2. Broadband equipment delivery
3. Public holiday shipping
4. Delivery tracking
- Self Install Kits (SIKs)
- replacement STBs (DIYs)
- remote controls
- Some TV cables
- WiFi extenders
- dish kits.
Delivery information
All TV equipment is sent to customers via Australia Post. If a customer wants to track their delivery, see Delivery tracking.
Most TV equipment will be sent using standard post. iQ5, iQ4 and iQ3 warranty remotes will be sent using express post.
It is important to verify the address with the customer before placing an order.
1.2 TV equipment delivery timeframes
When creating an order containing a SIK or DIY, CORE will display an estimated delivery date when available. If an estimated delivery date is not available, CORE will display a date range instead.
1 - 5 business days for metro areas
3 - 10 business days for regional areas (excluding remote areas).
| Location | Delivery timeframe |
|---|---|
|
up to 3 business days |
|
up to 5 business days |
|
up to 10 business days |
Note: Delivery timeframes are a guide only. Remote locations (islands or isolated remote stations) may experience longer delivery times.
To find out how public holidays impact delivery timeframes, see Public holiday shipping.
Top
2. Broadband equipment delivery
- first Foxtel WiFi Modem (Hub 3)
- replacement modem (Hub 3)
Note: Foxtel no longer supplies older modems.
Delivery information
All broadband equipment is sent to customers via Australia Post. If a customer wants to track their delivery, see Delivery tracking.
2.2 Broadband equipment delivery timeframes
The deliver timeframes differ between the first Foxtel WiFi Modem and replacement modems.
| First Foxtel WiFi Modem | Delivery timeframe |
|---|---|
| East Coast metro - Queensland, New South Wales and Victoria | 1-5 business days (standard post) |
| Queensland, Western Australia and Northern Territory regional | 3-10 business days (standard post) |
| Everywhere else | 1-5 business days (standard post) |
| Replacement modem | Delivery timeframe |
|---|---|
| East Coast metro - Queensland, New South Wales and Victoria | 1-2 business days (express post) |
| Victoria regional | 1-2 business days (express post) |
| Western Australia regional | 2-10 business days (express post) |
| Everywhere else | 1-5 business days (express post) |
Note: Delivery timeframes are a guide only. Remote locations (islands or isolated remote stations) may experience longer delivery times.
To find out how public holidays impact delivery timeframes, see Public holiday shipping.
Top
3. Public holiday shipping
The timeframes provided in this overview are based on business days - this does not include weekends or public holidays. If equipment is ordered on a public holiday or weekend, it will be processed the next business day. Deliveries scheduled on or over public holidays will be delayed and normal delivery schedules will resume on the following day.
Our warehouses and delivery companies are closed on public holidays, which may impact the deliveries of:
- SIKs/DIYs
- Foxtel Now Boxes (ordered via Kogan)
- remote controls
- Foxtel WiFi Modems and extenders
- TV cables and accessories.
If a public holiday is a state holiday (e.g. Melbourne Cup day is a public holiday in Victoria, but not the other states in Australia), then deliveries will not be made on the day of the public holiday in that state. If a public holiday is a national holiday (where all states observe the public holiday, e.g. Good Friday), then no deliveries will be made Australia-wide on these days.
Top
4. Delivery tracking
All TV equipment is sent to customers via Australia Post. A delivery SMS is sent to the customer confirming when the equipment has been dispatched and containing a tracking number.
Customers who don't have a mobile number can contact us for the tracking information, as this will be available in the notes in CORE once the order has been shipped.
The customer can track the progress of their delivery via https://auspost.com.au/.
Delivery issues
If a customer has not received their equipment within the expected delivery timeframes, see Procedure - track TV equipment delivery.
4.2 Broadband equipment
Foxtel WiFi Modems are sent to customers via Australia Post. A delivery SMS is sent to the customer confirming when the modem has been dispatched and containing a tracking number.
Customers who don't have a mobile number can contact us for the tracking information, as this will be available in the notes in CORE once the order has been shipped.
The customer can track the progress of their delivery via https://auspost.com.au/.
For more information, see Procedure - track a Foxtel WiFi Modem. Note: If a customer also has a home phone with Foxtel, they will receive a separate email and SMS to let them know when the home phone is ready to use. Foxtel do not supply home phone equipment.
Delivery issues
If broadband equipment has not been received by a customer, see Procedure - submit an e-form request.
4.3 Tracking notifications
Tracking notifications will be sent to customers directly via Australia Post. The notifications will differ depending on what contact details the customer has on their account.
Mobile number only
If the customer only has a mobile number listed on their account, they will receive the following tracking notifications:
- your delivery is coming tomorrow SMS (the day before the parcel is expected to arrive)
- your delivery is coming today SMS (on the morning of the delivery)
- ready to collect SMS (if the customer is not home for the delivery and the parcel is sent to their local Post Office).
Email address only
If the customer only has their email address listed on their account, they will receive the following tracking notifications:
- your delivery is coming email (when the parcel is first scanned by Australia Post)
- your delivery is coming tomorrow email (the day before the parcel is expected to arrive)
- your delivery is coming today email (on the morning of the delivery)
- ready to collect email (if the customer is not home for the delivery and the parcel is sent to their local Post Office)
- delivered email (once the parcel has been delivered).
Mobile number and email address
If the customer has their mobile number and email address listed on their account, they will receive the following tracking notifications:
- your delivery is coming email (when the parcel is first scanned by Australia Post)
- your delivery is coming tomorrow SMS (the day before the parcel is expected to arrive)
- your delivery is coming today SMS (on the morning of the delivery)
- ready to collect SMS and awaiting collection email (if the customer is not home for the delivery and the parcel is sent to their local Post Office)
- delivered email (once the parcel has been delivered).
5. Incorrect Address on SIK/DIY Orders
If a Self-Install Kit (SIK) box has been ordered to the wrong address, agents must follow the below process to resolve.
Scenario 1 - Order not yet dispatched
If the order has only recently been placed, you must:
- Check Open Orders in CORE.
- Review the SIK Details section.
- If the fields are blank (Tracking No., STU Serial No., Smartcard No.), this means the order has not been dispatched.
- Then cancel the order and re-raise to the correct address.
Scenario 2 - Order dispatched
If the SIK/DIY has already been dispatched:
- Advise the customer to log into the Australia Post ‘MyPost’ app.
- The customer can redirect their parcel to the correct address directly through the app.
Scenario 3 - Customer unable to use MyPost app
If the customer is elderly or vulnerable and cannot use the ‘MyPost’ app, and the box has already been dispatched:
- You must re-raise the order to the correct address.
- You must leave the following note on the account exactly as written: Return to Sender - Wrong Address
⚠️ Important: This note will be picked up by the Supply Chain team to recover the equipment and must only be used as a last resort.
Top
6. FAQs How is equipment delivered?
All equipment (TV and broadband) is delivered via Australia Post.
When is the equipment dispatched from the warehouse?
If an order is placed before midday (Monday-Friday), it will be dispatched on the same day. If an order is placed after midday or a weekend or public holiday, it will be dispatched the next business day.
How can customers track a delivery?
Customers can use the tracking number they are provided (via SMS) to track their equipment directly with Australia post: https://auspost.com.au/.
What time is the equipment delivered on the day?
Typically between 8.00am-6.00pm.
What's included in a SIK?
Along with your box, you'll also receive a new remote and a power supply unit. For a look into what the customer will see when they get their box, click here.
What if a customer misses the delivery of their equipment?
As part of Australia Post's move towards a more sustainable business, they are going digital with their parcel collection notifications for customers with a MyPost account.
MyPost registered receivers will get a digital collection notification by email, SMS or the AusPost app if we’ve attempted delivery, but no one was home. We’ll no longer leave them a ‘sorry we missed you’ card (unless we’re unable to match the parcel to their MyPost Account).
What is an Safe Drop, also known as Authority To Leave (ATL)?
Australia Post provides a service called Safe Drop, which allows the parcel to be delivered in a safe location when no one is home. The Australia Post courier will determine if there is a safe place to leave the parcel and take a photo. Foxtel has enabled this service for deliveries. Customers can set their preferences to take advantage of this service for all deliveries. A customer can opt-in for individual parcels by responding to SMS or email sent to them by Australia Post or using the Australia Post app.
For more information on Safe Drop, see https://auspost.com.au/mypost/how-to/deliveries.html?about=safe-drop.
Top