Checking out is easy

  1. Shop securely online

    Shop online and once you've selected your product, you'll be taken to online checkout. We'll confirm some details from you including your name, home address, email and phone number.
  2. Have your ID ready

    Be ready to check out smoothly. To complete an online order we'll need to check a few ID details if you're new to Telstra. You'll need to:

    • Be at least 18 years old
    • Have the relevant ID, such as an Australian Drivers Licence, Australian Passport, or Blind Citizen Card
    • Provide your name, address, and date of birth

    Already a Telstra customer? Simply log in with your Telstra ID to complete your order.
  3. Your order will be processed

    The Telstra team will usually process your order within 24 hours after you buy online.

    You’ll receive an email from us when we dispatch your order from our warehouse. The email will provide you a link and reference number to track and trace your delivery.

    If your order includes hardware (e.g. a modem), you will receive an email when the dispatch has been processed. Any hardware takes from 1-10 business days to arrive, depending on where you live.

Delivery time

Once your order is processed, allow up to 3 days for metro areas, and up to 7 days for regional areas (subject to product availability).

Track your order online

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.

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).

Use the My Telstra app to track your order

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

What can you track online?

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

Create a Telstra ID

A Telstra ID is the username and password you use to access and manage your Telstra services online.

The only login you need

When you register for a Telstra ID, you’ll create a username and password that you can use to sign in to a range of Telstra apps and services.

If you’ve used the My Telstra app, or have managed your services in My Telstra, you may already have a Telstra ID. Don't worry if you've forgotten your Telstra ID, you can easily recover it.

I know my Telstra ID

Awesome! You’re ready to shop and get a quicker, smoother checkout experience.

I don't know my Telstra ID

Got a Telstra ID but forgotten what it is? Not to worry, you can recover your username and password by telling us your name and account or phone number.

I need a new Telstra ID

If you're a Telstra customer and you don't have a Telstra ID, you can easily create one.

Receiving your order

Do you need to be home when your order arrives?

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 can't be left unattended. You’ll need to be there when the courier delivers them with:

  • 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.

Visiting us in-store

At participating stores, you can secure your spot in the queue ahead of your visit. You’ll be able to view your place in the queue and view estimated wait times. We’ll send an SMS when we're ready to serve you and if you’re running late, then let us know and we’ll keep your spot in the queue. You’ll also be able to leave the queue if your plans have changed.

  1. Login to the My Telstra app using your Telstra ID
  2. Tap Get help
  3. Select Visit a store
  4. Hit Join a store’s queue
  5. Follow the prompts

Frequently asked questions