Ready issues with your order

Use this page to aid sympathise and fix issues with your lodge.

Set shipping issues

If there are issues with the shipment of your order, utilise the tips beneath to assistance.

Delayed orders

Why orders get delayed

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

Tip: If you paid for expedited shipping and your order arrives late, you get a refund of the aircraft fees for whatever delayed part of the shipment. When you have multiple shipments in your order, the full shipping fee is split across the shipments. If at that place'south a delayed shipment, yous become the aircraft fee for that part of the shipment refunded.

Find your updated delivery date

  1. On your computer, go to your "Club History" page.
  2. Check your new delivery date.

Track your delayed order

Of import: If tracking ID is available in your area, y'all can runway your order.

  1. On your reckoner, go to either:
    • Your "Order History" page or
    • The electronic mail that says your order shipped.
  2. Check the tracking link of the delivery carrier.

Cancel your order

  1. On your computer, get to your "Order History" folio.
  2. Find the order to cancel.
  3. Click Abolish social club. If the "Abolish order" button is missing, it'south too late to abolish.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • End of life or terminate of sale items
  • Orders shipped to unsupported countries or regions, Postal service Office boxes, or military addresses

Tip: If there'south a cancellation, since the society stays in the warehouse, you don't get charged. As well, funds put on concord return to y'all.

Gear up a canceled society

If in that location'south a payment or address issue, right the trouble and attempt to order again.

Annotation: If you placed an order every bit a invitee without signing into your Google account and your lodge failed due to a payment consequence, your social club volition exist canceled and you'll need to make some other purchase.

For more details, check the Google Shop Sales Terms.

Damaged on arrival or other issues

If your order is damaged or there's some other problem:

  1. Have photos of the item or box.
  2. On your computer, contact Google Support. Be prepare to share the photos.

Didn't receive package

If you get an e-mail that confirms your delivery, but you lot don't receive the package, y'all tin:

  • Check the tracking page on the delivery carrier website: Make sure that the tracking page says "Delivered." You lot can find the tracking number on the email that says your society shipped or on your "Order History" page.
  • Check that the aircraft address is correct: Y'all can observe the shipping address in the emails yous receive about your social club or on the "Order details" page. Get to your "Club details" page through your "Order History" page.
  • Check the nearby area: You tin can also check with neighbors.
  • Wait upward to 48 hours: After the tracking website says "Delivered," you can wait to allow for unexpected delays. To bank check the status, contact the delivery carrier directly.

If your guild is still missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

If your aircraft address is undeliverable, your society gets canceled. Then you lot receive an email that says your info isn't valid.

Incomplete aircraft accost

If your shipping address is incomplete, you can:

  • Update your address on your "Guild details" page: Update at well-nigh an hour after you place the social club.
  • Change your accost with Google Support: If it's too belatedly to update your address, the amanuensis tin ask you lot to cancel the order and place a new one. You can besides contact the delivery carrier to hold the package for pickup.

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

Set payment issues

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

Update your info through electronic mail

In your notification email, click Fix payment method. If you receive an error message, make sure yous sign in from the same electronic mail account.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be sure to use the aforementioned email business relationship.
  2. In the activity tab, find the order ID.
  3. On the guild, click Fix payment method.
  4. In the new window, alter your info.

Larn more about what to do if y'all permanently airtight your payments profile.

Check if your carte is accepted

To check if your update is successful:

  1. Wait for one or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Prepare payment method" button shows upwardly. If it's there, try to update the payment info again.

If you endeavor to update again and it doesn't work:

  • Make certain the billing accost matches the one on your payment menu: Acquire more about how to change your home or billing address.
  • Check that your payment method info is correct: Acquire more most how to edit your payment method.
  • Attempt a new menu: Attempt to update to a different card with the "Gear up payment method" button.

Important: If the payment doesn't piece of work, the club cancels after seven days. In that case, place a new social club.

Why cards get declined

Your carte du jour can get declined for many reasons:

  • Fault with the carte number: Enter your card number again.
  • Expired credit carte du jour: If your card isn't expired, make sure to enter the right date.
  • Fault with the security lawmaking: Double-check the code and enter it again.

If y'all discover an issue with the card details, update your card information.

If your billing address doesn't match the 1 at your bank, check that your Google Pay billing address matches the ane on file. Learn how to alter your billing accost.

If you lot still can't go your carte du jour to work, contact your card provider.

Manage error messages

If you lot tin can't complete your purchase considering of an error message, endeavor these steps before you contact usa.

"Your transaction tin't be completed"

If you lot're asked to provide more info later on yous get this message, follow the on-screen instructions. Otherwise, try these actions:

  • Use 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 match, update your address on Google Pay. So try once more.
  • If you use guest checkout, sign in to your Google Business relationship. If you don't accept one, create an account first.
  • If you pay with a credit bill of fare, contact your banking company or financial institution about this transaction.

"Unable to complete transaction: expired carte du jour"

"Unable to complete the transaction. Delight use another form of payment."

Of import: These steps also use when yous get the error message: "Your payment didn't go through. Please try a different payment method or try again after."

Step 1: Check if your card is up to date

  1. If it isn't, update your payment method.
  2. Try to society again.

Step ii: Bank check your payment account

  1. Check if at that place's enough money in your account.
  2. If there's withal problems, contact your banking concern about your account.
  3. Endeavor to gild again with a different payment method.

"Your payment was declined due to an issue with your account"

Y'all tin can go this message because there'due south a suspicious purchase in your business relationship. Y'all can likewise go this message because we need more than info to:

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

To fix the event:

  1. On your computer, go to Google Pay.
  2. Human action on any alerts or requests. Before you order, make sure to verify your identity.
  3. Make sure your name, address, and payment info are upwards to date.

"Unable to procedure payment: depression card balance"

Check your account balance or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace ambassador to set information technology"

If you lot go this mistake, and then your visitor or school set upwards your account. To prepare this issue, contact your Google Workspace administrator.

Tip: If you lot're an administrator, learn how to prepare the billing outcome.

Find your administrator

Your ambassador can exist:

  • Someone in your IT department or Help desk at a visitor 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 message says "verify on pay.google.com," or "verify in your Google Account's payment methods," your card is reported every bit stolen. Before you use the card again, you must verify information technology:

  1. On your computer, go to Google Pay.
  2. Sign in to your account:
    • If you lot accept multiple accounts: Sign in to the account with the unavailable carte du jour.
    • If yous don't use Google Pay: Become to your business relationship's "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 code is the last six digits of the temporary hold chosen "GOOGLE" on your menu statement. The hold is less than $ane.95 USD. You may go the lawmaking right away, but sometimes it can take upwardly to 7 days.
  6. Return to your business relationship.
  7. Enter the verification code.

Card is unavailable & ineligible

If your bill of fare is unavailable and you lot go a bulletin that your card is ineligible, try to lodge with a unlike menu.

If the card you desire to use isn't listed, follow the instructions on the screen to add a new carte.

Related resources

About your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Trade in your onetime phone
  • Asking a toll lucifer
  • Pay for your Google Store purchase over time (Financing)

More from Google Store:

  • Get Preferred Care from the Google Store
  • Nest Cameras and Doorbell setup and installation
  • Buy and manage Nest Enlightened
  • Visit the Google retail store in person

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