FAQs

Do you need my SIM Card?

• We have our own SIM cards to test the phone with, no need to send yours.

Do you need my passcode?

• Yes, we do. If there is a passcode on the phone it hinders our ability to test all the functions of the device. Please provide your passcode with the device when you send it in for repair. If you do not wish to provide your passcode, certain device functions including but not limited to; the camera, wifi, and Bluetooth cannot be tested and cannot be guaranteed.

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

• Sure, please just call a customer service representative at 1-484-509-5571 to make the proper arrangements. Please note, we are not responsible for packages lost in transit back to the customer if they supply their own shipping label or shipping account.

I don’t feel comfortable buying a part for repair service on the website. Are there any other ways I can pay?

• Sure, to arrange other forms of payment please call our Customer Service Representatives at 1-484-509-5571 and they would be happy to assist you.

Do you offer any type of warranty on your repairs?

• Yes, all repairs carry 90-day parts and a labor warranty which means if you have any issues related to the repair within 90 days, we will take care of it free of charge!

Does the water damage service include water damage sensor replacement?

• No, the water damage service includes all parts and labor required to the get phone back to fully functional condition but does not include water damage sensor replacement.

Does the water damage service include logic board replacement?

• Due to its high cost, The logic board is the only part in the device that is not included in the water damage service. If the logic board has been irreversibly damaged, we will not be able to repair it and you will be refunded.

I dropped my phone in liquid that was not water, should I send it in for the water damage service?

• Through the salt in salt water is very corrosive and can be very damaging to electronic devices, there is no reason to not send in your device in for a water damage repair. Our success rate on salt water damage is lower than that of a device that has been dropped in other liquid but there is still a good chance that is can be repaired, and if it cannot you will pay nothing so there is nothing to lose.

I dropped my phone in salt water, is it even worth sending it in?

• Sure, please just call a customer service representative at 1-484-509-5571 to make the proper arrangements. Please note, we are not responsible for packages lost in transit back to the customer if they supply their own shipping label or shipping account.

What should I do if my device falls in water or another liquid?

• First and foremost, do not attempt to turn the phone on as that can cause a serious short circuit. Next send the device in for our water damaged service. Our chance at repairing the phone increases substantially the sooner we receive it.

My device fell into water, should I let it dry out to see if works before I send it in?

• Though the device can sometimes begin working again on its own after water damage, it is very uncommon and not a likely outcome. It is more likely that corrosion and residue deposits will begin to form on the logic board making the repair process more difficult. We recommend sending the device in as soon as possible even if it is still wet as our chance at repairing the device increases substantially the sooner we receive it.

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?

• Though only one function may not be working, it could be caused by a variety of things. For example, if your home button is not functioning properly, the issue may be caused by the home button flex, the lower dock connector assembly, the Logic board, or any combination of the three since the phone was water damaged. If the device has not been water damaged, a home button issue is almost always caused by the home button flex, however since the phone has been water damaged, standard rules do not apply. This why we offer a water damage service specially tailored for water damaged devices.

How Long does water damage repair generally take?

• Water damage repair generally takes between 24 and 72 hours to complete depending on the level of damage. This estimate can vary however depending on the extent of the damage to the logic board and other components.

What if you are unable to save my water damaged device?

• If we are unable to repair your water damaged device for any reason, your payments will be refunded minus the cost of return shipping and your phone will be returned. If your device could not be repaired and you do not want the phone back or do not wish to pay for return shipping, we will be happy to recycle the device at our repair facility.

Do you offer a warranty on the water damage service?

• Our water damage repair service includes a 90-day warranty on the parts fixed or replaced during the course of the repair. If you experience any issues caused by the parts we’ve replaced on your device within 90-days, you are covered.

What does this warranty cover?

• Our 90-day warranty covers any issues caused by the initial water damage that was repaired. The warranty does not include any subsequent water damage or further accidental damage to the device.

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

• Yes, any non-responsiveness your phone is suffering due to a drop will be corrected with the Glass & Digitizer repair, as the Digitizer that is being replaced is the part responsible for all touch functionality. Check out our glass replacement article to learn more about broken glass and the repair process.

How do I know if I need the LCD repair or not?

• If the actual screen of the phone is bleeding, white, or has any dead pixels then you’re going to need to select the LCD & Glass option as the LCD has suffered irreversible damage. Still not sure? Send a picture of the current condition of the phone while it is powered on to info@cellexperts.us and we will do our best to diagnose it.

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

• Yes, the glass replacement service will replace the entire glass face, so the extent of the damage to the previous glass does not matter.

Do you offer a warranty on screen repair services?

• Yes, all parts and repair services include a 90-day warranty. This warranty covers only the part(s) that were replaced. It does not cover any subsequent damage to the phone or components that were not replaced.

Are your parts Original Apple or OEM?

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

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

• We currently have 5 locations in the United States. Our location are dedicated to providing all the repair services found a cellexperts.us to local customers. To find out if there is a repair location near you check out our store locator. If there is no location near you, feel free to utilize our mail-in service.

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

• Almost all repairs can be completed while you wait in 30 minutes or less by one of our experienced technicians. The only repair that cannot be completed while you wait is the water damaged repair service. Water damaged devices generally need to be dropped off for at least 24-48 hours.

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

• No appointment is needed. Simply stop by during our hours of operation and we will be happy to assist you with any repair needed.