About NDBD US

"What is NDBD US?"

NDBD US is a global company headquartered in Hong Kong with operations for the United States - we specialize in selling only the highest quality refurbished iPhones.

"Are your products genuine?"

NDBD US only sources from a group of established, trusted suppliers within the consumer electronics market. The devices we sell are in first-class condition, 100% original parts. They are 100% fully functional as tested by our expert technicians and industry leading standard passed. Each device is professionally checked by trained specialists according to our 38-point inspection process, using our uniquely developed system.

"Do you offer a collection service?"

No, we are an online-only retailer, shipping products globally from Hong Kong. We offer a range of convenient, reliable, and tracked delivery services.

About the products we offer

Network bands in your country

When purchasing your phone, please double-check network bands supported by it. Here is a handy link you can use to check 2G voice, 3G data and 4G data bands supported in your country: http://www.gsmarena.com/network-bands.php3. Please double-check the bands that your network provider operates on, then compare the band at the link provided above to the product specification page. Please ensure you do this before purchasing your phone or data-enabled tablet. If you still are unsure, please contact our Customer Service team for support.

The top mobile carriers in the US (but not limited to) are O2, EE and Vodafone. The network bands they operate on are GSM 900 and GSM 1800 (2G compatible); UMTS 900, UMTS 2100 (3G compatible) and LTE 800, LTE 1800 and LTE 2600 (4G compatible). Please note that each carrier uses specific network bands, please check with your network (against the bands on our product specification pages) before purchasing if you are unsure.

"Do I get warranty with all products I order?"

Yes. We offer a standard warranty for all physical products we sell, backed by an in-house warranty service and repair team. Information on this can be found on our Warranty Information page. If you require more information, please do not hesitate to contact our Customer Service team.

"My new phone has apps for use outside of my country"

As many manufactures pre-install apps on phones and tablets, you may find some devices have apps not intended for use in your country on them. This is common practice, so some phones might come with Vodafone or T-Mobile apps pre-installed on them.

This should not stop you from installing apps that are available in your country through the device’s app store (unless specified as otherwise on the product page).

"My device is in a different language"

Unless specified on the product page, all devices we sell can have the language changed to English. In many cases this is done for you by our quality control team before it is sent out. If that has not been the case, please feel free to contact our friendly Customer Service team for more information and assistance.

"The manual is in a different language"

This is unfortunately not something we can control. However, we work hard to provide digital local language manuals through our site. Please check out the manuals and support links page on our website, and if you need further assistance please don't hesitate to contact our Customer Service team.

"What is a First Class Refurbished item?"

First-class devices are second-hand units that have been professionally reconditioned into a 'good-as-new' condition. Fully tested prior to dispatch, they include all accessories and packaging that come bundled with their brand new counterparts, as well as a 12+1 months’ standard warranty.

Delivery

"Which types of delivery do you offer?"

Regardless of your location, we offer free shipping on all orders across the US. A signature will be required upon receipt. Depending on stock availability, some items take longer than others to reach you. When placing your order, please check the lead-time to shipping from our central warehouse (located under the price on the product page, e.g. 5-7 days). Please check our Shipping and Returns page for more information.

"Where is my order?"

If you have not yet received your order, please double-check the tracking information we emailed to you. If you have not yet received the tracking details, please check the lead-time of the products you ordered on their respective product page(s) - they might not have left our warehouse as-yet. If you still cannot track your order, or if the expected date of arrival has passed, please contact our Customer Service team for help.

"I live in a remote area"

If your order is being delivered to a remote area, please allow 2-3 extra days for delivery. Couriers normally define remote areas as locations that take longer than normal to deliver to (e.g. if you live off the mainland, or in some rural areas). If you have a particular question with regard to whether your region is classified as a remote area before you place your order, please contact our Customer Service team for help.

Returns and Refunds

Replacing items damaged in transit or DOA (Dead on Arrival)

If, in the unlikely instance, you receive your order and it is damaged or DOA, please contact us within 15 days after receipt, so we can arrange the return of the order for replacement. Please follow the returns instructions on our Shipping and Returns page. Don’t worry - we will resolve the issue ASAP.

Refunds for items either damaged in transit, DOA or incorrect product received

If, in the unlikely instance, you receive your order and it is damaged, DOA, or does not contain the product you ordered, please contact us within 15 days of receipt, so we can arrange the return of the order for a refund or replacement. Please follow the returns instructions on our Shipping and Returns page. Don’t worry - we will resolve the issue ASAP.

"I have not received my refund for my returned item yet"

Please contact our Customer Service team for an update - they will confirm the date of refund with our Accounts Team. Please allow time for the parcel to arrive back to our central Hong Kong warehouse, and to be inspected by our Returns Team (this may take a week or two, in certain cases slightly longer). Please note that once we have refunded the order from our end, it may take a few days for your credit card company to apply the credit back to your account. Every credit card company and bank is different and some take longer than others - we have no control over this. However, we guarantee that when we have processed a refund, it will appear back in your account within a few days. If you are concerned, please also contact your credit card provider to confirm.

Customer Service

Opening times

While our websites are online 24 hours a day, the Customer Service Team can only be contacted directly between 9:00AM and 5:00PM, Mondays to Fridays. Outside these hours, please leave us a message and we will get back to you as soon as possible within our CS Team’s regular schedule.

Support via Chat

For the quickest answers to your questions, please click on the “Live Chat” icon at the bottom-right of our website pages. Please fill in the required contact information as directed, and you will receive a unique chat reference code (for future correspondence). When online, our Customer Service team will answer your query in real-time. Out of hours, they will receive your query and respond ASAP during normal working hours.

Further queries or concerns

At NDBD US we are always looking to improve our service and support. Should you have any concerns, complaints or feedback for us please don’t hesitate to contact us through our Customer Service team.

We take all complaints and feedback seriously and work hard to help all customers to reach a speedy, satisfactory resolution.

Media enquires

For all media enquires please contact NDBD US parent company Milkyway Distribution using the contact details below. Please note that this is for media enquires only; for sales and service requests please contact the Customer Service team.

Email: mediaenquiries@milkyway-distribution.com

Write to:
Milkyway Distribution Ltd.
9 A&B, Ka Ming Court
688 Castle Peak Road
Kowloon, Hong Kong