Ready issues with your order

Apply this page to assistance empathise and prepare issues with your order.

Fix shipping problems

If there are problems with the shipment of your order, use the tips below to help.

Delayed orders

Why orders get delayed

  • Payment issues
  • Incorrect or incomplete shipping address
  • Harsh weather conditions
  • Inventory issues
  • Commitment carrier delays

Tip: If you paid for expedited shipping and your club arrives tardily, you go a refund of the shipping fees for any delayed part of the shipment. When you have multiple shipments in your order, the full aircraft fee is split up across the shipments. If there's a delayed shipment, you lot go the shipping fee for that office of the shipment refunded.

Find your updated delivery date

  1. On your reckoner, go to your "Order History" page.
  2. Check your new commitment date.

Rail your delayed order

Important: If tracking ID is available in your area, yous can track your club.

  1. On your figurer, get to either:
    • Your "Order History" page or
    • The electronic mail that says your club shipped.
  2. Cheque the tracking link of the delivery carrier.

Abolish your order

  1. On your figurer, go to your "Guild History" folio.
  2. Find the society to cancel.
  3. Click Abolish lodge. If the "Cancel guild" button is missing, it's too late to cancel.

Canceled orders

Why orders get canceled

  • Payment bug
  • Bad aircraft address
  • Long delays
  • Stop of life or end of sale items
  • Orders shipped to unsupported countries or regions, Mail Office boxes, or armed services addresses

Tip: If there's a cancellation, since the order stays in the warehouse, y'all don't get charged. As well, funds put on concur return to yous.

Set a canceled order

If there'south a payment or address issue, correct the problem and effort to order again.

Note: If y'all placed an society as a guest without signing into your Google business relationship and your lodge failed due to a payment issue, your order will be canceled and you'll need to make some other purchase.

For more details, cheque the Google Shop Sales Terms.

Damaged on arrival or other problems

If your order is damaged or in that location'south another trouble:

  1. Take photos of the detail or box.
  2. On your computer, contact Google Support. Be fix to share the photos.

Didn't receive package

If yous get an electronic mail that confirms your commitment, just you lot don't receive the package, you can:

  • Check the tracking page on the delivery carrier website: Make sure that the tracking page says "Delivered." You can find the tracking number on the e-mail that says your gild shipped or on your "Order History" page.
  • Check that the shipping accost is correct: Yous tin detect the shipping address in the emails you receive about your gild or on the "Order details" folio. Get to your "Order details" page through your "Social club History" page.
  • Check the nearby area: Y'all can also check with neighbors.
  • Expect upwardly to 48 hours: After the tracking website says "Delivered," you can wait to allow for unexpected delays. To check the status, contact the commitment carrier directly.

If your order is notwithstanding missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

If your shipping accost is undeliverable, your order gets canceled. And so you lot receive an email that says your info isn't valid.

Incomplete shipping address

If your aircraft address is incomplete, yous can:

  • Update your accost on your "Society details" page: Update at about an hour after y'all place the order.
  • Change your address with Google Support: If it'southward besides late to update your address, the amanuensis tin ask you to cancel the order and place a new one. You can likewise contact the delivery carrier to hold the package for pickup.

If these options don't work, the commitment carrier may return the parcel. To get a refund, contact Google Support.

Set up payment issues

If your card gets declined, you can update your payment info inside vii days.

Update your info through email

In your notification email, click Fix payment method. If you receive an mistake message, brand sure y'all sign in from the same email account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to employ the same email account.
  2. In the action tab, notice the guild ID.
  3. On the order, click Ready payment method.
  4. In the new window, change your info.

Acquire more about what to do if y'all permanently closed your payments profile.

Check if your menu is accepted

To check if your update is successful:

  1. Wait for one or 2 hours.
  2. On your calculator, sign in to Google Pay.
  3. Cheque if the "Fix payment method" push button shows up. If it'south there, endeavour to update the payment info again.

If you try to update again and information technology doesn't work:

  • Make sure the billing address matches the one on your payment carte: Learn more about how to modify your habitation or billing address.
  • Check that your payment method info is correct: Larn more about how to edit your payment method.
  • Effort a new carte: Endeavor to update to a different card with the "Fix payment method" button.

Important: If the payment doesn't piece of work, the gild cancels after 7 days. In that instance, place a new order.

Why cards become declined

Your card can get declined for many reasons:

  • Mistake with the card number: Enter your card number again.
  • Expired credit card: If your carte isn't expired, make sure to enter the right engagement.
  • Mistake with the security lawmaking: Double-cheque the lawmaking and enter it again.

If you discover an issue with the card details, update your card information.

If your billing address doesn't lucifer the i at your banking company, check that your Google Pay billing address matches the ane on file. Learn how to change your billing address.

If you yet can't go your menu to piece of work, contact your bill of fare provider.

Manage mistake messages

If yous tin't consummate your purchase because of an error message, try these steps before you contact usa.

"Your transaction can't be completed"

If you're asked to provide more info after y'all get this message, follow the on-screen instructions. Otherwise, attempt these actions:

  • Apply a different payment method.
  • Cheque whether the billing address for your payment method matches the address in your Google Pay settings. If they don't friction match, update your address on Google Pay. Then try once more.
  • If you use guest checkout, sign in to your Google Account. If you don't have one, create an account first.
  • If you pay with a credit carte, contact your bank or financial institution about this transaction.

"Unable to consummate transaction: expired carte"

"Unable to consummate the transaction. Please use another form of payment."

Important: These steps also apply when you get the fault message: "Your payment didn't go through. Please try a different payment method or effort again subsequently."

Stride ane: Check if your card is up to date

  1. If it isn't, update your payment method.
  2. Endeavour to order once again.

Step two: Check your payment account

  1. Check if there's enough money in your business relationship.
  2. If in that location'southward still bug, contact your bank about your account.
  3. Endeavour to order again with a different payment method.

"Your payment was declined due to an issue with your business relationship"

You tin can become this message because in that location's a suspicious purchase in your account. You can too get this message because we need more info to:

  • Protect your account against fraud
  • (Eu residents) Comply with Eu law

To fix the issue:

  1. On your estimator, get to Google Pay.
  2. Act on any alerts or requests. Before you order, make sure to verify your identity.
  3. Make certain your name, address, and payment info are up to date.

"Unable to process payment: low menu rest"

Check your account remainder or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace administrator to fix it"

If you go this error, and so your company or school fix your account. To fix this issue, contact your Google Workspace administrator.

Tip: If you lot're an administrator, learn how to gear up the billing upshot.

Find your administrator

Your ambassador tin be:

  • Someone in your Information technology department or Assist desk at a company or school
  • The person who manages your email or website
  • The person who gave you your username

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your card is unavailable and the bulletin says "verify on pay.google.com," or "verify in your Google Account's payment methods," your menu is reported as stolen. Before you use the card once again, yous must verify it:

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you have multiple accounts: Sign in to the account with the unavailable bill of fare.
    • If you don't employ Google Pay: Become to your account'southward "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Get code.
  5. Find the verification code. The lawmaking is the final 6 digits of the temporary concord called "GOOGLE" on your card argument. The hold is less than $1.95 USD. You may get the code correct away, but sometimes it tin have up to vii days.
  6. Return to your account.
  7. Enter the verification code.

Card is unavailable & ineligible

If your card is unavailable and y'all get a message that your card is ineligible, attempt to order with a different card.

If the carte du jour y'all want to utilize isn't listed, follow the instructions on the screen to add a new bill of fare.

Related resources

Well-nigh your buy:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Merchandise in your old phone
  • Request a price match
  • Pay for your Google Store buy over time (Financing)

More from Google Store:

  • Become Preferred Care from the Google Store
  • Nest Cameras and Doorbell setup and installation
  • Buy and manage Nest Aware
  • Visit the Google retail shop in person

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