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Square Shop Shipping & Tracking FAQ

Depending on your shipping options, your hardware will arrive anywhere between five to seven business days.

Keep in mind: If you’ve ordered multiple items from the Square Shop, they may arrive in multiple packages.

Shipping and Delivery FAQ

How can I check my order tracking details?

We’ll email 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. You can check your order status on your online Square Dashboard by navigating to Settings > Account & Settings > Square Hardware > My Orders.

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.

Note: You can also follow along via the shipment email from our tracking partner Narvar. You should receive a confirmation email and shipping confirmation email from Narvar once your order has been processed and shipped.

What is the “Ready to Go” status?

Our warehouse is finalizing 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 1-855-700-6000, Monday to Friday, 6 a.m. – 6 p.m. PST.

Why is my order delayed?

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

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

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

How can I locate a missing order?

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 directly to confirm the delivery location.

If you have spoken to the carrier and they are unable to assist, contact Square Support at 1-855-700-6000, Monday to Friday, 6 a.m. – 6 p.m. PST with your order number, and our team can help.

I’ve received my order but I’m missing items

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

If your package is missing an item, please contact Square Support at 1-855-700-6000, Monday to Friday, 6 a.m. – 6 p.m. PST with your order number and details of the missing item(s).

I’ve missed a delivery, how do I collect it?

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 the carrier directly to organize pickup/redelivery of your order.

I’ve received my order but an item is damaged or incorrect.

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

If you received an incorrect item, please contact Square Support at 1-855-700-6000, Monday to Friday, 6 a.m. – 6 p.m. PST with your order number for further assistance.

Change Order FAQ

I’ve just placed an order, can I change the shipping method?

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

Can I change the delivery address after I’ve placed an order?

If your package has shipped via FedEx, you are able to change the delivery to a FedEx location via the Shipment Track page linked in your shipment confirmation email.

Otherwise, if you need to change the delivery address on your shipment, please contact the carrier directly:

Returns, Exchanges and Refunds FAQ

How do I return my order?

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 10 calendar days after your return package 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.

What happens after I process a warranty exchange?

When processing an eligible warranty exchange, your replacement hardware will ship once you successfully place your free warranty claim in Square Shop – so 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 in 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 1-855-700-6000, Monday to Friday, 6 a.m. – 6 p.m. PT for further assistance.

I’ve returned my order. When will I receive the refund?

When using the Square-provided return label, refunds for returned units are processed within 10 calendar days of the returned package arriving and being validated at our warehouse. Once your order is validated to contain all original hardware needed for the return, your refund will be processed to your original payment card. You will receive an email confirmation when we process your refund. You may track the progress of your return shipment from the link in your return confirmation email.

If it has been more than 10 calendar 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 855-700-6000, Monday to Friday, 6:00 a.m. – 6:00 p.m. PST for assistance.

While You are Waiting for Your Hardware

While you’re waiting for your reader to arrive, you can manually enter payments from the Square app, send Square Invoices Plus or process payments using the Virtual Terminal in your online Square Dashboard.

Learn more about: Magstripe Reader

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