Online ordering and delivery
Free delivery when you shop online
Order online from a range of products, with free delivery for orders over $100.
Checking out is easy
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).
What can you track online?
You can track current and past orders for:
- Internet including nbn, ADSL, cable and Velocity
- 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
I don't know my Telstra ID
I need a new Telstra ID
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.
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
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.
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).
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.
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:
Something has held up your order and we need to speak with you to progress it
|Your order is being processed, there may be equipment or appointments you need to be aware of
|Your order was cancelled
|Your order has been completed
|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 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:
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.
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.