Get repair status updates
To get details on your mail-in repair, go to your Google Store repair history. To get updates on your walk-in repair, contact your repair partner. If you gave the repair partner the email address tied to your Google Account, your walk-in repair information will also be in your repair history.
Repair updates are missingIf your repair history isn't updated yet, refer to the time frames below.
Mail-in:
- The mail-in repair process takes up to 10 working days after you send your item.
- If you request a prepaid delivery package, we'll send it in up to two working days.
- If your repair order needs an update after our inspection, you'll be asked for approval in an email: 'Action needed: Approve changes to repair order immediately, RMA# xxx'
- Once you approve the final cost and complete checkout, the order will be completed in up to three working days. If you decline the update, your device won't be repaired and it'll be returned in up to two working days.
Walk-in:
- For updates on your repair, contact the repair partner where you dropped off your device.
To get tracking information and updates on your mail-in repair, check your Google Store repair history. You can also use tracking numbers or tracking links from your carrier to get repair updates.
For prepaid packaging: Check emails from the Google Store that have tracking links. You can also check your Google Store order history.
To get your repair history, select Repairs and replacements at the top right on the order history page.
You can track your delivery kit in your Google Store order history.
Cancel your repair
To cancel your mail-in or walk-in repair, follow the instructions below.
Mail-in:
- To cancel or change your repair order, go to your Google Store repair history.
Important: You can only cancel a repair order before you send in your device. If you don't act on your repair order, it'll be cancelled automatically within 30 days.
Walk-in:
- To cancel or change your repair order, contact your local repair partner.
Fix order creation issues
Can't create a repair orderIf you get an error at checkout, contact support. Be ready to give support your contact information and error details.
For help with Pixel repairs, contact Pixel support centre. It's helpful to have the IMEI. Learn how to find your Pixel phone device's IMEI.
For help with tablet repairs, contact Pixel Tablet support. It's helpful to have the serial number. Learn how to find your Pixel Tablet serial number.
Repairs must be for all damage to the device in-warranty and out-of-warranty. You'll be charged for out-of-warranty repairs.
Repaired devices get a 90-day warranty. If you already have a warranty but it's less than 90 days, it'll be extended to a total of 90 days. The repair partner will complete repairs during this time.
Understand charges and payments
Learn about authorisations and charges for repairsMail-in:
When you place your repair order, your payment method is authorised 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 within that time, we'll send the device back to you unrepaired and you won't be charged.
Walk-in:
After you drop off your device at a repair partner and if there's other damage found during inspection, you'll be contacted about additional charges for the repair. You must accept the charges to begin repairs.
For EMEA repairs only, you can decline additional charges for cosmetic repairs such as scratches on the display.
You might also be charged for repairs even if your device is in warranty because the manufacturer's warranty doesn't cover certain damage types. Some frequently excluded damage types include cracked screens and liquid damage. Internal damages may not be visible.
Actual repair costs may be higher than the estimated quote. If there is a discrepancy between the estimated quote and the actual cost, you'll receive a confirmation email to approve the cost change.
Mail-in:
If more damage is found during inspection, you'll be asked to approve the new cost before repairs can start.
You have 10 days to accept and pay the updated cost. If you decline the update or if we don't hear from you in time, we'll return your device without repairs.
For more information about mail-in repairs, contact Google Store help.
Walk-in:
If more damage is found during drop-off inspection, you'll be asked to approve the new cost before repairs can start.
Device has problems after repairs
Repaired devices get a 90-day warranty. If you already have a warranty but it's less than 90 days, it'll be extended to a total of 90 days. The repair partner will complete repairs during this time.
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 was dropped off for repair, contact your repair partner.
If there are new problems with your device, start a new repair request.