Q: What happens Mobile Monster receive my phone and it fails the working condition test?

We will offer you a revised price, if you reject this we can send the device back free of charge.

Q: What happens Mobile Monster receive my phone and it fails the "as new" cosmetic condition?

We will offer you a revised price, if you reject this we can send the device back free of charge.

Q: How long does payment take?

Once we receive your device it is always paid within 24 hours.

Q: What do I need to send in with device(s)?

For the working condition - only your device is required, you don't need to send in your charger/box.
To be qualified for the "As New" on some of the devices it will state that you need the box and manual. Check the "As New" criteria.

Q: Will you accept my device if it's stolen or counterfeit?

No, we do not purchase stolen or counterfeit goods. We will hand them into the Police.

Q: Can I send in more than one device?

Yes, you can add as many devices as you wish. Just add more to the cart.

Q: What happens if I send in my device and it has a funny cover on it, will you make fun of me?

No, we will never judge your phone cover taste. Unless it has a Kim Kardashian cover then we might be tempted to make fun of you.

Q: Do you pay anything extra for additional batteries, cases or cases and covers?

We won't pay anything extra for additional batteries, or any accessories.

Q: If my phone is locked to Telstra, Vodafone or Optus will I receive less money for it?

No. We don't take any money off for devices locked to "Australian carriers".

Q: Do I need to send you the box and manual?

For a working device, we do not need any boxes, manual or accessories. We only need the handset. For certain devices – to meet the ‘As New’ Criteria we do require the complete box and manual. You can find out the ‘as new’ criteria when selecting the condition by hovering over the ‘as new’ box. 

Q: What if my phone is locked to an overseas carrier?

Overseas carrier locked devices do not work on Australian networks, we do not purchase these phones and can only offer to recycle these for parts to keep them out of landfill.  

Q: Do you purchase iCloud locked devices?

The iCloud activation lock used to stop anyone from using or activating a device that's been lost or stolen and as such, we do not purchase iCloud locked devices unless they can be unlocked by the account holder.
If they cannot be unlocked, we can only offer to recycle them for parts to keep them out of landfill.

If you are unsure on how to unlock your phone from iCloud please visit this link mobilemonster.com.au/turn-off-my-activation-icloud-lock

Q: What happens if my phone is barred or blocked by a network?

We check every device we receive with the AMTA database to determine if the phone has been blocked or stolen. If your device has been blocked, we report this to the police, no payment is made and the device is not returned.

If you are the original owner you can contact the network provider who has blocked the phone to have it unblocked.

Q: What is your ‘Risk free evaluation service'?

With Mobile Monster, you can send in your device for an evaluation completely free. We offer a reply-paid address and a free satchel option, so you don’t have to pay anything for postage.

If the quote for your device changes and you are not happy, we can return the phone to you free of charge via registered post. 

Q: Do I pay for postage?

No, we do! Our reply-paid address pays for the standard shipping cost. We recommend adding a tracking label to your order as this allows you to track the parcel in transit with Australia Post. 

Q: Can I drop my device off to you?

Yes, you can! When creating a sell order using our website, you can select the drop off option as the delivery method. We will send you an email with some instructions and our address. 

Q: What are your operating hours?

We operate 9 am to 5 pm Monday to Friday. 

Q: What is the difference between ‘As New’, ‘working’ and ‘dead’ condition

As New – These are phones without any signs of use, no scratches or dents. For some models we do require that the complete box and manual is included to achieve the ‘as new’ price.

Working – These are your standard second hand devices. Working devices have your standard levels of cosmetic damage such as minor scratches and dents on the device. If your device has a fault, you can select it from the list that appears when selecting the working condition.

Dead – These are the devices that do not power on, they can be water damaged but must still be completely intact with no missing parts. 

Q: My phone is not listed on your website?

If you have a newly released phone we may have not added your device to our website yet, feel free to send us an email and we can look to add it.

Older devices no longer have value in the second-hand phone market, if your old mobile phone is not listed on our website we are no longer buying it. It is best to recycle these with Mobile Muster to avoid them going into landfill. 

Q: How do I check the status of my order?

You can login to mobilemonster.com.au and you can see a list of the orders you have placed with the current status for each order.

Q: I want to send two iPhones in but I have erased them and can't find out what the capacity (GB's) are, what do I do?

Submit them as 16GB's on the website, when the staff check them if they are higher they will increase the price automatically and send you an email.

 Q: Why did I receive less when being paid via PayPal?

PayPal charge a 2.6% + 30C service fee when receiving payment through their service. You can use the following page to calculate fees PayPal will take from the transaction: PayPal Fees