What happens to your delivery depends on the item being delivered and the delivery type.

Mobile phones, Mobile Broadband devices, 5G modems

• These items require the account holder to present photo ID and sign for delivery
• If you're not home, a card will be left to collect the parcel from an Australia Post Office
  
  

nbn modems, Fetch set-top boxes, SIM cards

• These items don't need to be signed for
• If you're not home, they'll be left in a safe place at your delivery address (unless bundled with an item that requires a signature)
• If the driver can't access the building (e.g. apartment complex) or there's no safe place, a card will be left to collect the parcel from an Australia Post Office
  
  

Note: Your delivery address can't be amended after your order is placed.

Mobile phones, Mobile Broadband devices, 5G modems

• The account holder (the person whose name is on the account) or alternate signatory (designated when the order was placed) can sign for mobile phones, Mobile Broadband devices and 5G modem deliveries
• Note. An alternate signatory is not available with the delivery of an outright device purchase
  
  

nbn modems, Fetch set-top boxes, SIM cards

• These items don't need to be signed for
  
  

If you miss your delivery, a card will be left at the delivery address explaining which Australia Post Office you can pick up your delivery from.

Note. You have 10 business days to collect your delivery from Australia Post before the item is returned to Optus.

What you need:

• Your delivery must be collected from the Post Office by the account holder (the person whose name is on the account)
• You'll need to present ID that matches the name on the delivery
• Australia Post accepts the following forms of ID:
  - Australian Driver's Licence
  - Australian Passport
  - Drivers Learners Permit
  - Keypass (Australia Post issued ID card)
  - Proof of age card
  - Foreign Passport (in English)
  - Shooters Licence
  - Statutory Declaration (legal document providing declaration of an individual's identity signed off by Justice of the Peace)
• If you're using your Passport (Australian or foreign), you'll also need to provide one of the below to validate your address:
  - Bank Statement
  - Rate Notice
  - Utility bill
  
  

No. The account holder (the person whose name is on the account) must collect the delivery from the Post Office.

Secure collect is sometimes used for new Optus accounts.

It means your item has been taken straight to the Post Office.

You'll be sent a letter advising where to collect your package.

Important: Your delivery must be collected by the account holder. You'll need to present both the letter authorising you to pick up the device as well as 100 points of ID that matches the name on the delivery.

Need more help? Check out our other support articles:

• Learn how to track your delivery here
• Check out our delivery timeframes here
• Find out how to make changes to your order here
• Find information on changing your delivery address here