Check out the below pages for detailed steps on how to track your order.

Have you missed your delivery? Head here for help.

If you've placed an order for a device we're currently waiting on stock, such as backorder or raincheck, we will provide you with regular updates as your order progresses.

A temporary order number means we have received your order, but it is still being processed (e.g. OP1234567890123).

Once your order has been processed and accepted, we will send you an email with a new order number (e.g. 12345678A).

Processing times typically take 2 days, however in times of high demand processing times can be extended. If this affects your order, we will be in touch.

As soon as your purchase is complete and your delivery address or nominated store for collection 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.

• Home deliveries: If you can't be home when your order is delivered, don't worry, a card will be left explaining how you can collect your package
• Store pick ups: If you're no longer able to pick up your order in store, get in touch to discuss your options
  
  

We begin to process your order as soon as it's submitted, so once it's in progress it may be too late to change or cancel your order. Please contact us as soon as possible so we can discuss your options.

Returns are only accepted if there is a problem with the product or if there has been an ordering error. You have a 14-day window from the date of delivery to initiate a return, provided it aligns with Optus' Returns Policy. Please note that returns are not accepted if you change your mind.

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.

The Optus Returns Policy does not apply to any exchange or returns in relation to the consumer guarantees under the Australian Consumer Law. Read more here.

As most of our deliveries contain expensive items, the courier (home deliveries) or Optus staff (store pick-ups) 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)
• State / Territory-based Proof of Age card
  
  

If your delivery is for a modem, Fetch set top box, or SIM only order, 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.

Nominate alternate signatory

Please let us know at the time of making your order whether you'd like to nominate someone else from your household to sign for and accept the delivery on your behalf.

Note. An alternate signatory isn't available for outright device purchases.

When accepting the delivery (in-store or at the delivery address), the nominated person must show ID matching the information provided when you placed the order.

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.

• Metropolitan deliveries: If you make an online order before 12pm (AEST) Monday – Friday, your delivery will arrive in 1-5 days
• 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. Read more about backorder and raincheck here.

Optus store collections

If you've nominated to collect your order from an Optus store, it'll be couriered direct from our warehouse to store once processed.

You'll be notified when your item has been shipped and again when it's ready for collection. Timings will depend on several factors, but generally:

• Metro stores: Orders will arrive next business day if placed before 11am. 1-2 business days if order placed after 11am
• Regional stores: Orders will arrive instore with 2-3 business days
  
  

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.

nbn® Self-Install Kits & Modem replacements

• nbn self-install kits are delivered 3-5 business days prior to your scheduled installation / activation date
• If you’ve ordered a replacement modem, it should take no longer than 5 business days for it to arrive
  
  

Fetch Set Top Box deliveries

If you’re waiting on a Fetch delivery, see How to track your Fetch order 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.

Before contacting us, 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 message us or call 133 937 so we can find out what's happening with your request.

If you purchased an accessory with Optus after 3 March 2025, please refer to the rest of this page for how to contact Optus.

If you purchased an accessory online with Optus before 3 March 2025, we sold our accessories online via our partner Likewize. Please refer to the Likewize team for all support enquiries for these orders. Get in touch on 1300 773 777 or optus.accessories@likewize.com.

Before attending the store, make sure that:

1. You have valid photo ID:
   • Australian Driver's License
   • Australian Passport
   • Overseas Passport (in English)
   • State / Territory based Proof of Age card
2. The person collecting the device is the account holder and their identification matches the account
3. You have received a notification that your device is ready for collection from your nominated store