Help Centre

You should receive an Online Order Confirmation email within 24hrs of placing your order.

If you did not receive your Online Order Confirmation email, please:

• Confirm that you have placed your order with your correct email address;
• Check your Spam/Junk folders;

If you still require assistance, please contact us by calling 1300 225 564. We'll investigate this for you.

We work hard to process your order quickly so that you receive it as soon as possible. If you require to make a change you can contact us on 1300 225 564

Your order may be sent from multiple locations and can arrive separately on different days. We do this so we can get your order to you as soon as possible.

For smaller products, an email and SMS with a tracking link and instructions will be emailed to you when your order has been despatched. For larger items, the store fulfilling your order will contact you to arrange a suitable delivery date and time.

Large items are delivered by our delivery team direct to your delivery address supplied and will be placed in a safe location. , For other products we use Australia post and Toll, you will receive notification with tracking details from the store once your item has left. These deliveries will not be left at your door unless someone is home and you may need to pick this up from a distribution centre/ or local post office if you are not home to accept your delivery.

How will my order be delivered?

Your order may be delivered in one of two ways:

1. Our Driver – We'll contact you in advance to confirm a delivery date and time.
2. By Australia Post or Courier - Allow 2-7 working days to receive items in metro areas once you receive your email telling your item is on its way. Regional & remote areas may take longer.

Premium delivery is The Good Guys upgraded delivery service. We offer a Premium Delivery service in most metropolitan areas and selected regional areas. Premium delivery is available for large refrigeration & laundry appliances. We deliver, unbox, plus remove your old appliance including the packaging. Simply select the premium delivery option in the shopping cart during checkout when you place your order.

Premium delivery is not available for televisions, entertainment units, portable appliances, technology products, heating/cooling, and accessories.

Standard charges apply for single storey dwellings, additional charges may apply for dwellings with stairs. If you have purchased Premium delivery and would like your old product to be taken away, it must be fully disconnected or uninstalled and be readily available for easy removal upon delivery of your new product.

If you need your product installed, there is an extensive range of fully guaranteed installation services available for purchase from The Good Guys Home Services. Please call us on 1300 225 564 and one of our team will be able to assist you.

The Good Guys do not deliver to PO Boxes or Parcel Lockers or international addresses.

The postcode search bar on the delivery page, product page or in the cart will confirm the delivery options available in your area. The cost of delivery is based on the product, your postcode and the delivery zone that it falls into.

The delivery of products to some remote/isolated areas may be to the closest barge or Freight Company. You will then need to arrange continued delivery (including any additional cost) from the depot to your home address.

We strive to be able to deliver your order as fast as possible. From time to time popular items may sell out quickly and temporarily be on back order. This means that the items are currently out of stock but that there are shipments on their way to re-stock our stores & warehouses. Once your order is in stock, you will receive a notification email when your item is ready for delivery or pick up.

Click & Collect is a convenient, cost-effective option for customers who live or work near one of The Good Guys stores and may not want an item to be delivered, or who would prefer not to pay for delivery. Customers can simply pick up in store at a convenient time that suits them after the order has been accepted and a ‘Ready for Pick Up’ notification received.

You will receive an order confirmation email when your order is ready for collection.

If the Click and Collect option is unavailable online, then the item is not readily stocked in store and cannot be purchased online for pick up. This may be due to the product being a special-order item or a clearance range.

You will need to present a copy of your Click & Collect confirmation email printed or on your mobile, along with ID (i.e. drivers Licence, passport or photo identification) matching the authorised person's details as listed on the confirmation email. Photo ID will be required to receive your click and collect purchase.

Our website can show you if the item is in store. On the product page enter your postcode under “Check Stock / Delivery Cost’. Details of the store with stock available closest to the postcode you have entered will display. If no stock is available in the area closet to the postcode you entered, you will be shown delivery only options.

Sorry to hear your product is faulty! You can take your faulty item along with a copy of your Tax Invoice into your local store and they will be more than happy to assist you.

We recommend contacting the dispatching store directly as they will be able to identify the next steps involved, just make sure you have a copy of your tax invoice handy.

You can find the contact details of the dispatching store on your confirmation email.

The Good Guys Commercial web site does not accept payment by gift cards for goods.

Yes, you can please choose this payment method in the cart.

We are unable to take this payment method currently when shopping on The Good Guys Commercial website.

If you don’t already have a commercial account we would be glad to establish one for you. Please complete our New Business form and one of our sales team will be in touch with you shortly.

If you are an existing customer and you need assistance please call your Account Manager or 1300 22 55 64 and our dedicated team will assist you in finding the right solution for your business needs.

One of the benefits of being a commercial customer is access to purchase on our website. We would be glad to provide you with login – please contact your Account Manager for assistance.

Click on “Did you forget your password?” Then enter your username and a reset your password will be sent to the registered email address on this account for you to reset your password. If you are having any issues please reach out to your Account Manager or the sales team on 1300 225 564.

We will email you a copy of your Tax invoice to the nominated email address that you have provided once the goods have been dispatched.