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 computer, open photos.google.com.
  2. On the left, click Print store .
  3. Under "Past orders," select the print order you want to contact us about.
  4. On the order details page, click Contact support.

Cancel your order

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

  1. On your computer, go to photos.google.com.
  2. On the left, click Print store .
  3. Under "Past orders," select a Photo print.
  4. To cancel an order, click Cancel order.

Check delivery dates

If you want to know when your order should arrive, check your tracking information and estimated delivery date.

  1. On your computer, go to photos.google.com.
  2. On the left, click Print store .
  3. Under "Past orders," select a Photo print.
  4. Under "Order info," 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 computer, go to photos.google.com.
  2. On the left, click Print store .
  3. Under "Past orders," select the order you want to contact us about.
  4. On the details page, click contact support.
  5. To get help from a support agent, 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 computer, go to photos.google.com.
  2. On the left, click Print store .
  3. Under "Past orders," select an order.
  4. Click More More and then Download PDF.

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

Archive an order

  1. On your computer, go to photos.google.com.
  2. On the left, click Print store 
  3. Under “Past orders,” select a past order.
  4. At the top right, click More More and then Archive.

Reorder past orders

  1. On your computer, go to photos.google.com.
  2. On the left, click Print store
  3. Under “Past orders,” select an order.
  4. Click 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. Click 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. Click Next step.
    • You’ll find resources that may help with your issue. 
  5. If this doesn’t resolve your issue, for contact options, click 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. Click Submit and a Google expert will respond within 24 hours.

Tip: Some account and system info are sent to Google. Support calls and chats may be recorded. We’ll use this info to improve support quality and training, to help address technical issues, and to improve our products and services, subject to our Privacy Policy and Terms of Service.

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