Help Centre

Shipping and Delivery

GENERAL INFORMATION

CD / DVD / Game Titles

"In Stock" Items
If your item is marked “In Stock” at time of ordering and in your confirmation email, we will aim to have it processed and shipped within 5 business days (single item orders only). You will receive an email confirmation once it ships. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays. 

"Limited Stock Available" Items
If your item is marked "Limited Stock Available" at the time of ordering and in your confirmation email, it will need to be ordered directly from supplier or transferred from another JB Hi-Fi store. We will aim to have your item picked and packed within 5-10 business days. You will receive an email confirmation once it ships. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays. 

"Special Order" Items
If your item is marked "Special Order" at the time of ordering and in your confirmation email, it will need to be ordered directly from supplier. Smaller suppliers can take 1-2 weeks and import items can take up to 12 weeks. If the product is unavailable from any of our suppliers, we will advise you via email within 21 days. Once stock is received we will aim to have your item have it picked and packed within 24 hours. You will receive an email confirmation once it ships. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays.

International Orders

For international orders, please allow 2-4 weeks for air mail delivery (on rare occasions, international delivery can take up to 6 weeks). International customers will be responsible for any import duties, taxes or any other import related costs. For orders delivered with Australia, no import duties will apply.

Multiple Item Orders
Please be aware that we try to ship orders when all items on the order are available to dispatch (For example, item A is expected to ship in 2 business days, and item B on the same order usually ships in 10 business days. This order will be shipped when both item A and B are ready to ship and therefore would estimate to ship within 10 business days). However when there has been a delay in supplying outstanding items, we may split orders and dispatch available items at no extra cost.

Consumer Electronic Products

Consumer Electronics (CE) products sold through JB Hi-Fi Online are either sourced from our warehouse in Melbourne or from a JB Hi-Fi store, depending on the type of item and its availability. All products are shipped via courier direct to customer unless store pick-up has been requested.

"In Stock" Items
If your item is marked “In Stock” at time of ordering and in your confirmation email, we will aim to have it picked and packed within 5 working days. You will receive an email confirmation once it ships. Please then allow another 2-5 business days for metro courier delivery and 3-7 days for regional areas. Delays may occur around Christmas, Easter and public holidays. Remote deliveries are subject to local transport schedules and may encounter extended delays. 

"Limited Stock Available" Items
If your item is marked "Awaiting Stock" at the time of ordering and in your confirmation email, it will need to be ordered directly from supplier or transferred from a JB Hi-Fi store. We will aim to have your item picked and packed within 5-10 business days. You will receive an email confirmation once it ships. Please then allow another 2-5 business days for metro courier delivery and 3-7 days for regional areas. Delays may occur around Christmas, Easter and public holidays. Remote deliveries are subject to local transport schedules and may encounter extended delays.

Delivery of Large Items
For large screen television deliveries to metropolitan addresses, we utilise point-to-point couriers.

Missed Deliveries
For standard CE items, we will arrange delivery via a national courier network. If the customer is absent at the time of delivery, items will be taken to a local depot or post office. A calling card will be left at the delivery address, containing all relevant contact details.

Remote Locations
Please note that that there are limitations on all courier networks and some remote delivery addresses will not be serviced door-to-door. In these cases, the couriers will deliver to a local depot or Australia Post office and the customer will be contacted to collect from there. Some remote locations such as islands can only be accessed by light aircraft or boat. If an order is too large for a light aircraft we will offer shipping within metro areas to the customers choice of shipping or barge company. Transport from that point to the destination would need to be arranged by the customer at their own expense. For more information on which areas this includes please contact customer service via our contact form.

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PICK-UP IN-STORE

Customers can now elect to pick-up their purchase from JB Hi-Fi stores. Browse and select your item via our online store and choose a convenient location from which to collect your order. Two pick-up options are available, based on stock levels at our stores.

SAME DAY (Before midday) 

  • If the item is ordered before midday, it should be ready for collection the same day.
  • If the item is ordered after midday, it should be ready for collection the next day.
  • Items can be picked up only after you have received an email confirming that the stock is available for pickup. Please take this email and photo ID with you when picking up your order.


4 BUSINESS DAYS 

If the item is ticked for pickup instore, please note the following:

  • If the item is ordered before midday on a business day, it should be ready for collection within 4 business days.
  • If the item is ordered after midday on a business day, it should be ready for collection within 4 business days.
  • If the item is ordered on a weekend, it should be ready for collection within 4 business days.
  • Items can be picked up only after you have received an email confirming that the stock is available for pickup. Please take this email and photo ID with you when picking up your order.

For full information on Pick Up Instore, please see our Pick Up Instore help page.

DELIVERY FEES

Australia

JB Hi-Fi charges competitive national delivery fees across all product categories.

All delivery fees are calculated on a weight basis and charged per unit. Fees are displayed in all product pages and shopping carts.

Australia - Remote Locations

JB Hi-Fi's national courier networks cannot provide door-to-door services to some remote Australian areas. Examples include Christmas Island, Norfolk Island, Roma, Weipa, Nhulunbuy and any area that may require light aircraft, barge or boat to access. In these cases surcharges may apply to the standard rates. Alternatively, couriers may provide delivery to local depots or Australia Post offices for customer collection of goods.

If you are shipping to a remote location where the above may apply, please contact Customer Service for further information.

International

International delivery fees are based on gross cart weight and destination country. To calculate total delivery fees, items should be added to cart and shipping country selected.

Please note that any applicable import taxes and duties will be the responsibility of the customer.

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BACKORDERS

CD / DVD / Game Orders

In general, all products on this website are usually available from suppliers within the time indicated with the title details. 

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 contact customer service via our contact form with your order number and cancellation request. 

Consumer Electronics Orders  

For consumer electronics orders, items are sourced from supplier 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 before we finalise their order. Please note that ETAs are based on manufacturer shipping times and can be subject to change. 

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SPLITTING ORDERS 

CD / DVD / Game Orders  

We only ship orders when all items on the order are available to dispatch. 

For example, item A is expected to ship in 2 business days, and item B on the same order usually ships in 10 business days. This order will be shipped when both item A and B are ready to ship, and is estimated to be around 10 business days. 

Customers can choose to split their orders so available stock ships immediately. They will need to send this request via email and extra delivery fees may apply.  

Occasionally, JB Hi-Fi may elect to split customer orders to free up warehouse space. Customers will be advised of the split item dispatch via email. In these cases, any extra delivery fees will be covered by JB Hi-Fi.

Consumer Electronics Orders 

Consumer electronics orders are only authorised to ship when all items are available. Occasionally where goods are supplied from more than one supplier, the order may be split and shipped separately. In these cases, JB Hi-Fi will cover any extra delivery costs.

Combined CD / DVD / Game and CE Orders
Combined orders will automatically be split into two or more shipments. CD/DVD/game items will ship via Australia Post from our warehouse and the consumer electronics items will ship via national courier services. 

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INTERNATIONAL ORDERS & SHIPPING RATES 

CD / DVD / Game Orders 

We are happy to accept international orders. All international orders are shipped by Air Post. As soon as your order is dispatched you will be notified by email. Track and trace information is not available with Air Post packages. International shipments take 2-4 weeks for delivery from the date of dispatch, but allow up to six weeks. Customers will be responsible for any import duties, taxes or any other import related costs. 

Please note that all items with free shipping in Australia will incur a delivery fee for international delivery.

Consumer Electronics Orders 

Please note, we do not allow international shipping of CE products at the present time. All products must be delivered to an Australian address or picked up in-store.

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DAMAGED DELIVERIES OR INCORRECT SUPPLY 

CD / DVD / Game Titles 

The JB Hi-Fi website will rectify any products delivered damaged or faulty, or errors in supply. Please refer to our returns policy for more information. 

You must contact our support team to request a Return Authority before returning product. Once you have a Return Authority, please return any damaged or incorrectly supplied goods in the original packaging. We will authorise return to a Reply Paid address. Please note that any returns received unsolicited will be returned to customer at their cost. 

Please include a copy of the invoice or packing slip that accompanied your order. The invoice and packing slip also provide an area where you can indicate why you are returning any goods. If you are unable to provide a copy of the invoice or packing slip, include a note containing your name, address, order number, contact phone number, and reason for return. 

You will be notified by email when your return is received. We will repair or replace damaged goods when possible; otherwise we will issue a full refund for the value of the damaged item(s). 

Consumer Electronics Products 

If CE products are received damaged, faulty or not as advertised, please contact customer service via our contact form with your order number and information regarding the issue with the product. We will evaluate the case and arrange to have your product tested, replaced and exchanged at a JB Hi-Fi store, or via courier pick-up where required. Please contact us for further details. We cannot accept returns for “change of mind” reasons. Also, we cannot accept returns for items that have been misused or purchased for use with incompatible products. 

The Australian Consumer Law & Your Rights

The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’. 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure if the goods fail to be of acceptable quality. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. 

Consumer Guarantees have no set time limit - depending on the price and quality of goods, consumers may be entitled to a remedy after any manufacturers' or extended warranty has expired. In that circumstance, JB Hi-Fi recommends you contact the manufacturer's customer assistance department (for a list of most manufacturer's customer assistance contact details, click here). Even though the manufacturer's warranty may have expired the manufacturer is not only best suited but is obligated to assess the nature, cause and extent of a failure or fault if you have reason to believe there has been a breach of Consumer Guarantees. If at any time you are not satisfied with the manufacturer's remedy in relation to your statutory rights then contact the Store Manager of your nearest JB Hi-Fi store for assistance. 

For JB Hi-Fi’s comprehensive Warranty & Refund policy guide click here..

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