Pick dispatch and delivery options
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 standard delivery at no additional charge
- Get standard delivery in Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Portugal, Puerto Rico, Singapore, Spain, Sweden, Switzerland, the United Kingdom and the United States.
- Delivery applies to the lowest-cost delivery option unless otherwise specified. Delivery may be changed or discontinued at any time.
Find details about your orders and deliveries
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.
- Open the order confirmation or delivery confirmation email from the Google Store.
- Find your order number.
- Find orders that you placed:
- While signed in:
- Go to your Google Store Order history.
- 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:
- Go to store.google.com/authentication.
- Enter the email address that you used to place your order and the order number from your confirmation email.
- Select Find order.
- Choose the order that you want to review.
- While signed in:
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.
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.
- 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.
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.
It isn't possible to edit payment or delivery methods or items in the order once the order is confirmed. You must cancel it and place a new order.
- Find the delivery with the address that you want to change.
- Select View order.
- Select Change delivery address. If you don’t find this option, it’s too late to change the delivery address.
- Choose the new delivery address. If the address that you want isn’t there, select Add another address.
- Select Confirm changes.
- 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.
- Find the order with the delivery that you want to cancel.
- Select View order.
- Select Cancel delivery. If this isn’t an option, it’s too late to cancel the delivery.
- 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 the cancelled order includes a device trade-in: The trade-in will be automatically cancelled. You can place a separate order and select to trade in a device to initiate the process
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 operator 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- Find the order that you want to track.
- If there are multiple orders, select View order to find details.
- Find the delivery that you want to track.
- Click Track delivery.
Find your tracking number
- Open the email account that you used to place your order.
- 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.
- Follow the instructions in the email to track your delivery.
If your delivery option doesn’t have a tracking number, you can find an estimated delivery date range in your Google Store order details.
- Find the order with the deliveries that you want to track.
- Find the delivery that you want to track.
- At the top, below the 'Delivery' dot of the order tracker, find the estimated delivery date.
Be available for required signatures (US and CA only)
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.
- 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.
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.
- 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.
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.