Orders, Deliveries & Returns

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

Please note, there are no delivery fees charged for online orders delivered within Australia except for powerline adaptors that are ordered separately from Fetch.

If you have missed your delivery, click here.

Change your delivery address

As soon as your purchase is complete and your delivery address is 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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Track your 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 deliveries

  • Click here to see delivery information for a Fetch package

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Delivery time frames

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
For regional deliveries
  • Delivery timings should be around 3 – 5 business days in most regional areas

Delivery time frames dependent on stock availability, and may be 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 / 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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Who can accept your 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 your delivery is via Toll courier, photo identification will not be required.

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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Cancel / Return your order

We begin to process your order as soon as it’s submitted, so once it’s in progress 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 your order / delivery?

Call us - so we can help you out.

Call us on 1300 300 562

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What to do if your 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 time frame for your delivery type has elapsed (refer to section titled Delivery time frames)

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

Call us on 1300 300 562

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Activate your 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 set up 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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