Frequently Asked Questions

Below are some helpful questions and answers about your CarePAK PLUS service plan. If you have any additional questions or concerns, please contact us via email or phone.
carepakplus@cits.canon.com (Response within 1 business day)
1-833-CAREPAK (1-833-227-3725) Cameras: Monday - Friday 9am to 9pm ET, Saturday 9am – 7pm ET (excluding Canon holidays) and Printers: Monday – Friday 8am to 8pm ET (excluding Canon holidays)
Sales – 1-800-OK-CANON (1-800-652-2666) Monday – Sunday 9am-9pm (excluding Canon Holidays)
1. Where can I use my CarePAK PLUS benefits?
CarePAK PLUS 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.
2. What does CarePAK PLUS cover?
CarePAK PLUS covers your product for one incident of unintentional or accidental damage. In addition, CarePAK PLUS offers enhanced protection, above the manufacturer's limited warranty. In the event that your product requires service during your coverage period, CarePAK PLUS 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.
3. Are there conditions or limitations on CarePAK PLUS?
CarePAK PLUS is available on products purchased within 90 days from the Canon online store or a Canon authorized dealer. Abuse, misuse, and fraud are not covered. For more detail, please refer to "What is Not Covered (General Exclusions)" in the Terms and Conditions.
4. Where can I purchase CarePAK PLUS?
Purchase CarePAK PLUS with your Canon product when shopping at an authorized USA retailer, on Canon Direct or by calling 1-833-CAREPAK (1-833-227-3725). CarePak PLUS is available on products purchased within 90 days from Canon Direct. CarePAK PLUS is subject to availability and not available on all products. Please visit Canon Direct to find out if CarePAK PLUS is available on your product.
5. What is the coverage period of CarePAK PLUS?
Your CarePAK PLUS coverage shall begin on the date of your CarePAK PLUS purchase, and shall be in effect for 2-4 years from the original purchase date of your product. The coverage end date is printed on the welcome/registration confirmation letter sent after you have registered your CarePAK PLUS. 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 PLUS Plan with a 3 year term:
  • Purchase Date of Canon Equipment: 1/1/2018
  • Purchase Date of Service Plan: 2/15/2018
  • Plan Term: 3 Years
  • Effective Date of Plan: 2/15/2018
  • Expiration Date of Plan: 12/31/2020
6. Do I need to register CarePAK PLUS after I purchase it?
Yes. After you purchase CarePAK PLUS, you will receive an email with your order confirmation and Registration Link. Within this email you will find your CarePAK PLUS registration number. You must register your CarePAK PLUS in order to obtain service. Please keep a copy of your welcome letter (with registration number) 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 registration.
7. 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 PLUS coverage and collect your hardware proof of purchase and help you arrange for a repair.

Camera, Video, Lens, Flash, Binocular and Projector customers have the added convenience of arranging a repair online by visiting our Product Repair Page. Please have your CarePAK PLUS registration 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.

Printer, Scanner and Multifunction Printer customers must call 1-833-CAREPAK to initiate InstantExchange service. A defective product is exchanged for a comparable refurbished product on an expedited basis. The replacement product is typically shipped the second business day. Please refer to "Obtaining Service" in the Terms and Conditions for complete details.
8. Can I cancel CarePAK PLUS?
You may cancel CarePAK PLUS for a full refund within thirty (30) days of the original date of your CarePAK PLUS coverage if you have not made any service claims. Please refer to "Cancellation" in the Terms and Conditions for complete details.
9. Can I transfer CarePAK PLUS to another person or transfer to a different product?
The original owner CarePAK PLUS may initiate a one-time transfer of ownership. You will be required to provide your registration 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 PLUS plan is tied to the serial number of the original covered product, or replacement product, if applicable.
10. What is Image Recovery?
Image Recovery is a benefit of CarePAK PLUS 2, 3 and 4 year plans for DSLR, VIDEO, and PRINTER 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 Seagate Recovery Services to have the Data (your pictures and videos) recovered and placed on a new memory card or USB drive.
11. Am I covered for normal "wear and tear"?
Yes, if the covered product needs service it will be 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 CarePAK PLUS plan.