Help Centre

Ordering Help

1. INFORMATION FOR CUSTOMERS

IMPORTANT: Ensure you read and understand the Terms and Conditions before placing an order on this website.

2. PLACING ORDERS

We have attempted to make the placing of orders as easy as possible, but if you have difficulty with any of the steps involved, please check these help pages, or contact us for help:

  • Locate an item to purchase using our search or browse facilities
  • Add item to cart
  • Continue to add more items as desired
  • When you are ready to place your order, choose the checkout or view cart button (top right of page, with the little shopping trolley on it)
  • Choose delivery or select the store location you wish to Pick Up the item from
  • Check and edit the contents of your cart as required then select the checkout button
  • Login to your customer account, or create a new customer account if you don't already have one. 
  • Review the Billing & Delivery details for your order and agree to the Terms & Conditions.
  • Enter payment details. We accept Visa and Mastercard credit cards, PayPal payments and JB Hi-Fi Online Gift Vouchers. We do not accept payment by cheque or direct deposit at this time
  • Your order is complete when you see the Order Received screen

Once your order has been accepted, you will receive an order confirmation via email. Please check this confirmation carefully and inform us of any mistakes as soon as possible. If you wish to cancel an order, you must inform us before 9.00am the next business day via our contact form.

JB Hi-Fi holds a large amount of CD / DVD / Blu-Ray / Game stock on-hand - however some ordered items are provided by suppliers on demand. The stated availability of an item takes into account the time taken to receive the item from the supplier. On occasion, suppliers are unable to fulfil your order. Should this occur, we will inform you as soon as possible. Consumer electronics (CE) orders, items are sourced from our stores across the country. We will inform you as soon as possible of any significant supply delays or problems with ordered items.

 

3. DISPATCHING ORDERS

Order dispatch may be staggered depending on availablity. We will always send out the items we have on hand so that you receive your goods as soon as possible. 

CD / DVD / Blu-Ray / Games Orders

All Australian deliveries are sent via Australia Post. Large orders will need to be signed for by the recipient and tracking information will be available. All international orders are sent by Airmail. Refer to our shipping and delivery help pages for more information on international orders.

Consumer Electronics Orders

All Australian deliveries are shipped by national courier services. They will need to be signed for by the recipient.

 

4. PICK UP INSTORE

Once the Pick Up Store has confirmed stock is ready for collection, you will receive your “Your Pick- Up Order is Now Ready for Collection” email. You can then proceed to your nominated Pick-Up Store to Collect your purchase. You will need your online order number and identification that matches the delivery address used on your account.

 

5. ADDING ITEMS TO YOUR CART

If you want to purchase an item, you need to add that item to your cart before going through the secure check out process.

To add an item to your cart:

  • Locate the item by using our search or browse facilities
  • Select an item to view its details
  • Choose the Add to Cart button to add the item to your shopping cart

If you experience difficulties, ensure that your web browser will accept cookies - our website makes extensive use of cookies. Check your browser documentation for more information.

 

6. CD / DVD / BLU-RAY / GAME PRE-ORDERS

All pre-order items on our site are available to order now. Please note that we now allow functionality so that you CAN order a pre-order item with an item already released on the same order. We will split your order so the pre-ordered item becomes its own order and the rest of the items ship when they are available.

Please note that “Pre-Order” does NOT imply that you will receive the item earlier than the official release date. If we have authorisation, we will always endeavour to ship your goods prior to release date so you will receive them as close to release date as possible. However, sometimes embargoes are placed on items meaning that we cannot ship them before the official release date. Please remember to include the standard mail delivery times when estimating when you will receive your Pre-Ordered item.

Pre-order items can also be added to your wish list.

All our normal Terms & Conditions apply for pre-orders.

 

7. CONSUMER ELECTRONICS PRE-ORDERS

We will always endeavour to keep at the forefront of technology and add the details of upcoming items to our website. These items can be Pre-Ordered, but please remember that they cannot ship until stock arrives in the country and this can be difficult to estimate accurately at times. Manufacturing and sea freight delays can and do occur and these are out of our control. We will keep Pre-Order customers updated on their items as regularly as possible.

 

8. REMOVING ITEMS FROM YOUR CART

If you want to remove an item that you have placed in your cart:

  • Ensure you are in your cart
  • Locate the item you want to remove
  • Select the remove button 

The item will be removed from the cart, and the cart value will be automatically recalculated.

 

9. UPDATING ORDER QUANTITIES IN YOUR CART

By default, the quantity of an item added to a cart is 1 - to purchase multiple quantities of any item already in your cart:

  • Ensure you are in your cart - click on the "View Cart" link (top right of page)
  • Locate the item whose quantity you wish to modify
  • Enter the number of units you require in the QTY field
  • Click on the "UPDATE" button.

The cart will recalculate the quantities and cart value to reflect your changes. Setting the quantity to "0" will remove the item from your cart. You can change the quantities up and down, as required - the cart will automatically adjust to reflect any changes.

 

10. DELIVERY FEES

CD / DVD / Blu-Ray / Games Orders

Domestic Orders

Delivery fees to Australian addresses are listed on product pages and again in the cart. Delivery fees will not apply to "Pick-Up In-Store" orders. All domestic software orders are sent via Australia Post.

Consumer Electronics Orders

Delivery fees are determined by the size of the items and where they are being delivered to. Orders are delivered by national courier services and delivery cost estimations are available in the shopping cart. For large items such as televisions over 40”, door-to-door services will be used for metropolitan areas. CE orders cannot be delivered overseas at the present time, although we hope to introduce this in the future.

International Orders

Delivery fees are determined by the dimensions of the order and its destination. For an in-cart estimation, just select the destination country from the dropdown list and a delivery fee will be calculated. Deliveries outside of Australia are sent via Australia Post Air Mail. CE orders cannot be delivered overseas at the present time, although we hope to introduce this in the future.

 

11. PAYMENT

We currently accept payment by credit card (Visa or Mastercard), PayPal and JB Hi-Fi Gift Cards. JB Hi-Fi uses industry standard SSL (Secure Socket Layer) and encryption technology to ensure any sensitive information passing over the internet during transactions is secure.

JB Hi-Fi takes full upfront payment on all ordered items excluding pre-orders paid for with a credit card.

When you order a Pre-order item we will pre-authorise your card, with full payment being captured at the point of fulfilment of the order. Pre-order items that are paid for using Gift Cards, PayPal, Visa Checkout and Masterpass will incur full payment upfront.

 

INTEREST FREE PAYMENT PLANS

Please note that Interest Free Payment Plans are NOT available through JB Hi-Fi Online at the present time. These are only available in-store.

 

12. CANCELLED ITEMS & VOIDED ORDERS

Refer to our Terms & Conditions regarding responsibility for unavailable items or cancelled orders.

JB Hi-Fi Online holds a large amount of CD / DVD / Blu-Ray and Games stock - however some product is ordered from the supplier on demand. From time to time suppliers will inform us that they are no longer able to supply an ordered item. Should this occur, you will be informed as soon as possible via email, and the item will be removed from your order. Orders will be voided if they contain only deleted items, and customers informed as soon as possible via email. A full refund will be made to the applicable payment source.

 

13. BACKORDERS

CD / DVD / Blu-Ray / Game Orders

JB Hi-Fi does holds a large amount of CD / DVD / Blu-Ray and Games stock. However, some products are ordered from the supplier on demand. In general, all product on this website is usually available from suppliers within the time indicated.

From time to time suppliers are not able to supply in the time indicated, and items are placed on backorder. If it appears that your order will not be dispatched on time, you will be informed as soon as possible. You will be offered the opportunity to cancel your order at that time, otherwise your order will be dispatched as soon as the items are available.

Unfortunately, we are not able to provide expected dispatch times for backordered items, though items will be sourced and dispatched as soon as possible. If you have a backordered item and wish to cancel your order, please email us with your order number and cancellation request.

Consumer Electronics Orders

For consumer electronics orders, items are sourced from JB Hi-Fi stores across Australia and availability will be indicated on our website. Sometimes, items may be in-stock in some states but not others and we will indicate this where possible. For out of stock items, they will be back ordered and we will endeavour to give customers an ETA (Estimated Time Available) before we finalise their order. Please note that ETAs are based on manufacturer shipping times and can be subject to change.

 

14. SPLITTING ORDERS

CD / DVD / Blu-Ray / Game Orders

Orders containing multiple items will be split based on release date and stock status of products at time of order placement. This ensures a faster turnaround time of orders for our customers.

If, for example you have ordered one pre-order item, one item listed as “In Stock” and one item listed as “Awaiting Stock” , your order will be split into three orders to ensure we deliver your items quickly to you. No extra charges will be incurred.

Mixed orders that contain both a CD/DVD/Blu-Ray or Game title and a Consumer Electronic item, will also be split into two orders.

If you select one item for Pick up in Store and one for Delivery, this order will also be split into two orders.

To check your orders at any time, please check your account history and all order numbers and order status are listed.

 

Consumer Electronics Orders

Orders containing multiple items may be split based on status and availability of products at time of order placement. This ensures a faster turnaround time of orders for our customers.

If, for example you have ordered one item that is a pre-order and one item that is listed as “In Stock” and one item listed as “Awaiting Stock” , your order will be split into three to ensure we deliver your items quickly to you. No extra charges will be incurred.

To check your orders at any time, please check your account history and all order numbers and order status are listed.

 

Combined CD / DVD / Blu-Ray / Game and CE Orders

Combined orders will automatically be split into two or more shipments. CD / DVD / Blu-Ray / Game items will ship via Australia Post from our warehouse and the Consumer Electronics items will ship via national courier services.


Pick Up Instore

Delivery and Pick Up Instore combination orders will be split automatically. If you have selected more than one different pick-up location within one order, it will also be split into multiple orders.

 

15. HOW CAN I VIEW AN OLD ORDER?

You can view orders placed on the new website in your account. For all orders placed before May 26, 2014 you will have to contact Customer Service.

 

16. ARE ALL THE ITEMS FEATURED ON THIS WEBSITE AVAILABLE AT JB HI-FI STORES?

CD / DVD / Blu-Ray / Game Titles

While JB Hi-Fi stores carry large inventories to provide customers with a wide selection, it is not practical to hold copies of all items available on this website. To check store stock availability, look for the “Pickup at Store” option on any product and then click “Check store stock”. For a speedy in-store experience, you can place an order online for pick-up and have it ready for collection later at a convenient store.

If you prefer to purchase a product in-store, please call the store first to establish whether the item is available. If not, it is likely the store will be able to Special Order the item for you. Store contact details are available HERE.

 

Consumer Electronics Items

Nearly all items seen on our website will be available at JB Hi-Fi stores. Sometimes JB Hi-Fi Online will offer exclusive items that will ship direct from the supplier and will not be available in stores.

 

17. I'VE NOTICED A PRICE DIFFERENCE BETWEEN ONLINE AND INSTORE. WHY?

Prices of online items should match JB Hi-Fi stores at all times. Occasionally there may be a time lapse between store prices synching with our online database and vice versa. Please contact us HERE. You may also need to clear the cache of your browser, you can try using CTRL+ F5, or clearing it from in your browser settings. Please also understand that occassionally we may experience some technical difficulties that cause pricing issues, so let's play fair.

 

18. CAN I CHANGE MY ADDRESS ON AN EXISTING ORDER?

Yes, but you will have to be quick. If your order has not yet beed dispatched, you can cancel your order by contacting the online customer service team.

We have launched a new JB Hi-Fi website, here's some info you need to know:

Prior to July 1st 2014, we understand that you may have previously had an online account with JB Hi-Fi. For security and service reasons, as part of our upgrade you will be required to create a new account. Feel free to use the same email address and password. If you have already created an account on this new site after June 30th 2014, continue as an Existing Customer.

On September 30th 2014, www.jbhifihome.com.au was merged with www.jbhifi.com.au. As part of this merge you will require a JB Hi-Fi account to make any purchases. If you haven’t already created an account please create a new one.

Order history for JB Hi-Fi pre-July 1st 2014 and www.jbhifihome.com.au pre-September 30 is available, simply click on 'My Account' at the top of the page and down the bottom you will see 'Order History’, click on the appropriate link and a screen will open. On this page enter your login details from your old account including your email address and password. If you can't remember your password just enter your email address and hit 'Please Remind Me', a new password will be sent to you.