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Device Repairs

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Having Trouble with Your Device?

All Freedom Mobile devices are covered by the manufacturer’s limited warranty, valid for one year from the date of purchase, when accompanied by the original sales receipt. The manufacturer’s limited warranty covers defects which meet the manufacturer’s requirements, a copy of which is available on the manufacturer’s website.

The manufacturer’s warranty excludes defects such as:

  • Accidental or physical damage

  • Liquid damage

  • Unauthorized device alterations/modifications

  • Misuse

  • Neglect

  • Abuse

  • Incorrect operation

  • Improper storage

  • Acts of nature outside of human control

If your device is deemed to be out-of-warranty, due to, but not limited to, the reasons listed above, or for being outside the warranty period, a diagnostics fee will apply. If you choose to accept the repair quote, a fee will not apply. All Freedom Mobile services are subject to our Terms of Service.

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Should your device require repairing, you can choose from the following options:

Option 1

Mail in Repair: Self-Serve (Non-Apple Devices)

Please visit FutureTel's website External Link to send your device directly to FutureTel (Manufacturer Authorized Repair Centre) for repair. Upon submission of your repair request, FutureTel will ship you the necessary items to send your device in for repair.

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If your device issue is deemed to be out-of-warranty, you will receive a quote directly from the Authorized Service Centre for repair work. Should you reject the repair quote, a diagnostics fee will apply

Option 2

Mail in Repair: In-Store (Non-Apple Devices)

Please visit our store locator External Link to find a location near you that can process warranty and repair transactions. Simply enter and search by postal code or use your current location and filter to “Warranty & Repair” locations to find an eligible store. You will be offered a loaner device while yours is out for repair should you require one, dependent on stock availability.

If your device issue is deemed to be out-of-warranty, you will be informed of a quote from the Authorized Service Centre for repair work. Should you reject the repair quote, a diagnostics fee will apply.

Option 3

Phone Protection Plan

If you purchased Brightstar Phone Protection for your device, you are protected against accidental damage from handling, including liquid damage, as well as out-of-warranty malfunction.

Please refer to the brochure you received during enrollment or visit Brightstar's website External Link for more information, including to initiative a service request. Alternatively, you can also call 1-855-975-7794 to initiate a service request.

OPTION 4

Apple Devices

Please download the Apple Support App from the Apple App Store or visit https://getsupport.apple.com/ External Link to:

  • Schedule an in-store appointment with an Apple Authorized Service Partner

  • Make a reservation at the Genius Bar in an Apple Store

  • Arrange shipment of your device to an Apple Repair Centre

  • Talk to Apple Support

Alternatively, if you purchased AppleCare+ or an AppleCare Protection Plan, please follow the instructions provided upon enrollment to process your claim. You can also visit https://www.apple.com/ca/support/products/ External Link for more information regarding these services.