Damaged Device Fee FAQs

General Information

  1. What is the Damaged Device Fee?

    The Damaged Device Fee is applied when a device is returned as defective for a Certified Like-New Replacement device, but is found to have been misused, has liquid damage, hardware or software alterations or unreasonable wear and tear.

    Use our Identifying Device Damage How to Use Guide to see if your device has any of these types of damage.

  2. What happens if the Damaged Device Fee is charged?

    You'll be notified by email if a Damaged Device Fee is assessed. The email should contain pictures of the returned device, including:

    • Written details, with arrows pointing to specific damage areas
    • The unique Device ID label
    • Shipping box to demonstrate that the damage did not occur during transportation

    Notes:

    • Devices can't be returned once they're received at our warehouse.

    • It's essential to have an accurate, updated email address on both your account and the replacement device order so that we can contact you about your device.
  3. How much is the Damaged Device Fee?

    The exact fee depends on the level and type of damage, but it can equal the retail price of the device. The minimum fee depends on the type of device:

    • $99 for basic phones and other connected devices
    • $299 for smartphones and tablets
    • $329 for iPhone 6® and newer

    For more information, check out our Identifying Device Damage How to Use Guide to learn more about the types of damage that may result in a Damaged Device Fee.

  4. What should I check before I return a device to avoid receiving a Damaged Device Fee?

    The types of damage that could result in a Damaged Device Fee include:

    • Charging port damage
    • Damage to the device display
    • Liquid damage
    • Physical damage
    • Unauthorized modifications or alterations to hardware or software

    Check if your device has any of these types of damage with our Identifying Device Damage How to Use Guide.

  5. What are my options for a damaged device?

    If your device is damaged, you can:

    For more information, check out our Identifying Device Damage How to Use Guide to learn more about the types of damage that may result in a Damaged Device Fee.

  6. Can I return my damaged device, pay the damaged device fee and get my device fixed?

    No, if you turn in your device as defective for a Certified Like-New Replacement device, we can't send the device back to you or fix it. Refer to your options if your device is damaged.

  7. Do I still have to pay the Damaged Device Fee if I have insurance or equipment protection?

    Yes, if you return your device for a Certified Like-New Replacement device and it's damaged, you'll still be assessed the fee.

    If you do have qualifying equipment protection, you should try filing a claim for your device first. Check the Products & Apps section on the My Plan page in My Verizon or the My Verizon app to see if you have insurance. Refer to our Equipment Protection FAQs to learn about filing a claim.

    Or, if you don't have insurance, check out your other options for replacing a damaged device.

  8. Can the Damaged Device Fee be canceled or reversed?

    No, the Damaged Device Fee can't be reversed.

  9. How will I be charged for the Damaged Device Fee and when do I pay it?

    The fee will appear on your bill within 1-2 bill cycles after the fee is assessed. You'll be required to pay the fee as part of your bill charges for that month.

  10. iPhone is a registered trademark of Apple Inc

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