• Frequently Asked Questions



  • Placing My Order

    How it works

    You can find out how it works by visiting our ‘How it works’ page.

    How can I find out how much my phone is worth?

    You can either type your handset make and model or IMEI number into the quick search box on the top right hand side of the website. Or search your phones make and model on our Search page

    Do you accept stolen and counterfeit phones?

    No, we don’t accept stolen and counterfeit phones. Any phones we receive that have been blocked or that we discover has been stolen will be passed onto the New South Wales police. All transactions are uploaded to the NSW second hand trading police portal.

    Can I trade in any mobile phone?

    Yes, you can trade in any mobile phone you want as long as it is on our database. If your used mobile phone is not listed, the chances are we no longer buy that model. If you think your phone should be listed, please get in touch at customercare@bouncemobile.com.au.

    How many mobile phones can I trade in?

    You can send as many mobile phones as you want, although you can only send 3 phones in any one order. If you intend to send us more than 10 mobile phones, you can contact our team at enquiries@bouncemobile.com.au

    I want to send in extra phones with my order, can I?

    You can send in as many phones as you want but please make sure you check their value on our website first to avoid disappointment, as we cannot pay for devices with no value. We will safely dispose of any unusable phones.

    If you have 10 or more phones to send in, just get in touch at enquiries@bouncemobile.com.au and we’ll organise courier collection for you.

    What happens to the phones I send in?

    The used handsets are thoroughly checked by a technician to assess their condition. For most phones, if your phone is in good working condition it will be re-commissioned to be sent on to people in developing countries where the cost of a new phone is sometimes unaffordable. If your phone is beyond repair, it can’t just be chucked in the bin like general rubbish, it will be recycled and disposed of correctly.

    Can I buy used mobile phones from you?

    At this time, we do not have mobile phones available for purchase.

    How will you know it is my mobile phone?

    If you request a Bounce Mobile envelope there is a unique barcode on the customer returns note which is how we track your phone. We ask that you tear off the returns note and place it in your parcel with your phone.

    If you want to send in your phone immediately, without our packaging or printing the label, please write down the address and include your order number with your device. Make sure you enter your phone's IMEI number when getting a quote on the website. This is your phone's unique identification number and is the safest way to identify your phone. Type *#06# into your phone to get your IMEI code.



    Assessing My Phone

    Do you accept broken mobile phones?

    Yes. We pay a reduced amount for phones that are not working. The price we quote on the website is for a working phone, once inspected we will offer you a revised quote based on the condition of your phone.

    What is the definition of a mobile phone in full working order?

    Valuation price of a ‘working phone’ means:

    • The phone must turn on and off
    • The phone must be fully functional
    • The screen must be working and intact
    • The touch screen (if applicable) must not be cracked
    • The battery must be included
    • The phone must not have physical or liquid damage

    How do I know what model of mobile phone I have?

    The model of the mobile phone is found on a barcode label under the battery on most models. Take out the battery and look carefully at the label. For Apple iPhones, go to support.apple.com/kb/ht3939 which explains in full how to identify your model.

    What if my mobile phone is not in full working order?

    We may pay a reduced amount for your phone if it is not in full working order. We will ensure that it is either repaired so that it can be used again or recycled responsibly. Once your phone(s) have been received and inspected, Bounce Mobile will offer you a revised price via email based on the results of the phone inspection. If you do not reply within 7 days, we will pay the quoted amount in the email to the payment method you selected when placing your order. Bounce Mobile cannot be held responsible for the non-delivery of emails because of spam email or junk filters. We’ll make our best efforts to reach you and unfortunately phones cannot be returned after this 7 day period. If you choose to decline the offer within the 7 day period, we can return the phone (s) to you for free. Please allow up to 3 working days to receive your returned phone.

    Do you charge to send my phone back if I don’t like the revised quote?

    No! We promise we will send your phone back for free if you’re not entirely happy with our quote.

    What is "Water Damage"?

    Any liquid that gets inside your phone will cause serious permanent damage. Sometimes a phone will continue to work after liquid has got in but more than likely it will stop working within 1 or 2 months. There are indicators on some phones alerting engineers to water damage, typically there is a liquid sensitive sticker that turns red when it comes into contact with any liquid.

    Why is the price I was quoted different to actual price offered?

    You should bear in mind that your quote is only valid for 14 days from the date you place your sell order. If your phone arrives outside of this period you may be offered a lower price if the market price for this phone has fallen.

    If you have sent in a phone that does not meet the working conditions, we will make an estimate of how much it will cost us to repair the phone and we deduct this cost from the original quote when we make our offer to you.

    My battery is flat, does that mean my phone is not in working condition?

    Don’t worry, we will charge your phone if needed. As long as everything else meets the working criteria it will be classified as working.

    How do I know whether my phone's display is damaged?

    There are two types of display damage we inspect for. The first is if the display is cracked and it will look as though it is bleeding. The second is if the display is feint or patchy, so either the whole screen is difficult to read, or parts of the display are blank or discolored. In all of these cases we will have to replace the display which is typically the most expensive component in a device.

    Why is my phone not on your list?

    Some older phones may not be listed on our website. If you think that we are missing a phone that should be listed, get in touch at enquiries@bouncemobile.com.au

    If my phone is blocked, can I still send it in?

    If your phone has been blocked (registered as lost or stolen) we cannot accept them. The details of any phone we receive that has been blocked will be passed onto the New South Wales police together with the relevant customer details.

    My phone is locked to one network, can I still send it?

    You can still send your phone in. In order to receive the full valued price, your phone must meet our working conditions and be unlocked from your selected network.

    My phone is not worth anything? Why?

    Unfortunately if there is no demand for your old handset we won’t be able to sell it, however mobile phones in good working order are sent to developing countries around the world to be reused. If the device cannot be economically repaired, it can still be used for parts or recycled according to environmental requirements.



    My Account

    I’ve forgotten my user name.

    By default, your username is the email address you entered when placing your order. If you’ve forgotten your username (email address), just get in touch by calling us on 1300 40 22 40 and we can look up your order for you.

    I’ve forgotten my password.

    Just click log in and select the “forgotten my password” link to get your password emailed to you. Once you’ve received your password reminder, you have the option in your account to edit your password and change it to something more memorable.

    How do I view my order history?

    You can view your order history simply by signing in with your user name and password. You will be automatically directed to your account history.

    I received an identification query email. What’s this?

    If you receive this email unfortunately it means that we’ve had an issue accepting your evidence of identity, you can upload or replace your ID as long as it meets our criteria. Simply sign in to your account and click on Edit My Details to upload another form of ID. See below for forms of ID we accept.

    Why do you want my identification?

    Bounce is a registered Second-Hand Dealer. As a part of Bounce’s licence requirements we are required by law to obtain proof of identity from every person attempting to sell goods to us. The proof of identity requirement is solely used for helping the police track down goods reported as lost or stolen.

    How do I upload my ID?

    Once placing your order with Bounce Mobile, you’ll need to upload one form of ID. Just sign into your account, click the button Edit my Details where you’ll have the option to upload your ID. Save your image of your ID to your computer, click on the browse button and simply find and submit your ID file.

    What forms of ID can I upload?

    You’ll need to provide one proof of identity that shows; your full name, photo, date of birth and your signature. This can be:

    1. a passport;
    2. a drivers licence or learner drivers permit;
    3. proof of age card;
    4. licences issued under the Firearms Act 1996;
    5. forklift licence;
    6. full birth certificate/extract of birth;
    7. certificates of Australian citizenship;
    8. marriage certificate;
    9. health care card;
    10. medicare card;
    11. bank statement/mortgage documents;
    12. utility bill;
    13. pawnbroker’s licence/2nd hand dealer licence/pawnbroker and 2nd hand dealers licence;
    14. pensioner concession card;
    15. union card;
    16. employee pay slip;
    17. vehicle registration;
    18. Tax file number document;
    19. department of social security document; or
    20. some identification cards issued by a tertiary education institution

    I can’t upload my ID, can I send it into you?

    Yes, you can email us at customercare@bouncemobile.com.au with a copy of your ID. Please make sure you add your full name and order number within the email so that we can assign your information correctly.

    I haven’t got a photocopier; can I take a photo of my ID?

    Yes, we can accept photos of ID’s. Just take a photo of your ID, save it to your computer and upload to your account, or take a photo from your webcam ensuring we can clearly see the ID.

    Will my Identification details be shared?

    The proof of identity requirement is solely used for helping the police track down lost and stolen goods and if requested by the police, we are obliged to disclose your ID.

    I only have one ID, do I really need to send another?

    We are required by law to obtain ID showing your full name, current address, photo, date of birth and your signature. For security purposes, we ask that you upload two forms of ID that together meet these requirements. If you have met the legal requirements and are struggling with a second form of ID, get in touch at customercare@bouncemobile.com.au and we’ll do our best to help.



    Sending My Phone

    What do I need to send in with my phone?

    If you are sending a used handset we just need the phone complete with battery and the stylus (if it came with one). You will also need to send us your signed customer returns note.

    I sent my SIM card with my phone, can I get it back?

    Unfortunately if we receive your SIM or memory card with your phone, these are non- returnable, they will be securely destroyed.

    What postage options are there?

    We have set up a number of convenient FREE services for you to return your phone to us which you can choose when placing your order.

    Option 1 (Recommended) You can request that we send you a free post package for you to send your device back to us. This option gives you the opportunity to either take your returns package to your local post office or to be collected by a courier at a convenient time for you, all for free. You will be asked whether you require an envelope to be sent during the check-out process. This option provides track and trace as well as insurance against loss in transit.

    Option 2 You may already have one of our envelopes. Use this, but please ensure that you have completed and enclosed the tear-off slip on your returns note with your name and new order reference number. You will be given your order reference number at the end of the checkout process.

    IMPORTANT: Unfortunately we cannot accept responsibility for non-delivery of mobile devices if returned via Australia Post (whether using the counter service or post-box). We therefore strongly recommend you use our FREE courier service.

    Do I pay for postage when sending my phone back?

    No, this service is FREE. See above.

    How do I post my phone back to you?

    Option 1. COURIER COLLECTION: This convenient FREE service enables you to have your device(s) collected at an address of your choice. You can organise for your courier to collect your device by simply calling Startrack on 13 23 45.

    Option 2 POST OFFICE: Fill out the senders details on your Startrack returns note and take your freepost package with your device(s) into your local post office. The post office will give you a customer slip and this way you’ll be fully insured against loss and will have the ability to track and trace your device, all for free!

    IMPORTANT: If you have received your freepost package, please do not put this package into the post box as it will result in a delay in receiving your device.

    OR

    POST BOX: (Reply Paid Australia Post) – We do NOT recommend this option

    If you have opted to send in your device(s) yourself, you will need to print the Reply Paid label you received in your order confirmation.

    1. Wrap each individual mobile with it’s own battery still connected in bubble wrap or similar and place the phone(s) along with the returns note below into a secure package.
    2. Seal the package and fill out the senders details, read and sign the senders declaration of Australian Code for Transport of Dangerous Goods (Lithium Battery).
    3. Affix the label to your returns package and drop it in a red street post box for free anywhere in Australia.

      Recommended: Take your returns package to your local post office and upgrade to registered service for track, trace and signed for delivery with insurance.
    IMPORTANT: Unfortunately we cannot accept responsibility for non-delivery of mobile devices if returned via Australia Post (whether using the counter service or post-box). We therefore strongly recommend you use our FREE courier service.

    How long will it take for my package to get to you?

    If you send your phone via Startrack courier collection or the post office, it should get to us within 1-2 working days.

    If you’ve opted for Reply Paid Australia post, the package should get to us within 2-4 working days. Outlying areas may take slightly longer.

    IMPORTANT: Unfortunately we cannot accept responsibility for non-delivery of mobile devices if returned via Australia Post (whether using the counter service or post-box). We therefore strongly recommend you use our FREE courier service.

    I've placed an online order but have not received a sale pack?

    Once your online order is placed, we'll post you a sale pack within 48hrs. If you have not received this pack within 5 days, it may have been lost in the post. Please check that we have your correct address and contact us on 1300 40 22 40 to arrange another pack to be sent.

    How do I know when you have my phone?

    Once we inspect the device(s) we will send you an email to let you know we have it, how much the device has been valued at and when you will be paid. Once we have inspected your device and ensure that you have provided all necessary identification, you should be paid within 2 working days.

    Where do I send my mobile phone to?

    The address is on the free postage paid envelope or label provided when placing your order.



    Payments

    What payment methods do you offer?

    For now, we offer payment via Paypal and Bank Transfer.

    We would like to hear your feedback if you think we should be providing alternative methods of payment. Just send us an email at feedback@bouncemobile.com.au

    When will I receive payment?

    As soon as our team have inspected and valued your phone and received your ID, we will post payment into your account within 2 business days. It may take up to 3-5 days for payment to show up in your account.

    I’ve given you the wrong payment details, what should I do?

    You have the option to amend your payment details up until you receive your Bounce email confirmation of your valuation. Just sign in and click on edit your details to amend your payment details.

    My payment is late! What should I do?

    It may take 3-5 days for payment to show in your account once we have processed it, if after this time you still have not received payment. Just get in touch on customercare@bouncemobile.com.au.

    How long is my valuation valid for?

    The price we offer you is valid for 14 days from the date of placing your order, a delay in your device getting to us may change the value of your handset.

    What happens if I left the customer returns note out of the returns package?

    As long as you have given us the correct IMEI number for your phone when placing your order, we should be able to trace the order back to you. If you haven’t, please get in touch on customercare@bouncemobile.com.au

    I am having issues logging onto your website.

    That shouldn’t be happening… Please let us know if you’re having trouble navigating or using the website by emailing us at feedback@bouncemobile.com.au and we’ll get onto fixing it straight away.