Hi, how can we help?

Before enrolling in the ShopeeCare with AppleCare Services Programme (the “Programme”) please ensure that you have carefully read the Programme Terms of Service and MSIG’s Accidental Damage Liquid Damage Insurance Policy.  By enrolling in the Programme, you acknowledge that you have read and agreed to these Programme Terms of Service, the terms of the Insurance Policy and all applicable Programme documents.

Frequently Asked Questions:

1. What is ShopeeCare with AppleCare Services? 

ShopeeCare with AppleCare Services is a program that offer unique benefits such as: 

• No-questions asked switch. 

• An accidental and liquid damage (“ADLD”) insurance product pursuant to which eligible repair and replacement services are facilitated under the ShopeeCare with AppleCare Services Programme; and 

• Hardware services provided by Apple, including hardware defect and battery service coverage (if your iPhone holds less than 80 per cent of the original capacity), subject to Apple's applicable terms and conditions.

2. Who is eligible for ShopeeCare with AppleCare Services? 

This service is open to all customers purchasing a new iPhone from Apple Flagship Store or authorised reseller’s store at Shopee platform.

3. Where and how can I enrol for ShopeeCare with AppleCare Services?

You can enrol for ShopeeCare at the point of purchasing your iPhone at the payment page.

To enroll on the Program, you need to: 

• Purchase a new iPhone from Apple Flagship Store authorised reseller’s store on the Shopee platform.

4. What are the benefits of the ShopeeCare with AppleCare Services service plan? 

The benefits of the Program include: 

Device Switch: You are entitled to two (2) x Switch per annum. You can switch your iPhone for a Like-for-Identical or Like-for-Like for any reason anytime subject to a service fee and subject to availability. Simply request for a switch and we shall deliver the switch device to you in exchange for the existing enrolled iPhone.  A Switch device may have a different IMEI, no accessories and may not be in original Apple packaging. 

AppleCare Services: You are entitled to unlimited repairs or replacements for hardware defects in materials and workmanship under AppleCare Services, subject to Apple’s applicable terms and conditions. AppleCare Service including: 

• Battery Replacement: full battery replacement at any Apple Authorized Repair Center as part of the AppleCare Services should the battery capacity fall below 80%; and

• Service and Support: Carry-in repair service at Apple Stores and Apple Authorized Service Providers. Same-day repair service in most major metropolitan areas worldwide. Apple-certified repair or replacement with genuine Apple parts. Direct access to Apple experts via chat through getsupport.apple.com or phone at 800-186-1087 in Singapore and +65 6972-5171 outside Singaporeand 24/7 priority access to Apple Support through getsupport.apple.com.

Repair and Replacement: You may be entitled to unlimited repairs or replacements for accidental and liquid damage subject to a service fee and terms and conditions of the ADLD insurance policy. If the damage is irreparable, you may be eligible for a like-for-like replacement or may be eligible to proceed with Device Switch.  Additionally, you are entitled to:

• Screen Replacement: You are entitled to unlimited repairs for damaged screen or back glass subject to a service fee. 

Door-to-Door Pickup and delivery: You are entitled to request for a door-to-door pick-up and delivery within Singapore for repair and switch at no additional cost to you (unless you are absent or cannot verify your identity).

Please refer to the relevant Terms & Conditions for more information on the Programme benefits and conditions of eligibility. 

5. Are there any eligibility conditions attached to qualify for the Programme benefits?

Yes. Your iPhone must be new, purchased from an eligible Shopee seller in Singapore, be for personal use, and have a valid IMEI. It must not be modified, jailbroken, rooted or repaired by a non-Apple authorised service provider.

6. How does the ADLD insurance work?

If your iPhone is accidentally or liquid damaged, subject to the terms of the insurance Policy, and approval of the ADLD insurance claim, Apple can help arrange an eligible repair or replacement. For approved claims, the insurer of the ADLD insurance (MSIG) shall pay Apple directly so your service can be completed smoothly.  MSIG has full discretion in the determination of ADLD insurance claims under the policy.  

7. What happens if I return the wrong iPhone or a modified iPhone after a Device Switch?

You must return the enrolled iPhone with the matching IMEI. If you return the wrong device, you may be charged an additional fee of up to 80% of the device’s RRP. If the device has been modified, jailbroken or rooted, your Switch request may be cancelled and you may be charged an additional fee of up to 80% of the device’s RRP.

8. What is the difference between Like-for-Identical and Like-for-Like options?

Like-for-Identical

- Switches your existing iPhone with an identical model, i.e. same brand, model and colour (subject to availability).

Like-for-Like

- Switches your existing iPhone identical brand, model and memory capacity, but of different colour (subject to availability).

9. Can I opt to upgrade to a newer generation or to higher specifications?

No, like-for-Identical or Like for Like option only allows you to select iPhone within the same generation and price range.

10. What are the service fees for ShopeeCare with AppleCare Services? 

There are 3 types of fees. 

Programme Fee – This is the Program service plan fee paid upfront at point of purchase. 

Switch Service Fee – Service fee payable when requesting for a Switch service. The payment is payable to bolttech, the authorised service provider of the Programme. 

Repair Service Fee - Repair Service Fee is payable upon requesting a repair service. For walk-in repair cases, the fee is payable directly to the Apple Authorized Service Provider. For Door-to-Door repair services, the fee is payable to bolttech, the authorised service provider of the Programme. 

11. How much is the Service Fee and how do I make a payment when I request for the service?

• Switch Fee: 20% of the device Recommended Retail Price (RRP) at the original purchase date. 

• Screen replacement: SGD$42.00 per screen for either front or back, or SGD$84.00 for both screens

• Other repairs beyond screen replacement: SGD$148.00

12. What is the contract term for ShopeeCare with AppleCare Services?

The contract is an upfront payment for either 12 months or 24 months duration.

13. Can I transfer my ShopeeCare with AppleCare Services plan to someone else?

A: No. Your ShopeeCare with AppleCare Services plan is linked to you and your enrolled iPhone. You must keep ownership, possession and control of the device throughout the Programme period. Transferring the device or plan will end your enrolment in the Programme and your eligibility for the Services.  Any pending or further service requests made may be rejected, and fees already paid will not be refunded.

14. How do I make a service request?

You may file a request through to Bolttech at: shopeecare.bolttech.sg; or Apple by calling Apple at: 800-186-1087 (within Singapore) or (65) 6972-5171 (outside Singapore), or by accessing support.apple.com/en-sg. 

15. What is the service request limit?

You are entitled to up to two (2) Switch requests per rolling 12-month period from date of enrolment, subject to a minimal switch fee. You are also entitled to unlimited repairs for:

• damaged screen or back glass,

• repair or replacement for accidental and liquid damage, 

• hardware defects; and

• battery replacement service if your iPhone holds less than 80 per cent of the original capacity

subject to applicable service fees.

16. What supporting document do I need to show as proof of the owner? 

No additional documents are required, provided that the IMEI number of the iPhone corresponds with the IMEI number recorded during the assessment process. 

17. What should I do before submitting a service request?

Before submitting a service request: 

• Back up all data, photos, contacts, messages and other content stored on your iPhone.

• Keep a copy of your proof of purchase and any records relating to your enrolment in the Programme.

• Disable Find My iPhone and Activation Lock, remove all accounts from the device and factory reset the device before surrendering it for repair, replacement or Switch.

• Remove any SIM cards, cases, screen protectors or accessories before surrendering the device.

Note that repairs, replacements and Switches may result in the loss of data. Shopee, Apple and their service providers are not responsible for any loss of data that has not been backed up.

18. Can I send a representative to surrender my iPhone for repair and switch on my behalf? 

Yes, a customer can send a representative to surrender and complete the trade-in process on their behalf.  

Before doing so, the customer should ensure that any iPhone tracking features, such as Find My iPhone are disabled, all accounts are removed, and the iPhone is factory reset before handing it over.   
 

It’s important to note that once the iPhone is surrendered, the transaction is final and cannot be reversed. Therefore, the customer must back up or download all important messages, photos, music, and other content before trading in the iPhone, as we will not be able to retrieve it afterward. 

19. Do I need to include the accessories (charger, headphones, etc.) that came with my old iPhone? 

No, customers do not need to include accessories like the charger or headphones when trading in their iPhone. 

20. What should I do if Apple replaces my iPhone under Apple's warranty or AppleCare Services?

You should immediately inform the ShopeeCare Service Provider and provide proof of the replacement. Bolttech will update the new device's IMEI in its records so it can continue to be recognised under the Programme. Failure to notify Bolttech may result in future service requests being delayed or rejected. 

21. Will I receive a receipt or proof after successfully surrendering my iPhone? If so, what information is included? 

Yes, customers will receive an acknowledgment email after surrendering the iPhone. This email includes the customer’s information and iPhone details.

22. Am I allowed to cancel the program after I have enrolled. 

You may cancel the service and may be entitled to a refund by email to Bolttech at: shopeecare.bolttech.sg with your service agreement number and proof of purchase. Please refer to the Terms & Conditions for more information. No refund is payable after a successful service request or other Programme benefit.

23. Who can I contact should l have further enquiries?

You can contact the service provider, Bolttech by logging on to: Servicerequest@bolttech.sg