For help on common issues with your Google Store order, check out this guide.

Common questions about new orders

 

Pixel Referral program

What is the Pixel referral program?
  • Eligible users who received a single-use code through email can refer a friend to purchase a Pixel 6a, Pixel 7, or Pixel 7 Pro from the Google Store.
  • Both users receive $100 promotional codes through email within 4 weeks after the order ships.
  • Referral codes must be redeemed by June 30, 2023.

To redeem the referral code:

  1. Visit the Google Store website.
  2. Sign in with your Google Account.
  3. Add a Pixel 6a, Pixel 7, or Pixel 7 Pro to your cart.
  4. Enter the referral code as a promo code during checkout.
Who can participate in the Pixel referral program?
Only users who received a single-use code through email are eligible to receive and share the code.
When will I receive my Pixel discount code?
You'll receive a $100 coupon code within 4 weeks after the order ships.
Can I refer multiple people with the Pixel referral program?
  • You can only refer one person at a time with a single use per code.
  • A new referral code is sent after the order ships. It can take up to 7 business days before you get the new code.
  • You can receive up to 10 unique referral codes.
Why doesn’t my Pixel referral code work?
The single-use code you received may have been redeemed by someone else.

Gift offer or Store credit promo

Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?
How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country or region?

Promotions vary by country, and different offers are available in different regions around the world. Check Google Store for any available offers in your country/region.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
  • If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
  • If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Can I remove Pixel Pass from my device after my purchase?

If you remove Pixel Pass from your device after you purchase within the standard return period, you get a refund for the most recent Google services charge and can keep your Pixel phone or return it for a refund. Learn more here.

How do I add Pixel Pass to my new device?
  • If you have a current Pixel Pass subscription associated with your device:
    • Cancel your current Pixel Pass subscription and pay off the remainder of your phone before you purchase a new subscription.
    • You cannot transfer subscriptions between devices. Learn more here.
  • To add a new Pixel Pass account to a new device:

Trade-in

How does Google Store trade-in work?
  • You can trade-in your old phone for credit towards a new phone from the Google Store.
  • For trade-in with Google Store, your estimate is confirmed at checkout, and the actual trade-in value will depend on the phone’s eligibility and condition after inspection. Phone trade-in credit will be issued as a refund back on the credit card used for the phone purchase at Google Store, or in the form of Store Credit if the purchased phone has already been returned.
    • If the trade-in refund exceeds the cost of your new Pixel phone, the excess amount will be provided as Store Credit.
  • This is only available in Canada, Germany, Japan, United Kingdom, and the United States. Learn more here.
If I don’t find my phone on the trade-in eligibility list, could I still trade it in?
  • Our list is regularly updated to include the most current list of devices eligible for trade-in. Learn more here.
  • You can also recycle your phone for no additional cost. Learn more here.
How do I get the highest offered trade-in value?

Trade-in values are based on condition, year, and configuration of your eligible device. Learn more here.

How do I trade-in when I select activation through AT&T or Verizon models?
  • To take advantage of a current AT&T or Verizon trade-in offer, complete your trade-in with your carrier post-purchase on Google Store.
  • Instructions will be included in your Order Confirmation email. Learn more here.

Gift offer or Store credit promo

I received a pre-order promotion after I finished making a purchase. What should I do?
  • Thanks for making a purchase on Google Store! If you received a pre-order promotion after making a purchase, check your email for next steps. Only customers who subscribed to the latest news and offers from Google Store on or before October 6th are eligible for this promotion.
  • Didn’t receive a promotion? You can learn about the latest news and offers from the Google Store when you sign up here.
What happens to my promotional Google Store credit if I return my phone?
  • If you return your phone, you are no longer eligible for the Google Store credit offer, and the store credit issued as part of the Pixel 7 / 7 Pro promotion may be removed from your account.
  • Any store credit already utilized may be deducted from your phone refund amount when your phone refund is processed.
Can I apply the promotional Google Store credit to my original order?
You can’t apply to your existing order, but you can apply your Google Store credit on your next purchase.
When will I get the Google Store credit for my Pixel 7 / 7 Pro order?
  • The Google Store credit will be issued within 24 hours of your entire order shipping.
    • You'll receive an email that the Store credit is issued to you.
  • If your order is split into multiple shipments, Store credit will be issued after all items have been shipped.
  • If you checked out as a Guest, that didn’t sign in before check out, you’re not eligible to get Store credit.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Gift offer or Store credit promo

Can I apply the promotional Google Store credit to my original order?
You can’t apply to your existing order, but you can apply your Google Store credit on your next purchase.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Trade-in

How does Google Store trade-in work?
  • For trade-in with Google Store, your estimate is confirmed at checkout, and the actual trade-in value will depend on the phone’s eligibility and condition after inspection. Phone trade-in credit will be issued as a refund back on the credit card used for the phone purchase at Google Store, or in the form of Store Credit if the purchased phone has already been returned.
    • If the trade-in refund exceeds the cost of your new Pixel phone, the excess amount will be provided as Store Credit.
  • You can trade-in your old phone, available only in Canada, Germany, Japan, United Kingdom, and the United States, for credit towards a new phone from the Google Store. Learn more here.
If I don’t find my phone on the trade-in eligibility list, could I still trade it in?
  • Our list is regularly updated to include the most current list of devices eligible for trade-in. Learn more here.
  • You can also recycle your phone for no additional charge. Learn more here.
How do I get the highest offered trade-in value?

Trade-in values are based on condition, year, and configuration of your eligible device. Learn more here.

Gift offer or Store credit promo

The promotional item I wanted is out of stock.
The promotion is subject to availability while supplies last.
I forgot to add promotional items when purchasing.
  • Cancel your order and place a new order with the promotional item.
  • If canceling is not possible, contact us.
If I return my phone, do I also need to return the promotional item I received with it?
  • If you choose to return your phone, you must separately return the promotional item you received.
  • If you return your phone without the discounted item, you may be charged the discount amount.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen.Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout.Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country or region?

Promotions vary by country, and different offers are available in different regions around the world. Check Google Store for any available offers in your country/region.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
  • If an item is out of stock, join the waitlist to be notified once it’s available for purchase. 
  • If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.
Will this item be back in-stock?
  • If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
    • Based on when the item comes back, it may not be eligible for any ongoing promotions.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Financing with Klarna

Why was my financing request declined when I tried to check out with Google Store Financing through Klarna?
  • Our partner Klarna services Google Store Financing. Klarna evaluates financing eligibility based on the average purchase value. For more information, contact Klarna directly. If you are unable to check out with financing, you may try a different payment method.
  • To learn more about Google Store financing, visit the help article.

Gift offer or Store credit promo

The promotional item I wanted is out of stock.
For the start and end date of the promotion, check Terms and Conditions below while checking out. The promotion is subject to availability while supplies last.
I forgot to add promotional items when purchasing.
  • Cancel your order and place a new order with the promotional item.
  • If canceling is not possible, contact us.
If I return my phone, do I also need to return the promotional item I received with it?
  • If you choose to return your phone, you must also separately return the promotional item you received.
  • If you return your phone without returning the discounted item, you may be charged the discount amount.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more about how your Google Store credit works.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?
Promotions vary by country, and different offers are available in different regions around the world. Check Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When are items usually restocked and available for purchase again?
  • If an item is out of stock, you’ll see a waitlist option instead of a button to purchase. Join the waitlist to be notified when it’s available for purchase again.
  • If a waitlist isn’t available, check the Google Store website regularly to see when new units are available.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
The Google Store website is updated frequently. For the latest device availability info, check back regularly.
Will this item be available for purchase again?
  • If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, check back regularly for new units.
  • Depending on when the item is back in stock, it may not be eligible for any ongoing promotions.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Trade-in

How does Google Store trade-in work?
  • You can trade-in your old phone for credit towards a new phone from the Google Store. 
  • This is only available only in Canada, Germany, Japan, United Kingdom, and the United States, for credit towards a new phone from the Google Store. Learn more here.
  • Expect delays receiving your trade-in kit. These delays will not impact your trade-in value.
If I don’t find my phone on the trade-in eligibility list, could I still trade it in?
  • Our list is regularly updated to include the most current list of devices eligible for trade-in. Learn more here.
  • You can also recycle your phone for no additional cost. Learn more here.
How do I get the highest offered trade-in value?

Trade-in values are based on condition, year, and configuration of your eligible device. Learn more here.

Trade-in

How does Google Store trade-in work?

You can trade-in your old phone, available only in Canada, Germany, Japan, United Kingdom, and the United States, for credit towards a new phone from the Google Store. Learn more here.

When will my trade-in kit be arriving?

Once your trade-in kit is ready, you'll receive a physical mail from JP Post with instructions on how to collect your trade-in kit (“本人限定受取郵便物特例型の到着のお知らせ”).

Due to the popularity of the trade-in program, there may be a delay in the process but please rest assured that the estimated trade-in value will not be affected at this time.

Learn more about trade-in.
Will there be a change in the Trade in Value (TIV) due to an unforeseen delay in the process (such as the trade-in kit delivery or trade-in inspection time)?
Due to the popularity of the trade-in program, there may be a delay in the process but rest assured that the estimated trade-in value will not be affected at this time.
What should I do if my trade-in kit delivery has failed?
If your trade-in kit delivery has failed, you can request another trade-in kit with your ID information details with the following steps:
  1. Google Store Order History.
  2. View trade-in details.
  3. Request new trade-in kit.
How can I receive my trade-in kit?

The trade-in kit is sent to you via the actual recipient delivery service. You'll receive a notification from JP Post with instructions on how to receive your trade-in kit and the information about the documents required for your ID check. To collect the kit, you can use the notification letter and follow the instructions .

For trade-in kit delivery, JP Post requires an ID check. Your name and address details provided during the order must match the government issued ID you used for the ID check.

What is the actual recipient delivery service?
The trade-in kit is sent to you via the actual recipient delivery service from JP Post. The name and address on the government ID you showed to JP Post during kit collection has to match what was entered during trade-in opt in. Learn more about the actual recipient delivery service.
Can I trade-in more than one device?

Trade-ins must be initiated separately. This means that we can only process one phone per new order on the Google Store, even if the order includes multiple Google Pixel devices.

If you purchase multiple devices and wish to trade in multiple devices, you must place separate orders.
Learn more about trade-in.
Can you tell me what the post evaluation trade-in value will most likely be before sending the device?
Unfortunately, we can't tell the evaluation price at this moment. All evaluations will be conducted by PCS Wireless Japan and evaluation price will be set accordingly. If your Post Inspection Trade-in Value is higher than the promotional estimated trade-in value, you'll receive the full post trade-in inspection value.
If I don’t find my phone on the trade-in eligibility list, could I still trade it in?

Our list is regularly updated to include the most current list of devices eligible for trade-in. You can also recycle your phone for no additional charge. Learn more here.

Gift offer or Store credit promo

I didn’t receive a pre-order promotion code. What should I do?
  • Only customers who signed up to our latest News and Offers from the Google Store on or before October 6th are eligible for the 10% discount code for Google Pixel 7 and Google Pixel 7 Pro.
  • Unfortunately, we are unable to provide the code to customers who do not meet that criteria.
  • You can learn about the latest News and Offers from the Google Store when you sign up here and enjoy future promotions.
I received a pre-order promotion after I finished making a purchase. What should I do?
  • Thank you for being a Google customer. All customers who have purchased a Pixel 7 and/or Pixel 7 Pro devices before the 10% codes were distributed to them via googlestore-noreply@google.com and have not used the 10% off promotion code should have received an email by now regarding the refund on your existing order, if it was eligible.
  • The refund will be processed by the end of day Sunday, October 16th (Japan Standard Time). After Google starts to process your refund, it may take extra time for your financial institution to make the funds available in your account. If you don’t get your funds after 14 days, please reach out to your financial institution.
  • Didn’t receive a promotion? Please note that this particular promotion was valid only for customers who already signed up to our latest News and Offers from the Google Store on or before October 6th. We are unable to provide the discount to customers who do not meet that criteria.
  • You can learn about the latest News and Offers from the Google Store when you sign up here and enjoy future promotions.
What happens to my promotional Google Store credit if I return my phone?
  • If you return your phone, you are no longer eligible for the Google Store credit offer, and the store credit issued as part of the Pixel 7 or Pixel 7 Pro promotion may be removed from your account.
  • Any store credit already utilized may be deducted from your phone refund amount when your phone refund is processed.
Can I apply the promotional Google Store credit to my original order?
You can’t apply to your existing order, but you can apply your Google Store credit on your next purchase.
When will I get the Google Store credit for my Pixel 7 or Pixel 7 Pro order? 
  • The Google Store credit will be issued within 24 hours of your entire order shipping.
    • You'll receive an email that the Store credit is issued to you.
  • If your order is split into multiple shipments, Store credit will be issued after all items have been shipped.
  • If you checked out as a Guest, that didn’t sign in before check out, you’re not eligible to get Store credit.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?
Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units. Please note that our support team doesn’t possess this information.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

I was sent to a broken link after I confirmed my purchase, what should I do?

After you order, if you stay in checkout for more than 8 minutes, you may be sent to a broken link. You weren’t charged. If you repurchase the item, you can complete your order successfully.

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.
  • Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.
  • Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Authorization holds may take 45–60 days to be removed by banks in Japan. Learn more here.

Gift offer or Store credit promo

When will I receive the discount coupon from the Pixel 7 or Pixel 7 Pro promotion?

You can receive the discount coupon through email from the account where you purchased your new Pixel 7 or Pixel 7 Pro four weeks after you place your order.

Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

If I return my phone, do I also need to return the promotional item I got with it?
  • If you choose to return your phone, you must also separately return the promotional item you received.
  • If you don't return both your phone and the discounted item, you may be charged the discount amount.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Gift offer or Store credit promo

When will I receive the discount coupon from the Pixel 7 or Pixel 7 Pro promotion?

You can receive the discount coupon through email from the account where you purchased your new Pixel 7 or Pixel 7 Pro four weeks after you place your order.

Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

If I return my phone, do I also need to return the promotional item I got with it?
  • If you choose to return your phone, you must also separately return the promotional item you received.
  • If you don't return both your phone and the discounted item, you may be charged the discount amount.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Google Store Financing with Klarna

Why was my financing request declined when I tried to check out with Google Store Financing through Klarna?
Our partner Klarna services Google Store Financing. Klarna evaluates financing eligibility based on the average purchase value. For more information, contact Klarna directly. If you are unable to check out with financing, you may try a different payment method.

To learn more about Google Store financing, visit the help article

Gift offer or Store credit promo

The promotional item I wanted is out of stock.
For the start and end date of the promotion, check Terms and Conditions below while checking out. The promotion is subject to availability while supplies last.
I forgot to add promotional items when purchasing.
  • Cancel your order and place a new order with the promotional item.
  • If canceling is not possible, contact us.
If I return my phone, do I also need to return the promotional item I received with it?
  • If you choose to return your phone, you must also separately return the promotional item you received.
  • If you return your phone without returning the discounted item, you may be charged the discount amount.
Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or on the checkout screen. Learn more about how your Google Store credit works.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?
Promotions vary by country, and different offers are available in different regions around the world. Check Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When are items usually restocked and available for purchase again?
  • If an item is out of stock, you’ll see a waitlist option instead of a button to purchase. Join the waitlist to be notified when it’s available for purchase again.
  • If a waitlist isn’t available, check the Google Store website regularly to see when new units are available.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
The Google Store website is updated frequently. For the latest device availability info, check back regularly.
Will this item be available for purchase again?
  • If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, check back regularly for new units.
  • Depending on when the item is back in stock, it may not be eligible for any ongoing promotions.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours. Learn more here.

Trade-in

How does Google Store trade-in work?
  • You can trade-in your old phone for credit towards a new phone from the Google Store. 
  • This is only available only in Canada, Germany, Japan, United Kingdom, and the United States, for credit towards a new phone from the Google Store. Learn more here.
  • Expect delays receiving your trade-in kit. These delays will not impact your trade-in value.
If I don’t find my phone on the trade-in eligibility list, could I still trade it in?
  • Our list is regularly updated to include the most current list of devices eligible for trade-in. Learn more here.
  • You can also recycle your phone for no additional cost. Learn more here.
How do I get the highest offered trade-in value?
Trade-in values are based on condition, year, and configuration of your eligible device. Learn more here.

Gift offer or Store credit promo

Can I stack this promotion with the other available promotions going on?
To check if the promotion is eligible for stacking, go to the Terms and Conditions.
How can I find my Google Store credit balance?

You can check your Google Store credit balance when you sign in to your Google Store account. Go to Google Store settings, or the checkout screen. Learn more here.

How do I use the Google Store credit that has been issued to me?
  • You can use your Google Store balance to pay for future purchases when you select it as a payment option in checkout. Learn more here.
  • Remember that you need to be logged into the same Google account that your store credit was originally issued to.
Why are promotions not available in my country?

Promotions vary by country, and different offers are available in different regions around the world. Check the Google Store for any available offers in your country.

Stock availability

How do I know if an item is out of stock?
To find if the item is available, go to Google Store. If an item is out of stock, it'll show “Out of Stock.”
When do items usually come back in-stock?
If an item is out of stock, join the waitlist to be notified once it’s available for purchase. If a waitlist isn’t available, regularly check for new units.
My order has been canceled. Now the item I want to order is out of stock, how can I put it in my order?
You can’t order your device if it is out of stock. For the latest device availability, check back regularly on Google Store.

Payment method

Why is my payment method not working?

To buy from the Google Store, you must add a valid payment method and shipping address. Learn more here.

There was a payment issue and I can’t complete my purchase, how can I resolve this?

If your card gets declined, you can update your payment info within 7 days. Learn more here.

I was charged twice for my device.

Authorization holds are temporary charges that are removed after an order is shipped from Google or canceled. Usually, double authorizations resolve within 48 hours.Learn more here.

Order status or shipping

Why is my estimated delivery date so far if it’s 2 day shipping?

Some challenges might delay your order. Learn more here.

Why are there no updates to my order status?

You can track your latest order status through the Google Store Order History pageLearn more here.

What do I do if my order is going to my old address?
  • You can edit your shipping address before your shipment is prepared to ship. Learn more here.
  • Once you can't see the "change shipping address" button in your Order details page, the address can't be changed.
Why does my estimated delivery date keep getting pushed out?

Some challenges may delay your order, like delivery carrier delays, or issues with payment methods or inventory. Learn more here

Google Pixel Watch

Where can you buy a Google Pixel Watch?

Australia, Canada, France, Germany, Ireland, Japan, Taiwan, the United Kingdom, and the United States. Learn more here.

Where can you use a Google Pixel Watch?
  • You can use a Google Pixel Watch with LTE in Australia, Canada, France, Germany, Japan, Taiwan, The United Kingdom, and the United States. Learn more here.
    • Google Pixel Watch will not operate with LTE outside of these countries. 
  • Google Pixel Watch will only operate in Ireland with Wifi. 
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