The Shop Promise badge displays next to products that offer fast and reliable delivery in five calendar days or less. Orders with the Shop Promise badge made using Shop Pay are backed by a limited guarantee. The best part? There are no subscription or membership fees associated with Shop Promise.
You can find the Shop Promise badge in the following places:
- eligible product pages
- checkout page on eligible orders
- order confirmation page
- in the Shop app
Expected delivery dates are calculated using information such as when you placed an order and where your order will be delivered.
Limited guarantee
Eligible Shop Promise orders are backed by a limited guarantee. If your order didn't arrive by the estimated delivery date, then you may be eligible to receive Shop Cash up to the amount of your shipping fee.
Receiving your Shop Cash under the limited guarantee depends on your payment method. Learn more about the eligibility requirements for Shop Promise.
Orders made using Shop Pay
If you used Shop Pay to complete your order, and it arrives after the Shop Promise estimated delivery date, then you can check your eligibility to receive your shipping costs as Shop Cash on the order status page of the Shop app. To claim your Shop Cash, complete the following steps:
- Log into the Shop app.
- In the Orders tab, tap the order that was delivered late.
- Tap the Shop Promise banner that contains the estimated delivery date.
- Tap Claim your $.
You can check your Shop Cash balance and expiration in the Shop Cash section of the Account tab in the Shop app.
Orders made using other payment methods
If this is your first claim, and you didn't use Shop Pay during checkout, then you can submit the Shop Promise Claim form to check your guarantee eligibility. When submitting the Shop Promise claim form, your claim must meet the eligibility requirements to qualify to receive Shop Cash under the Shop Promise guarantee.
Eligible claims are processed within five business days. If your claim is eligible, then you'll receive your Shop Cash to your Shop account. If you don't have a Shop account, then you can download the Shop app and create an account.
If you can't remember if your order had the Shop Promise badge at checkout, then you can go to the order status page linked in the order confirmation sent to you or in the Shop app to check.
When completing the Shop Promise Claim form, you'll need your order URL. To find your order URL, complete the following steps:
- Go to the order confirmation email sent to you.
- Click View your order.
- From your browser's address bar, copy and paste the URL into the Shop Promise Claim form.
Denied claims
If your claim is denied, then you'll receive an email from Shopify and you won't receive Shop Cash. Refer to the Shop Promise policy page to learn more about reasons why a claim may be denied.
Questions?
If you haven't received an update within five business days, and you've checked your spam or junk folder for an email, then you can contact the Shop support team.