Pre-Orders: We expect to start shipping pre-orders from when the device is in market. Please check our website for in market launch timeframes for your new device. Whilst we aim to deliver all pre-orders from 8am on launch day in metro areas, regional areas may take longer.
General sale: When you place an order with our online shop processing usually takes 24 hours. In most cases, if you place an order before 4pm AEST and live in a metro location, you'll usually receive it the next day. Orders from regional areas may take longer.
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 location, you’ll usually receive it the next day. Orders in regional areas may take longer.
How can I track my order once it has been dispatched? You’ll receive an email from us when we dispatch your order from our warehouse. In this email we’ll provide you a link and reference number to track and trace your delivery.
What does each reference number mean? Good question!
Your Online Order Reference Number may start with SBS, OA, WF, NB and have numbers that follow. This number is the reference number for your online shop order.
Your Order Number will start with 1-, followed by 13 numbers. This is your order number, which you can quote when speaking to any Telstra representative about your order.
What do I need to show on collection of my new phone? We don’t want your order ending up in the wrong hands, so make sure you have 100pts of ID with you when signing for your delivery, otherwise our courier won’t release it to you. You’ll need the same photo ID you used when placing your online order with us. 100 points of ID checklist can be found here
Can I order online to collect at a nominated store? We currently only deliver to a nominated business or residential address to ensure you get your new device as quickly as possible.
Is there a delivery fee? If you order online, delivery is free within Australia.
How can I change my delivery details? 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.
Can I get my phone delivered to work? Absolutely. Don’t forget to tell us the business name otherwise our couriers may not be able to find you.
Can I nominate someone else to sign/collect on my behalf? The short answer is no. We don’t want your order ending up in the wrong hands, so make sure you have 100pts of ID with you when signing for your delivery, otherwise our courier won’t release it to you. You’ll need the same photo ID you used when placing your online order with us.
For more information about our order process, check out the below links: