Troubleshoot problems with your home delivery order

Important: You can talk to a Google expert to help with your Print Store purchases like canvases, photo books, and photo prints.

You can cancel your order up to 2 hours after you place it. Canceling after 2 hours requires contacting support. If you want to update the shipping address on your order, contact us as soon as possible. To report a missing or damaged order, you can also contact support.

Get help with an order

Change your shipping address

To change your shipping address before we ship your order, contact us.

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under "Past orders," select the order that you want to contact us about.
4. On the order details page, tap contact support here.

Cancel your order

You can cancel your order up to 2 hours after you place it.

1. On your Android phone or tablet, open the Google Photos app .
2. On the left, tap Print store .
3. Under "Past orders," select the order that you want to cancel.
4. Tap Cancel order.

Check delivery dates

Orders are only delivered within the estimated delivery dates. If you want to know when your order should arrive, check your tracking information and estimated delivery date.

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under "Past orders," select a Photo print.
4. Under "Track package," find your tracking number and estimated delivery.

Report a missing or damaged order

If your order didn't arrive within the expected delivery window or you received a damaged item, contact us. Damage includes ink spots, ripped pages on photos books, high-contrast spots, or banding on photo prints.

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under "Past orders," select the order that you want to contact us about.
4. On the details page, tap contact support.
5. Follow the on-screen instructions.

If the link isn’t available, find your confirmation email, or receipt from your package. Another "contact us" link is available there.

More you can do 

Check your PDF for differences

To make sure that you didn’t submit your order with issues in it, check your PDF.

We may not be able to help you if your PDF has any of these issues:

• No title or an incorrect title
• Incorrectly cropped photos or cover
• Missing, duplicate, or out of order pages
• Photos flagged as low resolution before purchase

To view and download the PDF:

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under "Past orders," select a photo book.
4. Tap More   Download as PDF.

If there are issues in your order that aren’t in your PDF, contact us.

Archive an order

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under “Past orders,” select a past order.
4. At the top right, tap More   Archive. 

Reorder a past order

1. On your Android phone or tablet, open the Google Photos app .
2. At the top left, tap Print store .
3. Under “Past orders,” select an order.
4. At the top right, tap Create a new draft.

Get more help 

Important: You can talk to a Google expert to help with your Print Store purchases.

From your order details, to connect with a Google expert:

1. Tap Contact support.
2. In 100 characters or less, enter what you need help with.
3. Select a description of the issue that gets generated automatically. 
   • If your issue doesn’t appear, select Other.
4. Tap Next step.
   • You’ll find resources that may help with your issue. 
5. If this doesn’t resolve your issue, for contact options, tap Next step.
   • Contact options provides you with a template to fill out. 
   • For our Google expert support team to help you, provide your: 
     • Contact info like email address or phone number 
     • Order number along with a description of the issue you encountered. 
     • Photo (Optional)
6. Tap Submit and a Google expert will respond within 24 hours.

Related resources

• Troubleshoot problems with photo prints picked up in-store.