Frequently Asked Questions

Phone Chase is a Gold Coast shop and online store for phone, tablet and computer repairs, refurbished and pre-owned devices, and accessories. We are in Surfers Paradise, and we also offer mail-in repairs across Australia.

Shop 39 (The Mark Centre), 3–15 Orchid Avenue, Surfers Paradise QLD 4217.

Open Monday to Friday 10am to 7pm, and Saturday and Sunday 11am to 6pm.

Call 0485 685 983 or email hello@phonechase.co. You can also use the contact form at the bottom of this page.

Yes. We buy iPhone 12 and newer, MacBooks from 2020, iPads from 2022, Samsung Galaxy phones from 2022, Google Pixel 6 and newer, and some other selected models. Here is how it works:

1. Tell us about your device. Fill in our Sell Your Device form with the model, storage and condition. Photos help.
2. Get a free quote. We reply with an approximate quote, usually the same day. There is no obligation to sell.
3. Bring it in. Bring your device to our Surfers Paradise store. We inspect it and confirm the final price.
4. Get paid. If you accept, we pay you cash. No shipping needed.

Before you come in, back up your data, sign out of your Apple, Google or Samsung account, and remove any passcode. We may ask for photo ID. We can only buy devices that belong to you and are not locked to someone else's account.

Yes, we consider working, faulty and damaged devices, including cracked screens and battery problems, which may still have value. The quote depends on the model, storage, age, condition and what still works, and the final price is confirmed when we inspect the device in store.

Send us the details through our Sell Your Device form for a free, no-obligation quote.

By repairing devices, selling refurbished and pre-owned devices, and offering trade-ins, we extend the life of tech products and reduce electronic waste. Devices we buy are refurbished for a new owner.

We offer screen repairs, battery replacements, software troubleshooting, diagnostics, water damage repairs and more. Tell us what is wrong and we will advise.

We repair iPhones, iPads, MacBooks, Samsung phones and tablets, Google and Oppo phones, laptops and more.

It depends on your device, the fault and the parts you choose. Use our repair estimate form and we will send a detailed quote before any work starts.

Most repairs (usually screens, batteries, charging ports and back glass) are done while you wait within 15–30 minutes when the part is in stock. If a part needs ordering, we arrange it and keep you updated. More complex faults take longer. We confirm timing before any work starts.

In person at our Surfers Paradise shop, or by post anywhere in Australia using our mail-in repair page.

Gold Coast customers can drop their device off at the shop. If you are outside the area, our mail-in service is the way to go. Request an estimate, send in your device and we will send it back repaired.

Quick external checks are free. If we need to open your device or run substantial diagnostics before we can recommend a repair, a $99 diagnostic fee applies. For water-damaged or dead devices it is charged upfront and covers our time and resources to find the fault and the fix. It is credited toward the total repair cost if you go ahead, and is non-refundable if you decide not to proceed.

Use our repair estimate form, call 0485 685 983 or email hello@phonechase.co. We will give you a detailed quote before any work starts.

We explain your parts options and costs before we start, including differences in quality and price (for example, OLED and INCELL screens), so you can choose. Ask us which part will be fitted to your repair.

Please back up your device before any repair. Some repairs involve resetting the device, and we cannot be responsible for data loss.

Often, yes. Water-damaged devices need a $99 diagnostic fee, charged upfront. It is credited toward the total repair cost if you go ahead, and is non-refundable if you decide not to proceed. Repairs on liquid-damaged devices are done without warranty because liquid damage can cause unpredictable problems later.

Yes. Every repair has a 3-month warranty on the parts we fit and our workmanship. See our Repair Warranty page for what is covered.

Repairs are not covered by change-of-mind returns. Once parts are ordered, a parts deposit (usually $50 to $100) is non-refundable if you change your mind. If you are unhappy with a repair, contact us and we will look at it. Your rights under the Australian Consumer Law always apply. See our Repair Warranty page.

Request an estimate online and confirm your quote. Back up your device, pack it securely and post it to us with tracking. We repair it, send you a final invoice, and ship it back with tracking once it is paid. See our mail-in repair page for the full steps.

Once your quote is approved and your device arrives, we repair it the same way as a walk-in repair. If the part is in stock, we start straight away. If a part needs ordering, we arrange it and keep you updated. Return shipping time depends on your location.

We guide you through packing it securely and keep you updated throughout the repair. Please use a tracked courier with signature on delivery.

You pay the postage to send your device to us. After the repair, we send it back to you with tracking.

Remove the case, SIM and memory cards. Wrap the device in bubble wrap, place it in a sturdy box and include a printed copy of your confirmation email.

Pre-owned devices have had no repairs. Refurbished devices have had a repair, such as a new screen or battery. Both are tested and graded, and each listing shows the repair history of that device.

Each listing states its cosmetic grade and notes any marks on that specific device. Grades describe appearance only. Every device is tested before it is sold.

Every iPhone we sell has a battery health of 85% or higher at the time of purchase. Most are 90% or higher, and some have a brand-new battery. For Android phones, tablets and computers, battery health is shown on the product page where it applies.

Yes. Our devices are unlocked and quality-checked, ready for their next owner.

Devices $500 and under have a 3-month warranty. Devices over $500 have a 6-month warranty. See our Refurbs Devices Warranty page for what is covered.

You have 48 hours from delivery or collection. The device must be complete, signed out of all accounts and unlocked. Sealed or untouched devices (not activated or set up, no SIM inserted, no marks) get a full refund. Opened or used devices get a refund less a 20% restocking fee. See our Returns & Refunds page.

Contact us as soon as you notice it. Your warranty and your rights under the Australian Consumer Law apply. For a major failure you can choose a refund or replacement. For a minor fault on a refurbished or pre-owned device we try to repair it first. We pay the postage on approved claims and never charge a restocking fee on faulty goods. See our Refurbs Devices Warranty page.

Refunds go back to your original payment method within 7 days of us receiving and inspecting the device. Your bank or payment provider decides how long it takes to show.

Yes, every device includes a fast charging cable.

We offer Standard and Express shipping within Australia and to New Zealand.

Orders over $70 AUD get free Standard shipping within Australia. Orders over $100 AUD get free Standard shipping to New Zealand.

Standard is $10 and Express is $15 within Australia. See our Shipping Policy for New Zealand rates.

Orders are processed within 1 to 3 business days. We do not ship or deliver on weekends or public holidays.

Australia: Standard takes 3–7 business days and Express takes 1–4 business days.

New Zealand: Standard takes 5–10 business days and Express takes 3–6 business days.

We currently ship within Australia and to New Zealand only.

When your order ships, we email you a tracking number. It is usually active within 24 hours.

If you cannot see tracking updates, please get in touch.

Contact us with your order number. If it is damaged, keep the packaging and send photos of the item and the box. We will sort it out with the carrier and arrange a resolution for you.

Yes. Choose Pick up at checkout and collect your order from Shop 39 (The Mark Centre), 3-15 Orchid Avenue, Surfers Paradise QLD 4217. Most pick-up orders are ready within 24 hours, and we email you when yours is ready.

Bring your order confirmation email and photo ID. Click and collect is not available for orders flagged by our fraud checks. If we need to verify your order, we contact you first. We may ask you to confirm your details, ship to the billing address instead, or cancel and refund the order.

Afterpay is available at checkout on eligible orders. It lets you split your purchase into instalments. Afterpay approves each purchase and sets its own limits, terms and any late fees, so read its terms before you choose it. We also accept Apple Pay, Google Pay and Shop Pay, and you will see all the payment options available for your order at checkout.

Accessories have a 30-day warranty against faults. See our Accessories Warranty page.

Yes, within 48 hours of delivery or collection. Sealed items get a full refund. Opened items in resaleable condition get a refund less a 20% restocking fee. See our Returns & Refunds page.

Email hello@phonechase.co within 48 hours of receiving your item, with your order number. We will reply with return instructions.

Opened earphones, personalised or customised items, gift cards and repairs cannot be returned for change of mind. Faulty items are always covered. Contact us.

Cases, screen protectors, chargers, cables, power banks, wireless chargers, MagSafe accessories, car mounts and more for phones and tablets.

Durable cases and tempered glass protectors can prevent costly repairs, so they pay for themselves.