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 authorisation holds

You might find a hold on your card after you order something. This hold is temporary and usually goes away after seven 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 dispatches. If you have more questions about the hold, ask your bank.

For orders in Japan: Authorisation 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 authorisation hold is applied. This policy covers all order types:

• Standard
• Pre-orders
• Back orders
• Split deliveries

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 that 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 dispatched 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 and 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 authorisation hold may appear as a charge on your online statement.
• The hold goes away after they make sure that you have enough money in your account.
  • Tip: If you notice that the money has been taken back from your account, it doesn't mean that your order has been cancelled.
  • Learn how to check Google Store order statuses.
  • For orders in Japan: Authorisation reversals can take up to 45–60 days to be processed. Please contact your bank for the average time taken for a hold to be removed.
• If it'll be 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 dispatched.
  • Tip: Make sure that you have enough money in your account to avoid delays in delivery.
• 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 cancelled. 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 one to two 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 dispatched. 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.
   • Once you've been 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 order dispatches.
   • 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 cancelled and 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 that you choose the location that matches where you'll get your order dispatched. To change your Google Store location or language, go to the region and language selection page. Learn more about devices available by location.