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Square Shop Shipping & Tracking FAQ

Find answers to commonly asked questions about orders placed via Square Shop.

Shipping and Delivery FAQ

When will my Square Shop order arrive?

Your order will be shipped according to shipping quote mentioned in webshop:

Express: 1–2 working days

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

How can I check my order tracking details?

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 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.

Which courier is delivering my order?

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

What is the ‘Ready to Go’ status?

Our warehouse is finalising your order for shipping. 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 on 0800 098 8008, Monday to Friday, 9:00–17:00.

Why is my order delayed?

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

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

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

Note: If your delivery date changes, please allow the courier 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’ve 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’re still unable to locate your package, please contact the courier (DPD or Pallet Force) directly to confirm the delivery location.

If you’ve spoken to the courier and they’re unable to assist, contact Square Support on 0800 098 8008, Monday to Friday, 9:00–17:00 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 working days. Please refer to your shipment confirmation email for information on each package.

If your package is missing an item, please contact Square Support on 0800 098 8008, Monday to Friday, 9:00–17:00 with your order number and details of the missing item(s).

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

Our couriers deliver throughout the day – including evenings – but sometimes they’re unable to deliver your package. The courier will let you know they’re holding it at a local facility by leaving a note or calling you directly. Please contact UPS directly to organise collection of your order.

Why is my delivery status pending?

If your tracking information shows ‘On its way’ and there is no delivery date after 48 hours, please contact the delivery courier directly to receive an update. If they’re unable to assist, contact Square Support on 0800 098 8008, Monday to Friday, 9:00–17:00.

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 on 0800 098 8008, Monday to Friday, 9:00–17:00 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 you need to change the delivery address on your shipment, please contact the courier once the shipment is in transit directly providing your tracking number.

Can I cancel my order after I have placed it?

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

Returns, Exchanges and Refunds

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’ll 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.

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 on the warranty confirmation email.

If your card on file was charged and it has been more than 10 working days since you shipped your original hardware back to us using the provided return label, and if you feel you’ve been charged in error, contact Square Support on 0800 098 8008, Monday to Friday, 9:00–17:00 for further assistance.

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

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 working days. You may track the progress of your return shipment from the link in your return confirmation email. You’ll receive an email confirmation when we process your refund.

If it’s been more than 10 working days since your package was received at our warehouse and you haven’t received your refund to the original payment card, contact Square Support on 0800 098 8008, Monday to Friday, 9:00–17:00 for assistance.

While You’re Waiting for Your Hardware

While you’re waiting for your order 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.

If you need a reader immediately, pick one up at a participating retail store.

Learn more about: Magnetic Stripe Card Reader

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