Question 1

What is Carousell Mobile?

Accepted Answer

Carousell Mobile is Singapore's trusted retailer for certified secondhand electronics, backed by Carousell. We specialize in premium devices like iPhones, MacBooks, iPads, and smartwatches — all rigorously tested and certified so you get quality devices at smarter prices.

Question 2

Do you sell new devices too?

Accepted Answer

Our online store focuses exclusively on certified secondhand electronics for the best value. However, we may have some new items available at our physical store. Just contact our customer support to confirm availability.

Question 3

How do you ensure quality for secondhand products?

Accepted Answer

Every device goes through our comprehensive 40-point quality check by in-house experts. This includes technical performance testing, physical condition inspection, professional cleaning and sanitization, plus complete data wiping. Only devices that pass all checks earn our 'certified' status, so you're getting a quality device that works like new, guaranteed.

Question 4

What's included in your 40-point certification process?

Accepted Answer

Our comprehensive verification covers 4 key areas: 
>> Technical performance: battery health, screen/display testing, camera and sensors, connectivity
>> Physical condition: body inspection, button functionality, port checks
>> Security & data: complete data wiping, unlock status verification
>> Cleaning & sanitization: professional cleaning inside and out

Every step ensures you get a device that's ready to use.

Question 5

What's your grading system for secondhand products?

Accepted Answer

We offer 6 condition grades: 
- Like New: minimal to no signs of use 
- Lightly Used: light signs of use, excellent condition
- Well Used: noticeable use but functions perfectly 
- With Box variants that include original packaging.

All grades undergo our 40-point inspection and come with our 1-month warranty, so you're covered no matter which grade you choose.

Question 6

Are your devices authentic and not stolen?

Accepted Answer

Absolutely! All devices we buy follow Singapore Police Force (SPF) regulations and go through validation checks to ensure they're not stolen or blacklisted. Plus, every device gets professionally data-wiped with deep clean certification. You're getting 100% authentic, legally-cleared devices, guaranteed.

Question 7

What can I expect from the battery condition?

Accepted Answer

Battery performance varies by device age and usage, but we test every battery as part of our 40-point check. If there are any significant battery issues, we'll mention it in the product description. Most of our devices have batteries that perform well for daily use, and remember, you have 7 days to return if you're not happy!

Question 8

Is same-day delivery really free?

Accepted Answer

Yes, completely free with no minimum spend or hidden fees! Just order before 2:45pm and we'll deliver island-wide across Singapore the same day. Why wait when you can have your certified device today?

Question 9

What's the cut-off time for same-day delivery?

Accepted Answer

2:45pm! Order before then and your device arrives the same day. Miss the cutoff? No worries, you'll get it next working day, still free of charge.

Question 10

Which areas do you deliver to?

Accepted Answer

We deliver island-wide across Singapore, except restricted areas like military zones. Basically, if you can get regular deliveries there, we can reach you too!

Question 11

How does your delivery process work?

Accepted Answer

Once you order, we'll prepare your device and send you tracking details. Our delivery partner will contact you with a time window. If you're not available to receive it, they'll leave it at a safe spot at your doorstep. If you prefer not to risk unattended delivery, choose store pickup for total peace of mind!

Question 12

Can I collect my order instead of delivery?

Accepted Answer

Absolutely! You can collect at Carousell Mobile HQ (79 Ayer Rajah Avenue, #03-01) same day, or choose any of our 6 Refash collection points island-wide. Refash collections are ready the next day from 7pm onwards but give you more location options!

Question 13

Where are your collection points located?

Accepted Answer

Main Store: 79 Ayer Rajah Avenue, #03-01 (11am-7pm daily) 
Refash Locations: The Seletar Mall, Eastpoint Mall, The Clementi Mall, Chinatown Point, Causeway Point, Bugis Junction (all 11am-9pm daily). 
Refash orders are ready for collection the next day from 7pm onwards.

Question 14

Can I change my delivery address after ordering?

Accepted Answer

Yes, just contact us ASAP. If we haven't dispatched your order yet, we can update the address. Once it's out for delivery, you'll need to coordinate directly with our delivery partner.

Question 15

How can I contact customer support?

Accepted Answer

Use our WhatsApp chat button available on every page! We're available 10am-8pm daily and always try to respond as quickly as possible. It's the fastest way to get help with your order or questions.

Question 16

What are your customer support hours?

Accepted Answer

We're available 10am-8pm daily, but honestly, we try to reply as fast as we can even outside hours because we know you're excited about your new device!

Question 17

How do I buy on Carousell Mobile?

Accepted Answer

Super simple! Browse our online store, pick your device and grade, then checkout — no account needed. Choose same-day delivery (order before 2:45pm) or collect at our store/Refash locations. Pay via PayNow, credit card, Atome, or Grab PayLater. Done!

Question 18

Do I need to create an account to shop?

Accepted Answer

Nope! You can shop as a guest and checkout instantly. Creating an account just makes future purchases faster and lets you track your orders easily but it's totally optional.

Question 19

What comes with each device?

Accepted Answer

Every device comes with a wall plug and charging cable, regardless of grade. If you choose a "with Box" variant, you'll also get the original packaging. We make sure you have everything you need to start using your device right away.

Question 20

Can I see pictures of the specific device I'm buying?

Accepted Answer

We don't provide photos of individual devices, but you can check our condition guidelines on each product page to understand exactly what to expect for each grade. Feel confident to purchase first and use our 7-day return if you're not satisfied, or visit our Ayer Rajah store to see similar devices in person before buying.

Question 21

How recent are your device models?

Accepted Answer

We stock a wide range of models from recent flagships to older generations, basically whatever you see listed is available! No age cutoffs here. Our real-time stock system shows exactly what's available, so if it's listed, it's in stock.

Question 22

What's your return policy?

Accepted Answer

Changed your mind? No problem! You get 7 full days to return any device for ANY reason, even if you just don't love it. That's how confident we are you'll be happy. Just return it in original condition and you'll get a complete refund.

Question 23

How do I return a device?

Accepted Answer

Bring it back to our Carousell Mobile HQ (79 Ayer Rajah Avenue, #03-01) or send it via courier, your choice! If you use courier, you'll cover the return shipping cost, but you'll get your full refund once we receive it in original condition.

Question 24

What does your warranty cover?

Accepted Answer

Every device comes with a 1-month warranty covering hardware and software defects, not caused by accidents or misuse. If something goes wrong, we'll repair or exchange your device based on what gives you the best outcome fastest. Your satisfaction comes first!

Question 25

I received the wrong device model. What should I do?

Accepted Answer

Contact us immediately! We'll arrange an immediate exchange at no cost to you, including pickup and delivery. Our mistake, our responsibility to fix it fast.

Question 26

The device condition isn't what I expected. What are my options?

Accepted Answer

No worries! You have 7 days to return it for a full refund, or contact us and we'll work out the best solution, whether that's a partial refund, exchange, or something else. We want you completely satisfied.

Question 27

I have an issue with my device after purchase. What should I do?

Accepted Answer

Contact us right away! If it's within your 7-day return window, we can arrange a return/exchange. If it's a warranty issue, we'll repair or replace it. We're here to make sure your device works perfectly.

Question 28

I'm interested in partnering with Carousell Mobile! Who should I contact?

Accepted Answer

Awesome! We'd love to hear from you. Contact us with "Partnership" in your message, and we'll connect you with the right team to explore opportunities together.

Question 29

I have feedback for Carousell Mobile. How can I share it?

Accepted Answer

We love hearing from our customers! Contact us with your thoughts, suggestions, or experiences. Your feedback helps us serve you better, and we read every single message.

Question 30

What payment methods do you accept?

Accepted Answer

We accept PayNow, Credit/Debit Cards, Atome, Grab PayLater, and Shopee PayLater. Choose whatever's most convenient for you!

Question 31

How does the trade-in process work?

Accepted Answer

Easy! Get an instant quote at carousellmobile.sellto.carousell.sg, then visit our Ayer Rajah store to complete the trade-in when purchasing your new device. We'll assess your device and apply the trade-in value immediately. Can't combine with online purchases yet, but we're working on it!

Question 32

Do you buy devices for cash without purchase?

Accepted Answer

Yes! Visit https://carousellmobile.sellto.carousell.sg/ for an instant quote, then bring your device to our Carousell Mobile HQ. We'll assess it and pay you cash on the spot, no purchase required.

Question 33

Can I get a trade-in quote online?

Accepted Answer

Absolutely! Go to https://carousellmobile.sellto.carousell.sg/ for an instant quote. Just answer a few questions about your device condition and get your estimate in seconds. Final value is confirmed when you visit our store.

Question 34

What happens when I return an item purchased with trade-in?

Accepted Answer

When you trade in your old device, that transaction is final. However, you'll still get a full refund for your purchase! For example, if you traded an iPhone 13 worth $400 toward an iPhone 15 that costs $700 (paying $300 difference), you'd get the complete $700 refund when returning the iPhone 15. Fair deal!

Question 35

What happens if my trade-in value is higher than the purchase price?

Accepted Answer

Lucky you! We'll pay you the difference in cash. So you could potentially get a new device AND walk away with money. Now that's a smart deal!

Question 36

Do you offer discounts for bulk orders?

Accepted Answer

Yes! Planning to buy 5+ devices? Contact us for bulk pricing. Whether it's for your company, family, or resale, we've got competitive bulk rates that'll save you even more.

Question 37

Can I test devices before buying in-store?

Accepted Answer

Yes! Visit our Carousell Mobile HQ and test any device thoroughly, no time limits, no pressure. Touch, feel, and make sure it's exactly what you want. We encourage you to buy first since you get a full 7-day return period anyway, but testing helps you choose confidently.

Question 38

Can I reserve a device online?

Accepted Answer

You can secure any device by purchasing it online first. Don't worry, you have 7 full days for a complete refund if you change your mind after seeing it in person. This guarantees the device is yours while giving you total peace of mind.

Question 39

What are your store operating hours?

Accepted Answer

Main Store (79 Ayer Rajah Avenue, #03-01): 11am-7pm daily. 
This is where you can test devices, complete trade-ins, and collect online orders same-day.

Refash Collection Points: 11am-9pm daily at 6 locations island-wide (orders ready next day from 7pm onwards).

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