Free Tools - What's included?

We include a free tool kit for all retail orders placed - tools are only included if the part requires them, for the item to be replaced.
For example a battery cover does not require any tools to be replaced, but an LCD screen does.
Tools included are, T5, T6, Size 0 Phillips head, suction cap and plastic case opening tools.
If you order an iPhone part that requires a Pentabular screw driver, this will be included also.

1.     Where do you deliver to?:
Mobile HQ delivers its spare parts all over Australia. We can ship internationally, but please note the package does not come with any tracking notes available, please refer to www.auspost.com.au for more on delivery times for international parcels. Please get in contact with us before placing an international order if you have any questions about delivery times or procedures.

2.     How much is the freight?:
At Mobile HQ we try and keep shipping charges to a minimum. Postage is calculated depending on which service you select. We have three options available,
$7 - Normal post (which can take anywhere from 3-10 business days, sometimes more, and does not come with a tracking ID) 
$10 - Express post (which is normally 1-2 days and comes with tracking ID).
$15 - Express Post Platinum. While this is more expensive, it is the fastest and safest way to ship and this is most commonly used with wholesale orders, also requires a signature on delivery.
We ship using Australia Post; if you prefer a different courier, this can be arranged by request. Please see www.auspost.com.au for more information on delivery times.

3.     Is your website secure to buy off?:
Our website is secured by state of the art SSL 128 bit encryption. All information entered when making a purchase is encrypted so it is not made available outside of www.mobilehq.com.au

4.     How do I contact Mobile HQ?:
There are a few ways to contact us: via the form available on our contact page, by giving us a call on 1300 868 486, or sending an email to sales@mobilehq.com.au . You can also jump on our live chat if we are around for instant answers!

5.     How long will it take for me to receive my item?:
As long as the item is in stock, and you choose Express Post, you will receive it within 1-2 business days(provided the address is within the express post network). Normal post will take between 3-10 business days depending on your address. Please check www.auspost.com.au for more information on terms and shipping times. Please check our cut off times for same day shipping below.

6.     What are the warranty terms?:
All our spare parts come with a return to base warranty. Our warranty terms are as follows:

OEM Parts: 12 Months From Invoice Date
Aftermarket Parts: 6 Months From Invoice Date
Flex Cables (OEM OR Aftermarket): 6 Months From Invoice Date
Small Parts (Speakers, Microphones, Charge Ports, Buttons): 3 Months From Invoice Date
Housings (OEM OR Aftermarket): No warranty provided, see DOA FAQ.

We require all faulty parts to be sent back to our address before replacement parts (excluding DOA, see DOA FAQ). If you require the replacement part quicker then we can bill you for a replacement part and credit your card once the faulty part has been returned. Please note that we cannot refund postage costs and postage costs to return items back to us are paid by the customer. Please also note that all returns are stock depending and we reserve the right to offer a refund for the item instead of replacement.

See http://mobilehq.com.au/warranty.aspx for more information on warranty terms and conditions, postal addresses and how to log an RA.

7.     What is the DOA Period?
DOA (Dead on Arrival) is for items that are deemed faulty, broken, damaged or otherwise incorrect within 14 days of the original invoice date. Replacement parts will be sent out immediately (stock permitting) without the requirements of the faulty part to be sent back before replacements can be sent. We do require the faulty part to be sent back, if not received within 30 days from the DOA notice we will charge you for the part until it is returned.

8.     Returns/ Exchange Policy:
If for some reason you are not happy with your purchase or have selected the wrong part, we are happy to send out a suitable part or offer a refund, however the original part will need to be sent back first. The item will need to be returned in the state that it was sent, with all the original protective covers and stickers. Please contact us before ordering if you are unsure if you have selected the correct part.

9.     Are your parts original?:
All of our parts are OEM, unless stated on the product information page. Companies like Apple, Nokia, HTC, Samsung and Blackberry do not manufacture the parts for their own devices, which is why most parts will not come with any branding on them and could sometimes be from different factories than the part originally in your phone. If you are unsure, please give us a call so we can confirm.

10.   How can I pay for my item?:
We prefer credit card(Visa or MasterCard, sorry no AMEX). If you do not have a credit card, then you can pay via direct debit. We will then ship the item as soon as we receive payment confirmation.

11.   Do you have an ABN?:
Yes, our ABN is: 55 456 304 478

12.   What is the cut off for orders to be sent the same day?:
We try our best to get all orders out the same day they are received (Monday - Friday only), though we cannot promise any orders received after 2:30pm AEST will be shipped that day. All orders are on a first in, first served basis. All orders are stock permitting, and we will notify you as soon as possible if your item is not in stock.

13.   Do you sell your parts wholesale?:
Yes we do. We currently sell to many mobile phone repair centres around Australia. Please check out our wholesale page  for more information on wholesale purchases.