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FAQs

  1. My Tracking Number is not working?
  2. What Model is my Phone or iPad?
  3. Why should I use a Plastic Case Opener Tool for Repair?
  4. Looking for a Part Not Listed on our Webpage?
  5. How Do I Cancel my Order?
  6. I Have Requested that My Order be Cancelled, was it Cancelled?
  7. Technical Support or Issues with a Product or Part?
  8. Need to Make Changes to Your Order Once it Has Been Placed?
  9. I Have Not Received my International Order, Can I Track it?
  10. What are your business hours?
  11. I Have Not Received a Response Back Via Email, Can I Call?
  12. I Can't Track My USPS Order Through DirectFix.com. Why?
  13. Why Won't You Call Me For Technical Support? I Demand a Call!

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1. My Tracking Number is not working?
During the checkout if you selected the US Postal Service First Class Mail FREE shipping option. Free shipping via the post office does not include tracking. Estimated time for delivery will vary depending on your location. Free shipping is estimated at 7-14 Business days for delivery. All items ship from California.

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2. What Model is my Phone or iPad?
The best place to start if you can not figure out what model you have is (HERE). This will also help get you to the section for parts that are related directly to your model device.

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3. Why should I use a Plastic Case Opener Tool for Repair?
The tool is made to assist you in openeing a PDA, iPhone, iPod and Other units. Do you really want to scratch the case when you open it for repair...NO. There are different types of plastic case opener tools and they vary in quality, plastic type and build. There are some that are very flimsy and the tip on them is very thin which make them useless or only good for one use. The ones we carry at DirectFix.com are high quality and durable plastic. We use these tools daily in repairs and only sell quality tools. You might also notice that the tool we sell is 2 sided, so it is like getting 2 tools in one. Just like all plastic they will wear down and this is another reason we sell the double-sided tool which gives you twice the life span.

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4. Looking for a Part Not Listed on the Webpage?
At this time all items we carry are listed on the webpage. If you do not see the item you are looking for then we do not carry it at this time. We also do not have any ETA on when or if we will be getting any future parts or accessories.

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5. How Do I Cancel my Order?
If you placed an order and would like to cancel it you must request this prior to shipment. If the order has already shipped we will not be able to cancel the order and you will need to get an RMA number to send the item(s) back.

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6. I Have Requested that My Order be Cancelled, was it Cancelled?
If you have received a response that your order has been cancelled, your credit card will not be charged. Please be advised that you will still see the pre-authorization on your credit card. It is not an actual charge. It is a hold on the funds. Pre-authorization will drop according to your banks policy.

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7. Technical Support or Issues with a Product or Part?
All Tech Support and Help with any issues is handled via email only. We do not offer phone support at this time. We will do our best to answer your Technical Support request or any issue that you may have with an item. There may be times we are unable to offer any further support other than what is listed on our webpage or via one of our videos.

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8. Need to Make Changes to Your Order Once it Has Been Placed?
We are unable to add, edit or remove any items on your order once the order has been placed. You will need to contact customer service to cancel your order if you need to make any changes to the order.

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9. International Shipping Status?
If you selected First Class International Mail. The method you chose does not offer a daily tracking number. Please allow the estimated 14-21 business days for delivery. In some cases, delivery times are affected by your countries customs department and their processes. If they are experiencing large amounts of deliveries, the business days may be extended.

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10. What are your business hours?
We are open and we accept emails and phone call/phone orders Mon-Fri 9am to 4pm PST (California Time). If you email on the weekend we will get back to you first thing on Monday morning in the order in which it was received.

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11. I Have Not Received a Response Back Via Email, Can I Call?
Emails are answered each business day from 8 AM PST to 4PM PST. Please allow 24 hours for a response. We are not able to take customer service calls, it is faster and more efficient for you to email with your order number so that we can research the issue and get back to you with complete details.

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12. I Can't Track My USPS Order Through DirectFix.com. Why?
The number you have been given is a delivery confirmation number, not a day to day tracking number unless you selected the UPS shipping option. The status will change once the order has been delivered. Shipping times are estimated business days for USPS Priority and First Class Mail.

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12. Why Won't You Call Me For Technical Support? I Demand a Call!
We offer highly accurate, and quite timely, web-based support for all DirectFix products. As a small parts and repair company, phone-based support simply isn't feasible for a number of reasons.

Most of our support staff are also in technical repair and order fulfillment departments. Repairs and order shipments require a high level of concentration and it is next to impossible to embark on serious efficient process without at least occasional 2-4 hour windows of uninterrupted time. If our technicians and order handlers answered phone calls, they could not package products, repair units, or ship quickly to fill your product needs. Using our online email support system, our staff are better able to devote blocks of time throughout the day to address emails quickly, yet still manage order processing time effectively.

Alternatively, we could hire support staff to answer the phone. This would, of course, require significant finances, and force us to raise the price of our products. Additionally, the level of accuracy and email resolution would never be the same. Email issues may involve compatibility issues with parts on new devices, so we are constantly striving to keep the most updated parts and accessory lists which takes research and time. Addressing these issues adequately requires years of experience, and in some cases, familiarity with the repair products and repair videos involved.

Our email based support system has other advantages as well. Emails are archived, allowing us to better solve problems by researching your requests on the parts purchased, and for you to refer back to an email we answered at any time. Further, in many cases, we may need time to research/cogitate on the issue to answer it correctly, which is uncomfortable (or not even possible) with phone-based support. We often need to look up your order on our search based system which can take time.

Here's a tip on how to obtain the best possible response via email. Be nice. A courteous and clear support request sets a tone much more conducive to resolving the issue. There is no need to yell "HELP!!!! or SCAM!" in the subject line, your order number helps us get your details up for a quicker search.

We are confident our current approach to technical support is in the interest of your business, as well as ours.


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