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.
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?
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 firstname.lastname@example.org.
Are Shopify Merchants GDPR Compliant?
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.