FAQs
Frequently Asked Questions (FAQs)
Welcome to Mobile City! We’re committed to providing high-quality products and exceptional service. If you have any questions during your shopping experience, you’ll likely find the answers below. If not, feel free to contact our customer support team anytime.
Product Information
Mobile City primarily sells Apple iPhones and Samsung Galaxy phones, including their full range of accessories.
We also stock selected models from other popular brands such as Google, Oppo, Xiaomi, OnePlus, and more. Check the Category section on our homepage for the latest available brands and stock.
Mobile City offers both brand-new and high-quality pre-owned phones. All used devices are thoroughly tested and graded. Every device also comes with a warranty for your peace of mind.
These are grading levels that describe the phone’s cosmetic condition and usage:
- Like New: Near new, with almost no visible scratches.
- A Grade / Excellent Grade: Minor signs of use, fully functional.
- Good: Noticeable scratches on the exterior, but the device works perfectly.
Unless otherwise specified, all refurbished phones come with a battery health between 90% and 100%. Please check the product detail page for more information.
For the same iPhone model, some devices may have non-functional Face ID because once Face ID is damaged, it’s generally not repairable. However, all other functions work normally. These phones are sold at a more affordable price for customers who don’t need Face ID.
Of course, we also stock the same models with fully working Face ID. Please click into the listing to check the details.
We occasionally offer student discounts and special promotions, so we recommend checking our homepage banners or subscribing to our newsletter for the latest updates.
For bulk purchases (ideal for businesses, schools, or organisations), please contact us directly for a customised quote and special pricing.
Orders & Shipping
To purchase a product online, simply browse our product categories, select your desired phone or accessory, choose the specifications, and click “Add to Cart.”
Then, follow the secure checkout steps to complete your order.
First, check your spam, junk, or promotions folder. If the email is still missing, it may be due to a mistyped email address.
You can send us an email to confirm that your order was placed successfully.
A product marked as “Backorder” is currently out of stock but is expected to return soon.
Once we receive your order, our team will confirm the estimated restock date. You’ll then be contacted to decide whether you’d like to wait for the item or adjust your order.
If your order hasn’t been shipped yet, please contact us as soon as possible. Once the order has been dispatched, any changes will need to follow our return and refund policy.
Yes! Simply select “Local Pickup” at checkout. Once your order is placed, bring your Photo ID and Order Number to our store for same-day pickup. In some cases, we may ask for additional verification.
📍 Address: 704 Great South Road, Penrose, Auckland.
Mobile City offers nationwide shipping across New Zealand:
- ✅ Free shipping for all orders over $50
- 🚚 $9 flat-rate shipping with signature and track & trace
- ⚡ $39 same-day delivery available in select Auckland metro areas
You can view all available shipping options at checkout.
Mobile City ships all orders using NZ Post Courier, ensuring fast and reliable delivery.
Yes, we can deliver to PO Boxes anywhere in New Zealand.
We dispatch most orders within 24 business hours. Please note that weekends and public holidays are excluded from shipping schedules.
For most urban addresses, delivery takes 1–2 working days. Rural or remote areas may take 2–4 working days or slightly longer, depending on the location and courier workload.
🚚 We also offer same-day delivery for most Auckland metro areas.
Once your order has been dispatched, a tracking number will be provided. You can use this number to check the delivery status anytime on the NZ Post website.
If you didn’t receive a tracking number by email, please check your spam or trash mail box, or feel free to contact us at [email protected] to request it.
If your item arrives damaged, please keep the original packaging and take clear photos of the product and box within 24 hours of delivery.
Contact our support team immediately so we can file a courier claim.
Warranty & After-Sales
- New devices: Covered by the manufacturer’s warranty, usually 12 months or more.
- Refurbished / used devices: Covered by Mobile City’s own warranty, ranging from 1 to 12 months, depending on the product.
- Accessories & repairs: 90-day warranty (excluding user damage).
✅ Covered: Non-physical faults such as display issues, charging problems, and functional failures.
❌ Not covered: Physical damage (e.g., drops, liquid damage), cosmetic wear, or third-party tampering.
Please contact us at [email protected] with a detailed description of the issue.
We’ll arrange a diagnosis, repair, or replacement, depending on the nature of the fault. Please make sure to include your order number when contacting us.
Absolutely. All our second-hand products are sourced from trusted suppliers, thoroughly tested (including hardware, battery, and functionality), and fully wiped and restored before being sold.
Payment & Financing
Yes, shopping online at Mobile City is 100% secure. We use trusted and encrypted payment gateways such as Verifone, eWAY, Stripe, PayPal, and BNPL options including Afterpay, Zip, Gem, and Klarna.
Your payment details and personal information are fully protected throughout the entire transaction process.
We support a wide range of secure payment methods, including:
- Credit/Debit Cards: Visa, MasterCard, and more
- Buy Now, Pay Later (BNPL): Afterpay, Zip, Klarna, Gem
- Other Methods: POLi, PayPal, and bank transfer
Absolutely! You can purchase phones and accessories using Afterpay, Zip, Klarna, or other BNPL (Buy Now, Pay Later) payment methods.
Just select your preferred option at checkout to split your payment into interest-free instalments. BNPL is available on most phones, including iPhones and Samsung models.
The initial payment depends on the device and the instalment method you choose. The exact amount will be automatically calculated at checkout.
Yes. We are a Work and Income approved supplier and can provide WINZ Quotes.
Simply email us the link to the product you’re interested in at [email protected], and mention that you need a WINZ Quote. We’ll prepare the quote and send it to you by email.
Yes, all orders include 15% GST. If you need a formal PDF invoice, please email us at [email protected].
Other Questions
Yes, you can trade in your old phone or sell your used device to Mobile City. Simply visit our Trade-In page, fill in your phone’s details, and we’ll provide a quote.
You can also bring your device to our Auckland store, where we’ll give you a quote within 5–10 minutes. If you accept the offer, we can pay you on the spot.
Your trade-in value can be used towards purchasing a new phone, accessories, or even repair services — it’s a fast and easy way to upgrade.
Yes, we provide professional phone repair services. Please contact us or visit our Repairs page for pricing information.
We also offer repair services for MacBooks, iPads, tablets, and laptops.
Our shipping is mainly within New Zealand. For international orders, please contact us first to confirm availability.
Our phones range from $200 to over $2,000. You can choose a model that suits your budget or contact our team for personalised recommendations.