Frequently Asked Questions - Buyer

If you have an existing item under coverage, we encourage you to login to your "My Warranties" account to view the Terms and Conditions of your coverage. You can login to your "My Warranties" account here.

If you have not yet purchased coverage with us, you can review both the full Terms and Conditions of our coverage, as well as a Summary of our Service Agreement by accessing the "Learn More" tab, then clicking on "Coverage Details".

Most items have the option to purchase an additional year of coverage.

Also, Accidental Damage from Handling protection (ADH) is available on certain items. ADH covers you from spilt liquids, dropped items, or any other accidental damage from normal handling. It does not cover pre-existing conditions, willful damage, negligent use, theft or loss.

Both ADH and additional years of coverage are only offered at time of initial warranty purchase, and cannot be added after the Care Plan has been purchased.

ADH is only available on certain items for the first 30 days after purchase. Actual coverage begins on the 31st day after the date of the item's purchase and does not cover pre-existing conditions.

There is a $50 deductible when claiming accidental damage; issues determined to be normal-use mechanical or electrical failures are not subject to any deductibles, and are covered under the standard Care Plan terms.

Care Plans are available for new electronics and large appliances costing less than $4000, regardless of whether they are purchased through eBay, Amazon, Best Buy, or a local retailer. We also cover used and refurbished items purchased on eBay for less than $2000, including goods such as unlocked cell phones.

We do NOT cover commercial-use items, items older than 5 years, items purchased in private transaction including Craiglist.com transactions, items sold in non-working or partially working order.

Due to current state regulatory issues SquareTrade Care Plans are not currently available to residents of Maine and Wisconsin.

The SquareTrade Care Plan covers all normal-use mechanical and electrical failures your new or used item experiences for the duration of its term, until its coverage amount (your item purchase price) is used up.

A few common examples include:

• hard drive failures
• disk drive failures
• sticking keypads
• screen failures
• broken charger inputs
• iPod battery failures
• camera shutter failures

If the administrator determines that your item can be repaired, the Care Plan will cover all parts and labor cost, up to the full price you paid for the item. Electronics under $300 generally are not repairable for less the item price and for these items we will pay you the cost of your item so that you can go out and buy a replacement.

The basic Care Plan does NOT cover the following:

• DOA items or items breaking in the first 60 days
• Accidental damage (unless you’ve purchased ADH)
• Damage from misuse, loss, or theft
• Accessories, attachments, and additional parts
• Consumable items (bulbs, fuses, replaceable batteries)
• Pre-existing conditions
• Commercial-use items

Item Issues: eBay

Item Issues: Retail

Payment Issues: PayPal

Payment Issues: Credit Card

The SquareTrade Care Plan is available to residents of Canada who purchase on eBay U.S., Purchasers should have access to a UPS store to ensure a quality experience at time of claim. Unfortunately we do not sell in the Canadian territories.

Currently, no other International customers are eligible for a SquareTrade Care Plan when purchasing directly through our website.

To keep things simple, Care Plan prices are based on a percentage of the item's purchase price.

Generally speaking, SquareTrade Care Plans cost 40-70% less than most retailers because we sell directly to you and cut out the retailer’s mark up.

The best reason to try us is what our past customers have said: here and here. While we aren’t perfect, we do our best to deliver the best warranty service, anywhere.

Some more about us: we have been a leading name in online trust & safety since 1999. We have administered our own Care Plans since October 2006. We believe we can make the extended warranty business more customer-friendly and cheaper by cutting out the middle-men and focusing on delivering the best service.

Our Care Plans are insured by AM Trust, an A-rated insurer.

On eBay, you can buy a SquareTrade Care Plan within the first 30 days following the end of the auction, whether or not you’ve received the item. The one thing I’m afraid we can’t do is extend the 30 day deadline... that’s a firm part of our contract with our insurer.

Warranties on Retail items can be purchased within 90 days of item purchase. However, if your item is eligible for, and you'd like our Accidental Damage from Handling (ADH) coverage your purchase window is reduced to within 30 days of the item purchase date.

You can get a full refund on your policy at any time within the first 60 days. You can also cancel your policy after 60 days but the refund will be pro-rated.

Our friendly refund policy means you don’t have to worry about taking a risk by purchasing a Care Plan early. If your item doesn’t arrive, or doesn’t arrive in working condition, or you decide for any reason that you don’t want the warranty, just let us know and we’ll gladly refund you your money for the warranty. After all, we’re here to help reduce your risk.

We do not sell electronics – we have no control over your seller’s shipping policies. If you have questions about your item shipment or any other question about the item or transaction, please contact your seller.

Login to your "My Warranties" account to start the process. We may ask that you call us so that we can try to troubleshoot the issue over the phone. If we can not resolve it, we will determine the best service for your issue and item.

Depending on the type and size of your item, either;

1. You will ship it in to our Service Depot (we will give you either a shipping label or send you a box depending on the item type)
2. We will locate a local repair shop for you to take your item to.
3. If the item isn’t easily moved, don’t worry we will provide in-home service

Once we receive your item at our depot, we will either repair and ship it back or reimburse you the replacement value of the item (usually the original item price) in 5 days or less. For local repairs, we will assign a repair service in 5 days or less. If we ever miss this guarantee: we pay your warranty cost back!

Please note: no attempt to repair is made on items below a certain price-point, typically around $400. In these cases, the full replacement value of the item is automatically reimbursed to you once the item has been sent in to us and evaluated – we use PayPal to pay you so you get it right away!

If you file a claim, your item will be repaired or you will be reimbursed within five business days of our receiving your item. If we miss this deadline, we'll refund your Care Plan purchase price. Guaranteed.

For big items with in-home service SquareTrade’s 5 Day Guarantee works this way: we will have a qualified Service Technician assigned to your issue within 5 business days of being notified of a valid issue. If we miss this deadline, we'll refund your Care Plan purchase price. Guaranteed.

Never logged in before:

You can login to your "My Warranties" account here.

- Click the "Create a Login" button located on the right side of the screen.
- On the next page enter in the email address used to buy your warranty. If you bought a SquareTrade warranty from a
retail partner, use the email address you have with them.
- Next, click the "Submit" button.

We'll email you a new password & login link right away.

Can’t login, could before:

Is your login correct? Your login is the email address you submitted when purchasing your SquareTrade Care Plan.

Request a new password using the "Forgot Password?" link.

On the next page enter in the email address used to buy your warranty. If you bought a SquareTrade warranty from a
retail partner, use the email address you have with them.

We'll email you a new password & login link right away.

Still unable to login? Please feel free to contact us at 1.877.WARRANTY for assistance.

Never received requested password:

If you are using an email filter service/program like "SpamAssasin" or "BoxTrapper" this may be the reason you did not receive your requested password by email.

Please feel free to contact us at 1.877.WARRANTY for assistance securing your password to your "My Warranties" account.

Make sure you are using the correct email address to look it up, as we list your Care Plans under the email you entered when you purchased it.

If you're still unable to locate it, please contact us. You can send us an email or call us at 1.877.WARRANTY.

We've centralized all your Care Plans in one place and given you the control to manage them 24/7.

Login to your SquareTrade account, go to the "My Warranties" tab and select "Manage My Warranties". A number of linked options will appear below.

From here, you can use the menus to look at the status of a particular Care Plan or see them all at once.

Once you have selected a specific, active Care Plan use the options under the heading “Quick Links” to transfer your Care Plan, cancel it, or file a claim.

Your Care Plan does not cover pre-existing conditions or items received in damaged condition. Any issues that occur in the first 60 days are assumed to be pre-existing conditions. If you have any such problems, you should contact your seller immediately. Additionally, both eBay and Paypal offer buyer protection on items received from your seller that are not as originally described in terms of condition, features or otherwise.

If your item has a manufacturer's warranty, and it breaks prior to commencement of your Care Plan's coverage, you will be guided by our Product Specialists on the procedure for contacting your manufacturer to resolve the problem. By taking advantage of your manufacturer's warranty, you can actually get your item repaired or replaced twice - once by them and once by us!

Otherwise, you can cancel your Care Plan within the first 60 days (or 30 days from the purchase of the Care Plan, whichever is longer) for a full refund of your Care Plan's purchase price. After that time, you will receive a pro-rated refund for the length of the remaining contract, minus a processing fee and any service claims you have made

Please Note: SquareTrade does not sell merchandise of any kind and is not affiliated with your seller. You will have to deal directly with your seller in order to settle any issues relating to payments or issues directly related to the item itself.

• If your item is new and has a US manufacturer's warranty of at least 90 days ("MSP"), your coverage begins the day you purchased the item and lasts for the number of years of coverage you specify at purchase time.
• If your item is refurbished and has a warranty of at least 90 days ("MSP"), your coverage begins upon expiration of the warranty and lasts for the number of years of coverage you specify at purchase time.
• If your item is used, or doesn't have a US manufacturer's warranty of at least 90 days ("Other"), your coverage begins on the 61st day after item purchase and lasts for the number of years of coverage you specify at purchase time.

Unfortunately, some manufacturers will void their product warranties for items purchased on auction sites like eBay or other online stores claiming that they are “grey market” – or sold by an unauthorized dealer.

Fortunately, SquareTrade honors every valid claim, and only voids a warranty if the item was never eligible for a Care Plan or in cases of outright fraud. If the manufacturer voids their warranty, we'll do everything possible to resolve your situation quickly and professionally.

Please note: in cases where the manufacturer's warranty has been voided, we will consider the item as a “used” product, and the item is governed by the terms of coverage for used items.

Our Care Plans are insured by AM Trust, an A-rated insurer.