Frequently Asked Questions

Shopping Online - Fast, Easy, Safe & Secure

What is 'My Account'?
By starting an account, you will be able to customize and save your searches, review your order history, as well as ensure that the site remembers your shipping details. This will save you time retyping them at your next purchase. You can choose to register an account at any time. You can see a complete order history as well as other account information by logging in to ‘My Account’.
If your question has not been answered from these FAQS, please visit our ‘Contact Us’ page. Simply contact our Customer Support Team on 1300 853 631 in business hours or via email to customer.support@wowsightandsound.com.au
How do I order online?
The online store has been designed to make your shopping fast, easy, safe and secure. To login simply follow the link to your account at ‘My Account’. Alternately you can complete your purchase in our "Guest Check Out" mode without creating an account.
I am having issues with using my credit card on your site:
Credit cards can be tricky sometimes, so before getting in contact about a credit card issue, please check the available funds on your card. Please check the expiry date and that you have entered the correct number and verification code from the back of your card. If all these items seem to be correct, please contact our Customer Support Team on 1300 853 631 or via email to customer.support@wowsightandsound.com.au
How do I place an order?
  • 1. Browse the website and add any items you wish to purchase and click ‘Add to Cart’
  • 2. Continue shopping, and when you have finished selecting items, click ‘Proceed to Checkout’ to finalise your purchase
  • 3. Log in to your existing account or create a new account
  • 4. Enter the shipping address
  • 5. Select the shipping method to be used to delivery your order
  • 6. Enter the payment type
  • 7. Enter the credit card details if you are paying by MasterCard or Visa via our secure website
  • 8. Review the order details and click ‘Place Order’ if you are paying by credit card
  • 9. ‘Pay with PayPal’ - log in to your PayPal account
  • 10. You will receive an email confirming your order once payment is successful
  • 11. An email will then be sent to confirm dispatch and tracking information for your reference
How do I update my account details?
You can change your shipping address as well as other account information such as your contact number and password by logging in to ‘My Account’.
How do I find the product that I want?
There are several ways to navigate our site. You can select an item from a department, then drill down into categories from a product platform or even by price range. On every page we also have a search box so you can enter any search term to locate the product you are looking for.
What forms of payment do you accept?
Accepted credit cards: Visa, Visa Debit, MasterCard, Debit MasterCard, American Express thru PayPal and PayPal. You can securely enter your entire credit card number via our secure website.
Shop online with confidence. WOWSightandSound.com.au take every precaution to ensure your online shopping experience is safe and secure, so you can shop with complete peace of mind.
Have a PayPal account? Log in to your account to pay, using your debit or credit card or bank account you have with PayPal (and still earn your reward points). Safe and Secure with PayPal.
Please note that WOW Sight & Sound Gift Cards issued prior to 01/05/2012 are not redeemable.
How long does it take for payment to be confirmed?
Our policy is not to ship orders until payment & shipping details can be confirmed. Most orders are processed and dispatched within 48 to 72 business hours after an order has been received. Most orders are confirmed as soon as a successful transaction is recorded. Procedures are in place to ensure the highest level of security when ordering with WOWSightandSound.com.au. You may be contacted by our Order Verification team to confirm details prior to the processing of your order.
Can an order be changed once it has been submitted?
We can make changes or cancel orders that are yet to be approved by our administration team but not beyond this point. In order to make changes it is important that you contact us via our email customer.support@wowsightandsound.com.au or call us on 1300 853 631 between the hours of 8.00am to 8.00pm AEST, Monday to Friday.
Do you offer bulk pricing?
At WOWSightandSound.com.au we will always try and offer the best possible price for our customers who are purchasing large quantities with us. If you would like a quote for a large quantity order, please send an email to customer.support@wowsightandsound.com.au and one of our friendly team will be in contact to offer the best price available.
Do your prices include GST?
Australian Goods and Services Tax (GST) is applied to all orders and is clearly visible on all Tax invoices.
Do you supply a tax invoice?
WOWSightandSound.com.au is committed to ensuring the integrity of your manufacturer's warranty so we always supply a Tax Invoice with the order. Please ensure that you keep your original Tax Invoice as your proof of purchase. If your Tax Invoice is missing or has been misplaced please notify us by email via customer.support@wowsightandsound.com.au with all your contact information.
Please note that tax invoices for purchases made from WOW Sight & Sound stores prior to 01/05/2012 are not available.
How do I redeem a coupon?
Once you have chosen the item you wish to purchase you can proceed to the checkout. During the checkout process, prior to entering payment details, there will be a asking for a Discount Certificate Code which you will need to enter your coupon number into. By entering the code for the coupon in this box, you order value will be reduced by the amount remaining on the coupon.
Please note that WOW Sight & Sound Gift Cards issued prior to 01/05/2012 are not redeemable. Only coupons issued after the 01/05/2012 can be utilised in this process and are subject to expiration period.
Is the personal information I enter secure?
We strive to make your shopping experience as easy as possible in a safe and secure environment. For peace of mind, we do not store credit card details on any of our servers, which themselves are protected using the best-practice software and networking technologies. PayPal uses the industry's most secure data encryption technologies and physically secure servers that aren't connected directly to the Internet.
Can I order an item that is out of stock?
We make every effort to ensure that we have stock available of all the items displayed on our website. However, if there has been an unanticipated high sales volume on a particular item and we are unable to send the item straight away it will be "back ordered". If your item is back ordered, there will be a slight delay in shipping and we ask customer to allow between 1 to 10 business days for dispatch to take place.
In an effort to ensure that all orders are handled efficiently and accurately, the web store will only allow you to place order for stock that is available. Should an item be marked as out of stock or unavailable we encourage you to visit our online store at a later date.

Delivery & Shipping

How is postage calculated?
Shipping charges are based on the shipping method selected and charged as a flat rate per order*. When you shop across our family of sites, with one easy checkout, it's easy to save on shipping.
Standard Shipping: $9.95*
Express Shipping: $14.95*
*Estimated flat rate shipping charges for 97% of residences. Some remote areas incur a flat rate surcharge per order for specific products (heavy and/or bulky items).
Do you ship internationally?
WOWSightandSound.com.au only ships orders within Australia
How long does dispatch and delivery take?
Most orders are dispatched within 24 to 48 business hours after receiving payment. Our policy is not to ship orders until payment can be confirmed. We will dispatch your order as soon as payment is confirmed by the payment method provider. Most orders are confirmed as soon as a successful transaction is recorded.
We ship goods Monday through Friday and we do not ship on Australian statutory holidays. All shipping times are dependent on product availability. Once your item is dispatched, delivery time is dependent on where your order is being delivered to and the carrier used to transport your order.
All deliveries are shipped by national courier services. They will need to be signed for by the recipient and tracking information will be available.
Due to circumstances beyond our control we may not be able to deliver to remote areas during the wet season, due to weather related restrictions or during road closures.
How do I track the status of my order?
Once your order has been dispatched, you will receive an email from us detailing the online tracking details for your order. You can also track the status of your order via the My Account section of our website.
Online Tracking: Once your order has been dispatched, you will receive an email from us detailing the online tracking details for your order. You may need to allow up to 48hrs after the dispatch date for any carrier scanning's to be displayed on their online tracking facility.
For more information on the tracking of your order, please email our Customer Support Team at customer.support@wowsightandsound.com.au
I think my item is lost in transit, what should I do?
If you believe that your item is lost in transit, please contact us within 14 days of shipment so that a replacement can be sent as soon as possible. In order to confirm that an order has in fact been lost, we must wait until the maximum delivery period has expired before replacing your order. At this time it is essential to confirm that the correct shipping details were provided at the time of placing the order.
What happens if I am not home to receive my goods?
All deliveries need to be received and signed for by an individual. It is for this reason that we encourage you to provide an address that will have someone available for the delivery. This may be your home address or your work address for example.
If for some reason the address is unattended, the courier will leave a notice in your letter box advising that the parcel is ready for collection, and with all relevant contact details.
Can I order and pay online but then collect from your warehouse?
In the interest of ensuring that all customers receive the right product, at the right address, at the right time it is our policy not to allow customer collections.
If you require special assistance with the delivery of your order please email us at customer.support@wowsightandsound.com.au and we will endeavour to help in any way.
Stock Availability
All stock availability represented on our website or by our Customer Support Team is accurate in accordance with our current stock levels with each supplier or manufacturer. However, these stock levels are subject to change without notice.
If for any reason we cannot supply a product you have ordered, we will inform you. As agreed with you, we will amend, cancel, or put your order on back-order. If you choose to put your order on back-order, we will keep you updated, and arrange delivery once the product is available.
What does 'Pre-Order' mean?
This item is not yet released, however you can place a pre-order to secure a copy. We endeavour to ship pre-order titles before the release date to allow delivery time but with selected titles and suppliers this is not always possible.
What does 'In Stock' mean?
'In Stock' means that at the time of browsing there is stock available to fulfil an order. However if your order consists of multiple units of one title; or another customer has the same item in their basket and reaches the checkout earlier, the in stock message may be incorrect. If you have any enquiries on our in stock position contact our Customer Support Team on 1300 853 631 or via email to customer.support@wowsightandsound.com.au and our friendly team can answer any questions.
WOWSightandSound.com.au makes every effort to fulfil all orders placed. However, we cannot guarantee the in-stock position at any of our suppliers and occasionally we are informed a title is no longer available. If this is the case we will notify you via email and remove the title from the website.
Splitting Orders
Combined orders may automatically be split into two or more shipments. Occasionally where goods are supplied from more than one supplier, the order may be split and shipped separately. Customers will be advised of the split item dispatch via email. In these cases WOWSightandSound.com.au will cover any extra delivery costs.
What is your Return Policy for WOWSightandSound.com.au?
You can find our Returns Policy Here - Refunds & Returns Policy 2014
What do I do if the item received is not what I ordered?
If you have received your order and it is not what you ordered please call our Customer Support Team on 1300 853 631 in business hours or lodge a return request via email to customer.support@wowsightandsound.com.au with all the information regarding your order.
One of our friendly team will get in contact with you to organise the return of the incorrect item to our return address and we will take care of the rest.
How do I return items which are faulty or damaged?
Firstly we need to know if your item has obtained damage or is indeed faulty. Damaged items are items that have sustained some sort of physical damage while in transit from us to you. We will replace any damaged items that are confirmed to be damaged by us, if they are reported within 14 days of receipt.
If your item is damaged, please notify us by calling our Customer Support Team on 1300 853 631 in business hours or via email to customer.support@wowsightandsound.com.au with all the necessary information. A Customer Support Team Representative will respond by the next business day and advise the next steps. N.B. you may be required to email some pictures of the damaged item and packaging through, so please do not discard any packaging.
Faulty items are those that are not damaged in any way, however are not operating properly, have a manufacturing fault, or develop a fault within the manufacturer's warranty terms. Sometimes, product faults can be easily resolved via product troubleshooting.
If the manufacturer advises that your item is faulty, they may issue a reference number so you can request a replacement/repair from us. If your item is faulty, please notify us by calling our Customer Support Team on 1300 853 631 in business hours or via email to customer.support@wowsightandsound.com.au with all the necessary information.
How do I contact the manufacturer to troubleshoot my product?
Simply contact the relevant manufacturer direct. You will require your invoice as proof of purchase. If your appliance requires servicing, you will be required to take it to your nearest approved service agent. Click here for manufacturer’s contact details
All stock from WOWSightandSound.com.au is ordered directly from the manufacturer in Australia and comes with the appropriate compliances, support and warranty. All products are new, and will come with the original manufacturer’s packaging.
Contact our Customer Support Team on 1300 853 631 in business hours or via email to customer.support@wowsightandsound.com.au and a Customer Support Team Representative will respond by the next business day and all necessary contact information and advise you of the next steps.
Please note that tax invoices for purchases made from WOW Sight & Sound stores prior to 01/05/2012 are not available.

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    Barbara SA
    Just to say many thanks for delivering my dvd (Rodgers & Hammerstein Collection) delivered quickly and your service is excellent.
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    Micaela - QLD
    I have today received my order from your Shop. Thank you so very very much for your express delivery, it will definitely make my mother's Christmas...
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