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Due to the current context at Canada Post, there may be additional delays in receiving your phone return. Rest assured that your return request will be processed without any issues. We appreciate your understanding and patience. Any return request must be submitted online via your Fizz account under My phones > Manage my phone > Return my phone. The IMEI of the phone that is returned must match the IMEI associated with the return request you submit online. If you just bought your phone and are unhappy with it, you may return it under the 15-day return policy . You must submit your request online within 15 days of the date on which you received your phone. Once that delay has expired, the return policy will be expired. See the details of the 15-day return policy If you’re having an issue with your phone, you can make a warranty claim . Make sure the issue is covered by the warranty. Check warranty details before submitting your request. Conditions for a return The conditions detailed below apply to the 15-day return policy, as well as to any warranty claim. Returns for operating software issues or damage following misuse will not be accepted. When you fill out your online return request, you will be asked to certify and confirm each of these return conditions by checking a box: - The phone hasn’t been damaged by water in any way. See the common causes - The phone has no physical damage, and does not show any sign from being dropped. 15-day return Warranty claim The phone is like new. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you

If it’s a physical break If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty. You could consider having your phone repaired: Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you. A quick search on the Internet will also help you find other repair shops. Or else, you can always use your Fizz SIM card in another phone since your plan associated with it remains active. Perhaps you know someone that can help you out? Or, use this opportunity to upgrade your phone model. Fizz offers great options, both new and Preloved. How to buy a phone at Fizz Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an Internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone

Looking for an answer to your question(s)? The Forum search tool can be found in a few places: Top right navigation on the Fizz website: Search results will include information from the FAQs, Forum (Accepted solutions) and direct links to your Fizz account Forum search: Search results will include information from the Forum only and Accepted solutions Follow the steps below to get the best results: Use keywords related to your question i.e. Change my SIM card or APN settings When you’re typing in the search field, there will be automated suggestions that will appear - if you see a good suggestion in relation to your question, click on it, and we’ll direct you to either a Forum post or one of our topics in our FAQs. Note: Try to refrain from using long phrases and remember when using the search functionality to be as specific as possible - it’s key to a great search! Read more : How do I post a question on the Fizz Forum? How to enable and disable your Fizz Forum private messages? How do I earn points and badges on the Fizz Forum? How do I log into my Fizz Forum account? I forgot my password. How do I reset it? How does the Fizz Forum work? What’s my role in the Fizz Forum? How does the search functionality work?

Why is my request denied? There are several reasons why a return request or warranty claim can be denied. Your phone did not meet all of the conditions for a return. These conditions are detailed and explained in the online return request. The person submitting the return request checked a box to certify and confirm they had read and agreed to these conditions. Read the condition The required steps to prepare your phone for its return were not completed correctly. Technicians were not able to access your phone to inspect it. Read the steps In the case of a warranty claim, the issue for which you submitted a claim is not covered by the warranty Read the warranty details What happens when my request is denied? As outlined in the conditions you reviewed and agreed to before returning your phone, if your request is denied, you will be invoiced the administrative fee (an amount of $75 plus applicable taxes). This amount will be invoiced using the credit card you entered when submitting your online return request. Once the administrative fee has been processed, we’ll send you back your phone. You can see where your phone is at in your online account - My Phones > Follow my return. Keep an eye out on your emails for updates and important information. Fizz cannot keep your phone . If the two delivery attempts we make to deliver your phone fail, you will have to follow the carriers’ instructions to pick it up yourself at their offices. If you have questions about why your request was denied, you may contact our Customer Service team by chat. Click on the chat bubble in the lower right-hand corner of this FAQ during our business hours. What are my options now? For a 15-day return: If

Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. Does your phone overheat at a specific moment? Your phone is made of the same type of material as a computer. It’s normal its processor overheats when it’s being over-solicited. Some apps such as games solicit a lot of resources, and can cause your phone to overheat. Manufacturers programmed performance and temperature limits unique to each model to make sure they don’t get damaged when used. Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone: Settings → General → Reset → Erase all content and settings Check whether the issue is still there before configuring and personalizing your phone, or installing apps. Check whether there is a manufacturer recall Check whether there is a manufacturer recall If it’s a physical break If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty. You could consider having your phone repaired: Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you. A quick search on the Internet will also help you find other repair shops. Or else, you can always use your Fizz

The same way you would log into your Fizz account: Log into your Fizz account Click on Help in the top navigation Select Community Hub Read more : How do I post a question on the Fizz Forum? How to enable and disable your Fizz Forum private messages? How do I earn points and badges on the Fizz Forum? How do I log into my Fizz Forum account? I forgot my password. How do I reset it? How does the Fizz Forum work? What’s my role in the Fizz Forum? How does the search functionality work