What are your hours?
Weekdays : We perform local repairs (repairs where we come to you inside of our service area) from 8am-5pm on weekdays (meaning the repair has to be completed by 5pm).
Weekends: We perform repairs on Saturdays from 10am-4pm at our office in Dupont Circle. We do not perform repairs on Sundays.
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How do I schedule a repair / ask questions?
The only way to contact us and/or set up a repair is by clicking "Pricing / Start Your Repair" above. If you are in the DC, Maryland or Virginia area you will find your device on the Washington, DC page and if you are anywhere else you'll be using our Ship-In Program. You won’t need a “quote” from us, pricing is clearly stated on the Apple device pages for your repair area.
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How far in advance do I need to schedule a repair?
It really depends on the day. If you want to get it done same-day, you’ll need to contact us by 8am (even then we can’t guarantee that we can do it same-day). If you want to get it done in a few days, don’t wait until that day to contact us. A few days out from today is almost always open, so the sooner you contact us the better.
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How long do repairs take to complete and where can you meet me / what kind of workspace will you need?
iPhones and iPods take between 25-45 minutes to repair. We require a table/desk, we don’t require a power outlet. Starbucks is always a classic choice, but we can come to your office/home if that is easier for you.
iPads and Mac laptops take between 45 minutes and an hour and a half to repair. We need a table/desk, a clean/quiet environment (minimal foot traffic) and a power outlet.
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Will you need my passcode?
Yes. If you have sensitive data on your device you will definitely be able to supervise us as we test your device after you enter the passcode, but we will need to be able to test every single function of your device that may have been affected during a repair (touch sensitivity, Bluetooth, wifi, speakers, etc.) If you are getting this device repaired for a friend/child/spouse/boss you will need to find out the passcode before we come for your repair.
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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.
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Can I watch?
iPhones/iPods: Sure.
iPads/Mac laptops: We can definitely let you peek inside of the device once it’s opened up, but trust us, the less you hover over us during the repair the better it will look.
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What if I can't have you come to my office because of security and I don't have time to meet you?
We're in all of the heavily secured Federal buildings every day. We are both US citizens, we have ID's, and we have probably been in your building before. If it's not possible to get a visitor's pass for us we can figure out a pickup/dropoff repair. Contact us for details.
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What payments do you accept?
Cash is always appreciated (fees suck!) but 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 checks.
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Do you ship me a box?
No. Shipping you a box would cost us more money and would delay your repair. We deduct the cost of the box that you will purchase yourself from your local FedEx/USPS facility. All you have to do is print off your label and bring it with your device to your nearest shipping place. Believe us, everything is really easy and is detailed a lot more than in these FAQ’s.
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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.
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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 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.
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Is there insurance with the two shipments?
Every shipment is insured to the value of your device.
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Can I ship using my own FedEx/UPS/USPS account?
Yes. That’s an option in the Ship-In repair form.
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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.
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Do you perform repairs for people who are living in countries other than the United States?
This is a case-by-case basis depending on the country where you live, but for international customers, you would be responsible for shipping and customs costs. Fill out the Repair Form and we'll give you all of the details.
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Do you ship to military ( APO / FPO ) address?
Unfortunately, no. We used to provide repair support for military customers but USPS made it impossible to ship devices with lithium-ion batteries.
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Are your screens made by Apple?
Apple uses companies like Samsung and LG (to name a few) to produce their parts and then they use companies like Foxconn to put their products together. Our screens come directly from companies like LG and Samsung and are literally the EXACT same part that is your Apple product now. You will not lose any quality or clarity when you get your screen or glass replaced by us, since it's the same part!
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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.
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I have an AppleCare warranty on my Apple device, will this void my warranty?
No. When you crack your screen or glass, you void the warranty of your screen/glass. When we replace that part, the warranty for the rest of your Apple device is not affected. In fact, our work is so good that Apple would have no idea that we replaced your screen. We've had customers go back to Apple with problems down the road (completely unrelated to their screen) and Apple literally had no idea that the screen was replaced.
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So what sort of warranty do I get from CrackedMacScreen.com?
With every repair we have a 6-month manufacturer's warranty with our parts. So if your screen/glass fails, the backlight goes out, looks funky, etc. just contact us and we'll swap it out for free.
If you break your screen/glass within 6 months after your repair, we'll replace it for 50% off of your original repair price. This does not apply to the 2010+ Macbook Airs or the iPhone 5.
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Will I get a receipt?
With every repair you will get a receipt detailing your warranty information.
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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 what stinks sometimes about doing local repairs...we can't just grab a part from our bag and go to work because you may be in a rush. It's our guarantee that we will give your computer back to you in a state that is the same or better than it is right now.
This means that if for some odd reason we can't replace your screen, we'll give your computer back to you with your broken screen still in it and it will be as if we never tried to repair it. If something else becomes damaged during the repair, we will fix it. That might involve your computer being shipped to our National Repair Center in Washington, DC. We are equipped to perform every repair for our Ship-In customers there. If we can't fix it, we'll pay for Apple to step in and perform the repair or give you a discount, whichever you prefer.
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.
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Do you have payment plans?
Unfortunately we can't do payment plans.
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