Frequently Asked Questions

What questions have you got?

 

Customer Support


I sent an enquiry - when can I expect a response?

Enquiries are typically replied to within the same business day. It may take longer after a weekend or a public holiday.

Our stores are typically open 7 days a week, so if your enquiry is urgent please contact your nearest store.


 

Purchasing


Do you have a showroom or store?

Yes, we have stores throughout Sydney. Click here for more information on store locations and opening hours.


How do I know if a product is in stock?

Our level stock indicators are linked directly to our inventory and updated every few hours. If a product is listed as low stock for a particular store, then we have one physical item at that store. If a product is listed as in stock for a particular store, then we have 2 or more at that store. If an item is listed as Pre-order this means that stock is not at our stores but will be available from the local distributor in the near future.


Do you offer a channel for businesses and government orders?

Yes, we have a team dedicated to large business and government orders. Please contact them at business@jw.com.au.


Do you accept purchase orders or offer credit terms?

Yes, to approved business and government customers. A minimum monthly purchase amount must be maintained for an approved credit account.


Can you build my custom PC?

Yes, we offer full assembly services for your custom PC. Please select your assembly service when you configure your custom PC.


 

What payment methods do you accept?

  • Online, we accept PayPal, Visa, Master Card, and Direct Deposit. We also accept purchases using PayPal, AfterPay, zipMoney, LatitudePay, Humm and Klarna. See the product page and cart for eligible payment types.
  • In-store we accept Cash, EFTPOS, Visa, Master Card, American Express and Direct Deposit. 

 

Click and Collect


How does Click and Collect work?

  1. Place your order online
  2. Select Click and Collect during checkout
  3. Select your chosen store

From there, just wait for the confirmation email when your order is ready for collection.


When will my Click and Collect be ready?

Orders with ready-to-go products are typically ready within 1-2 business days. Please allow extra time following a public holiday period.

Built-to-Order systems and Custom PCs are typically ready in 5-7 business days. Please allow extra time following a public holiday period.


Can I pay for my Click and Collect order in-store?

No, all orders need to be paid for when placing the order online.


Can I have my package delivered without a signature?

No, all of our shipping methods require you to sign on the receipt. We offer full tracking on your order.


 

Delivery


When will my order be dispatched?

Orders with ready-to-go products are typically dispatched within 1-2 business days. Please allow extra time following a public holiday period.

Built-to-Order systems and Custom PCs are typically dispatched in business 5-7 days. Please allow extra time following a public holiday period.


How long will it take for my order to be delivered?

From the time of dispatch, delivery is generally 1-4 business days to capital cities and metro areas. Please allow additional time for delivery to regional/remote areas.


What if I am not home when the courier attempts delivery?

If no one is available at the delivery address a card will be left and the parcel will be taken to a local post office or courier depot for collection. If the item is not collected within 2 weeks, it will be returned to us and a return to sender fee will apply.


My tracking number does not work!

Tracking numbers become active in the evening of the day your order has shipped, usually by 7 pm. Once your package is on the way to you, it is common for there to be no further tracking events until the package reaches its destination.


Will I get charged more when my order is split?

If you have ordered multiple items and certain items take longer than expected, we may split your order and deliver first with items already in-stock at JW. Additional split shipments are at no extra cost to you.


Can you deliver to a PO Box?

In exceptional circumstances, we can deliver to PO Boxes. An example is regional areas where delivery to a street address is not possible.


Can you deliver to Parcel Lockers?

No. Due to the large number of fraudulent orders that use parcel lockers, we do not ship any orders to parcel lockers.


My delivery is damaged. What do I do?

If any products are damaged in delivery please contact us.


What should I do if my delivery is faulty?

If any products are faulty please contact us.


There is an error with my delivery. What should I do?

If you suspect there is an error with your delivery please contact us.


What happens if my order is confirmed as missing or damaged in transit?

In the unlikely event that this happens, we will lodge an inquiry with the courier who will conduct a thorough search and provide a response generally within 4 business days. If the parcel cannot be located we will re-ship your order at no cost to you. If you receive an item that is damaged we will arrange a pre-paid consignment label for the goods to be returned and organise a replacement to be shipped out to you.


I’m missing items from my delivery

If part of your order has not been delivered, it's possible that some items may be on back-order or your order has been split into multiple shipments.

Orders containing more than one item may be automatically split depending on stock levels at the time your order was placed. This is so that we can get your order to its destination as quickly as possible.

For more information, log into your JW account to see updates on any current and completed orders.

If you think that items are missing from your order, please contact us.


 

Transit Protection


What is Transit Protection?

Transit Protection is an optional delivery service that can be added to online orders. Benefits include faster processing for claiming lost and damaged deliveries.

For more information, see the Transit Protection section of our Delivery Policy.


 

Refunds and Cancellation


How do I change or cancel my order?

If you have made a mistake or would like to cancel your order you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment. Once your order is in the status of Processing, you cannot change the order. To request a cancellation, please click here.


How do I return an item because I’ve changed my mind?

You can apply for a change of mind return by submitting a support ticket in your "My Account" area of the website within 7 days of your order. Please note that the returned product must be complete, undamaged and in its original packaging.


 

Warranty and Repairs


How do I return a faulty item under warranty?

You can apply for a warranty return by submitting a support ticket in your My Account area of the website. You will be issued with an RA number and instructions on how to return your item.


What happens if my return is deemed "No Fault Found"

In the event your warranty or consumer guarantee claim is deemed as "No Fault Found", a service fee up to $45 with any additional shipping charges will apply.


I have accidentally damaged a product - what can you do to help?

Physical damage is generally not covered under the manufacturer warranty but we will try to help you out where we can. Please click here to submit a support request with photos of the damage and we can advise what we can do.