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What happens when I am not at home to accept my delivery?

If you are not home to accept your delivery, what happens to the items depends on which delivery choice you selected at the time of purchase.

For Australia Post eParcel orders

If your order was consigned on Australia Post’s e-parcel service, and you miss the delivery, then the order will be taken back to the closest Australia Post office and you will be left a card.

For Standard or Express orders

If your order was consigned via Toll’s Standard or Express delivery options, in the event of a missed or futile delivery it will be sent to an Alternative Delivery Point (ADP). 

ADPs are local, secure, convenient locations (Pharmacies, Newsagencies or Petrol Stations) where missed deliveries are returned to for collection at a later, more convenient time. 

If you are a metro customer who lives within 5km, or a regional customer who lives within 10km of an ADP and you miss your Standard Parcel or Express Delivery, then it’s likely that your order will be taken back to the closest ADP near you for you to pick-up at a later, more convenient time. 

When the missed delivery occurs and goods are sent to the ADP, you will be sent a text message or email advising that this has occurred and providing you with the ADP’s address details and operating hours for pick-up. To pick-up your order from the ADP simply provide photo identification that matches the JB HI-FI order delivery details.
If you are unable to make it to the ADP you can authorise an alternate person to collect the delivery on your behalf by signing the back of the Carrier calling card and including their name. The authorised person will need to present this card with their photo ID at the ADP. Pick-ups from ADP locations must be completed within 7 calendar days.

If you do not have an ADP within a close proximity to your delivery address or your delivery is larger than the allowable size, then your delivery will be taken back to the closest Toll depot, and you will be left with a calling card to advise of the missed delivery. You will need to call the carrier to make alternate re-delivery arrangements. 

For Courier and 3 hour Rush orders

When a missed delivery occurs for a Courier or 3 hour Rush delivery, the goods will be returned to your local JB HI-FI store. When this occurs, you will be sent a text advising of the missed delivery and provided the Stores contact details. You will receive a call from your local JB HI-FI store to make alternate re-delivery arrangements.

JB Hi-Fi values your feedback. Our Customer Service Team answer online enquiries between 9am and 9pm AEST Monday to Friday and 10am to 6pm Saturday and Sunday. We always try to respond to enquiries within 48 hours during these times. 

For information about delivery timeframes or other frequently asked questions please check out our Help & Support page. 

Mail for JB Hi-Fi can also be sent to PO BOX 5190 South Melbourne VIC 3205.