What do you need help with?
- Returning an Item
- Questions about My Order
- Questions about Shipping
- Questions about Refunds
- Questions about Payments
- General Questions
I received a faulty product or incorrect product. How long to do I have to return it?
We accept returns on Faulty or Incorrect products within 30 days of receipt of package. We will refund the cost of the item, original shipping cost, and the return postage.
I returned my package but I did not submit a return form. What happens now?
All return request must submit a return form for your request to be processed. Return packages without a return form submitted online will be held for 15 days. After 15 days, unclaimed items will be disposed of and returns will be completed without action.
Are returns subject to a restocking fee?
Any return for a refund may be subject to a 15% restocking fee. This fee may be waived for the following reasons:
- Carrier damage
- Defective product
- Product does not match advertising
- Received incorrect product
- Product was an extra item not ordered
Note: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.
Does Mobile Zap provide pre-paid postage to return products?
No, Mobile Zap currently does not provide pre-paid postage for returns. We do, however, reimburse the cost of the return postage, provided you have a receipt.
How do I return an item?
To return an item please see our Returns page
Where is my order?
Mobile Zap will keep you informed of your order via e-mail. If your order comes with tracking, the tracking number will also be emailed to you once the item is shipped.
Note: Our Standard Shipping method is not tracked orders shipped with this method are usually delivered within 15 days, but may take up to 20 days. Please wait until this time has elapsed – if you have not received your order within 20 days, please contact us and we will do everything we can to assist you.
If your order is tracked: You may also check our online Track My Order page for live updates by entering your order ID and your email address used to place your order.
How do I cancel my order?
To cancel your order, you must contact our Customer Service team, via contact us form, Monday through Friday between the hours of 9:00am and 5:00pm AEST. Any request outside of those hours will not be processed until the next business day. Please note, that most orders are shipped out same day as we endeavor to process orders as fast as possible.
I missed the delivery and my package was returned to Mobile Zap by the carrier. What happens now?
You have the option to have the package reshipped to you at your cost or you may have your order refunded minus the shipping cost.
Does MobileZap.com.au accept phone, fax or email orders?
Unfortunately, we do not accept phone, fax, or e-mail orders. All orders must be placed online.
Can I have my order sent to another address?
Yes, in most cases you can have your order sent directly to an address that’s different than the billing. However, you will have to provide proof of billing via a driver’s license, a recent utility bill or any form of photo ID which has the billing address printed on, to confirm you placed the order.
Products on backorder are available for purchase on our site. MobileZap.com.au charges the full amount of the backordered item. If items are backordered, a follow-up email will be sent to you with an estimated time of delivery and ships when products comes back in stock.
I received a non-Australian plug with my order, what should I do?
Please contact us if you receive a product sent with a plug that is not compatible with Australian wall outlets. We will be able to ship you an adapter at no charge.
When will my order be shipped?
If the products ordered are in stock, your order will be shipped the same day or next day following the time that your order has been validated by our customer service team.
My package was shipped but I have not received it?
Packages are usually received within the estimated date of arrival but on rare occasions carriers fail to deliver on time, so the package may arrive shortly after the dates provided. However as per our carrier’s policy we are unable to take action until 30 business days after the shipping date, as the package may still arrive.
How do refunds work?
Most refunds will be charged back to the original method of payment within the refund period. It takes us approximately two business days to process a refund back to your credit card and 2-3 business days for it to appear on your statement.
I received a link to pay via Paypal. What should I do?
The link was sent because you have a balance remaining on your account. You will need to follow that link to make a payment via Paypal. Once you complete the payment, respond to the email with the Paypal Transaction ID so we may add the payment to your account and process your order for shipping.
For general questions about our products, complete our contact us. Please do not submit multiple tickets, as it will slow down the system response time.
Can Mobile Zap Customer Support agents physically obtain a product and describe it to me?
Because our inventory is stored in our warehouse, our agents cannot physically get a hold of any product to describe it for you. All product information we have is displayed on our website. Please use the “Overview and Descriptions” and “Compatibility” tabs to learn about products you’re interested in.
Marketing & Media
If you have media or marketing inquiries, you can contact us.
If you'd like to place a business order or open a business account with Mobile Zap, see our Business Customers page.
Registered Office Address:
Mobile Zap Limited
Level 2, 83 Foveaux Street