Mail-In and Motherboard Repair Policy - Big Time Phone Repair

Mail-In and Motherboard Repair Policy – Big Time Phone Repair

Big Time Phone Repair offers fast, secure, and reliable mail-in repair services for smartphones, tablets, and laptops across the United States. Please review the following policies to understand how repairs are handled, including shipping responsibilities, part quality, warranties, and potential risks.

Shipping

Customers are responsible for securely packaging and shipping their device via UPS to Big Time Phone Repair, including a prepaid UPS return label. Big Time Phone Repair is not responsible for loss or damage during shipping. Please securely pack your device in sturdy packaging, using bubble wrap or other protective material to prevent damage. Include your prepaid UPS return shipping label inside the box. We recommend purchasing optional shipping insurance from UPS for your device’s value. Repair turnaround times (excluding shipping) are:

Non-Motherboard Repairs: 2–3 business days.
Motherboard, data recovery, or water damage repairs: 1–2 weeks.

Customers will be notified if additional time is required.

Part Quality

All repairs are completed using high-quality OEM or equivalent parts. Aftermarket parts are not used for mail-in repairs.

Warranty

A warranty covers standard repairs for defective parts under normal use. Motherboard repairs are covered by a 45-day warranty for the specific repair completed. For defective repairs covered by warranty, Big Time Phone Repair will cover return shipping for replacement or correction.

Warranty does not cover:

Pre-existing or unrelated damage
Mishandling or water damage
Software-related defects
Additional issues discovered after initial repair
Water damage, damage, or cracks to the screen

Motherboard Repairs

Motherboard repairs are complex and may not always be successful. While our technicians will make every effort to restore full functionality, successful repair is not guaranteed. Customers should be aware that the device may be irreparable. If a repair is not feasible or data recovery is not possible, the device will be shipped back to the customer. All down payments or deposits for motherboard diagnostics are non-refundable and will be applied as a credit toward the repair cost. Customers should be aware that even after a diagnostic, successful repair is not guaranteed, and the device may still be irreparable. A motherboard diagnostic is a detailed evaluation of your device’s main logic board to identify any faults or issues that may be preventing it from functioning properly or turning on. This process allows our technicians to determine whether the motherboard can be repaired, whether data recovery is possible, and what specific repairs or parts are needed.

Customers acknowledge that all repairs carry some risk, including potential data loss. Big Time Phone Repair is not responsible for lost or inaccessible data during repair. Customers are responsible for backing up all data before shipment if the device allows.

Additional or Unknown Issues

Some repairs, such as motherboard repair or data recovery, may reveal additional issues not initially known. Customers will be contacted to approve any further repairs before additional work is performed. Example of unknown damage: If a phone does not power on and a motherboard repair restores power, additional issues, such as a faulty screen, camera, or battery, still exist. Discounted rates may be offered for these additional repairs if the customer chooses to proceed.

Data Recovery and Passcodes

Certain repairs, such as data recovery or verification, require the device passcode. Data recovery cannot proceed if the device has been erased, and verification may be impossible without a passcode. Additional fees may apply for subsequent repair attempts if passcodes are not provided. Customers are responsible for backing up all data before shipping their device, if possible. Big Time Phone Repair takes all necessary steps to ensure your privacy and the security of your personal data throughout the repair process.

Mail-In Repair FAQ

1. How do I ship my device for repair?
Ship your device securely via UPS with a prepaid return label included. Ensure it’s well–packaged to prevent damage during transit.

2. How long will my repair take?

Non-motherboard repairs: 1–2 business days
Motherboard, water damage, or data recovery: 1–2 weeks
Shipping time is additional.

3. Are my data and files safe?
We are not responsible for lost data. Please back up all data before sending your device if possible. Certain repairs, like data recovery, require a passcode.

4. What parts do you use for repairs?
We use high-quality OEM or equivalent parts. Aftermarket parts are not used for mail-in repairs.

5. Is there a warranty on repairs?
Yes. Standard repairs have a limited warranty for defective parts under normal use. Motherboard repairs have a 45-day warranty. Warranty does not cover unrelated or pre-existing damage.

6. What if additional issues are found?
If new issues are discovered, we’ll contact you for approval before performing additional repairs. Discounted rates may apply for extra repairs.

7. Are deposits refundable?
No. Downpayments or diagnostic deposits are non-refundable but will be applied as credit toward the repair cost.

8. What if my motherboard cannot be repaired?
Motherboard repairs are complex and not guaranteed. If repair or data recovery is not possible, your device will be returned securely.

9. What happens if my device is damaged or lost during shipping?
Customers are responsible for shipping. We recommend using UPS with tracking. Big Time Phone Repair is not responsible for loss or damage in transit.