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Samsung Galaxy S8 & Galaxy S8+ Pre-Order FAQ's

 

 

Pre-Order (inc. Backorder)

 

What does pre-order mean?

A pre-order is a confirmed order for a new device that has not yet been released. It also means your new device will be dispatched from the release date.

 

How do I pre-order?

You can pre-order online now and secure your new phone. You can also place your pre-order in store or over the phone during standard business hours.

 

Does pre-ordering guarantee me a phone?

When you place a pre-order online this guarantees you a phone. But please remember it’s also an official order, so once you place your order, you’re also committing to a contract.

 

What if I’m still under contract?

You can place a pre-order online if you’re still under contract. However, please be aware that you’ll incur early termination charges if you terminate your existing contract before the contract end date. You can check your outstanding early termination charges online by logging into MyAccount with your Telstra ID. 

 

What if I have New Phone Feeling?

I have a personal device on a plan

If you’re eligible (i.e. past your 12 month mark on your contract) to redeem your New Phone Feeling, you can place your pre-order online and redeem it at the same time. However, if you’re not yet eligible, you’ll need to wait until your eligibility date before placing your order and redeeming your New Phone Feeling.

Not sure if you’re eligible to redeem? You can check online now via MyAccount or the Telstra 24x7 app on your phone.

 

I have a business device on a plan

If you’re eligible (i.e. past your 12 month mark on your contract) to redeem your New Phone Feeling, you can place your pre-order at your local Telstra Business Centre.

If you’re not yet eligible to redeem, you will need to wait until your 12 month anniversary (eligibility date) before placing your order.

 

What if the account is not in my name?

If you’re authorised on the account as a Full Authority or the Legal Lessee, you can place an order online now to recontract or sign up for a new service. If you’re not listed on the account as an authorised representative, you won’t be able to place a pre-order online.

 

What if the phone/size/colour I want is not in stock?

Don’t worry, if your favourite phone, size or colour is not in stock, you can still place your pre-order online and we’ll prioritise your order in the queue. You’ll receive an order confirmation with your backorder details and we’ll then dispatch your new phone as soon as new stock arrives. We’ll also keep you updated of your progress in the queue.

 

Will I get confirmation of my pre-order?

Absolutely. We’ll send you an order confirmation once you place your pre-order with our online shop. We’ll confirm your order details, delivery timeframes and important things you need to know.

 

Can I change any details once I’ve placed my pre-order?

Once you place your pre-order there’s no guarantee that we can make any changes as it’ll be progressing in the queue. Any changes could delay your place in the queue.

 

How can I cancel my pre-order?

By placing a pre-order you’re committing to a contract, so you won’t be able to cancel your contract without incurring Early Termination Charges.

 

What does it mean when it says backorder?

You can still place an order for your GS8 or GS8+ to secure your place in our queue. Once stock becomes available, we’ll allocate that stock to your order based on your place in the queue and dispatch your new GS8 or GS8+ from our warehouse. But don’t worry, we’ll keep you updated of your order progress along the way with an email to your nominated email address. You can also track your order online anytime for the latest update.

 

How long will it take for a backordered phone to arrive?

Some colours and sizes are more popular than others. We’ll provide you an estimated delivery time on our website before you place your order so that you have a guide as to how long you’ll have to wait. We’ll then keep you updated via email on your progress in the queue until stock arrives. Once stock arrives, we’ll send you an email that will outline your delivery and tracking details and important next steps.

You can keep track of your order online here

 

Can I still place an order even though the handset I want is on backorder?

Of course you can. It just means you’re securing your place in the queue and as soon as stock arrives we’ll start dispatching handsets from our warehouse on a first-in, first-served basis. We’ll also keep you updated via email on your progress in the queue until stock arrives. Once stock arrives, we’ll send you an email that will outline your delivery and tracking details and important next steps.

You can also track your order online anytime for the latest update.

 

 

$0 Upgrade Offer

 

How do I benefit from $0 upgrade offer with Go Mobile Swap

Simply sign up to a $95 or above Go Mobile Swap plan and you’ll be eligible to upgrade your good working order handset after 12 months provided your handset is in good working order and you recontract to a new 24 month handset and service plan

 

Is the $0 upgrade only available with GS8 and GS8+?

No, the offer is open to any customer signing up to a $95 or above Go Mobile Swap plan

 

When does the Upgrade for $0 after 12 months offer run to?

The offer will be available from 28th March ‘17 to 3rd July ‘17

 

What does Go Mobile Swap mean? What the difference between this plan and a Go Mobile Plan?

With Go Mobile Swap you lease the phone rather than own. With this comes some great benefits like $0 upgrade after 12 months (normally $99), being able to upgrade after 12 months even if your phone is damaged and by not taking ownership of your phone you could pay up to $10 less per month depending on lease plan and handset combination

 

What are the benefits to leasing?

Peace of mind

We know that accidents happen. So if you’re on a lease plan and damage your phone, you can still upgrade after 12 months. If your phone has a cracked screen, you can upgrade for $229. If your phone can’t be fixed, you can upgrade for $499.

Even greater peace of mind

For extra assurance, add Assure for just $10 per month. Assure gives you the ability to upgrade your damaged phone at any time and in any condition for a flat fee of $190 when you sign up to a new 24 month handset and service plan.

 

General Sale (inc. Backorder)

 

If I’m still under contract, will I be charged a fee for ordering a new phone?

You can place an order online if you’re still under contract. However, please be aware that you’ll incur early termination charges if you terminate your existing contract before the contract end date. You can check your outstanding early termination charges online by logging into MyAccount with your Telstra ID. 

 

What does it mean when it says backorder?

You can still place an order for your GS8 or GS8+ to secure your place in our queue. Once stock becomes available, we’ll allocate that stock to your order based on your place in the queue and dispatch your new GS8 or GS8+ from our warehouse. But don’t worry, we’ll keep you updated of your order progress along the way with an email to your nominated email address.

 

How long will it take for a backordered phone to arrive?

Some colours and sizes are more popular than others. We’ll provide you an estimated delivery time on our website before you place your order so that you have a guide as to how long you’ll have to wait. We’ll then keep you updated via email on your progress in the queue until stock arrives. Once stock arrives, we’ll send you an email that will outline your delivery and tracking details and important next steps.

In the meantime, you can also keep track of your order online here

 

Can I still place an order even though the handset I want is on backorder?

Of course you can. It just means you’re securing your place in the queue and as soon as stock arrives we’ll start dispatching handsets from our warehouse on a first-in, first-served basis. We’ll also keep you updated via email on your progress in the queue until stock arrives. Once stock arrives, we’ll send you an email that will outline your delivery and tracking details and important next steps.

You can also track your order online anytime for the latest update.

 

How can I cancel my order?

By placing an order you’re committing to a contract, so you won’t be able to cancel your contract without incurring Early Termination Charges.

 

Delivery

 

What day will my delivery arrive?

Pre-Orders: We expect to start shipping pre-orders from Friday 21 April. Whilst we aim to deliver all pre-orders from 8:00am that 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. Launch day is Friday 28 April.

Backorders: We’ll ship your order as soon as stock arrives in the warehouse. 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?

You can also track your order online anytime for the latest update.

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 reference numbers mean what?

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.

Find out more here.

 

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.

Want to know more? 100 points of ID checklist can be found here

 

Can I have my order delivered to a store to pick up?

We currently only deliver to a nominated business or residential address to ensure you get your new phone as quickly as possible.

 

Can I order online to collect at a nominated store?

Not yet. We currently only deliver to a nominated business or residential address to ensure you get your new phone as quickly as possible. But stay tuned, we may have more news around this at a later date.

 

Is there a delivery fee?

If you order online, delivery is free within Australia.

 

Can I get next day delivery?

In most cases, if you place your order before 4pm AEST and live in a metro location, you’ll usually receive it the next day. Orders may take longer for regional areas.

 

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. Why? 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.

 

New Phone and Tablet Feeling

 

How does the New Phone & Tablet Feeling work? 

 

New Phone & Tablet Feeling allows you to take up a brand new mobile or tablet after twelve months into your contract. To redeem the offer you need to return your device undamaged and in good working condition, and sign up to a new eligible 24 month handset repayment plan and new eligible 24 month plan. When you reach your eligible date to redeem, you can place your order online and elect to redeem your new device through New Phone & Tablet Feeling. We’ll then send you your new device and a return satchel for your old phone.

 

Don’t worry, you’ll receive instructions with your order on what to do and next steps.

 

For more information, you can go online

 

Does this impact my pre-order?
If you’re eligible to redeem new phone feeling during the pre-order period, this won’t impact your pre-order eligibility. But if you’re not yet eligible during the pre-order period, you won’t be able to redeem your New Phone Feeling until your eligible redemption date, which is the anniversary of your first 12 months into your contract.

 

I signed up for New Phone & Tablet Feeling less than 12 months ago, can I still use this to upgrade?
You’ll need to wait until your redemption date (your 12-month anniversary) before you can redeem your New Phone & Tablet Feeling.

 

If my New Phone & Tablet Feeling eligibility date is the same as the expected delivery date for a backorder, when can I place my order?  Should I wait until my eligibility date?
You need to wait until your 12-month anniversary date before you place your order. Any order placed before 12 months will not be eligible to redeem New Phone & Tablet Feeling and early termination charges will apply.

 

How do I check my New Phone Feeling redemption date?

You can check if you’re eligible to redeem New Phone Feeling via 24x7 app or My Account

 

Where can Small Business customers redeem New Phone Feeling?

During pre-order customers are only able to redeem New Phone Feeling through their local Telstra Business Centre. Once the device launches in market, customers are able to redeem New Phone Feeling through our contact centres and stores. Customers are not able to redeem online.

 

What happens if I lose or damage my existing/original smartphone?

The smartphone you return to us needs to be undamaged and in good working order. Telstra will contact you within 14 days of receiving your phone to discuss your options if we’re unable to accept the smartphone because of damage.

You can have the damage repaired yourself and return the smartphone to us when you are ready to get a new phone. Telstra can also organise to repair your smartphone for a fee. This fee will vary depending on the make and model of your phone and degree of damage.

 

What happens if I lose or damage my existing/original smartphone?

A smartphone that is undamaged and in good working order is one that is fully functional as intended and isn’t physically damaged, except for minor scratches and other normal wear and tear, as reasonably determined by us.

 

For example, a device that:

  • Turns on and off
  • Functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended)
  • Includes a fully functioning battery
  • Is free from physical damage except normal wear and tear (for example, it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
  • Doesn’t have any missing, disassembled, customised or non-original parts
  • Has all activation and device locking features disabled (eg. Find My iPhone on iOS 7 devices)
  • Has the SIM removed and a factory reset has been performed
  • Isn’t IMEI blocked

Is there anything I need to do before I return my smartphone?

Please ensure all personal or confidential data is erased and the smartphone is reset to factory settings. If you need help completing a factory reset please select ‘Factory reset’, find your device and search for ‘restore factory default settings’. For more information on how to restore factory settings please check our mobile interactive help guides.

In addition, please ensure your SIM is removed and all device or activation locks are disabled. If you forget to wipe your data or remove your SIM, all personal data on your old smartphone will be permanently erased per industry standard processes and your SIM will be destroyed.

 

 

 

 

 

 

 

 

 

 

 

 

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Last update:
May 2017
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