Due to high volumes, you may experience long wait times for customer support. We greatly appreciate your patience. For more information about Google Store orders, click here.

Find & manage your order & shipment

Pick shipping & delivery options

Important: Google can’t ship to non-residential locations, like PO Boxes, mail forwarding service addresses, or military addresses. Shipping options vary by region.

When you order from the Google Store, you'll choose a shipping method at checkout. Your choice affects how long it takes for you to receive your order.

Get free standard shipping
  • In some countries/regions, if you order specific products or your order meets a minimum price, free shipping may be an option.
    • Canada, Singapore & US: All orders placed between October 19, 2021–January 31, 2022 qualify for free ground shipping with no order minimum.
    • Get free standard shipping in Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and United Kingdom.
  • Free shipping applies to the lowest-cost shipping option unless otherwise specified. Free shipping may be changed or discontinued at any time.

Important: Separate, multiple orders can’t be combined to reach the required order total.

Follow split shipments
  • So that you get your items as they become available, your order might be sent in more than one shipment. You can’t choose to combine shipments or split your order into more than one shipment yourself.
  • The same shipping option is used for all shipments in your order.
  • The shipping price you find when you check out is for your whole order. You’re charged for shipping when each order ships.
    • Expedited shipping: If you don’t get your order in time, we refund the shipping fee. For orders with multiple shipments, we split the total shipping fee across shipments. You get a refund of the shipping fee for the specific shipment that’s delayed.
  • You’re charged for only the items that ship, but after you check out, you might get an authorization hold for the full amount of the order.

Find details about your orders & shipments

Important: If you checked out as a guest and need a VAT invoice, contact Google Store support here.

To find details about your shipments, sign in to your Google Account and open your Google Store order. If you checked out as a guest, use your order number.

  1. Open the order confirmation or shipment confirmation email from the Google Store.
  2. Find your order number.
  3. Find orders you placed:
    • While signed in:
      1. Go to your Google Store Order history.
      2. Choose the order you want to review.

      Tip: You can also find the appointment date and time of your Nest installation orders on the Order history page.

    • As a guest while not signed in:
      1. Go to store.google.com/authentication.
      2. Enter the email address you used to place the order and the order number from your confirmation email.
      3. Select Find order.
      4. Choose the order you want to review.
Understand shipment details

Your order is made up of one or more shipments. For each shipment, you can find the:

  • Order number.
  • Order status. Possible statuses include:
    • Ordered: We got your order and we’re preparing to send it. You still might be able to cancel the order.
    • Shipped: Your order left the warehouse.
    • Delivered: The delivery carrier delivered your order.
    • Unable to deliver: The delivery carrier wasn’t able to deliver your order and the order was returned to our warehouse. Contact Google Store support to get a refund. Depending on your bank, it might take several days for your refund to appear on your statement.
    • Canceled: The order was canceled.
  • Delivery date range.
  • Items in your order.
Resolve issues with missing shipments

If you don't receive your device: 

Contact Google Store support within 14 calendar days from your latest expected delivery estimate.

If your device goes missing after the carrier reports a successful delivery:

Google fulfills its obligation when it successfully delivers your package to the location specified in your order.

To find your missing package, you must follow up at the shipping address you provided. If you’re still unable to locate the package, contact Google Store support within 14 calendar days of delivery.

Edit or cancel your shipment

Before your order is prepared to ship, you can edit your shipping address or cancel the order. If you have the option to cancel your order, you get a message at the top of the screen to let you know.

Edit shipping address
Important: If you have multiple shipments, you must change the shipping address for each shipment.
  1. Find the shipment with the address you want to change.
  2. Select View order.
  3. Select Change shipping address. If you don’t find this option, it’s too late to change the shipping address.
  4. Choose the new shipping address. If the address you want isn’t there, select Add another address.
  5. Select Confirm changes.
  6. You’ll get an email from the Google Store that confirms your shipping address changed.

Japan only: You can edit your shipping address only for an hour after your purchase.

  • On the "View order" page, if you can't find the option to Change shipping address, our partner courier has already processed your order and the address can't be changed.
  • If you need to change the shipping address, once a delivery notice gets posted at the original shipping address, contact the courier or submit a request.
  • If you don't have a delivery notice, the courier can't update the shipping address. For more info, check with Japan Post.
Cancel a shipment
  1. Find the order with the shipment you want to cancel.
  2. Select View order.
  3. Select Cancel shipment. If this isn’t an option, it’s too late to cancel the shipment.
  4. You’ll get an email from the Google Store that confirms your shipment was canceled.

If your order was split into multiple shipments: You must cancel each shipment separately.

If your order has already shipped: You can choose to refuse the delivery, in which case, to get a refund you must contact Google Store support. You can either refuse a delivery face-to-face with the delivery carrier driver or leave a note on your door. The driver may still leave the order, in which case you must return your order.

If you received your order and you're within the return period: You can initiate a return on the Google Store Order History page. Just choose the order you want to return and follow the on-screen instructions.

Track your shipment

You can use the tracking number to find out when to expect your delivery.

Use the tracking number
  1. Find the order you want to track.
  2. If there are multiple orders, select View order to find details.
  3. Find the shipment you want to track.
  4. Click Track shipment.

Find your tracking number

  1. Open the email account you used to place your order.
  2. Search for a shipping confirmation email from the Google Store. If you have multiple orders or shipments, find the email for the shipment you want to track.
  3. Follow the instructions in the email to track your shipment.
Tip: In some countries/regions, some shipping methods don’t have tracking options. If your email doesn’t include a tracking number or link, tracking isn’t available.
Find the estimated delivery date

If your shipping option doesn’t have a tracking number, you can find an estimated delivery date range in your Google Store order details.

  1. Find the order with the shipments you want to track.
  2. Find the shipment you want to track.
  3. At the top, below the “Delivery” dot of the order tracker, find the estimated delivery date.
If your estimated delivery date changes, Google will inform you. When the order ships, you'll get a shipment confirmation email that includes a carrier-confirmed delivery date range and the tracking info.
Allow time for tracking info
Some delivery carriers can take up to 24 hours to add your tracking info. If your tracking number isn’t on the shipping website, try again in a few hours.

Be available for required signatures (US only)

Important: The delivery carrier usually tries to deliver your package 3 times before they return it to the warehouse. To avoid delays in delivery, we recommend that you make yourself available to sign for your signature-required package.

To make sure you get your order, you might need to sign for your package at the time of delivery. Signature confirmation helps prevent your shipment from being lost or stolen.

If you need to sign for your delivery, your tracking info tells you.

If a signature is required and you can't sign for the package in person, you have options based on the delivery carrier:
FedEx
  • Pre-sign for your package with FedEx Delivery Manager (FDM).
  • If you missed the delivery and the driver left a door tag with instructions, sign the door tag and leave it on your door so FedEx can deliver your package on the next attempt.
Tip: To request a hold for you to pick up your package at a FedEx location, call FedEx at 1-800-463-3339 or use your FDM account.
UPS
  • Pre-sign for your package with UPS My Choice.
  • If you missed the delivery and the driver left a UPS InfoNotice, follow the instructions on the InfoNotice to get your package.
Tip: To customize your deliveries, like rerouting your package to a UPS Access Point location for pickup, call UPS at 1-800-742-5877 or use your UPS My Choice account.
UPS Mail Innovations
If your carrier is UPS Mail Innovations, UPS picks up the package and gives it to USPS for the last mile delivery. Typically, you don’t have to sign for a package that UPS Mail Innovations delivers.

Tips:

  • Hold for pickup isn’t available for UPS Mail Innovations packages.
  • Follow UPS Mail Innovations FAQ for common questions related to UPS Mail Innovations service.
  • Call UPS Mail Innovations at 1-800-500-2224 or Google Store customer service for assistance.
OnTrac
If you missed the delivery and the driver left a door tag with instructions, sign the door tag and leave it on the door so OnTrac will deliver your package on the next attempt.
Tip: Call OnTrac at 1-800-334-5000 to authorize delivery of the package or to request a hold for you to pick up the package at an OnTrac location.
TForce
  • If you weren’t available on the first delivery attempt, to coordinate the next delivery time, the TForce driver will try to contact you at the phone number you provided when you placed the order.
  • If you missed the first delivery attempt, you can sign the door tag and leave it on the door so TForce will deliver your package on the next attempt.
Tip: Contact Google Store support to authorize the delivery without your signature and the Google support agent will coordinate with TForce to make the delivery.

About devices no longer sold on the Google Store

You may find that the device you purchased is no longer sold on the Google Store. This shouldn’t affect your order if you already received an order confirmation email. If you do face any issues with your order, check the common reasons orders don’t go through.  

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Search
Clear search
Close search
Google apps
Main menu
Search Help Center
true
99952
false