ATTENTION: Due to the lockdown of metropolitan Melbourne we are suspending our Pick Up service at our Melbourne CBD office as of the 9th of July. We will be unable to fulfil Pick Up orders after this date. Click HERE to read the latest updates from us about COVID-19.

Got a question? Shoot us an email

Couldn't find what you're looking for in our FAQs, feel free to send us an enquiry.

Help with Delivery

I have just placed an order, where can I receive my tracking details?

A tracking number will be generated once your order has been shipped. These details will be emailed to you within 24 hours (max) of your order being shipped.

To track your postage please visit the following Australia Post page: https://auspost.com.au/parcels-mail/track.html#/track

If you have not received your tracking details within 24 hours of your order being shipped, please feel free to contact us via our online form, email or Live Chat.

Don’t worry - we know you cannot wait to receive your shiny new phone, we work hard to ensure it goes out each day before 12.30pm.

How much will the delivery cost?

Other than eParcel or Express post, delivery is 100% on us :)

What if I want eParcel Post?

You can pick the eParcel delivery option for only $16.90 during the checkout portion of your order.
This will take approximately 2-7 business days and is insured.

What if I want Express Post? (Fast Shipping)

You can pick the Express Post delivery option for only $19.90 during the checkout portion of your order.

This will take approximately 1-2 business day and is insured.

When will my order be dispatched / shipped?

Same day shipping for ZipPay & PayPal:
PayPal & ZipPay: Orders placed on a business day will be dispatched the same day if ordered by 12.30pm. Orders placed after 12.30pm or on a non-business day (weekend, public holiday) will be shipped the next business day.

Credit Card - same day shipping IF verified at checkout:
For new customers using a new credit card, you will be required to verify your order at the checkout. If you verify your card at the checkout, your order will be dispatched same day if ordered before 12.30pm (business days)
If you do not verify your credit card until after 12.30pm, it will be shipped the following day.

Once you confirm this information with us via email, we will pop your order in the post the very next business day.

Do you offer Pick-up / Click-and-Collect ? How long does it take?

We offer a free pickup service for anyone that’s in Melbourne and wants to purchase a device over $149, located conveniently in the Melbourne CBD, Little Collins Street. The service is available from Monday to Friday 9am - 4.45pm.

You can pick-up your order within 2 hours.

You need to place an order on the website first - select “Pickup Option” under the payment option.

You can pay for the item when you pick-up via cash or credit card when you come in (There is no fee for paying with either option)

Please note you cannot return your item if it’s picked up for warranty purposes it must be sent back in the mail.

Note: Orders placed after 3:30PM will not be available for same day pickup, however will be available for pickup from 9:00AM the next business day.

More about this service here: https://help.ozmobiles.com.au/hc/en-us/articles/360001543956-Pick-Up-your-device-from-OzMobiles-today-Melbourne-only-

Oops! I just put in the wrong delivery address - can I change it?

If you realise your address was entered incorrectly it is best to contact our LiveChat team

If you contact us BEFORE 12.00pm Monday to Friday, we will be able to update it for you before the shipping process starts

If you contact us AFTER 12.30pm Monday to Friday, we will do our best to update it for you but some items may have already been dispatched. Our friendly LiveChat agents will let you know

How long will shipping take? (Once Shipped)

All shipping times are an estimate, but Australia Post advises that Express Post will take 1-2 business days (for metro areas) and 2-7 business days for eParcel or Free Shipping.

ANNOUNCEMENT: In lieu of Covid-19, you might experience a delay of arrival of your parcel by 1-2 business days for both Standard and Express shippings. We have received reports of such incidents and we apologise for this inconvenience. Please note that this is beyond our control, however, we are closely monitoring the shipments to ensure that you receive your parcels.

If I choose pick-up can I come in and look at the phone?

Whilst we’re proud of being able to offer an easy option of getting your phone fast, our pick-up option is run a bit differently to a retail store. You still need to place an order on our website using the pickup option and we then organise the stock to be available for you to collect once ready. Therefore we don’t have a set-up for you to be able to come in and look at phones to choose one.

However, the good news is that no payment is required upfront when placing a pickup order. There is no obligation to purchase the phone in the extremely unlikely case that you’re not satisfied with the device you’re picking up.

Help with Payment

I am being asked to verify my Credit Card / Order, what now?

If you are purchasing from us for the first time, and using a credit card you will be asked to verify your credit card so we can protect you and ourselves from Fraud.

To verify your order, please log in to your account by logging into your account and go through the prompts and enter the amount as it appears on your credit card statement (online). If you cannot do this, if you need some help please contact us on Live Chat OR send an email via our Help Centre we will be with you right away.

Why are we asking you to do this?

We purposely charge an amount under your order total, so you can prove it's your card by accessing your account.

To read more about this process please click here;
https://ozmobiles.com.au/credit-card-authentication

What is Zip-Pay? How does it work?

Zip Pay is a convenient service for our customers to buy their phone now and pay later - without paying any in interest.

You can be approved for up to $2,000 depending on what Zippay approve you for. Although they operate independently from us, their sign-up/credit process is quick and easy.

Our team is unable to assist you in opening an account with them if you do run into any credit problems though, that’s something we have no control over. Please visit this page to read more about their service before you buy: https://zip.co/how-zip-works

Do you have AfterPay?

We do not have AfterPay, but we do have ZipPay. You can read more about how ZipPay works here: https://zip.co/how-zip-works

Afterpay does not currently support online electronics retailers, we hope they will soon!

Why won’t your site let me check out?

Before checking out please ensure that you have filled out every available field, including your name, address, delivery method, and payment method.

If the “Place my order now” button is not lit up then you may be missing some information. Please contact us on LiveChat and we can assist you immediately.

Do you offer discounts? Are your prices negotiable?

As our prices are already competitive for Australian stock, we are unable to offer any further discounts.

I’m having issues placing my order - help!

If you’re having any difficulties placing your order we firstly recommend that you clear your cache/cookies in your preferred browsers settings, and then re-loading our website to try again.

If this is still not working we then recommend trying an alternative browser as this will normally fix any issues.

If you’re still having issues in completing your order after these steps we urge you to contact us directly so we can look into this promptly for you via livechat. Please give us as much information as possible.

We get orders in within minutes of a time, so we're generally aware of there is an issue.

Help with Devices

Help! I've just ordered the wrong device! What do I do?

Don't worry, we can certainly help you! Here's what you'll need to do:

Place a new order for the correct device you are after.
Once you place the new order we can refund the first order in full, you'll just need to get in touch with us by submitting an enquiry.

Why is there a 15% restocking fee if I return my device? I thought it was Free Returns?

The re-stocking fee is only charged in instances where a device is returned to us in a different condition than what it was sold as, or if the device is returned to us without the box or accessories.

This fee is to cover the depreciation of the device’s value. If you return the device to us in the same condition it was purchased under, and if you return the box accessories, no re-stocking fee will be charged.

What condition are your devices in?

Our devices come in 3 basic conditions; pre-owned (3 grades), ex-demo and new. All of our devices come with a 12 month warranty, most with manufacturers warranty too. Please read more about how we grade our phones here: https://ozmobiles.com.au/conditions

How is the battery health of your devices?

In terms of Apple; we guarantee that every Apple device we sell will have an absolute minimum battery health level of 80%, often this will be much higher.

Our Android devices have also been tested using our 72-point check so they are also in good working standard, Androids don’t currently have a standard we can put here.

To read more about our battery health guarantee for our Apple only please visit this page: https://help.ozmobiles.com.au/hc/en-us/articles/360001544076-Worried-About-Battery-Life-

Can I see a photo of the device before I buy it?

We are not able to supply photos of individual devices because of the sheer volume that are shipped every week, it’s just not possible.

We also want to provide realistic expectations, as each device can differ just slightly we would not want to provide false expectations.

If you want to learn more about the different condition standards for our mobile devices visit this page: https://ozmobiles.com.au/conditions.

We offer 30 day “Change of Mind” refunds for customers who are unhappy with their device when they receive it.

I cannot find a specific device on your site - do you have it in stock? How long until you get it in stock?

We source our phones through multiple sources (All Australian) but cannot ever be sure exactly what stock we may have coming in.

We have a huge variety available, we suggest selecting something similar or close to what you want :-) There is currently no way to know when a new model might come into stock.

What accessories will come with your mobile phones?

With every phone that we sell we include a box, SIM eject tool, a charging brick, and a cable. Any device that’s sold NEW will come with an original box. Many ex-demo devices also come with original boxes, but sometimes we may receive a plain white box with our logo on it. You can buy additional accessories with your phone like cases, headsets, extra cables and chargers all available on our website conveniently with no extra shipping cost (will be sent in the same parcel).

A sim card will not be shipped with the phone.

Do I receive any kind of warranty with my purchase?

Yes absolutely!
We provide 12 months OzMobiles warranty for all of our devices!

Coverage:This covers any manufacturing faults (software or physical faults) that you may have with your device. Please note: This does not cover any damage that is caused by mishandled use or liquid damage.

You can also purchase an extra 12 months of OzMobiles Extra Care for iPhones - this will cover you for an extra 12 months after the initial warranty expires.

Can I use the SIM I already have with the device I purchased?

Yes you can, but you will need to confirm that it is the correct size.

The first thing you should do is check to see what type of SIM you have with your current device. The most common sized SIM cards that are used today are 'nano' and 'micro' sim cards.

Each device on the OzMobiles page will have the SIM type listed beneath in the device specifications. Once you determine if the SIM is the same size, you can use your current sim with your newly purchased device.

I have an issue with my device, what do I do?

If you have a support issue with your device, we would be more than happy to assist you with your query.

If this occurs, please send us through an email through our Help Centre with your order details and any information regarding your support issue to our support team.
One of our friendly support agents will get back to you via email within 1 business day of your query.

Please note: As we are an online company, our Live Chat services are able to assist with general inquiries only. If you have a support issue, the quickest way to have your issue looked at is by contacting us through our Help Centre.

How can I find out more about a product that you are selling?

To learn more about what one of our products, please read the Features and Specifications sections on the individual device listing.

Are the devices you sell refurbished? Or Second-Hand? What’s the difference?

Yes, by refurbished they have all undergone a 72-point software check, a clean and or repair to ensure they are operating at peak performance.

If the battery is under 85% then it will be replaced.

We take pride in the quality of what we sell, and want to ensure you have an awesome experience the first time.

All of the stock we sell is 100% Australian sourced, and all made specifically for Australian networks. All of our devices come with a minimum of 12 months warranty, and we offer extended warranty for extra peace of mind.

Are your phones unlocked? Can I take it Overseas?

Yes! Our phones are 100% unlocked and can be used on any network - so you can use them on your preferred or existing provider.

What accessories come with your iPad’s / Tablets?

With every iPad or Tablet we send a charger (higher watt/voltage) and a cable only. There are some of our tablets which are NOT sent with an original box, please check the listings carefully.

Unfortunately because there are so many different sized boxes with iPads/tablets they can be difficult to source.

Do you sell phone plans?

We only sell phones outright, we currently do not have any partnerships with any mobile phone plan providers. This gives you the advantage of choosing any plan you want on any network :)

What’s your cheapest phone?

The easiest way to find our cheapest phones available is to choose your preferred brand at the top of our website (iPhones, Samsung, Google, Huawai, Other or Tablets) and then choosing to sort by ‘Price (Low to High)’ - this will display our cheapest phones available.

For example this will take you to the cheapest iPhones;
https://ozmobiles.com.au/shop/cheap-iphone/?sort=price-asc

Are your new phones sealed?

Package seals may have been broken to check quality or perform basic testing. Please rest assured that our new devices are "Never used", just like you would buy in a store, with full Manufacturers Warranty. Our iPhones have never been activated.

If you’re happy to receive a phone that’s new but not sealed, this is the phone for you.

What version of iOS/Android will the phone have? Can I request a certain version?

As we deal with thousands of devices on a weekly basis, we are not quite sure which exact version of iOS, Android or other operating systems that your device will be pre-loaded with, nor can we guarantee an exact version. We recommend checking your device’s specifications before purchase to ensure it can be updated to the operating system you need (older versions of certain operating systems may not be able to support certain apps).

Help with Support / Warranty

What if I've already received the device but want to cancel?

If your order has already been sent you will need to return the device before we can issue the refund.

You must contact our support team through our Help Centre and get an RA before it's sent back to us.

There is no re-stocking fee unless everything is in the same condition we sent it in.

How often do you respond to emails / queries?

We aim to provide our customers with exceptional customer service. We will respond to all email enquiries within 1 business day. If you need a quick reply we recommend speaking with our LiveChat team on business days between 9am and 4:45pm.

Please note that we are unable to respond during public holidays, and on weekends.

How do I make a warranty claim?

To make a warranty claim or discuss an issue with your device please send us a message through our Help Centre page. Please note that many of our newer devices are covered under manufacturers warranty, and can be replaced or repaired at the manufacturers to save you time sending the devices back to us.

Will I get a tax invoice with my purchase?

Once you have placed your order, you will be sent an automatic tax invoice with your order confirmation email (digital version). This is an official tax invoice and can be used to claim back GST at the Airport. If you do not please contact our friendly staff through the contact form on our website or via live chat.

Oops! Can I cancel my order? Is there a fee for this?

If you would like to cancel your order you will need to contact our LiveChat team immediately. Our team is available between 9:00am-4:45pm.

We will do our best to assist you with cancellation however cannot guarantee it as your order might have already been shipped out to you. If this is the case then you will need to wait for your order to arrive and you can lodge an enquiry with our team to return your device for a refund should you not be satisfied with your order.

We do not charge a fee for cancellation however we do charge a $10.80 fee if you return your device for a refund and have selected the "Free Shipping" option when you purchased your order

There is a problem/fault with my device, what now?

Please reach out to us through our Help Centre with a description of the issues you’re experiencing and your order number.

We will get back to you by email within 1 business day. Don’t worry we know it’s frustrating to have a fault with your device, we’ve developed extremely efficient systems to be able to diagnose your issue quickly and resolve the issue fast.

If you have purchased a new device from us or ex-demo you will most likely be able to take the device straight back to the manufacturer for a faster replacement.

Will you buy my old phone? Where can I sell/recycle my old phone?

We have partnered with an awesome business Mobile Monster who can purchase your old working or faulty mobile phones.

Visit http://mobilemonster.com.au and submit your device for sale on their website. They offer the best trade-in price on the web.

If your device is not worth any money?

Head to Mobile Muster to get rid of any old tech that no longer has value. It takes over 120 years for old tech to break down in landfill so you must make sure you dispose of it responsibly.

I sent my device back - when will I get my refund?

We aim to process all returns within 2 business days once the returned device(s) reaches our premises. Once approved for a refund the refund will be completed within one business day.

Please make sure you get in touch with our Support team first, we won't accept devices in the mail without an RA.

Will you pay for my return shipping?

We give all customers returning their devices a free reply paid address, which covers the cost of the return shipping. If you choose to upgrade your shipping to express post, this would be at your own cost.

Once my refund is processed, how long does it take to hit my account?

Although we aim to process refunds within one business day once approved, the method you initially paid with will determine how long it will take to be processed back to your account. Credit card refunds can be quite slow and may take 3-5 business days to re-appear. PayPal refunds are instant, however if you paid using a credit or debit card linked to your PayPal account it will take the same amount of time to process as a credit card payment. ZipPay refunds are instant and will immediately be deducted from your outstanding balance once refunded.

If we have processed your refund on our end and you’re having issues receiving the funds we recommend contacting your payment provider directly, as we have no control over the funds once we have refunded the transaction.

Do you offer any wholesale programs?

If you’re looking at setting up a wholesale partnership, we definitely want to hear from you! Please reach out to us through our Help Centre with as much information as possible (such as your business details, and the volume you’d be looking at ordering on a monthly basis) to see what we could offer your business.

Wholesale orders are a minimum of 5 devices per month.

The discounts vary on the type of phones and volume you purchase.

Can I change my order once placed?

Once your order is placed we do not have the option to change anything in your order - we cannot swap or amend the device ordered, nor can we change the shipping method.

However we understand that you may have changed your mind quickly and you now fancy something a bit different. In these instances please contact us as quickly as possible as we may be able to intercept your order before it’s shipped and cancel the order so you can re-purchase your preferred device.

If your order has already been shipped, we are unable to change your order as it’s already on its way to you. We recommend contacting us so we can help assist you switch over to a device more to your liking.

Can I receive my refund a different way to how I paid?

As refunds are processed by reversing your initial payment for your order, we are unable to refund to any new cards, bank accounts or PayPal accounts. There are no exceptions to this.

How we rate our devices

How we rate our devices

New

Ex-Demo

All our used phones undergo an

OzMobiles 60-point Health Check

Good

Average

Fair