Get help with Google Store purchases

Learn how to pre-order new phones, screens, displays, accessories that go with your phone, and other items from the Google Store.

About authorization holds

You might find a hold on your card after you order something. This hold is temporary and usually goes away after 7 days, but it can be different depending on your bank. If you use a debit card, you might see the hold as a charge on your bank account. Your bank will take away the hold when the order is ready.

You’ll pay the full price of your item when it ships. If you have more questions about the hold, ask your bank.

For orders in Japan: Authorization reversal can take 45—60 days for banks to process. Contact your bank about how long it usually takes for a hold to be removed.

For India orders only: After the order is confirmed, the selected payment method is charged. No authorization hold is applied. This policy covers all order types:

• Standard
• Pre-orders
• Back orders
• Split shipments

For more info about help with getting the best prices for Google products from Google Store or other stores, request a price match.

Learn about pre-orders

Some items are available to pre-order, which means you can order them before they're sold in stores. When you check out, you get an estimated delivery date and a temporary hold on your payment method. You pay when your order is shipped from the warehouse.

Pre-order an item from the Google Store

Pre-orders are the same as a normal order from the Google Store. Learn how to find & buy Google Store products.

Make a pre-order payment

• The Google Store puts a temporary hold on your payment method for the full price of the item. This hold is in a pending state when you place the order.
  • Tip: If you use a debit card, the authorization hold may appear as a charge on your online statement.
• The hold goes away after they make sure you have enough money in your account.
  • Tip: If you notice that the money is taken back from your account, it doesn’t mean your order is canceled.
  • Learn how to check Google Store order statuses.
  • For orders in Japan: Authorization reversals can take up to 45–60 days to be processed. Contact your bank for the average time taken for a hold to be removed.
• If it's a long time before your order is ready, the hold on your payment might have gone away. They might need to ask for your payment again. You’ll pay the full price after your item is shipped.
  • Tip: Make sure you have enough money in your account to avoid delays in shipping.
• If your payment method is declined, you’ll get an email with instructions to update your payment information. If you don't update your information, your order might be canceled. Learn how to change your payment method during checkout.
  • Tip: We don’t know why payments are declined. Contact your bank for more information about declined payments.
  • To check if you updated your payment information correctly, wait for 1–2 hours and log in to Google payment. If you still find a button that says “Fix payment method”, then it didn’t work. You can try to update your payment information again or use a different payment method.

Pre-order with trade-ins

The trade-in process is the same as when you buy a new phone from the Google Store. Learn more about the trade-in process.

Edit or cancel your pre-order

You can change or cancel your order until your item is ready to be shipped. Learn how to cancel or change your order.

Learn about financing for pre-orders

1. To check if you qualify for financing, a credit check will happen during checkout. They will look at the total cost of your order.
2. Choose how much you want to pay each month and finish checking out.
   • If you apply for financing, you’ll be sent to the financing company’s website to finish your application. Application processing times may vary.
   • When you’re approved, you can buy your new phone with your new Google Store Financing account.
3. After you finish your order, you’ll get an email to finish setting up your financing account.
4. You’ll start to pay each month after your ships.
   • Learn how to pay for your Google Store purchase over time.

Learn about out of stock items

Check if an item is out of stock

To check if an item is available, go to the Google Store. If it’s out of stock, the product page will say "Out of Stock".

• To find out where you can buy phones, go to the device availability page.

Know when out of stock items are available to order

If an item is out of stock, you can choose to get a notification when it is back in stock. Sign up for the notification list.

• Tip: Signing up for the notification list doesn't guarantee that you will get the item, the price, or any deals. You will only get an email when the item is back in stock.
• If there is no notification list, check the Google Store often to see when the item is back in stock.
• The item might not have the same deals as it did before when it's back in stock.

If your order was canceled & your item is out of stock

You can’t order the item if it’s out of stock. To find out when the item is back in stock, sign up for the notification list if available or check Google Store.

 

Check device availability by location

Different items are sold on the Google Store based on where you live. Not all phones are available in every place. Make sure you choose the location that matches where you’ll get your order shipped. To change your Google Store location or language, go to the region and language selection page. Learn more about devices available by location.