Frequently Asked Questions

Can’t find an answer to your question? Don’t hesitate to call us at 613-770-8577

Do you offer a discount for multiple repairs?

Give us a call at 613-770-8577 and we’ll see what kind of discount we can give you based on the work you need completed.

Do you need my pass code?

If you do not wish to provide your pass code, certain device functions including but not limited to; the camera, WiFi and Bluetooth cannot be tested and cannot be guaranteed.  Not having the pass code hinders our ability to test the phone after completing the repair. Please provide your pass code when you drop off or send in your device. Not required but preferred*

My phone is partially disassembled are you able to take a look at it?

Actually quite common. We are happy to provide support for people who have the manual dexterity to dissemble their own phones. A technician will call before we complete any repairs.

Do you repair any other kind of phones?

We repair many different brands and models of smartphones. Check our repair services for a list with up to date pricing.

Is the online checkout required for mail-in repair services?

When you complete our online checkout we can immediately place your device in the mail-in repair queue. This also makes invoicing much less cumbersome. We prefer if you complete our online checkout for mail in repairs.

What type of warranty do you offer with your repairs?

All repairs come with a 6-month warranty parts and labour warranty. If you have any problem relating to the repair within 6 months we’ll take care of the problem! We do not cover physical damage or liquid damage under warranty. If Your screen has scratches on the glass or plastic bezel of the screen assembly your warranty is Void.

Where do I send mail in repairs to?

Please ship your iPhone, iPad or Mac to our mail in service location at:
MobileEXPRESS
810 Datzell Ln
Kingston, Ontario
K7M 7R6

Please include your name and/or order number with the device so we can quickly locate your order and add it to our repair queue. Once we have repaired the device we will ship it back to the address specified on your order.

Can you bill my shipping account with UPS or FedEx for return shipping?

Please call a customer service representative at 1-613-770-8577 to make arrangements. We are not responsible for packages lost if a customer provides their own shipping label or shipping account.

I don’t feel comfortable using the website to purchase a part or repair service, do you have any other forms of payment?

We also offer Credit Card payment over the Phone, PayPal Invoicing, and Interac eTransfer. Call 1-613-770-8577 for more information

Does the water damage service include water sensor replacement?

The water damage service covers the cost to put your logic board through our liquid cleaning process. If additional parts are required to complete the repair we will call you with an estimate before proceeding with installation.

Does the water damage service include logic board replacement?

The logic board is the most expensive component in the phone. If the logic board has been irreversibly damaged we will refund you for the Liquid Cleaning, minus the cost of the return shipping.

What should I do if I drop my device in liquid?

Turn off the device – the moisture can cause permanent damage to the logic board if the device is on. Place your device inside a sealed sandwich bag so the moisture doesn’t  evaporate and cause oxidization on the logic board. Send your device in for our liquid cleaning service. We will remove all moisture from your device before powering it on. This significantly increases your chances of a successful liquid cleaning. Do not attempt to charge or turn on the device.

My device was water damaged and now everything seems to work fine except for one function, do I still need the full water damage service?

Sometimes symptoms will appears days after the device was initially liquid damaged. We recommend you have the liquid cleaning done to ensure your device doesn’t have potentially dangerous residual liquid on your logic board.

How long does the water damage repair generally take?

The water damage repair takes between 24 and 72 hours to complete depending on how much liquid got inside the device. This estimate can vary depending on the extent of the damage to the logic board and other components.

Do you offer a warranty with water damage service?

Our water damage repair service includes a 90-day warranty so if you experience any issues caused by the initial water damage within 90-days, you are covered. The warranty does not include any subsequent damages or cover any future liquid damage.

After dropping my phone it has become unresponsive to touch, does the glass repair fix this issue?

No, any non responsiveness your phone is suffering due to a drop will not be corrected by replacing just the glass. You will need to select the “Damaged LCD / Damaged Digitizer”Option.

How do I know if I need a new LCD or not?

If you have any marks, dead pixels or dust underneath the broken glass of your screen assembly you will need to have the LCD replaced. You are welcome to send us a picture of the device and we will do our best to give you an accurate diagnostic. Multi-colored lines, and patches of black liquid are common symptoms of a damaged LCD panel.

The glass on my iPhone is completely destroyed and is falling off, is the glass replacement service all I need?

We the extent of the damage to the glass is irrelevant as long as the LCD panel is working and the digitizer is responsive.

Do you have any retail locations that I can bring my device to for repair?

MobileEXPRESS.Repair was founded November 2014 in Kingston Ontario. In order to keep the costs down for our clients we are temporarily working out of a residential location. We are open 10am-7pm, we are always available during these hours feel free to contact us via email, Facebook, text or phone!

Do I need to make an appointment to bring my device into one of your repair locations?

No appointment is needed. Its always a good idea to call ahead in order to check our repair queue. You are welcome to drop by during our hours of operation and a technician will be happy to assist you.

Can my phone be repaired while I wait in one of your locations?

Many repairs can be completed in 30 minutes or less. Liquid damage requires 1-2 business days. Please call 613-770-8577 to see if your device qualifies.

Are the prices the same in all repair locations and online?

We believe in fixed pricing, the cost should not changed based on what you drive or who you are. All prices found on MobileEXPRESS.Repair are the same at all our local repair locations. Pricing on promotional ads are subject to change**

Are your parts Original Apple or OEM?

Apple Inc. does not manufacture any parts. They are a design and engineering company. The parts Apple uses in the iPhone are bought from various Chinese vendors and assembled in China. Many of the parts we use come from the similar vendors in China. We believe in transparency and cannot claim that our parts are “from Apple” or “Original”. The parts we use are manufactured to the same strict OEM specifications and we are often unable to tell the difference.