You've Got Questions We've Got Answers

Read our frequently asked questions below. Can't find what you're looking for? Get in touch at befrank@frankmobile.com.au.

Shipping

We currently ship orders to all of Australia.

Frank Mobile works with Australia Post for safe & speedy delivery of every order.

Each parcel sent through Australia Post is recognised as carbon neutral. How? Aussie Post purchases carbon offset credits to match the environmental impact ... sweet.

We're working hard to get your order out as fast as we can. All of our orders are shipped Express, which generally takes one to two business days (depending on your location). Regional areas may require an additional day or two.

Some other factors can impact shipping such as holidays and inclement weather. Please allow for additional time during these periods. 

If you haven't received your shipment, feel free to drop us a line at befrank@frankmobile.com.au 

We send a tracking number in your order confirmation email. Use the tracking link to see where your shipment is. 

Returns

Return? Never heard of it. Kidding. So you're looking to return your device, no problem. Our Right To Return Policy is 30 days from the date of purchase. (That means that we need to receive it back within 30 days of purchase or have another arrangement with you.) Simply repack your phone and affix the return label we send to you.

A few things to note:

You device must be returned in the same condition that it was sold - this means there should be no significant physical damage you should return it together with the packaging and accessories that your phone came with.

Otherwise, you will be subject to a price deduction for the cost of repair or a 15% re-stocking fee if you're unable to send us back in its original packaging.


A re-stocking fee of $30 will be deducted from all 30-day change of mind return orders to cover our shipping costs. We are happy to waive this re-stocking fee should you choose a direct exchange or store credit to be used towards another order.

To initiate the process fill out the form HERE

As soon as we receive your item, the return will be processed. Depending on your bank, the refund may take from two to 10 business days to go back onto your method of payment. 

Before you send your return

1) Please remove all user locks such as Screen Activation Locks and iCloud Locks. Need to reference how to do this? Look here. 

2) Fill out the return form we provide. You're sending a high value item and this helps secure the process. 

3) We recommend that you take photos of the device in case something happens during transit.

So you'd like to exchange your device, no problem. You can fill out the form HERE to initiate the process.

We send a shipping label to the email you provide so that you can return your phone. Simply repack the device so that it's protected from damage during transit. Affix the return label and send it back. 

We process your refund within two business days of receiving your return. Depending on your bank funds can take from two to 10 business days to go back onto your method of payment. That means you should receive your refund within three to 14 days.

The fastest way to cancel your order is through our Enquiry From. Simply select Cancel | Change my order.

We'll be happy to help you out from there mate.

Phones

Our Refurbished iPhones are graded into 5 different categories.  Good, Great, Mint, Prime and New.

NEW CONDITION:

These devices are brand new and not refurbished. They have no previous owner and have never been used. 

PRIME CONDITION Refurbished Device:

This device appears "as new." Virtually no signs of wear and has a 90% battery health guarantee.

MINT CONDITION Refurbished Device:

This device appears "as new." Virtually no signs of wear.

GREAT CONDITION Refurbished Device:

This device may have a small scratch here and there but overall appears in great condition. 

GOOD CONDITION Refurbished Device:

This device has more visible signs of wear, some noticeable scratches and marks. 

We don't sell smartphones with cracked screens or camera lenses. All of our devices are professionally inspected with top industry software and verified again by humans. Your device will be fully functional at the time of purchase. 

Your device purchase come with a twelve month warranty included. This warranty covers product defects and technical issues.

Easy Returns and Dependable Warranty

  • Faulty device? Changed your mind? You can return it within 30 days.
  • Post-30 days? Faults and technical issues are covered under our standard warranty service that is included with your device.
  • Your standard Frank Mobile Warranty offers coverage for 12 months from the date of purchase.¬†
  • Making a claim? Select the¬†warranty claim¬†option on our returns page.¬†
  • What are your options in case of faults? Replacement, store credit, or refund. We‚Äôll make a suitable recommendation based on your situation.¬†Contact us¬†with details and fault description. Including all of the necessary information (like your order number and images) can help us take care of your situation quickly.
  • We provide a label for free express return shipping.¬†
  • We offer Accidental Damage Protection when you purchase a 24 Month Extended Warranty. This offers you coverage for mishandling and unexpected accidents. A service fee applies.

for further details please view our Warranty Page.

We guarantee all Refurbished iPhone's on Frank have a minimum Battery Health of 80%. If you have purchased a device in Prime Condition, your battery health guarantee is 90%.

An iPhone's Battery Capacity goes down over time, however Apple considers an iPhone with a Battery Capacity of 80% or above to be in optimal condition.

We're sorry to hear there's a problem with your device! All of our phones come with a 12 month warranty that covers technical issues with your phone. Get in touch with us and we'll be happy to take care of you right away. The fastest way to do this is to use our Enquiry Form.

befrank@frankmobile.com.au

Additional

Frank doesn't accept trade-ins but if you want cash for your old device(s), head on over to Mobile Monster and they'll get you sorted!

Interested in purchasing more than a few phones? We do that. Fire us off a wholesale inquiry and tell us what you're looking for.

Yeah mate! All of our phones arrive in a Frank Mobile package with a lightning to USB cable and SIM ejector tool. 

(Your device does not include a power adapter, protective case, screen cover or headphones.)

Every smartphone model has different specs and conditions. Pricing fluctuates based on these options. For example, a Mint condition device with 1 TB of storage will cost more than the same model with 256 GB of storage in Great condition. The "from" price that is listed is for the base model in Good condition.