Frequently Asked Questions

Do you have a showroom?

Yes, we have a number of stores thoughout the Sydney metropolitan area. Click here for more information on store locations and opening hours.

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.

When will my order be dispatched?

Orders with ready-to-go products are typically dispatched within 1-2 business days. Orders for Built-to-Order systems and Custom PCs are typically dispatched in 5-7 days. Please allow for extra time following a public holiday period.

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

Delivery is generally 1-4 business days to capital cities and surrounds from time of dispatch. Please allow additional time for delivery to regional/remote areas.

What payment methods do you accept?

For online orders we accept PayPal, Visa, Master Card, Direct Deposit and zipMoney Finance. In-store we accept Cash, EFTPOS, Visa, Master Card, American Express and Direct Deposit.

Can I place an order over the phone?

Yes, our customer service team are available Monday to Friday 9:00 am to 5:00 pm to assist you with phone orders. Please contact us on 1300 592 667.

How does Click and Collect work?

Simply place your order online, select Click and Collect during checkout, select your chosen store and wait for the confirmation email informing you that the order is ready for collection.

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 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.

How do I know if a product is in stock?

Our level stock indicators are linked directly to our inventory and update 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.

Can I have my package delivered without signature?

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

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 7pm. 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.

Can you deliver to a PO Box?

Yes but only in exceptional circumstances, such as 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 order to parcel lockers.

What happens if my order goes missing or is 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.

Do you offer a channel for businesses and government orders?

Yes, we have a team dedicated for 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.

How do I change or cancel my order?

If you have a 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.

What happens if my order goes missing or is 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.

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.

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.

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.