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.
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?
- While we cannot guarantee anything, we may be able to cancel your order within 1 hour of placing it. Please reply to your order confirmation email, or email us directly at hardware-store@shopify.com.
Can I change my shipping address after placing an order?
- While we cannot guarantee anything, we may be able to update your order details within 1 hour of placing it. Please reply to your order confirmation email, or email us directly at hardware-store@shopify.com.
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 New Zealand Post.
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
Do you offer free return shipping?
- Yes! We make returns easy with free pre-paid return labels.
How long do I have to return an item?
- You have 30 days from the date you received your order to initiate a return.
How do I initiate a return?
- Visit our return portal to start your return.
How long do I have to return an item?
- You have 30 days from receiving your return label to submit your return.
Order Issues
Who should I contact if I have an issue with my order?
- Reply directly to your order confirmation email or contact us at hardware-store@shopify.com with your order number.
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?
Email hardware-store@shopify.com with the following information:
- Tax exemption certifications or documentation required by your location.
- Email address to be used for all future tax exempt purchases and expiration notifications.
- Your Name, Company Name, Registered Business Address, and Phone Number
Please note: Taxes on already placed orders cannot be refunded if the exemption was not in place at time of payment.