How the program works
Shop With Confidence at Google Trusted Stores
The Google Trusted Stores program helps shoppers feel confident in their purchases across the web. Google allows merchants who meet certain shipping and customer service performance metrics to participate in this free program. Participating merchants display the Google Trusted Store badge on their web sites.
Opt in for Free Purchase ProtectionGoogle offers free purchase protection to customers who order from these stores and opt in to the program at the time of purchase. The Google Trusted Stores program is a free service and there are no fees or charges attached to this program. Purchase protection with Google Trusted Stores means that if there’s an eligible issue with your order and you cannot resolve it with the merchant, you can request Google's help. Google will work with you and the merchant to resolve the issue. Learn more about free purchase protection from Google.
After completing a purchase with a Google Trusted Store, most users will be offered the chance to opt the order in to free purchase protection from Google. At this time, purchase protection is offered per-order and only at the time of purchase. If you opt in, the merchant will share your order information and email address with us. We’ll send you an email with the details of your order, the merchant's contact details, and a link to contact Google in the event of an issue.
Feedback On Your Shopping Experience
When you opt in for free purchase protection, you may receive a short survey about your shopping experience. Your feedback helps us to improve our product and service.
If an issue arises with your order, or if you have questions, here's an overview of what to do:
- Contact the store directly. Participating merchants have the opportunity to first address your questions or concerns. Contacting the store directly is usually the fastest and most effective way to get issues resolved and questions answered.
- If you've contacted the store and need additional help, you can ask for Google’s assistance by setting up your Google Trusted Stores customer account. Or, if you’ve already set up your account, go directly to your customer account. You have up to 60 days after you place an order to report an issue from your account.
- After you've reported an eligible issue to Google, we will work with the merchant to resolve it. You will be contacted by either the merchant and/or Google upon filing an issue. Google will help by sorting out your issue with the merchant and will contact you with a resolution.
You can also refer to our Terms of Service.