Frequently Asked Questions
Phone Repair and Accessories

Will I ever be charged more than I was quoted?

No, we will always give you a call ahead of time to get a confirmation before we proceed with any additional work.

I'm not sure what is wrong with my phone, is there a fee to do a diagnosis of what’s wrong with my phone?

No, we do not charge a fee to diagnose your phone. We'll always do a free diagnostic for your device and confirm cost and timing with you before proceeding.

If you attempt to repair my device but was ultimately unsuccessful, is there a fee for your labour and your services even though the phone was not fixed?

We have a No Fix, No Charge policy. If we are unable to fix your device, then we will not charge you anything for our services!

You repaired my phone and now there is something else wrong with it, what do I do?

Most of our repairs come with a Lifetime Warranty! Certain parts (such as batteries) are excluded due to wear and tear, but will still come with a 90-day warranty. If you are having any issues at all, give your repair location a call and we would be happy to assist you.

How do I get a status update on my phone or smart device repair?

You can call your repair location directly for a status update. The phone numbers for all our locations are in our main menu under "Find a Location".

Alternatively, if you have your ticket number, you can search your status online by clicking "Check your Repair Status" under the tab "Our Repair Services" as well.

What does your limited lifetime warranty‡ cover?

We cover any manufacturer's defects, which includes everything outside of physical or water damage caused by the user. If you are ever in doubt, you’re always welcome to give us a call or bring it by the store. We we want to make sure you're 100% happy with our workmanship, so don’t hesitate to reach out.

‡Limited Lifetime Warranty applies to select repairs made solely by CaseMogul only. CaseMogul has the right to refuse any warranty claim due to, but not limited to customer action or inaction. The Limited Lifetime Warranty waives select repair costs only and does not include shipping to CaseMogul locations, or any other additional costs. Battery repairs, charging port repairs, and iPhone motherboard repairs carry a 90-day repair warranty. Conditions and terms may change without notice.

Are you able to repair just the glass on a screen instead of changing the whole LCD assembly?

Yes, we’re proud to say that we are one of the few repair shops that have the skillset to do this type of work. This is why our prices on some of our tablets and phones are relatively cheaper than our competitors.

The device that I need repaired is not displayed on your website. Can you still repair my device?

We can fix nearly any electronic device. If you don’t see your device displayed, please message us on webchat, we would be happy to assist you and provide you a quote and an estimated repair timeframe.

If I have purchased the parts, are you able to just help me with installing it onto the phone?

In these types of scenarios, we do charge a flat labour fee of $50 for our services. We will not be able to provide warranty on the parts you have brought in as we have not vetted your supplier but we will ensure that your device is working perfectly before we send you off.

I’ve been told that my device has a motherboard problem. Are you able to repair motherboards or change motherboards?

Yes, we are one of the few repairs shops that has the ability to repair motherboard issues. Bring it in and we can take a look. We are confident that we have one of the highest success rates for motherboard repairs.

Do you offer returns or exchanges?

Yes we offer returns and exchanges within 14 days of purchase if you are unhappy with your purchase.

Please contact the store you made your purchase to process a return or exchange. If you purchased online, please reach out to info@casemogul.com.

What is your shipping policy?

CaseMogul ships to anywhere in Canada for free! We will be using Canada Post shipping so you can expect typical Canada Post shipping times.†

†Some exceptions apply. Qualifying amount may change. The free shipping credit offer applies to select items for delivery by standard shipping only. Offer is not applicable towards the shipping costs for returned items or towards the purchase of online gift cards. Offer is not valid on previous purchases. Offer valid only while supplies last and not applicable to cancelled orders due to out-of-stock merchandise. No cash value.

Is there someone I can contact to ask questions about creating a custom phone case?

You can email us at customcase@casemogul.com.

How long does it take to ship my custom order?

It typically takes 1-2 business days to produce a custom case. Once it’s produced, the shipping time should be similar to typical Canada Post shipping times.

Can I return my custom case order?

No, unfortunately we do not allow you to return custom cases. However, if you do have an issue, please do let us know and we will work hard to find a solution that you are happy with.

Do you sell pre-certified/refurbished phones?

Yes! Please call your local CaseMogul store to see what inventory they have available for phones. You can also check our website for phones available online.

Do you offer warranty on your pre-certified/refurbished phones?

Yes, we offer an industry-leading 1 year warranty on all phones we sell. CaseMogul Certified Pre-Owned Device Warranty: Coverage includes a 1-Year Limited Warranty that only applies to hardware components of the device. Batteries, motherboards and charger ports are only covered for 3 months under the terms of this warranty. Warranties cannot cover any parts that depreciate over time due to their nature and regular use and does not apply to any software or any accessories or peripheral equipment. Any liquid damage and/or physical damage that are not affiliated with CaseMogul may void warranty coverage. Physical damage includes LCD damage, cracks, breaks, dents, scratches, bends, or damage to any part of the device. Liquid damage includes any signs of exposure to moisture, corrosion, condensation and liquid presence, to any part of the phone as determined by CaseMogul. CaseMogul holds the rights to determine qualification of warranty coverage under its warranty program.

What can I do to help me keep my battery working properly?

There are a number of things to keep your newly installed phone battery working properly. This article will have all the information. A reminder, not taking good care of your battery may result in voiding its warranty.