FAQ

Important Information about the Swipe (Audio Jack and Lightning) readers and Tap, Chip, and Swipe readers

Starting on January 31 2022, Swipe readers (Audiojack and Lightning) and Tap, Chip, and Swipe readers for iOS and Android will no longer be supported by Shopify. Please know that you will still be able to process payments through Black Friday Cyber Monday and the 2021 holiday season.

To learn more about the transition, visit our dedicated help center page.

 

Find answers to common questions asked about purchasing hardware.

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BACKORDERS

(Updated October 7, 2021)

Why is there a backorder/extended wait times on the Retail Kit and Tap & Chip Reader?

  • Due to a world-wide chip shortage, it is important for Shopify to adapt to the environment to provide our customers with hardware in a timely manner. The chip shortage has affected the inventories for some of our payment readers and retail kits.

What products are currently in back order?

  • We’re taking steps to fulfil our payment readers and retail kits. These are the items that are in backorder: 
    • Shopify Tap & Chip Card Reader
    • Shopify Dock for Tap & Chip Reader
    • Shopify Retail Stand 9.7" and 10.2"/Air 10.2"
    • Shopify Retail Kit 9.7" and 10.2"/Air 10.2" 

What should I do if the retail kits I want are on backorder?

What should I do if the Shopify Tap & Chip Card Reader is on backorder?

COMPATIBILITY

Which hardware is compatible with Shopify POS?

  • The Shopify POS app connects seamlessly with Shopify card readers and compatible hardware accessories like barcode scanners, receipt printers, and more. You can buy Shopify-supported hardware from the Shopify Hardware Store.

Can I bring my own hardware?

 

ORDERING

Order times

  • How long does it take for my order to be processed and shipped?
    • Orders will normally be processed within 2-4 business days (excludes weekends and holidays) + Carrier Shipping Time (see shipping section)

Backordered stock

  • What if a product is on backorder?
    • Due to COVID-19, backorder notices on our site are estimates. Some may take more or less time than indicated to be shipped. We appreciate your understanding. 
  • I got a backorder email. What are my options? 

Payment options

  • Which payment types do you accept?
    • VISA, Mastercard, AMEX, Discover, JCB, Diner’s Club, Space Club, ELO, Apple Pay, Google Pay, Shop Pay and Affirm (Instalments) Available 

Sales Tax

  • What if I'm exempt from sales tax? 
    • Contact Shopify Support with the proper Tax Documentation and we’ll adjust your account to reflect your exemption.

  

ACTIVE ORDERS

Emails about your order

  • Order confirmation: This email contains the details of your hardware order. 
  • Shipment confirmation: This email confirms that the items you’ve ordered have shipped. 
  • Backorder notice: You’ll receive an email notification if an item you ordered is temporarily out of stock. You can wait for the item to be back in stock or cancel the order. 
  • Spam folders: If you’re not receiving emails from the Shopify Hardware store, please check your spam or junk folder.

Order status

  • How can I check my order status?
    • Click “View your order” from your order confirmation email to see your order’s status at any time. 

Changes to your order

  • Can I cancel my order?
    • If you need to cancel an order, please reach out to support, or reply to your order confirmation email. 
      • You have one hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented. 
  • Can I change my address?
    • You have 1 hour from placing your order to request changes to your order.  There are no guarantees that the changes can be implemented.
  • My order is taking a long time. Can I pay for expedited shipping? 
    • If your order has been picked and packed by the warehouse, then no further changes can be made. Be sure to select your desired shipping speed when you place your order.
  • Can I switch a product on my order? 
    • You have one hour from placing your order to request changes to your order.  There are no guarantees that the changes can be implemented. 

 

SHIPPING

Can I order hardware to another country?

  • No. Orders placed on a specific region’s site can only be shipped to that location. Be sure to shop from your region’s site (US, Canada, UK, or Ireland) to ensure hardware is available and compatible with your POS. 

My order was returned to the sender, can you reship my order? 

  • No, your order will be refunded and we will generate an invoice for repurchasing. 

Where can I track my order?

  • You can check on the status of your order by clicking the “View your order” button in your order confirmation email.
What does my order status mean?
    • Pre-shipment 
      • Please allow 2-4 business days for your shipment to start its travel. This means the package has been processed and labeled and is waiting to be scanned/picked up by the courier.
    • Pending delivery 
      • This means that there might be an issue with delivery of your order. If there is no scheduled delivery, contact our support team or respond to your order confirmation email with the requested shipping address for a redelivery. 
    • No tracking found 
      • Please allow 2-4 business days for your shipment to start its travel, this means the package has been shipped and waiting to be picked up by the courier. If not resolved contact our support team or respond to your order confirmation email 

Delivery

  • Which couriers do you use for hardware orders? (For gift cards, view below)
    • FedEx, USPS
  • What are the expected shipping times for my order? 
    • Keep in mind that very rural or metropolitan areas might experience further delays, especially during peak seasons. 
    • US - Free Ground Shipping (2-5 Business Days)
      • 1-2 business days: Ohio, Indiana, Kentucky, Michigan, West Virginia
      • 2-3 business days: Wisconsin, Iowa, Illinois, Louisiana, Mississippi, Tennessee, Georgia, North Dakota, South Dakota, Virginia, Maryland, Delaware, New Jersey, Connecticut, New York, Alabama, Vermont, Pennsylvania 
      • 3-4 business days: Arizona, Arkansas, Colorado, Florida, Kansas, Maine, Massachusetts, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Mexico, North Dakota, south Dakota, Texas, Wyoming, Oklahoma, Rhode Island 
      • 4-5 business days: Washington, Oregon, Idaho, California, Nevada, Utah  
      • 7+ business days: Hawaii, Alaska
      • 7+ business days: Puerto Rico (Only 1 Shopify card reader added to cart is eligible for free shipping.) If you're ordering more items you'll need to pay for the shipping method presented at the checkout.

 

RETURNS AND WARRANTIES

    What is your return policy?

    • You must request a return within 30 days of the product being shipped to you. Returns must be shipped back to our warehouse within 7 days of receiving your return label.
    • Please see our complete United States Return Policy.

    I have an issue with my order. Who should I notify? 

    • If items in your order are missing, damaged, or defective please reach out to support, or reply to your order confirmation email.

    Does Shopify’s hardware come with a warranty?

    • Shopify’s first-party products include a standard 1-year warranty. Businesses with the POS Pro Subscription get an extended 2-year warranty. 
    • Please review our complete warranty policies here.

     

    GIFT CARDS

    FAQ about gift cards can be found here.

    • If you need assistance with your gift card order, please reach out to support, or reply to your order confirmation email.
    • If you're experiencing issues with receiving your PDF proof, please check your spam or junk folder.