FAQ: iPhone Duo Pick Up, Delivery, Return Policy, DOA Policy
Modified on Fri, 16 Oct at 8:00 PM
iPhone Duo Store Pick-Up & Collection
1. How will I know when my iPhone Duo pre-order is ready for collection?
Once your order is ready for collection, you will receive a “Ready for Collection” notification via CelcomDigi WhatsApp 0163338888 and email from sender storepickup@celcomdigi.com. The notification will include contain a QR Code and NGOS Order ID for display when collecting at store.
2. Where can I collect my order if I select “In-Store Pick-Up”?
You must collect your order from the same store selected during the pre-order checkout process, as stated in your “Ready for Collection” notification.
3. Can I collect my order from a different store?
No. Orders can only be collected from the store selected during your pre-order checkout process.
4. What do I need to bring when collecting my order?
The registered customer must present:
- Original and valid IC
- QR Code or NGOS Order ID received via WhatsApp and email
Note: Third-party collection is strictly not allowed.
5. What is the collection process?
When collecting your order, store staff will:
- Verify your identity and order details
- Inspect the device with you and to assist you to turn on your device
- Obtain your signature to acknowledge receipt of the device
- Release the device to you
6. How long will my order be held at the store?
Your iPhone will be reserved for 7 days from the date you receive the official WhatsApp notification: “Your Apple iPhone Duo is Ready for Pickup.” Please collect within 7 days, or you may be required to wait until the next stock availability.
7. Can someone else collect my order on my behalf?
No. For security purposes, only the registered Postpaid line holder who completed the pre-order can collect the iPhone. Third-party collection is not allowed.
Order Changes, Cancellation & Exchanges
8. Can I change my selected store pick-up location after placing my order?
No. Your Store Pick-Up location cannot be changed once your order has been placed.
9. Can I exchange my free gift for cash, bill credits, discounts, or another item?
No. Freebies cannot be exchanged for cash, bill credits, discounts, or alternative products.
10. Can I cancel my order?
No. Orders cannot be cancelled once they have been successfully placed.
Device Delivery & Activation
11. Will I receive any notification after my device is delivered?
Yes. You will receive a WhatsApp reminder from CelcomDigi to activate and check your device after delivery.
12. What should I do after receiving my iPhone?
After receiving your iPhone:
- Turn on the device
- Connect to Wi-Fi or mobile data
- Complete the setup process by following the on-screen instructions
We recommend completing these steps within 24 hours of receiving the device
13. How soon should I inspect my device?
Please inspect and test your device within 24 hours of receiving it to ensure it is functioning properly.
Dead on Arrival (DOA) Policy
14. What is a Dead-on Arrival (DOA) device?
A DOA device is a device that:
- Cannot be powered on; or
- Has a physical/cosmetic defect when received
15. How do I report a DOA device?
You must report the issue to CelcomDigi Customer Service within 24 hours of receiving the device through:
- WhatsApp or call 016-333 1111; or
- Visit the nearest CelcomDigi Store
Our Customer Service team will assist with the necessary verification and next steps.
16. What documents do I need for a DOA claim?
Please provide:
- Original purchase receipt
- Device
- Original packaging
- All included accessories
17. Is there a deadline for reporting a DOA claim?
Yes. All DOA issues must be reported within 24 hours of receiving the device.
18. What happens if I report an issue after the 24-hour DOA period?
Issues reported after the 24-hour DOA period will be handled according to the manufacturer’s applicable warranty terms and conditions.
19. Are software-related issues covered under the DOA policy?
No. Software-related issues are not covered under the DOA policy. Please refer to the manufacturer or an authorised service centre for assistance.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article
