If after evaluation your phone is determined to be out of warranty by purchase date or physical condition, you will be provided with one of the below repair quotes.
Tier 1 RepairAfter the evaluation of your phone, you will receive a quote for any out-of-warranty repair. Not all phones are repairable. Severe damage may render your phone un-repairable. In this case, your phone will be returned un-repaired and the Shipping & Handling fee will apply.
If you do not wish to repair your out-of-warranty phone and do not wish to pay for the shipping and handling, you can choose to have your phone disposed of, at no charge.
How does the Return for Repair RMA process work?
After you create an RMA number, you can send in your phone to our Repair Center for service. Once received at our Repair Center, it will be evaluated. If your phone is in-warranty, it will be repaired or replaced with an equivalent phone at no cost. If your phone is out of warranty by date or physical condition, you will receive a quote before the repair is performed. You can accept the repair quote and pay through PayPal, authorizing the repair. If you choose not to accept the repair quote, you can pay the Shipping & Handling fee to have the phone returned to you un-repaired.
What information do I need to create an RMA?
We just need to collect your contact information, shipping address, and product details.
What do I send in with my phone?
Send only your phone. With the exception of
integrated (non-removable) batteries, do not send any
accessories, (battery, battery door, SIM cards, SD cards, chargers, etc).
These items will not be returned to you.
Upload or return a copy of your original sales receipt
(Proof of Purchase) to confirm your phone is still within the Consumer
Limited Warranty. This should include the date of purchase, model, serial
number (DEC or IMEI), and customer name and address. This document will
not be returned to you.
Please note: In-bound packaging, paperwork and accessories
will not be returned to you.
How long will my phone repair take?
A typical phone repair takes approximately 10 business days after receipt at our Repair Center. When service is complete it will be shipped back via FedEx 3-day. An email will be sent to you with a link to the shipment tracking number.
I cannot be without my phone, what options do I have?
You have three primary options.
1) We are happy to offer an Advanced Replacement
option. Through this program you will receive a replacement phone within 1-3
business days.
2) If you have another phone available, you may contact your service provider
to discuss the possibility of transferring your phone service to that phone
during the repair process.
3) If your phone has a SIM card, you may insert it into another phone for
use while your phone is away for repair.
Will the data on my phone be retained?
No, the repair process will reset all phones to factory default settings.
Be sure to back-up all of your phone data (contacts, pictures, emails,
texts, etc.) and remove all personal data from your phone before you send
it in for service. Kyocera is not responsible for the loss of data during
the repair process. The best source for phone specific instructions on the
back-up of personal data is your User Guide which can be found through the
Phones page.
See the Backup and Reset Settings section for information and instructions.
How do I back-up my personal data?
The best source for phone specific instructions on the back-up of personal data is your User Guide which can be found through the Phones page. See the Backup and Reset Settings section for information and instructions.
How do I delete my personal data before returning my defective phone?
Make sure you first follow the instructions in the Backup and Reset Settings section of the User Guide specific to your phone model to backup your personal data. After your personal data has been backed up, you can do a Factory Data Reset to remove all of your personal data and reset the phone to the original factory settings.
What is the warranty on my repaired/replaced phone?
Your repaired/replaced phone will have the balance of the warranty for the phone you returned to us, or 90 days from shipment of your repaired/replaced phone, whichever is greater.
How does the Advanced Replacement RMA process work?
If you do not want to be without a phone, we are happy to offer an
Advanced Replacement option. Through this program you will receive
a "like new" refurbished replacement phone within 1-3 business days.
When you create an RMA number, you will be
prompted to enter your credit card information, which will cover
the Advanced Replacement service fee and a pre-authorization for
the value of a replacement phone. Advanced Replacement RMAs processed
before 1 p.m. Central Time will ship the same business day; RMAs
processed after 1 p.m. Central Time will ship the next business day.
The Standard Advanced Replacement service fee is $32.50 for FedEx 2Day®
delivery; Express Advanced Replacement service fee is $44.50 for FedEx
Priority Overnight® delivery. These options are available for some phone
models and are dependent on availability.
What is Express Advanced Replacement?
Express Advanced Replacement RMAs will ship with FedEx Priority
Overnight® (delivery by 10:30am the next business day to most U.S.
addresses; by 5pm to remote areas). RMAs processed before 1pm Central
Time will ship the same business day. RMAs processed after 1pm Central
Time will ship the next business day. The Express Advanced Replacement
service fee is $44.50.
All other terms and conditions of standard Advanced Replacement apply to
Express Advanced Replacement. The only difference is the shipping service
level (FedEx 2Day® for Standard Advanced Replacement vs. FedEx
Priority Overnight® delivery for Express Advanced Replacement). Delivery
is available in the U.S. throughout all 50 states; however, delivery to
some remote areas may take extra time according to www.fedex.com.
How do I know if my phone is eligible for the Advanced Replacement program?
You can check eligibility by entering your IMEI (serial number) during the RMA creation process. Eligibility is based on phone model and availability.
How do I return my defective phone?
When your Advanced Replacement phone arrives, the package will include an envelope with a pre-paid FedEx shipping label already attached. After you've transferred your personal information to your replacement phone – keep your accessories (removable battery, battery door, SIM card, SD card, charger, etc.). Package just the defective phone in the box you received, place the box in the pre-addressed, pre-paid envelope provided and seal it completely. Take the package to any FedEx drop-off location for shipment.
Am I required to use the pre-paid FedEx shipping label?
Yes. This is the way we track the return of your defective phone. Failure to use the provided pre-paid FedEx shipping label may result in delays causing your phone to be received after the Return Period. If you do not use the pre-paid FedEx shipping label provided, and your phone is received after the Return Period, your credit card will be charged for the full replacement value of the Advanced Replacement phone. If your envelope with label is missing, please contact Kyocera Customer Service at 800-349-4478.
How do I back-up my personal data?
The best source for phone specific instructions on the back-up of personal data is your User Guide which can be found through the Phones page. See the Backup and Reset Settings section for information and instructions.
How do I delete my personal data before returning my defective phone?
Make sure you first follow the instructions in the Backup and Reset Settings section of the User Guide specific to your phone model to backup your personal data. After your personal data has been backed up, you can do a Factory Data Reset to remove all of your personal data and reset the phone to the original factory settings.
Is there a time limit for returning my defective phone?
YES! The package containing your defective phone must be scanned by FedEx (according to www.fedex.com) within 10 calendar days of delivery of your replacement phone ("Return Period") or your credit card will be charged the full value of the Advanced Replacement phone. See Service Pricing above for all related costs.
Will there be any charges other than the Advanced Replacement fee?
Once your defective phone is received at our Repair Center it will be evaluated.
If your phone is In-Warranty, the pre-authorization
hold will be released and no further charges will apply. The only
cost to you is the Advanced Replacement service fee you paid when you
created the RMA.
If your phone is Out-of-Warranty by date or physical condition,
your credit card will be charged only for the applicable Out-of-Warranty
fee for the repair. Any pre-authorization hold in excess of the Out-of-Warranty
repair fee will be released. See Service Pricing above for all related costs.
If the package containing your phone is not scanned by FedEx (according to
www.fedex.com) within the Return Period (10 calendar days of delivery of your
Advanced Replacement phone), your credit card will be charged the full value of
the Advanced Replacement phone. See Service Pricing above for all related costs.
What happens if I return my phone after the 10 calendar day Return Period?
The package containing your phone must be scanned by FedEx (according to www.fedex.com) within 10 calendar days after delivery of your Advanced Replacement phone. If your package is not scanned by FedEx within this Return Period, Kyocera will charge your credit card for the full replacement value of the Advanced Replacement phone. If Kyocera receives your defective phone after your credit card has been charged, the shipment will be redirected back to you.
What is the price for not returning my defective phone?
If the package containing your phone is not scanned by FedEx (according to www.fedex.com) within 10 calendar days of delivery of your Advanced Replacement phone, your credit card will be charged the full value of the Advanced Replacement phone. See Service Pricing above for all related costs.
How do I know when the pre-authorization on my credit card has been released?
You will receive an email from us once your credit card pre-authorization has been released or any charges applied.
What is the warranty on my Advanced Replacement phone?
Your Advanced Replacement phone will have the balance of the warranty of the phone you returned to us, or 90 days from shipment of the Advanced Replacement phone, whichever is greater.
I am a business user, are there any discounts for using the Advanced Replacement program for multiple phones in one shipment?
Yes! Please call and speak to a Kyocera Business Select representative today to learn about discounts on Kyocera’s Advanced Replacement program. 1-866-844-7525
Before you ship
What to ship
How & where to ship
What to expect next
You will receive email confirmations at each critical stage of the process:
If you did not provide an email address, or do not receive the email notifications, you can check on the status of your RMA online. You can also give us a call at 1-800-349-4478 or email kiiceg‑rmastatus@kyocera.com.
Before you ship
What to ship
How & where to ship
What to expect next
Kyocera will monitor the activity on the FedEx tracking number assigned to your phone. Once your defective phone is received at our Repair Center it will be evaluated.
If your phone is In-Warranty, the pre-authorization hold will be released and no further charges will apply. The only cost to you is the Advanced Replacement service fee you paid when you created the RMA.
If your phone is Out-of-Warranty by date or physical condition, your credit card will be charged only for the applicable Out-of-Warranty fee for the repair. Any pre-authorization hold in excess of the Out-of-Warranty repair fee will be released. See Service Pricing above for all related costs.
If the package containing your phone is not scanned by FedEx (according to www.fedex.com) within the Return Period (10 calendar days of delivery of your Advanced Replacement phone), your credit card will be charged the full value of the Advanced Replacement phone. See Service Pricing above for all related costs.
You can check on the status of your RMA online. You can also give us a call at 1-800-349-4478 or email kiiceg‑rmastatus@kyocera.com with any questions.