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Frequently Asked Questions

About Us
  • What is MobileSentrix?

    MobileSentrix is a wholesale distributor serving retailers and repair shops both domestically and internationally. We are known for providing quality products and services. For more information, please check out our About Us page.

  • What hours are you open?

    Our hours of operation are Monday through Friday from 11 AM to 9 PM CEST, Saturday from 12 PM to 4 PM CEST, and we are closed on Sunday.

  • Do I need a business to purchase from you?

    MobileSentrix is a Business-to-Business (B2B) wholesale company, which means we strictly provide our services to other businesses. To make purchases with us, we will require business documentation in order for our onboarding team to approve your account.

Returns & Warranty
  • How can I check the status of my return?

    You can check the status of your return in the "Product Returns/RMA" section of your account dashboard. If it shows "Processing," it means your return is either still in transit or has not yet been completed. If it shows "Completed," your return has been finalized and refunded to you.

  • Why was my return rejected?

    If an item from your return was rejected, it likely did not meet the criteria of our return policy. We offer a lifetime warranty on all parts, provided there is no internal or physical damage to the part. However, this warranty does not cover Accidental Damage, Misuse, or Wear and Tear.

  • A SKU isn't showing up when creating my RMA.

    If you can't find the specific SKU you want to return in the list, just select a similar item instead. For instance, if you're trying to return an "AMPlus iPhone 12 screen" but it's not listed, you can simply select a different quality iPhone 12 screen and we'll make the necessary adjustments on our end.

  • How long does it take for an RMA to proccess?

    We usually process returns within 3-7 business days after receiving the return package in our warehouse. If you need your return processed sooner, we are happy to prioritize it upon request.

  • Can I get my rejected items back?

    We can return any items that are rejected from your Returns or BuyBack orders upon request. Just give us 1 business day to process the request and locate your items. Once processed, we'll include them in your next order with us. If preferred, we can also set this as a default option on your account.

  • What is your XO7 OLED/LCD Breakage Coverage?

    Our OLED Breakage Coverage and LCD Breakage Coverage provides an additional layer of protection beyond our standard warranty. With this coverage, we will take cover any internal damage that occurs during the product's lifetime including damage to the flex cable, which is not typically covered under the standard warranty. This enhanced protection is available for our XO7 product line.

Buyback
  • Is shipping covered for sending in a BuyBack order?

    We'll take care of the shipping costs for any BuyBack orders that total €200 or more and send you the shipping label ahead of time. If your order after testing comes in under €200, there will be a small €10 label fee deducted from your payout. We recommend sending in larger BuyBack orders to avoid the label fee.

  • Can I send in screens that aren't listed?

    We only accept screens that are listed in our BuyBack program. You can see the current accepted screens on our BuyBack Program page.

Account
  • Can I transfer my store credit to my card or bank?

    Your store credit can be transferred out of your account to either a PayPal account or a Debit/Credit card. This can be done in the "Store Credit" section of your account dashboard. Just look for the "Transfer Credit" button and our system will walk you through the process from there.

  • How can I add a new card to my account?

    A new card can be added to your account during checkout. Simply enter the new card information during checkout, select "Save this card for future use" and finishing checking out. Once the order is placed, the card will be saved to your account which can be used for any future purchase with us.

  • Do you have an API?

    Yes, we do have an API. We are partnered with RepairDesk and MyRepairApp to manage all our API-related processes. Please feel free to visit their websites for more information.

Orders & Shipping
  • How can I track an order?

    You can check the status and track an order in the "My Orders" section of your Account Dashboard. Simply click on the three dots next to the order you would like to view, and you will be brought to the Order View.

  • How can I cancel or change an order?

    If you do need to cancel or modify an order before it ships, we can take care of that as long as it has not shipped out of our warehouse. Send us a message including your order number, and we will assist you.

  • Can I get a refund on a delayed overnight package?

    If your FedEx package arrived later than expected, you can request a shipping refund directly through the FedEx Shipping Refunds section in your account dashboard. The system will automatically file a claim on your behalf.