F.A.Q
WHAT PAYMENT OPTIONS DO YOU HAVE?
We accept Afterpay, Debit cards and Credit cards. Business customers can click here to request to be invoiced (terms and conditions apply). All pages on this site are secure to protect your details and payment information at all times.
CAN I PAY VIA INTERNET BANKING?
Yes, please click here and send us details of the phone or phones you wish to purchase as well as your shipping address and who you want the invoice made out to. We will then email you a tax invoice for payment. Once we have received your payment, your order will be processed.
ARE THERE ANY EXTRA FEES OR CHARGES?
No. The phone prices listed on our site are the price you pay. IMPORTANT: When you order from us you wont get caught out with extra Customs and GST charges that you will incur if you buy from an overseas store.
WHO DO YOU SHIP WITH?
Unless stated otherwise, we ship all orders via Australia Post Express with your signature required on delivery.
HOW LONG DOES SHIPPING USUALLY TAKE?
Depending on your delivery address, shipping will take between 1-3 business days for models that we hold in stock in Melbourne. Otherwise delivery time for stock arriving into our Melbourne warehouse from our Hong Kong warehouse, is 4-7 business days.
WHAT DOES "AVAILABLE ON BACK ORDER" MEAN?
From time to time, we may sell out of a phone model or there maybe delays receiving phones that we have ordered from the manufacturer or from our supplier. During this time, we allow you to place a back order and than when the phone arrives back into stock, we dispatch it to you promptly.
HOW LONG DOES IT TAKE TO RECEIVE A BACK ORDERED PRODUCT?
For back ordered products, allow 7-10 business days. All stock is dispatched from our Melbourne warehouse. If we are notified by our suppliers of any delays beyond 10 days, we will contact you and let you know.
DO YOU SHIP TO A PARCEL COLLECT OR A PARCEL LOCKER?
We do not ship phones to a Parcel Collect or a Parcel Locker. For security reasons, your delivery address must be either your home, work or a business address, as we require a signature for all deliveries.
WHAT TYPE OF WARRANTY DO YOU OFFER?
We offer either a one year standard warranty or a two year "Premium Plus" warranty on our phones and tablets (see phone listing for warranty details). The warranty covers any manufacturing fault, manufacturing defect or manufacturing failure that occurs within the warranty period from the date of purchase.
DO YOU PROVIDE A TAX INVOICE?
Yes, we provide a GST tax invoice for every sale. Tax invoices are issued and emailed to you automatically along with an order confirmation. Enjoy total peace of mind, knowing that when you place an order, you are dealing with a trusted GST registered Australian company.
DO YOU HAVE A CUSTOMER SUPPORT CONTACT NUMBER?
Our customer support phone number is provided to everyone who purchases a rugged phone from us. We use our contact form (that you can use to request a call back) to screen all incoming enquiries. This frees up our support staff so they can focus on looking after genuine future customers as well as our current customers.
CAN YOU SUPPLY SPARE PARTS FOR A RUGGED PHONE I PURCHASED ELSEWHERE?
We only source and supply phone parts for our customers who purchased their rugged phone from this site or from one of our other global sites in the Rugged Phones group. Unlike most of our competitors, we have factory direct access that allows us to source some hard to get parts. This allows us to provide world class support to our valued customers who supported us when they purchased their rugged phone.
DO YOU DO YOUR OWN WARRANTY REPAIRS?
Software issues are dealt with "in house" but for hardware issues, some of which require specialist tools and knowledge, we use a professional and independent mobile phone repairer. We want our customers to know that their phone issue has been repaired properly and in a timely manner.
DO YOU SELL TO PEOPLE OUTSIDE OF AUSTRALIA?
Only residents of Australia can purchase a rugged phone from this site. Residents of other countries can use our contact page to message us to arrange a direct purchase from our international warehouse.
