• Who is Mobile604.com?

Mobile604.com is a Canadian based online retailer of unlocked GSM mobile cell phones located in Vancouver BC. Since its inception in 2005, we have consistenly strived for high customer satisfaction and competitive pricing. We carry the latest unlocked GSM cell phones and accesories from Nokia, Sony Ericsson, Samsung, Motorola, Apple, HTC, LG and other popular brands. We offer local pick up as well as shipping to all major cities across Canada such as Victoria, Toronto, Calgary, Alberta, Montreal, Quebec and etc.


• How do I contact Mobile604?

Phone number: +1 (604) 639-8120
Email: sales@mobile604.com

Visit our contacts page for more information.


• Do you have any retail stores?

No, we do not have any retail store locations. We have an office for local pick-up but we are mainly an online retail company. We minimize retail costs and offer competitive prices to our customers.


• Where is Mobile604.com located?

Mobile604.com does not have a retail store front. However, local pick-up is available at our office:

Mobile604.com
2/F - 5050 Kingsway
Burnaby, BC
V5H 4H2
Canada
+1 (604) 639-8120

Click here for a map.


• Do you guys have any customer feedback?

We are working on an on-site feedback system. You can visit our ebay feedback.


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• How do I place an order with Mobile604.com?

For online orders:

You can browse through Mobile604.com's website and simply add the items you wish to purchase to your Shopping Cart. Press the "Add to Cart" button and the product will be added to the shopping cart. You can remove unwanted items off the cart anytime. When you are done shopping, you can click "Check out" to check out with your products. You'll be required to login with your account or create a new one. You will be prompted to choose a shipping and payment method. Then you'll be redirected to the payment page depending on the method of payment. Finally, two confirmation emails will be sent to you to confirm your order.


For local pick-up purchase in Vancouver BC, please follow the following procedures:


1. Contact Mobile604's office or one of our sales representatives by phone or email to arrange an order. You do not have to place an order through our website.
   
   Since we do not keep all our inventory in our Vancouver office, it is important that you contact us in advance to ensure that we have your desired product in stock ready for pick up.



2. Our staff will confirm your order and arrange with you a pick up at our office.
   
   For out of stock products, there could be a 2 - 3+ business days wait for the product to arrive. Our sales rep will contact you as soon as the phone arrives to arrange a pick up.



3. Once our sales rep has confirmed the availability of the product with you, come by our office to pick up the phone.



• Can I pick up my order locally?

Click here to view the ordering procedure.

Local pick up is available for Vancouver BC buyers at our office:

Office:
Mobile604.com
2/F - 5050 Kingsway
Burnaby, BC
V5H 4H2
Canada
+1 (604) 639-8120

Click here for a map.



• Do I need to create an account to place an order?

Yes. You will need to create an account in order to place an order. You will also be able to keep track of your order status.


• Is it safe to order through Mobile604.com?

Mobile604.com uses the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits to encrypts your confidential information in transit from your computer to Mobile604.com's data processing server. For more information, you can visit our SSL certificate issuer's website here.


• How can I tell if my order went through?

After making the payment for your order, you should be redirected to an confirmation pag. You will also receive two confirmation e-mails in your registered email account. If you were not redirected to the confirmation page or you did not receive confirmation e-mails, you can sign in to your account and check your order status. If no orders are displayed as well, please contact us through email before trying to order again.


• When will I get my order?

If the item is in stock, it will usually be shipped on the next business day. Otherwise, it will be shipped in 2-5+ business days. Then shipping time generally takes 1-5 business days depending on your location. We do not ship on weekend amd public holidays.


• Do I have to pay taxes?

For US Customers there will be no sales tax.

For Canadian customers the following taxes will apply:
Alberta - 5% GST
British Columbia - 5% GST + 7% PST
Manitoba - 5% GST + 7% PST
New Brunswick - 13% HST
Newfoundland and Labrador - 13% HST
Northwest Territories - 5% GST
Nova Scotia - 13% HST
Nunavut - 5% GST
Ontario - 5% GST
Prince Edward Island - 5% GST
Quebec - 5% GST
Saskatchewan - 5% GST
Yukon - 5% GST




• Are there any customs and duty fees?

Canadian Customers:
No. Your order will be shipped from Vancouver BC Canada. There will be no custom and duty fees.
International Customers:
Please contact a Sales Representative for further information.


• Where do I get technical support?

Mobile604.com does not provide technical support for any products. For warranty service after Mobile604.com's 7-day return policy, please contact the manufacturer directly for assistance. Manufacturers' contact information can be found on their websites.

For support on added value services (i.e GPRS, MMS, WAP), please contact your GSM service provider. Mobile604.com's products are imported from around the world and they are not necessarily 100% compatible with all the services provided by your local GSM Service Provider. Please confirm first the compatibility of our product with any services such as GPRS, MMS, SMS, and others. Mobile604.com is not responisble for non-compatible added value services.

Please read our Warranty and Return Policy section for further information.




• Can I cancel my order after placing an order online?

Once your order has been shipped, we can no longer cancel your order. Your products will be dealt with under our 7-days return policy.

For orders cancelled before the products has been shipped, a 3.5% service fee will be charged on the total amount of the transaction. This is mainly to cover our service charges from our payment processor. There are no exceptions.

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• What shipping methods is used?

Mobile604.com uses the following shipping methods:

Canada: CanadaPost XpressPost (1-5 business days)
Canada: CanadaPost Priority Courier (1-2 buisiness days)
International: Fedex Express International Priority (1-5 business days)

Standard shipping times are suggested by the shipping courier and Mobile604.com is not responsible for any late deliveries.

See our shipping rates here


• Where does Mobile604.com ship my orders from?

Mobile604.com will ship from Vancouver BC Canada for all orders within Canada unless otherwise specified. If an order needs to be shipped from overseas due to special circumstances, the customer will be notified first.

For international orders, the order will be shipped from Canada or our warehouses from overseas directly.


• How much is shipping?

Mobile604.com uses a fixed shipping rate system. The shipping rates are as follow:

British Columbia, Canada - C$10 (1-2 business days)
Alberta, Canada - C$13 (1-2 business days)
Rest of Canada - C$18 (3-5 business days)
United States - C$30 (3-5 business days)
Theese shipping rates are based on per phone basis. Shipping rates for additional items will be based on the weight of the product. Accessories have individual shipping rates.


• Is there shipping insurance?

All orders shipped with Canadapost XpressPost will automatically have C$100 insurance. For additional insurance, please contact us directly through email.


• How do I track my order?

After your order has been shipped out, Mobile604.com will send you an email notification which tells you the tracking # and the shipping company used. Then you can track your package at either Canadapost or Fedex.


• Does Mobile604.com ship internationally to all countries?

Mobile604.com currently only ships to Canada and US.

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• Payment Methods Accepted

Mobile604.com accepts the following payment methods for online orders: Visa, MasterCard, Amercian Express, INTERAC online, and Email Money Transfer.

We only accept credit cards issued in North America. There are no exceptions.

For local pick up, we accept cash payment, interac debit or credit card (VISA / MasterCard).

Mobile604.com reserves the right to denial of any credit card payment. At the same time, Mobile604.com might request additional information to verify credit card payment. Additional information includes driver license, valid passport, credit card billing statement, utility statement, and bank statement.


• Credit Card Policy

Mobile604.com uses Chase Paymentech as the payment processor for Credit Cards and INTERAC online Payments. For security reasons, we will only ship to the billing address of the credit card. There are no exceptions. If INTERAC online is the method of payment, we can ship to any shipping address.

For local pick up, a piece of ID is required during payment with credit card for security purposes.


• Online Interac Policy

For orders paid with INTERAC online or Email Money Transfer (EMT), Mobile604.com can ship the product to any location requested by the customer. For more information on INTERAC online or EMT, please visit http://www.interac.ca/.




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• 7 Days Return Policy

If a product is not satisfactory within the first 7 calendar days from the date of receipt, Mobile604.com will offer a refund given that the product is in brand new condition (See below for definition of brand new condition**). The product must be returned in original packaging including instruction books, cords, accessories, and any other items. All merchandise is inspected upon receipt for signs of wear and tear prior to the issuance of any refunds, exchanges or credits. If the product is not in acceptable return condition, Mobile604.com will refuse to accept the return and will not authorize any refunds.

An 18% restocking fee will apply. Shipping fees will not be refunded. There are no exceptions.

Upon receipt and acceptance of your return, Mobile604.com will refund your purchase price, minus applicable restocking fees and/or any other charges. Mobile604.com is not responsible for shipping charges on returns.

**Brand new condition means that there are absolutely no scratches, marks, or dents and the talk time of the phone must be under 30 minutes. Mobile604.com reserves the right to classify the condition of any product.

For all returns, customer must fill out the online RMA request here. Any return that arrives without the RMA# will not be accepted by Mobile604.com’s RMA department and will be shipped back to you at your expense. The RMA# must be posted on the outside of the main box that customer will use to ship the product back to us (not on the box of the product).

No returns will be accepted by Mobile604.com after 7 calendar days from date of receipt. There are no exceptions.


• 7 Days DOA/Defective Policy

Mobile604.com's 7 Day Exchange DOA/Defective Policy does not cover the following:

-Intermittent problem
-Firmware related issues
-Damage for using accessories that are not specified in the user manual
-Network Issues (i.e dropped calls, low signal)
-Built Quality (Dead pixels on screen, creaking noises etc)
-Physical Damages (All phones are checked by Mobile604 before shipping)
-Known bugs

Mobile604.com determines a phone as defective when the phone has the following problem(s):

- Clear permanent factory defects (i.e. blown speakers or microphones, camera not working)
- Cannot make phone calls
- Cannot turn on

Mobile604.com will not accept any item as defective any of the following conditions apply:

-The seals on the product have been damaged
-The IMEI on the phone has been removed or changed
-The software of the phone has been altered in any way

Mobile604.com's products are imported from around the world and they are not necessarily 100% compatible with all the services provided by your local GSM Service Provider. An item will not be considered as defective for incompatibility issues with any services, such as GPRS, MMS, SMS, 3G, HSDPA and others, with your GSM Service Provider.

If a product considered to be defective within the first 7 calendar days from the date of receipt, Mobile604.com will repair the product or replace the product with a new one if the product is not repairable. Any accessories or any other items that were originally included with the product will not be replaced. If you receive defective or incorrect merchandise, Mobile604.com will cover shipping charges up to $20.00 CAD when sending the the item back to us for repair or exchange. Repair or replacement may take up to 2 weekss.

For all returns, customer must fill out the online RMA request here. Any return that arrives without the RMA# will not be accepted by Mobile604.com’s RMA department and will be shipped back to you at your expense. The RMA# must be posted on the outside of the main box that customer will use to ship the product back to us (not on the box of the product).

All warranty claims placed 7 calendar days after the receipt date shall be directed to the product manufacturer, and shall be subject to manufacturer's warranties and return policies, if any.

No phones will be repaired or replaced by Mobile604.com after 7 calendar days from date of receipt. There are no exceptions.


• OEM Handset Warranty

Brand new handsets and OEM accessories are covered by one year manufacturer's Warranty. Unlocked GSM phones are imported from various sources all over the world and there might be geographical limitations with the manufacturer’s warranty.

Manufacturer's warranty, if any, is offered by the manufacturer only, not Mobile604.com, and maybe restricted by geographical constraints. The manufacturer determines in which country the item must be sent to for servicing. Please note that the phone might need to be shipped to a foreign country for repairs as most unlocked GSM phones are not North American models.

Mobile604.com is not responsible for any issues after 7 calendar days from the receipt date. All warranty claims placed 7 calendar days after the receipt date shall be directed to the product manufacturer, and shall be subject to manufacturer's warranties and return policies, if any.


• RMA Authorization Request

Click here for a RMA Request form.


• How do I pursue warranty help?

Within 7 calendar days after the receipt date, you can contact support@mobile604.com for our limited warranty support. Please do not ship us any merchandises without filling in a RMA (Return Merchandise Authorization) Request. Click here for a RMA Request form.

Mobile604.com is not responsible for any service issues 7 calendar days after the receipt date. All warranty claims placed 7 calendar days after the receipt date shall be directed to the product manufacturer, and shall be subject to manufacturer's warranties and return policies, if any.

Please refer to our 7-Day DOA/Defective Policy and OEM Handset Warranty section for more details.

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• What does GSM stand for?

Global System for Mobile communications is the most popular standard for mobile phones in the world. Its promoter, the GSM Association, estimates that 82% of the global mobile market uses the standard. It is used on the 850 Mhz, 900 MHz, 1800 MHz and the 1900 Mhz frequencies.


• What are GSM Bands 850/900/1800/1900?

GSM services uses four frequencies around the world: 850 Mhz, 900 MHz, 1800 MHz and the 1900 Mhz. Dual band phones usually support 900/1900 or 850/1900, tri-band phones support 850/1800/1900 or 900/1800/1900, and quad-band phones support all four frequencies.

GSM-850 and GSM-1900 are used in the United States and Canada. GSM-900 and GSM-1800 are used in most parts of the world such as Europe and Asia. Before purchasing a GSM phone, it is important to make sure the phone supports at least one of the bands that your GSM service provider supports.


• How come my service provider does not have a sim card?

If you did not receive a SIM card from your service provider, then they are not a GSM provider and our phones will not work with your service provider.


• What does Unlocked mean?

An unlocked phone will work with any SIM card / GSM service provider. A typical phone provided by a service provider is locked and will work with their SIM card only.


• What is GPRS, HDSPA and WiFi?

General Packet Radio Service (GPRS) is a packet oriented Mobile Data Service available to users of GSM mobile phones. It provides data rates from 56 up to 114 kbit/s (moderate speed). It is often described as "2.5G", that is, a technology between the second (2G) and third (3G) generation.

High-Speed Downlink Packet Access (HSDPA) is a 3G (third generation) mobile telephony communications protocol in the High-Speed Packet Access (HSPA) family. Current HSDPA deployments support down-link speeds of 1.8, 3.6, 7.2 and 14.4 Mbit/s (high speed).

Wi-Fi is the common name for a popular wireless technology used in home networks, mobile phones, video games and more. GSM phones with integrated Wi-Fi can take advantage of Wi-Fi hotspots.

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The following terms and conditions ("User Agreement") govern your visit, access to, and use of, this Web site located at http://www.mobile604.com ("the Site") and any of Mobile604.com's services accessible through the Site. By using this "Site" or submitting an order for products or services, you indicate your acceptance of, and agreement to be bounded by, the terms and conditions set forth below and in the "Help Center" on this website.

All contents of the "Site" may be changed by Mobile604.com in the future without prior notice. It is your responsibility as a user to periodically return to our site and receive the newest updates of the terms and conditions for amendments. Any amendments of terms and conditions will be taken in effect immediately. Your continued usage of http://www.mobile604.com following any changes will constitute agreement to such amendments.

The Terms of Services were last updated on June 1, 2008.

• Pricing and Misprints

The GSM handsets market is highly competitive, and prices are constantly changing on a daily basis. Prices are subject to change without notice. We do not offer any price protection after orders have been placed. Mobile604.com reserves the right to refuse any orders for products listed with incorrect prices.

Sometimes there may be information on Mobile604.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).


• Order Limitation and Refusal Rights

Due to extremely fast turnovers for certain popular products, Mobile604.com may have to restrict the number of merchandises that you intended to or have already purchased.

If Mobile604.com cannot deliver the item ordered, we will immediately refund the amount in full.

Under all circumstances, Mobile604.com reserves its rights to refuse any order.


• Copyright

Copyright 2008-2011 Mobile604.com

All content included on this site, such as text, graphics, logos, button icons, images, audio clips and software, and the compilation of this content are the property of Mobile604 or its content suppliers and protected by international copyright laws.

All software used on this site is the property of Mobile604.com or its software suppliers and protected by international copyright laws. The content and software on this site may be used as a shopping resource. Any other use, including the reproduction, modification, distribution, transmission, republication, display or performance, of the content on this site is strictly prohibited.

Mobile604 and the Mobile604 Logo(s) are trademarks of Mobile604.com. Our trademarks may not be used in connection with any product or service that is not provided by Mobile604.com, in any manner that is likely to cause confusion among customers, or in any manner that discredits Mobile604.com.

All other trademarks and registered trademarks displayed on the site are the trademarks of their respective owners, and are not intended to imply any endorsement or affiliation between Mobile604.com and these companies.


• Privacy Policy

Mobile604.com automatically collects order information in order to process orders authorized and initiated by the customer. All information provided is kept secure and confidential. we do not share customer information with any third parties.

We may use personal information for purposes of managing and expanding our business activities, providing customer service and making available other products and services to our customers and prospective customers. Occasionally, we may also use the information we collect to notify you about important changes to our Web site, new services and special offers we think you will find valuable.

Some of the information you may enter on our Web site may be transmitted securely via Secure Sockets Layer (SSL), 128 bit encryption services. Pages utilizing this technology will have URLs that start with HTTPS instead of HTTP. Email is not recognized as a secure medium of communication. For this reason, we request that you do not send private information to us by email.

By using the website Mobile604.com, you consent to our collection and use of your personal information as described in this Privacy Policy. The Privacy Policy is subject to periodic review and change. If we change our privacy policies, we will post those changes on Mobile604.com to keep you aware of what information we collect, how we use it and under what circumstances we may disclose it.

To request a correction or deletion of your private information, or if you have any questions and general comments about this privacy policy, please contact us: support@mobile604.com


• Seller Liability

The seller, Mobile604.com will not be liable for any personal injury, physical injury, and damage caused by the products sold. For safety handling and operation on the product, please consult instruction manual comes along or contact manufacture directly. Any recall on product by manufacture will not be handled through the seller Mobile604.com. Buyers should contact the manufacturer directly for any related questions or inquiries.

Mobile604.com does not have any obligations in providing any technical support on the products being sold. Please contact the manufacturer or your service provider directly for technical and product assistance.


• Changes to This User Agreement

Mobile604.com reserves the right to change or modify any of the terms and conditions contained in this User Agreement, or any policy of the Site, at any time and in its sole discretion. If Mobile604.com decides to change this User Agreement, it will post a new version on the Site and update the effective date set forth above. Any changes or modifications to this User Agreement or policy will be effective upon posting of the revisions. Your continued use of the Site following posting of any changes or modifications constitutes your acceptance of such changes or modifications.

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