Damaged Device Fee FAQs

The Damaged Device Fee is applied when a device is returned as defective for a Certified Like-New Replacement device, but is found to have been misused, has liquid damage, hardware alterations or unreasonable wear and tear.

Use our Check for Physical Damage page to see if your device has any of these types of damage.

You'll be notified by email if a Damaged Device Fee is assessed. The email should contain pictures of the returned device, including:

• Written details, with arrows pointing to specific damage areas
• The unique Device ID label
• Shipping box to demonstrate that the damage did not occur during transportation

Notes:

• Devices can't be returned once they're received at our warehouse.
• It's essential to have an accurate, updated email address on both your account and the replacement device order so that we can contact you about your device.

The exact fee depends on the level and type of damage, but it can equal the retail price of the device. The minimum fee depends on the type of device:

• $99 for basic phones and other connected devices
• $299 for smartphones and tablets
• $329 for iPhone® 6 and newer

For more information, check out our Check for Physical Damage page to learn more about the types of damage that may result in a Damaged Device Fee.

No, if you turn in your device as defective for a Certified Like-New Replacement device, we can't send the device back to you or fix it.

If your device is damaged, go to our Repair or replace mobile devices FAQs page for replacement options.

No, the Damaged Device Fee can't be reversed.

The fee will appear on your bill within 1-2 bill cycles after the fee is assessed. You'll be required to pay the fee as part of your bill charges for that month.