Contacting a Shopify store about an order

If a customer of a Shopify-hosted store needs help with an order, then they need to contact the store directly. Store owners are responsible for providing information to their customers about orders. In most cases, customers can contact a store by calling a phone number, email, or contact form found on the store website, or through social media platforms like Facebook Messenger. An order confirmation email might also have store contact details or tracking information for the order.

According to Shopify's Privacy Policy, Shopify can’t release any information about a store on Shopify, including whether or not a store is using Shopify services.

Frequently asked questions for store customers

What is Shopify?

Shopify is a commerce platform that provides the tools for merchants to set up an online store and sell products and services on a website, at physical retail locations, through marketplaces, and elsewhere. Shopify doesn't sell products, except for the hardware available through the Shopify Hardware Store. Customers buy products from stores that use Shopify software.

How do I find a store’s shipping and return policies?

According to Shopify’s Terms of Service, store owners are responsible for their store policies and business practices. Customers might find a store’s policies on a store page or checkout page, or they can contact the store to ask about their policies.

What do I do if I haven’t received my order, or I’m not happy with a product?

If you’re wondering where your order is, or you have questions about a product, then you should contact the store where you placed the order. You can also try tracking your package, if you have a tracking number for it. Make sure that you understand the store’s policies. According to Shopify's Terms of Service, store owners are responsible for their store policies and business practices.

What do I do if I don’t hear back from a store?

If you have tried to resolve an issue with a store but it hasn’t worked, then after 30 days you can contact Shopify Support. Due to privacy, Shopify can’t provide information about an investigation. However, the store owner is informed about the issue. Shopify might contact you to gather more information, but won’t provide investigation results.

Is Shopify GDPR Compliant?

Yes. You can also review our Privacy Policy, Cookie Policy, Help Center topic for GDPR, and GDPR Whitepaper.

If you use any of Shopify’s customer-facing services such as Shopify Pay, Frenzy, or Arrive, or you've subscribed to the Shopify newsletter, and would like to exercise your GDPR rights (obtain a copy of your personal data, request that your personal data be deleted, correct your data, or take your data to another platform), then you can email us at privacy@shopify.com.

Are Shopify Merchants GDPR Compliant?

Shopify provides stores with the tools to be GDPR compliant, but each merchant is responsible for making sure that their store meets the requirements of the GDPR. You can review a store's privacy policy for their data collection and management processes.

If you are a customer of a store and would like to exercise your GDPR rights (obtain a copy of your personal data, request that your personal data be deleted, correct your data, or take your data to another platform), then you need to make a GDPR request directly to the store.

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