Device manufacturers offer a minimum one-year limited warranty that covers defects, beginning on the original date of purchase. The original bill of sale may be required to prove warranty validity. Some devices may be subject to alternative warranty terms — this will be noted on your bill of sale.
Our retail locations are available to assist with warranty claims for your device. Customers with Apple devices may be required to contact Apple by phone or at a retail location for additional support.
If your device proves to be faulty within the first 15 days of purchase, return it to the original store where you purchased your device. Upon determining your device’s warranty eligibility, we will exchange it for a new device at no extra charge. The faulty device must be in like-new condition, and all accessories and packaging should be returned in order to receive a replacement device.
After 15 days and up until 365 days after (and including) the date of purchase, you can visit a Shaw Store that offers Mobile services in Alberta and British Columbia where our team can assist with processing a warranty claim.
Fees or deposits may apply depending on the problem and the options you choose.
The manufacturer’s limited warranty does not cover defects or damage caused by: improper storage; damage from liquids; unauthorized modification; misuse; neglect; abuse; accidents; alteration; improper installation; abnormal operating conditions; events outside of human control (such as natural disasters). Repairs covered under warranty are evaluated at the discretion of the manufacturer and approved repair facility. Shaw cannot determine final eligibility for defects that will be covered by the manufacturer’s warranty.
We have several options for device repair, where you can take advantage of the manufacturer’s one-year limited warranty or additional protections plans you may have purchased, including:
Mail In Repair: Self-Serve for Non-Apple Devices
Send your device directly to our Manufacturer Authorized Repair Centre, FutureTel, without visiting a retail location. A loaner device maybe available for use while your device is being repaired.
Support at Shaw Mobile Locations
Visit the Shaw Mobile location closest to you, where our team will help mail-in your device to our Manufacturer Authorized Repair Centre and offer you a loaner device while yours is out to repair.
Note: This option is only available for non-Apple devices
Authorized Repair Partners
Shaw Mobile has partnered with Authorized Repair Partners uBreakiFix and Cell Phone Repair. uBreakiFix can help assist with in-warranty repairs for your Samsung devices and out-of-warranty repair for other devices while Cell Phone Repair focuses on out-of-warranty repairs. You have the option to schedule your repair or walk-in at your convenience with both of our partners.
Phone Protection Plan
If you purchased the Phone Protection Plan, submit a claim directly with Brightstar. Check out their website for more information.
Download the Apple Support App from the Apple App Store to get assistant with an Apple Authorized Service Partner.
If you purchased AppleCare+ or an AppleCare Protection Plan, please follow the instructions provided upon enrollment to process your claim.
For everything you need to know about these device repair options, including how to take advantage of a specific option; see our device repair page.
If your device requires repairs that are covered under the manufacturer’s warranty, you can take advantage if you meet the manufacturer's requirements. For details on available options, and how to submit a claim, see our device repair page.
Provide proof of purchase
Please bring proof of purchase or an original bill of sale so that we can validate that your device is within the manufacturer’s warranty period. We recommend that you create a backup of all your important information prior to bringing your phone in for repair.
Backup information on your device
We recommend backing up all data on your device prior to starting the warranty process. Under some circumstances, it may be necessary for stored information on your device to be erased during the repair process. Shaw takes no responsibility for information on your device that is lost or erased during the warranty repair process.
Get a loaner phone or bring an alternative device
We won’t leave you without a device if yours needs to be sent away for repair. We will do our best to provide a loaner device that is similar to your own. Alternatively, your SIM card can be inserted into a spare device that you own and can be used while your main device is away for repair.
The Warranty Repair Process
Your device will be sent for repair at a manufacturer-approved facility. If your device is within the warranty period, no charges will apply as long as the defect is covered by the manufacturer’s warranty. Expect between 4 to 6 weeks for the repair to be complete.
Repairs covered under warranty are evaluated at the discretion of the manufacturer and approved repair facility. Shaw cannot determine final eligibility for defects that will be covered by the manufacturer’s warranty.
Pick-up your device
We will inform you when your device has returned from the repair facility and is ready for pick-up. If you were provided with a loaner device, please remember to bring it back with you (including any provided accessories) when picking up your device. If charges were assessed for the repair of your device and you agreed to the additional charges, you will need to pay for them when you pick-up your device.
All repairs include a warranty of 90 days from the date the repair is completed, or for the remainder of the 1-year warranty based on the original bill of sale, whichever lasts longer. During the repair period, you are still responsible for the regular wireless account charges and are liable for any damaged, lost, or stolen loaner devices.
Note: If your loaner device is lost, stolen, or damaged while in your possession, you will be charged the replacement cost of the device. Loaner devices that are not returned will be blacklisted and will no longer be able to connect to any cellular network.