Frequently Asked Questions

Below you’ll find answers to our most frequently asked questions. If you can’t find what you’re looking for, please do not hesitate to get in touch.

What is your minimum order quantity?

Mobile HQ does not have any minimum order requirements. This means you can order as much or as little as you like, while still taking advantage of our quality products, competitive prices and flexible return policies. It’s just one of the ways we like to help your business.

What are your freight charges, and how long does shipping take?

Postage is calculated depending on which service you select:

  • Store Pickup ($0). This takes as long as it takes for you to come see us!
  • Standard post ($7). This takes up to 10 business days and does not come with a tracking ID.
  • Australia Post Express ($10). This usually takes 1-3 business days and comes with tracking ID.
  • Star Track Express & Toll ($15). This is the fastest, safest way to ship and requires a signature on delivery. 

Please note we take no responsibility or provide compensation for shipping delays.

What is your same day dispatch cut-off time?

As long as an order is placed & paid in full by 3.30pm AEST (Monday to Friday) your order will be dispatched via your selected freight method the same day.
All orders are stock permitting, and we will notify you as soon as possible if your item is not in stock.

What is your returns/exchange policy?

For all warranty periods and terms please check our Warranty & Returns page.

What are your warranty terms?

For all warranty periods and terms please check our Warranty & Returns page.


How does Dead on Arrival (DOA) work?

DOA 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) - the faulty part needs to be sent back within 30 days from the DOA notice or Mobile HQ will charge you for the part after this time. All housings come with DOA warranty only.

When returning warranty parts, please be aware that Mobile HQ uses an identification mark on its components. This will be in the form of an ink stamp or sticker with the Mobile HQ markings and the date of issue.

What is your return address?

Our return address, for RMA, buy back or refurbishment service is:

9 Frankston Gardens Drive,
Carrum Downs, VIC 3201.

Please ensure you have correctly labeled the package with the associated reference number to assist with speedy processing when it arrives. 

How does the Mobile HQ Mobile Phone Display Refurbishment Service work and what are the terms?

Note: you must have successfully applied to become a Mobile HQ Wholesaler before you can review costs or submit requests for this service. 

To submit a refurbishment service job:

1. Complete the online display refurbishment service form accessible from your My Accounts section.

2. Send your displays back to Mobile HQ with your Refurbishment Service (RS) number clearly on the box to:

Mobile HQ, #9 Frankston Gardens Drive, Carrum Downs, Victoria 3201

Please remember to package the displays carefully so no further damage occurs during shipping.

Please allow 3-4 business days for us to complete your display refurbishment.

3. When the displays are refurbished, we will contact you to organise payment for the service (if you have a Mobile HQ credit account, we can just add it to that otherwise we accept direct deposit or credit card). Once payment has been confirmed, we will ship the displays straight back to you on the same or next business day.

Refurbishment Service Q&A section

Q: How long does the service take until I get my displays back?

A: We aim to have your displays at Mobile HQ for no more than 3-4 days.

 Q: Do I need to test the displays first?

A: To ensure we can service your broken displays in the fastest way possible, please test all displays and only send 100% original and working displays.

 Q: What if some are not working when you get them?

A: Any displays found not to be working on arrival to Mobile HQ will be returned to you with the refurbished displays.

 Q: Do I have to have the same colour screen as the one I send you?

A: No - you can select which colour you want, just let us know.

 Q: Do the refurbished displays come with a warranty?

A: Yes, we back our work and offer all refurbished displays through our program a 6-month warranty.

 Q: Do you pay for shipping?

A: For refurbishment service, we ask that you organise the shipping to us if your refurbishment service order is over $250 we pay for shipping back to you!

 Q: Are the displays listed above the only displays you refurbish?

A: If you have an on-going requirement for another refurbishment service for models not listed, please contact us.

How does the MHQ Mobile Phone Display Buyback Program work and what are the details?

Note: you must have successfully applied to become a Mobile HQ Wholesaler before you can review costs or submit requests for this service. 

To be accepted all displays are required to be 100% original and have fully functional LCD and touch components. Any displays that do not meet this requirement can be returned at your request (shipping fees apply).

Please Ensure All Displays Are:

  • 100% Original
  • 100% working LCD display - no dead pixels or discolouration
  • 100% working touch component - no dead spots

To take advantage of our Buyback program, please follow the steps below:

1.  Collect up your damaged displays for buy back - please try and save up more than 10 displays at a time before submitting a Buyback request.

2.  Click on the Mobile HQ Buyback online form in your My Account section (will only be available to approved Mobile HQ Wholesale Customers)

3.  Complete the form with all the relevant information - upon completion, you will be emailed a copy of the form, please print this out.

4.  Package all the displays safely into a box (please note, that although the glass is broken, we need to protect the LCD in shipping!) Please put the printed form in the box, and write the Buy Back ID on the box - the Buy Back ID will be given to you after completing the form and will be included in the email.

5.  Wait to receive a connote from Mobile HQ via email once received a printout and stick it to the box with the displays for Buy Back. If you do not receive an email with a connote after requesting one within 24 hours, please contact us on or 1300 868 486.

6. Call StarTrack Express on 13 23 45 to organise a pickup booking.

7.  Wait patiently for Mobile HQ’s Buy Back team to assess your displays and respond with a final payout figure. Payouts will be paid via the option selected in the online form. The quickest and easiest payment method is an account credit, however, we can also pay via direct deposit if required (temporarily unavailable). Please allow up to 1 week after receiving your Buy Back for processing. Please contact for further information or updates on your progress. 

8.  Continue to collect damaged displays and send them back for cold hard cash!


We are happy to return any displays that are not able to be accepted - if required. Alternatively, we will submit any rejected displays to the mobile muster program for recycling.

  • Mobile HQ is a proud contributor to the Mobile Muster program - we make sure all rejected displays are disposed of correctly.
  • Mobile HQ reserves the right at its discretion to reject any or all displays sent back for Buy Back for any particular reason deemed necessary by Mobile HQ.
  • Any displays rejected can either be returned to the customer (with next order placed, or by itself, postage costs would apply) or disposed of by Mobile HQ -free of charge.
  • Payments are only made upon inspection and acceptance by Mobile HQ Buy Back staff.
  • Mobile HQ reserves the right to decline the right to send a connote depending on the quantity of displays being sent for Buy Back.
  • Mobile HQ only buys original displays with 100% working LCD and touch components.

Please contact us for further information or more details.

Can I trust your website to make purchases?

Our website is secured by state-of-the-art SSL 128-bit encryption. All purchase information is encrypted and not available outside of

What method of payments do you accept?

We prefer credit card (Visa or MasterCard – sorry: we do not accept American Express). If you do not have a credit card, then you can pay via direct debit.
Our direct deposit details are:

Name: Mobile Headquarters
BSB: 083-781
Account: 822-139-343

Please send payment confirmation to - Direct Deposit orders are only sent once payment confirmation has been received. 

Do you have an ABN?

MobileHQ is a PTY LTD company and the ACN is 60 151 107 943.