How mail-in works
Send a repair request first. We confirm the price for your model and give you the shipping address and packing instructions. Do not ship a device before a repair is agreed, because we cannot guarantee a slot or a price for a parcel that arrives unannounced.
- Request a quote and confirm the price by email
- Pack the device as described below and ship it tracked
- We inspect it on arrival, confirm the quote and start the repair
- We test it, then send it back tracked and insured to the address you gave us
Packing your device
Use a sturdy box with at least two inches of padding on every side: bubble wrap or foam, not loose paper. Put the device in a padded envelope or a soft sleeve inside the box so it cannot slide. Do not include a charger, case or accessories unless we asked for them.
Remove or disable any activation lock and tell us the passcode only when we ask for it, by email. Write the repair reference on the outside of the box.
Shipping cost
You pay to ship the device to us. We tell you the return shipping cost in your quote before the repair starts, so the total you approve is the total you pay.
If a repair is covered under warranty, we cover return shipping both ways for that claim.
Tracking and insurance
Ship with a carrier that provides tracking and add insurance for the device's value. Keep the tracking number until the repair is complete, and send it to us so we know when to expect the parcel.
We ship completed repairs back with tracking and insurance. When your device is in transit with a carrier, the carrier is responsible for it: if a parcel is lost or damaged, we help you file the claim and we do not consider the repair finished until you have the device in hand.
Timing
Most mail-in repairs are finished within one to two business days of arrival, and the rest depend on the part. Transit time is on top of that. We email you when the device arrives, when the repair is done and when it ships back, each with the tracking number.
Where we ship
We ship within the United States, including Alaska and Hawaii. We do not currently offer international mail-in repairs, and we cannot ship to freight forwarders or addresses outside the US.
Sending in a desktop or a build
Computers, laptops and custom builds can be shipped in for service on the same terms, but the packing matters more because of the weight and the moving parts. Ask us for the packing notes for your machine before you box it up, and use a double-wall box rated for the weight.