Frequently Asked Questions

By creating an account with us your checkout process is faster. You can view your order status, check your purchase history and claim bonus offers. If you'd prefer not to create an account you can make your online purchase as a 'guest'.

You can request your password to be reset by entering your email address on the “Forgot your Password’ page and you will receive your reset password link by email. If you still haven’t received your password:

1. Confirm that you provided your correct email address;
2. Check your Spam/Junk folders;
3. If you still require assistance, please contact us by clicking here and we’ll look into this for you and will email you with an update.

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 clicking here to chat with us.

We work hard to process your order quickly so that you receive it as soon as possible. If you need to make a change you can send us a message here.
Please note: some changes may not be possible once the order has been placed.

Yes, if your item has not yet been dispatched, we will be able to cancel your order. Simply send us a message here and our team will cancel your order and issue a refund in the same tender used to place the order.

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.

Yes. You can send us a message here and they will be delaying your delivery for up to 28 days. Please note: some orders may not be possible to delay.

For smaller products, an email 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.

For your security whilst shopping on our website, we use fraud detection services from our third-party provider, Accertify.

During the checkout process, we securely share minimal transaction data with Accertify so they can provide fraud protection for you the customer and our business.

Accertify aggregate this data together with data collected from other Accertify clients to provide fraud detection and other services to us and Accertify’s other clients.

By aggregating customer transaction information from a range of Accertify’s clients, who also use Accertify’s fraud detection services, Accertify can detect trends and identify suspicious transactions with a high level of accuracy to prevent fraud.

For more information on how we handle data on our site please see our privacy policy.

The Good Guys offer Uber ASAP and Uber Scheduled Deliveries in metro areas, currently in trial at selected locations in Melbourne and Sydney.

‘Uber’ will show as a delivery option depending on the time you’re placing an order, the items you’re ordering, their availability and if your items are coming from a store that accepts Uber Delivery.

Available Uber Delivery options:

• ASAP (As Soon As Possible): Delivered within 90 minutes of placing your order.
• Scheduled: If available, you can choose a 2-hour window within the store's operating hours. You can now place the scheduled order up to 48 hours in advance.

*Please note: Uber Delivery is available 7 days a week at eligible stores from the store's opening hours until 2 hours before it closes.

Uber Delivery is available 7 days a week at eligible stores from the store's opening hours until 2 hours before it closes.

• You can order a maximum of 8 items, with each individual item weighing less than 20kg.
• Your small to medium-sized item should be suitable for transport in an Uber vehicle with a maximum dimension of 1000mm.
• You can place an order within a 10km radius of a store stocking your product and selecting Uber Delivery.

1. If eligible, select Uber at checkout.
2. Depending on your order total, you may have the option for the driver to ‘Leave in a safe place’. Choose a location from the dropdown or select ‘Other’ to enter specific instructions for the driver.
3. Continue to payment to finalise your order.

Once your order has been packed by the store and is ready for Uber to pick up, we’ll email you the link to your digital invoice which contains the Uber tracking link to follow the driver. You will also receive SMS from Uber with live tracking link.

You’ll receive a pin number via text from Uber which will need to be provided to the Uber driver upon delivery. Missed deliveries will be returned to the store.

If there’s an issue with your delivery or you still have not received your order after the scheduled time from Uber, please get in touch with us via our live chat and our team will assist.

Yes, you can choose Next Day Delivery for large products such as air conditioners, cooktops, chest & upright freezers, washers, dryers and TVs delivered by The Good Guys.

We offer Next Day Delivery to most metro areas across Australia, from Monday to Sunday at no additional cost.

Please note: The Good Guys may have blackout periods for Next Day Delivery during busy periods such as Black Friday, Christmas, Boxing Day and Easter.

We also offer Uber Scheduled deliveries in metro areas at selected locations in Melbourne and Sydney. This is available 7 days a week from store opening till 2 hours before store closing times.

Read full Home Delivery Terms & Conditions here.

Our next day delivery order cut-off time is 4pm Monday – Sunday. Read full Home Delivery Terms & Conditions here.

For Uber Scheduled deliveries, the cut-off time will be 2 hours before store closing times.

Large items are delivered by our delivery team direct to your home 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 time 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 kitchen & laundry appliance. 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.

Please note that installations are not included as part of the delivery price. Please click here to refer to The Good Guys Home Services web page for more information. Read full Home Delivery Terms & Conditions here.

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 click here to refer to The Good Guys Home Services web page for more information.

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. Read full Home Delivery Terms & Conditions here.

The estimated shipping or delivery times for your order is displayed on the product page and the cart page.

For Uber Deliveries, after your order is packed by the store, you will receive emails from The Good Guys and SMS from Uber containing a live tracking link. Additionally, you will receive SMS updates from Uber while your order is on the way.

Delivery to parts of Far North Queensland, Northern Territory, Western Australia, Tasmania and remote/isolated areas may take longer and are subject to local transport schedules.

Should there be any issues with stock availability, The Good Guys will contact you to advise of any delays. If you have any questions about your delivery you can contact us here

For large big & bulky products such as air conditioners, cooker, chest & upright freezers, washers, dryers and TVs delivered by The Good Guys, if you have selected a delivery date, your order will be delivered on the selected date. We'll contact you 48 hours confirming your delivery date and 24 hours prior to delivery with your delivery window.

On the day of your delivery our driver will send you a tracking link notifying you that they are on their way.

For smaller items you will receive tracking information via email or SMS when your item is on board for delivery with Australia Post. A notification or calling card will be left for you letting you know that your order is waiting for collection at your local Post Office if you are not home to accept your delivery

For our Delivery Terms & Conditions, click here.

For our Refunds, Returns & Cancellation policy, click here.

For large products such as air conditioners, cooker, chest & upright freezers, washers, dryers and TVs delivered by The Good Guys if you have selected a delivery date, your order will be delivered on the selected date. We'll contact you on the morning of the delivery with an estimated delivery time.

For Uber Deliveries, you will get SMS updates from Uber once your order is on the way.

The Uber driver will ask for the 4 digits pin to accept your delivery. Any missed deliveries will be returned to the store.

If you have not selected a delivery date, you may receive a call from us to confirm details or make delivery arrangements. Otherwise we'll send you an email when your order has been shipped.

If you need to reschedule, please contact the store dispatching your order on your confirmation email, the stores name and phone number is listed to avoid any redelivery charges.

Delivery costs for your purchase are calculated and displayed in the shopping cart. Standard delivery is calculated by the size and weight of the items, plus the delivery location. Next Day delivery is available at no additional cost.

Yes, for large big & bulky products such as air conditioners, cooker, chest & upright freezers, washers, dryers and TVs delivered by The Good Guys, someone will need to be home to accept and sign for the delivery.

If you are unable to take delivery of your items, we recommend contacting the dispatching store directly or for web orders you can contact us here (Contact the Customer Care Team Form). You can find the contact details of the dispatching store on your confirmation email.

You will also need to be home if you select 'Thanks, I'll be home' for Uber Deliveries.

Once your order has been confirmed we are unable to amend your delivery method.

We are also unable to change your address once the order has been confirmed. If you would like to amend your order, send us a message here to cancel your order. Once cancellation is complete, a refund will be issued back to the original payment method.

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.

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.

We offer a Premium Delivery service in most metropolitan areas and selected regional area. Premium delivery is available for large kitchen & laundry appliance, 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.

Yes like everything we do have terms and conditions when purchasing the service from us For more information please click here.

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 and a SMS when your order is ready for collection.

Simply head to the nominated store and look for the Click and Collect signage and one of our team members will be able to help you with your order.

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 are welcome to visit your local The Good Guys store to purchase the item directly with the store, if it is available. Alternatively, you can place an order online for the item to be delivered to your address.

Please collect your orders within 7 days. An SMS will be sent to you reminding you that your order is ready for collection. If your item/s are not collected within 28 days, your order will be cancelled and the purchase will be refunded back to the original payment method.

Yes, they can. When you are placing the order online you can nominate Friend Pick Up. They will need to have a copy of your order confirmation email and the details on your order: your full name and phone number, as well as their own ID (i.e. drivers Licence, passport or photo identification). If you paid for your order with PayPal, the nominated person will need to present your PayPal confirmation email that includes your Transaction ID.

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 in order to receive your click and collect purchase.

Unfortunately, your order cannot be altered once it has been placed. If you no longer want the item, or you need to change the item on the order, your order will be cancelled and the value of the order will be refunded back to the original payment method.

Our website checks store stock availability before you make an order, occasionally an item ordered for Click & Collect may be sold by the store before it can be put aside for collection. This can happen if, for instance, a customer in store has picked up and bought an item at the same time as you've ordered it online. If the item is not available from your preferred Click & Collect location, the store will contact you.

Pick Up will only display as an option online if a product is readily available in-store. Online Only items are sold on our website and are not available for purchase or collection in-store. This stock is not retained in-stores and is special ordered solely based on customer online order requests.

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.

Only your local store can provide you with a copy of a past transaction Tax invoice, once an ID Check has been completed in person.
Please call your local store first if you are requesting a Tax invoice older than five years. You can find your local store number here.

You can check if you are eligible for one of our promotions buy visiting our Deals and Offers page to see the latest promotions that are available at The Good Guys. Click here for more information .

These tips may help you claim your promotion follow:

1. You must have a registered account on The Good Guys Website. You can set up your account here
2. Your item must be paid in full and be despatched from the store before you can claim.
3. Often The Good Guys have many fantastic promotions and bonus offers. Choose from the list carefully as sometimes there are similar offers.
4. When you select the promotion you qualify for click - ‘Make a Claim’. You must use your docket number located on the Tax invoice emailed to you. Remember – this will only work when the order is fully paid and despatched. The docket number is located in the top right hand corner. Click here to view sample of the Docket information.

If you are still having issues making your claim please send us a message by clicking here and we'll look into this for you.

Enter the promotional code into the ‘apply promotional code’ field on the checkout page and click ‘apply code’. The value of the voucher will automatically be deducted from your order.

Some tips to assist if your promotional code is not working:

1. Only one promotional voucher can be used per order.
2. Promotional codes are case sensitive. Be sure to type it in exactly as you see it.
3. If your code is a single use code – double check no other friend or family member has used it.
4. Check the expiration of the code.
5. Check that you are applying the promotional code to the correct product or brand of products.

If you are still having issues using your promotional code please send us a message by clicking here and we'll look into this for you.

To view what date valid claims will receive their bonus, you can refer to the Terms & Conditions on our Bonus Offers page by clicking here .

Straight away! You must activate your Payless eftpos gift card within 1 MONTH of receiving it. You cannot use your card until your card has been activated. Your Payless eftpos gift card will expire 12 months from the date you have activated it.

You can activate your PayLess eftpos card in 4 easy steps:

1. Log onto activ8card.com.au/thegoodguys
2. Click on ACTIVATE MY PAY LESS CARD
3. Enter your details including your PAY LESS eftpos gift card number and the security code
4. Click on ACTIVATE CARD

Your card will be available to use after 12pm the following business day of activation (Monday to Friday). If you need help contact our Card Support Team on 1800 850 821 9am - 5pm, Monday - Friday AEST / AEDST or email support@cometrue.com.au for assistance.

Once your card has been activated you can check your available balance by logging onto activ8card.com.au/thegoodguys.

The PAY LESS Payback eftpos Card is managed by iGoDirect Group P/L 41 Stubbs Street Kensington VIC 3031 ABN 17 110 897 320. The PAY LESS eftpos card is issued by Indue Ltd ABN 97 087 822 464, AFSL 320204. PAY LESS eftpos cards are subject to the conditions of use that can be found at www.activ8card.com.au/thegoodguys. The 30 Day Price Guarantee does not apply in respect of advertising errors, limited or group buy offers, clearance products, promo code offers, finance offers, prices which include bonus offers, cash backs or discounts whether these are offered directly or via redemption from a supplier or a third party and also excludes items sold on marketplace websites such as eBay , as well as The Good Guys own pricing and any brand it sells for a third party supplier under an agency agreement. The terms and conditions are subject to change.

Limited time unique codes are occasionally offered to customers when browsing certain products. The unique code can only be used once during that active online shopping session. If you entered the unique promo code in the checkout page but then didn’t finalise your order, this unique code will no longer work.

The Good Guys StoreCash program lets you earn StoreCash on qualifying purchases at The Good Guys. Your earned StoreCash is deposited conveniently into your StoreCash Digital Wallet on your smart phone, ready to be spent on your next purchase at The Good Guys. StoreCash can only be paid into your StoreCash Digital Wallet so be sure to sign up at StoreCash if you don’t have one.

It’s easy! Simply scan the QR code or visit StoreCash to sign up. Once you have entered your details you will receive an SMS with a link to download your personal StoreCash Digital Wallet to your smartphone wallet. Follow the instructions and within minutes you’ll be set up and ready to earn and spend your StoreCash!

Signing up is super easy and only takes a few minutes. For step by step instructions head to StoreCash

StoreCash can be earned by making qualifying purchases during specified offer dates and times.

You can find offers on your Digital Wallet and on The Good Guys website. Offers may also be promoted in store and via various marketing communications – such as email, SMS, catalogue, social media etc. so make sure you keep an eye on your emails and follow The Good Guys Facebook page!

Ways to earn StoreCash can include:

• Purchase with qualifying Minimum Spend
• Purchase of specific products
• Purchase of specific products, or range of products, within a brand or category
• Purchase by specific sale channel such as “in store only” or “online only”
• Purchase by a specific payment method
• Purchase of a specific program or service
• Providing a Review

Don’t forget, to earn StoreCash, you must have an active The Good Guys StoreCash Digital Wallet and all qualifying purchases are subject to StoreCash Terms & Conditions.

Earn more StoreCash by adding a Gold Service Extras to your next purchase!

Customers who have purchased a Gold Service Extras product and have a digital Wallet get extra offers and extra StoreCash – including 3 x $20 StoreCash per year!

Australian residents, 18 years and older can have a The Good Guys StoreCash Digital Wallet.

You must also have a working smart phone, iOs or Android, meeting the current minimum requirements for operating systems.

To find out more visit: https://www.thegoodguys.com.au/storecash/wallet-terms-and-conditions.

StoreCash offers will be promoted at various times via:

• Your StoreCash Digital Wallet
• Email and text message
• Printed offers and QR codes in store
• The Good Guys social media and YouTube channels
• Online ads
• The Good Guys Catalogues and Digital Magazines

Don’t forget to turn on notifications in your Digital Wallet, so you’ll get alerts when new offers land!

StoreCash is conveniently paid directly into your active StoreCash Digital Wallet, ready to use next time you shop at The Good Guys. How easy is that!

Just remember, StoreCash has a 10 day expiry – so make sure you use it fast!

Don’t have a Digital Wallet? Sign up now at StoreCash – it’s easy!

StoreCash payment dates vary by offer. The payment date will be stated on the offer.

Don’t forget to switch on notifications in your StoreCash Digital Wallet to be alerted to updates!

No, unfortunately not.

StoreCash cannot be paid to any customer who does not have, or who has deleted the StoreCash Digital Wallet, or who has opted out of receiving communications and marketing materials from The Good Guys.

If you choose to delete your StoreCash Digital Wallet from the Wallet/Passbook from your smartphone, you will lose any StoreCash or promotions earned, either in your Digital Wallet/Passbook at that time, as well as those not yet paid into your Digital Wallet/Passbook.

Here’s the fun part! You can spend your StoreCash in store, online or over the phone!

Your earned StoreCash will paid directly into your StoreCash Digital Wallet – where you can find all the important details such as amount and expiry dates.

To spend your StoreCash in-store: Open your StoreCash Digital Wallet and show your StoreCash barcode to The Good Guys Team Member processing your transaction.

To spend your StoreCash online: Open your StoreCash Digital Wallet, on Android tap “ ⋮ ”, on Apple tap the More button “ i ” to see your earned StoreCash. Enter the barcode and pin in the shopping cart.

To spend your StoreCash over the phone: Open your StoreCash Digital Wallet, on Android tap “ ⋮ ”, on Apple tap the More button “ i ” to see your earned StoreCash. Tell the Team Member you’re speaking to you barcode and pin.

Just remember, some exclusions apply. StoreCash cannot be used to purchase gift cards, digital gaming cards or agency products and it cannot be used for business purchases or purchases on our commercial or eBay sites. For more information check out the StoreCash Terms and Conditions here: StoreCash Terms & Conditions.

Sure! As long as you are present in store with your mobile phone, or making the purchase on their behalf online or over the phone it’s great to share with your family members!

Please note you may not transfer or sell StoreCash via any other method.

No, unfortunately not. Your StoreCash barcode can only be used in a single transaction and change cannot be given for any remaining balance

StoreCash cannot be exchanged for RealCa$h, Store Credit or cash money.

Yes. StoreCash expires 10 days after it is paid into your Digital Wallet.

Please keep an eye on the expiry dates as StoreCash cannot be re-issued when it expires.

At The Good Guys we take your privacy and security seriously.

StoreCash can only be paid directly into your StoreCash Digital Wallet, and we alert you to exciting offers we think you’ll like via your StoreCash Digital Wallet, email, SMS etc. - therefore you must consent to receive these communications to participate in the program.

StoreCash can only be paid into an active StoreCash Digital Wallet which can only be activated on a smartphone. For more information about the Digital Wallet head to www.thegoodguys.com.au/storecash.

If you don’t wish to have a Digital Wallet, be sure to still sign up for emails and stay tuned to The Good Guys website for other great ways to Pay Less, such as RealCa$h Bonus offers.

If you return goods that were purchased using StoreCash, you will be issued a The Good Guys Store Credit for the amount of StoreCash that was used for your purchase.

Please remember - Store Credits issued as a refund for StoreCash expires in 10 days.

Yes, they do. In your StoreCash Digital Wallet you will find all the details about each offer to earn StoreCash. Details will include the offer’s expiry date.

When the offer expires it will automatically disappear from your StoreCash Digital Wallet.

To see the offer details and expiry dates - open your StoreCash Digital Wallet, on Android tap “ ⋮ ” and on Apple tap the More button “ i ”.

Yes of course! You can turn off notifications in your smart phone settings, however, turning off notifications means you won’t be alerted about new offers. You will have to manually check your StoreCash Digital Wallet for updates.

StoreCash offers have a Limit of One (1) StoreCash issued per customer Digital Wallet for each offer.

Customers may qualify to receive additional StoreCash through concurrent promotions provided all qualifications are individually met.

Yes you do!

As a Gold Service Extras member (that is, a customer who has purchased one or more Gold Service Extra plans from The Good Guys) your StoreCash Digital Wallet will be automatically upgraded to Gold Status.

Gold Status Digital Wallet holders get more offers and opportunities to earn StoreCash and extra StoreCash!

That’s easy – add a Gold Service Extras plan to your next applicable purchase at The Good Guys. Your StoreCash Digital Wallet will be automatically upgraded to Gold Status upon receipt of your purchase!

Don’t have a Digital Wallet yet? Sign up now here: StoreCash

The Good Guys StoreCash Digital Wallet can be removed from your Smartphone Wallet/Passbook by ‘removing pass’.

To see the instructions to remove the pass - open your StoreCash Digital Wallet, on Android tap “ ⋮ ” and on Apple tap the More button “ i ” and follow the instructions.

Yes. The Good Guys StoreCash is separate from your credit/debit card in your Apple Wallet/Google Wallet.

No, there is no charge to sign up for the StoreCash Digital Wallet, and no associated fees to use it.

No. You do not need to be connected to the internet to show your StoreCash on your Google Pay/Apple Wallet, however you do require internet connection to receive updates to your Digital Wallet including payments of StoreCash and to receive exciting StoreCash offers.

Yes, Google specify that you need to have a Gmail account to use Google Wallet.

Changing your phone will result in losing The Good Guys StoreCash.

However, your StoreCash account is linked to your mobile phone number – so if you swap phones but maintain your phone number any offers or StoreCash (that hasn’t expired) will still be in your Digital Wallet when you re-install your Digital Wallet.

Reinstating your Digital Wallet is easy. Simply use the sign-up form to confirm your details and follow the instructions to get set up to start earning again!

Your StoreCash Digital Wallet is linked to your mobile number, so if your mobile number changes unfortunately this means you will need to create a new StoreCash Digital Wallet.

We strongly recommend you spend any StoreCash or take advantage of any offers you have before you switch numbers, as we are unable to transfer these to your new Digital Wallet.

If you lose your phone, unfortunately you will lose any StoreCash that was previously held on your phone’s Google Pay/Apple Wallet.

If you accidentally remove The Good Guys StoreCash from your Apple Wallet/Google Pay, don’t worry! Reinstating your Digital Wallet is easy. Simply use the sign-up form to confirm your details and follow the instructions to get set up to start earning again!

Yes, you do! As a Gold Service Extras member (a customer who has purchased one or more Gold Service Extra plans from The Good Guys) your StoreCash Digital Wallet will be automatically upgraded to Gold Status.

Gold Status Digital Wallet holders get more offers and opportunities to earn more StoreCash!

Store Credit, now known as StoreCash, is the new way our Gold Service Extras Members are Paying Less Every day.

Gold Service Extras Members will now receive their 3x $20 Gold Service Extras Store Credits per year, as StoreCash directly into their Digital Wallet, along with other Member exclusive offers.

To make things easier, every Gold Service Extras Member has a unique Digital Wallet waiting for them to activate.

We think the upgrade will be worthwhile, but if you choose not to activate your Digital Wallet, you’ll continue to receive your remaining store credits via SMS or email.

If you purchase a new Gold Service Extras, your store credits will now be issued as StoreCash exclusively, straight to your Digital Wallet.

Yes, if you are a Gold Service Extras Member, your StoreCash Digital Wallet will be linked to your Gold Service Extras Membership, making sign up super easy!

Gold Service Extras Members get even more opportunities to earn StoreCash with exclusive offers.

All new purchases of Gold Service Extras (after 5th September 2022) will receive their 3 x $20 StoreCash per year of their plan via StoreCash.

Once you sign up for your StoreCash Digital Wallet, any existing active Gold Service Extras plans you may have will also convert to StoreCash giving you 10 days to spend.

If you choose not to opt in and download a digital wallet, you’ll continue to receive your remaining store credits via SMS or email. However, you’ll be missing out ongoing exclusive offers and StoreCash benefits.

Gold Service Extras Members now have more time to redeem! The default expiry for StoreCash to your Digital Wallet will be 10 days, rather than 5 days for Store Credits so you’ll have more time to spend your StoreCash!

If you want to stay up to date, make sure you opt in to receive notifications when offers or StoreCash are added to your wallet.

You can choose to have these switched on, so you don’t miss Offers or StoreCash that’s been added to your Digital Wallet. These notifications can be turned off at any time if you wish.

Please note: to activate your Digital Wallet you’ll need to agree to receive promotional material from The Good Guys via email and SMS, including offers that may not be exclusive to Gold Service Extras Members.

That’s easy – Follow the unique link inside your StoreCash Launch email or Sign Up on the StoreCash Sign Up page here:

As long as you Sign Up using the mobile number connected to your Gold Service Extras Membership, your Digital Wallet will automatically download with Gold Status.

Don’t have a Digital Wallet yet? Sign up now here: StoreCash

This could be one of 2 things:

1. We don’t have a valid email or mobile registered to your Gold Service Extras Member account. Update your details with us and manage your preferences here: https://www.thegoodguys.com.au/concierge-member-benefits
2. We may not have an active plan registered to your mobile number. You can become an active Gold Service Extras Member at any time by adding Gold Service Extras to any eligible purchase. Alternatively, we can help you via our Online Chat: https://www.thegoodguys.com.au/concierge-member-benefits

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.

Alternatively, you can chat to one of our friendly team members to discuss the product you need. Click here to find your local store number.

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. Click here to find the address of your local store.

We negotiate so you Pay Less, Every day. Head in store or call us on 1300 942 765, to discuss your pre-purchase price match.
You can find the number and address for your local store here.

To make a Gold Service Extras 30 Day Price Guarantee claim, you must have purchased a product with Gold Service Extras and lodged a claim within 30 days of your purchase date. We run checks on our competitors pricing daily, but from time to time our competitors change their pricing once these checks have been completed. This issue is usually fixed if you try again the next day. If you encounter further problems, feel free to message the Member Support Team by clicking here. For more information about our Gold Service Extras 30 Day Price Guarantee click here

The Good Guys does not have a national Layby policy - however many of our stores will take a deposit and hold a product for an agreed time frame. Click here to find your local store who can assist you.

For The Good Guys, doing the right thing means always striving to be better - and do better, which is why we are supporting this program. We recognise the important role business has to play in providing solutions, which will have a positive impact on our environment and in supporting those less fortunate in our community. We think this gives us all the best of both worlds - convenient collections from your home, with an environmental & social impact! We look forward to sharing reports with you on how many kilos of technology our customers have diverted from landfill and how many meals they have delivered to SecondBite.

E-waste is growing up to three times faster than general municipal waste across Australia. It covers a range of items including televisions, desktops, laptops, printers and mobile phones. Globally the amount making its way to landfill is increasing each year and is expected to pass 52 million tonnes per year by 2021. Electronic waste is responsible for 70% of the toxic chemicals found in our landfills and waterways, such as lead, cadmium and mercury. So yes, we’d say it’s a super significant problem - and with this program, we are now collectively all part of the solution!

The Australian Government estimates food waste costs the Australian economy $20 billion each year. Currently, 5 million tonnes of food ends up as landfill, that’s enough to fill 8,400 Olympic sized swimming pools. When organic waste is dumped into landfill, it undergoes anaerobic decomposition (because of the lack of oxygen) and generates methane, which is 25 times more potent a greenhouse gas than carbon dioxide. Meanwhile the latest figures reveal more than 5 million people in Australia experience food insecurity at least once in the course of a year. SecondBite exists to make sure that good food is getting to people who need it most, rather than to landfill. With Australia's recent bushfires and the COVID crisis, basic access to fresh food has become more important than ever before and impacts many people in every community.

Putting e-waste into your rubbish bin or any other receptacle destined for landfill is illegal in both Victoria and South Australia and other states are working towards this ban too. Over 90% of e-waste can be recycled to reclaim precious metals including gold, silver, platinum, tin, copper, nickel, cobalt, zinc and aluminium. Once in landfill toxic chemicals including lead, mercury, cadmium, barium & lithium leach into our soil & waterways causing decades of damage. Besides, now there is an easy way to have it collected from your home and feed people in need at the same time - so why wouldn't you?

SecondBite is Australia's largest fresh food rescue charity, redistributing fresh surplus food donated by farmers, wholesalers, markets, supermarkets, caterers and events to more than 1400 community food programs on the frontline of food poverty around Australia. They started more than ten years ago and now have operations in every state and territory of Australia. Last year alone, SecondBite rescued 19.4 million kilograms of nutritious food. That's 38 million healthy meals for vulnerable people, including homeless, E-Waste Recycling Program FAQ Page 2 of 5 women and families in crisis centres, youth at risk, indigenous communities, asylum seekers and new arrivals to Australia. Throughout Australia, SecondBite currently feed upwards of 110,000 people every day of the week. https://www.secondbite.org/.

PonyUp for Good is a social enterprise. They work with some of Australia's biggest businesses to turn retired technology into meals for people in need and have already diverted 170,000 kilos of technology from landfill and used its residual value to feed more than 350,000 people across Australia. The partnership with The Good Guys, and Ecoactiv is the first program of its kind, which provides a public service to turn technology into meals for those in need. You can read more on the PonyUp for Good website. https://www.ponyupforgood.com/.

Ecoactiv combines technology and reverse logistics to offer consumers a better way to give their old items, new life and participate in enabling a circular economy. The brand is part of The Activ Group, which is the largest independent supply chain and sustainability provider in Asia Pacific, focusing on full product lifecycle. The company works with brands, retailers, manufacturers and councils to design, implement and manage product stewardship and recovery solutions across all categories - from electronics to paint and more. You can learn more about Ecoactiv via the following links:
www.ecoactiv.com.au, www.activgroup.io.

emeals is an exciting new collaboration between the team at Ecoactiv and the team at PonyUp for Good. It is the first program of its type - turning your old electronics into fresh meals!

Ecoactiv offer a wide range of product recycling everything from electronics, to paint and furniture. As part of the initial launch period, you can have any item with plug, cord or batteries collected and recycled -many of them FREE OF CHARGE for a limited time. Please visit emeals for a full list of items you can have collected.

Simply:
1. Via this link go to the EcoActiv website
2. Create a list of all the items you want to recycle on the Ecoactiv platform
3. Enter where these items are located
4. Choose to have everything picked up or customise your own disposal service
5. Enter when you want it picked up or when you intend on dropping it off
6. Check out and wait for the labelling instructions which will be emailed to you

Gold Service Extras Members have exclusive access to the Member Support Team. The Member Support Team operate 9am-6pm Monday to Friday and Saturday 9am-5pm, excluding National Public Holidays AET. Our team will be happy to assist with any problems you are having with your product. For more information on how to contact your Member Support Team please click here.

Yes, we offer a number of installation services. Please visit our Home Installation page or contact the Installation team or your local store for more information.

Websites can send you pop-up messages within a web browser (Chrome or Firefox on a mobile or desktop) featuring product information when you have the browser open. The Good Guys sends messages about latest offers, price and in stock alerts we think you might be interested in. You can opt in or opt out of these notifications via the browser settings.

The Good Guys will send you an initial pop-up message when you’re on our website asking if you want to allow or block notifications from us. When you select Allow, this will subscribe you to receive notifications from The Good Guys. You will only start to receive messages from us within your browser after allowing them, and you can change this setting at any time.

No hard feelings – if you want to opt out of our notifications, just follow the below steps. Please note: the steps required to opt-out from browser notifications will vary depending on the type of browser you are using (Chrome or Firefox) and the type of device you are using (web browser or mobile browser).

Google Chrome

Instructions to unsubscribe from Chrome Push Notifications on desktop:

1. On your computer, open Chrome.
2. At the top right, click More Settings.
3. Under "Privacy and security," click Site settings.
4. Click Notifications.
5. Choose to block or allow notifications:

   -   Allow or Block all: Turn on or off Sites can ask to send notifications.

   -   Block a site: Next to "Block," click Add. Enter the site and click Add.

   -   Allow a site: Next to "Allow," click Add. Enter the site and click Add.

   -   Allow quieter notification prompts: Allow sites to ask to send notifications, then click Use quieter messaging (blocks notification prompts from interrupting you).

Instructions to unsubscribe from Chrome Push Notifications on mobile (Android):

1. Open Chrome on your Android device and go to the ‘Menu’ by clicking on the menu icon in the top right of the page.
2. Go to the ‘Settings’ page by clicking on ‘Settings’ from the Menu.
3. Go to ‘Site Settings’ by clicking on ‘Site Setting’ on the Settings page.
4. Go to the ‘Notifications’ tab and you will see all the websites whom you have permitted to send you notifications. To unsubscribe from notifications from The Good Guys, select the URL thegoodguys.com.au.
5. Click on ‘Clear and Reset’. Once done, a pop up will confirm if you want to reset the permissions.
6. Click on ‘Clear and Reset’ in this pop-up and you will no longer receive notifications from this website.

Instructions to disable Push Notifications on your mobile (iOS):

1. Open your Settings app.
2. Tap Notifications on the left-hand side of your screen.
3. Swipe up until you see a list of your apps.
4. Find the app/web browser you want to turn off notifications for and tap it.

Safari

In the Safari app on your Mac, do any of the following to opt out of web notifications:

  -   Stop receiving notifications from Safari:

1. Open Safari
2. Click Preferences
3. Select Websites
4. Select Notifications, then find The Good Guys website in the list, then select Deny.

  -   Change how website notifications appear:

1. Open Apple menu
2. Select System Preferences
3. Click Notifications & Focus, then select Safari on the left – you can change the Safari alert style and other settings on the right.

  -   Stop seeing requests for permission to send you notifications in Safari:

1. Open Safari
2. Click Preferences
3. Select Websites
4. Deselect “Allow websites to ask for permission to send push notifications”.
5. From then on, when you visit our website, you will no longer be asked about notifications.

Firefox

Click on the grey padlock next to The Good Guys site address to bring up the site information panel, find the Send Notifications permission and click the X next to Allowed to remove the permission.

You’ll now be unsubscribed from our browser notifications and won’t receive the Firefox push notification from our site.