Help Center

We are online 11am - 2am NZST, Monday to Friday, midday - 8pm Saturday and 4pm - midnight Sunday.

Order or ask a question at any time on live chat and we'll respond during those hours. Outside of these house, please contact us through the live chat or help centre and we'll respond by email. We're also available on contactus@buymobile.co.nz.

Our email address is contactus@buymobile.co.nz

Send us an email, or scroll down and click the button below to send an enquiry via a form. Better yet, you can speak with us in real time by clicking the chat button on the lower right of the screen.

Our postal address is 1/103 central park drive Henderson 0610, Auckland. It's not a customer-facing location though so you can't pick up or return goods there. Please be sure to select a suitable delivery address, or follow the instructions on how to get your device to a registered service centre.

For more information or to raise a contact form visit our contact page.

BuyMobile provides today's best mobile phones at amazing prices. Our team has been selling outright and unlocked mobile phones online for over 10 years and are passionate about providing excellent products along with great support.

Reasons to buy from us

• Years of industry experience 
• Over 200,000 customers served across Australia and New Zealand
• All devices outright, unlocked and discounted

Contact details

• Livechat (fastest and best method): Click the icon bottom right
• Email: contactus@buymobile.co.nz

More questions?

• Start a livechat now via the icon at the bottom right of the screen, or
• Visit our contact page.

Buy Mobile is dedicated to providing an excellent customer experience. Below are just some of the reasons to choose us as your mobility partner; 

• Latest mobile technology products, all on sale
• Live support, 7 days a week
• Quality, original products
• Free shipping insurance
• Safe and secure website
• New for old replacement policy

For more detailed information on this area visit this page.

Here at Buy Mobile we go to significant lengths to ensure that our customers are protected by the highest possible standards in data protection and security. The website is protected by several secure mechanisms. These include;

• HTTP across the entire site.
• 256 bit SSL
• 2048 bit RSA keys
• Client-side encryption
• PCI DSS payment gateway
• Tokenised payments
• Security screening and manual verification of all orders
• Full local warranty
• Free shipping insurance

To find out more about our security mechanisms see this link.

Buy Mobile sells brand new, original, unlocked, top quality devices, sourced from  New Zealand, Australia and around the world.

Network Compatibility
Our devices are unlocked and will accept a SIM card from any network, however may not support all bands offered by that provider. If you are unsure please don't hesitate to contact us for more information.

Local Stock
All local stock comes with a 12 month manufacturer’s warranty, which can be serviced at any authorised repair centre in your area. These items are detailed as local stock in the respective product listing.

International Stock
Unless otherwise stated within the product description, the majority of devices are sourced internationally as we get newer, better versions at more attractive prices for you. International stock is sourced from a variety of locations, dependent on availability, price and quality. As all stock ultimately comes from the same factories, in reality the only difference between phones sourced from New Zealand and overseas is in the charger, which may have a different plug.

Chargers
To combat this we include an adaptor and, wherever possible, a local charger, to ensure you will never go short with your battery. International stock handsets come with a local warranty serviced by our warranty partner.

Branding
Every effort is made to ensure that your new device is free from carrier software and branding, but this may not be possible for a small number of models.

Manual
Also, please be aware that some manuals and software may arrive in a non-English language, however we provide English versions in the specifications section of the product listing.  Should you have difficulty tracking it down, please contact us and we will email you the digital version.

Software
You may also find that there is a variation between the pre-installed software of a New Zealand and International version of the same device. In most cases the amount of 'bloatware' is lower in international stock, however some features advertised on the local manufacturer's website may not be present in our devices.

Buy Mobile takes privacy and security extremely seriously. This industry receives constant attention from those trying to order products with other people's credit cards without their permission, so as a result all orders must proceed through a stringent verifications process before shipment. This may involve a phone call from one of our friendly verification staff or the confirmation of a fully refundable, random nominal charge to your credit card by email.

Your order will not be processed until the verification is complete, however we will ensure that you are kept up to date throughout and please feel free to contact us at any time regarding your order progress. Buy Mobile reserves the right to cancel an order at any time. An order is not considered to be a contract of sale until the item has shipped and a tracking number provided. Invoices are valid at the time of issue but final details are subject to change at any time at Buy Mobile's sole discretion.

To ensure that you receive your new phone as quickly and safely as possible, we use a range of delivery options. Delivery times for all options are detailed below.

Insured Courier Delivery

• 3-7 days handling time.
• Generally next day from our Hong Kong warehouse into Auckland.
  
• Additional day to Wellington, Christchurch, Hamilton, Rotorua and Whangarei.
• Other more regional areas are usually between 2 to 14 days depending on remoteness.

GST

All sales have tax included in the final sale price.

Below are the shipping methods that we offer;

• Courier deliveries to New Zealand start at $21.90
• ODA courier deliveries to New Zealand start at $41.90
• Delivery charge varies by the weight of your package. Our checkout calculates this for your automatically.

Please note that we do not ship to PO Boxes or Parcel Lockers. Orders containing only accessories may take longer to deliver than device orders. This is due to the postal network as small items are sent by regular, tracked post. 

For GST information, please click here or scroll up to the GST section of this FAQ.

No matter where the phone is sourced, Buy Mobile makes all attempts to keep you regularly informed of when you can expect delivery.

For all instances a tracking number and a link to the courier’s website will be provided. This is emailed to you through our fulfilment system, normally on the evening of the day of shipment for metro areas and the following morning for regional or orders received late in the day.

We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

All devices come with our 12 month warranty, which is included in the standard purchase price.

• 12 month New Zealand-wide warranty.
• DOA replacement within the first 48 hours.
• Equivalent to manufacturer’s warranty from such companies as Samsung, Sony and HTC.
• Repair centres in various locations.
• Assessment Guarantee: within 48 hours of receipt, generally 24 hours or less.
• Repair Guarantee: within 30 working days of receipt, generally less than 7 days, and replacement phone offered if unable to repair within guaranteed timeframe. Within 60 days for photography products.
• Return postage to return the item to you is included.

The Warranty Period of the item starts at time of receipt by the first end user. The item may consist of several different parts, covered by different Warranty Periods.

Different Warranty Periods include: twelve (12) months for the mobile device, other than consumable parts and accessories; six (6) months for consumable parts, refurbished items and accessories, including batteries, chargers, desk stands, headsets, cables and covers, and; ninety (90) days for the media on which any software is provided, for example CD-rom or memory card.

As far as law permits, the Warranty Period will not be extended, renewed, or transferable with subsequent resale, repair or replacement of the item, unless sold through an authorised Buy Mobile wholesale channel .Repaired parts will be warranted for the remainder of the original Warranty Period, or for the sixty (60 days) from the date of repair, whichever is longer.

If a replacement handset is offered it will be of the same make and model where possible. If it is not possible to replace your item with the same make and model, Buy Mobile reserves the right to replace the item with a functionally equivalent item at its sole discretion.  In the case of the product no longer being available, we may choose to replace it with a similar product up to the same value. This value is determined by the last Buy Mobile retail price prior to the time of replacement. The replacement is not redeemable for cash. The warranty from the original item will transfer to the item that has been provided as the replacement.  It is not possible to extend or renew this warranty in any way.  The warranty period is not extended and will expire on the same date as the original warranty item's warranty expiration date.

Once you have been authorised with an RMA code you may return the item or the affected part (if it is not the entire handset) to the nominated Care Centre or BuyMobile designated service location. You must return your item or the affected part before the expiry of the Warranty Period.

When making a Limited Warranty claim you may be required to present:

 - The item (or affected part)
- The legible and unmodified original proof of purchase, which clearly indicates the name and address of the seller, the date and place of purchase, the product type
- The IMEI or other serial number

This Limited Warranty extends only to the original, first end user of the item and is not assignable or transferable to any subsequent purchaser. If you have no proof of purchase you cannot demonstrate that you are a contracting party. If you are a subsequent purchaser you can contact the Commerce Commission for further clarification of your rights.

This Limited Warranty does not cover user manuals or any third party software, settings, content, data or links, whether included or downloaded during installment, assembly, shipping or at any other time in the delivery chain or otherwise and in any way acquired by you.

To the extent permitted by applicable law, the repairer does not warrant that any manufacture’s software will: meet your requirements; work in combination with any hardware or software applications provided by a third party, or; that the operation of the software will be uninterrupted or error free.

The warranty does not extend to: normal wear and tear (including, without limitation, wear and tear of camera lenses, batteries or displays); transport costs, unless specified in your warranty option; defects caused by rough handling, including, without limitation, defects caused by sharp items, bending, compressing or dropping; defects or damage caused by misuse of the item, including use that is contrary to the instructions provided by the manufacture (as set out in the item’s user guide), or; any other acts beyond the reasonable control of BuyMobile.

This Limited Warranty does not cover defects or alleged defects where the item was used with, or connected to, a product, accessories, software and/or service not manufactured, supplied or authorised by BuyMobile, or was used otherwise than for its intended use. Defects are often caused by viruses from unauthorised access to services, other accounts, computer systems or networks. This unauthorised access can take place through hacking, password-mining, and a variety of other means.

This Limited Warranty does not cover defects where the battery has been short-circuited, or where the seals of the battery enclosure or the cells are broken and show evidence of tampering. Further, the Limtied Warranty does not cover defects where the battery has been used in items other than those for which it has been specified.

This Limited Warranty does not apply if the item has been opened, modified or repaired by anyone other than an authorised service centre, or if it is repaired using unauthorised spare parts. Further, the Limited Warranty does not apply if the item’s serial number, mobile accessory date code, or IMEI number has been removed, erased, defaced, altered or made illegible in any way. This will be determined at the sole discretion of BuyMobile and the repairer.

This Limited Warranty does not apply if the item has been exposed to: moisture; dampness; extreme thermal or environmental conditions; rapidly changing thermal or environmental conditions; corrosion; oxidation; spillage of food or liquid, or; influence from chemical product.

Use of non-standard subscriber identity modules (SIMs):

SIMs or SIM cards are small electronics cards issued by telecommunication networks that identify and allow customers to connect to and utilise a cellular mobile phone network. Use of non-standard or SIM cards not issued specifically by the network that the customer is subscribed to may result in damage to the phone. Use of any SIM not specifically and officially issued by the customer's subscribed network operator shall immediately void all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.

This includes copied SIMs, dual or multi-SIM modules and SIM adapters/carriers. Similarly use of a micro-SIM in a standard sized SIM slot (with or without an adapter or carrier module) shall have the same effect of immediately voiding all warranty offered with the handset and the handset will be deemed to no longer have a valid warranty of any kind.

A third party independent operator provides the SIM card and cellular and/or other network or system on which the handset operates. BuyMobile will not accept responsibility under this warranty for the operation, availability, coverage, services or range of the cellular or other network or system.

Before the item can be repaired or replaced, the operator may need to unlock any SIM-lock or other lock that may have been added to item by a specific network or operator. Accordingly, BuyMobile does not accept responsibility for any delay in warranty repairs where the delay is caused by the operator’s failure to unlock any SIM or other lock. Please remember to make back-up copies or keep written records of all important content and data stored in your item, as content and data may be lost during repair or replacement.

If testing analysis reports that Samsung Knox is Triggered or SuperSU is installed on the device, then ALL warranty cover is voided. This includes both software and hardware, as once custom kernels are flashed, or a device rooted the code gets rewritten, in line with rulings made by the manufacturer's this constitutes hardware damage.

BuyMobile, to the extent permitted by applicable law, shall not under any circumstances be liable, either expressly or impliedly, for any damages or losses of any kind whatsoever resulting from loss of, damage to, or corruption of, content or data during repair or replacement of the item. All parts of the item or other equipment replaced by BuyMobile is the property of BuyMobile.

BuyMobile and its authorised service companies reserve the right to charge an assessment and handling fee where the returned item is not covered by the terms and conditions of the Limited Warranty.

Claims for warranty that are found to fall outside of the terms and conditions of the warranty will attract an inspection fee that is payable to the repair centre prior to the customer's item being returned to the customer.  Failure to make this payment within 7 days of invoice will result in cost recovery being sought by the disposal of the item and other by other methods at the discretion of the warranty provider.

When repairing or replacing the item, BuyMobile may use products or parts that are new, equivalent to new, or re-conditioned. Your item may contain country specific elements, including software. If the item has been re-exported from its original destination country to another country it may contain country specific elements that are not considered defective under this Limited Warranty. BuyMobile will not be liable for repair or replacement where the item fails to meet performance or hardware expectations due to the build, quality or design of the device by the original manufacturer, unless the item is deemed faulty by BuyMobile or our authorised repair agent.

This Limited Warranty is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products. BuyMobile provides this Limited Warranty to BuyMobile products.

Without limiting your other rights under this Limited Warranty, if a product you have purchased off Buy Mobile fails to comply under any national laws relating to the sale of consumer products, then you can request that we remedy that failure and we may, choose to: 

- repair or replace the product; 

- or if it is not reasonable for us to repair the product, refund you the purchase price.

During the Warranty Period, BuyMobile (or a BuyMobile-authorised service company) may remedy defects in materials, design and workmanship, free of charge and within a time frame they consider reasonable. BuyMobile may also, at its sole discretion, deem it necessary to replace the item in accordance with the Limited Warranty.

This Limited Warranty is only valid and enforceable in the country where you have purchased the item, provided that it is intended for sale in that country.

In some cases a single issue may be complex or have unintended repeat or ongoing issues. If a repaired item experiences the same issue or a related issue as the original issue, BuyMobile reserves the right to perform further corrective repairs, configuration or software changes to correct the issue.

This privacy policy has been compiled to better serve those who are concerned with how their 'Personally identifiable information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.

What personal information do we collect from the people that visit our blog, website or app?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.

When do we collect information?

We collect information from you when you register on our site, place an order or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

      • To allow us to better service you in responding to your customer service requests.

      • To quickly process your transactions.

      • To send periodic emails regarding your order or other products and services.

How do we protect visitor information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

We use regular Malware Scanning.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use 'cookies'?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

      • Help remember and process the items in the shopping cart.

      • Understand and save user's preferences for future visits.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.

If you disable cookies off, some features will be disabled It won't affect the users experience that make your site experience more efficient and some of our services will not function properly.

However, you can still place orders .

Third Party Disclosure

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.

Third party links

We do not include or offer third party products or services on our website.

Google

Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en 

We have not enabled Google AdSense on our site but we may do so in the future.

California Online Privacy Protection Act

CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law's reach stretches well beyond California to require a person or company in the United States (and conceivably the world) that operates websites collecting personally identifiable information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals with whom it is being shared, and to comply with this policy. - See more at: http://consumercal.org/california-online-privacy-protection-act-caloppa/#sthash.0FdRbT51.dpuf

According to CalOPPA we agree to the following:

Users can visit our site anonymously

Once this privacy policy is created, we will add a link to it on our home page, or as a minimum on the first significant page after entering our website.

Our Privacy Policy link includes the word 'Privacy', and can be easily be found on the page specified above.

Users will be notified of any privacy policy changes:

      • On our Privacy Policy Page

Users are able to change their personal information:

      • By logging in to their account

How does our site handle do not track signals?

We honor do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.

Does our site allow third party behavioral tracking?

It's also important to note that we do not allow third party behavioral tracking

COPPA (Children Online Privacy Protection Act)

When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.

We do not specifically market to children under 13.

Fair Information Practices

The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.

In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:

We will notify the users via email

      • Within 7 business days

We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.

CAN SPAM Act

The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.

We collect your email address in order to:

To be in accordance with CANSPAM we agree to the following:

If at any time you would like to unsubscribe from receiving future emails, you can email us at

and we will promptly remove you from ALL correspondence.

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below.

buymobile.co.nz

contactus@buymobile.co.nz

Once you have finished adding items to your shopping cart, point your cursor to the red button saying "ADD TO CART." You will then be transferred to our secure CHECKOUT page to either login to your account if you have or place an order without one.

After providing this information: name and shipping details, you need to choose the shipping method (Standard, Express or P.O. box which takes an extra 5 days). Once done, Kindly proceed to payment terms. 

You will now need to enter your payment details. After completing payment, you are asked to choose if you're billing address is same as shipping address or use a different one. Once you are ready to complete your order, click "Complete order." You will receive an on-screen order confirmation, as well as a second confirmation via e-mail.

If you have difficulties in the checkout process, please feel free to contact our customer service support via chat or email.

First, click on the "Cart" icon on the upper right corner of the webpage. This will allow you to check all items that are currently in your shopping cart. Once you have identified the item tha you want to remove, click the X icon on the right side next to the price of the item. Once done, choose update cart and you can now continue shopping or complete your order.

First, Click on the "Cart' icon on the upper right of the webpage. This will allow you to check all items that are currently in your shopping cart. To change the quantity of an item in your cart, move cursor to the number box which is next to the product description. If you want to increase the quantity click on the arrow up, if you want to decrease the number then you may choose arrow down. Once you do this the quantity and the associated dollar amount will automatically change and reflect the correct amounts for both the quantity and the total cost. 

Please email us or have a chat with our Customer Service support team with your changes. Please note: If an order is already in transit (package has already left our warehouse), we can no longer change the shipping address for you. You need to contact the courier directly for this request.

At BuyMobile we provide the best small quantity unit pricing available on every item. Our algorithms run daily to determine the lowest cost in stock supplier. 

However if you are looking to purchase multiple items there is an efficiency of scale around sourcing and fulfilment that means we may be able to offer better pricing on a larger order.

If you are a business or looking for a bulk purchase and would like a quote, please fill in our wholesale application form with your details. If you are looking to make regular purchases, we offer credit accounts to vetted customers, so please complete this application. 

Once received, our wholesale team will come back to you with price, availability, payment and ETA information.