Start a Repair or Replacement Request
If you're here to get help with a damaged device, you're in the right place. ProRobin’s request process is designed to be simple and straightforward. This page explains when to submit a request, what information you’ll need, and what happens next.
If you’re not sure whether your device issue qualifies under your active membership, our ProRobin support team can help review the details, confirm membership status, and explain the next steps before or after you submit the form.
How the Request Process Works
Our request process is designed to help customers move forward as quickly as possible when something happens to their device. Once you submit a request, the information you provide is reviewed to confirm device eligibility, active membership status, and the most appropriate next step.
During review, we may look at details such as your device type, the condition of the device, your membership status, and the circumstances of the incident. In some cases, we may ask for additional information to complete the review. If your request qualifies under the membership terms, our support team will guide you through the available service options.
Depending on the issue, available options may include repair, replacement, or another resolution option allowed under your membership terms. A $35 service fee applies before service is completed. Customers may submit service requests while their membership remains active, subject to membership terms and device eligibility.
Once the next step is confirmed, you may be able to:
- Take the phone to a nearby authorized repair location
- Ship the phone to ProRobin technicians
- Receive a replacement device from ProRobin, when applicable
What’s Included and Not Included
Eligible devices may qualify for help with issues such as:
- Hardware defects: Service for material defects in covered equipment.
- Accidental damage from handling: Repair or replacement support for accidental damage such as drops, cracked screens, or liquid exposure, subject to membership terms.
The membership does not include:
- Normal wear and tear or cosmetic damage that does not affect device function
- Preventative maintenance
- Lost or stolen devices
- Damage caused by reckless, abusive, intentional, or abnormal use
- Installation, removal, or disposal costs
- Devices not listed in the membership confirmation, devices without the required Sahara case or screen protector, or devices not purchased with an eligible membership
- Pre-existing damage or issues that existed before membership enrollment
- Devices with altered or tampered serial numbers
- Damage caused by fire, earthquakes, or certain external events
- Repairs performed by unauthorized service providers
- Loss of data, software issues, or damage to electronic systems not covered by the membership
Start Your Request Below
Submitting your request online is the fastest way to get started. Once you’re ready, please complete the form with information such as:
- Customer information (name, email, phone number, etc.)
- Device details (brand, model, etc.)
- A description of what happened to the device
- Photo or video documentation showing the device condition
- Confirmation that the device issue was not caused intentionally and that the submitted information is accurate
Ready to get started? Complete the form below and our team will review your request.
ProRobin Device Protection FAQ
Welcome to the ProRobin Device Protection Membership FAQ. This page is organized by key topics based on our membership terms. If your question is not answered here, contact support@prorobin.com. For full details, visit Device Protection Guidelines.
1. Getting Started & Activation
How do I activate my ProRobin protection membership?
Your membership becomes active after purchase and confirmation from ProRobin. Install the required Sahara case and screen protector, including the camera protector if needed, on your device. Then send clear photos or a short video showing all sides of your device while it is turned on, with the protectors installed, to protect@prorobin.com. ProRobin will review the submission and send confirmation. If you purchased through Sahara Case, you can access your Membership Confirmation at saharacase.com.
What devices are included under my membership?
The membership applies to the device or devices and accessories listed in your Membership Confirmation. If ProRobin provides a replacement device, that replacement remains eligible under the membership for the rest of the current term. Monthly memberships may not be available for all devices, so please review your confirmation for details.
When does my membership start?
Your membership begins after purchase, device information submission, and ProRobin’s confirmation following photo or video review.
2. Membership Benefits & Service Options
What does the membership include?
- Hardware defects: Service for material defects in eligible equipment during the membership term, minus any applicable service fee.
- Accidental damage from handling (ADH): Repair or replacement support for accidental events such as drops or liquid contact, minus any applicable service fee.
- Device exchange: If your device is replaced through an exchange, the original device becomes ProRobin’s property. The replacement device becomes yours and remains eligible for the rest of the current term.
- Additional support: This membership is intended to complement your consumer rights, manufacturer’s warranty, and available technical support. Parts used in service may be new or refurbished.
What is the service fee?
Mobile Phone: $35 per service request. Tablet: $35 per service request. For hardware defect service, any applicable fee will be shown in your Membership Confirmation.
Are replacement parts or devices sourced from different countries acceptable?
Yes. ProRobin may source replacement parts or devices from different countries as long as they meet required functional standards.
3. Submitting a Request
How do I start a repair or replacement request?
To start a request, notify ProRobin during your active membership term and provide details about the defect or damage. Depending on the situation, you may also need to submit photos or video. Repairs may use new or refurbished parts, and in some cases an exchange may be offered. To begin, visit our repair and replacement request page.
What happens if my device is exchanged?
If your device is exchanged, the original device becomes ProRobin’s property. The replacement device becomes yours and remains eligible under the membership for the rest of the current term.
Is technical support included?
Yes. Limited technical support is available for eligible equipment, in addition to any applicable manufacturer support.
4. Exclusions & Limitations
What is not included under the membership?
- Normal wear and tear or cosmetic damage that does not affect function.
- Preventative maintenance.
- Lost or stolen equipment.
- Damage caused by reckless, abusive, intentional, or abnormal use.
- Installation, removal, or disposal costs.
- Equipment not listed in the Membership Confirmation, devices without the required Sahara case or protector, or devices not purchased with an eligible membership.
- Pre-existing damage or issues if the membership was purchased after the damage occurred.
- Devices with altered or tampered serial numbers.
- Damage caused by fire, earthquakes, or certain outside causes.
- Repairs performed by unauthorized parties.
- Loss of data or damage to electronic systems, subject to the full terms.
Are there limits on service requests?
Customers may submit service requests while the membership remains active, subject to membership terms and device eligibility. Requests submitted after cancellation or termination are not eligible.
5. Renewal & Cancellation
How does renewal work?
- Monthly Memberships: Monthly memberships renew automatically each month at the original rate unless you are notified of a change. Please keep your payment method current.
- Fixed-Term Memberships: Fixed-term memberships last for the length shown in your confirmation. ProRobin may offer a renewal at the end of the term, but there is no obligation to renew.
How do I cancel my membership?
Email support@prorobin.com at any time and follow the cancellation steps provided. Cancellation ends membership benefits at the end of the current billing period or term, unless otherwise stated in your confirmation.
What if I miss a payment?
If a payment is unsuccessful, membership benefits may end as of the due date. If ProRobin accepts a late payment, eligibility may resume from the date payment is received, subject to membership requirements.
6. Payments & Fees
How are payments handled?
Your original payment method, such as a card or account, may be charged for renewals or installments. For monthly memberships connected to your ProRobin account, the payment method on file may be used. If renewal pricing changes, notice will be provided in advance when required.
Where can I find my membership price?
You can find your membership price on your original sales receipt from ProRobin, an authorized reseller, or your membership payment provider.
7. General Terms
Does this membership affect my legal rights?
No. This membership is intended to be in addition to any consumer protection rights, manufacturer’s warranty, or technical support that may already apply. Some costs may still be your responsibility or the responsibility of another party, depending on the situation.
Who provides the membership?
ProRobin administers the device protection membership and related service process. ProRobin and Sahara Case may offer or resell eligible memberships.
What if I have questions?
Contact support@prorobin.com. For full details, review your Membership Confirmation and the complete terms page.
8. Shipping, Repair Times & Options
What service options are available?
- Local Repair Shop: For faster service, we may direct you to a nearby authorized repair location after you submit your request. Typical turnaround is 1 to 3 business days.
- Mail-In Repair: Send your device to us for professional repair. A prepaid shipping label may be provided. Typical turnaround is 5 to 10 business days, including shipping time.
- DIY Repair: For certain simple issues, we may provide parts and instructions so you can complete the repair at home. Availability depends on the device and issue.
What are the shipping times for mail-in repairs?
For mail-in repairs, shipping typically takes 2 to 3 business days each way when a prepaid label is provided. The full process usually takes 5 to 10 business days from submission to return delivery.
How do I choose a service option?
When submitting a request on our repair and replacement request page, you can select your preferred option when available. We will confirm the available service options based on your device and the type of damage reported.