Shop Promise

The Shop Promise badge is displayed on products from US stores that meet the Shop Promise requirements. The badge names what you can count on when you buy that product:

• Trusted delivery: Orders for this type of product from this store consistently reach the carrier quickly.
• Free returns: You can return the product without paying for return shipping or a restocking fee.
• Returns accepted: You can return the product under the store's return policy, but fees might apply.

A product can display one or more of these benefits. An estimated arrival date might also be displayed with the badge. There are no subscription or membership fees for Shop Promise.

You can find the Shop Promise badge in the following places:

• Product pages
• Checkout
• Order confirmation and order status pages
• The Shop app

Returns are handled by the store under its own return policy. If you have a question about a return, then contact the store.

Limited guarantee for earlier orders

Stores are moving to an updated Shop Promise. The updated Shop Promise doesn't include a delivery guarantee, so orders placed after a store moved aren't eligible for Shop Cash when they arrive late.

Some earlier orders are still covered under the previous terms. These orders were placed before the store moved to the updated Shop Promise, and qualified for the limited guarantee. If the first delivery attempt for one of these orders was later than its estimated delivery date, then you might be eligible to receive $5.00 USD in Shop Cash. You can spend Shop Cash in the Shop app or on the Shop website. Learn more about the eligibility requirements for the limited guarantee.

Claim your Shop Cash

How you claim Shop Cash for an eligible order depends on the payment method that you used at checkout. You can claim in the Shop app or on the Shop website.

Orders made using Shop Pay

If you paid with Shop Pay and your order arrived late, then you can check whether it qualifies and claim $5.00 USD in Shop Cash from the order.

Steps:

1. From the Shop app, go to the tab.

2. Tap the order that was delivered late.

3. On the Shop Promise card, tap Claim Shop Cash.

4. If you're prompted to complete Shop Pay setup, then follow the prompts, and then return to the order and tap Claim Shop Cash again.

Orders made using other payment methods

If you didn't pay with Shop Pay, then you can claim only if it's your first claim with that store. You need a verified Shop account and Shop Pay account to make the claim. After you set up both accounts, follow the same steps to claim your Shop Cash.