Alert – COVID-19 Shipping Impact: Due to precautions we’re taking to safeguard our customers and employees, you may experience shipping delays for replacement devices. For approved claims, we’ll provide you with tracking information via email once your replacement device has shipped. Thank you for your patience and understanding.
To ensure your request is processed as quickly as
possible, please do the following before starting your online
Have your device information available (manufacturer,
model, and IMEI1 number). Your device's IMEI1 number is 15 digits
long. This number is typically located on the back of your
device or may be found on the original packaging for your device,
your purchase receipt, or you may contact OnePlus
at 1-646-851-2228 to obtain
the IMEI1 number.
Once your claim is approved, a non-refundable service
fee may apply. Please be prepared to provide an acceptable form of
payment. We accept credit cards. To view your service fee amount,
please click on My Service Fee.
Please note: If the approved claim involves a
damaged or malfunctioning phone, you will be provided with detailed
information on how to return the phone. If the phone is not
returned, you will be charged an unrecovered equipment fee up to
Filing your claim
What information do I need
to start a claim?
Please remember that only the
authorized person on the account can file a claim. To help you get
through the claims process quickly, we recommend that you have
following items handy before you begin:
Your device's IMEI1 number
How do I locate my IMEI1 number?
Make and Model of the device
Email Address (to provide you with updates on the status of your
claim or replacement device
A form of payment for your service fee, in the event that one is
required once your claim has been approved.
Tracking your claim
How can I check the status
of my claim?
The fastest and easiest way to check
the status of your claim anytime is by visiting the Homepage on
this site and following these three easy steps:
From the Homepage, start at File or Track My
Claim. Enter your IMEI1 number and click "Submit. Once your
number has been verified, click on "Track My Claim".
Enter your postal code and the words you see (including the
space) in the spaces provided and click "Continue".
Tabs will appear at the top of your screen providing you with
additional information as you move through the claims process.
Simply click on each tab for details.