Why hasn’t my Square hardware arrived?

Your order will be delivered according to delivery quote mentioned in webshop:

Standard: Three to five working days

Express: One to two working days

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

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 on your order to view your details.

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

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

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

Our delivery partners are: DPD (parcel service) or Pallet Force (for pallet deliveries). You can check your allocated delivery carrier via the Narvar order page via your delivery email.

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

If you do not see tracking after 48 hours, please contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00.

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

DPD (parcel service) or Pallet Force (for pallet deliveries)

You can sign up to receive text messages from the delivery tracking page.

Note: If your delivery date changes, please allow the courier 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 (DPD or Pallet Force) directly to confirm the delivery location.

If you have spoken to the courier and they are unable to assist, contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00 with your order number and our team can help.

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

If your package is missing an item, please contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00 with your order number and details of the missing item(s).

Our couriers deliver throughout the day – including evenings – but sometimes they are unable to deliver your package. The courier 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 Royal Mail 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 directly to receive an update. If they are unable to assist, contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00.

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 0800 098 8008, Monday to Friday, 09:00 - 17:00 with your order number for further assistance.

It is not possible to change the delivery 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 courier once the delivery is in transit directly providing your tracking number.

Unfortunately, once your order has been created it can’t be cancelled anymore.

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. Your debit or credit card will not be charged unless we do not receive your broken unit within 14 days.

If you feel you have been charged in error, please contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00 for further assistance.

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.
We’ll send you a replacement along with any accompanying accessories.
Send us your old hardware including all original accessories and cables within 14 days of receiving your replacement. Use the same box that your hardware arrived in and apply the returns label provided via email upon completion of the warranty form. Square will pay for delivery both ways. Your debit or credit card will not be charged unless we do not receive your broken unit within 14 days.
If you feel you have been charged in error, please contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00 for further assistance.

Refunds for returned units are processed as soon as the returned package arrives at our warehouse. You may track the progress of your return delivery from the link in your return confirmation email. You will receive an email confirmation when your refund has been processed.

If it has been more than 10 days since you sent your return package and you have not received your refund, please contact Square Support at 0800 098 8008, Monday to Friday, 09:00 - 17:00 for assistance.