Track my order

Waiting on a new order or moving home? Use the Telstra order tracker to see the progress of your orders and deliveries. You’ll also receive SMS or email notifications on your order status and estimated delivery times.

 

How to use the order tracker

As well as being able to check the status of your Telstra order, and keep an eye on your delivery, you can also check and change your installation appointment(s). 

If you have a Telstra ID, sign in to My Telstra app or My Telstra in a browser to view the status of your order.

Track my Telstra order

More about tracking your Telstra order

  • You can find your order number on your confirmation email, SMS or in the My Telstra app.

    Once your order is in our system, we'll send an email with your Telstra order number. Use it to track your delivery.

    Good to know: For some orders placed online that include purchasing a new phone (excluding Telstra Plus orders), the initial order number you receive can’t be tracked online.

    You can also track your order through My Telstra app or My Telstra in a browser.

    Good to know:

    • It can take up to 24 hours for Pre-Paid services using an existing number to appear in our system
    • It can take up to a week for your nbn order to appear in our system

  • If you’re waiting for equipment, there’s a link in the Telstra order tracker that provides a direct link to our delivery partner’s website where you can track your parcel. 

  • Telstra Plus orders can't be tracked online. Please contact us if you have any questions about your order.

  • Some items can be left at your premises when you’re not there, if the courier considers it safe to do so. However, items such as mobile handsets, SIM cards and tablets cannot. You’ll need to be there when the courier delivers them and provide:

    • A valid form of photo ID.  For security purposes, please show the same identification used when you placed your order online with us (e.g. Australian driver’s licence, passport)
    • Your signature
    • If you can’t be at home, your parcel will be sent to the post office. Please present your photo ID when you collect it

  • Use the Telstra order tracker to manage your appointments. View our handy guides to find out more about scheduled appointments:

  • As your order progresses, you may see different statuses:

    On hold

    Something has held up your order and we need to speak with you to progress it
    In progress Your order is being processed, there may be equipment or appointments you need to be aware of
    Cancelled Your order was cancelled
    Completed Your order has been completed
    Pre-order Your order is for a new product that hasn’t been released to market. Once the product is available, we’ll update your order and notify you
    Back order

    Back order means the product is currently not in stock, but should be soon. You can still order it, but your delivery will be delayed until the stock arrives.

    If you place your order for an item that's on back order, you’re automatically go on a waiting list for that device, so you get peace of mind that you’ll receive the item you want.

    As soon as your device is back in stock, we’ll complete your order and dispatch it to you. You'll receive a notification when your device is ready for delivery.

    If you'd rather not wait, you can:

    • Choose another colour, size, or device that’s in stock
    • Check if they have the item you want in stock at your nearest Telstra store

  • You can track current and past orders for:

    • Internet including nbn, ADSL, cable and Velocity
    • Home phones and bundles
    • Month-to-month mobile and mobile broadband, including the delivery of equipment, plan changes and SIM replacement
    • Pre-Paid mobile and mobile broadband equipment

  • If you change the plan you ordered, this may delay any scheduled installation appointments and equipment deliveries. It’s best to wait until you are connected to request a change of plan. 

  • Contact us to find out if you can cancel your Telstra order.

  • Yes, but once your item has been dispatched, early termination charges may apply if you cancel your order. 

  • If there’s a problem with the item you received, for example, if it appears to have a fault, is dead on arrival or is a different colour, model or storage size from what you ordered, contact us now.

    In this case, please leave your item in its original packaging and as untouched as possible.

    If you need to make a claim under your device’s warranty, you can find out more about your rights when it comes to faulty products.

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