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1. What is Mobile Protection?

Mobile Protection protects for new and used mobile phones from accidental physical damage and liquid damage for 12 months.

2. How much is the price of the Mobile Protection Service for my mobile phone?

The price of the Mobile Protection Service varies depending on the price of the mobile phone purchased on the Shopee platform. You may view the price at the checkout page when an eligible mobile phone is being purchased.

3. What does this protection cover?

This Service allows you to request up to two (2) times service requests for the repair cost due to accidental and liquid damage within the Service Period, up to the maximum sum covered (equivalent to the purchase price).

4. What does this protection not cover?

Please refer to “General Exclusions” in the Terms & Conditions by clicking ‘Learn More’ for more information.

5. Is there a time limit for filing a service request?

Yes, service requests need to be submitted no later than seven (7) working days from the date of the incident causing accidental damage to the mobile phone.

6. How do I include Mobile Protection in my purchase?

Mobile Protection will be pre-selected when you purchase a mobile phone that is eligible for protection. To opt out of this service, simply uncheck the Mobile Protection checkbox at the checkout page.

7. How can I deselect Mobile Protection at checkout? 

At the checkout page, users can untick the Mobile Protection box to remove it from the cart.

8. How do I submit a service request for Mobile Protection?

Step 1: Go to the Service Program Details page, select ‘Service Request’ to start a service request. 

Step 2: Report and submit your request immediately after the incident occurs. 

Step 3: Input the required details and provide a photo of the damaged mobile phone with the IMEI number. 

Step 4: Select preferred repair location - province and city.

Step 5: Make sure to complete the initial submission with all required basic details. 

Step 6: Review information and submit service request. 

Step 7: Igloo repair shop(s) or service centre(s) nearest to the preferred location will be suggested. 

Step 8: Send the damaged mobile phone to one of the listed repair shop(s) or service centre(s) for repair.

Step 9: For Igloo repair shops - Please note that you will not be required to pay for repairs within the maximum amount covered under the Mobile Protection Service. You will only need to pay dthe eductible and excess amounts (if applicable).

Step 10: For service centres or other repair shops - Please note that when sending the damaged mobile phone to the service centre, you will be required to pay for repair costs first and claim reimbursement for it. After completion of the repair, please submit repair information on the same site and provide repair details (i.e., photos of the repaired mobile phone with the IMEI number and repair receipt and input the repair amount) and bank account details to get reimbursed within seven (7) to ten (10) days.

Note:

All service requests will be reviewed and assessed by the Service Provider. If additional documents are required, you will be notified. Please upload them within the stated period to avoid any delays. 

Service Request Handling Service Levels