COS Back to School orders can be tracked, amended, and managed differently depending on whether you are a school administrator using the BTS portal or a parent who has placed an individual pack order through the Parent Portal. School administrators can view bulk order status and order history through the Order Status and Orders Placed sections of the BTS Assistant. Parents can track their individual order using the confirmation email or by contacting the COS BTS team.
The COS Back to School program involves two distinct ordering platforms with different management options depending on who you are. School administrators access the BTS Assistant portal to manage bulk orders, track school-level ordering progress, change delivery dates, and review order history. Parents access the Parent Portal at parent.cos.net.au to place and view individual pack orders for their child.
If you are unsure which platform you are using, school staff use the BTS Assistant with school-provided credentials, while parents use parent.cos.net.au with the username and password provided in their school’s BTS communications.
Can I Amend a BTS Order Once It Has Been Placed?
For School Administrators
Whether a bulk or school-level BTS order can be amended after it has been placed depends on the stage the order has reached in the fulfilment process. Orders that are still in a pending or processing status may be able to be amended; orders that have been picked, packed, or dispatched cannot be changed.
If you need to amend a school-level BTS order, act as quickly as possible. Contact the COS BTS team on 1300 614 133 or parentportal@cos.net.au as soon as you identify the required change. Have your order number or school account details ready. The team will confirm whether the order can still be amended and what options are available.
School administrators: If you need to amend a BTS order for a school, do not wait. Contact the COS BTS team as soon as you identify the change. The earlier you contact them, the more likely it is that the order can be modified before it enters the fulfilment process. Call 1300 614 133 or email parentportal@cos.net.au.
For Parents
If you are a parent who has placed a pack order through the Parent Portal and you need to amend it, the ability to do so depends on how far the order has progressed. Individual parent orders are processed and dispatched within the BTS fulfilment window, and amendments may not be possible once an order has moved to picking and packing.
Contact the COS BTS team immediately if you need to request a change. Call 1300 614 133 or email parentportal@cos.net.au. Do not wait until the item arrives to raise the issue, as the further the order progresses in fulfilment, the fewer options are available. Standard COS Terms and Conditions of Sale apply to BTS orders.
How to Change the BTS Delivery Date for a School
For School Administrators
If your school needs to change the delivery date or delivery window for BTS orders, this needs to be arranged directly with the COS BTS team. Delivery dates for school bulk orders are set during the ordering setup process, and changes to these dates after the ordering window has opened require COS to update the fulfilment schedule.
Identify your current delivery date
Check your school’s BTS account setup or your original communication from COS to confirm the delivery date or delivery window currently scheduled for your school’s bulk orders.
Determine the new delivery requirement
Confirm the date or date range you need. Consider whether the change affects all year levels or only specific ones. If your school has a specific receiving window, such as the week before school starts, have those dates ready to communicate to the COS team.
Contact the COS BTS team as early as possible
Call 1300 614 133 or email parentportal@cos.net.au. The earlier you request the change, the more likely it is that COS can accommodate it. Delivery date changes close to the original dispatch date may not be possible once items have been allocated to a delivery run.
Confirm the updated schedule in writing
Ask the COS BTS team to confirm the updated delivery date in writing, either by email or through your BTS account. This gives you a record of the agreed change to share with your school’s receiving staff and any families who have been given a delivery expectation.
BTS delivery window: The COS BTS special price list covers deliveries between 28 September 2026 and 26 February 2027. Delivery date changes must fall within this window to maintain BTS pricing. Contact the BTS team to confirm whether your preferred date is achievable.
For Parents: Changing a Delivery Address
If you are a parent who needs to change the delivery address for your child’s pack (not the delivery date, which is determined by your order placement timing), COS confirms this is possible depending on the stage of the order. The ability to update the delivery address and the timeframe in which changes can be made may vary.
If you cannot update the delivery address through the Parent Portal directly, contact the COS BTS team on 1300 614 133 or email parentportal@cos.net.au as soon as possible. Standard freight and delivery terms apply, and additional services may be subject to supplementary delivery charges.
How to Track a BTS Bulk Order
For School Administrators: Tracking in the BTS Portal
The BTS Assistant portal provides school administrators with an Order Status section for tracking the progress of school bulk orders. This view shows the current status of orders placed under your school’s account, including which orders are being processed, which have been dispatched, and any orders that require attention.
Log in to the BTS Assistant
Access the BTS portal using your school’s login credentials. If you do not have access, contact the COS BTS team on 1300 614 133 to arrange it.
Navigate to Order Status
From the BTS Assistant dashboard, select the Order Status section. This displays the current status of all orders associated with your school’s BTS account, organised by year level or order batch.
Review individual order details
Click into a specific order or batch to view its current status in the fulfilment process. Statuses typically progress through stages such as received, processing, picking, dispatched, and delivered.
Use the order number to track dispatch
Once an order has been dispatched, your COS order number (found in your confirmation email or the Orders Placed section of the BTS portal) can be used to track delivery through the carrier. Contact the BTS team if you need assistance locating tracking information.
For Parents: Tracking Your Individual Pack Order
When you place your child’s pack order through the Parent Portal, you will receive an order confirmation email to the address you provided at checkout. This email contains your order number and initial order details.
To track your order after it has been dispatched:
- Check your confirmation email for your COS order number and any dispatch notification that follows once your order is picked and packed.
- Request mobile tracking when placing your order by entering your mobile number at checkout. COS can send order tracking updates by SMS.
- Check the Parent Portal by logging back in to parent.cos.net.au with your school-provided credentials to view your order status.
- Contact the BTS team on 1300 614 133 or parentportal@cos.net.au if you cannot locate your order number or tracking information.
Your COS order number: Your order number can be found in your confirmation email, your order history in the portal, or your delivery docket or invoice. Have this number ready when contacting the BTS team about your order, as it allows the team to locate your order quickly.
How to View BTS Order History
For School Administrators
The BTS portal provides school administrators with access to order history through the Orders Placed section of the BTS Assistant. This view allows staff to review all orders that have been placed under the school’s account across the current BTS season.
Navigate to Orders Placed
From the BTS Assistant dashboard, select the Orders Placed section. This displays a list of all orders associated with your school’s BTS account, including the order date, year level, quantity, and current status.
Filter by year level or date range
Use the available filters to narrow the order list by year level or by date range if you are looking for orders from a specific period. This is useful for reconciling deliveries against the number of student packs ordered for each year level.
Access individual order details
Click into any order in the list to view its full details, including the products included, the quantities ordered, the delivery address, and the order status at the time of viewing.
Export or report if needed
If your BTS account has reporting or export functionality, use this to download order history for financial reconciliation, parent confirmation records, or internal reporting. Contact the COS BTS team if you need order history data that is not accessible through the portal.
COS tip: If you need order history from a previous BTS season, the portal may not retain older data indefinitely. Contact the COS BTS team on 1300 614 133 or parentportal@cos.net.au to request historical order data for your school’s account.
For Parents
Parents can view their BTS order history by logging back in to the Parent Portal at parent.cos.net.au using the school-provided credentials. Once logged in, navigate to your order or account history to view the details of any orders you have placed under your school’s BTS program.
If you cannot locate your order history or you have lost your login credentials, contact the COS BTS team on 1300 614 133 or parentportal@cos.net.au with your child’s name, school name, and year level. The team can look up your order details.
Frequently Asked Questions
Can I amend my BTS order once placed?
It depends on how far the order has progressed in the fulfilment process. Orders that are still pending or being processed may be amendable; orders that have been picked, packed, or dispatched cannot be changed. Contact the COS BTS team as soon as you identify the required change: call 1300 614 133 or email parentportal@cos.net.au. The earlier you contact the team, the more likely it is that a change can be accommodated. Have your order number or school account details ready. Standard COS Terms and Conditions of Sale apply to BTS orders.
I need to change the BTS delivery date for school. How do I do this?
Delivery date changes for school bulk BTS orders need to be arranged directly with the COS BTS team. Contact them as early as possible by calling 1300 614 133 or emailing parentportal@cos.net.au. Have your school name, account details, and the new delivery date or window you need ready. Confirm the change in writing with the team, either by email or through your BTS account, so you have a record to share with your school’s receiving staff. Delivery date changes close to the original dispatch date may not be possible once items have been allocated to a delivery run. All delivery dates must fall within the BTS delivery window of 28 September 2026 to 26 February 2027.
How do I track my BTS bulk order?
School administrators can track bulk order progress through the Order Status section of the BTS Assistant portal. Log in to your BTS account, navigate to Order Status, and review the current stage of your school’s orders. Individual order details, including dispatch status, are available by clicking into a specific order or batch. Your COS order number, found in your confirmation email or the Orders Placed section of the portal, can be used to track delivery once an order has been dispatched. If you cannot locate tracking information, contact the BTS team on 1300 614 133. Parents can track individual pack orders through their confirmation email, SMS updates requested at checkout, or by logging back into the Parent Portal at parent.cos.net.au.
How do I look at my order history for BTS orders?
School administrators can access BTS order history through the Orders Placed section of the BTS Assistant. This section lists all orders placed under your school’s account during the current BTS season, with filters available by year level and date. Click into individual orders to view full details. For order history from previous BTS seasons, contact the COS BTS team on 1300 614 133 or parentportal@cos.net.au. Parents can view their individual order history by logging back in to the Parent Portal at parent.cos.net.au and navigating to their order or account history.
Where can I find my BTS order number?
Your COS order number can be found in three places: your order confirmation email, which is sent to the address you provided at checkout; your order history in the BTS portal (for school administrators) or the Parent Portal (for parents); or your delivery docket or invoice when your order arrives. If you cannot locate your order number, contact the COS BTS team on 1300 614 133 with your school name and the details of the order you are looking for.
What if my BTS order has missing items or is faulty?
If your BTS order arrives with missing items or a faulty product, contact the COS BTS team as soon as possible. Call 1300 614 133 or email parentportal@cos.net.au with your order number and a description of the issue. For faulty or damaged items, COS Terms and Conditions of Sale apply. The BTS team operates Monday to Friday, 8:30am to 8pm AEST, excluding public holidays.
Contact the COS BTS and Parent Portal team for order amendments, delivery changes, tracking, and order history queries. Call 1300 614 133 or email parentportal@cos.net.au, Monday to Friday, 8:30am to 8pm AEST.
