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Shipping and Returns

How is my order shipped?

Orders are delivered using one of the following couriers/postage services: AusPost, FedEx, DHL, TNT, TOLL or EMS. Depending on your location, we will pick the quickest and most reliable service.


AusPost Toll DHL FedEx Express TNT EMS

How long does it usually take to Ship?

Once your order is placed, we will start processing your orders and certain security & fraud screening, and information validation, after which we process to pick and ship out within the timeframe mentioned at the product page.

Standard Delivery in 6 - 8 Days ~ $19.95

Once your order is dispatched from our warehouse, it usually takes 6 - 8 working days to deliver depending on your location. Please allow 2 to 3 working days extra for delivery to regional and remote areas. A shipping fee of $19.95 will be applied to all standard deliveries.

Express Delivery in 4 - 6 Days ~ $24.95

Once your order is dispatched from our warehouse, it usually takes 4 - 6 working days to deliver depending on your location. Please allow 2 to 3 working days extra for delivery to regional and remote areas. You can upgrade to this service for all orders. A shipping fee of $24.95 will be applied for express deliveries.

PLEASE NOTE: Our goal is always to exceed your delivery expectations--and we regularly do! However, stated delivery times are based on industry averages, and delays may occur during holiday and peak periods, extreme weather conditions or due to unforeseen circumstances, while remote deliveries are subject to local transport schedules and may encounter extended delays.

 

My order(s) has been dispatched. How do I track it?

You will receive an email letting you know that your order has been dispatched. We will send you the tracking details along with this email, as well as a link that lets you track your shipment. If you need our assistance, we will send you tracking updates about its location on regular intervals upon request.

You can also choose to track your shipment manually, you can enter your parcel’s tracking number onto one of the following tracking systems, particularly the one provided by the courier selected. The courier tracking systems can be accessed by following the corresponding URLs below:

TOLL https://online.toll.com.au/trackandtrace/
DHL http://www.dhl.com.au/en.html
Auspost https://auspost.com.au/parcels-mail/track.html#/track
FedEx http://www.fedex.com/au/track/
TNT http://www.tntexpress.com.au/interaction/trackntrace.aspx
EMS http://www.ems.post/tracking
Registered Air Mail Registered Air Mail typically provides a tracking code for deliveries. However, real-time tracking may not be available depending on your local postal service, in which case, feel free to contact us for any delivery enquiry.

I want to change my shipping address, but I already placed my order. can I?

Unfortunately, no. Certain credit card security policies prohibit us from doing this. As such, changing delivery addresses after the order has been placed is not currently possible. If you wish, you could email us at cs@au.yabphones.com and request the cancelation of your order ASAP, so you can place a new one with the correct address.

Also, due to security reasons, we might not change a delivery address once the parcel has been shipped. Make sure that the shipping address you entered is correct when placing your order. Please note that courier may apply a charge of AU$20 for the reroute service fee.

If my parcel gets lost in transit, will it be covered by shipping insurance?

We’ve made it a point to partner up with the most reliable and reputable shipping services so parcel deliveries are typically safe and secure. We go the extra mile in making sure that each order is packaged securely in order to minimize the likelihood of any damage during transit. However, there are factors that are simply beyond our control. That’s why we offer a Shipping Insurance Service, covered by our private company insurance, to give our prudent customers an extra level of protection.

Our Shipping Insurance Service covers lost or damaged product(s) during transit at their full value. Purchasing this service will guarantee you a replacement or a refund for every item lost or damaged on its way to you. You can find this option on every product page. Note, however, that this insurance policy will no longer be valid once the product(s) has been delivered to you.

If you wish to make a claim, contact our customer service representatives via cs@au.yabphones.com and send us your order number and supplementary details concerning the issue. After reviewing your claim, we might contact you to for additional information. We will also need to get a hold of the courier in question and obtain a report from them. Please note that processing can only begin once all claims – from you and from the courier – have been retrieved and compiled. This takes up to 5 business days on average, but can take longer in some instances. Once your claim is approved, we will either reship your order or offer you a refund at our discretion.

This shipping service is completely optional. However, if you opt out of this shipping insurance service, please be informed that goods lost or damaged during transit are at your liability, and you will need to make a claim with the courier in question directly. Some couriers typically have some protective measures against such possibilities, but this is usually limited to a maximum claim of AU$150 per shipment. Should it come to this, we will do our best to help you get the maximum claim possible.

Only products purchased with shipping insurance will be covered by this service. Further, please be informed that shipping insurance will apply only to the individual product(s) purchased with it. Other products included in the shipment, but do not have shipping insurance purchased as part of the order, will not be covered under another product’s shipping insurance.

I need my order – now. Please prioritize mine first

All orders are shipped on a first-come, first-serve basis. But we understand that you may need your order shipped as soon as possible for particular reasons, like your spouse’s birthday or a last-minute Valentine gift.

You can count on us! For a small additional charge, you can choose the Priority Handling and Shipping option during checkout and have your order delivered as soon as possible.


Returns & Refund

Read our Return and Exchange policy below for everything you need to know about returning or exchanging your order or product.

Please note that the Return and Exchange policy - and any reference to "your item" - does not include accessories. All returns and exchanges are performed at our sole discretion. In all cases our decision on individual cases is final. Products returned without an RMA code or authorisation will be refused delivery and the sender will be responsible for all costs.

All products returned to YABphones for refund/replacement/repair are handled by our returns and exchange service local to Australia. This allows us to process requests for replacements and returns immediately as soon as the returned item has been checked for DOA. This service also covers replacements for warranty claims as well.


Prior to shipping

A full refund is available at any time prior to processing and shipping of your order. This includes pre-ordered items. It may also be possible to exchange your item prior to shipping from the warehouse. Please use our Contact Us feature to request this. If the item has already been shipped at the time that your request is read and processed by our representatives, the case will be treated as an ‘unopened box’ return. Please see terms and conditions for this return type below.

DOA (Dead On Arrival) items

Your item may be eligible for DOA exchange if it develops a software or hardware malfunction that causes the product to become inoperable and is covered under the warranty terms and conditions. Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy. DOA exchange is only available within 15 days of receipt of the product. Failure to complete and submit this form within the 15 days will result in your product being processed through the regular warranty process. You can return the product to us once a valid RMA code or authorisation has been issued. One of our technicians will assess the product, after which a replacement be sent or the item will be returned to you if no fault was found or the issue was corrected upon inspection.

Within 15 days - Unopened Box

You may exchange your item for refund, minus the shipping charges, for up to thirty days from receiving your item. Any variation where the received item varies from the described specifications on the website must be raised with us within 15 days of receipt. Failure to do so will void any return or refund claim on that basis. You are required to obtain an RMA code from the Care Team before returning the item. Refunds will not be processed until the item has been received and inspected by our representative. The item must be received within 14 days of us issuing the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal plastic has been broken or tampered with in any way. A processing fee of up to 30% of product ordered value may be deducted from the refund or exchange.