FAQ: iPhone Duo Pick Up, Delivery, Return Policy, DOA Policy

iPhone Duo Store Pick-Up & Collection

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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.

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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.

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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.

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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.

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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

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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.

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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.

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Order Changes, Cancellation & Exchanges

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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.

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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.

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10. Can I cancel my order?

No. Orders cannot be cancelled once they have been successfully placed.

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Device Delivery & Activation

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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.

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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

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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.

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Dead on Arrival (DOA) Policy

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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

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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.

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16. What documents do I need for a DOA claim?

Please provide:

• Original purchase receipt
• Device
• Original packaging
• All included accessories

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17. Is there a deadline for reporting a DOA claim?

Yes. All DOA issues must be reported within 24 hours of receiving the device.

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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.

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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.