Question 1

What does “CPO Device” mean and how are they being refurbished?

Accepted Answer

CPO stands for Certified Pre-Owned.  We sanitize, fully wipe, factory reset and professionally refurbish each of these devices. They go through a 34-point inspection by a trained, professional technician. They are fully functional, unlocked, safe and ready to use.

Question 2

What is an unlocked device?

Accepted Answer

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.

Question 3

Do the phones work with Canadian carriers?

Accepted Answer

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.

Question 4

Will the phone work in other countries?

Accepted Answer

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.

Question 5

What is your return policy?

Accepted Answer

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 location across Canada. 
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.

Question 6

Who’s responsible for the shipping costs of the return?

Accepted Answer

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.

Question 7

How can I cancel my order?

Accepted Answer

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

Question 8

Are pictures on your website pictures of the actual devices for sale?

Accepted Answer

No. Due to the nature of how quickly our inventory moves, the photos online aren’t of the actual phones for sale. However, the photos are representative of a phone in Very Good or Like New condition.

Question 9

How long will it take for my order to be fulfilled?

Accepted Answer

On weekdays, orders placed before 2 pm will 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.

Question 10

How long will it take to process my refund?

Accepted Answer

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.

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