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Why Hasn’t My Hardware Arrived?

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 ship quote mentioned in webshop:

Standard: 3-5 working days

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 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 text message alerts about the status of your delivery. The tracking page and text 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.

What is the ‘Ready to Go’ status?

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 90 48 46, Monday to Friday, 0900 - 1700.

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:

UPS

You can sign up to receive text 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.

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 (UPS) directly to confirm the delivery location.

If you have spoken to the carrier and they are unable to assist, contact Square Support at 1800 90 48 46, Monday to Friday, 0900 - 1700 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 be delivered 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 1800 90 48 46, Monday to Friday, 0900 - 1700 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 TNT (FedEx Express) or Australia Post 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 carrier directly to receive an update. If they are unable to assist, contact Square Support at 1800 90 48 46, Monday to Friday, 0900 - 1700.

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 1800 90 48 46, Monday to Friday, 0900 - 1700 with your order number for further assistance.

Change Order FAQ

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

It is not possible to change the delivery 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 carrier directly once the shipment is in transit, 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

If you need to return or exchange your Square Hardware, visit our Limited Warranty and Returns page for detailed instructions on how to proceed.

What happens after I process a warranty exchange?

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 1800 90 48 46, Monday to Friday, 0900 - 1700 for further assistance.

How do I return my order?

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 1800 90 48 46, Monday to Friday, 0900 - 1700 for further assistance.

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

Refunds for returned units are processed as soon as the returned package arrives at our warehouse. You may track the progress of your return shipment 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 shipped your return package and you have not received your refund, please contact Square Support at 1800 90 48 46, Monday to Friday, 0900 - 1700 for assistance.

While You are 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.