FREQUENTLY ASKED QUESTIONS
GENERAL
What is Phone Chase?
Phone Chase is your online destination for professional mobile repairs, premium accessories, and quality-checked refurbished devices. Based on the Gold Coast, we also offer mail-in repair services across Australia.
How can I contact you?
Contact us through our website’s inquiry form, via chat, or email us for any questions or service requests.
SHIPPING
What shipping options are available?
We offer Standard and Express Shipping options.
Orders over $70 AUD qualify for FREE Standard Shipping within Australia.
Orders over $100 AUD qualify for FREE Standard Shipping within New Zealand.
How long does shipping take?
AUSTRALIA:
Standard shipping typically takes 3–7 business days, while express shipping takes 1–4 business days.
NEW ZEALAND:
Standard shipping typically takes 5–10 business days, while express shipping takes 3–6 business days.
Do you ship internationally?
Currently, we only ship within Australia, and New Zealand.
How can I track my order?
Once your order is dispatched, you'll receive a tracking number via email to monitor your shipment.
If you're having issues getting tracking information please get in touch.
REPAIRS
What types of repairs do you offer?
We offer a comprehensive range of services for your electronic devices, including screen repairs, battery replacements, software troubleshooting, diagnostic services, water damage repairs, and more. Simply let us know what assistance you require.
What electronic devices do you repair?
We repair a wide range of devices, including iPhones, iPads, and MacBooks, Samsung phones and tablets, Google and Oppo phones, laptops, and more.
How long does a typical repair take?
Most repairs are completed the same day, others within 1–2 business days, depending on the issue's complexity and parts availability.
What areas do you serve for repairs?
We provide in-person repairs to customers on the Gold Coast and mail-in repair services across Australia.
How does your repair process work?
For Gold Coast locals, you can conveniently drop off your device at our location or arrange for us to collect it. If you’re outside the area, our mail-in service is an excellent option. Simply request an estimate, send in your device, and receive it back fully repaired.
Do you offer a diagnostic service?
Yes, we provide a complimentary diagnostic test to assess the issue with your device, outline the necessary repairs, and provide an estimate of the associated costs.
How do I get a repair estimate?
Use our online repair estimate form or contact us through chat or email. We’ll provide a detailed quote before initiating any work.
Do you use genuine parts for repairs?
We use high-quality, OEM parts to ensure the best performance and longevity of your device.
Do you offer a warranty on repairs?
Yes, absolutely! All repairs come with a 3-month warranty that covers both the work and the parts used.
For more information, please visit our warranty page for more information.
What is your refund policy for repair services?
If you're unsatisfied with our repair service, contact us asap within 7 days to discuss potential resolutions, including refunds.
REFURBISHED DEVICES
What is a refurbished device?
A refurbished device is a pre-owned product that has undergone a comprehensive testing process, repairs (if required), and quality assurance checks to guarantee its optimal working condition.
Can I trade in my old device?
Yes! Please contact us with as much detail as possible so we can provide you with a quote. You have the option of trading it in for store credit toward a refurbished device or accessories, or selling it to us outright.
Are refurbished devices reliable?
Absolutely. All our refurbished devices are fully unlocked, quality-checked, and ready for their next owner. Plus, they’re environmentally friendly and cost-effective!
What kind of condition are refurbished phones in?
Refurbished phones appear almost identical to brand-new devices. They undergo rigorous inspections and necessary repairs to ensure their proper functioning.
What warranty is provided with refurbished devices?
Every refurbished device we sell comes with a 6-month warranty covering hardware defects.
Please visit our warranty page for more information.
What is your return policy for refurbished devices?
We offer a 14-day return window for refurbished devices, provided they are in the same condition as received.
How are refunds processed for refurbished devices?
Refunds are processed to the original payment method within 5–7 business days after we receive and inspect the returned device.
Do refurbished devices come with accessories?
Yes, all refurbished devices include a fast charging cable.
ACCESSORIES & PRODUCTS
What is the warranty on accessories?
All accessories come with a 6-month warranty covering manufacturing defects.
Can I return an accessory if I'm not satisfied?
Yes, we offer a 14-day return policy for accessories in their original condition and packaging.
How do I initiate a return for an accessory?
Contact us within 14 days of purchase to start the return process.
Are there any non-returnable items?
For hygiene reasons, certain items like earphones may not be returnable unless faulty.
What accessories do you sell?
We offer premium cases and screen protectors for phones and tablets, as well as chargers, MagSafe accessories, and more. Stay tuned for the launch of our exclusive in-house tech accessories brand!
Why should I invest in quality accessories?
Investing in quality accessories, such as durable phone cases and tempered glass protectors, not only enhances the protection of your devices but also saves you money in the long run by preventing costly repairs.
MAIL-IN SERVICE
How do mail-in repairs work?
Simply request a repair estimate online. Once you’re satisfied, ship your device to us. We’ll repair it and send it back as quickly as possible.
How long do mail-in repairs take?
We typically complete repairs within 1–2 business days of receiving your device. Return shipping times depend on your location.
Is it safe to mail in my device?
Yes, we’ll guide you securely through the packaging and insurance of your device’s shipping, and we’ll keep you updated throughout the repair process.
SUSTAINABILITY & eWASTE
How does Phone Chase help reduce e-waste?
By repairing devices, encouraging the purchase of refurbished devices, and offering trade-in programs, we extend the lifespan of tech products and reduce electronic waste.
Can I recycle my old device with you?
Yes! Sell or trade in your used device to us, and we’ll ensure it’s refurbished for a new owner or recycled responsibly.