What's an Open Box product?

Open-Box Products: Are Items, fully tested, 100% functional. In an excellent aesthetic condition 9 of 10. In a box of the product brand. All original parts/accessories included. We guarantee battery health with 90% or more. Sometimes, a manufacturer’s warranty remnant is included.

What's a New product?

New products: they are items in a new box, sealed and unopened. Manufacturer’s warranty included. (Sometimes this may not be included, depending on the manufacturing country.

What does factory unlocked mean??

Factory Unlocked: It means that the phone isn’t attached to any cell phone service company and can be used with any service that uses a SIM card. This device is FULLY functional with every GSM / CDMA Network Carrier such as Verizon, T-Mobile, AT&T, Sprint, Claro, Personal, etc.

How can I check if my smartphone or tablet LTE is unlocked and Out of Blacklist?

There are many websites where to check that information. We first recommended talking with Apple or Samsung customer support, or 2nd option is to check it in some of the next websites:

How can I check it my smartphone, a tablet, still under manufacturer's guarantee?

All Apple Products, or Samsung products have an IMEI/SERIAL number. You could check it at the brand website section, or at the IMEI info website below:
Apple: https://checkcoverage.apple.com/us/en/
Samsung: https://www.imei.info/news/samsung-warranty-check-via-sn/

How can I Check IMEI # of my smartphone?

  1. Dial *#06# to see. your device IMEI.
  2. Enter IMEI. to field above.
  3. Get information.

A product is not listed online so can you order for me?

Some times, We do not have some item posted, on these situations, Yes, We will do our best to order the product for you through our special orders team. Feel free to call us on +1 561 563 4407 to request your product.

Can I make an order over the phone?

Yes, telephone +1 561 563 4407, our specialist team is available to take your order from 9 am to 8 pm Monday to Fridays and 9 am to 1 pm on Saturdays.

Will I get same price by phone?

Yes, you will get the same price that our Platform.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales when you delay more than 10 minutes in your online order before to complete the payment, there may be some discrepancies.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

I'm new, how do I order?

At Hi-Phones.com we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you need to choose all products that you are looking to shop. You can use all our free search tools and WhatsApp help.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like, and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +1 561 563 4407 to place a telephone order.

Where Can I see my order?

You can see all your orders in My Account Page/Section Order. You will need to [sign in] to access this area

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

Can I cancel my order before it has been shipped?

Yes, You can cancel your order before it has been shipping. You need to go to my Account Page/Section order. You will need to [sign in] to access this area.

How Can I cancel my order and return the item purchased?

We really sorry if you need to cancel an order and return a purchased item. We understand this can happen for many reasons. But, do not worry, if you are within the return policies of our company (Check these) you can do it without any problem. Go to my Account Page/Section order and start the cancelation process. You will need to [sign in] to access this area.

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please contact us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

How can I make a complaint?

On the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us +1 561 563 4407 or info@hi-phones.com

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some items we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

How Can I change my Billing or Shipping Addresses?

You need to go to my Account Page/Section addresses. You will need to [sign in] to access this area.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
More about safely buying online

What types of payment do we accept?

We currently accept the following payment methods:
a) Credit cards in our e-commerce store and on telephone orders – “Mastercard, VISA, American Express.

b) Also Visa and Mastercard debit cards. Additionally, We integrate Samsung Pay, Google Pay, and Apple Pay.

c) Bank Transfer (American Dollars)

What currencies can I use?

We accept American dollars and Argentinian Pesos (AR$) for Argentinian customers.

How do I apply a promotional coupon/code?

You can add a valid promotion coupon/code in the Cart or at the Check Out page.

Can I use a different payment method?

Yes. You can use a Credit or Debit Cards,  Direct Bank transfer, or in some locations and special customers, we may accept Cash on Delivery. We do not accept traveler’s checks.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including tax

All our online prices include tax.

Do you offer a VAT discount to non EU customers?

Customer’s ordering from outside the European Union can contact us via telephone, live chat, or e-mail and quote the order reference number. Our customer services team will go through the process to remove the VAT off of their order.

What courier do you use for Shipping?

  • For National: We use  USPS, Priority Mail, First-Class Mail, UPS Ground Services, and FedEx. We have our own delivery service in Miami Area.
  • For International: Argentina, Uruguay, Brazil, We use only official couriers companies, registered and regulated under all policies of each country. Your product travels covered by insurance.

How long does it take for Shipping/delivery?

– Our special products section |  2-day shipping 48hs. (Exception items that show other delivery times in red).
– Regular Products: 5 to 7 Days. (Exception items that show other delivery times in red).

– Argentina, Uruguay: 10 to 15 Days. (Exception items that show other delivery times in red).
– Brazil: 10 to 15 Days. (Exception items that show other delivery times in red).

I placed an order on Friday for next 48hs delivery, why did I not get it until Tuesday?

Our cut off point is 5 pm, Monday to Friday. Any order placed after 5 pm will be processed through our dispatch system the next working day. We currently do not deliver Sundays.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a no-reply email address. To ensure emails reach you, add the domain eurocarparts.com to your safe sender’s list.

Can I collect from a local store?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you will have only the shipping option.

Can I track my order?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse.

Can I pay an additional cost, if I want faster shipping?

Yes. If the product selected has this option at the check out page, you will. Some products do not have this option.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box adresses?

No. Deliveries cannot be guaranteed at a PO Box address.

Do I have to pay Customs & import charges for international shipping.

Yes. For international shipping, Customs and import duties are detailed at the Check Out page. These are showing before processing the payment.

Do I need to make procedures with customs in my country?

No. We will make all customs procedures with each country, utilizing your personal information provided to us.
If for some reason, We need additional information for customs or international shipping procedure, We will contact you.

What is the return policy?

We have 30 days Return Policy.  Starting the day when you receive your product.

How Can I cancel my order before my item has been dispatched?

We really sorry if you need to cancel an order. We understand this can happen for many reasons. But, do not worry,  you can do it without any problem. Go to my Account Page/Section order, and press “Cancel” under the order selected. The system immediately shows a Cancel Status, and You will receive an e-mail too.

After I canceled the order, How Can I return the item purchased?

After Cancel your order, please go to your Cancelation email received, and utilize the address detailed to Ship the item back.

How Can I return the item purchased if I live in other country?

We do not accept returns from internationally shipped products, If you are returning a product for some personal reasons.

– If you are returning an internationally shipped product, and the reason is for our mistake or damaged products received,  We will coordinate all the processes through our international courier to ship the item back and We will coordinate the total refund or an item change with you.

Who pays for return shipping cost?

– If you are returning a product for a refund and the reason was for our mistake or damaged products, we will refund the total cost and We will send the print shipping label under our charge.
– If you are returning a product for some personal reasons, You will pay for the return shipping cost.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone.

How long will it be before I get a refund?

nce we receive your item(s) back, our returns department will inspect and restock the product. Once our returns department has done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days.
You will see refunded the status on My Account Section page, under the order selected and will receive an email too.

What do I do if I have received a damaged item?

At Hi-Phones.com we hope that you are happy with your purchases. We take 100 % care of our product in dispatching products to the highest quality, however we know that sometimes things can go wrong will shipping/Delivery company and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to info@hi-phones.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.

Why I received less than the total amount paid for a returned product?

If you are returning a product for some personal reasons, and when We received the product our technician team identifies it has some dents, scratch, Lock status, or some technical malfunction. We will charge a restocking fee of 10%.

Restocking Fee. How much is it and when does it apply?

How Much is it? Restocking Fee: It is 10% of the total amount (without tax) paid for the product returned.

When does it apply? Restocking Fee to customers, only apply for one of these reasons:

  • If you are returning a product for some personal reasons, and when We received the product our technician team identifies it has some dents, scratch, Lock status, or some technical malfunction. We will charge a restocking fee of 10%.
  • It applies to all New sealed Apple, Samsung and other brands products purchased, if the return is started after 3 days that customers receive the product. There are no exceptions

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on info@hi-phones.com.