Frequently Asked Questions

Table of Contents

Frequently Asked Questions

General Information

Q: What operating system will my device have installed?

A: Your device will come with the operating system you selected at checkout. Our team installs the OS prior to delivery to ensure the device is ready to use upon arrival.

Q: Why is my device box unwrapped?

A: All devices are unwrapped to install the selected operating system (OS). This does not void the manufacturer’s warranty. Each device is tested thoroughly to ensure it meets our quality standards before shipping.

Q: Does installing a new OS void the warranty?

A: No, installing a new operating system does not void the manufacturer’s warranty. For specific details about warranty coverage, please refer to the manufacturer’s official warranty terms.

Shipping and Delivery

Q: How long will it take to receive my order?

A: Orders are typically processed within 1-3 working days after payment. Delivery times vary depending on your location and shipping method, but most orders arrive within 8-12 working days.

Q: Can I track my order?

A: Yes, you will receive a tracking number via email once your order has been dispatched. Use this number to track your parcel in real time.

Q: What happens if my package arrives damaged?

A: If your parcel is damaged during shipping, please contact us immediately at support@fortressphones.com. Provide photos of the damage, and we will assist you with a replacement or refund.

Returns and Refunds

Q: Can I return my device if the box is unwrapped?

A: Yes, devices with unwrapped boxes due to OS installation are still eligible for returns as long as they meet the return criteria outlined in our Return Policy.

Q: What is your return policy?

A: Devices can be returned within 30 days of receipt if they are defective or damaged during shipping. Please refer to our Return Policy for detailed instructions.

Q: How long does it take to process a refund?

A: Refunds are typically processed within 5-7 working days after we receive and inspect the returned item.

Device Preparation and Testing

Q: Will my device be tested before shipping?

A: Yes, every device undergoes thorough testing after the OS installation to ensure it functions perfectly before delivery.

Q: Can I request specific apps to be pre-installed?

A: Yes, during checkout, you can include a note with the apps you'd like pre-installed. We’ll do our best to accommodate your request.

Support and Warranty

Q: What should I do if I have issues with my device?

A: If you experience any issues, contact our support team at support@fortressphones.com. We’re happy to help troubleshoot or assist with warranty claims.

Q: How do I access the manufacturer’s warranty?

A: The manufacturer’s warranty is automatically included with your device. Keep a copy of your purchase receipt, as it may be required to make a claim.

Q: Will the custom operating system affect the warranty?

A: Installing a custom operating system does not void the manufacturer’s warranty. However, warranty coverage is subject to the terms set by the device manufacturer.

Customisation

Q: Can I customise the operating system on my device?

A: Yes, we offer various operating system options during checkout. If you need help choosing the best one, feel free to contact us.

Q: Are other hardware customisations available?

A: At this time, we only customise the operating system. The hardware remains as provided by the manufacturer.

Q: Can I request specific apps or settings on my device?

A: Yes, customers can request specific applications or configurations during checkout. Additional charges may apply for complex customizations, and some requests may not be possible due to OS restrictions.

Payment and Pricing

Q: What payment methods do you accept?

A: We accept major credit cards, PayPal, and other secure payment methods displayed at checkout.

Q: Are there any hidden fees?

A: No, all fees are included in the final price shown at checkout.

PayPal Buyer Protection

Q: How does PayPal protect my purchase?

A: When you pay with PayPal, your purchase is covered by PayPal Buyer Protection. If an item doesn’t arrive or isn’t as described, PayPal can help you get a refund. Learn more about their Buyer Protection Policy.

Q: Am I responsible for ensuring the device complies with local laws?

A: Yes, customers are responsible for ensuring that the device and its features comply with the laws and regulations of their jurisdiction.

Q: Does Fortress Phones guarantee privacy and security?

A: While the installed operating system enhances privacy and security, we cannot guarantee absolute protection from data breaches or unauthorized access. Customers are advised to follow best practices for data security.

Q: What happens if I misuse the device?

A: Fortress Phones is not liable for any misuse of the device, including illegal activities or failure to comply with local laws. Customers are responsible for ensuring the lawful use of their device.