Frequently Asked Questions
Ordering
What’s the difference between the U.S. and Canada websites?
At the top right hand corner of the webpages, you have the ability to toggle between the U.S. or Canadian Google Merch Shop. The U.S. Google Merch Shop services both the United States and Canada, or, you may select the Canadian Google Merch Shop which has a smaller, curated collection that ships within and only to Canada. Shopping carts are separate for each respective country and cannot be combined. Click the flag of the country that you would like to have your items shipped from, sign-in and start shopping!
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 9:00AM to 5:00PM EST at googlesupport@robertsonmarketing.com or via phone at 1 (540) 389-0014.
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 (540) 389-0014 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 (540) 389-0014 for assistance. Should your package have already been dispatched, you are welcome to return your parcel after receipt.
Can I purchase a Gift Card or Certificate?
At this time, gift cards are not available for purchase on the Canadian Google Merch Shop. In addition, gift cards are only valid for redemption at the U.S. Google Merch Shop in-store or online. If you are seated in Canada and were given a gift card, be sure to log into the U.S. site by clicking the appropriate flag icon at the top of the page. You will be able to redeem your gift card and have your selections shipped to you. Please be aware that import taxes and duties are the responsibility of the buyer.
How do I redeem a 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.
Payment Methods
The Google Store accepts the following payment methods.
- Visa
- MasterCard
- American Express
- Discover
We are unable to accept checks, cash, or bank transfers.
International Orders
Is the Google Merch Shop merchandise available in any other currency?
All prices displayed on the Canadian Merch Shop are in Canadian dollars only. Please contact your credit card company for current exchange rates.
Shipping & Returns
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 the Canadian website only ships within Canada. Our US website ships to both the United States and Canada.
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.
Will I be charged sales tax?
We are required to charge specific tax rates on product purchases where applicable, as well as shipping and handling. GST/HST/PST rates vary by province.
Returns Questions
If for any reason you are not completely satisfied with your purchase, you may return your order in new, unworn/unwashed, saleable condition.
In the event your package has gone missing or you’ve received a damaged or defective item, please contact our customer support team at googlesupport@robertsonmarketing.com within 7 days for a resolution.
To return items, ensure your return follows the below requirements:
- Returns are eligible for a full refund if returned within 90 days of the original purchase date.
- Items marked or categorized as clearance or final sale are not eligible for exchange, replacement or credit.
- You will be responsible for paying shipping costs for returning your item(s). Shipping costs are non-refundable. Please keep you tracking information, for we are not responsible for any returned items that are lost in transit.
- Returns are only accepted via mail. At this time, not all packages are eligible for free return labels.
- Please indicate on the original packing list what items you would like to return or exchange. In the event you have misplaced your packing slip, no problem! You will just need to write your full name (or the person’s name that placed the order), address, email and the items you have included in the package. Return your package to:
LINKS
ATTN: Returns Dept- Robertson Marketing
553 Basaltic Road
Vaughan ON L4K 4W8
Shipping Information
Our goal is 100% accuracy on quantity and timelines for all shipments. We process orders Monday-Friday. All orders for in-stock merchandise are shipped within 48 hours. Overnight and Expedited orders are shipped the same day provided they are transmitted before 12:00 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, call 1 (540) 389-0014.
Custom Merchandise
How can I purchase an item not offered in the Google Merch Shop (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 (540) 389-0014 (outside the U.S.) between the hours of 9:00AM and 5:00PM EST to speak with a customer service representative.
About Robertson Marketing
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 Merch Shop 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
Protecting Your Data
Robertson Marketing cares about the proper use and protection of your personal information. For more details, please read the store's Privacy Policy.
Security Concerns
If you have a security concern, or would like to report a security issue related to the Google Merch Shop, please email us at security@robertsonmarketing.com