1608 20th St. NW #3 - Washington, DC 20009 - 8:30am-5:30pm M-F | 9:00am-2:00pm Sat | Closed Sun
202-719-6998

Frequently Asked Questions

1608Map

Where are we on a map?

We’re located at 1608 20th St. NW #3. It’s the block of 20th St. between Connecticut Ave NW and Q St. NW in front of the Dupont Circle Metro entrance (Q St. North entrance).

outside of office

What businesses are next to us?

We’re located on the 3rd floor above Tanning By Tan Line and Tabletop. We’re next to Mission, Darlington House, and Zorbas. The glass door with 1608 written above it is the door that you’ll need walk into.

What does our office look like?

We have a really nice waiting room (if we do say so ourselves) with limited seating. Most customers drop off their devices and come back to pick up later.

  • Didn't you used to do repairs where you came to customers?

    Yes! But now all repairs are now performed at 1608 20th St. NW #3 as we discontinued onsite repairs on October 1st, 2013

  • What are your hours?

    We’re open from 8:30am-5:30pm Monday-Friday and 9:00am-2:00pm on Saturday. We are closed on Sunday. Please note: we do not perform iPad or Mac repairs on Saturdays (just drop offs).

  • How do I get my device fixed if I want to bring it to your office? How long will it take?

    Please visit your specific product page by clicking the Pricing link in the top menu to learn more about our scheduling process. In general, scheduled iPhone repairs take 1 hour to complete, and iPad/Mac repairs take 3 hours. Retina Macbook Pro and Macbook Air repairs take 3-4 business days. If you’re flexible, feel free to “walk in” to our office at 1608 20th St. NW #3 any time from 8:30am-5:30pm M-F or 9:00am-2:00pm Saturdays and we’ll put you on the schedule. Please note: we do not perform iPad or Mac repairs on Saturdays.

  • Will you need my passcode?

    The two most important things for your repair are that the repair must begin on time and your device needs to be at least 10% charged with your passcode either disabled, written down for us, or your device completely wiped (before you arrive at our office). We’ll need your passcode to test every function of your device prior, during, and after your repair. This includes things like touch sensitivity, bluetooth/WIFI, cameras, speakers, microphones, etc. We will not be able to perform your repair without access to your device – no exceptions. If you choose to wipe your device we need it to be activated and through the “Welcome, Bienvenue” sequence of screens that show up immediately after wiping a device before you arrive at the office. 

  • Will you need my device to be charged?

    Besides knowing your passcode, having your device charged is one of the most important things that you’ll need to do to prepare for your repair. Did you know that an iPad takes around 30 minutes to turn on if it’s been sitting dead for a few weeks? This is time that we don’t have to sit and stare at a dead device while it charges.

  • I already bought a screen. Can I pay you to install it?

    We have a strict policy to never use customer provided parts for the following reasons:

    1. What if you ordered the wrong part?
    2. What if they sent you the wrong part?
    3. What if it’s the right part but doesn’t work when we install it?
    4. What if it’s the right part but stops working in a week?

    If we used your part we would not be able to warrant the repair. So when it stops working next week there isn’t anything that we can do. We have no idea where that part came from and we aren’t responsible for how it performs.

    We’ve spent 6+ years figuring out the best suppliers. Trust us, our parts are 100x better than what you can find on Amazon or eBay. If you are looking for the absolute best repair, we’re the company for you. If you are looking for the least expensive repair, we are not the company for you.

  • What payment methods do you accept?

    We accept all credit cards (AMEX, Visa, Mastercard, Discover) and can either swipe a physical card or type in a card number (we’ll need the expiration, 3 or 4 digit code, and billing zip code.) We also accept cash and checks.

    If your company is paying for the repair we can email them (or you) a payment link through Square before your repair if you fill out a contact form prior to coming into our office. Or we can send it after your repair. However, until the invoice is paid we will not release your device to you.

  • How do I get my Apple device to you if I'm not in DC?

    Once you contact us using the Ship In form on your device’s pricing page we’ll be able to let you know shipping options. iPad and iPhone repairs we recommend USPS while Mac laptop repairs we recommend FedEx. You’ll be able to select whichever shipping option works best for you on your Ship In form.

  • Wait a minute, how do I know that you won't steal my device?

    Look around on Google for anything to do with CrackedMacScreen. If we had ever stolen someone’s Mac, iPhone, iPad, or iPod, don’t you think that you would be able to find something? If we stole YOUR device, wouldn’t you blow us up on social media, write on every Mac blog you could find, call the police? We didn’t work our butts off for 5.5 years to build enough street cred to steal an Apple device with a broken screen. Believe us, we have enough in our office.

  • How do I get my Apple device to you?

    Once you contact us using the Ship In form on your device’s pricing page we’ll be able to let you know shipping options. iPad and iPhone repairs we recommend USPS while Mac laptop repairs we recommend FedEx. You’ll be able to select whichever shipping option works best for you on your Ship In form.

  • Do you ship me a box?

    USPS Flat Rate boxes (for iPad and iPhone repairs) are free and large FedEx Express boxes are free as well (for Mac laptop repairs). Sometimes you may have to pay $15 for a laptop box at the FedEx store but it depends on the location. We are unable to deduct this from the cost of the repair.

  • When do I pay/ How do I pay?

    You don’t pay for your repair until we’ve received your device and we’ve repaired it. As soon as we receive your device we’ll email you with a status update saying that we received it and once your repair is done we’ll email you with a payment link. You can pay with a credit or debit card. Alternatively, you can include a check with your device when you ship it to us.

  • How long will my repair take once you receive my device?

    The majority of devices that are shipped to us get shipped out same day. The new Airs and Retina Pros take 3-4 business days to complete and sometimes we’ll need to keep your device for an additional day if the device is delivered late or if we decide that the repair doesn’t look good enough to ship.

  • Is there insurance with the two shipments?

    Every shipment is insured to the value of your device.

  • Can I ship using my own FedEx/UPS/USPS account?

    Yes. That’s an option in the Ship-In repair form.

  • If I need it overnighted both ways, is it possible to pay more to get my computer shipped faster?

    Yes. Fill out the Ship-In Repair Form on the contact page and we can tell you different price points for your repair. If your need your device overnighted, we can overnight it.

  • Do you ship to military ( APO / FPO ) addresses?

    Yes!

  • Do you perform repairs for people who are living in countries other than the United States?

    Our ship-in service is limited to customers based in the United States and Puerto Rico.

  • Are your screens made by Apple?

    For every repair that we perform we use parts that are the exact same quality as what is on your iPhone, iPad, or Mac laptop. We’re the best in the business for a reason: we use the best parts available.

  • Will I lose any data when you perform my repair?

    When we replace the screen on your Mac laptop, iPad, iPhone or iPod we are like stealthy ninjas. We use some of the least invasive techniques in the industry to make sure that we don’t affect any of your data. That being said, if you don’t already, you should definitely be backing up your information. Even if nothing gets deleted during a repair it makes us feel SO much more at ease when we know that you are backed up.

  • I have an AppleCare warranty on my Apple device, will this void my warranty?

    If you have a warranty now and Apple won’t fix your device for free, what good is your warranty anyway? Technically yes, we are voiding your warranty. But if you don’t announce at the Genius Bar the next time you’re at the Apple Store “Hey, so last month I had my screen replaced at CrackedMacScreen and….” they will have no idea that we replaced your screen. Just to be safe, we advise all customers to reach out to us first if their device ever has any issues (even if they think it’s unrelated to the repair). That way, we can prep them for the litany of questions that the Geniuses will have.

  • So what sort of warranty do I get from CrackedMacScreen?

    With every repair we have a 6-month manufacturer’s warranty with our parts. So if your screen/glass has issues unrelated to accidental damage just contact us and we’ll swap it out for free. If your screen is cracked or damaged in any way we cannot replace it for free. Contact us for more details if this applies to you.

  • Will I get a receipt?

    With every repair you will get a receipt detailing your warranty information.

  • What happens if you can't repair my Apple device or something goes wrong during the repair?

    We aren’t perfect (but we’re getting there!), and sometimes during a repair a display cable may become tweaked or a backlight may go out. It’s our guarantee that we will give your device back to you in a state that is the same or better than it is right now.

    The reason we have 100% satisfaction with our customers isn’t because we are perfect. It’s because that the .0001% of the time that something doesn’t go as planned, we are honest about it and will do anything to make you happy.

  • Do you have payment plans?

    Unfortunately we can’t do payment plans.