Mobile Device Protection & Delivery Service (Applied through May 31, 2019)

About Mobile Device Protection

If you are considering applying for the service when purchasing a new phone on or after Saturday, June 1, 2019, refer to "Mobile Device Protection Service".

Mobile Device Protection Service

Applicable: Customers who purchased summer 2013 or earlier models by Friday, May 31, 2019

If an issue occurs with your phone, a replacement phone is provided within two days from when the application was made.

  • Application : Required

    Monthly charge : ¥280~¥380*1
    No monthly charge for up to 31 days from date of the first application*2.

My docomo Compensation (Delivery of a Replacement Phone) Application pageMy docomo Compensation (Delivery of a Replacement Phone) Application pagein Japanese onlyNew window My docomo Compensation (Delivery of a Replacement Phone) Application pageNew windowin Japanese only
  • If you apply for delivery via My docomo, you will get a 10% discount on the subscriber's expenses.
  • The procedure can be performed 24/7 (open all year round) from the Internet.
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  • Monthly Charge

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    ¥280 or ¥380

    • The monthly charge is specified by DOCOMO depending on the model.

    No monthly charge for up to 31 days

    No monthly charge for 31 days from date of the first application.

    For customers who subscribe for the monthly charge of ¥300

    Use of this service for the monthly charge of ¥300 per month, etc. was scheduled to end on March 31, 2014, and the monthly charge of ¥380 or ¥280 depending on your model was scheduled to be applied from the following day, but provision of the service for the monthly charge of ¥300 was continued. With regard to the end date for provision of this service for the monthly charge of ¥300, DOCOMO will make a decision based on customers' usage and notify you in the future.

  • Phone Replacement in Case of Trouble

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    This service covers you against various kinds of trouble including water exposure, damage, and loss. You can use the service up to twice a year.
    If trouble occurs, we will offer a replacement phone (refurbished product) to you within two days from when the application was made.
    Starting Tuesday, September 3, 2019, the device can also be replaced at shops.

    Subscriber's expenses

    First time : ¥5,000, Second time : ¥8,000

    • 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 subscriber's expenses will be billed together with the usage charges for the FOMA, Xi "crossy", and other services.

    NEWService benefits

    1. WEB Wari
      If you apply for delivery of a replacement phone via My docomo, you will get a 10% discount on the subscriber's expenses.
    2. Express Delivery
      A replacement phone will be delivered within four hours after the completion of the service application to Tokyo's 23 wards and Osaka-shi, Osaka. This option costs you an additional shipping fee of ¥3,000.
    3. Shop Replacement
      If you find a shop that has your model in stock in Replacement Phone Available Shops (in Japanese only), you can get a replacement phone on the day you visit the shop.

    For details on the Replacement Phone Delivery and Shop Replacement services, see Offering a Replacement Phone page.

    Offering a Replacement Phone

    How to apply

    You can apply from My docomo, at a docomo Shop, or by phone.

    My docomo

    24/7 (open all year round)

    If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.
    Compensation (Delivery of a Replacement Phone) Application pageMy docomo Compensation (Delivery of a Replacement Phone) Application pageNew windowCompensation (Delivery of a Replacement Phone) Application pageNew window
    • If you apply for delivery via My docomo, you will get a 10% discount on the subscriber's expenses.

    docomo Shop

    The compensation procedure can be performed directly at a docomo Shop.

    If you find a shop that has your model in stock in Replacement Phone Available Shops (in Japanese only), you can get a replacement phone on the day you visit the shop.
    For details on Shop Replacement, see Offering a Replacement Phone.

    Business hours and compensation application acceptance hours differ depending on the shop. Please see the page of the corresponding shop for details.

    Phone

    open all year round

    You can apply for compensation (delivery of a replacement phone) at the Mobile Device Protection Service Center.

    • You cannot apply for Shop Replacement by phone.

    Mobile Device Protection Service Center

  • About Repair Fee Support in the Event of Trouble

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    Users of 2013 summer models or earlier models can use Repair Fee Support (in Japanese only) regardless of whether or not they have a Mobile Device Protection & Delivery Service subscription.

  • Terms of Use

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    Check the service conditions in the New windowTerms of Use (in Japanese only).

  • Notes

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    Notes on replacement phone offering service

    • Depending on the model you use, the same model may not be able to be provided.
    • The monthly charge after replacement may be a charge in accordance with the model after replacement. Consequently, please note that the monthly charge may become higher than before compensation was accepted.
    • Customers with FOMA models subscriptions may be encouraged to change your subscription to Xi when switching models at Mobile Device Protection Service Center.
    • Please apply for compensation within 30 days of the trouble 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 the notification, name of the police station where the notification was accepted, and the date and time.)
    • If the data in the old phone needs to be transferred, transfer the data yourself before sending the phone.
    • If you are not able to send your old phone to DOCOMO, you will be required to pay a penalty for breach of contract.
    • The penalty charge of Mobile Device Protection Service for a compensation application from September 14, 2016 is ¥40,000.
    • If a replacement phone is not delivered to you because you were not at home when it was delivered or the address was incorrect, the application for compensation will be automatically canceled.
    • Automatic cancellation is applied under the following conditions:
      <Delivery to your specified address>
      • Not being at home: The delivered replacement phone is returned to DOCOMO because it is not collected from the delivery company in time.
      • Incorrect address: The delivery company discovers that the specified address is incorrect.
      <Delivery to docomo Shop>
      Seven days pass since the date of arrival that you were notified of at the time of application.
    • If you find a replacement phone to be defective, please contact the Mobile Device Protection Service Center within 14 days including the compensation application reception date specified in "Replacement Phone Delivery Information" or "Compensation Application Confirmation".
      Before contacting, be sure to check "Frequently Asked Questions" in "Service Guidelines", which is supplied with the replacement phone.

    Other notes

    If there are any changes to the registration information you submitted to DOCOMO, such as the registered phone, contact a docomo Shop, New windowMy docomo (in Japanese only), or docomo Information Center. For information that needs to be reported, please check the FOMA service agreement or Xi service agreement.

    Service Agreement (in Japanese only)

    Notes concerning canceling Mobile Device Protection Service

    • You will not be able to reapply for this service until your next device purchase.
    • You will no longer be able to receive a replacement phone. You will need to purchase a new device in the event of a total loss.

    Service counter

    If you have any inquiries or questions about the service or want to report a change of the registered phone, contact the Mobile Device Protection Service Center.


  1. The monthly charge is specified by DOCOMO depending on the model.
  2. The application is limited to once per line upon first subscription to Mobile Device Protection & Delivery Service.
  • Apple, the Apple Logo, Apple Watch, iPad, iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. The iPhone trademark is used under license from AiPhone Co., Ltd. App Store, AppleCare, iCloud are service marks of Apple Inc., registered in the U.S. and other countries. TM and © 2019 Apple Inc. All rights reserved.
  • Android is a trademark of Google LLC.
  • Unless otherwise specified, all indicated amounts exclude tax.
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