Frequently asked questions

Every device undergoes a 64-point inspection by expert technicians to ensure it meets our high-quality standards. This process includes:

• Full Functional Testing: Checking the screen, battery, buttons, camera, speakers, and connectivity.
• Battery Performance: Ensuring a minimum of 80% battery capacity for reliable daily use.
• Cosmetic Grading: Categorizing devices based on physical condition while ensuring all are fully operational.
• Certified Refurbishment: Replacing or repairing components as needed to restore full functionality.
• Final Quality Check: Every device is tested again before being approved for sale.

Learn more about how we assess device condition here.

Before a device reaches you, we take steps to ensure privacy, security, and performance:

• Complete Data Wipe: Every phone is factory reset to remove previous data, ensuring your privacy.
• Authenticity Verification: We confirm that each device is not blacklisted or carrier-locked and comes from a legitimate source.
• Battery & Performance Checks: The battery is tested to ensure it holds at least 80% of its original capacity for long-lasting use.
• Software Updates: The latest compatible operating system is installed for a smooth user experience.
• Professional Cleaning & Sanitization: Each device is carefully cleaned and disinfected before sale.

For a breakdown of our device condition ratings, check out this page.

CPO stands for Certified Pre-Owned.  We sanitize, fully wipe, factory reset and professionally refurbish each of these devices. They go through a 64-point inspection by a trained, professional technician. They are fully functional, unlocked, safe and ready to use.

An unlocked phone allows you to switch between wireless carriers. A locked phone can only be used with the carrier it is locked to. Unlocked devices are generally GSM & CDMA compatible and will work on most major carriers. 

All unlocked phones require the use of SIM cards. Mobile Klinik devices do not include SIM cards. If you already have a compatible SIM, you can insert it into your new device for immediate activation. Otherwise, you will have to source one from your chosen carrier.

Most of our phones work with major Canadian carriers though we suggest checking the supported bands of the phone. Some models may not be compatible with AWS networks which could impact Freedom Mobile, Eastlink and Videotron. Please check with the carrier for compatibility.

Our phones will work almost everywhere.

For international travelers: Unlocked phones will work on most international GSM/HSPA/LTE networks, but may have limited access, depending on your carrier and rate plan. If you intend on purchasing an unlocked device and are unsure whether it will work on your chosen carrier, we strongly recommend you first contact that carrier about the use of the specific model you want to purchase to use with their service.

If for any reason you are not entirely satisfied with your device purchase, please return the item in its packaging with the sales receipt within 15 days of purchase for a refund. Device must be in the same condition in which it was purchased. Beyond 15 days, ALL SALES OF DEVICES ARE FINAL. No exchanges or refunds will be accepted. Returns can be sent back to the address from which the item was shipped or can be brought to any Mobile Klinik corporate location across Canada. Products purchased from our website cannot be returned to Mobile Klinik franchise stores.

Please see Terms & Conditions for more information. If the device is not functioning properly it may be covered by our one-year warranty and then warranty terms will apply.

All pre-owned phones are fully inspected, rigorously tested and guaranteed with an industry-leading one-year warranty or a limited lifetime warranty for eligible customers*. This warranty applies to the hardware components of the device but does not cover software or other equipment. Physical damage or liquid damage is not covered

Customers will be responsible for the shipping costs to return products purchased online if the device is no longer wanted.

We will take care of the return shipping costs if you’re sending your phone back for a warranty or replacement service.

You must contact us to cancel your order. Cancelations can only be done before your order is shipped out.

No, the images on our website are not of the exact devices for sale. Because our inventory moves quickly, it’s not possible to provide individual photos. However, the images represent all device conditions, giving you a clear idea of what to expect. For more details on device conditions, check out this page.

On weekdays, orders placed before 2 pm will typically be shipped same day. Orders placed after 2 pm on Friday will be shipped out on Monday. On statutory holidays orders will be filled on the next business day.

Once we receive your item and depending on your original method of payment and financial institution, it could take up to 10 business days for the refund to appear on your statement.

Refunds for Affirm transactions typically take up to 3 business days to process. For partial refunds, it may take 3–10 business days for the amount to appear in your account.

Yes. During our refurbishment process some components in these devices (mainly screens and batteries) are replaced if fallen below industry threshold using third party parts that go through a 34 point inspection by trained, professional technician . Due to proprietary licensing and software, that replacement, if not conducted using Apple parts will prompt an error message notification (see below example). 

Important display Message:
"Unable to verify this iPhone has a genuine Apple display”

OR

Important Battery Message:
"Unable to verify this iPhone has a genuine Apple battery. Health information not available for this battery”

While the part and the device will function as normal and expected, this notification will persist in the Settings menu with no recourse for removing it per Apple direction and design. But rest assure they are fully functional, unlocked, safe and ready to use and covered by Mobile Klink's 1-Year limited warranty.

Charging accessories, such as the charging cube and cable, are not included in the single device purchase. Accessories are sold separately, and offered upon checkout.

Yes, Mobile Klinik accepts Interac e-transfer with DirectPay to make online purchases more convenient.

Interac e-transfer with DirectPay is a secure payment method protected with bank-level security. This means that Mobile Klinik, Interac, and DirectPay never gain access to your information. The transaction is completed through your trusted bank’s interface, preventing unauthorized purchases.

When you select the DirectPay option at checkout, this will redirect you to an Interac page. Here, you can choose your bank and authorize the purchase with your banking credentials. Your information remains secure and private.

DirectPay offers a quick and hassle-free checkout experience. No need to worry about credit card numbers or app installs. All you have to do is have your banking information ready, which remains private and secure, and make your purchase in a few simple clicks.

We currently do not ship accessories as standalone orders. If your order contains only accessories, it will be automatically cancelled by our system.

You must meet the eligibility requirements which include: the certified pre-owned Device has an active TELUS or Koodo mobility plan and provided that Mobile Klinik has the capability to repair the device based on parts availability and repair capabilities. To learn more see full T&Cs: mobileklinik.ca/general-terms-conditions.

Once an order has been submitted, we’re unable to make any changes to the shipping address. If you’ve entered the wrong or incomplete address, please request to cancel your order and place a new one with the correct details. Orders that have already been shipped cannot be modified or redirected, and customers are responsible for any delivery issues resulting from incorrect addresses.