notice
- Regarding delivery of replacement unit for "Breakdown Replacement Service (Delivery)"
Due to service maintenance, delivery dates and times cannot be selected from Tuesday, April 1, 2025 to Wednesday, April 2, 2025. We apologize for any inconvenience this may cause, and appreciate your understanding.
- *1 If you complete the application process by 4:30 p.m. (excluding remote islands, some areas, and delivery delays due to system restrictions)
Please check the delivery status below for updates on deliveries due to natural disasters or traffic restrictions.
See the Sagawa Express website
If you sign up for the "Breakdown Security Pack Plus" service, if your smartphone breaks down,
By applying through My Y!mobile, you can have the same model (equivalent to a new one) delivered to your home!
You can replace the faulty unit yourself from the comfort of your own home.
- *2 You will need to pay the replacement fee. If it is difficult to replace the device with the same model due to a lack of stock, the replacement device will be a model specified by our company. For details on replacement devices and replacement fees, click here.
Prices shown include tax unless otherwise stated.
The amount may differ from the invoice amount due to the calculation of consumption tax.
How to use
STEP02
Apply for the "Breakdown Replacement Service (Delivery)" through My Y!mobile.
Enter the delivery address, desired delivery date and time, and contact email address.
STEP03
A replacement unit will be delivered as soon as the next day.
If you complete the application process by 4:30 p.m. (excluding remote islands, some areas, and delivery delays due to system restrictions)
STEP04
Replace the SIM card in the faulty device with the replacement one.
Please follow the instructions in the User's Guide included with the replacement unit.
STEP05
Returning defective products
Within 14 days, place the defective unit in the return envelope and post it.
About application
This service can be used only once every six months. Please apply through Y!mobile.
- This offer is for iPhone and Android smartphone users.
- This offer is available to individual customers who have signed up for the "Breakdown Security Pack Plus."
- If your card is lost or stolen, you will not be able to use this service.
- Returns (cancellations) are not possible after you receive the replacement unit.
- After using this service, you will not be able to apply for the Repair Exchange Service (in-store or delivery) again for a period of six months, regardless of whether you change your model or not.
- You can choose to have your replacement device delivered to your contract address or billing address. If you would like to have your replacement device delivered to a different address, please contact Y!mobile shop or Y!mobile Customer Center.
About exchange machines and exchange fees
About the exchange
In principle, the replacement unit will be the same model (series, capacity, color).
- If it is difficult to exchange the product for the same model due to a lack of stock, etc., the product will be replaced with a model specified by our company.
- Replacement phones are mobile phones that have not been used or have been used for a short time, as well as phones that have been repaired, have had their exterior replaced, and have been refreshed to be in like-new condition. There may be small scratches on the exterior.
- The replacement device will only be delivered as the device itself. Accessories such as a charging cable and SIM removal tool (SIM pin) will not be included in the package, so please prepare them separately.
Regarding exchange fee
The replacement fee will be added to your monthly mobile phone bill. The replacement fee varies depending on the model (starting from 8,250 yen *same price as in-store replacement)
Learn more
About switching
Please refer to the "User's Guide" for information on changing from a faulty machine to a replacement machine and how to transfer data.
"User's Guide" iPhone version
"User Guide" Android version
- The User's Guide will be sent to you in booklet form together with your switch.
- If you want to use a new SIM on your exchange, you will need to call a special number (automated voice response) and switch your line to the new SIM.
Returning a defective unit
You must return the defective unit within 14 days of receiving the replacement unit.
- If you still have payments due for the defective device, you will need to continue making payments.
- To return the defective unit, please use the "return envelope" included with the replacement unit. There will be no shipping charge.
<Note> If you do not return the defective device within 14 days of receiving the replacement device, you will be required to pay a penalty fee according to the replacement model. Please check the amount here.
Other notes
- In the case of delivery-based replacement service, if the replacement device is an Android device, the free repair period for the replacement device will be the remaining free warranty period of the defective device (please note that the free repair period for the replacement device will be shorter than when using the in-store replacement service). In the case of delivery-based warranty replacement service, if the replacement device is an iPhone device, or in the case of in-store replacement service, the remaining free repair period of the defective device will not be carried over.
| |
iPhone |
Android |
| Repair and replacement service (in-store) |
1 year from the activation date of the switch |
1 year from the date of exchange at the store |
| Replacement service (delivery) |
One year from the date of purchase of the original device (broken device) |
- When changing to a replacement device that is different from the defective device, your current rate plan and optional services may be changed or canceled. This may result in the incurring of contract change administrative fees, cancellation fees, etc., or a change to your contract period.
- If your USIM card is lost or damaged and needs to be reissued, a USIM card reissue fee (3,850 yen) set by our company will be charged separately.
- When returning the defective device to us, the user must erase all data recorded in the defective device (excluding data that cannot be erased by the user, such as data that was recorded at the time of shipment). Even if data is stored in the defective device, we shall not be liable for any damage caused by such data. In addition, the transfer of data recorded in the defective device to the replacement device shall be carried out at the user's own risk.
- The faulty device may be refreshed (restored to factory settings) and used as a replacement device for this service.
- Cancellations and refunds will not be accepted after application for this service.
- By using this service, you may not be able to use repair services provided by Apple, including "Apple Care +".
