Help Centre


Shopping online at JB Hi-Fi - FAQ’s


The product I want to buy is available for delivery but not for Click and Collect, why is that? – We only offer Click and Collect online for products that are currently in stock. If the product is available at other stores for Click and Collect, you can always call your local store and ask them to transfer it and hold it for you to come in and pay at a later date.


Is finance or part pay available online? – Currently part-pay services are only available through our physical stores. Most long-term finance offers are also only available through our physical stores, however we do offer 12 MONTHS NO PAYMENTS AND NO INTEREST* ON ONLINE PURCHASES $400 & OVER WHEN YOU USE YOUR Q MASTERCARD, FLIGHT CENTRE MASTERCARD OR FARMERS MASTERCARD online. click HERE for more information.


How do I return or exchange an item I bought online? – The fastest way to do this is to visit one of our stores, take with you the product and the order confirmation details and they’ll be able to do it for you in-store. If you can’t make it to a store, send us a message HERE.


I’ve received a message from what appears to be JB Hi-Fi, but I think it might be a scam, what do I do? – Whether it’s on Facebook, via a text message or email, there are lots of scams circulating for all major retailers, including JB Hi-Fi. We do what we can to report these and get them removed but sometimes it can take a few days for that to happen. If you get a message, always make sure it’s from one of our official pages, wither our website or our Facebook page, and if it seems too good to be true….. then it’s probably a scam.  Learn more HERE.


Click and Collect

When can I come pick up my Click & Collect order? – During the busy times, Click and Collect orders may take longer than usual to prepare. You will receive a “Your Order is ready for pickup” email once your local JB store has confirmed the order is ready. Once received you can head to the store anytime during opening hours. You can find operating hours HERE.


My Click & Collect Order is showing as “Completed” in my online account, is something wrong? – During our busier times, stores may “complete” pickup orders before you have collected the order. This is to assist in speeding up our in-store processes. You will receive a “Your Order is ready for pickup” email as the store processes the order to let you know that it is ready for collection.

For more FAQ’s on Click and Collect click HERE.



My order has a missing or wrong item – Sometimes orders will be split and shipped from different stores. Your invoice should match the items you received, and the rest of your order will arrive separately.

If you received an incorrect item or the quantity received does not match the quantity on the invoice, please contact us HERE.

My order status online is showing as “Completed” or “Shipped” but it is taking longer than expected to arrive –NZ Post has been experiencing significant delays, please check HERE for the latest updates.

If your delivery is taking significantly longer than NZ Post advises and you have a tracking number, you can contact NZ Post directly HERE , or please feel free to contact us HERE.

If you are yet to receive your tracking number, please check the status of your order in your account. If your order shows as “Completed” or “Shipped” but there is still no tracking number, this means it is waiting for collection and the tracking number will be sent to you later that day. 

For more shipping and delivery FAQ’s click HERE.