Mobile Phone Protection & Delivery Service

Water damage, damage beyond repair, loss, theft, damage, malfunction

Some types of emergencies may not be covered.
Minor damage such as scratches, dirt, and paint peeling off, trouble resulting from disasters, intentional damage, handset modifications, etc. Please see Page will open in a new window.the usage regulations (in Japanese only) for details of the Mobile Phone Protection & Delivery Service.

A replacement handset (refurbished product) will be sent to you at home or your office.

Please double-check the number before dialing.

• 2 Communications charges do not apply for calls to numbers starting with 0120.
• 3 For after-hours service suspension, call 0120-524-360 (24 hours a day, in Japanese only).
• A replacement handset may not be delivered within one or two days for some areas or depending on the time you call.
• Please apply for compensation within 30 days of the emergency occurring. In case of theft or loss, please apply after suspending service and notifying the police. (DOCOMO may confirm information such as the notification receipt number issued by the police, person who accepted notification, name of the police station where notification accepted, and date and time.)
• If data needs to be transferred from your old handset, please do so yourself before sending the handset.
• Refurbished products are handsets collected from customers that have been repaired, had their covers replaced, and undergone quality checks, and then reset to the same state as a new product.

You can use the service up to twice a year. The service can be used once more during the one year period from the day an application was made to use the service.

• Even if you cancel the service and then subscribe again, the number of times that you have received compensation is not reset.
• Even if you change your handset model, the starting date and number of times that you have received compensation are not reset.

No monthly charge when first application

Monthly charge waived for a period of 30 days starting from first application4

4 If you do not cancel this service, charges will apply after the free period ends.

Customers who subscribed to this service on or after February 1, 2011
(This is limited to only when a subscription is made to this service with a FOMA subscription using a Value Plan or an Xi "crossy" subscription using an Xi data communications dedicated plan.)56

• 5 If a customer who is using this service with the old usage charge (¥315/month) changes the mobile phone applicable for protection on or after February 1, 2011, and the current usage charge (monthly charge of ¥294 or ¥399) is applied (limited to only when a subscription is made to this service with a FOMA subscription using a Value Plan or an Xi "crossy" subscription using an Xi data communications dedicated plan), the date of change will be treated as the date of application and this special bonus will also apply.
• 6 This special bonus is even applicable if you have received the special bonus of no monthly charge for 30 days on or before January 31, 2011.

You will receive a present of docomo Points when changing models7 if you have continued to be subscribed to this service with the same model for two years or more8 in the past from the date of changing applicable models9 and have not used the service as a result of not experiencing any trouble.

• 7 If the conditions for earning mobile phone compensation points are satisfied when you change models.
• 8 Not available if the handset applicable for compensation has been replaced within the last two years as a result of changing models.
• 9 docomo Points can be applied to the handset purchase cost when you change models.

Customers who subscribed to this service on or after January 1, 2010

		Whether service used
		When this service not used (compensation not received)10	When this service used (compensation received)10
Date bonus used	Customers who change models on or after January 1, 2012	Present of 2,000 points	No present

10 Depends on the service usage status over the past two years from the date of changing models.

¥294 or ¥399
(The charge is for customers who newly subscribe to this service on or after February 1, 2011, or are already subscribed to this service by January 31, 2011, and change protection applicable mobile phones by, for example, changing models.)

The monthly charge differs depending on the model.

1st time: ¥5,250, 2nd time: ¥8,400
(The charge is for customers who newly subscribe to this service on or after February 1, 2011, or are already subscribed to this service by January 31, 2011, and change protection applicable mobile phones by, for example, changing models.)

• This service can be used up to twice a year, with the day on which the service is first used (an application is made for compensation) counting as the initial date of use. The initial date of use and the number of compensation times are not reset even if the mobile phone applicable for protection is changed (monthly charge is changed).
• The charge of "1st time: ¥5,250" will be applicable only if you have not used this service (made an application for compensation) within the past year from the time of application for compensation.
  With regards to the usage charge after a change on or after February 1, 2011, if you continue your subscription to this service and use compensation, the charge will be "2nd time: ¥8,400" if you have used compensation within the past year from the time of application for compensation.
• A separate card issuing fee of ¥3,150 will apply if the DOCOMO UIM Card (FOMA Card) is reissued at the time of compensation.
• Various discounts cannot be applied to monthly charges or the subscriber's expenses. (docomo Points can be applied to the subscriber's expenses incurred when compensation is used starting from compensation usage from April 1, 2011.)
• The subscriber's expenses will be billed together with the usage charges for the FOMA service and other services.

• docomo Premier Club members
• Application must be made within 14 days of purchasing a handset compatible with FOMA or Xi "crossy", including the day of purchase.
• The applicable handset must not already be sustaining trouble.

Please see (Open this content in a new window)the usage regulations (in Japanese only) for details.

Applications can be made by i-mode, phone, or at docomo Shops.

You can apply at (Various applications/procedures) via i-mode.

• A network PIN is required to use this site.
• Operation procedures on the actual screens are in Japanese.
• Apply from the handset that will become applicable for compensation.
• You may not be able to apply depending on your current subscription status.

Online Procedures / References: When Accessing From i-mode (Customer support)

If you cannot apply from (Various applications/procedures) of i-mode, contact docomo Information Center.

General Inquiries (docomo Information Center)

Applications are accepted at docomo Shops.

• Business hours differ by shop. See the pages of individual shops for details.
• Application at a docomo Shop counter is only available on the day of purchase of the handset applicable to this service.

Search for nearby docomo Shops

0120-210-36011 (in Japanese only)

Hours
9 a.m. to 8 p.m. (open all year round)12

Please double-check the number before dialing.

• 11 Communications charges do not apply for calls to numbers starting with 0120. May not be accessible from some IP phones.
• 12 For after-hours service suspension, call 0120-524-360 (24 hours a day, in Japanese only).
• A replacement handset may not be delivered within one or two days for some areas or depending on the time you call.
• Please apply for compensation within 30 days of the emergency occurring. In case of theft or loss, please apply after suspending service and notifying the police. (DOCOMO may confirm information such as the notification receipt number issued by the police, person who accepted notification, name of the police station where notification accepted, and date and time.)
• If data needs to be transferred from your old handset, please do so yourself before sending the handset.
• The procedure to use this service (apply for compensation) cannot be performed at a docomo Shop or the docomo Information Center. Contact the Mobile Phone Protection & Delivery Service Center.

• Please apply for compensation within 30 days of the emergency occurring. In case of theft or loss of the handset, DOCOMO will confirm information such as the notification receipt number issued by the police or the person who accepted that notification before commencing procedures.
• Please note that use of the phone may be restricted by methods such as handset lock in cases that fall under the term of service such as application for compensation due to loss or theft.
  Furthermore, DOCOMO shall bear no responsibility for damages etc. incurred by the subscriber or third parties from such restriction of use.
• The replacement handset will usually be the same model and color as your old handset. If a handset of the same model or color cannot be provided due to unavailability of stock, the applicant will receive a handset of a model and color designated by DOCOMO.
• The old handset you send to DOCOMO will usually be refurbished and used as a replacement handset with the service.
• If you are not able to send your old handset to DOCOMO, you will be required to pay ¥42,000 as a penalty for breach of contract. If your old handset was lost or stolen, please send your handset to the location designated by DOCOMO should it be found.
• Please delete all data stored on your old handset that can be deleted before sending it to DOMOCO. (Data includes the Phonebook, sent and received mail, photos, data for individual services such as e-money in the IC card and points [if using "Osaifu-Keitai" services], and other data.)