FAQ | Gadget Guard

SCREEN REPLACEMENTS

How Do I Get a Replacement Guard/How Do I Register My Guard?

Registering your new Gadget Guard and ordering replacements is easy, just follow the simple steps below:

1. Create an account, if you haven't already done so, by clicking here.

2. Log into your account by clicking here.

3. Once logged in, register your guard. Click on the "Register a Product" on the left hand side and use the drop-down menus to find your product.

4. You will receive two emails. The first will state that you have successfully registered your product. The second will let you know that your registration has been reviewed and approved.

5. Log back in to your account by clicking here. Click on "Order a Replacement Guard" on the left hand side. Find your product and click on the "Get a Replacement" link.

6. Follow the on-screen prompts and checkout. Get replacements for the life of your device and only pay for fulfillment (This covers shipping and processing.) We will ship your replacement within three business days.

We offer three different shipping options.

Shipping costs listed are per replacement – To order more than one replacement, proceed to check out with no more than one item at a time.

-$7.99 for Ground (4-7 Business days + order processing time)
-$9.99 for Priority (2-3 Business days + order processing time)
-$24.99 for Overnight (Orders placed Monday - Thursday before 1:00 pm Eastern Standard Time will ship the same day for delivery next day. Orders placed on Friday after 1:00 pm will be shipped the following Monday)

Shipping costs listed are per replacement of Black Ice Tablet and Black Ice Cornice Edition
-$9.99 for Ground (4-7 Business days + order processing time)
-$14.99 for Priority (2-3 Business days + order processing time)
-$29.99 for Overnight (Orders placed Monday - Thursday before 1:00 pm Eastern Standard Time will ship the same day for delivery next day. Orders placed on Friday after 1:00 pm will be shipped the following Monday)

This guarantee also covers damage caused by the user during the initial application of the product. Just another way Gadget Guard has your back.

(Shipping options and time frames are for domestic orders only. Orders shipping to Canada will experience delays in transit due to customs clearance).

How Much Does a Warranty Screen Replacement Cost?

You are only responsible for shipping and handling which starts at $7.99. If you haven't registered yet or need a replacement, just follow the simple steps below:

1. Create an account, if you haven't already done so, by clicking here.

2. Log into your account by clicking here.

3. Once logged in, register your guard. Click on the "Register a Product" on the left hand side and use the drop-down menus to find your product.

4. You will receive two emails. The first will state that you have successfully registered your product. The second will let you know that your registration has been reviewed and approved.

5. Log back in to your account by clicking here. Click on "Order a Replacement Guard" on the left hand side. Find your product and click on the "Get a Replacement" link.

We offer three different shipping options.

Shipping costs listed are per replacement – To order more than one replacement, proceed to check out with no more than one item at a time.

-$7.99 for Ground (4-7 Business days + order processing time)
-$9.99 for Priority (2-3 Business days + order processing time)
-$24.99 for Overnight (Orders placed Monday - Thursday before 1:00 pm Eastern Standard Time will ship the same day for delivery next day. Orders placed on Friday after 1:00 pm will be shipped the following Monday)

Shipping costs listed are per replacement of Black Ice Tablet and Black Ice Cornice Edition
-$9.99 for Ground (4-7 Business days + order processing time)
-$14.99 for Priority (2-3 Business days + order processing time)
-$29.99 for Overnight (Orders placed Monday - Thursday before 1:00 pm Eastern Standard Time will ship the same day for delivery next day. Orders placed on Friday after 1:00 pm will be shipped the following Monday)

This guarantee also covers damage caused by the user during the initial application of the product. Just another way we Gadget Guard has your back.

(Shipping options and time frames are for domestic orders only. Orders shipping to Canada will experience delays in transit due to customs clearance).

What Documentation Is Needed in Order to Register/Request a Replacement?

What we DO need:

-Contact and Shipping information required for registration
-Proof of purchase
-Payment information for fulfillment charges

What we DO NOT need:

-You to send your old Gadget Guard back to us
-Pictures of your damaged product
-Cookies or other treats

What Does Your Lifetime Warranty Cover?

Your Gadget Guard product tears, breaks, becomes scratched or is otherwise damaged while protecting your device we will replace it!

Our Lifetime Warranty is solely for Gadget Guard products and DOES NOT extend to the electronic devices they protect. We strongly suggest pairing our products with a impact resistant case to maximize protection.

Does the Lifetime Warranty on My Gadget Guard Cover My Device as Well?

Our Lifetime Warranty is solely for Gadget Guard products and DOES NOT extend to the electronic devices they protect. We strongly suggest pairing our products with an impact-resistant case to maximize protection.

What does 'lifetime warranty' mean?

The lifetime warranty means that we will be able to replace registered guards as long as the device it is covering is being produced by the manufacturer.

How Do I Track My Order/My Order Was Never Received?

After you finish your warranty claim or online purchase an email is sent to the email address you provided. Please check that email for your tracking number (don’t forget your spam folder just in case). If you cannot find this email please contact us with your first and last name as well as the order number and we will provide tracking for you.

Help! I Ordered the Wrong Guard!

We are sorry to hear you have ordered the incorrect guard. Please visit our Contact Us page with:

-First/Last name
-Order number

Can I Remove/Reuse My Black Ice Screen Protector?

You can IF YOU ARE CAREFUL. Simply use your fingernail or a guitar pick (anything thin and strong) and slowly lift from a corner of your guard, letting the adhesive slowly release until it has come completely off. To ensure no dust or debris collects on the adhesive side you can use a strip of packing tape stuck on the adhesive side that will protect and clean the adhesive as it is removed upon re-installation. Watch the video below to see the entire installation process in action, skip to 1:05 for tips and tricks including removal and cleaning.

Is the Black Ice Flex Edition guard glass or Is it film?

The answer is neither. Our Flex guard is a hybrid material that makes screen guard chips and cracks a thing of the past. More durable than glass, full adhesive, and compatible with in-screen ultrasonic fingerprint technology, the Flex guard meets the demands of an ever-changing technology-driven world.

How does Black Ice Flex compare to traditional tempered glass screen protectors?

Black Ice Flex Edition eliminates screen sensitivity issues, is easier to install and is more durable than a traditional tempered glass screen protector. Gone are the days of chipped and cracked screen protectors.

Do I have to use the enclosed alignment tool when installing a Flex guard?

Yes! We strongly recommend using the provided install tool to ensure proper alignment and screen device protection. We want to make sure your sweet new device is covered from edge to edge! You can use something else, but we warned you...

I have a Black Ice Flex Edition guard on my phone. Why is my Ultra Sonic Fingerprint scanner technology not working?

To ensure the ultra sonic fingerprint technology works properly, make sure you set up your fingerprint AFTER Flex is installed on the device.

What is the Essentials warranty?

The Essentials screen protector has a limited life time warranty on the Black Ice screen protector. The Essentials case has a 1 year manufacture warranty from date of purchase.

I purchased an Essentials product. Which product do I register?

You will want to register the screen protector through our website, here is where to get started www.gadgetguard.com/register-your-product.

California Prop 65 Warning

WARNING: Gadget Guard products contain a chemical known to the State of California to cause cancer, birth defects or other reproductive harm.
For more information about California Proposition 65 please visit the website maintained by the California Office of Environmental Health Hazard Assessment: www.oehha.ca.gov/prop65.html

Help! My Question Is Not Listed Here!

If you still have questions, please submit them through our Contact Us page and they will be answered promptly.

Black Ice+

What is covered with Black Ice+?

Black Ice+ covers against accidental damage to your primary device screen.
Valid for US orders only.

What is not covered with Black Ice+?

Extensive physical damage to the device will result in a disqualified claim.

When does my coverage begin with Black Ice+?

PLEASE NOTE: You MUST REGISTER YOUR GUARD within 30 days of purchase for coverage to become effective. Your coverage will remain in effect once you have completed account creation and registration of your product.

What information will I need to register my Black Ice+ guard?

You will need:

-Your Warranty PIN (located on the flap of the Guard insert or on insert card)
-Proof of Purchase (sales receipt)
-Some Information about your device (IMEI, make, model etc.)

How Do You Register a Black Ice+ Screen Protector?

How do I file a Black Ice+ claim?

Log into your account and under 'My Registered Products' click 'File a Claim'. You will then be guided step-by-step through the process.

Are there restrictions on where I can get my Black Ice+ screen repaired?

No. You can have your screen repaired at any location in the US of your choice.

Where do I send my Black Ice+ receipt when my repair is complete?

Because we have different warranties, this will depend on your product, specifically your Warranty PIN.

If your PIN is 8 digits, your receipt needs to be emailed to gadgetguardrequests@fortegra.com.
If your PIN is 12, or more, digits, then simply log into your Gadget Guard account and upload a copy of the repair receipt to your claim under “My Insurance Claims”, by clicking on “Finish Claim” on the appropriate filed claim.

How many Black Ice+ claims can I make?

You can make one insurance claim per Black Ice + Guard purchased.

How many times can my replace my guard?

You can receive as many replacements as you need for the lifetime of the device you are protecting.

How is Black Ice Sapphire different than Black Ice Glass? AND Is there a visible difference between Black Ice+ and Black Ice+ Sapphire?

Although there is no visible difference in the product or clarity each product offers, Sapphire infused tempered glass takes everything you know and love about traditional tempered glass and makes it even better. Sapphire is one of the strongest minerals in the world and when it combines with tempered glass it offers improved scratch protection, chip prevention and, in an instance where the phone is dropped, it distributes the force preventing cracks in the device screen.

Is there a visible difference between Black Ice Glass and Black Ice Sapphire?

There is no visible difference between Black Ice Glass and Black Ice Sapphire. Black Ice Sapphire has the same clarity that you expect with our traditional Black Ice Glass products.

What is the difference between Black Ice Cornice and Black Ice Cornice 2.0?

The only difference between Black Ice Cornice and Black Ice Cornice 2.0 is that Black Ice Cornice offers edge adhesive, and Black Ice Cornice 2.0 offers full edge to edge adhesive. That means when your guard goes on, it stays on.

What do I do if my Black Ice+ guard breaks but my device screen is undamaged?

1. Log into your account by clicking here.

2. Once logged in, select "Get a Replacement" from your registered guards.

3. Follow the on-screen prompts and checkout. Get replacements for the life of our device and only pay for fulfillment (This covers shipping and processing.) We will ship your replacement within three business days.

We offer three different shipping options.

Shipping costs listed are per replacement – To order more than one replacement, proceed to check out with no more than one item at a time.

-$7.99 for Ground (4-7 Business days + order processing time)
-$9.99 for Priority (2-3 Business days + order processing time)
-$24.99 for Overnight (Orders placed Monday - Thursday before 1:00pm Eastern Standard Time will ship same day for delivery next day. Orders placed on Friday after 1:00pm will be shipped the following Monday)

(Shipping options and time frames are for domestic orders only. Orders shipping to Canada will experience delays in transit due to customs clearance).

How long is my initial coverage period?

Your initial warranty period is 1 year from the date of purchase or after an insurance claim has been made.

How many times can I renew my coverage?

Provided your coverage has not expired and you have not filed a claim, you can renew 1 time, for a total of 2 years worth of coverage.

If I file a claim, what happens to my renewal coverage?

You have 1 claim with the coverage of your screen until your coverage expires. Filing a claim ends your coverage. If you would like to add coverage to a new phone screen or device, you will need to purchase and register a new “+” insured product.

Can I order multiple coverage renewal plans at a time?

You can only order one renewal at a time.

How long is the coverage renewal good for?

The coverage renewal extends your coverage an additional year from the date of the original “+” guard purchase.

Black Ice Liquid Edition

What is Black Ice Liquid Edition?: It is a coating that is put on your screen to fortify it using nanotechnology. Nanotechnology is the branch of technology that deals with dimensions and tolerances less than 100 nanometers. What does that mean? Well, it means that it’s completely invisible to the naked eye! It creates a honeycomb structural pattern on your screen which, once bonded, protects the surface from water, abrasions and scratches.
How does Black Ice Liquid Edition work?: We use Shark Proof technology which manipulates the atomic structures to bond with your existing glass surface in order to create a screen protector.
How long does Black Ice Liquid last?: It is designed to last up to 2 years, depending on usage. It is recommended that you re-apply between 12-14 months.
Will it harm my screen?: Black Ice Liquid Edition does not harm your screen. It has been designed, tested and retested in order to ensure that it does not have any negative impact on your device.
Can I take it off?: Once Black Ice Liquid Edition is applied to your device you won’t know it’s there. But if you feel so inclined you may remove the coating by using alcohol based cleansers.
Why doesn’t Black Ice Liquid Edition have a warranty replacement?: Black Ice Liquid Edition adheres to your screen in a way in which it ‘becomes one’ with your screen. Because of this, it cannot be physically removed, which is why there is no warranty replacement available.

There is, however, a reapply program.

With time Black Ice Liquid will wear off from frequent use. Because of this, we started a reapply program. In this program, you will receive a reminder e-mail 11 months from the day you register your product with a link enclosed to receive your new product at the discounted cost of $10.
What will make the Black Ice Liquid Edition nanotechnology layer come off?: Black Ice Liquid Edition is very durable; however, it can be removed when using cleaning supplies that are alcohol based or when it is excessively exposed to liquids/splashes. We recommend you re-apply coating after every 12-14 months depending on your usage.
Does Black Ice Liquid make my device anti-bacterial?: Yes, it does. This is a two-part process. First, the Cleaner/Primer will kill any existing bacteria on your device, wiping away germs, grease, and oil from your hands as well as any unwanted residue which is invisible to the naked eye. Second, when applying Black Ice Liquid Edition to the glass area of your device it creates a thin layer which bonds in a way not to allow germs and bacteria to harvest on the device. TechTonic or other non-alcohol cleansers should then be used for continuous cleaning.
Can I use Black Ice Liquid Edition if my screen is cracked?: No, it is not recommended to put any liquid screen protector onto a cracked screen. Repair your screen before applying Black Ice Liquid Edition.
Can I coat my smartwatch and phone at the same time?: Yes, but ONLY IF your smartphone is under 10” screen size. You must coat them at the same time.
Why do I need a cleaner/primer?: The first sachet (marked 1) is a cleanser and primer in one. This not only removes dirt and germs that may be on your screen, but also preps the glass surface so the applicator can bond with it and stick to the surface. It is invisible and completely safe for your device. It also eradicates 99% of the germs on your screen!
What does the Nano Applicator do?: This specialized formula is the screen protector on a wipe. Apply as evenly as possible across your device. We advise using an up/down motion followed by a side to side motion to ensure that your device is fully covered. The applicator is self-balancing so it will even itself out for you.
How do I apply Black Ice Liquid Edition on my device?: 1- Wipe down device screen with provided microfiber cloth
2- Apply Cleaner/Primer onto device until wipe is dry
3- Wait a few minutes then apply nano applicator evenly across the entire screen until the wipe is dry
4- Wait 15 minutes then use the provided microfiber cloth to buff the screen until smear marks are gone
How many devices can one pack coat?: One pack is designed for one device up to 10.1” screen size. Your average phone will be between 5-6” and a small tablet is generally between 9-10”. We do not recommend that you try to coat 2 separate devices as it may not generate the desired result.
Can Black Ice Liquid Edition be used all over my phone?: Black Ice Liquid Edition is formulated to bond to glass surfaces only. While applying the protector all over your device will not harm it, the liquid will evaporate off of any surface that is not glass.

Fun Fact: Black Ice Liquid may be used on the camera portion of your phone.

***Please note that the limited screen warranty included with the Black Ice Liquid+ is only valid for the display glass of the registered phone, smart watch or tablets (one Warranty PIN per device) and cannot be applied to other devices, such as camera screens or lenses, or to the camera of your phone.
When is the best time to apply the Black Ice Liquid coating?: The best time to apply the coating is when you are least likely to use your device, such as before going to bed. This will ensure that the coating has enough time to bond with the glass surface.
Will Black Ice Liquid make my device waterproof?: No, Black Ice Liquid will not make your device water proof.
How does the re-apply program work?: Once you receive your Black Ice Liquid Edition register it HERE. You will receive a reapply reminder within 11 months from your registration date with a link to order your discounted Black Ice Liquid Edition for only $10.00 (includes shipping). We suggest taking it back to where you purchased your guard originally to have your reapplication installed.

alara

How does alara technology work?: alara reduces your exposure to cellphone radiation, without reducing your cell phone signal. alara cases contain a precision engineered, micro-thin, multi-patented antenna that automatically pairs with the antenna in your wireless device. This results in less wireless energy directed towards your head and body, without degrading the signal.
Is the alara case a radiation shield or does it block RF?: There are many products on the market that claim to reduce your exposure to cell phone radiation by either shielding or blocking the radiation. This may actually cause your phone to work harder and emit more RF Energy. alara uses a different technology. alara’s patented antenna technology pairs with the phones antenna which results in radiation being sent away from your head and body while maintaining the phone’s signal.
How is alara different from Pong?: We changed our name and Pong is now alara. But it still contains the same unique antenna technology that reduces your exposure to cell phone radiation. As we continue to work hard to minimize your exposure to cell phone radiation, we wanted to update the product name to better reflect our mission. alara stands for “as low as reasonably achievable”. By protecting you and your phone, alara gives you peace of mind.
Will alara work outside the U.S.?: We changed our name and Pong is now alara. But it still contains the same unique antenna technology that reduces your exposure to cell phone radiation. As we continue to work hard to minimize your exposure to cell phone radiation, we wanted to update the product name to better reflect our mission. alara stands for “as low as reasonably achievable”. By protecting you and your phone, alara gives you peace of mind.
Why is the alara antenna designed for my network?: To ensure optimal radiation reduction, alara is designed to function with the carrier specific frequency bands your phone operates on.
How does alara affect my signal?: alara is engineered to reduce your exposure to cell phone radiation without degrading your cell phone signal.
Does alara affect the battery life of my mobile device?: No, alara does not affect your battery life.
How is alara tested?: alara undergoes rigorous laboratory testing. Radiation exposure is measured with a state-of-the-art SAR test system. SAR stands for Specific Absorption Rate and is a metric for the rate at which cellphone radiation is absorbed by the human body. Cellphone signal is measured with a wireless test chamber similar to those used by carriers to test cell phones on their network. LEARN MORE
If I drop my phone will alara protect it?: Yes. Alara cases offer protection from everyday use. Alara Rugged cases have been tested to meet or exceed the U.S. Military Standard Drop Test from up to 10ft. The alara Slim case has been tested up to 4ft.
How does alara reduce my exposure to cellphone radiation?: With alara, your phone transmits less potentially harmful cellphone radiation towards your head or body.
How does alara protect me on the back of my phone? How is alara different from a shield?: alara is not a shield, it does not block cell phone radiation. alara contains an antenna engineered to pair with your cellphone's antenna to reduce your exposure to cell phone radiation while maintaining signal. A shield, which typically goes on the front of your phone blocks cell phone radiation, but also degrades your cell phone signal.
What is the FCC SAR limit?: In the United States, the Federal Communication Commission (FCC) sets the limit for public exposure to wireless energy at a SAR level of 1.6 watts per kilogram, averaged over 1 gram of body tissue.
A phone's SAR level must not exceed 1.6 watts per kilogram to be sold in the United States and receive certification from the FCC.
Can alara affect nearby people or devices?: alara does not increase the maximum signal your phone emits. Furthermore, the farther you are away from a phone, the intensity of wireless energy and your risk from exposure decreases exponentially. For example, at a distance of 10 inches away from the phone's antenna, the intensity of the wireless energy is less than one hundredth (1/100th) of the intensity at one inch away. So just as with a regular cellphone, the intensity of radiation that others may experience is extremely low relative to that of the primary user.
Does the Alara case offer any protection if you carry your phone in your pocket?: Alara significantly reduces Head and Body SAR, but in accordance with device manufacturer warnings, we recommend not keeping your cell phone on or near your body, including in your pocket, even with alara.
Can I use an alara case designed for a specific phone model on a different phone?: No. Every alara case contains custom-engineered built-in antenna technology that only works with the unique antenna structure of a particular model phone and its corresponding network.
Does alara protect the front of my phone?: Yes. Our cases are designed so that if you lay your phone on a flat surface, the edges of the case will keep the front glass of the phone from touching it.
I got water on my case, will the antenna continue to work?: The antenna in each of our cases is coated to prevent corrosion. A little water won't hurt. In case of accidental dunking, simply turn the case upside down, and allow the water to drain out and air dry.
How do I clean my alara case?: alara applies a unique paint finish to each case that provides a high quality look and feel and is easy to clean. Using a damp cloth, and wipe the case off. Easy!
Are alara cases heat sensitive?: We do not recommend leaving alara cases in direct sunlight or near heat over an extended period of time.
Is alara compatible with all other third party accessories?: The case is designed to work with the manufacturer's accessories supplied with your device. Every effort is made to accommodate common accessories, but all third party accessories may not be compatible.
Is alara compatible with Apple Pay?: Yes. The alara case is compatible with Apple Pay.
Is alara compatible with wireless charging?: Yes. The alara case is compatible with wireless charging.
Why is the opening on the iPhone Xr alara Slim and Rugged case wider than the Xr camera housing?: The reason for this is the case shares the same form factor as the 2019 iPhone 11 however the internal antenna has been optimized for each specific device.
California Prop 65 Warning: WARNING: Alara cases contain a chemical known to the State of California to cause cancer, birth defects or other reproductive harm. For more information about California Proposition 65, please visit the website maintained by the California Office of Environmental Health Hazard Assessment: http://www.oehha.ca.gov/prop65.html

Refunds, Returns, and Warranties

What is Gadget Guard’s Refund Policy if I purchased from a retail location?: For all Gadget Guard products purchased at retail locations, please contact your original location of purchase for their refund information.
What is Gadget Guard’s Refund Policy if I ordered directly from the website?: Any purchase from gadgetguard.com is fully refundable for 30 days from the initial date of purchase. If for whatever reason you are not satisfied with the product, your purchase price will be refunded with the exception of any shipping and handling fees. Please contact our Customer Support team for details.
What is the warranty on cases?: Gadget Guard’s case warranty applies only to Gadget Guard branded cases and is subject to the following terms. All Gadget Guard warranties are non-transferable and are only available to the original end-user. You must provide authorized proof of purchase. In the case of manufacturer defects or product failure due to normal wear and tear within one year of purchase, Gadget Guard will replace or repair the product at its discretion. If you have any questions, please contact our customer service department through our Contact Us page.
How do I get a case warranty replacement?: If you need a replacement case, please email customer service at support@gadgetguard.com
What Does Your Lifetime Warranty Cover?: Your Gadget Guard product tears, breaks, becomes scratched or is otherwise damaged while protecting your device we will replace it!

Our Lifetime Warranty is solely for Gadget Guard products and DOES NOT extend to the electronic devices they protect. We strongly suggest pairing our products with a impact resistant case to maximize protection.
Does the Lifetime Warranty on My Gadget Guard Cover My Device as Well?: Our Lifetime Warranty is solely for Gadget Guard products and DOES NOT extend to the electronic devices they protect. We strongly suggest pairing our products with an impact resistant case to maximize protection.
What does 'lifetime warranty' mean?: The lifetime warranty means that we will be able to replace registered guards as long as the device it is covering is being produced by the manufacturer.
Does Gadget Guard have a MAP Policy?: Yes, Gadget Guard has a MAP Policy, LEARN MORE