FAQs
1. Shipping
1.1. Shipping cost & time
The Phone Warehouse offers standard shipping and express shipping on all orders worldwide. The shipping cost and time depends on where you are located. Please refer to our shipping policy: https://thephonewarehouse.com.au/policies/shipping-policy
1.2. Where will my order be shipped from?
We are an Australian company located in Brisbane. All of our orders will be shipped from Brisbane by Australia Post or other courier companies depending on your location.
1.3. How long will my order take to dispatch?
Within 1-2 business days (excludes weekends and public holidays) on orders made before 9:00am.
1.4. Can I track my order?
Yes, the tracking information will be sent to your email once the order has been dispatched.
1.5. Can I change my shipping address after my order has been confirmed?
If your order has not yet been dispatched from our warehouse, we can update the address for you. To change your shipping address, please contact us by phone or email. However, if your order is already on the way, unfortunately, we are unable to redirect orders. Therefore, please ensure you provide the correct shipping address.
1.6. There is a missing/defective/incorrect item in my order, what should I do?
We apologise for the inconvenience. Please contact us at info@thephonewarehouse.com.au with photos/videos of the product and we will get back to you as soon as we can.
1.7. I have not received my parcel, what should I do?
Even though it's rare, Australia Post and other courier companies can lose your parcel. Please contact us at info@thephonewarehouse.com.au, and our support team will assist you with the issue.
2. Refunds & returns
As long as it has not been more than 30 days since you received your order, The Phone Warehouse is happy to process your refund and return. To start this process, please contact us at info@thephonewarehouse.com.au. For more information, please refer to our refunds and returns policy: https://thephonewarehouse.com.au/policies/refund-policy
3. Ordering
3.1. How do I pay for my orders?
We accept payments via Shopify and all major credit and debit cards such as Mastercard, VISA, American Express and JCB. We also support PayPal, Apple Pay, Google Pay and Shop Pay.
3.2. Can I amend and cancel my order?
Yes, you have the right to cancel your order for any item purchased from us for a limited refund.
3.3. How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement email from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified.
Not get your answer? Contact us via email: info@thephonewarehouse.com.au or via our contact form: https://thephonewarehouse.com.au/pages/contact-us