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FAQs

About YABphones Australia

"YABphones? What’s that?”

We are YABphones. Our motto is “Apple Gadgets that even the Young and Broke can buy”. We’re your friendly neighbourhood online retailer of premium-quality refurbished iPhone and iPad products in Australia. We are also a global company with a broad international presence, with Hong Kong as our base of operations.

"Are your products legit?"

Yes! YABphones Australia only sources from reputable and trusted suppliers within the consumer electronics industry. That’s why you can count on us to give you premium-quality products that don’t cost you a fortune. We only use original parts from Apple for repairs, and have our highly qualified team of quality assurance technicians make sure that each item is fully functional under the specifications of our 38-item QA process.

"Do you have a collection service?"

No. Our retail services are exclusively online-only. All our products are shipped directly from Hong Kong, where our central warehouse is located, to our individual customers in Australia and worldwide. We offer a range of convenient, reliable, and tracked delivery services.

About the products we offer

"Will my order work with my local networks?"

Absolutely. All YABphones tablets and handsets are guaranteed to work with any of the local bands found in your country, so no need to worry about network bands when picking which product to buy.

"Do I get warranty with all products I order?"

Yes. All physical products are covered by our in-house warranty and repair service. All products covered by our Warranty Service come with a 12-month standard warranty period. For a more detailed discussion, please read through our Warranty Information page. Should you need more information regarding this service, contact our customer service team.

"What is a Premium-Quality Refurbished item?"

It’s a refurbished or “good as new” item that has been thoroughly reconditioned and inspected by professional technicians, tested prior to dispatch and confirmed to be 100% functional, and repackaged with all its original accessories. Simply put, it’s a product you’re likely to mistake as brand new.

Delivery

"Can you tell me about your delivery service?"

Regardless of your location, we offer standard and express shipping on all orders across Australia. However, please note that some rural areas are not supported at this time. A signature will be required upon receipt of the package. Depending on stock availability, some items take longer than others to prepare for shipment. You can check the lead-time to shipping schedule when placing your order (located under the price on the product page, e.g. 5-7 days). Check out our Shipping and Returns page for more information.

"Where’s my order?"

Refer to the tracking information we emailed you and double-check its contents. Also, check the lead-time of the products you ordered on their respective product pages, as they might not have left our warehouse yet. If you’re having difficulty in tracking your order, or if the expected date of arrival has passed, please contact our customer service team for help. Please note that “lead-time to shipping” refers to the time it takes for the product to leave our central warehouse for shipment, and does not include the delivery schedule of couriers.

“What if I live in a remote area?”

If you live in a remote area, please allow 2 to 3 more days for delivery. Couriers typically consider an area remote if it is a location where delivery may take longer than usual to complete (e.g if you live off the mainland, or in some rural areas). If you wish to know whether or not your region is considered a remote area before you place an order, please contact our friendly customer representatives for assistance.

Returns and Refunds

“What about items damaged in transit or DOA (Dead on Arrival)?”

In the extreme unlikelihood that you receive a damaged or DOA item, please contact us about it within 15 days of receipt so we can arrange the return of the order for replacement. Instructions on how to make a replacement claim can be found on our Shipping and Returns page. And don’t worry - we always aim for a speedy, satisfactory resolution.

“What about refunds for incorrect items, items damaged in transit, and/or DOA?”

In the extreme unlikelihood that you receive a parcel that doesn’t contain the product you ordered, and/or damaged or DOA, please contact us about it within 15 days of receipt so we can arrange the return of the order for replacement. Instructions on how to make a replacement claim can be found on our Shipping and Returns page. And don’t worry - we always aim for a speedy, satisfactory resolution.

“Where’s the refund for my returned item?”

Please contact our customer service team for an update. They will confirm the date of refund with our accounts team. Please allow time for the package to arrive back to our central Hong Kong warehouse and be inspected by our returns team, which might take a week or two, or longer in some instances. Also, please note that even if we have successfully refunded your order from our end, it may take a few business days for your credit card company to apply the credit back to your account. Every credit card company and bank is different, and some process refunds slower than others – we have no control over this. However, we guarantee that as long as we have processed your refund, it will appear back in your account within a span of a few days. If you have any concerns, contact your credit card provider to confirm the transaction.

Customer Service

“Nobody’s answering my calls”

While our website is online 24 hours a day, our customer service team can only be contacted directly between 8am and 5pm on weekdays (AEST) and 8am to 1pm on weekends (AEST). Outside these hours, please leave them a message and they will get back in touch with you within their usual business hours.

Further queries or concerns

We are always looking for ways to improve our service. If you have any concerns, complaints or feedback for us, please don’t hesitate to let us know through our customer service team. We take what you have to say seriously, and we promise to work tirelessly to help all our customers reach a speedy, satisfactory resolution for their problems.

Media enquiries

For all media enquiries please contact YABphones Australia's parent company Galaxy eSolutions Limited using the contact details below. Please note that this is for media enquiries only; for sales and service requests please contact the customer service team.

Email: mediaenquiries@galaxy-esolutions.com