FAQ

Are the contents insured against loss or damage?

If you accept our offer, we will send you a box and a prepaid shipping label that you can use to send your device(s) to us. We are not responsible for any loss of or damage to your device(s) while in transit to us, and the risk of your device(s) not being in the same condition when we receive it as it was when you sent it is yours, not ours. If we do not receive your device(s) within 30 days after your acceptance of our offer, our offer may be rescinded.

Here is what you should know to minimize the possibility of loss or damage to your device:

Pack your box carefully – based on our extensive experience with shipping and carriers, we highly recommend that customers take the highest care to pack electronics very carefully. If you are packing your own box, we also highly recommend extra secure closure of the package around each edge to prevent any potential tampering, water exposure, dust exposure, or ripping of the box. Shipping carriers will deny a damage claim if the package is not properly packed. The claim will be denied if the item(s) are shipped in a flimsy box, or if not enough packing material is used to protect the contents. If you have any concerns about how well you will be able to pack an item, or multiple items, we strongly recommend using a packing service.

Record the serial number of your device – we encourage customers to record the serial numbers of the devices in transit prior to shipment, or even snap a few photos for your records. If a damage or loss claim is the only route available in an unexpected situation, it is very helpful to have this information ready.

Hand the box directly to a courier employee and ask that it be scanned, rather than dropping it into a drop box. This will ensure that it does not get crushed by other packages in the drop box and it is received by us in a timely manner.

Although we will not be held responsible, we will take every effort to help you recover your device or help you with a claim should the unfortunate happen. Our boxes are designed to take a lot, but if you have to pack something yourself, please follow the advice above.