Get a refund for orders that are returned to sender
Sometimes, the delivery carrier can't deliver you a package, so they send it back to the warehouse. When that happens, you can track your package and request a refund once the package has arrived at the warehouse.
Get help with returned packages
When a carrier can’t deliver your Google Store order, they send it back to the warehouse. This can happen for several reasons, including:
- You refused a delivery or delivery was refused by someone at the address.
- Nobody was home to sign for your signature-required package, or the carrier made the maximum number of delivery attempts.
- Your shipping address was incorrect or incomplete.
- The address is a type we cannot deliver to (e.g., some PO Boxes).
- You asked the carrier to hold the package at their office, but you didn’t pick it up on time.
- You asked to cancel the order after it was already sent out.
Important:
- We are unable to re-ship orders that are returned to us. If you still want the items, you will need to place a new order.
- You cannot cancel orders that are being returned to the warehouse. Our warehouse must receive the package before we process any refund.
Track your package
You can track your returned package using the same tracking number provided for the original delivery.
- Go to your Google Store order history.
- Next to the shipped order you want to track, select View or Edit order.
- Select Track shipment.
Get a refund for your order
Important:
- If the package is still in transit to the warehouse, you won't be able to request a refund yet.
- If your package tracking hasn't updated or shown movement towards the warehouse for more than 10 business days, contact Google Store Support for help.
Once the tracking shows the package has arrived back at the warehouse, contact Google Store Support to request a refund. Your refund will include what you paid for shipping and taxes. After we confirm the package has been received at the warehouse, it may take up to 14 business days for you to receive the refund.
Reorder the item
We cannot re-ship returned orders. Place a new order on the Google Store if you still want the item.
Tip: If you need the item urgently, you can place the new order before you receive the refund for the original purchase.
If you used a Google Store promotional code:
- Contact Google Store Support. Our team can verify the status of your order and provide you with a replacement code which can be used on your new order or provide a refund equivalent to the promotion discount.
If you used a public promotion:
- If the public promotion is still active, place a new order to receive the discount.
- If the public promotion has ended, place a new order for the same item at the current price. Then, contact Google Store Support and share both order IDs. We may be able to help you with a partial refund to match the original promotional price.