FAQ

General Questions

What is The iPod Guy?

The iPod Guy is an Apple repair center, but we’re an independently owned company. We take mail-in repairs from all over the USA and most orders are placed on this very website. On any given day, we receive dozens of products for repair and most of those are done within 24 hours of receipt. We have been in business since 1999. Our goal is, and always has been, extremely fast turnaround on repairs and exemplary customer service at the lowest possible cost to our customers. You can find more about our company in the “About” tab at the top of your screen.

Where is The iPod Guy?

Our one and only repair center is in St Cloud, Minnesota. We’re in the middle of the country to serve our domestic clients with superb efficiency. We have a facility designed to handle the exceptional number of repair orders that we receive daily.

How much does it cost?

That depends on what parts you need for your product. We have most pricing listed on our website, which you are free to browse. If you can’t find the price on the website, you’ll need to send your product in for a free diagnosis and one of our techs will call you with the specific repair price based on their evaluation of your product.

What do you mean when you say “next day” or 24-hour? Does this include weekends and holidays?

When we say “next day”, “overnight”, etc. we are referring to business days. If you place an overnight order on a Friday, you will not receive your item until Monday. We do offer Saturday delivery in most cases for an additional fee. The iPod Guy shall not be responsible for damages or delays resulting from acts of God, and from other actions, both governmental and otherwise, including but not limited to war, riot, seizure, embargo, or inclement weather in St Cloud.

-If you have ordered a diagnostic service, you will be contacted by phone call, email, or both with a repair estimate by the next business day. Once you have been contacted and approve the required repair, your product will be added to a repair queue for completion. Repairs after diagnosis are performed in the order in which they were received and/or approved, so they may not be shipped within 24 hours. Please note that the quicker we receive a response from you, the sooner the repair will be completed, and if you provide a non-working phone number or email address, you will also likely experience a delay.

-If we are currently out-of-stock on a part that is required, you will be notified. We cannot complete the repair until we get stock of that part. This rarely happens.

Once you diagnose the problem with my product, am I obligated to pay for the repair?

No. If you decide that you don’t want to pay for the repair, we’ll send it back to you at no additional charge. If you don’t want it back, we can also recycle the product for you.

What if I decline the repair?

We can either return the product to you via UPS ground or recycle it–your choice.

How long do I have to decide if I want to get my product repaired?

Once we receive your product, we’ll call you to let you know the repair price. From that point, you have 90 days to make a decision. When 90 days have passed, we deem your product abandoned and we recycle it appropriately. Once that happens, the product is gone and we can’t get it back for you. We receive so many shipments per day that this is a necessity just to preserve space in our facility.

Will I receive my own packaging back if I decide to ship it in myself?

We will determine, at our discretion, whether your packaging is safe to ship back to you. We use our very own protective and insured boxes so that your shipment arrives as safely as possible. In other words, you might not get your original packaging back.

How long is the warranty on the items you repair?

We warranty all of our repairs for the life of the device.

Wait, I have more questions!

No problem. We can help you. Just send us an e-mail or call 320-241-9367 and we’ll be glad to help.

Ordering

How do I order?

You can place an order through our website, or a customer service representative at 320-241-9367. It only takes a couple of minutes!

Do I need to register to place an order?

No, you can checkout as a guest. Registering allows you to come back to our site to check the status of your repair. It also keeps you from having to type all your data in if you order from us again in the future.

What if I forgot my The iPod Guy password?

The iPod Guy offers a convenient “Forgot Your Password?” feature that allows you to retrieve a new password by simply entering your registered The iPod Guy email address.

You can also call our customer service representatives at 1-320-241-9367, please have your name, billing address, and phone number, and email address ready so we can quickly find your The iPod Guy password.

What are my payment options?

You can pay with your PayPal account. We also accept cash, check, or money order for web or phone orders.

How do I check my order status?

You can call 1-320-241-9367 and speak with one of our customer service representatives or log in using your The iPod Guy account (if you set one up).

How do I check my order history?

You can log in to your The iPod Guy account (if you set one up). Your order history is viewable from there. If you need help please call us.

What is The iPod Guy’s mailing address?
900 W. St. Germain
St Cloud, MN 56301

How do I cancel my order?

Call 1-320-241-9367 and speak with our customer service representatives. Please have your name, order number, and phone number ready.

Shipping

How is a product delivered?

Orders are delivered via USPS (United States Postal Service).

How long does it take to receive my order?

USPS first class mail – Please allow 2-5 working days from your order date for delivery.

*Rural addresses might take longer. We rely on the UPS system to fulfill the delivery times.

Where can I have my order shipped?

The iPod Guy ships to all 50 states.

Do I need to sign for my package?

Yes, you will need to sign for any laptop, desktop, or iPad box. You can choose to release the signature when you place an order for an iPhone, iPod, or PSP. (Note: UPS or The iPod Guy will not be responsible for any lost or stolen iPods, iPhones, or PSPs)

Will I receive my own packaging back if I decide to ship it in myself?

I don’t have a box!

If you choose the “Send me a box!” option, The iPod Guy will send you a box for a small fee ($75 for laptops and $29 for smaller products)..

Is there some kind of catch? Your prices seem too good to be true.

There’s no catch. There’s a lot of reasons that we get rock-bottom pricing from USPS. It’s simple: We ship dozens of product all over the USA each week. We also pay for a lot of the incoming shipments, which almost doubles our shipment total. A lot of our shipments are overnight. We’re located right in the middle of the United States, so shipments to East and West coasts really aren’t that far.

What about shipping insurance? When does The iPod Guy insure packages and what does it cover?

Any UPS shipment on our account is insured by us. If you select to use our account for your inbound shipment, it’s covered. Our shipments are always covered for the outbound shipment. As long as it’s on our account, our insurance applies. What we can’t control and can’t insure is getting the product in the hands of a qualified USPS employee. If you handed your box to a friend, left it in the USPS pickup at work, or any other situation where you don’t have a drop-off receipt, we can’t help you. To file any lost item claim, we’ll need proof that the product was given to USPS. Ultimately, the hand-off to USPS is the customer’s responsibility — we always recommend taking your product to a USPS facility or any other reputable shipping outlet where you can get a receipt to prove drop-off.

iPods

Can I get a new battery when you repair my iPod?

You bet! Plus, we’ll even give you a super-special discount on the battery replacement, since we’re already working on your iPod. Just ask your The iPod Guy Technician for this special when contacted about your iPod repair.

Which iPod Models do you repair?

We repair all models.

Do I need to back up my music files before sending my iPod to The iPod Guy?

If you are able to back up your music files, then you definitely should do so. The iPod Guy is not responsible for lost files.

Should I include items like earphones, chargers and cables with my iPod?

Generally no. However, if you are experiencing a charging problem or a problem that you think is related to another item, please include it.

How do you guys get those iPods opened up without damaging them?

The best way to answer this is easy: we’ve done it about a million times. Practice makes perfect, right?

Wait, I have more questions!

No problem. We can help you. Just send us an e-mail or call 320-241-9367 and we’ll be glad to help.

iPhones

Do you perform repairs on iPhones that are under warranty?

No. We are not performing warranty repairs at this time. The iPod Guy is an Apple Service Provider, but Apple has not allowed anyone (not even us!) to repair iPhones, iPads, and iPods that are in warranty. If you believe that you are in warranty, you’ll have to contact Apple for service. If Apple deems your iPad “OUT OF WARRANTY” for any reason, or you just don’t want to deal with Apple, call us and we can help.

Do I need to back up my music and data files before sending my iPhone to The iPod Guy?

If you are able to back up your files, then you definitely should do so. The iPod Guy is not responsible for lost data (including purchased media from iTunes) or files.

Do you sell iPhones?

Yes. Please check our site for used and refurbished iPhones, iPads, and iPods.

Do I need to send my SIM card with the iPhone?

No, we have “tester” SIM cards available.

Why do you need my passcode?

We need your passcode to fully test all features of your iPhone.

What is the digitizer?

The digitizer is the outer glass on your iPhone.

Wait, I have more iPhone questions!

No problem. Just email or call us at 320-241-9367 and we’ll be glad to help.

I have questions regarding the White iPhone 4 Conversion Service. Where can I see information on this?

Please view our White iPhone 4 FAQ for more information regarding the White iPhone 4 and the White iPhone 4 Conversion Service.

iPads

Can my broken iPad be repaired?

Yes. Since the iPad’s debut, The iPod Guy has been fully stocked with replacement parts and the know how to get your broken iPad on the road to recovery.

Do you perform repairs on iPads that are under warranty?

No. We are not performing warranty repairs at this time. The iPod Guy is an Apple Service Provider but Apple has not allowed anyone (not even us!) to repair iPhones, iPods, and iPads that are in warranty. If you believe that you are in warranty, you’ll have to contact Apple for service. If Apple deems your iPad “OUT OF WARRANTY” for any reason, or you just don’t want to deal with Apple, call us and we can help.

Do I need to back up my music and data files before sending my iPad to The iPod Guy?

If you are able to back up your files, then you definitely should do so. The iPod Guy is not responsible for lost data (including purchased media from iTunes) or files.

Do you sell iPads?

Yes. Please check our site for used and refurbished iPhones, iPads, and iPods.

Do I need to send my SIM card with the iPad (only applicable with the iPad + 3G)?

Yes. To ensure the accuracy of the repair or diagnostic, it would be best to ship the iPad with the SIM card installed.

Why do you need my passcode?

We need your passcode to fully test all features of your iPad.

What is the digitizer?

The digitizer is the outer glass on your iPad.

Wait, I have more iPad questions!

No problem. Just email or call us at 320-241-9367 and we’ll be glad to help.

Notebooks/Desktops

Do you repair laptops/notebooks other than Apple?

Yes, however we specialize in Apple product. Other repairs take slightly longer as we have to order the parts.

Do I need to back up my hard drive before shipping my Computer?

If you are able to back up your data, then you should definitely do so. The iPod Guy is not responsible for data integrity. If data handling and/or data recovery are needed as part of a repair, they will be charged at the regular rate of $85/hour.

Do I need to send in my peripherals, AC adapter, battery or original Mac OS CD-ROMs?

Generally no. If you are experiencing a problem that involves a peripheral, or a power problem that you suspect is related to your AC adapter and/or battery, then you should include them with the computer.

Can you upgrade my product for me while you’re fixing it?

Yes, upgrades such as hard drives and memory are always available! We’ll let you know what upgrades are available for your product. We do not upgrade operating system software as a matter of course, but this service can be performed at the regular hourly rate.

Returns/RMA’s

What if I need to return a product I purchased?

No problem! As long as the product falls under our warranty period, you just need to start by clicking the “Returns” link at the bottom of every page on our site.

What if I sent my product in for repair and it’s still not working, or it stopped working?

No problem! As long as the product falls under our warranty period, you just need to start by clicking the “Returns” link at the bottom of every page on our site.

Who pays for return shipping if I have to send my product back in?

If you had an item repaired by our techs, we pay for the return shipping to get your item back in here for inspection. We provide free overnight return shipping labels for small items (iPods, iPhones, and PSPs) and free ground labels for larger items (laptops). If you purchased a product (not a repair service) then you will be responsible for shipping it back to us. We do not charge a restocking fee, but you need to ship it to us on your own. Either way, you just need to start by clicking the “Returns” link at the bottom of every page on our site.

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