FAQ

2-Year Samsung Care+ Plan complements and is supplementary to the manufacturer’s warranty but does not replace the manufacturer’s warranty or warranty obligations during the manufacturer’s warranty period. Your Galaxy Smartphone, Laptop, Tablet, Hearable or Wearable device is protected by the manufacturer's warranty in the first year after purchase and the 2-Year Samsung Care+ Plan extends the mechanical malfunction or defect coverage for an additional year. If Device failure is due to physical or liquid damage, this Plan provides a maximum of two (2) service requests every 12 months immediately following the Device Purchase Date to a maximum of four (4) service requests throughout the lifetime of the Plan. There are no limits for service requests due to mechanical malfunction or defects, provided they are not protected by the manufacturer’s warranty. Please refer to the terms and conditions of the 2-Year Samsung Care+ for more details.

1-Year Samsung Care+ Plan is supplementary to the manufacturer’s warranty and does not replace the manufacturer’s warranty or warranty obligations. Your Galaxy Smartphone, Laptop, Tablet, Hearable or Wearable device is protected by the manufacturer's warranty in the first year after purchase. If Device failure is due to physical or liquid damage, this Plan provides a maximum of two (2) service requests throughout the lifetime of the Plan. Please refer to the terms and conditions of the 1-Year Samsung Care+ for more details.

2-Year Samsung Care+ protection begins on the date you purchase the plan and ends the earlier of: (a) 24 months from the Device Purchase Date; and (b) the date this Plan is cancelled in accordance with the section in Terms and Conditions of the 2-Year Samsung Care+ entitled “Can this Plan be Cancelled?”*. Repair services will not be provided for any damage or malfunction occurring more than 24 months from the device purchase date.

1-Year Samsung Care+ protection begins on the date you purchase the plan and ends the earlier of: (a) 12 months from the Device Purchase Date; and (b) the date this Plan is cancelled in accordance with the section in Terms and Conditions of the 1-Year Samsung Care+ entitled “Can this Plan be Cancelled?”*. Repair services will not be provided for any damage or malfunction occurring more than 12 months from the device purchase date.

The Samsung Care+ Plan purchase price varies by device type. The Plan purchase price, plus applicable taxes, is payable when You purchase the Plan. Refer to the applicable table above for the Plan purchase price for Your Device. 

The Samsung Care+ purchase price for Galaxy Smartphones, Tablets and Laptops is determined by the device tier based on the make and model of your device. If you have not yet purchased Samsung Care+ and would like to confirm your device’s tier, please visit https://support-ca.samsung.com/secaew/consumer/ca, click your device type in the ‘Select Product Plan’ section, and follow the instructions. If you have already purchased Samsung Care+ and would like to confirm your device’s tier you may refer to the Confirmation Letter you received at time of enrollment or call 1-877-699-1356, 24 hours / 7 days per week (including holidays). All service fees are based on your device’s tier at the time you purchased the plan.

Enrolling is simple! You may enroll online or at the Samsung Experience Store when you purchase your applicable Galaxy Smartphone, Laptop, Tablet, Hearable or Wearable device. You can also purchase the Samsung Care+ Plan (“Plan”) within 60 days of your device purchase date. If you do not purchase the Plan at the same time as you purchase your Galaxy device but purchase the Plan within the 60 days following your purchase date, a 25-day waiting period will apply before you can request services under the Plan. If you purchase the Plan from Samsung.com/ca, your device must have been registered and activated with a Canadian wireless service provider within the sixty (60) days of the device purchase date. Your protection begins on the date you purchase Samsung Care+, and ends up to 24 months from the device purchase date, unless the Plan is cancelled earlier in accordance with the Samsung Care+ Terms and Conditions.

You can initiate a Service Request right here on this site.

A service fee applies for all service requests. Payment can be made by Credit Card, Visa Debit or Mastercard Debit. Make sure you have your payment details handy at the start of the process!

Search for your coverage by entering the IMEI or Serial number of your device and your postal code. Then, click Find.

Contracts matching your search will be displayed. Select the contract associated with the the device you are requesting service on and fill out the request form.

If your service request is approved, you will be given an incident number that can be used to track each step of the process. You will also receive updates by email as your service request moves through each stage of the process.

IMPORTANT: The IMEI or serial number of the device you are requesting service for must match the IMEI or serial number of your covered device.

There are two service options: Same day repair & Mail-in repair

Same day repair is available for certain repairs at select Samsung Experience Stores and over 150 Samsung Authorized Service Centres in Canada. Most repairs are completed on the same day, depending on parts availability.

If same day repair is unavailable or if you prefer the mail-in option, you may ship your device to our Samsung Authorized Service Centre for repair. We will mail you a package with a prepaid shipping label and detailed instructions for preparing your device and shipping it to us.  Upon receiving your device, we will complete service and ship your device to you within 2 business days. Including two-way shipping, this process may take up to 5-7 business days to get you back up & running.

All repairs are conducted by Samsung Certified Technicians using Samsung Genuine parts.

If your device cannot be repaired, it will be replaced with a refurbished device similar to your covered device. It will be restored to like-new condition and go through extensive quality testing and inspections.

Note: model and colour subject to availability.

As outlined in the Terms and Conditions of your Samsung Care+ plan, a service fee applies to all service requests.

The location of the IMEI number or serial number is dependent on the model of your device. The IMEI number can be located on most devices by dialing *#06# or by looking in the Settings. The IMEI or serial number may also be found on the back of the device or on your SIM card tray. If you require additional assistance with locating the IMEI or serial number of your device, please view this article. You may also text WE CARE (932-273) and get quick support from a technical expert via text or access 24/7 technical support via LIVE CHAT.

For walk-in repair, most repairs are completed within two business hours, depending on parts availability.

For mail-in repair, upon receiving your device, we will complete service and ship your device to you within 1-2 business days. Including two-way shipping, this process may take up to 5-7 days to get you back up & running.

If you select the mail-in repair option, you will receive detailed instructions on how to prepare your device for shipment.

Just follow these steps:

• Back up the content from your device.
• Remove confidential, proprietary or personal information. Please be aware that you are responsible for the protection of your data.
• Remove screen lock applications (PIN, touch ID or passwords).
• Deactivate activation locks.
• Remove SIM and Memory Cards.

Please send us only your defective device and battery – KEEP ALL OF YOUR ACCESSORIES.

To package your device please follow these steps:

Ensure that you have prepared your device.

Assemble the prepaid shipping materials we sent you.

Package will contain:

• Shipping Box
• FedEx Shipping Envelope
• Pre-Paid Shipping Label

Insert your defective device into the shipping box that your replacement device was delivered in.

Put the box in the FedEx shipping envelope.

Affix the pre-paid shipping label to the package.

Take note of your FedEx tracking number so that you can track the shipment.