I've been surprised too at not getting a tracking number via email for a phone order. My last ST package arrived without an invoice either. At the same time, the package always shows up so I figure they do it to make the actual delivery experience more of a pleasant surprise
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I'd love to get an email automatically with an invoice and tracking number whenever my credit card is charged, regardless of how the order was placed. I also understand that they probably have one or two other things to worry about this time of year (biggest retail sales quarter of the year here in the states).
I've ALWAYS been able to get any question answered by picking up th e phone. I understand you're in AUS, but are calls really that expensive? Try Skype.
Rich