Get Preferred Care from the Google Store

When you buy an eligible device from the Google Store, add Preferred Care1 to receive the following benefits:

  • Two years of accidental-damage coverage, effective when your device is dispatched.
  • One year of mechanical-breakdown coverage, effective after the one-year manufacturer's warranty expires (two years of mechanical-breakdown coverage total)

Preferred Care is currently available for Pixel 5, Pixel 4a (5G), Pixel 4a, Pixel Slate, Pixelbook and Pixelbook Go devices purchased in the US, Canada and Puerto Rico (depending on availability). Claims are subject to an excess, outlined in the Excess Costs section below. 

Buy Preferred Care with a device on the Google Store

To purchase Preferred Care with a device from the Google Store:

  1. Select a device and continue to the Services page.
  2. In the 'Preferred Care' box, select Add to order.
  3. Complete the checkout process. Your coverage period starts when your device is dispatched.

Buy Preferred Care after you’ve purchased a device from the Google Store

To purchase Preferred Care after you purchased your device from the Google Store, you can do so up to 15 days after your device has been dispatched. 

  1. Navigate to your order history page at store.google.com/orderhistory.
  2. Locate the order to which you’d like to add Preferred Care. 
  3. To view the order details, select View or edit order. A banner will be at the top of the page for devices eligible for Preferred Care.
  4. To navigate to the 'Add Preferred Care' screen, click Check eligibility.
  5. Select the eligible device to which you would like to add Preferred Care.
  6. To proceed to checkout, at the bottom, click Next.
  7. Once Preferred Care is purchased, a new order will be generated with a separate email confirmation.

Tip: When you buy Preferred Care through the Google Store, device repair or replacement is handled by Assurant, our partner company who will provide coverage for your device.

What it covers

Accidental damage

Preferred Care covers your device for up to two incidents of accidental damage (including drops, liquid spills and cracks) over the term of your coverage. To start a claim, follow these steps.

Device malfunctions

For Pixel 5, Pixel 4a (5G), Pixel 4a, Pixel 4, Pixel 4 XL, Pixel 3a, Pixel 3a XL, Pixel 3, Pixel 3 XL, Pixel Slate, Pixelbook and Pixelbook Go

These devices that are 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. Preferred Care from the Google Store provides similar coverage for the second year.

  • If your device malfunctions in the first year after you bought it, contact Google.
  • If it malfunctions 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 device, check your order history on the Google Store.

For Pixel 2 and Pixel 2 XL

All Pixel 2 and Pixel 2 XL phones sold in the US and Canada come with a two-year manufacturer’s warranty to cover device malfunctions that occur through no fault of the owner.

  • If your device malfunctions in the first two years after you bought it, contact Google.
  • If it malfunctions after the two-year manufacturer’s warranty but within 30 months of when you bought the device, visit mydeviceprotect.com or call Assurant at 877-406-4372.
  • If you don’t know how long it’s been since you bought your device, check your order history on the Google Store or the store where you bought your phone.

Excess

Preferred Care repair and replacements are subject to the excess amounts below:
 
(US and PR) 

Category Device Mechanical/electrical breakdown Accidental damage2 – screen repair3 Accidental damage2 – all other
Phones Pixel 5 $129 $99 $129
Pixel 4a (5G) $129 $99 $129
Pixel 4a $99 $69 $99
Pixel 4 $129 $79 $129
Pixel 4 XL $149 $99 $149
Pixel 3a $79 $29 $79
Pixel 3a XL $89 $39 $89
Pixel 3 $99 £49 $99
Pixel 3 XL $129 $79 $129
Pixel 2 $79 $79 $79
Pixel 2 XL $99 $99 $99
Laptops Pixelbook Go $99 N/A $99
Pixelbook $99 N/A $99
Pixel Slate $99 N/A $99

Start a Preferred Care claim for your device

Important: Before you file a claim for a device that doesn’t work, turn it off and then on again.

What to know about filing a claim

Start your claim as soon as possible (within 90 days of the damage occurring in most locations, one year in Wisconsin).
Walk-in repairs are available through UBREAKIFIX for Pixel screen repairs only. You can save $50 on your excess when repairing your Pixel 3, Pixel 3 XL, Pixel 3a, Pixel 3a XL, Pixel 4 and Pixel 4 XL device through UBREAKIFIX. You can save $30 on your excess with your Pixel 5, Pixel 4a (5G) and Pixel 4a.
 
You can have up to two approved accidental damage claims during the term of your coverage. There is an unlimited number of approved claims allowed for mechanical/electrical breakdown. An excess will apply for each approved claim as listed in the excess chart.  
 
If your claim is authorised for a replacement, your replacement can only be delivered to the same country where you bought coverage. Your replacement may be a new, refurbished or recertified device of similar make and quality. For complete details, read sample Terms and Conditions.

File a Preferred Care claim on the web

To start a claim, visit mydeviceprotect.com. Have your device’s IMEI number (for phones) or serial number (for all other devices) ready.

File a Preferred Care claim over the phone

  1. To find your device’s IMEI number (for phones) or serial number (for all other devices), go to your order details page.
  2. Call Assurant at 877-406-4372. You’ll need your credit card to pay the excess as listed in the excess chart.
  3. If your claim is authorised for a replacement, you’ll get an email confirming your approved replacement. If your claim is authorised for walk-in repair, you’ll receive an email with walk-in centre location information.
  4. If you get a replacement device:
  5. 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 that your replacement came in.
  6. Print the attached pre-paid delivery label. Then, put the delivery label on the outside of the box.
  7. To find out how to send your package, check the delivery label.
  8. Send your damaged device back within 14 days of getting your replacement.
    • If you don't return your device in the 14-day window, you will be charged the unrecovered equipment fee listed in your coverage documents.
    • To find out when your package has been received, you can track it with the return tracking number on your delivery label.

When you can get a replacement


You may be entitled to a replacement in the accidental damage or device malfunction situations described above.
Replacements are not available if:

  • You lost your device, it was stolen or you don’t have it anymore.
  • Your claim is for accidental damage and your device has been replaced twice for accidental damage already.

For a complete list of exclusions, read Preferred Care from the Google Store Sample Terms and Conditions

Cancel or transfer Preferred Care

Cancel and get a refund

If you’re not happy with Preferred Care 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 Preferred Care.
  • 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. Check plan Terms and Conditions for state-specific cancellation and refund methods.

Transfer Preferred Care

If you give your device to a new owner, you can request to transfer Preferred Care to the new owner.
Transfers only work in the country where the device was bought. (For example, if you bought the device in the US, you can’t transfer Preferred Care if you give the device to someone in Canada.)
Preferred Care can’t be transferred to a different device. It covers only the device with which it was purchased.

Get a refund for a returned device

If you return your device to Google within 30 days of buying it, we’ll automatically cancel your Preferred Care plan and refund you the full price of the plan.

1Plan is provided by Federal Warranty Service Corporation in all states except CA, where it’s Sureway, Inc., FL, where it’s United Service Protection, Inc., and OK, where it’s Assurant Service Protection, Inc. All these companies operate under the trade name Assurant. For more information, including limitations and exclusions, read Preferred Care Sample Terms and Conditions. Your service contract with Assurant and related communications will be delivered via email. To view your documents, you must provide us with a valid email address. You will also need a device with Internet access, print and/or storage capability. If you do not receive your service contract within two working days, or you would like to request a paper copy, please contact Assurant at 877-406-4372. For customer support and general programme enquiries, call 877-406-4372. To request a sample copy of the Terms and Conditions specific to your state, call 866-450-5185.

2Claim limits apply. Refer to your coverage documents for details.

3When service is provided at one of our participating walk-in centres. Walk-in centres are not available in every state. Check locations here

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