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 and the exact repair.

    Most iPhone repairs can be done in 20-30 minutes with an appointment. iPad repairs usually take 2-3 days but if you're really in a pinch, we can often get it done in an hour if you schedule an appointment.

  • 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 free 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, our 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, it only works for broken front glass repairs, and it's only available on Apple devices.

    As noted above, this ONLY covers a cracked front glass. If you happen to break the LCD, which is a more expensive repair, we will apply the cost of a glass only repair and then charge you the difference. For example, if the glass only repair is $89 and the LCD repair is $109, you'll be charged $20 for the LCD repair if you break it within 30 days of our original repair.

  • Do you accept credit cards?

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

  • What holidays are you closed?

    Easter
    Memorial Day
    4th of July
    Labor Day
    Thanksgiving (just Thursday, not Friday)
    Christmas Eve Day
    Christmas
    After 5pm on New Year's Eve Day
    New Year's Day

iPhone Repair

  • Which iPhones do you fix?

    We currently fix the iPhone 5, 5S, 5C, 6, 6+, 6S, 6S+, 7, and 7+. The iPhone 8 & 8+ will be coming soon. You can see all of our iPhone repairs here.

    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.

  • How long do iPhone repairs take?

    Most iPhone repairs take 20-30 minutes with an appointment.

  • 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 S6, S6 Edge, S7, and S7 Edge.

    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.

  • How long do Samsung repairs take?

    It depends on what is wrong and what our stores currently have in stock. We do not stock some Samsung parts because of their high-cost.

    For parts we do have in stock, the repair generally takes about an hour with an appointment.

    For parts we don't have in stock, we would order the part for you, contact you when it lands, and then have you schedule an appointment and come into our store. At that point, the repair should take about an hour.

iPad Repair

  • Which iPads do you fix?

    We currently fix the iPad 2, 3, 4, Air, Air 2, and the first 3 versions of the iPad Mini.

    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.

  • How long do iPad repairs take?

    We generally quote 2-3 days to fix an iPad. However, if you're really in a rush (or you're commuting in from a long way away), we can often get your iPad fixed in about an hour if you call ahead and setup an appointment.

    Note: Getting your iPad fixed in 1 hour is not always possible so please call ahead if you need this service and be understanding if we can't make it happen right away.

  • Do I have to schedule an appointment?

    Generally speaking you do not. Since they usually 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.

    The one possible exception (as mentioned in the previous question) is if you really need it fixed in a hurry. In that case, give us a call beforehand and we'll try to schedule your repair for the same day you bring it in.

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.