Last Updated: November 22, 2024

Program Details

Sequoia Wireless warrants each provided iPhone against defects for one-year while actively subscribed to a plan, starting at activation. This program does not include normal wear and tear, nor damage caused by accident or abuse. This program applies to each customer only once. Your service must be currently active and have qualified usage within the previous 30 days. Subsequent instances of loss or theft will not be covered under this policy.

Process to Initiate a Repair or Replacement

To initiate a warranty claim, email our customer support department at support@sequoiawireless.com. In your email, describe the issue and include your Sequoia Wireless phone number. Once received, we will review your claim and email a pre-paid label to return the device. A customer may request a pre-paid box and return label to be sent, however a $5 shipping fee will be charged.

Once received, we will inspect the device for accidental or extensive cosmetic damage. If the device is determined to have been damaged, a $49 damage deductible will be required to replace the device. If declined, we will return the original device to the customer.

Once the device passes inspection, and/or the deductible has been paid, we will send a replacement device to the customer. We provide this instant replacement to maximize the customer experience by removing the wait time required to repair the device. The claim will be closed once we send the replacement, and no further action is needed.

Lost or Stolen Phones

Sequoia Wireless will provide a one-time replacement if a customer’s phone is lost or stolen. As part of this process, we require the IMEI to be blacklisted. Sequoia Wireless will submit the IMEI to be blacklisted on behalf of the customer. If the customer finds the device after the device was added to the blacklist, contact customer service to determine what options may be available and will be handled on a case-by-case basis.

The replacement is subject to a deductible of $49, which the customer must pay before receiving the replacement device. Sequoia Wireless will charge $5 for shipping, in addition to the deductible.

Broken Phones

Sequoia Wireless offers a one-time replacement for a phone damaged or broken due to accidental causes. To qualify for a replacement, the device must be assessed by Sequoia Wireless or an authorized technician to confirm that the damage is beyond reasonable repair. A deductible of $49 will be applied and must be paid by the customer before receiving the replacement device. Sequoia Wireless will charge $5 for shipping, in addition to the deductible. This covers a one-time replacement per customer, and further incidents of damage will not be covered. This covers only accidental damage and excludes any damages caused by intentional misuse.

Preparing to send your iPhone

For iPhone, make sure to turn off Find My iPhone before sending. Go to Settings > Privacy & Security > Location Services > Share my Location > Find my iPhone.

Sequoia Wireless and its vendors are not responsible for data loss during the process. We advise erasing all Contents and Settings on your device before sending it to us. Go to Settings > General > Reset > Erase All Content and Settings.