Square Shop Shipping & Tracking FAQ

Your order will be shipped via standard or paid + expedited delivery:

• Standard: 2-7 business days

• Express: 1-4 business days

Keep in mind: If you’ve ordered multiple items from the Square Shop, it may arrive in multiple packages. All hardware shipping is carbon-neutral.

No, this option is not available.

If your account is set up correctly, you’ll next need to check your order via Square Shop.

1. From Square Shop, sign in to your Square account.
2. In the top right hand corner, click My Account > Order Status.
3. Click your order to view the order details.

If your order has been fully processed, you can track your order by selecting Track Order on your hardware order – it may still be in transit.

Note: We’ll also email you updates as we process your order, including carrier tracking details for shipped orders and order status. You can track your order from the link in your shipping confirmation email, as well as sign up for SMS alerts about the status of your shipment. The tracking page and SMS messages relay the shipment scans while en route.

Tracking information can take up to 24 hours to appear after your item ships. Note: If an order includes multiple items, each may have a separate delivery date and tracking information.

Your order will be processed by Australia Post or TNT.

TNT Support

• Visit TNT FAQ page
• Call the TNT support team on 13 11 50
• Send a message

Australia Post

• Visit Australia Post Help Centre
• Call the Australia Post support team on 13 76 78

Our warehouse is finalising your order for shipping. Your tracking will update once the delivery carrier picks up and scans your item for delivery.

If you do not see tracking after 48 hours, please contact Square Support at 1800 760 137, Monday to Friday, 9am - 5pm.

For delays due to severe weather, delivery carrier outages, or unforeseen natural causes, please check the carrier’s website for updates:

UPS

You can sign up to receive SMS messages from the shipment tracking page.

Note: If your delivery date changes, please allow the carrier the opportunity to deliver on the new scheduled day.

If your tracking information states that your package was delivered but you have not received it, please check around your home, as the package may have been left in a safe place.

Please check with your neighbours as someone may have retrieved the package.

If you are still unable to locate your package, please contact the carrier (TNT or Australia Post) directly to confirm the delivery location.

If you have spoken to the carrier and they are unable to assist, contact Square Support at 1800 760 137, Monday to Friday, 9am - 5pm.

Some orders are sent in multiple shipments which may deliver at different times or business days. Refer to your shipment confirmation email for information on each package.

If your package is missing an item, please contact Square Support at 1800 760 137, Monday to Friday, 9am - 5pm.

Our carriers deliver throughout the day—including evenings—but sometimes they are unable to deliver your package. The carrier will let you know they are holding it at a local facility by leaving a note or calling you directly. Please contact TNT (FedEx Express) or Australia Post directly to organise collection of your order.

If your tracking information shows “On its way” and there is no delivery date after 48 hours, please contact the delivery carrier (TNT or Australia Post) directly to receive an update.

If they are unable to assist, contact Square Support at 1800 760 137, Monday to Friday, 9am - 5pm.

If you receive a damaged item, request a return or replacement by visiting our Warranty and Return page.

If you received an incorrect item, contact Square Support at 1800 760 137, Monday to Friday, 9am - 5pm.

It is not possible to change the shipping method from standard to express or vice versa after your order has been placed.

If you need to change the delivery address on your shipment, please contact the carrier once the shipment is in transit directly providing your tracking number.

Unfortunately, once your order has been created it can not be canceled anymore.

Square offers a 30-day, risk-free return policy on all hardware and accessories purchased from Square Shop. To return your hardware:

1. Locate your Order ID number on your original order confirmation email.
2. Complete the return form.
3. You will receive a return confirmation email. This email includes a link to generate the prepaid return shipping labels. Square will pay for return shipping.
4. Include all cables and accessories, the original packaging and the original packing slip with your return.
5. Upon receiving your return, Square will refund your payment card after confirming all hardware is included. Refunds are issued to the original purchasing card within seven business days after your return has been validated by our warehouse.

Note: Square products purchased through third-party retailers must be returned in accordance with the respective refund and exchange policy of the retailer.

When processing an eligible warranty exchange, a replacement order is automatically generated – free of charge – so that you receive your new hardware as soon as possible.

When filing a warranty claim, the claim asks for credit card information in case you don’t return your current device within 14 days of receiving your new replacement. You won’t be charged unless you don’t send back the device using the return shipping label provided on the warranty confirmation email.

If your card on file was charged and it has been more than 10 business days since you shipped your original hardware back to us using the provided return label, and if you feel you have been charged in error, contact Square Support at 1800 760 137, Monday to Friday, 9 am – 5 pm.

When using the Square-provided return label, refunds are processed within seven business days of our warehouse receiving and validating returned hardware. Once the returned package arrives at our warehouse and is verified to contain all necessary hardware, your refund will be processed within seven business days. You may track the progress of your return shipment from the link in your return confirmation email. You will receive an email confirmation when we process your refund.

If it has been more than 10 business days since your package was received at our warehouse and you haven’t received your refund to the original payment card, contact Square Support at 1800 760 137, Monday to Friday, 9 am – 5 pm for assistance.