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

Find and manage your order and delivery

Pick dispatch and delivery options

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

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

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

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

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

Find details about your orders and deliveries

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

To find details about your deliveries, 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 delivery confirmation email from the Google Store.
  2. Find your order number.
  3. Find orders that you placed:
    • While signed in:
      1. Go to your Google Store Order history.
      2. Choose the order that 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 that you used to place your order and the order number from your confirmation email.
      3. Select Find order.
      4. Choose the order that you want to review.
Understand delivery details

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

  • Order number.
  • Order status. Possible statuses include:
    • Ordered: We received your order and we’re preparing to send it. You still might be able to cancel the order.
    • Dispatched: 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.
    • Cancelled: The order was cancelled.
  • Delivery date range.
  • Items in your order.
Resolve issues with missing deliveries

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 fulfils 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 delivery address that 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 delivery

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

Japan only: You can only edit your delivery address within an hour after your purchase.

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

If your order was split into multiple deliveries: You must cancel each delivery separately.

If your order has already been dispatched: You can choose to refuse the delivery, in which case you must contact Google Store support to receive a refund. 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 that you want to return and follow the on-screen instructions.

Track your delivery

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

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

Find your tracking number

  1. Open the email account that you used to place your order.
  2. Search for a delivery confirmation email from the Google Store. If you have multiple orders or deliveries, find the email for the one that you want to track.
  3. Follow the instructions in the email to track your delivery.
Tip: In some countries/regions, some delivery 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 delivery 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 deliveries that you want to track.
  2. Find the delivery that 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 is dispatched, you'll get a delivery confirmation email that includes a carrier-confirmed delivery date range and the tracking info.
Allow time for tracking info
Some dispatchers can take up to 24 hours to add your tracking info. If your tracking number isn’t on the delivery website, try again in a few hours.

Be available for required signatures (US only)

Important: The delivery carrier usually tries to deliver your package three 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 that you get your order, you might need to sign for your package at the time of delivery. Signature confirmation helps prevent your delivery from being lost or stolen.

If you need to sign for your delivery, your tracking info will tell 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 that 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 customise your deliveries, like rerouting your package to a UPS Access Point location for pick-up, 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 pick-up 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 that OnTrac will deliver your package on the next attempt.
Tip: Call OnTrac at 1-800-334-5000 to authorise 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, the TForce driver will try to contact you on the phone number you provided when you placed the order to coordinate the next delivery time.
  • If you missed the first delivery attempt, you can sign the door tag and leave it on the door so that TForce will deliver your package on the next attempt.
Tip: Contact Google Store support to authorise 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've already received an order confirmation email. If you do face any issues with your order, check the common reasons that orders don’t go through.  

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