You've Got Questions? We've Got Answers.

Check out our Frank Mobile FAQs 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 currently works with Australia Post to get your shipments out safely and quickly.

From 30 September 2019, delivery of every parcel sent through Australia Post is recognized as Carbon Neutral! How? Aussie Post purchase carbon offset credits to match the environmental impact .... sweet!

We're working hard to get your order out as fast as we can. Standard shipping orders generally arrive in two to six business days. Express orders take one to two business days depending on your location. 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 & exchanges

Return? Never heard of it. We kid. So you're looking to return your device, no problem. Our Right To Return Policy is 14 days from the date of purchase. (That means that we need to receive it back within fourteen business days or have another arrangement with you.) Simply repack your phone and affix the return label we send you.

Returns are free. 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 five 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. Afix 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 five business days to go back onto your method of payment. That means you should receive your refund within three to ten days.

To cancel your order get in touch with our customer care department at befrank@frankmobile.com.au. We'll be happy to help you out mate. 

Phones

Our Refurbished iPhones are graded into 4 different categories. 

MINT CONDITION Refurbished iPhone:

This device appears "as new" and there are virtually no signs of wear. 

GREAT CONDITION Refurbished iPhone:

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

GOOD CONDITION Refurbished iPhone:

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

CHARACTER CONDITION Refurbished iPhone:

This phone has been put to good use. It has distinctive signs of wear and visible scratches.

We don't sell iPhones with cracked screens or camera lenses. Your iPhone will be fully functional at the time of purchase. 

All purchases come with a twelve month warranty that covers technical issues. For example, problems with the camera or speakers. The warranty lasts for one year and begins on the date that you purchased your device. If a claim is made within that time period we will either supply you with a new phone or fix the device. Note that the Frank warranty does not cover customer damage to phones.  

We guarantee all Refurbished iPhone's on Frank have a minimum Battery Health of 80%

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. 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 Eassy.com.au and they'll get you sorted!

Interested in purchasing more than a few phones? We do that. Fire us off an inquiry and tell us what you're looking for. befrank@frankmobile.com.au 

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.)