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Is delivery free?

Delivery right across Australia is free when you order online with Telstra. Fees may apply for other order types.

Do I need to be there for the delivery?

Some items we deliver can be left at your premises when you’re not there, if the courier considers it’s safe to leave them.

However, there are things we can’t leave when you’re not there, such as mobile handsets, SIM cards & tablets. For these deliveries you will need to be there when the StarTrack courier delivers your parcel, because you need to provide:

  1. A valid form of photo identification. For security purposes, that identification must be the same as the identification used when placing your order online with us (e.g. Australian Driver’s Licence, Passport)
  2. Your signature. You’ll need to sign for it yourself. A third party cannot sign on your behalf.

What if I want to cancel my order?

You can cancel your order if it has not yet been picked and packed, or dispatched to you. To find out if you can cancel your order, call 13 22 00 or use Telstra 24x7 Chat.

Can I still cancel my order if the item has been dispatched?

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

What if there’s a problem with the item?

If there is 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 that which you ordered, chat with us now on Telstra 24x7 Chat

If there’s a problem with your item, please leave your item in its original packaging and as untouched as possible.

What if something goes wrong later?

We recommend you keep the welcome letter which is in the parcel you received from us, as your proof of purchase and to use with any warranty claims should things go wrong later.


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