Orders, Deliveries & Returns

Need to know when your delivery will arrive? How we keep you informed? All the answers are right here.

Missed your delivery? Click here.

Is there a delivery fee?

There are no delivery fees for modems and online orders delivered within Australia, except for Naked Broadband plans.

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Can I change my delivery address?

As soon as your purchase is complete and your delivery address verified we begin processing and packing your purchase. Unfortunately this means we’re unable to amend the delivery address once your order has been submitted.

If you can't be there when your order is delivered, don't worry, a card will be left explaining how you can collect your package.

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How do I track the progress of my order?

You can track your delivery online, check out the details below for more info.

Mobile phone/modem/tablet deliveries

  • Click here to track your Mobile Phone, Mobile Broadband or Home Wireless Broadband order.

NBN/DSL Broadband or Phone deliveries

  • Click here to track your NBN or DSL Broadband order. You will be directed to either My Optus app or the online tracker depending on the device you are using. 
    Important: The tracking information in the online tracker is delayed compared to My Optus app
  • Click here to track your Home Phone order

Fetch TV deliveries

  • Click here to see delivery information for a Fetch package

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When will I receive my online order?

Mobile Phone, Tablet & Mobile Broadband deliveries

Immediately after you submit your online purchase, we’ll begin processing your order. Your delivery timings will be dependent on several factors, such as stock availability and delivery location. You will receive an email or text from Optus to confirm delivery timings for your order.

For metropolitan deliveries
  • If you make an online order before 12pm (AEST) Monday-Friday, you will be eligible for next day delivery in metropolitan areas of capital cities
For regional deliveries
  • Delivery timings should be around 3-5 business days in most regional areas

The above timings for delivery is dependent on stock availability, and maybe longer during new Mobile Phone releases and special promotions.

NBN & DSL self install kits & modem replacements

  • NBN self install kits are delivered 3-5 business days prior to your scheduled installation / activation date
  • DSL self install kits are delivered within 1 day of your scheduled installation / activation date
  • If you've ordered a replacement modem / router, it should take no longer than 5 business days for it to arrive

Fetch set top box / power adaptor deliveries

If you're waiting on a Fetch delivery, see this article about expected time-frames.

As soon as your order leaves our warehouse we'll send you an email or SMS to let you know it's with the courier. This email / SMS will contain a unique tracking link for you to monitor the progress. You can also check the estimated transit days to your delivery address here.

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Can someone else accept my delivery?

As most of our deliveries contain expensive items 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 License
  • Australian Passport
  • Overseas Passport (in English)

If you can't be there when your order is delivered, don't worry, a card will be left explaining how you can collect your package.

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Can I cancel or return my order / delivery?

We begin processing your order as soon as it is submitted, so once your order progresses it may be too late to cancel. However once you’ve received your package, you can return your purchase within 14 days, provided your return is in accordance with Optus’ Returns Policy.

Optus Returns Policy

  • Should you need to return any accessories, equipment, SIM card and/or handset (where applicable) to Optus, please call us. A representative will then discuss your options and explain how to return the goods

    Call us on 1300 300 562

  • Where entitled to do so, Optus reserves the right to charge for any additional costs incurred as a result of you returning the goods
  • If the goods are returned opened, used, damaged or incomplete, where entitled to do so, Optus may charge you by debiting your previously nominated credit card or Optus account
  • You're liable for any damage to, use of, or loss of, the goods until the goods are received by Optus

What if there an error or problem with my order / delivery?

Call us - so we can help you out.

Call us on 1300 300 562

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Who do I call if my delivery hasn't arrived?

Before giving us a call, make sure that;

  • A missed delivery card hasn't been left for you
  • We haven't sent you an email or SMS about your order
  • That the expected timeframe for your delivery type has elapsed (refer to section titled When will I receive my online order)

Then call us so we can find out what's happening with your request.

Call us on 1300 300 562

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Do I need to activate my new service?

Fixed Phone/Fixed Broadband Devices

Fixed Phone / Broadband services are activated remotely, in most cases all that's required is for you to follow the instructions included with your modem / router or phone to setup and connect on your scheduled installation date.

Mobile Phone/Mobile Broadband Devices

If you're using the same SIM card (one that's already active) then you just need to pop it into your new device. If you were sent a new or replacement SIM card, follow the steps here to find out what you need to do.

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