How do I claim a warranty?

For Certified and Previously Owned Twigby phones (60 days from the purchase date):

For New Twigby phones (1 year from the purchase date):

Standard warranty:

Twigby will evaluate the phone upon receipt. If the phone is found to be in warrantable condition, Twigby will send the phone to the specified vendor in order to facilitate the warranty. When the phone is returned or replaced by the vendor, which may take 3-5 weeks, Twigby will inspect and verify the problem is resolved. If resolved, Twigby will return the phone for use. Twigby cannot guarantee that the phone received back will be the exact phone that was sent in. Many times, the initial phone cannot be fixed, and a replacement is issued. For this reason, please make sure that all data such as contacts and pictures are backed up accordingly. If the phone is found to be NO TROUBLE FOUND (NTF), Twigby will return the phone and charge a $15 non-refundable NTF fee. If the phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the phone can be returned, upon request, for a $15 non-refundable shipping fee.

To begin a Standard Warranty claim, simply click the orange “Chat Now” button below to chat with a representative.

 

Fast Exchange Warranty:

The quickest and easiest way to manage a warranty claim is Twigby’s Fast Exchange Warranty. Simply pay a $30 Fast Exchange fee along with the cost of the replacement phone. Twigby will ship the replacement phone so the user will not be without a phone to use during the warranty process. The defective phone must be returned to Twigby using the return label provided within 10 days of return label email. If not received within 20 days, no refund will be processed for the defective phone. If the defective phone is found to be in warrantable condition, Twigby will refund the purchase price of the original phone to the credit or debit card on file. The $30 fee is waived during the first 30 days of the warranty period.

 If the defective phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the cost of the defective phone is not refunded. If there is NO TROUBLE FOUND (NTF) with the phone, Twigby will charge a $15 non-refundable NTF fee.

To begin a Fast Exchange Warranty claim, simply click the orange “Chat Now” button below to  chat with a representative.

Sim Cards:

Due to Twigby’s extremely low price of SIM cards, there are no warranties or exchanges. If a SIM card was purchased in conjunction with obtaining service, it must be returned before a 30-day satisfaction guarantee refund will be processed.

HOW TO SUBMIT A RETURN REQUEST:

To start the return process, simply click the orange “Chat Now” button below to chat with a representative or email us at support@twigby.com. A return authorization number will be provided. Before shipping the phone back, the authorization number must be written on the outside of the shipping box.

 

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