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Frequently asked questions

Basics

What is Purchases on Google?

Purchases on Google is a way to quickly and easily order items from popular retailers.

When you search for a product on Google, you might see a “Buy on Google” option in the listing. If you tap on one of these items, you'll be able to learn more about the product and then easily place your order.

Some stores are also available through Google Express.

What is the purchase protection plan?

Your order is automatically protected when you use the “Buy on Google” option to purchase an eligible item through Purchases on Google.

Learn more about Purchases on Google Purchase Protection.

What does Google do with my information?

To learn more about what Google shares with the retailer, visit our Purchases on Google Terms of Service page

How do I contact Google about my order?

Contact us with any questions or concerns. We’re always happy to help!

Place your order

I'm having trouble checking out, can you help?

Contact us or visit Google’s payments service Help Center for more information about updating your payment and shipping details.

How do I update my payment or shipping information?

You can easily update your information when you sign in to your account at payments.google.com

  • Select Payment methods to add, remove, or edit a credit card.
  • To add, edit, remove or set a default delivery address select the Address book.

Visit Google’s payments service Help Center for more information. Of course, contact us with any additional questions.

Manage your order

I just ordered. How do I find the retailer's contact information?

In many cases, the contact info for the retailer's customer support may be on the Google order confirmation email. You can also find contact information directly on the retailer’s website. 

Still having trouble? Don’t hesitate to contact us if you need help finding the retailer’s contact information - we’re happy to pass it along. 

How can I track my order?

You can reach out to the retailer directly for your tracking information. The retailer’s contact information may be on the Google order confirmation email, or you can find it on the retailer’s website.

Can’t find the retailer’s information? Contact us.

How do I make changes to my order?

You’ll have to reach out to the retailer directly to make changes to your order. Their contact information may be on your Google order confirmation email or you can find it on the retailer’s website. 

Can’t find the contact info? No worries - you can also contact us and we’d be happy to send you their contact information. 

How do I cancel my order?

You can cancel it yourself directly from your smartphone for a short period of time after an order is placed. Simply tap the Cancel order button on the order confirmation screen to cancel your order. 

Can’t cancel it on your smartphone anymore? Reach out to the retailer’s support team directly for help canceling your order.

Feel free to contact us if you need help finding the retailer’s contact information - we’re happy to pass it along. 

Returns & Refunds

How do I return my order?

Retailers have varying returns policies, so you’ll want to reach out to them directly with any questions. Check your Google order confirmation email or the retailer’s website for contact information. 

Need more help? Contact us.

Uh oh! Something's wrong with my order

I have an issue with my order. Can you help?

You’ll have to reach out to the retailer directly about any issues with your order. Their contact information may be on your Google order confirmation email, or you can locate it on the retailer’s website.

Not to worry - if you’re still having trouble, feel free to contact us.