Frequently Asked Questions
1: Who is High Class Mobile?
2: What is our Return Policy?
3: What Customer Service help do we offer?
4: What is our Shipping Policy?
5: How do we test our phones?
6: How do we grade the cosmetic condition of our phones?
7: Is the phone in the pictures the one you will be receiving?
8: Do our phones come with SIM cards?
9: What will be included in your purchase?
10: Can we give you the ESN/IMEI number before you buy the phone?
1. Who is High Class Mobile?
At High Class Mobile, we pride ourselves on the fact that we offer the best quality phones at unbeatable prices and back that up with incredible customer service. With assistance available in both English and Spanish, we welcome all customers looking for a great experience while purchasing their next phone! Please, feel free to contact us at (443)-450-3242 and we will get back to you as soon as possible.
2. What is our Return Policy?
Item no longer needed/wanted:
We have a 30 day money back guarantee on ALL of our products. This policy applies to a return being made for any reason. We enclose a High Class Mobile Warranty card with all of our phones to assist in an easy return process. If you need to make a return, just fill out the card and mail the phone back to the address provided on the card. We will do our best to issue you a full PayPal refund within 2 business day (M-F) of your phones arrival here. Please note that the buyer pays return shipping unless the item was not as described.
Item not as described:
If you are experiencing a problem with your phone please let us know! Even if your 30 days has past, please get in touch with us so we can help you out. Once you contact us and let us know about the problem you are having, we will do our best to help. If we advise that a return will be necessary, please follow the directions on the warranty card and send the phone back to the address provided on that card. We will do our best to issue you a full PayPal refund within 2 business days (M-F) of your phones arrival here. If you feel that your item was not as described please ask about a reimbursement of return shipping. The shipping refund is done separately from the purchase price refund, and this is done as a Sent Money Transaction via PayPal.
3. What Customer Service help do we offer?
We work with every single customer to ensure that their buying experience is 100% positive! We do our best to respond to all messages within one business day. Customers can also call us at: (443)-450-3242.
Please note that our business hours are:
Mon – Thur: 9 am – 5 pm EST
Fri: 9 am – 1pm EST
Sat & Sun: CLOSED
4. What is our Shipping Policy?
We ship all of our products via USPS priority mail which has an estimated delivery time of 1-3 business days. All orders WILL be tracked. We apologize for the inconvenience, but we do not offer any other shipping methods at this time.
Additional Shipping Information:
Orders are processed daily Monday through Friday. Most items are shipped within 24 business hours if payment is received and processed by PayPal. Occasionally, PayPal may take several days to approve a payment. We are not responsible for PayPal’s practices. Should you require further assistance, please contact PayPal directly for further assistance.We will only ship to the address as it appears on your invoice/order, so please make certain this is correct before completing your purchase. We are unable to make any changes to your order once the order has been processed in our warehouse. We do not ship to PayPal Unconfirmed addresses. We are not responsible for any wrong or invalid shipping address.As soon as your order is ready to be shipped, you will receive and confirmation email with the tracking number. This number is generated as soon as the shipping label is created, so please give 24 hours before expecting to see any scans by the USPS.If you purchase more than one item from us, you may be eligible for combined shipping. If the combined shipping rate is not automatically applied, that means your order did NOT qualify and we will not reimburse you for the shipping.
5. How do we test our phones?
All items listed for sale have gone through a thorough checking process and are guaranteed to be 100% fully functional. Any device that did not pass will be sold as “Broken or for parts” and the exact condition will be described in the item description. Here is a list of tests we perform on all of our phones (when applicable):
- All buttons are functional
- Touch screen responsive
- Phone responds to charger
- ESN is clean and ready for activation
- LCD checked for spotting
- Front and back cameras
- Sound clarity
- SIM card is recognized
***Please remember that the people checking these phones are human, and sometimes do make mistakes! If you find that your purchase is having a problem (even one it has been tested for) please let us know. Knowing first hand, however, how important your phone’s functionality is, we offer our 30 day warranty to cover any and all inconveniences!***
6. How do we grade the cosmetic condition of our phones?
All phones are graded according to their physical condition and sold according to that condition. We describe the condition of the phone in the item description. Please note that we use stock photos in all of our listings so you will NOT be receiving the phone in the pictures. The phone is NOT guaranteed to be the same condition as the pictures shown; rather the condition is guaranteed to match the condition we describe on the listing. Here are the conditions we sell and what they represent:
Like New: This cell phone is in 9-10/10 condition, like an open box item or store demo. There might be very little minor scratches visible or not per the nature of an open box item. The item comes with no retail box. The cell phone is tested by our technicians and is fully functional.
Seller Refurbished: This cell phone shows moderate signs of usage with regular scuffs and scratches. Our technicians fully test each phone and refurbish it to 7.5-9/10 condition.
Used: This cell phone is in good cosmetic condition, like 7-8/10. The screen is in good condition with some small signs of use or scratches. However, it is still in very good condition like an average used phone. The housing is in similar condition.
***Please remember that the people grading these phones are human, and sometimes do make mistakes! If you find that your purchase is not accurately described, please let us know. Knowing first hand, however, how important your phone’s condition is, we offer our 30 day warranty to ensure your satisfaction!***
7. Is the phone in the pictures the one you will be receiving?
No, the phone in the picture is not the phone you will be receiving. We use stock photos in all of our listings and clearly state this so you are aware. The phone is NOT guaranteed to be the same condition as the pictures shown; rather, the condition is guaranteed to match the condition we describe on the listing. We have many phones in our inventory and ultimately don’t know which phone will be shipped to the customer; therefore, we are not able to provide individual pictures of each phone. Knowing firsthand how important this is, we offer our 30 day warranty to ensure your satisfaction!
8. Do our phones come with SIM cards?
Some cell phones are designed to use a Subscriber Identification Module (SIM) card, or a microchip that stores subscriber data. The SIM Card is issued by a carrier and provides phone service by activating any phone into which it is inserted. A locked phone, however, will only recognize a SIM card from a particular carrier. Please read our listing carefully to see if the phone you are purchasing is unlocked or if it is being sold for a particular carrier. Because SIM cards are associated with the carrier and not the actual phone, our phones DO NOT come with SIM cards. This is stated in ALL of our listings and there are no exceptions. If you already have a SIM card from your carrier, you will be able to insert the SIM card and use the phone. If you do not have a SIM card or yours is the wrong size, please contact your mobile carrier.
9. What will be included in your purchase?
As stated in ALL of our listings: What is Included:
- Generic Wall Charger
What is NOT included:
- Original Box/Manual
- SIM Card (when applicable)
- SD Card
10. Can we give you the ESN/IMEI number before you buy the phone?
An ESN, Electronic Serial Number, is a permanent 32-bit number embedded by the manufacturer that uniquely identifies a wireless communications device. ESNs are most commonly used in phones and devices using CDMA technology. GSM phones use a similar type of code called an IMEI instead.
We have such a large number of phones in our inventory and ultimately don’t know which phone will be shipped to the customer; therefore, we are unable to supply specific ESN numbers on individual phones. As a part of our auditing process, we do verify ESN numbers so they are ready to be activated.
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