Online ordering and delivery
It's easy and secure to shop online with Telstra. Get free delivery for orders over $100, and track your order online. All from the comfort of your home.
Free delivery when you shop online
Order online from a range of products, with free delivery for orders over $100.
Checking out is easy
-
Shop securely online
Shop online and once you've selected your product, you'll be taken to online checkout. We'll confirm some details from you including your name, home address, email and phone number. -
Have your ID ready
Be ready to check out smoothly. To complete an online order we'll need to check a few ID details if you're new to Telstra. You'll need to:
- Be at least 18 years old
- Have the relevant ID, such as an Australian Drivers Licence, Australian Passport, or Blind Citizen Card
- Provide your name, address, and date of birth
Already a Telstra customer? Simply log in with your Telstra ID to complete your order. -
Your order will be processed
The Telstra team will usually process your order within 24 hours after you buy online.
You’ll receive an email from us when we dispatch your order from our warehouse. The email will provide you a link and reference number to track and trace your delivery.
If your order includes hardware (e.g. a modem), you will receive an email when the dispatch has been processed. Any hardware takes from 1-7 business days to arrive, depending on where you live.
Delivery time
Once your order is processed, allow up to 3 business days for metro areas, and up to 7 business days for regional areas (subject to product availability).
Track your order online
Use the Telstra order tracker to see the progress of your orders and deliveries. You’ll also receive SMS or email notifications on your order status and estimated delivery times.
As well as being able to check the status of your Telstra order, and keep an eye on your delivery, you can also check and change your installation appointment(s).
Use the My Telstra app to track your order
If you have a Telstra ID, sign in to the My Telstra app or My Telstra in a browser to view the status of your order.
What can you track online?
You can track current and past orders for:
- Internet including nbn®, Opticomm, ADSL and cable
- Home phones and bundles
- Month-to-month mobile and mobile broadband, including the delivery of equipment, plan changes and SIM replacement
- Pre-Paid mobile and mobile broadband equipment
Create a Telstra ID
A Telstra ID is the username and password you use to access and manage your Telstra services online.
The only login you need
When you register for a Telstra ID, you’ll create a username and password that you can use to sign in to a range of Telstra apps and services.
If you’ve used the My Telstra app, or have managed your services in My Telstra, you may already have a Telstra ID. Don't worry if you've forgotten your Telstra ID, you can easily recover it.
I know my Telstra ID
Awesome! You’re ready to shop and get a quicker, smoother checkout experience.
I don't know my Telstra ID
Got a Telstra ID but forgotten what it is? Not to worry, you can recover your username and password by telling us your name and account or phone number.
I need a new Telstra ID
If you're a Telstra customer and you don't have a Telstra ID, you can easily create one.
Receiving your order
Do you need to be home when your order arrives?
Some items can be left at your premises when you’re not there, if the courier considers it safe to do so.
However, items such as mobile handsets, SIM cards and tablets can't be left unattended. You’ll need to be there when the courier delivers them with:
- A valid form of photo ID.
- For security purposes, please show the same identification used when you placed your order online with us (e.g. Australian driver’s licence, passport)
- Your signature.
If you can’t be at home, your parcel will be sent to the post office. Please present your photo ID when you collect it.
Visiting us in-store
At participating stores, you can secure your spot in the queue ahead of your visit. You’ll be able to view your place in the queue and view estimated wait times. We’ll send an SMS when we're ready to serve you and if you’re running late, then let us know and we’ll keep your spot in the queue. You’ll also be able to leave the queue if your plans have changed.
- Login to the My Telstra app using your Telstra ID
- Tap Get help
- Select Visit a store
- Hit Join a store’s queue
- Follow the prompts
Frequently asked questions
You can find your order number on your confirmation email, SMS or in the My Telstra app.
Once your order is in our system, we'll send an email with your Telstra order number. Use it to track your delivery.
Good to know: For some orders placed online that include purchasing a new phone (excluding Telstra Plus orders), the initial order number you receive can’t be tracked online.
You can also track your order through My Telstra app or My Telstra in a browser.
Good to know:
- It can take up to 24 hours for Pre-Paid services using an existing number to appear in our system
- It can take up to a week for your nbn order to appear in our system
If you’re waiting for equipment, there’s a link in the Telstra order tracker that provides a direct link to our delivery partner’s website where you can track your parcel.
Pre-orders:
We expect to start shipping pre-orders from when the device is in market. You can check our website for in-market launch timeframes for your new device. We try our best to deliver all pre-orders from 8am on launch day in metro areas, regional areas may take longer.
General sale:
Online orders take around 24 hours to process. If you live in a metro area and place an order before 2:30pm AEST/AEDT, you’ll usually receive it the next business day. Otherwise, allow up to 3 business days for metro areas and up to 7 business days for regional areas (subject to product availability).
Backorders:
We’ll ship your order as soon as stock arrives in the warehouse. Once we ship your order, if you live in a metro area, you’ll usually receive it the next day. Orders in regional areas may take longer.
Telstra Plus orders can’t be tracked online. Please contact us if you have any questions about your order.
Some items can be left at your premises when you’re not there, if the courier considers it safe to do so. However, items such as mobile handsets, SIM cards and tablets cannot. You’ll need to be there when the courier delivers them and provide:
- A valid form of photo ID. For security purposes, please show the same identification used when you placed your order online with us (e.g. Australian driver’s licence, passport)
- Your signature
- If you can’t be at home, your parcel will be sent to the post office. Please present your photo ID when you collect it
Use the Telstra order tracker to manage your appointments. View our handy guides to find out more about scheduled appointments:
Once you place your order, it’s very difficult to make changes. Once your order has been dispatched, we won’t be able to change your delivery address. But if you call us as soon as you can and quote either your online order reference or order number, we’ll do our best to update your delivery details.
As your order progresses, you may see different statuses:
On hold |
Something has held up your order and we need to speak with you to progress it |
| In progress | Your order is being processed, there may be equipment or appointments you need to be aware of |
| Cancelled | Your order was cancelled |
| Completed | Your order has been completed |
| Pre-order | Your order is for a new product that hasn’t been released to market. Once the product is available, we’ll update your order and notify you |
| Back order | Back order means the product is currently not in stock, but should be soon. You can still order it, but your delivery will be delayed until the stock arrives. If you place your order for an item that's on back order, you’re automatically go on a waiting list for that device, so you get peace of mind that you’ll receive the item you want. As soon as your device is back in stock, we’ll complete your order and dispatch it to you. You'll receive a notification when your device is ready for delivery. If you'd rather not wait, you can:
|
Contact us to find out if you can cancel your Telstra order.
If you change the plan you ordered, this may delay any scheduled installation appointments and equipment deliveries. It’s best to wait until you are connected to request a change of plan.
Contact us to discuss.
Track it on the StarTrack website
Enter your tracking number on StarTrack or click on the tracking link in the confirmation email we sent you.
Have StarTrack left you a calling card?
- If StarTrack tried to deliver your parcel but no one was home, they will have left a calling card in your letter box or at the front door
- The calling card will tell you which Australia Post Office or StarTrack location to collect your parcel from.