Frequently Asked Questions

Top Questions

  • Can you really fix my device?

    Most likely - yes. We've had tens of thousands of broken iPhones, iPads, and Samsung phones brought into our stores and in the vast majority of cases they leave fully functional and looking great. And with our free diagnostic service, you don't have to worry if we can't repair it - if it's not something we can fix, you don't pay anything.

  • How will it look when you're done?

    The part we replace will look as good as new. Of course, the parts of your device we don't replace may still look used. For example, if you have a cracked iPad, the front glass will look like the day it rolled off the factory floor, but, if the back of the iPad had scratches when you brought it in, those scratches will still remain.

  • How long does a repair take?

    That depends on the device. We fix all iPhones in under an hour and Samsung phones take about 2 hours. That means if you have an iPhone or Samsung phone, we can get it fixed for you the same day you bring it in. iPads usually require 2-3 days but we can sometimes get those done same day, too.

  • What does your "Lifetime Guarantee" include?

    Our lifetime guarantee covers all the parts we use and the workmanship. If replaced part stops working, we'll redo the repair at no cost. The guarantee doesn't include new damage, lost or water damaged devices, or problems not related to our repair.

    Covered: We replace your iPhone screen and 6 months later (or 2 years later) it stops responding to touch. Contact us for a new repair, get it to us, and we'll fix it again at no charge.

    Not covered: We replace your iPad screen and two months later you drop it on a tile floor and it cracks. We're happy to fix it again in this case, but you will have to pay for it. The one exception? If you break the screen within 30 days of our repair, we'll fix it again free of charge under our 30-day protection plan.

    Not Covered: We replace the glass on your phone and six months later the power button stop working (or the battery wears out, etc). Again, we're happy to do another repair but you will have to pay for the new fix.

  • How does your free 30-day, screen protection plan work?

    Unlike our lifetime guarantee, the free 30-day protection plan does cover new damage to a replaced screen. That means if you get your iPhone fixed by us and your son decides to use it as a frisbee later that week (and cracks the screen again), all you have to do is call us, schedule another appointment, and we'll fix it for you again at no charge. There's no deductible, no questions asked, and no hassles.

    There is some not so fine print: You can only use this protection plan once in 30 days, you can only use it on the device we fixed, and it only works for broken screen repairs.

    For Samsung phone owners, this only covers a broken front glass - not the LCD underneath. For every other device it covers the front glass and/or the LCD under the glass.

  • Do you accept credit cards?

    Yep. We take Mastercard, Visa, Discover, and even American Express.

iPhone Repair

  • Which iPhones do you fix?

    We currently fix the iPhone 4, 4S, 5, 5S & 5C. We will be offering iPhone 6 repairs in the very near future and 6+ repairs shortly after that.

    On each of these phones we fix a variety of different things from cracked screens, to replacing batteries, to worn out power buttons, to broken charging ports, and more.

    We have discontinued the 2G, 3G & 3GS repairs since all of these phones are now over 4 years old.

  • How long do iPhone repairs take?

    All of our iPhone services are offered as same day, while you wait repairs and take less than an hour, but some are faster than others.

    Our number one service, cracked iPhone 5/5S/5C screen replacement usually takes about 20 minutes. For the iPhone 4/4S, it's about a 45 minute process.

    For non-screen repairs, you can usually estimate 45-60 minutes.

  • Do I have to schedule an appointment?

    No but we do recommend it. Our policy is to fix scheduled repairs before walk-ins, so if you want to be certain of your repair time, you should schedule a time to bring it in.

    That said, we do our best to get iPhone repairs done for everyone as fast as possible, so if you don't schedule an appointment, we can probably fix it for you when you come in but it might take a little longer than normal.

    In a hurry? You can always give us a call and we'll do our best to get you in and taken care of that day.

  • Will I lose any of my phones data?

    Nope. We never replace your phones motherboard (which contains all of the data). We simply fix or replace the parts that are broken. This means all of your data will be safe.

Samsung Phone Repair

  • Which Samsung phones do you fix?

    We currently fix the Samsung Galaxy S3, S4 & S5.

    For all of these we fix broken screens and for most of them we fix a number of other issues - like busted charging ports, worn out buttons, etc.

    We know Samsung has a lot of other phones but right now, these are the only versions we fix. More should hopefully be coming soon.

  • How long do Samsung repairs take?

    It depends on what is wrong. Our most common repair, replacing just the cracked front glass, usually takes about 2 hours. With an appointment, we do replace the broken glass on Samsung phones the same day you bring it in.

    Most other Samsung phone repairs can be done in about 30-60 minutes.

  • Do I have to schedule an appointment?

    For cracked screen repairs: Yes because they do take a couple of hours to fix. To make sure we can get it fixed for you same day, we need to know when you're bringing it in so we can make certain to fit it into the schedule.

    For all others, no but we do recommend that you do to make sure we can get it fixed for you quickly. Our policy is always to fix scheduled repairs first so if you don't have an appointment and we're really busy, you might find a repair taking a lot longer than expected.

iPad Repair

  • Which iPads do you fix?

    We currently fix the iPad 2, 3, 4, Air, Mini, & Mini 2. The iPad Air 2 and iPad Mini 3 should be coming soon.

    Our number one repair service are cracked front glass screens but we can also replace the LCDs, buttons, charging ports, and even the batteries on most iPads.

    We do not offer any repairs on the original iPad (the very first one released).

  • How long do iPad repairs take?

    All iPad repairs take about 2-3 days to fix. In some cases we can do them same day but it really depends on how many iPads we have in house and what is wrong with your iPad.

  • Do I have to schedule an appointment?

    Not for iPad repairs. Since they take 2-3 days, all you have to do is drop it off in our in one of our stores and we'll run a quick diagnostic on it and enter it in our system. That takes about 5 minutes. After that, we'll get it fixed and then email & call you to let you know it's finished and ready for pickup.

Mail-In Repair

  • Do you offer a mail-in repair service?

    Yes, all of our repair services are available through the mail. If you want, check out this video on how we recommend doing the shipping.

  • Is it safe to send my device through the mail?

    Follow two simple rules and, in our experience it's very safe and secure:

    1) Always require a signature confirmation.

    2) Always put a little extra packing tape over the flaps.

    We've sent thousands of devices via USPS Priority Mail over the past 7 years and had almost zero problems using those two simple rules above. It's safe, inexpensive, and pretty fast.

  • How much longer does it take?

    The actual repair of your device will take the same time as our in-person repairs (1-2 hours for phones and 2-3 days for iPads). The total turn around time depends greatly on the shipping methods used.

    If you use Priority Mail from the US Post Office (our recommended method and what we will use to send it back to you), you can expect it to take 2-3 days to get to us and 2-3 days to get back to you. So we usually say plan on being without your device for 1 week.

  • How much extra does it cost?

    We only charge $7.50 for the return shipping - regardless of which device you send us or how many devices we fix for you.

    The cost of sending the device to us will depend on what shipping method you use. If you use USPS Priority Mail (which we recommend), you can expect the cost to be between $8-$15 to mail us your device - and that will include a signature confirmation (which we highly recommend).

  • Can I send you a return shipping label?

    We're happy to do that if you have a carrier you prefer to use. In that case, just include the return shipping label with your device, email and let us know that you did that, and we'll use your label when we send it back. In addition, we'll then refund you the $7.50 shipping charge you'll pay with an online mail-in order.

Your personal information and privacy is very important to us and we assume this is true for you as well. We do not sell or distribute your information to anyone beyond those people or organizations necessary to fulfill your orders (such as the US Post Office for shipping).

This means your name, mailing address, email address, phone number, or any other personal information is kept safe and only used for official Jet City Device Repair business.

Your Credit Card Information

We know it can be scary to give your credit card information out online so we do everything we can to keep this information safe.

SSL Secured

All credit card information is collected using a secure connection between your browser and our servers. This insures that no one besides us can read this information. We received our SSL certificate from GoDaddy and you can view the details of our certificate here.

Credit Card Data

We never actually store your credit card information on our system. Once you enter it into our payment form, we send it to our processing gateway (eProcessingNetwork) and then immediately delete the information.

Advertising Information & Cookies

We also want to be upfront about data we collect for advertising purposes. These techniques DO NOT collect any personal information. Instead, it simply sets a cookie on your browser that will allow some of our advertising partners (like Google, Microsoft & Adroll) to show you some of our ads as you browse other sites on the internet.

If you wish to opt out of this kind of advertising (from us or a lot of other companies), you can use this link to opt out.