Samsung Delivery FAQs

Need to know when your Samsung delivery will arrive and how to track your order? Select an option below.

Online or over the phone

When will my phone arrive?

Delivery times vary, depending on the Samsung model you’ve ordered and when you placed your order. As we are expecting high levels of demand on the Samsung Galaxy S9 and S9+, you may experience a delay in receiving your order.

If you pre-order between February 27, 2018 to March 15, 2018, you could receive your device from March 12, 2018. However, if you pre-order between these dates and are placed on backorder (as indicated when you place the order), your order will be in the queue. We will not be able to provide you with an exact timeframe for delivery, but we will be in touch as your order progresses.

If you order after March 16, 2018, your order will be placed on backorder (as indicated when you place the order). This means your order is in the queue and we will not be able to provide you with an exact timeframe for delivery. We will be in contact as your order progresses.

When does my new plan start?

If you’re a new or recontracting Optus customer or an existing customer signing up to a new service, your plan and handset repayments will begin when the device is dispatched from our warehouse.

What if my device is on backorder?

This means we’re currently out of stock, but we’ll be getting more shipments. Delays are expected and we can’t give you a time frame for delivery, however, your order will be placed in a queue and we’ll send you an email once it’s processed with your order confirmation number.

Can I track my order?

If you purchased online or over the phone, you can track your order here, using the order number you received in your order confirmation email. Please note, temporary order numbers can’t be used to track orders, you will need to wait until you receive your order confirmation email.

How will I know when the phone is being delivered?

We’ll text you when the phone is on board for delivery with the driver and once it’s been delivered. The courier will only accept the signature of the Account Holder / Purchaser and will request for photo identification upon delivery. Accepted forms of ID are:

  • Australian Driver's Licence
  • Australian Passport
  • Overseas Passport (in English)

Track your order here.

What if no one is available to accept the delivery?

If no one is available to accept delivery, we’ll take it to your local Australia Post Office for collection. We’ll send you a text letting you know it’s being taken to your local Australia Post Office, and a card will be left at your address with details.

Porting your number to Optus?

For more info on Porting your number to Optus, including how to get in touch with us, click here.

Can I cancel or change my order?

If you'd like to make any changes to an order you've placed (e.g. cancelling, incorrect model selected, change of delivery address, etc.), it will depend on the situation, please get in contact with us.

Please note that any changes made may result in your device being delivered on a different day to the original confirmation date.

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In store

When will my phone arrive?

Delivery times vary, depending on the Samsung model you’ve ordered and when you placed your order. If you have ordered the Samsung Galaxy S9 or S9+ on backorder, delays are expected, and we can't give you an exact timeframe for delivery, but we will be in touch with updates.

The phone will be delivered to the store and they’ll be in contact once it arrives. Don’t forget to take valid photo ID as they’ll need to ID you to give you the new phone.

Note. Some customers will have the new device sent directly to their home when ordering in-store. The Sales person will let you know whether the new device will be sent to your home or whether you need to pick it up from the Optus store.

What if my device is on raincheck?

We’ll do all we can to have the new device in your hands ASAP. Depending on how your service is provisioned, your plan and device repayments may start immediately.

For new Optus customers / services: If you’re a new customer on a 24 month plan or signing up to a new service on a 24 month plan we will credit you a pro-rata amount for your plan and device repayments for the period of time when the phone is unavailable, once you've received the device.

For existing Optus customers: If you’re an existing customer recontracting on a 24 month plan, we will credit you a pro-rata amount for your device for the period of time when the phone is unavailable, until you've received your device.

Where you are entitled to a credit under Optus’ raincheck policy, you may receive a bill from us before the credit is applied. We will calculate and apply the credit to your account once the device is delivered.

How will I know when it’s ready to be picked up?

We will start to deliver pre-orders from March 16, 2018. Please note that if you have ordered the Samsung Galaxy S9 or S9+ on backorder, delays are expected and we can't give you an exact timeframe for delivery but we will be in touch with updates. We’ll call you to let you know when the phone arrives. You’ll then have 3 days to pick it up, after 3 days you’ll be placed back into the raincheck queue and will have to wait again. We’ll let you know if this happens.

What if I also ordered Device Protect insurance?

New Optus Insurance customer: You won't be charged with any insurance payments until you receive the new device.

Existing Optus Insurance customer: If you had insurance for your old device and you switch to Device Protect when you upgrade, your old device will be protected by Device Protect until the new device arrives. The new device will then be covered by Device Protect insurance once you’ve received it.

Can I track my order?

If you're picking up the device in-store, you’re unable to track your order. We’ll keep you up-to-date with text messages as your order progresses and the store will call you as soon as the device arrives in store.

If the device is being sent directly to your home, you can track your order here. Temporary order numbers can't be used to track orders, you'll need to wait until you receive your order confirmation email.

How will I know when my phone has arrived?

If you're picking up the device in store, you’ll receive a call from the store when the phone has arrived. Don’t forget to take valid photo ID as they’ll need to ID you to give you the new phone.

If the device is being sent directly to your home, you'll receive a text when the phone is on board for delivery and when it's been delivered. The courier will only accept the signature of the Account Holder / Purchaser and will request photo identification upon delivery. Accepted forms of ID are:

  • Australian Drivers Licence
  • Australian Passport
  • Overseas Passport (in English)

Track your order here.

What if no one is available to accept the delivery?

If the device has been sent directly to your home and no one is available to accept delivery, we’ll take it to your local Australia Post Office for collection. We’ll send you a text letting you know it’s being taken to your local Australia Post Office, and a card will be left at your address with the details.

Porting your number to Optus?

For more info on Porting your number to Optus, including how to get in touch with us, click here.

New Phone Trade Up Customers

If you have chosen to get a new handset using New Phone Trade Up during pre-order and launch, we will contact you when the new phone is available. Remember to back up your old phone (which must be in good working order) before bringing it into the store with you.

If the new device is being sent directly to your home, you will still need to return to your local Yes Optus store with your old device to complete the New Phone Trade Up.

Once in store you will be required to wipe your old phone and reset to factory setting. For more information on New Phone Trade Up, click here.

Note. Handset repayment charges may apply if the old device is not returned or is not returned in good working order within 30 days. For more information on good working order, check out this page.

Can I cancel or change my order?

If you'd like to make any changes to an order you've placed (e.g. cancelling, incorrect model selected, change of delivery address, etc.), it will depend on the situation, please get in contact with the store.

Please note that any changes made may result in your device being delivered on a different day to the original confirmation date.

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