FAQ
ORDERING & PAYMENT
Q: What does the cost of my repair include?
A: Our repair pricing covers part cost, labor, and shipping both ways for all repairs. We factor shipping costs into all our repair pricing, and we strongly recommend that you take advantage of our free shipping options.
Q: What payment options do you accept?
A: We accept all major credit cards, as well as PayPal, Venmo, and Google Pay. If we need to send any additional invoices, you will have a choice of either PayPal or Stripe.
Q: I don't have a PayPal or Stripe account, can you invoice me using another method?
A: Neither PayPal or Stripe require that you have an account when making an invoice payment, you will just need an email address and card information. These are the only methods we use for invoicing.
Q: I don't see my device on your website, but I really need a repair. Can I order a custom repair?
A: We can repair most devices as long as we are able to find parts for them. Feel free to contact us to discuss a custom repair for your device and we will work to get you the best time and pricing quotes.
Q: Are there any devices you will not repair?
A: Generally we will repair anything we can find parts for. However, we do not repair any iPod Nano's or Shuffles, or TV's.
Q: Why do you need to know the color of my device when I place my order?
A: In order to minimize repair times, we pull and/or order the parts needed for your repair around the same time your order is placed. For repairs such as charging ports and screen replacements, we need to know the color of your device so that we can order the correct color part. Please make sure you are choosing the correct color at checkout. Choosing the incorrect color may lead to delays in your estimated repair time.
Q: How do I know what repair my device needs?
A: We've created a handy guide that will walk through your device's symptoms and help you select the repair that most likely corresponds to your symptoms. Check it out on our Diagnosing Your Device page. Feel free to reach out to us via live chat, email, or phone if you have any questions.
Q: I still have no idea what is wrong with my device... do you have an option for that?
A: Absolutely! All devices we repair have a "Diagnostic" option, where you can write us a quick message to let us know what's going on with your device and send it in to us for a full, professional diagnostic. We will contact you, let you know what's wrong, give you a price and time quote, and invoice you for the final cost of repair. If you choose not to go ahead with the repair, we will ship your device right back to you! Diagnostic fees are non-refundable. More details about our diagnostic process can be found on any diagnostic product page.
Q: What if I choose the wrong repair?
A: No worries! When we receive your device, it goes through a pre-repair check where we confirm your diagnosis and check for any other issues. If we find that you've chosen the incorrect repair, our team will contact you and work through next steps.
Q: What if my device needs more or less repairs than I initially expected?
A: We will contact you and let you know if your device needs anything different than it was originally sent in for. In the case that your device's repair costs less than you paid, we will always reimburse you. If your device needs any extra repairs, we will send you a price and time quote, which you can either approve or deny. We will then either invoice you for the difference, or reimburse you and send the device back.
SHIPPING
Q: I chose to ship my device myself, where do I send it?
A: Our shipping address is:
iMaster Repair
1530 S. Millennium Way, STE #110
Meridian, ID 83642
Q: What shipping options do you offer?
A: We provide free USPS Priority shipping, about 2-3 day shipping each way. If you would like to receive your device sooner, we offer overnight shipping via either UPS or FedEx for an extra charge. If you decide while we have your device in the store that you would prefer quicker return shipping, just contact us to let us know and we will invoice you. If you have any issues with USPS, please let us know when placing your order and we will adjust our shipping method for your order.
Q: Should I send anything in the package with my device?
A: Please send either a print out of your order confirmation email or any page with your order number on it. Please also make sure that your name is either on the address label or inside the box. This helps us keep track of devices while they are in our shop.
Q: Should I include my case or charger with the device?
A: For most devices, please do not send any cases, cables, or retail boxes with your device. If you are sending any kind of Windows laptop, please send the charger with it. For the most part, we prefer that you do not send anything with the device that you would like us to return with it, as we do not have the storage space to keep accessories or boxes.
Q: How do you suggest I package my device to ship?
A: If you choose to receive a pre-made shipping label for your device, it will be for either a flat rate padded envelope or medium flat rate box. We suggest wrapping your device in a few layers of bubble wrap or other padding, as well as a tougher outside layer such as cardboard. You can then use any kind of padded envelope or medium sized box, or take the device to your local Post Office and they can provide you with the corresponding packaging for your label.
*For more detailed information on shipping, please check out our Shipping Instructions page.
REPAIR PROCESS
Q: How long is your usual repair turnaround time?
A: Most common repairs have a turnaround time of 48-72 hours. If you choose our front of line service, you can expect a turnaround time of 24-48 hours depending on our current queue. Advanced repairs are generally quoted between 72 hours-1 week, depending on the complexity of the repair. If we expect to have your device for any longer than a week, we will contact you to provide an update.
Q: What do you need my passcode for?
A: We ask for your passcode so that we can function test and quality check your device once we've completed your repair. Opening any device comes with risks, which is why we test all major functions such as camera, audio, wifi connectivity, etc. to ensure your device is fully functional post-repair.
Q: What if I don't feel comfortable providing my passcode?
A: No worries! We completely respect your privacy. One good option if you would prefer not to provide your passcode is to back up your device and then factory reset it before you ship it out to us. If you would prefer not to provide your passcode or reset the device, we can ship your device back to you with a minimal final quality check. In this case, we just ask that you pay to ship the device back to us if you run into any issues that we were unable to test without the passcode.
Q: What kind of process will my device go through once it's in the shop?
A: When we receive your device, we will put it through an initial function check and confirm diagnosis. You will also receive an email from us letting you know that we've received your device. It will then enter our repair queue, and one of our repair techs will complete the repair. After repair, it will go through our final quality check, and you will receive an update if we run into any issues or find that the device needs any other repairs. Our shipping admin will then package your device, and you will receive another email with tracking information letting you know when we have shipped it back to you.
Q: What if you are unable to repair my device?
A: If your device is deemed non repairable, we will contact you and let you know. We will then issue a refund in accordance with our refund policy. You will also have the option for us to either ship the device back to you, or we can recycle it.
Q: Can you still repair my device if I've already attempted to repair it myself and have taken it apart?
A: Yes! As long as your repair attempt did not damage the device further, we will be able to repair it for you. If we run into any issues during repair, we will contact you. Feel free to send your device to us in any state- assembled or not. However, please be aware that our warranty policy does not cover damage from attempted repairs by either you or another shop.
Q: Can you fix my device if I've already taken it to another shop and they broke it?
A: Accidental damage repairs are our specialty! We will do our absolute best to get your device up and running again after another shop has damaged it. We cannot guaruntee that your device will be fixable, and our warranty policy does not cover damage from repairs done by other shops, but we will work with you to get the best price and time quotes for the damage that has occurred.
Q: What if you damage my device further?
A: Accidental repair damage occurs very infrequently. If we damage your device while attempting a repair, we will contact you to work through next steps. This can include options such as finding a replacement device, reimbursement, etc. Options will be offered on a case by case basis, and we will work with you to get you the best possible result.
POLICIES & OTHER INFO
Q: Do you purchase or trade in devices?
A: We do not currently purchase devices or accept trade ins.
Q: What is your warranty policy?
A: We offer a limited one year warranty on all repairs. This covers part malfunction, defective parts, or damage occurring as a result of the repair. Detailed info about our warranty policy can be found on the "Warranty Information" page.
Q: What is your refund policy?
A: If for any reason you choose not to go ahead with a repair, we will refund you and ship the device back (if it is in our possession). If we have opened the device or performed any kind of labor, we will refund you all but our diagnostic fee for the respective device (ranging between $40-80). If the device in our possession but has not been opened, we will issue a full refund minus shipping fees. If the device is not in our possession (has not yet been shipped), we will issue a full refund.
Q: What is your abandonment policy?
A: We hold to a 90-day device abandonment policy. If we contact you requesting permission to complete a repair and do not hear back within 90 days, we will ship the device back without completing said repair. If we complete a repair with permission and send an invoice but do not receive payment or contact within 90 days, we will deem the device abandoned and it will then become property of iMaster Repair. Please contact us if you have any issues with payment so that we can work with you, as we do not like to deem devices abandoned and want to ensure we are doing everything we can to return devices to their owners. Please also ensure that you are entering updated and correct contact information when checking out so that we are able to contact you without issue- it is not our responsibility if you do not receive our contact attempts due to inaccurate contact information.
Q: What are your shipping policies?
A: We ship most devices the same day repairs are completed, Monday-Friday 9 AM-5 PM. We do not ship internationally. We are not liable for any damage occurring during transit to or from our location. Shipping times are estimates, and we are not responsible for any delays or service interruptions that may occur once a device is no longer in our hands.
Q: What is your data privacy policy?
A: We will not improperly access, store, or tamper with any data stored on your device(s). All iMaster employees are trained in proper device handling, and will only operate your device for the purposes of completing a repair or testing for functionality.