Delivering and tracking your order
This support article will give you key information about delivering and tracking your online order.
All online orders placed with us are shipped free with express delivery across Australia. To ensure your order is delivered securely, you need to sign for it and show your photo ID.
How to track your order
You can track your order with our online tracking tool using your order reference number.
Once you’ve placed your online order, we’ll keep you informed about its status via email.
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 an order over the phone or in store, you will receive a reference number by email or SMS within 1 to 2 days. This reference number will begin with ‘3’ followed by 12 or 13 digits. For example:
- 3-000000000000 or
- 3-0000000000000
If you’re a business or corporate customer and you placed your order over the phone, your reference number should be 7-8 digits in length.
Additional information
It’s always our intention to get your new device to you as quickly as possible.
For popular devices, wait times may be longer than usual.
You can check the wait time for each device using the delivery time checker on the relevant device page. We’ll also keep you informed of the wait time via SMS or email.
If you place an order for a device that’s in stock and it’s approved before 12pm AEST on a business day, your order should be dispatched that same day. Once you receive confirmation your order is in transit, it will usually arrive the next business day.
Delivery times for devices may vary depending on your location, as well as device demand and availability.
No. To ensure your order is delivered securely, you need to sign for it and show your photo ID such as a Drivers Licence or Passport. No one else can sign for your order. The name on your photo ID must match the name on your account
If you’re unavailable to sign for your order and show your photo ID, your order will be taken to a local collection point. It’s best that you choose a delivery address where you’ll be available to sign.
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’.
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.
If you've pre-ordered a device or your device is on back-order and it hasn't left the warehouse, we may be able to update your delivery address. Give us a call on 1300 650 410.
Once you’ve placed an order, you can’t change it. That includes switching to a different colour or capacity for a device.
You can’t cancel or return an order once it’s been placed.