Buyer’s Guide

Why should I choose iSmart Protection or iSmart Elite over other warranty and insurance programs?

iSmart is focused on repairing your device, not replacing it. Consumers pay high premiums on policies that promise replacement, but there is only a very small percentage of people who actually have to replace their devices. When it comes to repair, several warranties do not provide coverage at all for accidental damage, and others limit the number of repairs you can claim. Compare and save with iSmart.

How many times can I have my mobile device repaired under both iSmart Protection Plans?

You can have your device repaired as many times as it needs to be repaired during the two years you are covered. No other warranty program provides the type of coverage iSmart does.

What are my options if my device can’t be repaired?

iSmart Protection Plans are is geared toward repair and we will do everything within our means to repair your device(s). We do not currently support replacement for devices.

What if I want my device repaired and returned to me the following day?

If you mailed your device into iQue Repair to be repaired, we will contact you once we’ve diagnosed the problem and arrange for return mailing. iSmart will return your device Priority Mail unless you indicate that it needs to be expedited and is prepaid. Most devices are typically repaired the same day they are received. If you are local, same-day turnaround is an option. If you are not local, please allow time for mailing to and from the facility.

If I sell my device, are the iSmart Protection Plans transferrable to the new owner?

Yes. Your iSmart Protection is transferrable for the remainder of the warranty period for a small fee. iSmart needs to be notified by the original owner for the plan to be transferred so that we know the device has not been stolen. Please see the Terms and Conditions regarding Transferring Plans.

Can I transfer my warranty from one device to another?

No. iSmart Protection is paired to a serial number on the device itself, therefore the policy goes with the device.

If I buy a Plan, how long do I have to register my devices?

You have thirty (30) days to register your device(s) and then your policy is locked. You will not be able to add any additional device(s) unless they are newly purchased sometime during the coverage period (see next question) and a receipt of that purchase is provided. If you have any further questions, please contact a customer service representative.

Can I buy an iSmart Protection Plan as a gift for someone else?

Yes. Once you purchase a Plan, you or the gift recipient will have thirty (30) days to register their device(s) with us. This may be done by email or by contacting a customer service representative.

Can I cancel my iSmart Policy at any time?

Yes, but why would you want to? Before cancellation, we recommend you contact a customer service representative to see if we can assist you in any way. Otherwise, see the iSmart Terms & Conditions for cancellation terms.

Mail-in Service

How do I know if my device has been received?

We will send you an email letting you know we have received your devices within 1 business day of the devices arriving. We recommend you purchase insurance AND a tracking number through the post office upon shipping your device.

I have further questions about your Mail-in Service

Please check out our CLAIMS page regarding the steps to make a claim and call Customer Service if you have any further questions. They can be reached at 855-478-3737

What do I need to mail with my device?

Please look at our CLAIMS page that will detail where to send your device and what you need to send in with it. Please send in our Claim Form with your device.

How much is my shipping?

iSmart Plans will pay for shipping your device back to you after repairs, you are responsible for paying shipping costs when mailing in your device. Please ship your device USPS Priority Mail with a tracking number and insurance. We are not responsible for lost or damaged devices. Under the iSmart Elite Plan, you get the device to iQue Repair, and the repair is on us.

I received the wrong mobile device.

If you feel that you have received the wrong mobile device after the repair has been conducted, please contact customer service within 24 hours of receiving the wrong device.

When will my credit card be charged?

If you are filing a claim on your device, your credit card will be charged prior to the return of your item. We will call you with authorization of repairs and to discuss the amount we will be charging your card. Repairs will not be made if card is declined.

Does iSmart Protection include replacing protective shields on my device?

The iSmart Protection does not include protective shield replacement, however if you wish to have your device protected with a shield after the repair has been completed, we have partnered with Bodyguardz and can put a new shield on your device for a nominal fee. Please discuss this with customer service prior to your repair.

The new iPad

How can I get protection for The new iPad?

You can get protection for The new iPad by adding one of the iSmart plans to your cart and you will select "The new iPad" as your device.
It will tell you to Enter your Serial. If you have not received your device, than in this textbox enter 0.
You can continue with checkout and purchase your plan.

Once you receive your device, you will need to register your Serial Number with us. You can do this one of two ways:
1. You can hit 'reply' to your confirmation email you received from us when you purchased your plan. You can than provide your Serial Number and we will update your serial on your plan for you.
2. You can call us at 855-478-3737 Toll Free and give us your Serial Number. We will update your serial on your plan for you also.

Whichever way you prefer, be sure and register your Serial with us!

Pricing and Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse which is Utah.

I have a question about what I was charged.

Click the Login to My Account link on the top right side of our site. Once you are logged in, click on Review Orders > View/Change Order and this will show you a break down. If you have any further questions, please call Customer Service at 855-478-3737.

If I cancel, how quickly will I receive a refund?

Please call Customer Service to discuss cancellation at 855-478-3737.

When will my credit card be charged?

If you are filing a claim on your device, your credit card will be charged prior to the return of your item.

My Account

How do I create an account?

1) Click the "Login to My Account" link at the top right side of our site. 2) Enter your email address. 3) Select "I am a new customer". Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information. You are required to create a new account before making a purchase. You can also set up your new account at Checkout.

How do I edit my account information?

If you have already created an Account with us, click the "Login to My Account" link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the "Login to My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to the account holder with the password.

Additional Support

How do I contact you?

Plese click here for our contact information.

Who should I contact to discuss Small Business and Large Organizations Plans?

Please contact Customer Service to discuss our iSmart Protection Plan for Schools, School Districts, Small Businesses and Large Organizations. These plans are designed specifically for the client’s needs and mix of devices.

Does iSmart Protection provide cleaning services during the repair?

iQue Repair offers a cleaning, sanitation and preventative maintenance service to all clients for an additional fee. It is best to have your device(s) cleaned while they are open for service. iSmart Plan members will be offered this service in addition to their repair deductible at a reduced rate. Please discuss this with customer service prior to your repair.