Frequently Asked Questions

When will I receive my order?

Orders ship Monday-Friday. In-stock products typically ship within 48 business hours after you submit your order. Delivery time will depend upon product availability and selected shipping method. Please note we only deliver to US and Canada locations.

When will I receive a product if it's on backorder?

The store is occasionally out-of-stock on popular items. It may take between 1-4 weeks for a product on backorder to be shipped to you. You will receive an e-mail notification upon shipment.

How much is shipping and handling for my order?

Shipping and handling charges are calculated based upon your order total. Your shipping charges will be indicated when your order is placed. In your shopping cart calculate the charges by selecting the destination and level of service. Customs and duty fees are the responsibility of the recipient.

Can products be shipped to PO Boxes/APO/FPO addresses?

We do not currently ship to P.O. Boxes. All products can be shipped to APO and FPO addresses and will typically be sent via USPS. When shipping to an APO/FPO, please remember to indicate the following: US for recipients within the United States; AE for recipients in Canada, Europe, Africa or Middle East; and, AP for recipients in Asia or the Pacific. For all addresses select United States from the country pull down menu.

Will I be charged sales tax?

In states where our commerce service provider and fulfillment partners have operations, we are required to charge sales tax on product purchases as well as shipping and handling. Google Logo Merchandise Store currently collects sales tax in the following states: AL, CA, DC, FL, GA, IL, IN, KY, MD, NJ, NY, NC, NV, PA, SC, TN, VA, WA, and WV.

What is the policy and process for returns?

Products may be returned within 90 days of the original purchase date.

NEST PRODUCTS: Returns will only be accepted for damaged or incorrect items received if reported to the Customer Service Center within 15 days of receipt. Returns cannot be made in exchange for another type of item. To report a damaged or incorrectly shipped item, please retain your original packaging and contact the Google Merchandise Store at 1 (855) 300-2945 or 1 (540)389-0014 (outside the U.S.), or email us googlesupport@robertsonmarketing.com. This must be done within 15 days of receipt.

Although we make every attempt to have items available in stock, occasionally we may list inventory as backordered, indicating that the item is temporarily out of stock. If a negative number is showing on the site for inventory, it reflects a backorder status and you may continue to order this item but understand that it will be backordered. These items are not available to ship immediately because we are in the process of securing additional inventory from our suppliers. For all backorder items, please allow for an additional 2-4 weeks. Inventory levels only decrease after the user has completed placing an order.

Collecting Information

We automatically track your Internet domain address, other identifiers, location, and your use of this website, and analyze this data for trends and statistics. We also maintain a record of your online purchases. At times (e.g., when you purchase a product, register an account, and password) we may ask you to provide certain information about yourself, including your name, address, shipping address, telephone number, e-mail address, and credit card information. Whether or not you provide such information is completely your own choice. But, if you choose not to provide such information, you may be unable to use this website or make online purchases.

Using Information

We use the information that you provide and that we collect automatically for internal business purposes, such as confirming and tracking your order, fraud prevention activities, analyzing trends and statistics, informing you of new products, marketing special offers, requesting reviews, and providing you with other information from and about us. We may contract with companies or persons to provide certain services such as payment processing, order processing, tax calculation, fulfillment, shipping, data management, marketing, advertising, and other services. We provide such companies or persons with the information needed for them to perform these services, which may include your personal information. Such information may be transmitted outside the United States, European Union, and other countries and regions. In certain instances, we may disclose your personally identifiable information when we have reason to believe that it is necessary to identify, contact, or bring legal action against persons or entities who may be causing injury to us, our customers, our suppliers, or our service providers. We may also disclose your personally identifiable information when we believe the laws require it or when requested by governmental authorities.

Please note that we operate this website on behalf of a third party which is identified on the website by its logo, branding, or other indications. We will disclose the information that you provide and that we collect automatically to that third party, and we have no control over how that third party may use that information. However, you may have a separate relationship with that third party, such as an employment agreement or policy, which may require that you comply with the third party's requirements regarding your use of this website.

Changing Information

If you would like to update or correct your e-mail address, street address, or other personal information with us, please do so by accessing your account information on our homepage. In addition, when you purchase from us through our website, we may need to contact you via telephone, facsimile, e-mail or mail to review questions or issues specific to your order, or to notify you of product availability, special offers, review requests, and other communications, even if you have opted to not receive communications from us. We may use “auto-responders” and other technologies to automatically contact you.

Minors

Our website is a general audience website. We do not knowingly accept personal information from any child under 18 years of age. If we are notified that a child has registered an account and password with us, we will remove the information associated with that account and password. We urge parents and guardians to participate in their children's online activities and supervise children's access to the web. If you are under 18 years of age, you are not given permission to use this website or make any purchases from us.

Cookies

Our website uses technologies such as cookies to automatically identify our visitors and track their use of our website and the Internet generally. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. Generally, we use cookies and other technologies to remind us of who you are, tailor our products and services to suit your personal interests, estimate our audience size, track visits to this website, process your order, record your purchases, display advertisements, or analyze your visiting patterns. You can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. You can also generally remove cookies from your computer. There are resources on the Internet that can provide you with additional information about cookies and how to block or remove them from your computer.

Security

We use security tools to protect the security of your personal information that you share with us. However, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot assure or warrant the security of any information you transmit to or from our website and you do so at your own risk. Once we receive your transmission, we will use reasonable efforts to protect its security on our systems. We urge you to keep your account and password in a safe place and not to divulge it to anyone. Remember to sign off your account and close your browser window when you have finished your visit. This is to ensure that others cannot access your account, especially if you are sharing a computer with someone else or are using a computer in a public place such as a library or Internet cafe.

Our website may contain links to websites operated and maintained by third parties over which we have no control. Privacy policies on such linked sites may be different from our privacy policy. You access such linked sites at your own risk. You should always read the privacy policy of a linked site before disclosing any personal information on such site.

Please note that all Gift Card sales are final. Please note that returns and exchanges are not permitted for custom decorated (DTO) merchandise. Write on the original packing list what you are returning and whether you would like to be credited or have an exchange. If you do not have the packing list, please write the above information on a blank piece of paper and include your name, the person's name that placed the order and your address. Return the package to:

ATTN: GOOGLE RETURNS DEPARTMENT
Robertson Marketing Group
359 Kesler Mill Rd
Salem, VA 24153

Can I place an order via telephone or e-mail?

We ask and encourage you to place your order online, however, customer service is available Monday - Friday from 8:00AM to 8:00PM EST at googlesupport@robertsonmarketing.com. We are also available Monday - Friday from 8:00AM to 8:00PM EST at 1(855)300-2945 (in the U.S.) or 1(540)389-0014 (outside the U.S.).

How can I track my order?

If you have placed an order, you may check the status on "My Account" page once you are logged into the site.

Can I make changes to my order?

You may contact customer service googlesupport@robertsonmarketing.com or call 1(855)300-2945 (in the U.S.) or 1(540)389-0014 (outside the U.S.) to determine if your order can be changed prior to order processing and shipment.

Can I cancel my order?

Order processing begins after you click on the submit button therefore it may not be possible to cancel your order. Please contact customer service at googlesupport@robertsonmarketing.com or call 1(855)300-2945 (in the U.S.) or 1(540)389-0014 (outside the U.S.) for assistance and if your order cannot be cancelled, you may return it.

Can I purchase a Gift Card or Certificate?

Yes. Gift certificates are available for purchase. You simply purchase them as you would any other product with the exception that you must purchase them separately from other products. Please note all Gift Card sales are final. Codes associated with gift cards and online gift certificates will be associated with the user account for the user who first enters the code as a payment method when checking out. It is recommended that guest users login or register before using a gift code. Otherwise, the code will be associated with a guest account and may be more difficult to use in subsequent purchases. If an order is placed with a gift card and the order needs to be refunded; the refund will be credited back to the original gift card. If an order was placed with a gift card and a credit card; the amount paid with the gift card will be refunded to the gift card. The amount that was paid by credit card will be refunded to the credit card.

How do I redeem a Gift Card or Coupon Code?

On the SHOPPING CART page, you will be prompted to enter your Promotion/Coupon Code or any valid Offer Code. Once you enter the code and click "Update," the discount amount associated will be subtracted from your order total. You may then proceed to checkout. If by chance your gift certificate balance does not cover the full cost of your purchase, you may use the alternative payment methods available during checkout. If you do not use the full amount of your gift certificate, the balance will be recorded by the system and the funds will be available for future purchases. You may repeat this process for as many gift cards as you have.

The Google Store accepts the following payment methods.

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Google Gift Card or Gift Coupon Code/Certificate

We are unable to accept checks, cash, or bank transfers.

Who is responsible for paying duties and taxes for international shipments?

The Consignee (Recipient) of the package(s) is responsible for any duties and import taxes due upon delivery. Duties and taxes are not calculated or charged when you place your order online and will be payable to Customs when you receive your order.

Is the Google Merchandise Store merchandise available in any other currency besides U.S. dollars?

All prices displayed on the Logo Merchandise Store are in U.S. dollars only. Please contact your credit card company for current exchange rates.

Can I ship all logo merchandise in the Google Merchandise Store Internationally?

Due to customs restrictions, we are unable to ship all logo merchandise to some geographic locations. Customer service will notify you if any items you have selected fall into this category.

English Language

It is the express wish of the parties that this Agreement and all related documents, including notices and other communications, be drawn up in the English language only. Il est la volonté expresse des parties que cette convention et tous les documents s’y rattachant, y compris les avis et les autres communications, soient rédigés et signés en anglais seulement.

How can I purchase an item not offered in the Google Merchandise Store (e.g., different color, etc) or place a special order?

For custom order inquiries, please send an email to googlecustom@robertsonmarketing.com or call 1(888) 675-8676 (in the U.S.) or 1(540) 389-0014 (outside the U.S.) between the hours of 8:00AM and 8:00PM EST to speak with a customer service representative.

Google cares about the proper use and protection of your personal information. For more details, please read the store's Privacy Policy.

If you have a security concern, or would like to report a security issue related to the Google Merchandise Store, please email us at security@robertsonmarketing.com

Our goal is 100% accuracy on quantity and timelines for all shipments. RMG processes orders Monday-Friday. All orders for in-stock merchandise are shipped within 48 hours. Overnight and Expedited orders are shipped same day provided they are transmitted before 3:00 p.m. EST.

All orders should arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. Also make note of any damage to the box should you find a discrepancy. If you have questions, there is an 888 number listed on the packing slip.

Every effort is made to source all the products provided responsibly and to comply with local regulations. One such regulation in California is the Safe Drinking Water and Toxic Enforcement Act of 1986, that is more commonly known as Proposition 65, requires the provision of a warning to California consumers regarding products containing certain chemicals. Based on information from product manufacturers, Robertson provides the Proposition 65 warning for products it supplies, as follows:

WARNING:This product contains chemicals known to the State of California to cause cancer and birth defects or other reproductive harm.

Customers should make informed purchasing decisions, including learning more about Proposition 65 if desired. For more information about Proposition 65, please visit the California OEHHA Proposition 65 program at https://www.oehha.ca.gov/prop65/ or http: //oehha.ca.gov/proposition-65/proposition-65-list/

Robertson is Google’s branded merchandise partner in North America. With team members and offices in Silicon Valley and across the United States, in Canada, and in the United Kingdom, Robertson serves numerous Fortune 500 clients, including global technology leaders such as Google. The Robertson team manages the online Google Merchandise Store and the Google campus store in Mountain View, California, and serves as a preferred provider for special order Google branded products.

Robertson offers a full spectrum of in-house services to make it fast and easy to procure Google branded products for marketing and other company events and projects, including design, production, and technology implementation capabilities. We are always ready to hear your opinions – what we do right and what we could improve.

If you would like to reach out to Robertson, please email our team at googlesupport@robertsonmarketing.com

NEST PRODUCTS

The Google Merchandise Store is a reseller of Nest products. All sales, terms and conditions, returns, and other store policies are those of the Google Merchandise Store.

NEST PRODUCT SHIPPING RESTRICTIONS

Nest products currently may only be shipped to addresses within the United States, and Canada. Under each customer's account the customer will have the Canadian and USA orders separated. Customers can view Nest Canada items under View Canadian Product Orders and can view Nest USA orders under View Orders.

NEST PRODUCT – EMPLOYEE UNIT RESTRICTIONS

Google and Nest, employees and interns may only purchase up to five units of a given Nest product within a 12-month period using their employee discount.

There are no restrictions of the number of units a non-Employee can purchase within a 12-month period.

NEST PRODUCT TECHNICAL SERVICE

If you have specific questions about Nest product features, functionalities, apps, or video storage, please go to the Nest website at https://nest.com/support/. There you will find a number of self-service options. You may also contact Nest Support at 855-469-6378.

NEST USA & CANADA RETURNS

Returns will only be accepted for damaged or incorrect items received if reported to the Customer Service Center within 15 days of receipt. Returns cannot be made in exchange for another type of item. To report a damaged or incorrectly shipped item, please retain your original packaging and contact the Google Merchandise Store at 1 (855) 300-2945 or email us googlesupport@robertsonmarketing.com. This must be done within 15 days of receipt.

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