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1) what is mobilefly? (back
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mobilefly is a pure play online retailer, specializing in sim free and sim unlocked gsm phones. We do not sell contracted mobile phones. Everything you see on this site is what you see is what you get. There is no contract to sign, no line to sign up, and no subscription fee. You make a one-time payment and the phone is yours. |
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2) what does the Shoppers' Choice logo mean? (back
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The Shoppers' Choice logo indicates that the item is among the top 10 products viewed during that week. |
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3) what is a travel charger? (back
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A travel charger is a charger that is compatible with all countries. This means that you may use a travel charger anywhere in the world (110V-220V). However, for some travel chargers, you will need to set the voltage settings of the charger to your country's voltage settings first for it to be compatible, so be sure to check your charger's voltage settings before using it. Please note that all chargers supplied, standard or travel, are UK-specs. |
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4) how do i check my final shipping cost? (back
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1. Add the items you want to buy in your shopping bag.
2. Click 'PROCEED TO CHECKOUT'.
3. Fill in your shipping and billing information.
4. Review your order. The breakdown of the total sales cost, including the final shipping cost is shown here.
Note: You may exit the checkout process anytime. You are not obligated to complete the order if you are not satisfied with what you have reviewed. Final shipping cost includes handling charges.
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5) are the phones/accessories covered by any warranty? (back
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Yes. A 60-day limited warranty will be provided by us, and not the manufacturer.
Shipping charges still apply. However, if your phone/accessory develops a fault within
3 days of the date you received the package, we will do a free exchange/repair
for you (we will bear all shipping charges). Please note that we can only do the exchange if the returned phone/accessory is in brand new condition. If the fault is reported to us
after the 3-day period, all shipping charges (including return shipping charges)
will have to be borne by the customer.
Limited 60-Day Warranty
All phones/accessories purchased from mobilefly.com is warrantied for sixty (60) days
from date of purchase. Our warranty is valid only at mobilefly.com. Improper
repair or warranty service performed by someone other than mobilefly.com will
void this warranty. MOBILEFLY.COM DISCLAIMS ANY LIABILITY FOR CONSEQUENTIAL
OR INCIDENTAL DAMAGES FOR BREACH OF WRITTEN OR IMPLIED WARRANTY OF THIS ITEM,
INCLUDING MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The limited warranty
extends only to the original purchaser of the product and is not assignable
or transferable to any subsequent end user.
This limited warranty will be voided if any of the following conditions is
applicable :
- The Product has been subject to: abnormal use, abnormal condition, improper
storage, exposure to moisture or dampness, exposure to excessive temperature
or other such environmental conditions, unauthorised modifications, unauthorised
connections, unauthorised repair including but not limited to use of unauthorised
spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper
installation, Acts of God, spill of foods or liquids, maladjustment of customer
controls or other acts which are beyond of reasonable control of mobilefly,
including deficiencies in consumable parts such as fuses and breakage or damage
to antennas, unless caused directly by defects in materials or workmanship,
and normal wear and tear of the Product.
- mobilefly was not notified by consumer of the alleged defect or malfunction
of the Product during the applicable limited warranty period.
- The Product serial number or the accessory date code has been removed,
defaced or altered.
- The defect or damage was caused by defective function of the cellular system
or by inadequate signal reception by the external antenna.
- The defect or damage was caused by water damage or corrosion.
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6) can i order by phone or fax? (back
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No, mobilefly only accepts orders through its website on the Internet. |
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7) is it safe to order on mobilefly.com? (back
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Yes, shopping at mobilefly is safe. We do not even ask for your credit card information. Payment by credit cards are done on Paypal's secure website, which employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and Paypal ever see it. |
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8) is my personal information kept private? (back
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At mobilefly.com, we consider the information you choose to share with us personal and confidential. We may use information about the kinds of products you buy from mobilefly to make other marketing offers to you, unless you tell us not to. Please read the complete mobilefly Privacy Policy. |
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9) what is the deal of the day? (back
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The deal of the day is mobilefly's daily special. Just for that day only, the price of the featured product is reduced from its already very low usual price to an even lower sales price. After the expiry date has passed, the featured product's usual price will be restored and a new product will be featured as the deal of the day. |
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10) how much do you charge for shipping and sales tax? (back
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To see our shipping rates, please go to our Shipping policy page under Help. mobilefly does not currently charge sales tax for items being shipped to any address, although in the future it may do so. For all international orders, customers are responsible for paying the customs and import duties.
For more information, please go to our Shipping policy page under Help |
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11) does mobilefly have an exchange policy? (back
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Due to the nature and volume of our business, we are unable to offer customers free exchanges. However, we do have a return policy where customers can get a refund if they return their goods within 15 days of the date you received the package. For more details, please read the full return policy. |
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12) can i cancel my order? (back
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Yes. Please note that cancellation of order must be done before the order has been shipped. |
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13) what does SIM free mean? (back
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SIM free means you purchase the phone without the line i.e. no SIM card. The phone is not locked to any particular mobile phone network. Therefore, you can buy a new handset without having to commit to a minimum term contract with a service provider. |
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14) can i use the charger in my country? (back
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Yes. The original charger included in the standard package is either 3-pins (UK)
or 2-pins (EURO). However, you might be pleased to know that we will include
a free compatible plug adapter, if required, so that you may use the charger in your country, straight out of the box. For example, we will include a Universal-to-US
plug adapter for US customers or a Universal-to-Australia
plug adapter for Australian/New Zealand customers.
CAUTION: When using any charger in a 110V environment, always check that the charger can accept 110V input. It is dangerous to plug a 220V charger into a 110V socket. Please do not assume that your package comes with a dual-voltage or voltage-compatible charger. Sometimes, the manufacturer will switch the charger from a dual-voltage to a 220V-only charger and we might not notice it. If the supplied charger can handle 220V input only, and your local voltage supplied is 110V, you must use a transformer in conjunction with the charger. If the supplied charger needs a transformer and we did not send you one, please contact us and we will ship to you a free transformer. The same applies for 220V environment.
Remember: Always check that the input voltage of the charger is compatible with your local voltage settings. |
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15) what does SIM unlocked mean? (back
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SIM unlocked means that the phone is not locked to any particular mobile phone network i.e. open to all networks. Therefore you can buy a handset and use it on any network that is supported by the handset. Before you purchase the phone of your choice, please ensure that the frequency of your mobile phone network is compatible with the phone you wish to purchase. |
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16) which phones will work in UK, Europe, USA and Asia? (back
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Compatible phones for UK, Europe, Australia and Asia
- Dualband
- Triband
- Quadband
Compatible phones for USA
- Triband (for T-Mobile only)
- Quadband (for Cingular & T-Mobile)
The above information should be used as a general guide only.
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17) what forms of payment do you accept? (back
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We accept payments by Visa, Mastercard, American Express, Discover, Switch, Solo, eCheck via Paypal. We currently do not accept credit card payments directly. Paypal is our online credit card payment processor. We currently do not accept payments by checks or money orders. |
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18) when can I expect my goods to be shipped? (back
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We usually ship within 1-2 business days of receiving your payment.
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19) where do you ship from? (back
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We will ship from Singapore (where we are based in), unless otherwise stated. |
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20) can I check the status of an order? (back
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Yes. To do so, log into your account and click on the 'Order no.' under order history. Upon doing so, you will be directed to the order status page where you can view the full order status and details. |
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21) can I tracking shipping online? (back
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Online tracking is available to all shipping methods, except for Standard Air Parcel. To track your shipment, log into your account. Click on the 'Order no' under Order History. Then, click on 'Track shipping now'. Please note that the tracking information will only be made available in 1-2 business days after the shipping date. |
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22) I am looking for a phone that has not yet been released. Can you tell me when it will be out and how much it will cost? (back
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Unfortunately, mobile handset manufacturers do not give precise dates of launches in advance nor do they give any prices. Therefore we are not able to quote accurately. To get the latest updates of pricing, please join our mailing list. It's free and your information will be kept confidential. |
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23) I want to buy a product that I saw on the website a few days ago but now, I can't find it. Why? (back
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Products we carry may only be available to us for a limited time period. We may sell out of a product or model entirely. In order to make your shopping experience a better one, mobilefly will remove any out-of-stock item from our website. We do this to ensure that what you purchase will be available to you in our warehouse. When you see something you like, remember there's no guarantee it will be available on your next visit. |
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24) what does it mean to be a Verified member of PayPal? (back
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A Verified PayPal member is a U.S. account holder who has added and confirmed
a bank account. Because Verification increases the security of the PayPal network,
Verified members are able to:
- Lift their sending and withdrawal limits
- Send payments instantly using a checking account
- Become eligible for the Seller Protection Policy
- Increase credibility with sellers and/or buyers, since being Verified means
they have confirmed ownership of a bank account
A Non-U.S. - Verified member of PayPal is a Non-U.S. account holder who
has completed the Membership Activation Process.
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25) can Non-U.S. members become Verified? (back
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Non-U.S. members who have completed their PayPal Membership have the status of "Non-U.S. - Verified." To complete their PayPal Membership, Non-U.S. members must confirm an email address, add a credit card, and enter their Member Number. |
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26) where do I find my Member Number (For Paypal Non-U.S. Verification)? (back
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It usually takes 2-3 business days for a Member Number to appear, depending on
the issuing bank and online availability of your credit card statement.
If you do not have online access to your statement you can find your unique
4-digit PayPal Member Number on your physical statement.
If you added a debit card, your 4-digit member number will be printed on your
bank account statement next to the $1.95 charge.
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27) how do I complete my Paypal Non-U.S. verification process? (back
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When you add a credit card, PayPal will charge your card USD $1.95 accompanied by a unique, randomly generated 4-digit Member Number. Simply check your next physical or online credit card statement and look for the 4-digit number next to the PayPal charge. Then, log in to your PayPal account and click the Complete Membership link on the Account Overview page to complete your membership.
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28) do I need to have/open a Paypal account in order to make payment for my order? (back
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No. Paypal now allows you to make payment via their system without opening an account with them. All you need to do is to enter your credit card information at Paypal's website during the checkout process. At the end of payment, Paypal will give you the option of opening an account with them. You can choose not to open an account with them if you do not want to, although we advise you to as we will not be able to issue you partial refunds if you do not have a Paypal account (only full refunds can be done). |
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29) where do you ship from? (back
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We will ship from Singapore (where we are based in), unless otherwise stated. |
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30) why are your shipping costs to the United States higher than that of other online stores? (back
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All of our orders are shipped from Singapore, unless otherwise stated. Hence, the shipping costs are much higher than that of other online stores, which ship from within United States. |
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31) what is Speedpost Courier? (back
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Speedpost Courier is an Expedited Mail Service provided by Singapore Post. It is the equivalent of USPS Global Express Mail (EMS). |
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32) why is the factory seal on my box broken? (back
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The factory seal is broken because we have to test all phones before shipping. It is imperative that we test the phones before shipping as we do not want to send you a faulty phone and waste your time in arranging an exchange of the phone, creating much inconvenience in the process. Our sincerest apologies for any inconvenience caused by this arrangement. |
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33) why do you accept credit card payments through Paypal only? (back
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We have reviewed other online credit card payment processors but we found Paypal to be the most ideal solution as they helped us reduce the fraud rate by verifying the credit card information. While we understand that the one-time verification process might be a slight inconvenience, we sincerely appeal to you to be patient as this process helped us reduce the fraud rate, and thus allow us to pass over the savings to you, our customer. |
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34) why am I receiving a 'Page Cannot Be Displayed' error message after I clicked on 'Continue' at the Order Review page during the checkout process? (back
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Some customers that are experiencing issues accessing the PayPal site could
be having a problem because of the encryption settings on their web browser.
Please check your settings with the directions below.
For Internet Explorer:
1. Open your Internet Explorer browser and select 'Help" from the toolbar
2. Select 'About Internet Explorer'
3. On the About Internet Explorer window, you will be given a version number
and a cipher strength (encryption rate)
4. If your cipher strength is less than 128-bit, please click the 'Update Information'
link (this will direct you to the Microsoft web site to upgrade your browser)
For people with less than IE6 here's a direct link - http://www.microsoft.com/windows/ie/downloads/recommended/128bit/default.asp
For Netscape:
1. Click 'Help' and then 'About Communicator or Navigator'
2. In the window that opens, look for a section on RSA security
3. If this section reads, 'This version supports U.S. security' , then your
browser supports 128-bit encryption.
4. Otherwise, it will indicate you have an export version, which only supports
40-bit. (Further details are also available by clicking on Security in the Navigator
toolbar)
5. If you need to upgrade your Netscape browser, go to http://home.netscape.com
and click the 'Download' graphic at the top of the page.
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35) which billing currency should I choose? (back
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You should choose your credit card billing currency. For eg. if your credit card is billed in EURO, choose EURO as your billing currency. This will protect you from any foreign exchange conversion loss, should there be a need to refund your payment. |
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36) an attempt to deliver my package has failed. What should I do now? (back
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You should contact the shipping company as soon as possible to arrange a suitable
date and time for another delivery attempt. The telephone number for some of the
shipping companies can be found below. For eg. If you are located in New Zealand
and you chose Speedpost Courier as your shipping method, call 0800-736353 to make
your delivery arrangements.
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FedEx |
Speedpost
Courier |
| USA |
1.800.463.3339 |
1.800.222.1811
(USPS) |
| Canada |
1.800.463.3339 |
1-888-744-7123
(Purolator) |
| UK |
0800-123-800 |
08708-50-11-50
(Parcelforce) |
| Ireland |
1800-535-800 |
1890-370-370
(SDS) |
| France |
0820-123-800 |
0-825-801-801
(Chronopost) |
| Australia |
13-26-10 |
13-13-18
(Australia Post) |
| New Zealand |
0800-733339 |
0800-736353
(New Zealand Post) |
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37) the online shipping status indicates that my package is currently held by customs. what should I do? (back
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You should contact the relevant department with your tracking number and ask them what you need to do to clear the package (e.g. make payment for the import duties).
For Speedpost Courier (EMS), the department to contact is your local post office. For TNT and FedEx, you would need to contact the local office of the respective companies. |
If you still have any questions, please feel free to contact
us.
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