Tracking your order
How do I track the delivery of equipment associated with my Telstra order?
If you're waiting for equipment, there's a link in Track my order that provides a direct link to our delivery partner's website where you can track your parcel.
What type of orders can I track with the Telstra order tracker?
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.
How do I find my Telstra order number?
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.
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.
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.
What does my Telstra order status mean?
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.|
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'll automatically go on a waiting list for that device, so you can rest assured 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:
Do I need to be there when my Telstra order is delivered?
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 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.
Changes or cancellations
Can I change or cancel the plan I ordered?
If you wish to 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.
In the case of cancellation, contact us to find out if you can cancel your Telstra order. In some cases you can still cancel your order if the item has been dispatched, however early termination charges may apply.
Click and Collect
Which stores offer Click and Collect?
A pilot program is operating in 40+ stores across Melbourne and Brisbane from 6 June 2023. You can check to see if a store near you is participating during your online order.
How will I know when my order is ready to collect?
You'll receive an email when the order is ready for pick up in store. You're also able to use Track my order to monitor your order's progress.
Good to know: If your order is placed early in the day, it may be available for same-day pickup. If your order is placed in the afternoon, it will most likely be ready for pick up the following day.
What do I do if I select the wrong store to collect from?
If the wrong store has been selected, you’ll have to cancel your order and place a new order with the correct store. We’ll normally be able to refund you upon cancellation.
How long do I have to collect my order?
You have up to 12 days from the date of receiving your confirmation email that your order is ready to pick up. If you're unable to collect your order within the 12 day period, it will be cancelled by the store.
What if there's a problem with the item I receive?
If there's a problem with the item you received, for example, if it appears to have a fault, is dead on arrival or is a different colour, model or storage size from what you ordered, contact us now.
In this case, please leave your item in its original packaging and as untouched as possible.
If you need to make a claim under your device's warranty, you can find out more about your rights when it comes to faulty products.
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