If you purchased using your The Good Guys online account, you can always log in to My Account page to access your order status. If a different email address/mobile was used, you can still be able to access the order status from the SMS/email we sent by verifying your details. Need further assistance from us? Feel free to reach out to us by clicking the blue chat bubble located in the bottom right corner of the page. Upon placing an order with us we’ll provide you with a digital invoice link that you’ll be able to use to track the status of your order at any time. To check on your order, please access this link directly, or alternatively, you can access My Account to view your transactions. To access My Account , you’ll need to create an account if you have not previously. Request a copy of your Tax Invoice or Docket For recent transactions where you provided all your contact information at the time of sale, you can access a copy of your tax invoice via the digital invoice link sent by SMS or email. Alternatively, you can sign into the My Account page at any time to view your tax invoice—just make sure to use the same contact details you provided when placing the order, along with a one-time password. The My Account page stores all your order history linked to those same contact details for up to 24 months. For in store purchases that did not contain your contact information or are not recent, please visit your store of purchase to request a copy of your docket. You will be required to show your ID and have the transaction date in order for us to search for an old tax invoice. For any online transactions that cannot be found, please complete this form. Please note, if your transaction was not online or you do not have all of the information required on the Invoice or Docket Enquiry form will not be able to provide your tax invoice. We take our customer privacy seriously, and for this reason, docket and invoice requests can only be sent to the contact details provided for that order. Depending on your order type, the delivery process may vary: For in stock products, your preferred delivery date can be selected in the cart at time of sale. For in stock products, your preferred delivery date can be selected in the cart at time of sale. If your product is not in stock at the time of sale, delivery date selection wasn’t available in the cart, or you are not ready to select a delivery date at time of sale, you’ll be sent an SMS to select your preferred delivery date once your Big and Bulky product is ready for shipment. This can also be selected by accessing your digital invoice from the link in your SMS. If your product is not in stock at the time of sale, delivery date selection wasn’t available in the cart, or you are not ready to select a delivery date at time of sale, you’ll be sent an SMS to select your preferred delivery date once your Big and Bulky product is ready for shipment. This can also be selected by accessing your digital invoice from the link in your SMS. Once a date has been set, you can update a delivery date in the same way, prior to the scheduled delivery date. Once your delivery is confirmed on the day prior to delivery, delivery date changes are not possible, please contact us by clicking the blue chat bubble located in the bottom right corner of the page. Once a date has been set, you can update a delivery date in the same way, prior to the scheduled delivery date. Once your delivery is confirmed on the day prior to delivery, delivery date changes are not possible, please contact us by clicking the blue chat bubble located in the bottom right corner of the page. Delivery & Home Services Home Services sold online do not include delivery to allow you to manage delivery and installation independently. If you purchase installation from The Good Guys Home Services we typically schedule the installation to occur on days following your selected delivery date. If the delivery date is not known at the time of sale, you can arrange a new date with your service provider by accessing the Home Services Job tracker or contacting them with the details provided in your Home Services Confirmation. Please note that you can schedule delivery and service dates independently, but you should ensure your service is not scheduled on or before your product delivery date as the product needs to be available for installation. Delivery & Home Services Home Services sold online do not include delivery to allow you to manage delivery and installation independently. If you purchase installation from The Good Guys Home Services we typically schedule the installation to occur on days following your selected delivery date. If the delivery date is not known at the time of sale, you can arrange a new date with your service provider by accessing the Home Services Job tracker or contacting them with the details provided in your Home Services Confirmation. Please note that you can schedule delivery and service dates independently, but you should ensure your service is not scheduled on or before your product delivery date as the product needs to be available for installation. Home Services sold online do not include delivery to allow you to manage delivery and installation independently. If you purchase installation from The Good Guys Home Services we typically schedule the installation to occur on days following your selected delivery date. If the delivery date is not known at the time of sale, you can arrange a new date with your service provider by accessing the Home Services Job tracker or contacting them with the details provided in your Home Services Confirmation. Please note that you can schedule delivery and service dates independently, but you should ensure your service is not scheduled on or before your product delivery date as the product needs to be available for installation. For supplier-delivered items, the supplier will contact you directly with delivery updates and tracking information. For any queries or changes to those delivery arrangements please contact the supplier directly. For supplier-delivered items, the supplier will contact you directly with delivery updates and tracking information. For any queries or changes to those delivery arrangements please contact the supplier directly. Frequently Asked Questions Want to Create or Manage Your Online Account? Creating an account with us makes checkout faster. You’ll also be able to view your order status, access your purchase history, and claim bonus offers. Prefer not to create an account? You can still complete your online purchase as a ‘guest’. The Good Guys has two websites: The Good Guys website , and the other is The Good Guys Commercial website :

Please note: The Good Guys Commercial website and accounts are separate from The Good Guys retail website. Please note that the same email address can only be used to create an account on one of these websites. You can reset your password by entering your email address on the “Forgot your Password” page. A reset link will be sent to your email. If you still haven’t received your password reset email: If you still haven’t received your password reset email: Check whether you are on the correct website (commercial website or The Good Guys website). Check whether you are on the correct website (commercial website or The Good Guys website). Ensure that you provided the correct email address. Ensure that you provided the correct email address. If you are still unable to log into your account, you may try registering a new account with a different email address. If you are still unable to log into your account, you may try registering a new account with a different email address. Haven’t Received Your Order Confirmation Yet? You should receive an Online Order Confirmation email and an SMS within 24hrs of placing your order. This confirmation includes a summary of your order and important information on next steps, support and tracking. Please let us know straight away if any information in that confirmation is incorrect. If you did not receive your Online Order Confirmation email, please: Check your Spam/Junk folder. Check your Spam/Junk folder. Confirm that you have placed your order using the correct email address. Confirm that you have placed your order using the correct email address. If you still require assistance, please contact us by clicking the blue chat bubble located in the bottom right corner of the page. If you still require assistance, please contact us by clicking the blue chat bubble located in the bottom right corner of the page. Can I delay my delivery for my online order? If your Big and Bulky scheduled order has not been dispatched yet it may be possible to delay your order, up until your order has been prepared for dispatch. You can check this by following your digital invoice tracking link to modify your delivery date. If you’re no longer able to receive a Big & Bulky delivery on the scheduled date and unable to modify the date, please contact us by clicking the blue chat bubble located in the bottom right corner of the page. Unfortunately, we’re unable to delay fulfilment of parcelised orders. If you are unable to take immediate delivery of your parcelised product you may prefer to use our Click and Collect service. Need to Update Your Click & Collect Order? 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. Please note refunds will take 3 - 5 business days to process back into its original payment methods. What if an item on my Click & Collect order is out of stock? 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 prepared 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, we will contact you to make alternative arrangements as soon as possible.