HELP – Shipping & Delivery

General Information
Delivery Fees
Backorders
Splitting Orders
International Orders
Damaged Deliveries or Incorrect Items
"How Long Will It Take for My Order To Arrive?"

Large Panel TV Delivery Terms and Conditions

 

GENERAL INFORMATION

CD / DVD / Game Titles
JB Hi-Fi Online CD / DVD / Game stock is either sourced from JB NZ stores or direct from suppliers once a customer order is accepted. We do not allow collection from JB Hifi stores. All our stock is dispatched from Auckland.
Most major local suppliers deliver ordered items to our warehouse within 2 business days. Smaller suppliers can take 1-2 weeks. Import items can take up to 12 weeks to arrive.
Once items have arrived in our dispatch point, there will be another 1-2 business days for processing and dispatch. Once the order has shipped, you will receive an email confirmation. Please then allow for standard courier delivery timeframes.
The estimated delivery date for items ordered depends on where you live. It is calculated from the time that you receive the “Order Dispatched” email, not from the time the order was placed. These are estimates only, based on information provided by our NZ couriers:
1-2 days – Auckland
1-3 days – North Island
2-4 days – South Island
For international orders 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 to New Zealand, no import duties will apply.


Multiple Item Orders

Please be aware that 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.

Where there has been a significant 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 Hifi Online are either sourced from various JB Hifi stores, depending on the type of item and its availability.
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. A calling card will be left at the delivery address, containing all relevant contact details.
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 may deliver to a local depot and the customer will be contacted to collect from there.
CE delivery times depend on the item ordered and the location of the delivery. As a general guide, if an item is marked “In Stock” on our website, we will aim to have it processed and packed within 1-2 business days. Once your item has shipped, please allow another 1-4 business days for metro delivery and 2-5 business days for regional areas. If the item is not marked “In stock”, we will try and arrange a transfer for you which will add 1-3 business days to the process. If the duration is expected to be longer or the item is no longer available, we will contact you as soon as possible.
Please note, we do not allow collection of CE items from JB Hifi stores at the present time.

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DELIVERY FEES

New Zealand Deliveries

All orders delivered to New Zealand addresses are subject to delivery fees. Fees are set according to the product type and these are displayed on all product pages. Total delivery fees are calculated according to type and quantity of product ordered, and the delivery address.

Customers can check a total delivery fee by placing an order in cart and setting a delivery address.

International Deliveries

All orders delivered to international addresses are subject to delivery fees. Fees are set according to the product type and these are displayed on all product pages. Total delivery fees are calculated according to type and quantity of product ordered, and the delivery address.

Customers can check a total delivery fee by placing an order in cart and setting a delivery address.

Please note, we do not allow international shipping of consumer electronic (CE) products at the present time. All CE products must be delivered to a New Zealand address.

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BACKORDERS
CD / DVD / Game Orders

JB Hi-Fi Online not carry large quantities of CD / DVD / game stock. All product is sourced on demand from JB Hifi stores. All product on this website is usually available to ship immediately if marked "In Stock".

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 email us with your order number and cancellation request.

Consumer Electronics Orders

For consumer electronics orders, items are sourced from supplier stores across New Zealand 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. Items marked "Order Now" are not currently in stock and will need to be ordered from supplier. This can take up to two weeks for local products and eight weeks for imports. Please note that ETAs and availability are based on manufacturer information 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 Hifi 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 Hifi.

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 Hifi will cover any extra delivery costs.

Combined CD / DVD / Game and CE Orders

Combined orders are often automatically be split into two or more shipments to ship separately.

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INTERNATIONAL ORDERS

CD / DVD / Game Orders

Currently we can only ship CD/DVD/game orders internationally, 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.

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.

Consumer Electronics Orders

Please note, we do not allow international shipping of CE products at the present time. All products must be delivered to a New Zealand address.

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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 onlinestore@jbhifi.co.nz 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 us immediately via the email links on this website. We will evaluate the case and arrange to have your product tested, replaced and exchanged at a JB Hifi 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.

Most CE products are covered by a minimum 12 month manufacturer’s warranty. If you have a problem with your product within this period, we will assist with further details for repair/replacement. If an extended warranty has been purchased and there is a problem with the product within this period, please contact JB Hifi’s warranty provider on 0800 385 307.

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"How Long Will It Take For My Order To Arrive?"

CD / DVD / Game Orders
Please see “GENERAL INFORMATION” above for full details.

For “In Stock” items, your order should be dispatched from our warehouse within 1-3 working days. Then add the New Zealand Courier Delivery Estimates below to get an idea of when your order will arrive.

For “Order Now” items, your order will be ordered from supplier and will take an estimated 2-5 business days to arrive at our warehouse and get dispatched. Smaller suppliers can take longer. Then add the New Zealand Courier Delivery Estimates below to get an idea of when your order will arrive.

For “Import” items, your order will be placed with our US supplier and will take an estimated 1-8 weeks to arrive at our warehouse and get dispatched. Then add the New Zealand Courier Delivery Estimates below to get an idea of when your order will arrive.

For multiple item orders, your order will be held at our warehouse until the last item arrives. Then it will be dispatched in accordance with the times above.

New Zealand Courier Delivery Estimates

1-2 days – Auckland
1-3 days – North Island
2-4 days – South Island

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

The delivery dates shown above are an estimate only. We do all we can to ensure delivery within above estimates but factors such as public holidays and peak delivery times may not allow this to be always possible. If your item has not arrived within estimated date please check with your local post office or alternatively contact us at onlinestore@jbhifi.co.nz

JB Hifi Online uses Post Haste Couriers for most CD/DVD/game deliveries. Please see their website for track and trace information.

http://www.posthaste.co.nz

If you have received a Post Haste tracking number and your order has not arrived within five business days, please get in touch with our customer service team.

Delivery to PO Boxes

Post Office Box deliveries are handled by Courier Post and are subject to delays. Current estimates are 7-10 days for delivery.


Consumer Electronics Orders

CE delivery times depend on the item ordered and the location of the delivery. As a general guide, if an item is marked “In Stock” on our website, we will aim to have it processed and packed within 1-2 business days. Once your item has shipped, please allow another 1-4 business days for metro delivery and 2-5 business days for regional areas. If the item is not marked “In stock”, we will try and arrange a transfer for you which will add 1-3 business days to the process. If the duration is expected to be longer or the item is no longer available, we will contact you as soon as possible.

JB Hifi uses both Post Haste and Fliway couriers and for most CE deliveries. Please see their websites for track and trace information

http://www.posthaste.co.nz
http://www.fliway.com

If you have received a Post Haste tracking number and your order has not arrived within five business days, please get in touch with our customer service team.

Please note, we do not allow international shipping of CE products at the present time. All products must be delivered to a New Zealand address.

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