FAQs

• Where can I use my CarePAK PRO benefits?
  CarePAK PRO is valid for sale exclusively within the USA, limited to the 50 states and District of Columbia. All registered users must reside within the 50 States or District of Columbia. Any damage that occurs outside of the USA is fully covered but the damaged product must be returned to a Canon USA factory service location.
• What does CarePAK PRO cover?
  CarePAK PRO covers your product for one incident of unintentional or accidental damage. In addition, CarePAK PRO offers enhanced protection, above the manufacturer's limited warranty. In the event that your product requires service during your coverage period, CarePAK PRO covers the cost of service including Canon genuine parts and labor or a comparable Canon refurbished replacement at our discretion. Please refer to "What is Covered – General" in the Terms and Conditions for more details.
• Are there conditions or limitations on CarePAK PRO?
  CarePAK PRO is available on products purchased from a Canon Authorized Dealer. Abuse, misuse, and fraud are not covered. For more details, please refer to "What is Not Covered (General Exclusions)" in the Terms and Conditions.
• Where can I purchase CarePAK PRO?
  Purchase CarePAK PRO with your Canon product when shopping at an Authorized Retailer, on Canon Direct or by calling 1-833-CAREPAK (1-833-227-3725). CarePAK PRO is available on products for up to 90 days from product purchase date. CarePAK PRO is subject to availability and not available on all products.
• What is the coverage period of CarePAK PRO?

  Your CarePAK PRO coverage shall begin on the date of your CarePAK PRO purchase, and shall be in effect from the original purchase date or delivery date (if different from product purchase date) of your product based on the length of the plan purchased. The coverage end date is printed on the welcome/activation confirmation letter sent after you have activated your CarePAK PRO. Canon reserves the right to verify product and contract eligibility and may reject or modify enrollment term if product, coverage or original product purchase date is incorrect.

  For example, if you purchase a CarePAK PRO Plan with a 4-year term:

  • Purchase Date or Delivery of Canon Equipment: 1/1/2024
  • Purchase Date of Service Plan: 2/15/2024
  • Plan Term: 4 Years
  • Effective Date of Plan: 2/15/2024
  • Expiration Date of Plan: 12/31/2027
• Do I need to activate CarePAK PRO after I purchase it?
  Yes. After you purchase CarePAK PRO, you will receive an email with your order confirmation and activation link. Within this email you will find your CarePAK PRO activation code. You must activate your CarePAK PRO in order to obtain service. Please keep a copy of your welcome letter (with activation code) and a copy of your hardware sales receipt; you will be required to provide them in order to obtain service. Contact us at 1-833-CAREPAK (1-833-227-3725), if you have questions or need assistance with activation.
• How do I obtain service or verify coverage?

  To expedite service or verify coverage, call our Customer Care Center at 1-833-CAREPAK (1-833-227-3725). We'll confirm your CarePAK PRO coverage and collect your hardware proof of purchase and help you arrange for a repair.

  Camera, Video and Lens customers have the added convenience of arranging a repair online by visiting our Product Repair page. Please have your CarePAK PRO activation number available and a copy of your hardware sales receipt to send in with your product. Please refer to "Obtaining Service" in the Terms and Conditions for complete details.

• Can I cancel CarePAK PRO?
  You may cancel CarePAK PRO for a full refund within thirty (30) days of the original date of your CarePAK PRO coverage if you have not made any service claims. Please refer to "Cancellation" in the Terms and Conditions for complete details.
• Can I transfer CarePAK PRO to another person or transfer to a different product?

  The original owner of CarePAK PRO may initiate a one-time transfer of ownership. You will be required to provide your activation number and a copy of your hardware sales receipt. Contact us at 1-833-CAREPAK (1-833-227-3725). Please refer to "Transferability" in the Terms and Conditions for complete details.

  This plan cannot be transferred to a different product. Your CarePAK PRO plan is tied to the serial number of the original covered product, or replacement product, if applicable.

• What is Image Recovery?

  Image Recovery is a benefit of CarePAK PRO 2, 3 and 4 year plans for products with a memory card slot, that covers your photos and videos stored on the removable memory card inside your camera, video camcorder, or printer. If the memory card becomes damaged and cannot be read by the product we will send it to ATP Data Services to have the Data (your pictures and videos) recovered and placed on a new memory card or USB drive.

• Am I covered for normal "wear and tear"?

  Yes, service to address normal wear and tear is covered. An example of this would be a DSLR Camera that needs to have the sensor cleaned or an EF Lens that has dirt on the front or rear optical glass. This kind of normal use can be sent in for a repair at any time and will be covered under the Canon CarePAK PRO plan.

• Can I purchase CarePAK on a refurbished Canon product?

  CarePAK can be purchased on a Canon factory-refurbished product. If you want to purchase a CarePAK for your Canon factory-refurbished product, you can select a plan directly on the product page at the time of purchase. If you don’t see CarePAK available on the product page, please go to www.usa.canon.com/carepak-pro. Enter your model name, select your plan, add to cart and make your purchase. You have 90 days after the product purchase to purchase a CarePAK either directly from Canon or from a Canon authorized dealer.