Help Centre

Ordering Help

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 availability. 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

Software orders (CD / LP, DVD / Blu-Ray, Games) and small parcels will be delivered using courier post. You will be informed of your tracking details via email once goods have been collected from our stores / warehouse.

For goods being delivered to a rural address you’ll need to allow an additional 2 business days for delivery.

Delivery of Large Items & Home Appliances

Larger items will generally leave from the closest warehouse within 1-2 business days.

Deliveries of Large items & Home appliances within the Auckland Metro area will be made by our dedicated delivery team, our delivery team will call you prior to delivery to arrange a time.

Unfortunately, JB Hi-Fi can not specify delivery times. You will be advised of an expected delivery time, within a 2-hour time frame.

Large items and Home appliances to be delivered outside of the greater Auckland region will be delivered by Main freight 2home or Pace couriers with email confirmation being sent to you once collected.

*Please note that this delivery service does not include unpacking, connection or removal or handling of old appliances.

For full terms and conditions please see our JB HI-FI HOME APPLIANCE DELIVERY TERMS & CONDITIONS

For international orders please allow 2-4 weeks for air mail delivery (on rare occasions, international delivery can take up to 6 weeks).

4. CLICK & COLLECT ORDERS

Once the nominated Click and Collect Store has confirmed stock is ready for collection, you will receive your “Your Click & Collect Order is Now Ready for Collection” email. You can then proceed to your nominated Click & Collect 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.

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 New Zealand 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 CourierPost.

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 50”, door-to-door services will be used for metropolitan areas. Consumer electronic 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 New Zealand are sent via International Air mail. Consumer electronic 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, 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 products on this website will be available to be ordered and will be supplied within the timeframe indicated.

Unfortunately, it is not always possible to supply an exact date of dispatch for your backordered items.

You will be informed via email if your order has been backordered and 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.

Consumer Electronics Orders

For consumer electronics orders, items are sourced from JB Hi-Fi stores across New Zealand and availability will be indicated on our website. Sometimes, items may be in-stock in some stores 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 delays.

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.

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. 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.

16. 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 occasionally we may experience some technical difficulties that cause pricing issues, so let's play fair.

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

Can I still access my old online account on the new website?

Unfortunately, No. For existing customers, you will still need to register as a new customer. For all warranty and refund enquires please email online customer service team

Am I able to see my previously placed online orders Completed or In Progress in my online account?

Order history Pre-August 1st 2017 will unfortunately not be available in your account, If you have any concerns regarding a previously placed order on www.jbhifi.co.nz or www.shop.jbhifi.co.nz you can contact the online customer service team,

Can I use my Gift Card online?

Yes. If you have an existing JB HI-FI Gift Card that was issued to you prior to the new JB Hi-Fi online site, you can still use it online. If you would like to check the balance of your gift card please 

Is my current Pre-Order still valid?

Unfortunately No., if you have a current online pre-order it would have been cancelled and an email sent to the registered account holder. If you have any concerns regarding your online pre-order you can contact the online customer service team.

Who can I contact regarding my online order? 

If you would like to lodge an enquiry with regards to your online order you can contact the online customer service team or you can speak with your local JB Hi-Fi store - use the Store Finder to find your nearest store.

If I have encountered a payment failure with my order placed before August 1st will my order be cancelled?

Yes. Unfortunately, if you have encountered a payment failure with an existing online order this order will be automatically cancelled, as we are not able to update any payment details. Please note that you will not have been charged for this order as we previously only requested a pre-authorization when an online order was placed. If you have any concerns regarding this issue, please feel free to contact the online customer service team.