For help on common issues with your Google Store order, check out this guide.

Get help with your Google Store order

You can get help with your Google Store order status, any shipping issues, and other top questions.


Stadia, and Stadia-related hardware, will no longer be available for purchase on Google Store. For more info about this update, visit these FAQs. If you need more support with your device or subscription, please contact Stadia Support.
Check order status & delivery dates
For the most up-to-date info on your order status like tracking info or estimated delivery dates, go to your Order History page.
Order is delayed

Some challenges might delay your order, such as:

  • Issues with payment methods or inventory
  • Incorrect or incomplete shipping addresses
  • Harsh weather conditions
  • Delivery carrier delays

If tracking is available in your region, you can track your order through the delivery carrier’s tracking link which can be found from either:

Tip: If you paid for expedited shipping and your order arrives late, you’ll get a refund of the shipping fees for any delayed part of the shipment. Learn more about delayed orders.

Didn’t receive a package that shows as “delivered”

Although we try to deliver your package on time, your package might show up after the expected delivery date. If you get an email that confirms your delivery but you don’t receive your package, you can:

  • Check the tracking page on the delivery carrier website: Make sure the tracking page says “Delivered.” You can find your tracking number in your shipping confirmation email or on your Order History page.
  • Check that the shipping address is correct: You can find the shipping address in the emails you receive about your order or on the “Order details” page. You can find your “Order details” page through your “Order History” page.
  • Check the nearby area: You can also check with neighbors.
  • Wait up to 48 hours: After the tracking website says “Delivered,” there may still be unexpected delays. To check the status, contact the delivery carrier directly.

If your order is still missing, contact Google Support within 15 days of when the package was supposed to be delivered.

Find your replacement, repair, return, or refund status
  • To check your replacement or return status: Go to this page.
  • To check your repair status: Go to this page.
  • To check on a refund: After Google starts to process your refund, it may take extra time for your financial institution to make the funds available in your account. If you don’t get your funds after 14 days, please reach out to your financial institution.

    Important: For users in Japan, refunds can take up to 45–60 days to be processed by the banks.

Return your order
  1. Go to your Order History page.
  2. Find the order with the item you want to return.
  3. Select View details.
  4. To complete your return, follow the on-screen instructions. Learn more about how to return your device for a refund.

Tip: If “Device is not eligible for return” shows up, either your order hasn’t shipped or it’s too late to return your order. If it hasn’t shipped, you can try to cancel or change your order.

Cancel your order
  1. Go to your Order History page.
  2. Find the order you want to cancel.
  3. Select View details and then Cancel shipment.

If “Cancel shipment” isn’t an option, it’s too late to cancel the shipment. You can either:

  • Refuse a face-to-face delivery with the carrier driver or
  • Leave a note on your door

However, the driver might choose to deliver your order anyway, so you’ll have to return the item. If you’re within the return period, you can return your order on your Order History page.

Change your shipping address
  1. Go to your Order History page.
  2. Find the shipment with the address you want to change.
  3. Select View order and then Change shipping address.
  4. Choose a shipping address. If the address you want isn’t there, select Add another address.

Tip: If there isn’t an option to change the address, it’s too late to change your shipping address. To request a change, you’ll need to contact the delivery carrier to check if they can change the address or hold the package at a local carrier store for pickup.

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Clear search
Close search
Google apps
Main menu
Search Help Center