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Frequently Asked Questions
Where do I find the service request form?
If you are sending a phone, please use the phone-specific service request form.
For all other devices (including hard drives, memory cards, and USB flash drives), please use the general service request form.
How should I package my device?
When mailing your device to FlashFixers, please package it well, preferably in a box or padded envelope, so that it arrives to us safely. Make sure that your name and return shipping address match the information you provided on the service request form.
- For mailing a phone, use a padded envelope or a box.
- For mailing a memory card, use a stiff or padded envelope.
- For mailing a USB flash drive, use a stiff or padded envelope or a box.
- For mailing a hard drive, use a box.
- For mailing GPS units, camcorders, recording devices, or any other media, use a box or padded envelope.
Where do I send my device?
Please mail your device directly to our data recovery lab at:
FlashFixers Recovery Lab
6 Merles Lane
Stratham NH 03885
If you are a local customer, you also have the option of dropping it off or hand-delivering it to our main office. Our main office is located at:
FlashFixers
1 New Hampshire Ave
Suite 125
Portsmouth, NH 03860.
*What is the evaluation fee?
There is a $75 non-refundable evaluation fee that applies to the following devices:
- All iPhone models (including iPhone X, 8, 7, 6, 5, and earlier versions)
- Samsung Galaxy S7 (All versions)
- Blackberrys and recent Android phone (2016 and newer)
- Hard drives
- Any required NAND chip-level recoveries for SD cards or USB flash drives
The evaluation fee is credited toward the full recovery price. It is billed when your device is received in the lab, at which time you will receive an invoice via email that is payable online.
For all other devices, there is no evaluation fee, including:
- Other Legacy pre-2016 Android phones (LG, Motorola, Huawei, etc)
- Samsung Galaxy S6, S5, Note 5, Note 4 and earlier models
- Memory cards
- USB flash drives
Why do you charge an evaluation fee?
The main reason we have an evaluation fee is to keep our prices low for our customers.
Think about it. You’ve done your research and have probably noticed that some data recovery companies offer free evaluations. So why would you pay another company to evaluate your device when others will do it for free? Well, have you noticed that those companies also lack transparent pricing? That means that they can charge you whatever price they want once they have your device. Sure, you can back out after the evaluation, but not many people are willing to do that when a successful recovery is on the line – regardless of the cost.
Like all data recovery companies, these companies still have to make up the cost of unsuccessful recoveries and non-paying customers. And for them, that cost falls to the paying customers. Prices are ALWAYS higher with these companies because they need to make up for those costs.
But that’s not how FlashFixers operates. We don’t charge outrageously high prices or exorbitant media storage fees, like other data recovery companies do. We only charge you for YOUR device, so you are not left paying for someone else’s non-recovery. A non-recovery is the worst case scenario for both you and us, so we do everything to make sure that doesn’t happen.
Lastly, because it unfortunately has to be said, we do not use an evaluation fee as a way to nickel and dime our customers. We love our customers and would never treat them like that. Our highly rated services and many great reviews are evidence of that. And remember, we credit the evaluation fee toward the full cost of the recovery, and many devices don’t even have an evaluation fee.
Unlike other data recovery companies, we are proud to offer transparent pricing and affordable data recovery services. Having an evaluation fee makes it possible for that to happen.
What files can be recovered?
We can recover any data that was on the device. For phones, the data that can be recovered include:
- Photos
- Videos
- Text messages
- Contacts
- Voice mails
- Notes
- App Data
- Call logs and call history
- Internet browsing history
We can also recover all files from hard drives, memory cards, USB flash drives, GPS units, camcorders, and other media types.
How long does the recovery process take? What is the turnaround time?
The recovery process can take anywhere from a few days and up to several weeks. The turnaround time depends on the type of media or device, and its condition. For example, the more short circuits and failed individual components a phone has, the longer it will take to identify the problem and complete the data recovery.
You can also choose expedited service to move your device to the front of the queue, where we attempt to reach a conclusion in two weeks or less. This expedited services is available for an additional $100.
How does the recovery process work? What does it entail?
The process used to recover data from a device depends on the type of device and its condition. Learn more about the in-depth data recovery processes for the following devices:
- Water damaged iPhone or Android
- iPhones, Samsung Galaxy S7, S6, Note 5, or Note 4
- Legacy Android phones
- Memory Cards
- Hard Drives
- USB Flash Drives
I need to return my phone for insurance purposes. Can you still help me recover my data?
If you need to send your damaged phone back to a phone company for insurance purposes, we understand and we can still work with you and the phone company to recover your data. In these cases, we recommend you call your insurance company to let them know you are working with FlashFixers and ask for a 30 day extension. Your insurance company will grant this exception for data recovery purposes.
How do I pay?
An invoice for the total recovery cost will be sent to your email and is easily payable online. If you paid an evaluation fee, it will be fully credited toward the total cost of the recovery.
How do I receive my data?
For phone recoveries, your data is saved to either a DVD ($0) or a new USB flash drive ($10 for 16GB, larger capacities are available for purchase or you can include one with your device). You will receive your recovery order via USPS Priority mail.
What do I do once I have my data?
Once you have your data, you can transfer it to your computer. You can also import the content into iTunes and back onto your iPhone or iPad so you are back to the way you were before you lost your data.
What’s the fine print? Are there any additional fees?
There are no hidden fees. We are proud to have transparent pricing, unlike other data recovery companies.
Here’s the fine print: Some devices (all iPhones, newer Android phones, and hard drives) have a $75 evaluation fee paid up front. The evaluation fee is non-refundable but it is credited toward the total recovery cost. The recovery cost is charged only if the recovery is successful. You cover the initial shipping to FlashFixers, and we cover the return shipping. We charge you $10 to store your recovered data on a new 16GB flash drive (larger capacity flash drives are available to purchase), but you are also welcome to include one with your order. That’s it!
Is my data safe and secure with you?
We place the utmost importance on keeping customer information confidential. It’s critical to the nature of our business and required for most clients.
We implement a variety of security measures to maintain the safety of your data and personal information. Our recovery work is conducted on secure workstations with no access to the outside. We also have built-in safeguards to prevent unauthorized access to customer data. Your data is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.
Once we know for certain that you’ve received your recovered data, we permanently delete the data from our servers.
Please note that FlashFixers will not perform any work on a device unless you are the device owner or have legal authorization to access the device.
