Customer Service/FAQ

Privacy & Security
We implement a variety of security measures to ensure your personal information is safe. We only collect information about our customers for the purpose of processing orders and sending solicited email offers and coupons. To prevent unauthorized access and maintain data accuracy we sustain the latest security networks and managerial procedures to safeguard the information we collect.

Our privacy and security extends to the information on the device that you have sent in for repair. In addition, our quality checks extend only to testing the functionality of the device; our technicians do not explore the contents of the device.
Returns & Replacements
RepairLabs.com accessories come with a limited warranty on select products only. Warranty is valid only for manufacturer defects and not normal wear and tear. Must present receipt for any exchanges. Offer valid for exchanges only, not cash refunds. Defective parts exchangeable for in-stock items only. Offer does not include batteries, bluetooth devices, memory cards and any electronic devices and other select items. Manufacturer’s warranty available on select items only. Accessories may also be returned within the first 15 days after purchase with original receipt. The accessory as well as its packaging must be in its original condition for return. No exceptions. We are not responsible for shipping charges to and from. Customer must obtain a Return Authorization Number to return or exchange.

Customer satisfaction is of a very high priority to us. If your device was repaired and you are unsatisfied with the result please contact a representative to arrange for a solution and to have the product shipped back to us if necessary. All completed repairs come with a full 90-day warranty.

If for any reason your device cannot be repaired, the original repair cost will be refunded. The refund does not include any shipping charges, return or otherwise.
Ordering
For your convenience we have made it possible for you to place an order with us online through our secure server. REPAIRLABS is not Apple Inc., nor are we affiliated with Apple Inc. in any way. If the damage to your Apple device has not already voided your Apple warranty, you recognize and accept that our repairs to your Apple device will invalidate the Apple warranty for that device.
Payment, Pricing & Promotions
We accept VISA, Master Card, Discover, American Express, Google Checkout, and Standard Paypal. We will not accept any other form of payment. We do not charge a surcharge on any credit card transactions. Payment must be made at the time of check out or your order will not be processed. All pricing and promotions are subject to change without notice.
Viewing Orders
You can view your order by logging in to "My Account". You can only view an order if you created an account before placing an order. When placing an order for a device repair your FedEx tracking number will be delivered to the email account provided.
Updating Account Information
You may update your email address, shipping address or password at any time by visiting "My Account".
Water Damage Repair Disclosure
Water damage repair includes diagnostic and ultrasonic cleaning. We do our best to complete the repair with only cleaning. Much of the time no further work is required and no additional parts are needed. If additional parts are necessary, however, these will have to be purchased in conjunction with the water damage repair charge. We guarantee the device will either be fully functional or functional upon the replacement of the requested damaged parts. On rare occasions the device will not be repairable, in which case you will not be charged for the service. Shipping charges if any are still due and chargeable. It may take extra days to run tests and complete multiple washings depending on the severity of the damage. We do not guarantee same or next day repair on water damage, as time often does not permit. Our intention is to repair the device on the same day as it was received but in some cases it is not possible. Should you decide to not purchase any further parts, once that we have tested and verified the functionality of the device, you are still required to pay for the service alone.
iPad Repair Disclosure
Due to the nature of the process for most iPad repairs, your repaired iPad may exhibit minor imperfections on the edge of the frame. For most repairs, the casing must be opened and in this process, there is a slight possibility of imperfections left when the iPad is reassembled. These imperfections appear generally when the back housing is already damaged and the customer has opted not to replace the previously damaged back housing.
Diagnostic Repair Disclosure
Diagnostic service is $0.99 for all devices, and is used to determine the device's malfunctions. It is not a repair, and the fee does not cover repairs or parts needed to fix the device. If you should choose for our technicians to complete the repairs needed, additional charges will apply. The $0.99 fee is non-refundable.
FAQs

What if I haven’t received my shipping label?
Shipping labels are created by our shipping department Monday through Friday 9-6 CST. If you placed your order over the weekend, please allow extra time to receive your label email. Also check your email spam folder in the event your email provider classified our email as spam. If you’re having trouble receiving your shipping label, call our customer service line at 1-855-265-5610.

Where do I send my device for repair service?
Our repair facilities are located at – 1214 N Mead St, Wichita, KS 67209. If you requested to have a prepaid shipping label emailed to you, it will already contain our shipping address.


How do I check my repair status online?
Once you create an account on the RepairLabs site, you can log in and check the status of your repairs. You can only check the status of your repair if you create an account before the order was placed.


My order status is “complete,” but I haven’t received return shipping information. What does this mean?
A “complete” order status occurs in different stages of the repair process, depending on your payment method.

For PayPal users only, an order completes when funds have been accepted. This status does not, however, indicate the repair work has been completed. You will receive a shipment confirmation email containing tracking information to indicate repairs have been completed and your device is in transit.

For credit card users, an order completes when repairs are finished. You will receive a shipment confirmation email containing your tracking information while your device is in transit.


How long does the Water Damage repair actually take?
When water has damaged electronic components on your device, a more thorough cleaning and repair service is necessary. Due to the nature of water damage repair, we must allow at least 7 to 10 business days for the repair process to be completed. This ensures that your device will have had the proper amount of time to be tested and have any necessary components replaced. In rare cases, more time may be necessary depending on the extent of the damage. In these cases we will always notify you of the repair status with our estimated completion time.


What is the warranty on repairs?
All of our repairs come with a full 90-day warranty. If you have any problems with your device within the 90-day warranty period, contact our customer service department at 1-855-265-5610.


Do I need to send in my SIM card?
No. It is not necessary to send your SIM card along with your device.


Should I remove all security passwords before sending in my device?
Yes. In order for the technicians to complete full quality checks on your device after the repair, we ask that all security features and passwords be removed. This will ensure that your device is functioning to its full potential before being sent back to you. Failure to provide us with the security passwords, if failed to remove beforehand, may result in loss of warranty.

On Android phones – Please remove or disable any pattern locks.


Should I include my battery with my device?
Yes. Please always include your battery. We do not need your charger, but the battery will allow our technicians to fully test your device to ensure the repair has been completed.


Will you repair jailbroken or rooted devices?
Yes. For Apple, please include a note if the device has been jailbroken. For Android, please include a note if you have rooted or are running a custom OS on your device.

What phone number do I need to enter when placing my order?
We recommend that you enter a phone number other than that of the device you’re shipping to us when placing your online order. Should we need to contact you, we will need an alternate phone number where you can be reached.


How should I package my device for shipment?
We recommend that you use standard packing supplies when shipping your device. This includes: bubble wrap, packing paper, packing peanuts, newspaper, foam or similar items. See the packaging tips below.

  • Use a sturdy box and make sure that all edges are taped well.
  • Do not use an envelope to ship your device. Envelopes have a tendency to tear during shipping and do not provide enough padding to protect your device.
  • Pad your device as best as you can with packing peanuts, shredded newspaper, bubble wrap, packaging paper or any other material that will act as a bumper against your device.

Remember to include a copy of your order confirmation email in with your device before shipping and have your order number clearly printed on the outside of your package.
To locate a FedEx near you visit http://fedex.com/Dropoff/start?locale=en_US  or call FedEx directly at 1.800.GoFedEx (1.800.463.3339).
To locate a USPS near you visit http://usps.whitepages.com/post_office or call USPS directly at 1-800-222-1811.