FAQ
Shopify Hardware Store FAQ
If you’re setting up to sell in-person or upgrading your retail experience, this FAQ covers everything you need to know about purchasing Shopify POS hardware.
Need help with your order?
Use our contact form to get help with missing items, damages, returns, or tax exemptions.
Order Processing
How long does it take for my order to be shipped?
- Orders are processed within 1-2 business days, excluding weekends and holidays.
*Promotional orders are subject to extended processing times started at 4 days minimum
How can I check my order status?
- Click on the "view order" button in your order confirmation email to view the status of your order
Can I modify the items on my order after it's been placed?
- No, once your order is placed we cannot edit the items on your order.
Can I cancel my order?
- Please fill out our Order Change Request form within 1 hour of placing your order, and we'll do our best to help!
Can I change my shipping address after placing an order?
- Please fill out our Order Change Request form within 1 hour of placing your order, and we'll do our best to help!
Shipping & Delivery
Do you offer free shipping?
- Yes! We offer free ground shipping on all orders.
How long will it take for my order to arrive?
- Orders are processed within 1-2 business days. Delivery times depend on the shipping method selected at checkout. Refer to estimated delivery times during checkout.
Can I expedite shipping on an order that's already been placed?
- Expedited shipping cannot be applied to orders already placed.
How can I track my shipment?
- You will receive a shipping confirmation email with tracking information once your order has shipped.
Which shipping carriers do you use?
- We use a mix of carriers to get your order to you quickly. Most commonly Fedex and local carriers.
What happens if no one is available to receive my package?
- The carrier may leave a re-delivery notice or return the package to the delivery center for pickup. Please contact the carrier.
What happens if my package is returned to the sender?
- If your package is returned to our warehouse, please inform us by replying to your order confirmation email or emailing hardware-store@shopify.com with your order number.
We will issue a refund, or reship your order to a new address.
Returns & Refunds
What is the return policy?
- We offer 30 days, no questions asked returns on all hardware.
- Check out our full return policy for all the details.
Do you offer free return shipping?
- Yes! We make returns easy with free pre-paid return labels.
- Only use the return labels we provide. Hardware sent with other labels may go to the wrong location and you'll forfeit your refund.
How do I initiate a return?
- Visit our return portal to start your return.
What happens after I submit my return request?
- Print your return shipping label from the confirmation email
- Schedule a pickup or drop off your return at your local carrier location
- Track your return to confirm the warehouse received your hardware
- Wait 7-10 business days for the refund to appear on your original payment method
How long do I have to return an item?
- You have 30 days from delivery to start your return.
- Once approved, ship your hardware back within 30 days or your return request will expire.
How long until I receive my refund?
Once we receive and verify your returned hardware, refunds take up to 10 business days to appear on your original payment method.
If it's been more than 10 days since the warehouse received your package, contact us through our Order Support contact form and we'll help track it down.
Order Issues
What do I do if I have an issue with my order?
- Head to our Order Support contact page and fill out the form. Have your order number handy to speed things up.
Can I get a copy of my receipt/invoice?
- The invoice link is included in your shipping confirmation email. Contact us at hardware-store@shopify.com with your order number if you are having any issues.
What if I'm tax exempt?
- Visit our Order Support contact page and select "I need to set up my tax exemption." Have your tax exemption forms ready to upload
Please note: Taxes on already placed orders cannot be refunded if the exemption was not in place at time of payment.