FAQS


Why do we have to purchase from you? It wasn't our choice

In short - you don't have to purchase from us. Often, schools choose to work with JB Hi-Fi Education Solutions to help parents get better access to competitively priced devices, education software, accessory bundles, insurance options, onsite repairs, and interest free finance. Our pre-set portals also help take the guess-work out of your purchase.

How do I know which device to buy for my child?

Everything you see on your school’s portal has been selected and approved by your school for your child’s study. We recommend considering price, anticipated storage needs, and device performance when making your decision.

For more assistance with your purchase, we recommend visiting our ‘Get Started’ page: https://www.jbeducation.com.au/byod/?content=getstarted

What payment options do you accept?

There are three payment options available for your BYOD purchase.

Credit Card, BPAY, and our 12 Month Interest Free Finance option via Once Credit.

You can elect to pay 'upfront' by credit card (Visa & Mastercard). Unless otherwise stated, full payment will be taken from your card when you select this option during checkout.

For BPAY payments, you can pay for your student's device direct from your bank account. We will provide you with our biller code and a reference number to use if you select BPAY as your preferred payment option. We do not accept BPAY payments via credit card.

We also offer an interest free option via Once Credit. To apply for interest free, you will be able to complete an application through the BYOD Online Portal when you select Once Credit during checkout. Once Credit is provided by Flexi Group, our Finance provider.

We do not offer interest free payments from other companies (GEM Visa/GO Mastercard etc.)

Can I pay for my BYOD order with JB HI-FI Gift Cards?

Unfortunately, at this time we are unable to accept JB HI-FI Gift Cards as a payment method for your BYOD order. We are working towards adding them as a payment method in the future and apologise for any inconvenience this may cause in the meantime.

Can I choose a different colour for my child’s device?

Unfortunately, no. In order to provide our special BYOD Education pricing we have had to limit the product options available. This means we are not able to offer other colour options for your purchase.

I’ve changed my mind/made a mistake. How can I cancel my order?

If you need to cancel your order for any reason, please contact our BYOD Customer Service Team.

You can submit a request in writing via the Contact Us button at the bottom of the page. Our team will respond to your request as soon as possible.

Alternatively, you can call our team directly on 1300 730 548 (Option 1), during business hours (AEST).

When will I be able to pick up my order?

We understand you may be anxious to receive your order, so we provide an Estimated Timeframe of Availability for each product to assist with your selection. You can find this information just below the listed price of the device in your school’s portal. Please be aware that all devices are shipped from our warehouse, and are not eligible for ‘Click and Collect’ in-store.

If you’d like to check the status of your order, you can do so on our homepage (www.jbeducation.com.au/byod). You will be able to 'Check Your Order' by entering your order number and the email address you submitted when you placed your order.

If I have two or more children at the school, do I need to place a separate order for each child?

Yes, you will need to successfully complete an order for one child first. You will then receive an 'Order Confirmation' notification on the screen and be given an option to 'Place Another Order' at the same School. Some of your personal details will be retained so you will not have to re-enter them.

What software is required?

Your school decides what software they require. Sometimes software is included as part of the agreement with the School. Get in touch with your school for more information about software requirements. 

My child’s device has been Damaged/Lost/Stolen, what do I do?

If you have purchased Insurance coverage with your order, but are unsure of how to submit your claim, please contact our Customer Service Team using the Contact Us button at the bottom of the page. They will gladly point you in the right direction for support.

If you know who your coverage is through, but are unsure of how to reach them, please visit our support page: www.jbeducation.com.au/support.

My child’s device is having technical problems, what do I do?

It’s always very stressful when technology doesn’t work the way it should. That’s why we aim to make it as easy as possible to have your child’s device assessed/repaired.

Often, the best resolution is to bring your device to your school’s IT department. Staff will assess the device, and if necessary, they can assist in lodging a warranty claim on your behalf.

If this is not possible, we suggest contacting the manufacturer directly for assistance.

We recommend visiting our Support Page (www.jbeducation.com.au/support), where you will find contact information for each supplier, as well as policy information for your coverage.

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired.

Of course, if you prefer, you can contact our team directly for assistance on 1300 730 548, or via our Contact Us form selecting the Warranty/Repair/Returns Enquiry option. 

I forgot to purchase Extended Warranty/Insurance. Can I buy this now?

Unfortunately, you cannot add Warranty/Insurance to an order after it has been placed.

However, if you have already placed your order and would like to add or change Warranty/Insurance coverage, you can request to cancel your existing order, and create a new one with the desired coverage included. If your order has been shipped or is due to be shipped out within the next few days, it may be too late to cancel.
To discuss your options, please contact our Customer Service Team via the Contact Us button at the bottom of this page.
For Insurance Coverage on orders that are shipped or are due to be shipped, please contact 'Virginia Surety Company' for assistance.
Ph: 1300 786 225
Email: insurance@thewarrantygroup.com
Website: www.claimstwg.nua.com.au
For policy enquiries you can contact: vscau@thewarrantygroup.com

I’d like to buy a case but I’ve already placed my order, how can I buy one from you?

If you forgot to choose an accessory to your order, we are unable to have one added to your purchase.

The good news is that we offer a limited selection of accessories for purchase via our open portal.

Please contact our Customer Service Team to find our more via the Contact Us button at the bottom of this page.

How do I know my credit card details are safe?

We use an industry standard platform to transact all credit card payments. It is a highly secure system and all details submitted are encrypted. We do not retain any credit card numbers and your information is safe.

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