Mail-In Repair Agreement

Updated: March 15, 2026

1. Overview

This Mail-In Repair Agreement applies to customers who send devices to Fix Factory Canada (“Fix Factory”, “we”, “us”, or “our”) for repair using our mail-in repair service.

By sending a device to Fix Factory for repair, you agree to the terms outlined in this Mail-In Repair Agreement in addition to our:

  • Terms of Service
  • Privacy Policy
  • Refund Policy
  • Warranty Policy

These policies together govern the repair relationship between you and Fix Factory.

2. Customer Responsibilities

Before sending a device to Fix Factory, you agree to:

Backup Your Data

You are solely responsible for backing up all device data before shipping your device.

Fix Factory is not responsible for data loss, including:

  • photos
  • contacts
  • application data
  • messages
  • encrypted data
  • device settings

Repair procedures may require software resets or component replacements which may result in data loss.

Put into Maintenance Mode, or Factory Reset Device

You must disable the access credentials through maintenance mode, or have your device factory reset for any security systems that may prevent testing or repair of the device, including but not limited to:

  • passcodes
  • iCloud locks
  • Google locks
  • Samsung account locks
  • device encryption

Devices that cannot be tested due to active locks may delay repair or prevent completion, including limiting warranty.

3. Shipping Responsibilities

Customers are responsible for securely packaging their device for shipment.

Devices should be shipped using protective packaging sufficient to prevent damage during transit.

Fix Factory recommends:

  • rigid packaging
  • padded internal protection
  • removal of accessories not required for repair

4. Shipping Risk

Shipping carriers operate independently of Fix Factory.

Fix Factory is not responsible for loss or damage occurring during transit unless the shipment was arranged using an authorized shipping label provided by Fix Factory. $100 of included insurance is part of the mail-in service, if more is requested or required, please ensure you let us know prior to your order shipping and we can quote you accordingly.

Customers are responsible for ensuring their shipment is properly insured where desired.

5. Diagnostic and Repair Process

Once the device is received, Fix Factory technicians may:

  • physically inspect the device
  • perform diagnostic testing
  • confirm the repair(s) required

If additional issues are discovered beyond the initial repair request, customers may receive an updated quote for approval before work proceeds. If booked work is rejected once the quote is updated, there’s a minimum service fee of $100 + tax applicable prior to shipping the device back to the client.

6. Pre-Existing Device Conditions

Devices may contain pre-existing damage or hidden defects, including but not limited to:

  • liquid damage
  • motherboard faults
  • frame distortion
  • degraded batteries
  • prior repair attempts

Repair attempts may reveal or worsen these conditions.

Fix Factory is not responsible for failures resulting from pre-existing conditions.

7. Repair Completion and Payment

Once repairs are completed, the device will be returned to the customer using the selected shipping method.

Outstanding balances must be paid before the device is returned.

If a device is deemed not economically repairable, customers may choose to:

  • have the device returned at a fee not less than $80 + tax for diagnostics required to adjudicate if repairable.
  • request recycling where available

8. Warranty Coverage

Warranty coverage for repaired components is governed by Fix Factory’s Lifetime Install Guarantee and Warranty Policy, available at: https://www.fixfactory.ca/legal/lifetime-guarantee-warranty/

Warranty coverage applies only to the repaired components and does not extend to unrelated device failures.

9. Unclaimed Devices

Devices left unclaimed for more than 30 days after repair completion notification may be considered abandoned.

Fix Factory reserves the right to recycle, dispose of, or sell abandoned devices where permitted by law in order to recover repair costs.

10. Limitation of Liability

To the fullest extent permitted by law, Fix Factory is not liable for:

  • indirect damages
  • incidental damages
  • consequential damages
  • loss of data
  • loss of profits
  • shipping delays

Total liability, where it cannot legally be excluded, shall be limited to the amount paid for the repair service or $100 CAD, whichever is greater.