Track my order and delivery information

Visit our online tracking tool and enter your order reference number:

Track my order

Note: It normally takes a couple of hours between placing an upgrade order, and the details being available through the tool. For new connections where a credit check is required, it can take longer.

What's my order reference number/tracking number?

Your reference number is given to you at the time of making your order, or shortly after. The format of it will differ depending on how you've ordered:

How did you make your order? Tracking Number style
On the internet New VFxxxxxxxxx ('VF' +9 digits)
Upgrade UPxxxxxxxxx ('UP' +9 digits)
Over the phone Personal 2-xxxxxxxxxxxx ('2-' +12 digits)
Business and corporate Seven to eight digits
In store In store 2-xxxxxxxxxxxx ('2-' +12 digits)

If you have an order number beginning with 'VHM', this is an Australia Post tracking number. You can visit to track your order with this number.

I don't have my order reference number/tracking number

Don't worry! Contact us and we'll help you find your tracking number and track your order.

Delivery timeframes

When a device is in stock, after you've received confirmation your parcel is on its way it usually takes 2-3 business days to be delivered.

Delivery will take longer when a device is on order. This often happens with the launch of a new device. You can use the postcode checker on our online store pages to check the estimated delivery time prior to purchase:

Postcode checker

When your order arrives

Someone will need to be at the address and present ID to accept delivery of your parcel.

Deliveries are made by Australia Post during business hours (Monday to Friday, 9am to 5pm).

If there's no one available to accept delivery

The parcel will be taken to your local Australia Post office for collection. A card will be left with details of the post office location and time you can collect it.

You'll need to pick up the parcel within 7 days of the attempted delivery.

More information can be found on the Australia Post website. To contact Australia Post, call them on 13 76 78.

If your delivery isn't successful

Your parcel will be returned to our warehouse if:

  • You don't pick it up from the post office within 7 days
  • Your address can't be found

If this happens, our online tracking tool will show the status 'return to sender'.

When we receive the parcel back at our warehouse, we'll contact you to arrange re-delivery. This can take up to 21 days from the date the parcel was initially sent.

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