When you buy a Pixel Phone from the Google Store, you can add device protection to cover accidental damage and double the life of your coverage for mechanical and electrical breakdown. Currently device protection is only available for devices bought in the U.S. and Canada.
For Pixel 2 and Pixel 2 XL, learn more about Preferred Care.
Buy device protection from the Google Store
You can only add Preferred Care when you buy your phone on the Google Store in the U.S. or Canada. If you purchase a device through Google Fi, you can add Google Fi device protection. Compare device protection options.
To get device protection:
- Open the Google Store.
- Pick the device you want to purchase.
- In the top right, click Buy.
- Follow the checkout to select your device carrier, color, and storage.
- On the "Extra steps" page, select "Preferred Care" to add extra protection to your device purchase.
- Continue to follow the order flow to the checkout page and finish checkout. Your coverage period starts as soon as your phone ships.
Note: When you buy device protection through the Google Store, device replacement is handled by an authorized third party, Assurant1.
What device protection covers
Device protection covers your phone for up to 2 incidents of accidental damage (including drops, cracks, and spills) over 2 years. To start a claim, follow these steps.
Phones sold in the US and Canada come with a one-year manufacturer’s warranty to cover device malfunctions that occur through no fault of the owner. Device protection from the Google Store provides similar coverage for the second year.
- If your device malfunctions in the first year after you bought it, call Google.
- If it malfunctions from normal wear and tear in the second year, visit mydeviceprotect.com or call Assurant at 877-406-4372.
- If you don’t know how long it’s been since you bought your phone, check your order history.
Important: Before you file a claim for a device that doesn’t work, turn it off, then on again.
What to know about filing a claim
- Star your claim as soon as possible (within 90 days of the damage occurring, 1 year in Wisconsin).
- File a claim only if you have not replaced it for accidental damage twice already.
- You can claim up to 2 incidents of accidental damage for 2 years. When you file a claim, you will need to pay a deductible - $79 for Pixel or $99 for Pixel XL.
File a claim on the web
To start a claim, visit mydeviceprotect.com.
Your replacement can only be shipped to the same region where you bought coverage.
Your replacement may be a new, refurbished, or recertified device of similar make and quality.
You can file a claim if you bought a Nexus 5X or 6P with Nexus Protect.
- Make sure you’re eligible for a replacement. (More information in "Eligibility for device protection replacements" below.)
- Go to your order details page to find your device’s IMEI number.
- Call Assurant at 877-406-4372 and talk to a device protection claims specialist. You’ll need your credit card to pay the deductible.
- After your claim is approved, you'll get an email confirming your approved replacement.
- When you receive your replacement device, remove the SIM card from your broken device and place it in the new one.
- Print the RMA packing slip attached to your confirmation email and put it in the box with your damaged device. (You can reuse the box your replacement came in.)
- Print the attached prepaid shipping label and put it on the outside of the box. Check the shipping label to see how to ship your package.
- Send your old device back within 14 days of getting your replacement. You can track your package with the return tracking number on your shipping label to see when it's been received. If you don't return your device in the 14-day window, you may be charged the unrecovered equipment fee listed on your contract.
When you can get a replacement
You might be entitled to a phone replacement in the following situations.
You can get a replacement if your device stops working correctly.
- In case of malfunction during the first year after you buy your phone, you can contact Google to see if you’re eligible for manufacturer warranty replacement.
- During the second year, if your phone malfunctions due to wear and tear, contact Assurant to file a claim. (You can check the date of purchase in your order details page.)
Malfunction examples include:
- Problems with charging, turning on, or a frozen screen
- Defective microphone, speaker, or button
- Trouble getting internet or cell signal
Nothing in this article affects your legal statutory rights.
You can file a claim for a device protection replacement if your device:
- Was dropped and stopped working.
- Has a cracked screen.
- Got wet and stopped working.
Replacements are not available if:
- You lost your device, it was stolen, or you don’t have it anymore.
- Your device has been replaced twice for accidental damage already.
For a complete list of exclusions, see device protection from the Google Store Terms and Conditions.
Cancel or transfer device protection from the Google Store
If you’re not happy with device protection from the Google Store, you can contact Google to get a refund.
- Within 30 days of buying: If you haven’t filed a claim, you can get a full refund for Google Store device protection.
- After 30 days: You can get a prorated refund (less any claims paid up to the cancellation date).
Cancellation/refund provision may vary by state. See plan Terms and Conditions for state-specific cancellation and refund methods.
If you give your device to a new owner, you can request to transfer device protection to the owner with the new device.
Note that transfers only work in the region where the device was bought. (For example, if you bought the device in the US, you can’t transfer device protection if you give the device to someone in Canada.)
Device protection cannot be transferred to a different device. It covers only the device with which it was purchased.
If you return your device to Google within 15 days of buying it, we’ll automatically cancel your device protection plan and refund you the full amount.
1The obligor is Federal Warranty Service Corporation in all states except CA, where the obligor is Sureway, Inc., FL, where the obligor is United Service Protection, Inc., and OK, where the provider is Assurant Service Protection, Inc. For more information, including limitations, exclusions and other obligors, see device protection from the Google Store Terms & Conditions. For customer support and general program inquiries, call 877-406-4372. To request a sample copy of the terms and conditions specific to your state, call 866-450-5185.