How do I track and get updates about my online order?

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. 

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:

• What to expect before and during your nbn installation
• Preparing for your Telstra technician appointment

As your order progresses, you may see different statuses:

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

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 find out if you can cancel your Telstra order.

Yes, but once your item has been dispatched, early termination charges may apply if you cancel your order. 

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.