Help Centre

Pick Up Instore

A. Pick Up Instore allows you to place an order through the JB Hi-Fi website with the convenience of collecting it at a store and time that's suitable for you. Your goods are reserved and paid for by the time you arrive so all you need do is collect and go.

Q. What will I need in order to collect my order from my nominated JB Hi-Fi Store?
A. Goods will not be available for collection until you receive the “Your Pick Up Order is now ready for collection!” email. You will need your online order number (or just print out of your collection email) and valid photo ID (passport, drivers license or Keypass) to collect the goods from store. If the order was paid for with credit card, this card will also need to be sighted.

Q. Do I need to collect the Pick Up order personally?
A. Yes, We only allow JB Hi-Fi Online account-holders to collect Pick Up orders from store. Unfortunately, at the present time you cannot nominate someone else to collect it for you. When Instore, your valid photo ID (passport, drivers license or Keypass) will be checked and must match the billing/delivery address details of the order.  We will also check that your signature matches the signature on any payment card used to pay for the goods.

Q. What are the differences between "Same Day" and "2-5 Days" Pick Up options?
Same Day (Before midday)
Offered on Consumer Electronics products and In Stock CDs / DVDs / Blu-Rays and Gaming products 
• If the item is ordered before midday on a business day, it should be ready for collection the same day
• If the item is ordered after midday on a business day, it should be ready for collection the next business day
• If the item is ordered on a weekend, it should be ready for collection the next business day
2-5 Days (Not available during peak Christmas times)
Offered only on Consumer Electronics products
• If the item is ordered before midday on a business day, it should be ready for collection within 2-5 business days 
• If the item is ordered after midday on a business day, it should be ready for collection within 2-5 business days
• If the item is ordered on a weekend, it should be ready for collection within 2-5 business days

Q. From where inside a JB store do I Pick Up my order?


A. We have nominated "Online Pick Up Points" within each JB Hi-Fi  store. If you cannot locate one, please approach a JB Hi-Fi Team Member when you enter the store and they will assist you further.

Q. What if I want to change the nominated Pick Up store for my item?
A. Please contact us via our customer service form as soon as you can and we will check the store stock availability for you.

Q. What if I want to change my Pick Up order to Home Delivery? Or vice versa? 
A. To change a Pick Up to Home Delivery, simply contact us via our customer service form HERE and we'll sort it for you. Unfortunately we can't change a Home Delivery order to Pick Up. But you can cancel the order and place a new one. 

Q. Can I buy something for someone in another state/area to collect?
A. Yes, you can change the collector's details via the pop-up during order placement. Please note the collector will also need to provide valid ID during store collection. Please ensure you enter their details accurately during checkout.

Q. Can I change the nominated collector of the Pick Up order?
A. Yes, you can change the collector's details via the pop-up during order placement. Please note the collector will also need to provide valid ID during store collection. Please ensure you enter their details accurately during checkout.

Q. How can I cancel a Pick Up Instore order?
A. Please send us an email ASAP to order-cancel@jbhifionline.com.au

Q. What if the price drops on the item I have ordered before I Pick Up my purchase?
A. The store will either organise a store credit, goods to the value of the difference, or a refund for you, when you collect your goods Instore. You will always pay the lowest price.

Q. What if I change my mind Instore and wish to buy something else?
A. Please advise store staff when you’re at the online collection counter. They’ll reverse your online sale and ensure your receipts match the correct products.

Q. Can I buy a CD/DVD/Blu-Ray/Game and pick it up Instore?
A. Yes. We now offer a Pick Up Instore service for "In Stock" CD/DVD/BD/game titles. If the title is listed without a Pick Up Instore icon, it can only be Home Delivered.

Q. What if the store is actually out of stock out of my item after I place my order?
A. If the store cannot confirm stock availability at your preferred Pick Up location, they will call you and offer the following solutions:
(a) Arrange item transfer from another store
(b) Arrange for the order to be picked up from another store
(c) Arrange free delivery from another store
(d) Offer you a different item that will satisfy your requirements