Q. HOW DO I ORDER A REPAIR FROM THIS WEBSITE?
A. Simply go to the GET QUOTE tab and select your device. You will then identify the specifics of your device (color, etc.) and choose from the menu selections for the repair service you require. Your selection will be added to your shopping cart, and you can then add additional services if needed. Once you’re done, just view your Cart and continue with check-out.
Q. HOW DO I GET MY DEVICE TO FoxPaw?
A. It’s simple! You may place your order online at www.foxpaw.com and select your drop off location or choose to ship your device, place your order at the one of the FoxPaw Kiosks, or drop off your device at a FoxPaw Repair Facility. If you select the option to ship your device, please ship directly to 3895 Mid Rivers Mall Drive, Cottleville MO 63376.
Q. HOW DO I KNOW WHAT REPAIRS MY DEVICE NEEDS?
A. When placing an order, you may select the repairs that you need. If you do not know what type of repair your device needs, we will do a full, no charge inspection of your device to diagnose any possible issues. Once the free diagnostic has been completed, a FoxPaw Customer Service Representative will contact you and discuss the repair options.
Q. HOW QUICKLY WILL I HAVE MY REPAIRED DEVICE BACK?
A. FoxPaw offers same day services on devices that are dropped off at a repair facility or kiosk before 1pm. Any device dropped off after 1pm, will not be guaranteed complete until 1pm the following day. Same day repairs do not apply to water damage, data recovery or free diagnostics. FoxPaw will fix shipped in devices same day it is received, however how quickly you receive it back will depend on the shipping method you chose when you place your order. If you decide you would like to change your shipping method after you have placed your order please contact us.
Q. WHAT ARE YOUR DEFINITIONS FOR “NEXT DAY” OR “24-HOUR”? WHAT ABOUT WEEKENDS AND HOLIDAYS?
A. The terms “next day”, “overnight”, etc. are for “business” days — All repair facilities are open 6 Days a week 10am-6pm Monday to Saturday. FoxPaw is closed on select major holidays, with holiday closings posted on our website.
Overnight orders placed on a Friday to be delivered to FoxPaw Corporate Office (3895 Mid Rivers Mall Drive, Cottleville MO 63376) will not be received by FoxPaw until Monday. We do offer Saturday delivery in most cases for an additional fee. Also note regarding shipping, FoxPaw is not responsible for damages or delays resulting from acts of God, and from other actions, both governmental and otherwise, including but not limited to war, riot, seizure, embargo, or inclement weather.
In more detail:
- For flat-rate repairs, your product will be repaired and shipped back to you the same day that it is received. If you have ordered a free diagnostic or data recovery service, this could possibly be delayed until the data transfer or diagnostic is complete.
- For diagnostic services, you will be contacted with a repair estimate by phone call, email, or both by the next business day. Once you have been contacted and approve the required repair, your product will be added to a repair queue for completion. Repairs after diagnosis are performed in the order in which they were received and/or approved, so they may not be shipped within 24 hours. Please note that the quicker we receive a response from you, the sooner the repair will be completed. If you provide a non-working phone number or email address, you will also likely experience a delay.
- If by some reason we are out-of-stock on a part that is required for your repair, you will be notified. This is, however, a rare occurrence.
Q. WHAT IF MY DEVICE GETS DAMAGED OR LOST DURING SHIPPING?
A. In the unlikely event that your device gets lost or damaged, please contact us through the Contact Us page to file a report.
Q. ONCE A PROBLEM HAS BEEN DIAGNOSED ON MY DEVICE, AM I OBLIGATED TO PAY FOR THE REPAIR?
A. No. If you decide that you don’t want to pay for the repair, we’ll send your device back to you at no additional charge via the shipping method you choose. If you don’t want it back, we will recycle the product.
Q. WHAT IF YOU DIAGNOSE THAT MY DEVICE NEEDS AN ADDITIONAL REPAIR?
A. If your device needs more work, one of our trained FoxPaw customer service representative will contact you about additional repairs.
Q. HOW LONG DO I HAVE TO DECIDE IF I WANT TO GO THROUGH WITH A PRODUCT REPAIR?
A. After we receive your device and contact you with a repair price, you will have 60 days to make a decision. After that time, we deem your device abandoned and we will recycle it appropriately. This is an unfortunate necessity because of the large number of devices we receive each day. Therefore, we must preserve space in our facility.
Q. DO YOU PERFORM REPAIRS ON DEVICES THAT ARE UNDER WARRANTY?
A. No. We are not performing warranty repairs at this time. Apple® has not allowed any outside vendors to perform warranty repairs on iPhones, iPods, or iPads repairs that are still in warranty. If you believe that you are in warranty, you’ll have to contact Apple for service. If Apple deems your device to be “OUT OF WARRANTY” for any reason, or you simply prefer to not deal with Apple, send us an email call us and FoxPaw can help.
Q. IS THERE A WARRANTY FOR THE PARTS OR REPAIR WORK ON MY DEVICE?
A. Yes. For premium repairs FoxPaw has a 1-year warranty on parts and labor. For all other repairs excluding liquid damage there is a 6-month warranty on parts and labor. All battery replacements come with a 90 day warranty. There is no warranty on Liquid Damage devices.
FoxPaw’s warranty covers:
FoxPaw’s warranty does not cover:
Q. DO I NEED TO BACK UP MY MUSIC OR DATA FILES BEFORE SENDING MY DEVICE?
A. FoxPaw is not responsible for lost data or files, including any media purchased via iTunes or Google Play Store. Therefore, if you are able to back up your files, then you should do so.
Q. FOR A PHONE REPAIR, DO I NEED TO SEND MY SIM CARD WITH MY PHONE?
A. No, that is not necessary. We have “tester” SIM cards that we use when needed.
Q. WHY DO YOU NEED MY PASSCODE FOR MY DEVICE?
A. We need your passcode to fully test all features of your iPhone once repairs are completed. If you do not provide a passcode we cannot fully warranty the repair, and we will only cover the part that was replaced during the repair.
Q. WHAT IF I HAVE MORE QUESTIONS?
A. We’re always happy to answer any questions that you may have beyond those listed here. Just send us an e-mail through the Contact Us page, or call us toll-free at (855) 874-4040.
Q. HOW DO I CANCEL AN ORDER?
A. Call (855) 874-4040 and speak with a customer service representative. Please have your name, order number, and phone number ready.
Q. WHERE DO I SHIP MY DEVICE?
A. All shipping repairs are done at our Cottleville, Missouri location. The address is: 3895 Mid Rivers Mall Drive, Cottleville MO 63376.
Q. HOW WILL MY PRODUCT BE DELIVERED?
A. Via UPS (United Parcel Service) or the U.S. Postal Services.
Q. HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
A. USPS First Class Mail – Please allow 2-5 business days from your order date for delivery.
UPS Ground – Order before 3pm on a work day and your order will ship that day. Order after 3pm on a work day and your order with ship the following work day. Please allow 1-5 business days for delivery.
UPS Overnight – Order before 3pm on a work day and your order will ship that day and will be delivered the next work day. Order after 3pm on a work day and your order will be shipped the following work day.
Please note that some rural addresses may take longer. We rely on the UPS system to fulfill the delivery times.
Q. WHERE CAN I HAVE MY ORDER SHIPPED?
A. We ship to all 50 states and Canada. However, we do not ship to PO Boxes.
Q. IF I DECIDE TO SHIP MY DEVICE MYSELF, WILL I GET MY OWN PACKAGING BACK?
A. At our discretion, we will determine whether your packaging is in safe condition to ship back to you. We use our own protective and insured boxes to ensure a safe return back to you. So it is possible that you may not get your original packaging back.
Q. DOES FoxPaw.com INSURE SHIPPING PACKAGES AND WHAT DOES IT COVER?
A. Any UPS shipment on our account is insured by FoxPaw. If you select to use our account for your shipment to us, it’s covered. All of our outbound shipments are always covered. So as long as it’s on our account, our insurance applies. What we can’t control and can’t insure is getting the product in the hands of a qualified UPS employee. If you handed your box to a friend, left it in a UPS box, or any other situation where you don’t have a drop-off receipt, we can’t help you. To file any lost item claim, we will need proof that the product was given to UPS. Ultimately, the hand-off to UPS is the customer’s responsibility. Therefore, we always recommend taking your product to a UPS store or any other reputable shipping outlet where you can get a receipt for proof of drop-off.