Learn more about the repair process

Before you get your phone repaired, make sure to back up data.

Set up or cancel your repair

Can’t find device info or repair type

Learn how to find your device’s IMEI. Only Pixel (of any size or generation) IMEIs can be entered and repaired.

Can't find repair type

During the repair request process, select all the problems that best describe the problems with your device. The repair partner checks your device once it's received to identify what needs fixing.
Can’t create a repair order

Contact us with the error you get when you try to check out, along with your contact information and IMEI.

Cancel your repair

Mail-in

  • To cancel a repair order, you need to do it before you send in your device.

  • If you don’t take action on your repair order, it will be canceled automatically within 30 days.

Walk-in:

  • To cancel or change your repair order, contact your local repair partner.

Get status updates

To see details about your mail-in repair, visit your Google Store order history, then tap or click Repairs to see your repair history. To see details about your walk-in repair, contact your repair partner.

Repair updates are missing

If you don’t see updates on your repair, see below for estimates.

Mail-in

  • For mail-in, the overall repair process takes about 7–10 business days after you send your device.
  • If you request a prepaid shipping package, we’ll send it to you in 1–2 business days.
  • After inspection, if your repair order needs to be updated, you'll be asked for approval. Once you approve and check out with the final cost, the order will be completed in the next 2–3 business days. If you decline the update, your device will not be repaired, and will be returned in the next 1–2 business days.

Walk-in

  • To get an update on the status of your repair, contact the repair partner where you dropped off your phone.
Can’t find shipping status

If you mailed your device for repair, learn how to track your shipment. For the most current information, we recommend using tracking numbers or tracking links from your carrier.

For prepaid packaging: Check emails from the Google Store that have tracking links, or your Google Store order history.

From the page titled "Order history," at the top right, tap or click Repairs to see your repair history.

You can also learn how to track your shipping kit.

Device has problems after repairs

Each device repaired by a service repair center has the greater of either (1) the remainder of the device's original warranty or (2) an additional 90-day warranty post-repair.

If you have the same issues with your device that you've mailed in for repair, contact us. If you have problems with a device that you've dropped off for repair, contact your repair partner.

If there are new problems with your device, start a new repair request.

Understand charges & payments

 

Learn about authorizations and charges for repairs

Mail-in:

When you place your repair order, your payment method will be authorized for the estimated repair cost. Once the inspection is complete and if no extra items need to be fixed on your device, you'll be charged and the repair will begin.

If more items need to be fixed on your device after we inspect it, we’ll contact you. You have 10 days to accept and pay the updated cost, or decline the update. If we don’t hear from you in that time, we’ll send the phone back to you unrepaired and you won't be charged.

Walk-in:

After you drop off your phone at a repair partner and there is other damage that was found during inspection, you'll be contacted to inform you that there will be additional charges for the repair. The charges will need to be accepted for the repair to begin.

Questions about charges for repairs on in-warranty phone

You might also be charged for repairs even if your phone is in-warranty, because some damage types (like cracked screens and liquid damage) aren’t covered by the manufacturer’s warranty.

Questions about additional charges after device inspection

Mail-in:

After your phone is inspected, if more items need to be fixed, you'll be contacted to approve the new cost before moving forward with the repair. All damage in the repair order is repaired at the same time, so partial repairs aren't available.

You have 10 days to accept and pay the updated cost, or decline the update. If we don’t hear from you in that time, we’ll send the phone back to you without fixing anything.

For more information, contact us.

Walk-in:

After you drop off your phone at a repair partner and there is other damage that was found during inspection, you'll be contacted to inform you that there will be additional charges for the repair. The charges will need to be accepted for the repair to begin.

Incorrectly charged for changed or canceled order

If you’re charged an incorrect amount for an updated order or charged for a canceled order, make sure you have the IMEI and order number ready, then contact us.

More information

Partial repairs not available

Your repaired device will carry a 90-day warranty (or the remaining portion of your existing warranty), so a repair partner will repair the entire device.

Walk-in repair partner unable to repair device

Sometimes, the parts needed for your phone are unavailable or your device is too damaged to be repaired. We recommend contacting your repair partner for details.

 

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