FAQs

What is contained in the box?

The phone package we send to you is the brand new original box and includes all accessories found in the retail phone package.

The contents vary from manufacturer to manufacturer. The important thing to note is that the phone is brand new and unlocked, so you can use any SIM card from any network with your phone.

 

Are the phones you sell brand new?

Yes! All phones sold by Smooth Mobiles are 100% brand new, in the original manufacturer’s box, sent direct to you from the manufacturer’s distributors. Our phones are all UNLOCKED, meaning you can use any network and simply have to place your SIM card in the phone and turn it on.

We do not, and never will sell secondhand phones and absolutely guarantee that you will receive a brand new phone.

You will always get the genuine article, so if the phone says Nokia in the description, you will be 100% guaranteed of receiving a Nokia phone made in a Nokia factory. It’s that simple.

 

What is your money back guarantee?

It’s not always easy buying a mobile phone, particularly online. At Smooth Mobiles we know it’s often hard to make an informed decision without actually touching, feeling and seeing the phone before you buy it.

But even buying a phone from a High Street store has its problems. You often just don’t know if you will like a phone until you have had the chance to turn it on, test the reception and check out all the gadgets.

That’s why at Smooth Mobiles we offer you a unique solution.

 

Our 7 Day, No Questions Asked, Unconditional Money Back Guarantee.

For every phone purchased from us we give you 7 days to make sure the phone is right for you.

You can do everything you can think of to see if you are truly happy and want to keep the phone. Even if the phone just doesn't feel right, even if you change your mind and just don't like the colour, just send it back to us and we will happily refund your money, no questions asked.

And that’s a promise.

Just contact us by email within 7 days to let us know and we will take of it.

The only thing we do ask is that the phone must be absolutely brand new. That means everything must be in perfect condition with no marks, scratched or screen protectors removed, along with all accessories, as well as the original box and packaging.

Simply send the item back at your expense using your own preferred method of shipping, provided it is insured with a tracking number.

As soon as we receive the phone and check it out, we will refund your money that day. Of course, the shipping costs are on you but hey, it’s got to be worth the peace of mind!

 

What exactly is your testing process before shipping out phones?

Getting your new mobile phone only to discover it is D.O.A. (Dead On Arrival), or some other function is not working properly, isn’t just a problem it is damn annoying. It doesn’t matter if you walk into the manufacturing plants of Sony, Nokia, Motorola or Samsung, sometimes phones can, and will, just simply not work as they should.

At Smooth Mobiles, every single phone shipped from our warehouse undergoes The Smooth Mobiles Test Service before being sent to you.

Every phone is taken out of its box, the battery is installed, the phone is turned on and features such as the LCD screen, camera, loudspeaker and dialling are thoroughly tested.

Once our technician is certain the mobile phone will not arrive to you D.O.A., the Smooth Mobiles Satisfaction Seal is placed on the box, indicating it has passed the Smooth Mobiles Test. The phone is then packed securely, ready to be shipped to you.

Naturally this service costs us money, but we want to provide the best support in Australia and ensure that your phone arrives in the best condition possible.

Customer satisfaction is the most important part of our business! We are happy to pay a little extra ourselves, just to ensure that you don’t go through the drama and hassle of returning your phone, or sending it to be repaired.

We believe we are possibly the ONLY seller into Australia that offers this service!

 

Our guarantee means you will receive a fully working, brand new and unlocked phone from Smooth Mobiles. You have our word, and our money back guarantee to back this up.

Remember, we open each and every phone to complete our Smooth Mobiles Test, before shipping your new phone to you. Though this takes some considerable time for us to do, it means you are receiving a fully working mobile phone each and every time.

 

Do your phones come with a warranty?

Every phone we sell comes with our comprehensive 12 month Smooth Mobiles warranty included in the standard price. For a small additional cost we also offer you the option of purchasing an Extended 12 Month Warranty, meaning that you have 24 months of cover for your new mobile phone. If your mobile breaks down, provided it is not due to physical damage or water damage, we will fix it, no questions asked. We will even pay the shipping back to you when the repair is done.

We are very proud of our repair team and believe them to be second to none. In fact, more often than not, they will identify and repair any problems the same day they receive it and have the phone on its way back to you as soon as possible. You just need to send the handset at your own cost, we will take care of the rest.

In addition, our latest innovation offers you an alternate repair service. If you know a local mobile phone repair company and would prefer to deal with them, we now give you the option to take the phone to them to be fixed. We deal directly with them and take care of the cost of repair.

The huge advantage of our warranty is that you will ALWAYS know where you phone is and how long it will take to repair. You can call us anytime during office hours and speak directly to the repairer to get a status update on your phone.

Compare this with a major manufacturer who will send the phone on to someone else, which could then take days, weeks or even months to repair, with you having little or no idea where the phone is or who is responsible for it. And don’t ignore the option of our 12 Month Extended Warranty, meaning you’ll have a total of 24 months cover for your new mobile phone. This is an inexpensive investment toward the long-term care of your mobile. Imagine the peace of mind, knowing that any manufacturer defects will be covered by our warranty for a whole two years!

 

What payment methods do you offer?

Visa & MasterCard
PayPal
Bank transfer via Internet Banking
Cash Direct Deposit at any ANZ Branch (cheques are not acceptable)
Bank Cheque/Money Order/Personal Cheque mailed to our PO Box

 

How much does shipping cost?
How does my phone get shipped?
How long does it take?

Smooth Mobiles offers a standard shipping charge of $29.00 Australia wide for a single item. For orders with multiple items, additional charges are $10 each.

All our phones are shipped using either FedEx International Priority, or Australia Post Express Delivery, depending on whether your phone is coming from our Hong Kong Warehouse.

We guarantee that your phone will undergo comprehensive and rigorous testing before being shipped and you will receive the same quality product no matter where it comes from.

All phones are dispatched on the next business day following confirmation of cleared payment. Normally we will receive notification of cleared payment overnight, then prepare and ship your phone to you the next morning. You will then receive your package with the next 2-5 business days (sometimes an extra day for remote locations).

If you have any concerns about how quickly you will receive your phone, just take a moment to check out at our eBay feedback. You will see that almost all of our customers comment on the lightning fast delivery and fantastic service they received. Our commitment to you is that we will do whatever we can to get your phone to you as quickly as possible.

 

Can I track my order?

Yes, once we receive notification that your payment has cleared, we will dispatch your phone on the next business working day.

When the package is shipped you will receive an email containing a link for order tracking and estimated time of arrival.

 

Are you a Telstra dealer, or do you sell Telstra branded phones?

Smooth Mobiles is NOT an authorised Telstra dealer and we do not sell Telstra branded phones.

All of the Next G compatible phones we sell operate on the WCDMA/UMTS 850 Frequency, which is the required frequency to work on the Telstra Next G network. Telstra states, within FAQs on its website, that any phone that has the WCDMA/UMTS850 Frequency will work perfectly in the Telstra Next G Network.

 

I get confused with all the technological terms. Can you explain what 3G and Next G are and what are the differences?

Not everyone is a mobile phone geek and it can be very confusing as to what all the terms mean and what you should be looking for in terms of your network services. If you live in Broken Hill you will have different needs to someone working in the Sydney CBD.

Below are explanations to some of the terms you will see in our product descriptions.

 

What do CDMA and GSM mean?

CDMA and GSM are competing mobile phone service technologies.

CDMA uses electromagnetic energy to allow a signal with wider bandwidth, meaning that it has a better capacity for voice and data communications and is the common platform on which 3G technologies are built.

GSM uses a narrowband TDMA technology, meaning that up to 8 simultaneous calls can be made on the same frequency. This gives it much greater flexibility, as you can use your SIM card in any GSM phone, and hence it has become the de facto standard in Europe and Asia.

What does 3G mean?

3G stands for 3rd generation and is a generic industry term used to describe the speed of your mobile connection.

3G technologies enable network operators to offer the user a wider range of more advanced services, such as wide-area wireless voice telephony and broadband wireless data, all in a mobile environment. Also it allows the operators to gain greater network capacity, via improved spectral efficiency.

Still confused? Well, basically 3G is a LOT faster than 2G in phones. It is like upgrading your home computer from dial up to a broadband connection.

What does Next G mean?

Next G is Telstra’s own name for its 3G connections, though it is actually faster and more wide-ranging than normal 3G (you may see it referred to as a 3.5G network).

Next G works on the 850MHz frequency and encompasses all 3rd Generation facilities, such as video, high-speed data etc. However, because it is based on high bandwidth technology it is not restricted to the GSM limit of 32km range.

So what is the difference between 3G and Next G?

The only real differences are frequency, speed and coverage. However, Next G is a proprietary format. This means it is restricted to Telstra customers only and you must have a Next G SIM to utilise the service.

So I need a Telstra Next G phone to operate the Next G network?

Well, yes and no! Next G uses the UMTS 850 Frequency, so only phones capable of operating on this frequency can utilise the network.

If your put a Next G SIM card in a phone that does not support the UMTS 850 Frequency, it may work on Telstra’s UMTS 2100 network, which has a smaller coverage area.

However, if your phone is compatible with the UMTS 850 frequency you can connect to the network (hence the term Next G compatible). If the handset does not support these frequencies, generally it will revert to the 2G network.

Will all Next G services work on Smooth Mobiles UMTS 850 phones?

All phones from Smooth Mobiles come free of carrier software (unless specified otherwise), so some additional configuration may be needed to access high-end services like Mobile FoxTel. However SMS, MMS, mobile email and internet are relatively easy to set up and most functions will work straight out of the box.

 

For more clarity and information on any technical issues, please feel free to contact us.

 

I have more questions. How can I get in touch?

We are always to happy to answer any questions you may have.

To get in contact with use the contact us link above and your questions will be answered as soon as possible, usually within the same business day.