FAQs

Here's a great place to get some of your common questions answered. Start by clicking on your topic below:

General Questions

  1. What is iResQ?
    iResQ takes mail-in repairs from all over the USA and most orders are placed on this very website. On any given day, we receive 200-300 products for repair and most of those are done within 24 hours of receipt. We have been in business since 1994 and we were the original company (outside of Apple) to repair iPods and iPhones. Our goal is, and always has been, extremely fast turnaround on repairs and exemplary customer service at the lowest possible cost to our customers. You can find more about our company in the “About” tab at the top of your screen.

  2. Where is iResQ?
    Our one and only repair center is in beautiful Olathe, Kansas - we're basically across the street from Garmin's International headquarters. Olathe is in the Kansas City Area, in the middle of the country to serve our domestic clients with superb efficiency. We are not just a few people working out of a basement, rather we have a 15,000 square foot facility designed to handle the exceptional number of repair orders that we receive daily.

  3. How much does it cost?
    That depends on what parts you need for your product. We have most pricing listed on our website, which you are free to browse. If you can't find the price on the website, you'll need to send your product in for a free diagnosis and one of our techs will call you with the specific repair price based on their evaluation of your product.

  4. What do you mean when you say "next day" or 24-hour? Does this include weekends and holidays?
    When we say "next day", "overnight", etc. we are referring to business days. Generally business days are Monday through Friday. We are closed on the weekends and major holidays. All holiday closings will be posted clearly on our website ahead of time. If you place an overnight order on a Friday, you will not receive your item until Monday. We do offer Saturday delivery in most cases for an additional fee. iResQ shall not be responsible for damages or delays resulting from acts of God, and from other actions, both governmental and otherwise, including but not limited to war, riot, seizure, embargo, or inclement weather in Kansas City or within a shipping route.
    -If you have ordered a flat-rate repair, your product will be repaired and shipped back to you the same day that it is received. If you have ordered a hard drive upgrade with data transfer, this could possibly be delayed until the data transfer is complete.
    -If you have ordered a diagnostic service, you will be contacted by phone call, email, or both with a repair estimate by the next business day. Once you have been contacted and approve the required repair, your product will be added to a repair queue for completion. Repairs after diagnosis are performed in the order in which they were received and/or approved, so they may not be shipped within 24 hours. Please note that the quicker we receive a response from you, the sooner the repair will be completed, and if you provide a non-working phone number or email address, you will also likely experience a delay.
    -If we are currently out-of-stock on a part that is required, you will be notified. We cannot complete the repair until we get stock of that part. This rarely happens.

  5. Once you diagnose the problem with my product, am I obligated to pay for the repair?
    No. If you decide that you don't want to pay for the repair, we'll send it back to you at no additional charge. If you don't want it back, we can also recycle the product for you.

  6. What if I decline the repair?
    We can either return the product to you via the shipping method you chose, or we can recycle it for you.

  7. How long do I have to decide if I want to get my product repaired?
    Once we receive your product, we'll call you to let you know the repair price. From that point, you have 90 days to make a decision. When 90 days have passed, we deem your product abandoned and we recycle it appropriately. Once that happens, the product is gone and we can't get it back for you. We receive so many shipments per day that this is a necessity just to preserve space in our facility.

  8. Will I receive my own packaging back if I decide to ship it in myself?
    We will determine, at our discretion, whether your packaging is safe to ship back to you. We use our very own protective and insured boxes so that your shipment arrives as safely as possible. In other words, you might not get your original packaging back.

  9. How long is the warranty on the items you repair?
    Our standard warranty is 90 days. If there is a different warranty period for a specific item, it will be listed on that product page.

  10. How many devices can I send in to get a 24-hour diagnosis?
    We can only diagnose 5 devices per business day, per customer. Please call for more details.

  11. Wait, I have more questions!
    No problem. We can help you. Just send us an e-mail (sales@iresq.com) or call 888-447-3728 and we'll be glad to help.



Ordering Questions

  1. How do I order?
    You can place an order through our website, or a customer service representative at 888-447-3728. It only takes a couple of minutes!

  2. Do I need to register to place an order?
    No, you can checkout as a guest. Registering allows you to come back to our site to check the status of your repair. It also keeps you from having to type all your data in if you order from us again in the future.

  3. What if I forgot my iResQ password?
    iResQ offers a convenient "Forgot Your Password?" feature that allows you to retrieve a new password by simply entering your registered iResQ email address.

    You can also call our customer service representatives at 1-888-447-3728, please have your name, billing address, and phone number, and email address ready so we can quickly find your iResQ password.

  4. What are my payment options?
    You can pay with your Visa, Master Card, Discover, American Express, or your PayPal account. You can also pay with your debit card that displays the Visa or Master Card logo. We do not accept cash, check, or money order for web or phone orders.

  5. How do I check my order status?
    You can call 1-888-447-3728 and speak with one of our customer service representatives or login using your iResQ account (if you set one up).

  6. How do I check my order history?
    You can login to your iResQ account (if you set one up). Your order history is viewable from there. If you need help please call us.

  7. What is iResQ's mailing address?
    15346 S Keeler
    Olathe, KS 66062

  8. How do I cancel my order?
    Call 1-888-447-3728 and speak with our customer service representatives. Please have your name, order number, and phone number ready.


Shipping Questions

  1. How is a product delivered?
    Orders are delivered via FedEx (United Parcel Service) or through the U.S. postal services.

  2. How long does it take to receive my order?
    USPS first class mail - Please allow 2-5 working days from your order date for delivery.
    FedEx Ground - Order before 3pm on a working day and your order with ship that day. Order after 3pm on a working day and your order with ship the following working day. Please allow 1-5 working days for delivery.
    FedEx Overnight - Order before 3pm on a working day and your order will ship that day and will be delivered the next working day. Order after 3pm on a working day and your order will be shipped on the following working day.
    *Rural addresses might take longer. We rely on the FedEx system to fulfill the delivery times.

  3. Where can I have my order shipped?
    iResQ ships to all 50 states.

  4. Do I need to sign for my package?
    Yes, you will need to sign for any laptop, desktop, or iPad box. You can choose to release the signature when you place an order for an iPhone, iPod, or PSP. (Note: FedEx or IresQ will not be responsible for any lost or stolen iPods, iPhones, or other devices.)

  5. Will I receive my own packaging back if I decide to ship it in myself?
    We will determine, at our discretion, whether your packaging is safe to ship back to you. We use our very own protective and insured boxes so that your shipment arrives as safely as possible. In other words, you might not get your original packaging back.

  6. I don't have a box!
    If you choose the "Send me a box!" option, iResQ will send you a box for a small fee ($75 for laptops and $29 for smaller products). If you are looking to buy a laptop box, here's what you should expect: FedEx store: $25/box. This doesn't include any shipping fees. We went to our local FedEx Store and this is what they charge. Plus, the box isn't as sturdy as ours.

  7. I have a safe shipping box already.
    If you go to USPS for overnight (Express Mail), you can expect to pay $44.95 for a laptop and $28.85 for a smaller product. This does NOT include insurance. If you go to FedEx for overnight (Next Day Air Saver), you can expect to pay $91.69 for a laptop and $46.98 for a smaller product. This does NOT include insurance. If you choose the "I'll pack it: email me an instant prepaid FedEx label" option, iResQ's shipping prices include shipping into our repair facility from anywhere in the USA - $29 for laptop and $12 for a smaller product. This price INCLUDES full insurance and complete tracking to ensure that your package is always safe. In addition, the iResQ website will send you the label via email in just a few minutes after placing your order.

  8. Is there some kind of catch? Your prices seem too good to be true.
    There's no catch. There's a lot of reasons that we get rock-bottom pricing from FedEx. It's simple: We ship thousands of product all over the USA each week. We also pay for a lot of the incoming shipments, which almost doubles our shipment total. A lot of our shipments are overnight. We're located right in the middle of the United States, so shipments to East and West coasts really aren't that far.

  9. What about shipping insurance? When does iResQ insure packages and what does it cover?
    Any FedEx shipment on our account is insured by us. If you select to use our account for your inbound shipment, it's covered. Our shipments are always covered for the outbound shipment. As long as it's on our account, our insurance applies. What we can't control and can't insure is getting the product in the hands of a qualified FedEx employee. If you handed your box to a friend, left it in the FedEx pickup at work, or any other situation where you don't have a drop-off receipt, we can't help you. To file any lost item claim, we'll need proof that the product was given to FedEx. Ultimately, the hand-off to FedEx is the customer's responsibility -- we always recommend taking your product to a FedEx store or any other reputable shipping outlet where you can get a receipt to prove drop-off.


iPod Questions

  1. Can I get a new battery when you repair my iPod?
    You bet! Plus, we'll even give you a super-special discount on the battery replacement, since we're already working on your iPod. Just ask your iResQ Technician for this special when contacted about your iPod repair.

  2. Which iPod Models do you repair?
    We repair all models with the exception of the iPod Shuffle. WE DO NOT REPAIR THE IPOD SHUFFLE.

  3. Do I need to back up my music files before sending my iPod to iResQ?
    If you are able to back up your music files, then you definitely should do so. iResQ is not responsible for lost files.

  4. Should I include items like earphones, chargers and cables with my iPod?
    Generally no. However, if you are experiencing a charging problem or a problem that you think is related to another item, please include it.

  5. How do you guys get those iPods opened up without damaging them?
    The best way to answer this is easy: we've done it about a million times. Practice makes perfect, right?

  6. Wait, I have more questions!
    No problem. We can help you. Just send us an e-mail (sales@iresq.com) or call 888-447-3728 and we'll be glad to help.


iPhone Questions

  1. Do you perform repairs on iPhones that are under warranty?
    No. We are not performing warranty repairs at this time. Apple has not allowed anyone (not even us!) to repair iPhones, iPads, and iPods that are in warranty. If you believe that you are in warranty, you'll have to contact Apple for service. If Apple deems your iPhone "OUT OF WARRANTY" for any reason, or you just don't want to deal with Apple, call us and we can help.

  2. Do I need to back up my music and data files before sending my iPhone to iResQ?
    If you are able to back up your files, then you definitely should do so. iResQ is not responsible for lost data (including purchased media from iTunes) or files.

  3. Do you sell iPhones?
    No. You need to visit your local Apple or AT&T store or visit www.Apple.com to purchase your very own iPhone.

  4. Do I need to send my SIM card with the iPhone?
    No, we have "tester" SIM cards available.

  5. Why do you need my passcode?
    We need your passcode to fully test all features of your iPhone.

  6. What is the digitizer?
    The digitizer is the outer glass on your iPhone.

  7. Wait, I have more iPhone questions!
    No problem. Just email or call us at 888-447-3728 and we'll be glad to help.

  8. I have questions regarding the White iPhone 4 Conversion Service. Where can I see information on this?
    Please view our White iPhone 4 FAQ for more information regarding the White iPhone 4 and the White iPhone 4 Conversion Service.

iPad Questions

  1. Can my broken iPad be repaired?
    Yes. Since the iPad's debut, iResQ has been fully stocked with replacement parts and the know how to get your broken iPad on the road to recovery.

  2. Do you perform repairs on iPads that are under warranty?
    No. We are not performing warranty repairs at this time. Apple has not allowed anyone (not even us!) to repair iPhones, iPods, and iPads that are in warranty. If you believe that you are in warranty, you'll have to contact Apple for service. If Apple deems your iPad "OUT OF WARRANTY" for any reason, or you just don't want to deal with Apple, call us and we can help.

  3. Do I need to back up my music and data files before sending my iPad to iResQ?
    If you are able to back up your files, then you definitely should do so. iResQ is not responsible for lost data (including purchased media from iTunes) or files.

  4. Do you sell iPads?
    No. You need to visit your local electronics retailer or visit www.Apple.com to purchase your very own iPad.

  5. Do I need to send my SIM card with the iPad (only applicable with the iPad + 3G)?
    Yes. To ensure the accuracy of the repair or diagnostic, it would be best to ship the iPad with the sim card installed.

  6. Why do you need my passcode?
    We need your passcode to fully test all features of your iPad.

  7. What is the digitizer?
    The digitizer is the outer glass on your iPad.

  8. Wait, I have more iPad questions!
    No problem. Just email or call us at 888-447-3728 and we'll be glad to help.

Notebook/Desktop Questions

  1. Do you repair laptops/notebooks other than Apple?
    Not at this time, however, we may add non-Apple repair services in the future!

  2. Do I need to back up my hard drive before shipping my Computer?
    If you are able to back up your data, then you should definitely do so. iResQ is not responsible for data integrity. If data handling and/or data recovery are needed as part of a repair, they will be charged at the regular rate of $85/hour.

  3. Do I need to send in my peripherals, AC adapter, battery or original Mac OS CD-ROMs?
    Generally no. If you are experiencing a problem that involves a peripheral, or a power problem that you suspect is related to your AC adapter and/or battery, then you should include them with the computer.

  4. Can you upgrade my product for me while you're fixing it?
    Yes, upgrades such as hard drives and memory are always available! We'll let you know what upgrades are available for your product. We do not upgrade operating system software as a matter of course, but this service can be performed at the regular hourly rate.

Returns / RMA's

  1. What if I need to return a product I purchased?
    No problem! As long as the product falls under our warranty period, you just need to start by clicking the "Returns" link at the bottom of every page on our site.

  2. What if I sent my product in for repair and it's still not working, or it stopped working?
    No problem! As long as the product falls under our warranty period, you just need to start by clicking the "Returns" link at the bottom of every page on our site.

  3. Who pays for return shipping if I have to send my product back in?
    If you had an item repaired by our techs, we pay for the return shipping to get your item back in here for inspection. We only pay for return shipping if you are still within the warranty period. We provide free overnight return shipping labels for small items (iPods, iPhones, and PSPs) and free ground labels for larger items (laptops). If you purchased a product (not a repair service) then you will be responsible for shipping it back to us. We do not charge a restocking fee, but you need to ship it to us on your own. Either way, you just need to start by clicking the "Returns" link at the bottom of every page on our site.

  4. How long is the warranty period on my repair?
    Our warranty is 90 days standard but for certain repairs may be longer. Please refer to the individual service you are purchasing for the exact warranty period of your repair. ALWAYS INSPECT YOUR PRODUCT FULLY UPON DELIVERY

  5. What if I'm out of the warranty period and have a problem?
    Please let us know. Although we won't be able to cover the return of the item to us, we can still diagnose your issue free of charge. If we feel that our repair was insufficient or if the same part that we already replaced has failed again, we will generally offer a deep discount to get you back in working order. In this instance, you would need to place a free diagnostic order with us, making sure to mention your previous repair and any other details in the repair notes (upon checkout). You can also go to our "Returns" page here (http://www.iresq.com/rma) and a manager will respond to help you out.