FAQs on Shopping

• How long will it take to receive my order?

  Immediately after you submit your online purchase, we'll begin processing your order. Provided your item is in stock, transit times are usually:

  • For metropolitan deliveries: For online orders made before 1pm (AEST) Monday to Friday, delivery is next business day in metropolitan areas of capital cities. Otherwise 2 business days.
  • For regional deliveries: 3-5 business days.
  • Postage is free within Australia. We do not sell to customers outside Australia.
• How do I track the progress of my order?

  Soon after the order is made, you will receive an email from Optus that contains information about the expected delivery time and a tracking number.
  
  When your purchase has left our warehouse and is with the courier our site will direct you to track your request via the courier's tracking system: https://optus.startrack.com.au/ using your order reference number starting with ORxxxxxx.

• Can I change the delivery address once the order has been made?

  No. Orders must be sent to the address that was given at the point of purchase.
  
  Orders which have been paid for using PayPal must be sent to the delivery address specified on your PayPal payment.

• What is Optus' Returns Policy for devices purchases outright?
  • Returns or exchanges are not accepted for changes of mind, if you don't like the product or incorrect selection.
  • If you receive your device and it doesn't work, is faulty or was damaged in transit, you will need to contact us on 1800 780 182 to discuss your options and how to return the goods.
  • Where entitled to do so, Optus reserves the right to charge for any additional costs incurred as a result of you returning the goods.
  • If the goods are returned not in the expected state (opened, used, damaged or incomplete) Optus reserves the right not to give you a refund (where it is entitled to do so).
  • You're liable for any damage to, use of, or loss of, the goods until the goods are received by Optus.
• What is the warranty of my device?
  • Products purchased outright from optus.com.au are covered by manufacture's warranties.
  • Any warranty or guarantee offered on our goods or services is in addition to your other rights and remedies as a consumer under Australian law, including those available under the Australian Consumer Law. For example, exceptions apply to cancellation fees if you terminate in accordance with our warranty or guarantee offered on our goods or services or in accordance with your statutory rights including the Australian Consumer Law.
  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
  • You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  • Customers should visit optus.com.au for more information on how to make a warranty claim, including device repairs and replacements.
• Where can my delivery be sent to?

  We deliver to business and residential addresses but not P.O Boxes or parcel lockers. As most of our deliveries contain expensive items the courier will only accept the signature of the Account Holder/Purchaser and will request photo identification upon delivery. Accepted forms of ID are:

  • Australian Driver's Licence
  • Australian Passport
  • Overseas Passport (in English)
    
    

  If you can't be there when your order is delivered, don't worry, a card will be left explaining how you can collect your package.

• How does AfterPay work?

  When you use Afterpay you will receive your product now, but payment will be automatically taken from your debit or credit card in 4 equal payments every 14 days.

  You simply need:

  • A valid debit card or credit card, recognised by Afterpay.
  • A valid and verifiable email address
  • To be over 18 years of age
  • To live in Australia
    
    

  To use the Afterpay service simply:

  • Add your items to your shopping cart, and checkout as normal. Valid for amounts up to $1500 with a debit card or credit card.
  • On the checkout page, select Afterpay as your payment method. You will then be redirected to Afterpay's website.
  • Enter your details with Afterpay, confirm your payment, and you're done.
    
    

  The payment arrangement is made with Afterpay and they will approve payments at time of order.

  • If you are a new Afterpay customer, the first payment instalment will be charged to your debit/credit card at the time of purchase, with the remaining 3 instalments charged at fortnightly intervals over 6 weeks.
  • If you are an existing Afterpay customer, your payment instalments will be spread over 8 weeks at fortnightly intervals, with the first instalment charged to your debit/credit card 14 days after the time of purchase.
  • The full payment schedule will be provided to you by Afterpay at time of purchase.
    
    

  If you fail to make a payment, Afterpay may charge you a late payment fee of $10 with a further $7 late payment fee added 7 days later if the payment is still unpaid.

  For more information about the Afterpay service and their terms and conditions, please visit the Afterpay website.

Still have questions?