Protection : Repair and Delivery Support

Replacement mobile phone delivery service

In the event of malfunction, damage, loss, or other trouble involving the mobile phone which you are currently using, this service will deliver a replacement mobile phone of the same model in the same color (a refurbished product). The replacement will generally be delivered to you on the day following your claim submission. In some cases it may be delivered on the same day.

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3-hour express delivery & same day delivery

The replacement can be delivered to the address you have specified (within Japan only) on the day of the application. Delivery can be within 3 hours of the application only within the 23 wards of Tokyo and all areas of Osaka City [1]. Same day delivery is available if you submit your application by 12:00 noon in the Kanto, Kansai, and Chubu regions [2], or by 11:00 AM in the Kyushu region [3]. [4]

  • For other areas and submission times, in general the replacement will be delivered to you the following day [4].
    Delivery may also be delayed in the event of bad weather or poor traffic conditions. Hours may be shortened or suspended at times such as during the Obon season, during the end of year and New Year holidays, and periods when traffic congestion is expected.
  1. Submission hours: 9:00 - 17:00, Charge: ¥3,300 per use
    Eligible models: Smartphones, tablets, and mobile phones (4G LTE), data communication devices, Photo Storage devices (4G LTE), and stand-alone routers sold in or after October 2018
  2. Kanto region: Ibaraki, Tochigi, Gunma, Saitama, Chiba, Tokyo, Kanagawa, and Yamanashi prefectures
    Chubu region: Aichi, Mie, Gifu, and Shizuoka prefectures
    Kansai region: Shiga, Kyoto, Osaka, Hyogo, Nara, and Wakayama prefectures
  3. Kyushu region: Service started from March 17, 2020 in Fukuoka, Kitakyushu, Saga, Oita, Nagasaki, Miyazaki, Kagoshima, and Kumamoto cities (excepting some areas).
  4. Some areas are excepted.
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Picking up in a convenience store

You can also choose to pick up the replacement mobile phone at a convenience store. It will be delivered to the store you selected as quickly as the following day.

  • Limited to online submission (PC, smartphone, etc.).
  • When picking up at a convenience store in Hokkaido, Okinawa, and remote islands, pick-up is available on the second following day.
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Receiving shipments at the delivery pickup locker

You can choose to receive shipments at the delivery locker.
The shipment will arrive at your locker on the day after you order at the earliest.

  • Limited to online submission (PC, smartphone, etc.).
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Web discount

If you file a claim online (au website), you will get a ¥1,100 discount from the charges.[6]

  • Limited to online submission (PC, smartphone, etc.).
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Liquid crystal protective film application

Delivered with liquid crystal protective film applied neatly.

  • Eligible models: Smartphones, tablets and mobile phones (4G LTE) sold in or after October 2018 (Not available for au Certified.)
  • Be aware that due to reasons of the product characteristics, liquid crystal protective film cannot be applied to the Galaxy Z Fold3 5G SCG11, Galaxy Z Flip3 5G SCG12, Galaxy Z Fold2 5G SCG05, Galaxy Z Flip 5G SCG04, Galaxy Z Flip SCV47, or Galaxy Fold SCV44.
  • The liquid crystal protective film is designated by KDDI.
  • Not guaranteed to be free of scratches on the surface or lifting and peeling on the edges.
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Replacement with a mobile phone of the same model and same color

We will replace with a refurbished product of the same model and same color (including new battery).

  • If the same model in the same color is difficult to provide, a replacement mobile phone of a model and a color that are specified by KDDI is provided.

Eligible problems

Malfunction, partial damage, total damage, exposure to water, theft and loss

  • The following incidents are not eligible: scratch, stain, minor damage such as peel-off paint, trouble due to a natural disaster, deliberate damage, altered phone, altered software, analysis, problem due to computer virus or other troubles.

Fees paid by customers for using this service

1st use

2nd use

au contract is 25 months or more (with the long-term use benefit applied) [5]

au contract is fewer than 25 months

au contract is 25 months or more (with the long-term use benefit applied) [5]

au contract is fewer than 25 months

Fees paid by customers

¥3,300

¥5,500

¥6,600

¥8,800

No replacement mobile phone + after the Web discount is applied [6]

¥2,200

¥4,400

¥5,500

¥7,700

  1. Customers whose au contract is 25 months or more, and their family members, receive a ¥2,200 discount as a benefit for long-term use. If a phone line subscribed to this service or a phone line under the same Family Discount includes a phone line with an au contract that is 25 months or more, the phone line subscribed to this service is eligible for the benefit for long-term use. For customers using a data communication device or tablet, this discount applies to customers who are subscribed to a set discount (WIN Single Set Discount or Smartphone Set Discount) and have been under the contract of the line eligible for the set discount for 3 years or more.
  2. The charge is discounted ¥550 if you will not use a temporary device, and further discounted ¥550 if the claim was submitted online (au website). (Because loan of a temporary device is not available when the claim is submitted on the au website, both discounts are applied automatically.)

About the use count and fees paid by customers

This service can be used twice within a one-year period, beginning the day on which this service is used (claim approval) as the starting date. If you have not used this service in the past year at the time of filing a claim, the fee is ¥5,500 *1. If you have, it is ¥8,800*2. However, this service is provided for free in the case of malfunction within the one-year *3 warranty period from the day of your purchase.

  1. ¥11,000 for Galaxy Z Fold3 5G SCG11, Galaxy Z Flip3 5G SCG12, Galaxy Z Fold2 5G SCG05, Galaxy Z Flip 5G SCG04, Galaxy Z Flip SCV47, and Galaxy Fold SCV44.
  2. ¥16,500 for Galaxy Z Fold3 5G SCG11, Galaxy Z Flip3 5G SCG12, Galaxy Z Fold2 5G SCG05, Galaxy Z Flip 5G SCG04, Galaxy Z Flip SCV47, and Galaxy Fold SCV44. ¥11,000 for au Certified.
  3. 30 days after the date of purchase for au Certified.
  • Incidents such as the following are not eligible: scratches, stains, minor damage such as peeling of coating, trouble caused by natural disaster, deliberate damage, altered phone, altered software, analysis, and problem due to computer virus.

Claim submissions are limited only to persons who have subscribed to Repair and Delivery Support.

Other services

Data recovery

Data recovery support

Support for data recovery in the event of contact with water and when damaged!

Recover image, video, and contact data from a device that have been broken due to exposure to water or damage. Removed data will be given to you on a USB memory device.

  • Eligible models: 4G LTE smartphones, 4G LTE tablets, and 4G LTE mobile phones sold in October 2018 and later
  • Charges: ¥5,500 per use (when successful), free when subscribed to au Smart Pass Premium.
  • Number of uses: once a year

Collect-and-repair services

Three-year warranty service

Malfunction that is covered by the warranty is repaired for free for 3 years.

  • If malfunction results from proper use according to notes or other information in an instruction manual or other documents during the warranty period, it is covered by the warranty and is repaired for free.
  • The warranty period that is described in the warranty is one year from the date of purchase. In the case of subscription to Repair and Delivery Support, the period is extended to three years from the date of purchase that is described in the warranty (the warranty period of a prepaid-designated phone is one year).

Repair fee discount service

Even for a malfunction not covered by the warranty that is neither exposure to water nor total damage, the repair fee is capped at ¥5,500.

Renewal service for exposure to water and total damage

If a customer's au mobile phone cannot be used due to exposure to water, total damage or other incident, the phone is renewed for ¥11,000!

  • Renewal means that mechanical parts, outer case and battery pack of an au phone are replaced to rejuvenate it.
  • Application of the "Renewal service for exposure to water and total damage" is applied based on a determination of "exposure to water and total damage" at a repair site that is specified by KDDI.

Notes

[Replacement mobile phone delivery service]

  • A member of your family cannot apply for this service as a third-party agent.
  • The delivery address must be within Japan. If a third-party agent applies for the service or the service is in the name of a business, the address is limited to the contract address and billing address.
  • In the event of damage, exposure to water, theft, or loss, apply online. In the event of spontaneous malfunction, apply by phone because it requires a diagnosis.
  • After a mobile phone is collected from a customer, it is repaired, its outer cover is replaced with a new one, and its quality is checked. Then, it is initialized before being provided as a replacement mobile phone (refurbished product).
  • The fee is billed with the monthly usage fee.
  • In the event of theft or loss, an au IC card has to be reissued when using this service. In such a case, the au IC card reissue fee of ¥2,200 (¥110 discount for 4G LTE models) is separately required.
  • In the event of theft or loss, file a report with the police department, fire department or other public agency before contacting KDDI. When a device protection claim is filed, you are asked for the name of the agency where the report was filed, as well as the date and file number of the report. Connections to a network from the old mobile phone may be restricted.

[Collect-and-repair services]

  • Damage or malfunction due to a deliberate act, negligence, or alterations (including disassembly and alteration, part replacement, or painting) is not covered by the warranty.
  • Not available for au Certified.
  • Customers with a povo contract may not apply for collect-and-repair services at an au Style/au shop or a Toyota au dealer.
  • All of the indicated amounts include tax unless otherwise specified.
  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Tagalog

      0120-933-952(Toll Free)

    • Vietnamese

      0120-933-961(Toll Free)

    • Japanese
      about au mobile services

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

      about Internet services
      Contract / Fee / Billing

      0077-7084(Toll Free)

      Connection setting / failure

      0077-777(Toll Free)

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