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 adapters that are ordered separately from Fetch.

If you have missed your delivery, click here.

Track your order

We’ll send you delivery updates via text / email, plus you can track your delivery online using the options below.

Mobile phones, tablets & modems

Track your delivery at optus.com.au/welcome.

NBN & Optus DSL Direct connections

Enter the order reference from your confirmation text / email into either:

Download My Optus app to get the latest updates on your order. 

Note. My Optus app and the online tracker are not available for nbnTM Fibre to the Curb (FTTC) connections.

Fetch TV deliveries

View Fetch box delivery and tracking information.

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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 Driver's 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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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 are 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 Adapter deliveries

If you’re waiting on a Fetch delivery, see Fetch: Delivery Times, Tracking & Fees for expected time frames.

As soon as your order leaves our warehouse we’ll send a text / email  to let you know it’s with the courier. This text / email will contain a unique tracking link for you to monitor the progress. You can also check estimated transit days via the Toll website.

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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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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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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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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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