Delivery and tracking

This support article will give you key information about tracking your order and finding your order reference number.

How to track your order.

You can track your order with our online tracking tool using your order reference number.

How to find your order reference number.

Your reference number will be sent to you soon after placing your order. It will differ depending on how you placed your order.

If you placed your order online, your reference number will appear in your order confirmation email and begin with ‘VF’ or ‘UP’, followed by 9 digits. For example:

  • VF000000000
  • UP000000000

If you placed your order over the phone or in store, you will receive your reference number by email or SMS notification within 1-2 days and will begin with ‘2-’ followed by 12 digits. For example:

  • 2-000000000000

If you’re a business or corporate customer and you placed your order over the phone, your reference number and be 7-8 digits in length.

If you can’t find your order reference number, call 1300 650 410 and we can help you out.

How long will delivery take?

Delivery times for devices will vary depending on your location, as well as product demand and availability.

If a device is in stock, once you receive confirmation your parcel is in transit it will usually take 2-3 business days to be delivered. 

What happens if I’m not available to accept delivery of my order?

If there’s nobody at the delivery address to accept your order, the parcel will be taken to your local Australia Post office for collection. You'll need to pick up the parcel within 7 days of delivery, after which time it will be returned to our warehouse. If this happens, our online tracking tool will show the status ‘return to sender’.

What happens if the delivery is unsuccessful?

If delivery of your order is unsuccessful and we receive the parcel back at our warehouse, we'll contact you to rearrange delivery. This can take up to 21 days from the date the parcel was initially sent.

 

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