Repair process:
- We provide with a Repair Case Number for you to register on our portal online.
- The portal generates a shipping label for you to send the phone in, the repair center is located in Ontario. (if you are located in the United States, the phone is first being sent to our facilities in Illinois and then we proceed on sending it to Canada) the turnaround time for this process is an average of 7 business days from the date the device is received at our facility in Canada. Though the process may be longer for devices found to be out of warranty for expired warranty, physical or water damage.
- If the device is declared out of warranty you will be receiving an email notifying you of this. It will be necessary for you to visit the portal to review the quote and accept or deny repairs, they will only initiate repairs once this quote is paid. (You decide if you want to get it fixed or not)
- The repair center will only hold the phone for 10 business days if the repair is not paid or denied within the 10 days, they will be returning the device unrepaired.
- All the information on the device will be erased for security reasons.
- Please remove all accessories from your device, any accessories will be discarded and we will not be able to recover them.
- If you agree with this process we will send you to step by step instructions for you to sign up on our portal and get your label.

Advanced Exchange:
- We provide with an Advance Exchange Case Number for you to register on our portal online.
- To continue with this process, a hold will be placed on your card for the retail value of your device.
- Once we receive your payment, we will process your order and send you a replacement unit. This process will take an average of 2 business days for us to provide with the replacement phone tracking number (Monday – Friday 9am-1pm EST), if your order arrives after 1pm EST the 2 days will start the next business day. (The device will be sent from our facility in Canada, so shipping time may vary).
- The box containing the replacement unit will also contain your return label.
- You will be required to send your defective unit using the shipping label previously mentioned. It needs to be sent to us within the first 5 business days after you received your replacement.
- Once we receive your device, our technicians will analyze it and look for any liquid or physical damage.
- If there is any physical of liquid damage they will proceed to charge you for the repairs (if reparable). (this being the case we charge straight from your credit card the amount)
-If the device is found to be beyond economical repair you would be charged the full amount of the hold.
- If the device clears the repair center’s quality inspections the full amount held will be released.

*On both cases a proof of purchase is required.

We will be ready to initiate your process once we hear back from you. Please don’t hesitate to contact us if you have any questions.