Order Tracker - Check On The Status Of Your Order

[dru]

You've ordered your new device from TELUS and are eagerly awaiting delivery. Excited, you obsessively look out your window for the courier. We’ve all been there; the pre-delivery angst is real.

Stress less! Track your package every step of the way from the moment you've place your order to final delivery with our easy-to-use Order Status tracker.

Simply enter your order number and the tracker will provide you with the most up-to-date status of your order.

Typical steps of an order

Order processed We've received your order and it is being processed. Typical timeline is 3-5 business days, though it can be longer for popular or limited stock devices. You'll receive the tracking number via email once approved and shipped. If further information is needed, we'll email you.	Order approved Good news! Your order has been processed and is ready for shipment. Keep an eye on your Inbox as the tracking number will be sent to the email address you provided us during renewal or activation.
Order shipped The moment you have been waiting for. Your order has shipped and the courier name and tracking number will be emailed to you. Shipping time can typically vary between 2-5 business days.	More information is needed to process your order Uh oh, something went wrong. Reach out to the web store by email at telusorders@telus.com at your soonest convenience. More information should have been sent to you by email.
Order cancelled Your order may have been cancelled for a number or reasons. A refund will be issued within 3-5 business days.	No order number found Please check your order number and try again.

Still have questions about your online order? Give our National Web Store a call: 1-866-488-2709.

[Courtney92]

What should i do if I've waited more than the 3-5 business days to recieve any sort of tracking number? I've checked the status every day since it got approved, which was 10 days ago, and still haven't recieved anything. 

[NFtoBC]

What happens when you put your order number into the tracking system linked above?

[Tmh177]

I am starting to think this is a scam by Telus in my opinion. You call, you email, you leave messages and no reply. Plus when you call longs waits. I have had to hang up after 3 hours, draw your own conclusions this is just my opinion. If not scam then terrible customer service.

[Nicole-Natassha]

Hi @Tmh177,

How long ago did you place your order? Do you have your order number? Was your order placed on www.telus.com?

[Jene]

I was given an order number via e-mail but when I enter it in the order tracker, it says the order does not exist.  I have e-mailed Telus orders twice with no response and I attempted to call.  The only options when I called are to e-mail (!) or leave a message.  However, when I tried to leave a message it said the voicemail box was unavailable.

My experience with Telus up until now has been fantastic (I'm currently a mobility customer) but this is completely ridiculous.  I shouldn't have to try to get help about an order from an online forum because I can't get help from Telus.

Does anyone know how I can get a reply about how to track my order or another way to track my order?

[pookey123]

Same issue Tmh177 posted.

NO call back, NO email replies and over 2 hour long on hold (my phone's battery died so I had no choice to hang up). When I phoned today they said office is now closed??? we are open from 9-9 EST. Well, it was 9amMT .They don't exist. I think I got scammed. I don't want my stuff if I don't get it by Christmas. If I don't like it I want to return it but I found out telus does not have holiday return policy!!! 

I used Chat but no help at all. The agent on chat was totally useless. I was talking about the item I purchased from telus.com but he kept on saying phone, sim card etc. I ended the chat. 

Where is my stuff? still processing. I want to ask when my item will deliver? Holiday return etc? NO ONE HELP ME.

Just worst online shopping ever.

[TerraJane]

I've been trying to reach someone about my order. I've called, to get no answer, I've emailed 3 times...still nothing. I am being to think I was scammed. I have not received anything saying it has been shipped and it  has been well over the time they stated. This is extremely frustrating and disappointing this time of year :(.

[dru]

 @pookey123 @TerraJane

Sorry to hear about your experience. I understand you've had trouble getting through on the phones so please do contact our wonderful Social Media Team for assistance as well; they can help.

[TerraJane]

I've tried contacting all sources but no one is answering. If I have been scammed by Telus this close to Christmas or really anytime I will be truly disappointed and will express my concerns on social media for everyone else to be aware. It is truly unacceptable to have heard no response about my enquiries both via email and phone, until I posted where others could see.

Sent from my Samsung Galaxy smartphone.

[TerraJane]

Finally got an email only to tell me that my order was received and an email will be sent once shipped for me to have patiences. The email was the same as the one I received when I first did the purchase. They had no problem taking my money though. I had patience at first but not lately. Still can not get through on the phone.

Feeling Helpless and Frustrated 

[Nicole-Natassha]

Hi @TerraJane !

When did you place your order?

[TerraJane]

I want my order cancelled and my money refunded to my credit card.

Email me directly and I will provide the information regarding my order.

Sent from my Samsung Galaxy smartphone.

[TerraJane]

You are simply going to reply telling me to have patience that the order has been taken. The order should have been delivered by last Monday at the latest and that is how long I have been trying to get a hold of someone at TELUS.

I would like to have my order cancelled and money refunded asap. If you cannot provide me with the right contact information to have this done, like any other company/business I will have to proceed with MasterCard.

[KC2]

I'm having the same ridiculous issues. Order online 3 weeks ago and was sent a confirmation email of purchase and was told it would ship 3-5 days. I've received no other emails. I've emailed with no reply, called with no answer and cannot get any questions answered. 

Telus this is not good enough!! I'll be going to social media soon.

[TerraJane]

I have sent 3 more emails in the pay couple days and no response. They seem to have the standard response on this site instead which is not really a response at all.

[TerraJane]

Still no answers!!! It's been 4 weeks almost. Glad Telus got there money, nice way to make extra money for them. Charge a customer money for a product they can't deliver. I've emailed, left a voicemail (because they are always closed) to cancel my order .... nothing...I guess it's money in someone's pocket. I would recommend no on purchase anything from them as they will just be scammed.

[Dimo-X]

Hi TerraJane,

It can take up to three or so business days for the web-store team to reply. Also check your spam/junk folder in case a reply got sorted there as spam. Worst case, you can still return/cancel after receiving the product by calling in and speaking with the Client Care team. 

[TerraJane]

Are you actually reading my comments or is this a computer generated response. I've been calling but the line always says closed if you read my previous post. 3 to 5 days or weeks because it's been 3 weeks of me trying. Plus your comment about worst case senrio.... it's an Christmas Present!!!!! And money you took.

Sent from my Samsung Galaxy smartphone.

[Dimo-X]

Totes a human! lol You can only reach the webstore team via email at TELUSorders@TELUS.com The client care dept however can be reached via chat at www.telus.com/chat from a computer as well as via phone at www.telus.com/contact  

[TerraJane]

That is the email address I've been using.

The chat people will not help because they say they can't that I have to contact the web store, which like I said there is no response.

But I am glad you find humor in all of this, referring to the Lol! Again professional on Telus's part. Some up what I have been complaining a out.

Sent from my Samsung Galaxy smartphone.

[casperr0426]

I ordered 10 days ago and still says product will be shipped in 3 to 5 days. I replied to the email the moderator mentioned and they are definitely not answering. Phone support and chat are useless. People at RFD were right, I should have not orderer anything from Telus. I will never ever do it again. I will call MasterCard and see if there is anything they can do at this point.

[TerraJane]

I ordered mine in November. I spent all day yesterday calling again to get nothing. I made contact with MasterCard yesterday and am just waiting to hear back.

I have also took screen shots of my conversations on this web page to show TELUS'S response and humor they are finding in others misfortune.

[pho101]

I have called the 'Webstore' 1-866-488-2709 numerous times and have never ever gotten through. Left a couple messages as well and have never gotten a response

Sent 3 emails to telusorders@telus.com and have never gotten a response.

Client and customer service tells me the webstore are the only ones who can help. 

I am thinking the 'Webstore' department does not actually exist and is just a dead end to keep us waiting.

[ATfehr]

I actually got through to the webstore, after multiple tries. They told me, yes, it looks like it was delayed, but it should arrive by the end of this week or next.” That was three weeks ago. I suspect they just told me that to get me off the phone. I ordered Nov 3, and the store at that time said it’d ship within two weeks. I’ve not been quiet about my disappointment on Twitter. 
https://twitter.com/Fehr.