How can I check the status of my order?

You will receive regular order updates via SMS and email, plus you can track your delivery online using the options below.

1. Visit spintel.net.au

2. Click Customers then Order Tracker

3. Enter the order number and email address then click on Submit. 

Order status and what it means

Processing: This means the order has been created,but needs validation from our team.

In Progress: Order has been validated and awaiting completion.

Please check your email for a message regarding this service: Additional information is required, you can upload the file needed to support your order on the same page.

Completed: Service is ready to be used.

How will I know my order number?

Check your email for the order confirmation that we sent

When will I receive my hardware?

Once your order has been actioned, you should receive it in 2-5 business days.

What if StarTrack can’t find my tracking number?

There can sometimes be a delay between us sending our shipping confirmation emails and StarTrack updating their system. Should this occur, please try again in 2-3 hours.


If the problem persists, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

What should I do if my dispatched order doesn’t arrive?

To find out where your item is, go to the Startrack website and enter your tracking number - or click on the tracking link in the shipping confirmation email we sent you.
If you still can’t locate your item, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

Before giving us a call, make sure that:

  • A missed delivery card hasn’t been left at your premises.

  • We haven’t sent you an email or SMS about your order.

  • That's the expected timeframe for your delivery type has elapsed (refer to the section titled Delivery timeframes )

Then call us so we can find out what's happening with your order.

Who can accept the delivery?

If your delivery is for a modem or SIM only order, identification will not be required.
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.

Want to change your order?

Making changes to your order may impact delivery timeframes. Please contact us for assistance.

Changed your delivery address?

 As soon as your purchase is complete and your delivery address is verified, we begin processing and packing your order. Unfortunately, this means we’re unable to amend the delivery address once your order has been submitted.
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.

Want to cancel your order?

We begin to process your order as soon as it’s submitted, so once it’s in progress it may be too late to cancel. Please contact us for assistance.

Ready to activate your new service?

Home Phone for NBN/Broadband services are activated remotely. In most cases, all that’s required is for you to follow the instructions included with your modem / router or phone to set up and connect on your scheduled installation date. If you were sent a new or replacement SIM card, follow the steps here to find out what you need to do.

How long will it take for my order to complete?

Completion of order depends on the infrastructure to be installed at your home address or premises. To know more you may contact us for assistance.  

   
Where can I find my order?

1. Log in to Spintel My account

2. Choose Order Tracker

           

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