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 completed 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 to track the progress of your order

Mobile Phone & Mobile Broadband deliveries

These orders can be tracked here. When your purchase has left our warehouse and is with the courier - our site will direct you to track your request via the courier's tracking system.

Home Phone, Broadband & Yes TV by Fetch deliveries

Optus NBN

Home Phone, Broadband & Yes TV by Fetch bundle customers can stay up to date by entering their order number at optus.com.au/trackmyorder. You can see everything from the current status of your order, to your installation dates, the modem delivery details as well as real-time updates as your services are setup. For more information click here.

ADSL2+

ADSL2+ Phone and Broadband self-install kit and Yes TV by Fetch set top box deliveries can only be tracked when the order has been dispatched from our warehouse. We'll notify you via email when this has occurred and provide you with a unique tracking link. 

Optus Cable

We'll send you a text message confirming your scheduled installation date. Your technician will bring the equipment with them, unless you've relocated in which case you should take your existing equipment with you.

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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. Provided your item is in stock, transit times are usually:

For metropolitan deliveries
  • For mobile orders made online before 1pm (AEST) Monday to Friday, delivery is next business day in metropolitan areas of capital cities. Otherwise 2 business days
For regional deliveries
  • 3-5 business days

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

Yes TV by Fetch set top box / power adaptor deliveries

If you're waiting on a Yes TV by 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, 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 on 1300 300 562. A representative will then discuss your options and explain how to return the goods
  • 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

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

Before giving us a call, make sure that;

Then call us on 1300 300 562 so we can find out what's happening with your request.

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

Call us on 1300 300 562 so we can help you out.

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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 in these articles to find out what you need to do.

Click for help with:

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