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iPhone Pre-Order FAQs

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


Does pre-ordering guarantee me a device?
When you place a pre-order online this guarantees you a device. Please remember this is an official order. You will receive your device as stock is available.


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 may incur Early Termination Charges (ETCs) if you terminate your existing contract before the contract end date. You can check your outstanding ETCs online by logging into My Telstra with your Telstra ID.


Which iPhone products will be available for pre-order?

iPhone 12 Mini and iPhone 12 Pro Max are available now:

Buy iPhone 12 Mini >

Buy iPhone 12 Pro Max >


iPhone 12 and iPhone 12 Pro are available now:

Buy iPhone 12 Pro >

Buy iPhone 12 >


What’s in the box?
In an effort to reduce electronic waste, Apple have removed the headphones and Power Adaptor from the box. Leading to a large reduction in emissions. The box will contain a Lightning to USB-C charging cable.


Does 5G work with Dual SIM?

When using two lines in Dual SIM mode, 5G data isn’t supported on either line and will fall back to 4G LTE. If customers are using eSIM only and are on a 5G-supported carrier and service plan, they’ll have 5G access.

How do I enable 5G on the device with Dual SIM?


  • 5G will not be available when the device has Dual SIM enabled.

  • To access 5G, the secondary mobile service will need to be disabled, leaving the 5G-capable mobile service the only service turned on.

  • To temporarily disable your secondary mobile service:
    • Go to 'Settings' > 'Mobile'
    • Tap your physical SIM or eSIM service under 'Mobile Plans', depending on which you want to temporarily disable
    • Tap the toggle to off on 'Turn on this line' on the subsequent menu.



What if I have New Phone Feeling?

I have a personal device on a plan

If you’re eligible 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. Find out more about New Phone Feeling.


Not sure if you’re eligible to redeem? You can check online now via

My Telstra or the My Telstra app.


I have a business device on a plan

If you’re eligible to redeem your New Phone Feeling, you can place your pre-order at your local Telstra Business Technology 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.


Update: New Phone and Tablet Feeling is not available to new customers that take up any mobile or tablet plans on and from 14 January 2020.
If you took up this extra before 14 January 2020, you can continue to redeem it as per the existing terms for these services. You can check to see if you have this extra via My Telstra in app or in a browser.


I’m on a Mobile Swap or Mobile Lease plan, what do I need to do?

If you’re on a Swap plan or a Lease plan and you upgrade to the new iPhone, you will need to return your leased device to avoid non return fees. Once your new iPhone is shipped to you, you will receive an Australia Post digital barcode via email and a copy of the tracking code from Telstra. You can then lodge your device for return at any Australia Post outlet. Find out more about getting your device ready for return.

You can check to see if you’re on a Swap or Lease plan via My Telstra in app or in a browser.



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. 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. Please note, this may not be on the day of launch.


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. To determine if your order details can be changed, please message us via the My Telstra app.


How can I cancel my pre-order?
As long as your order has not yet been picked & packed and/or dispatched to you, you may cancel your order. To determine if your order can be cancelled, please message us via the My Telstra app.


How can l tell if my order has been dispatched?
To check the status of your pre-order and determine if it has been picked & packed and/or dispatched, enter your order confirmation number (begins with SBS or SR), into our Online Order Tracker.

If the status of your order appears as per below, your order has been dispatched and early termination charges will apply if it is cancelled:

Status: Dispatched

Your order has been dispatched and is on its way. You would have received an email with your StarTrack tracking instructions to your nominated email address.


You can keep track of your order online here.

You can also track your order anytime using the My Telstra app.


Check out our article - The easiest way to track your Telstra order.



For more information about our order process, check out the below links:

Expression of Interest FAQ

Order and Backorder FAQ 

Device Delivery FAQ

New Phone Feeling FAQ


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