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Only Optus can alter the address and IFAIK customer service don't / can't track individual packages. The Optus process is that it will eventually bounce back to the Optus warehouse and will be sent out again from there. You can only try LIVECHAT and see if someone can either do the change or at least just cancel the delivery to get it moving again.
Once an order is submitted the delivery address cannot be changed. More info: Change delivery address
Generally, no. The customer would need to contact us.