If you've received a confirmation order number ending with 'A' (e.g. 12345678A), follow the steps below in your My Optus app.

1. Open the app
2. Tap Account
   
3. Tap Track My Order
   
4. Select Mobiles and more
   
5. Enter your order number and tap Track My Order
6. Tap on Delivery
7. All order status updates and notifications (if available) for your order number will be visible
   
   Example of an in-progress notification:
   "Your order's in progress. We'll notify you as soon as it leaves our warehouse."

Note. My Optus app can't be used to track an online order for an outright device.

Sometimes, due to high demand, we'll acknowledge your order and provide a temporary order number to your email address, informing you that we're working on it.

These order numbers begin with 'T' (e.g. T1234567890123).

If we need any further info, we'll contact you within 7 business days. Expect a call from a Sydney number beginning with (02) 804X XXXX. If you provided an ID in your order application, please keep a copy handy, as this may be required to process your order.

It may take up to 7 business days for your order to be processed and a final order confirmation number issued. Once you receive this number, you can track it via My Optus app.

If you have received a missed call or cannot speak to us, then you can message us or call 1300 929 949, quoting your temporary number, so that we can find out the status of your request.

Sometimes, due to high demand, stock runs out. In this case, your order might be placed on backorder or raincheck.

Backorder / Raincheck: We're currently waiting for more stock to arrive. We can place your order, and you'll be added to the queue. We can't give you a time for delivery yet, but we'll keep you updated.

Note: During new flagship device releases, we anticipate a high number of orders, which, unfortunately, could mean that yours is on backorder of the launch while we await more stock.

What happens next? We'll update you periodically (via My Optus app / My Account / SMS / email) regarding your order, so you can rest assured that your phone is in the queue and will arrive as soon as we receive more stock.

Once the stock has arrived, we'll let you know when your device is packed and ready to leave our warehouse.

For more details, see Backorder, raincheck and stock availability.

The easiest and quickest way to track is via the My Optus app, even if you are new to Optus and have not used the app before.

1. Download the My Optus app from your app store
2. Open the app
3. Tap New to Optus?
4. Select Track order

You can also use Optus My Account (online). When you sign up with Optus, you should receive a welcome email with a link to register for My Account. Otherwise, you can follow the steps in this article - How to register for My Account & My Optus app.

Note: If you have received a temporary order (starting with a 'T'), follow the steps in the above section titled - I have a temporary order (starting with 'T') - what happens next?

If you've received an email / SMS confirming your order has left our warehouse, you can track the delivery as below:

Mobile or Connected products

1. Click the link - optus.com.au/track my order
2. On the StarTrack page, enter your order number that ends with 'A' (e.g. 12345678A)
3. Click Submit

Fixed, NBN, 5G or Fetch

1. Click the link in your email/sms to open the AusPost tracking portal
2. Updates on your delivery will be here

It's not advisable to cancel your order (especially pre-orders), as re-ordering again will place you back in the queue.

Once the stock is available, it is assigned to backorders on priority before new orders. So you may end up waiting longer for your device.

Before you cancel your backorder:

1. Check if your Optus store has a device ready to be handed over to you in person before cancelling your online backorder
2. Your backorder may not get cancelled immediately, and your number may be unavailable for a new order to be processed immediately (store or online)

Note. You are not charged for the device until it's assigned to your order. If the backorder is cancelled completely, there's no device charge on your account.

Contact us for any clarifications regarding your backorder.

For all the tracking options, see Buy an outright device through Optus → Order delivery and tracking

If you've selected to pick up your order in-store, you can track your order online or in the My Optus app.

• We'll let you know when it's ready to be picked up
• Items will be held in-store for 14 days. If your order isn't collected within the time frame, it'll be returned to the Optus warehouse and cancelled
• You'll need a valid Australian Driver's Licence, Australian Passport, Overseas Passport (in English) or State / Territory- based Proof of Age card to collect your order

You'll receive a text message when your delivery is on its way.

Note. For device deliveries, you must show the courier a valid Australian Drivers Licence, Australian Passport, Overseas Passport (in English) or State / Territory-based Proof of Age card upon delivery.

SIM-only deliveries may be left in the letterbox if you are away.

Have you missed your delivery? Check out what happens next here.