FAQ

To continue offering the greatest mobile selling experience for retailers, Shopify is transitioning to Tap to Pay on iPhone as our recommended option for mobile sales in store.

As a result, Shopify will end support for POS Go by September 2026 and stop sales of POS Go on September 25, 2024.

What does this mean for my current POS Go devices?

If you are currently using POS Go for mobile sales in your store, there will be no impact to your devices for 2 years. Your devices will continue to be fully supported by Shopify until September 2026.

Will my POS Go devices continue to perform as expected?

Yes. The Retail Hardware and Payments teams are committed to ensuring the POS Go devices continue to perform as expected. Any new features we release for POS will be included in updates to POS Go so that the experience continues to remain at parity with POS on any other device.

When calling in for support, our technical support teams will still be able to help with any issues and devices under warranty will continue to be covered until September 2026.

Will sales of POS Terminal also be discontinued?

No. POS Terminal is not affected. It will still be available for sale on the Hardware Store and will continue to be Shopify’s best-in-class option for sales at the counter.

If we purchase POS Terminal after September 25, will the POS Go included work as a POS Go?

No. Even though POS Terminal includes a POS Go and Dock, the POS Go included in POS Terminal sales after September 25 will only run customer display mode and will not be able to run the mobile feature set.

After September 25, POS Go will be referred to as the “POS Terminal Reader”.

What is “customer display mode”?

Customer display mode is the state that POS Go transitions to when it is docked. When docked in customer display mode, POS Go becomes POS Terminal: a dedicated countertop card reader and customer-facing display that must be paired with a tablet. When in customer display mode, POS Go (or POS Terminal) cannot access the mobile feature set.

What is the “mobile feature set”?

The mobile feature set for POS Go includes: running the Shopify POS software natively, using the built-in barcode scanner, and accepting tap, chip, or swipe payments via the built-in card reader when the device is not docked.

Will the Wisepad 3 card reader continue to work?

Yes. Our Wisepad 3 card reader will continue to work as expected. There are no plans to stop selling that device.

Will you replace POS Go units that become defective before September 2026?

Yes. If devices are still under warranty, we will provide support and replacements when necessary. Learn more about Shopify’s Hardware Warranty

In September 2026, what will happen to our POS Go devices?

When POS Go is sunset in 2026, your current devices will only work in customer display mode and it will no longer be able to run the mobile feature set.

When will Tap to Pay launch in my country?

Tap to Pay on Android will be available in <COUNTRY> in the fall of 2024.

What is Tap to Pay on Android?

Tap to Pay on Android allows you to accept contactless payments in person with just a smartphone—no additional hardware or card readers required.

How does Tap to Pay on Android work?

Tap to Pay on Android uses the NFC (or near-field communication) chip in the smartphone to read payment data from contactless credit or debit cards and digital wallets on smartphones or smart watches. When Tap to Pay on Android is selected at checkout on POS, it will activate the NFC card reader on the device to accept the payment.

Can we use Tap to Pay on tablets?

Yes, some Android tablets are equipped with NFC and can accept Tap to Pay payments. See compatible tablets here.

What are the benefits of Tap to Pay on Android?

• Tap to Pay on Android uses the built-in NFC (near-field communication) chip to accept payments, meaning additional hardware is not required to accept a payment.
• Because Tap to Pay is running on a smartphone, you can run POS over WiFi or cellular data using a SIM card. This means you can sell anywhere with this device.
• You can run the Shopify POS app in addition to other Android apps on a smartphone, meaning you can make your device more of an all-in-one tool.

What payment methods are accepted with Tap to Pay on Android?

Tap to Pay on Android can accept contactless payments from tap-enabled credit or debit cards and digital wallets on smartphones and smart watches. This includes Apple Pay, Google Pay, Samsung Pay, and more.

In European countries, Tap to Pay on Android will accept all payment methods accepted on Shopify Payments: Visa, Mastercard, AMEX, VPay, Maestro, and Discover.

In New Zealand and Singapore, Tap to Pay on Android will accept Visa, Mastercard, and JCB.

Note, that Tap to Pay on Android cannot accept chip-insert or swipe payments, so it is recommended that you have an additional card reader available, like the WisePad 3 Card Reader.

Is Tap to Pay on Android secure?

Yes. Payments processed on Shopify Payments are PCI compliant and meet EMV standards for contactless payments. This means cardholder data is encrypted and firewalls are secure.

How much does Tap to Pay on Android cost?

There are no additional fees to use Tap to Pay on Android. Payments accepted with Tap to Pay on Android are processed by Shopify Payments so they are subject to standard card processing rates.

Which hardware is compatible with Shopify POS?

• The Shopify POS app connects seamlessly with Shopify card readers and compatible hardware accessories like barcode scanners, receipt printers, and more. You can buy Shopify-supported hardware from the Shopify Hardware Store.

Can I bring my own hardware?

• Check our list of compatible hardware to see if your current hardware accessories (barcode scanners, receipt printers, etc.) will work with Shopify POS. To integrate payments with Shopify POS, you must use WisePad 3 Reader or the Shopify POS Terminal.
• Hardware overview
• Hardware kits for Shopify POS
• Card readers
• mPOP all-in-one
• Cash drawer for Shopify POS
• Barcode scanners
• Barcode printers
• Receipt printers
• iPad stands for Shopify POS

Order times

• How long does it take for my order to be processed and shipped?
  • Orders will normally be processed within 2-4 business days (excludes weekends and holidays) + Carrier Shipping Time (see shipping section)
    

Backordered stock

• What if a product is on backorder?
  • Due to COVID-19, backorder notices on our site are estimates. Some may take more or less time than indicated to be shipped. We appreciate your understanding.
• I got a backorder email. What are my options?
  • Wait for inventory to be received by the warehouse
  • Cancel the order (see Changes to your order)

Payment options

• Which payment types do you accept?
  • Major Credits Cards, Visa, Master Card, Amex, Maestro, ShopPay, Apple Pay, Google Pay

Sales Tax

• What if I'm exempt from sales tax?
  • Contact Shopify Support with the proper Tax Documentation and we’ll adjust your account to reflect your exemption.
• What if I was charged the wrong sales tax?
  • Contact Shopify Support and we’ll adjust your account to reflect the appropriate tax.

Emails about your order

• Order confirmation: This email contains the details of your hardware order. 
• Shipment confirmation: This email confirms that the items you’ve ordered have shipped. 
• Backorder notice: You’ll receive an email notification if an item you ordered is temporarily out of stock. You can wait for the item to be back in stock or cancel the order. 
• Spam folders: If you’re not receiving emails from the Shopify Hardware store, please check your spam or junk folder.
  

Order status

• How can I check my order status?
  • Click “View your order” from your order confirmation email to see your order’s status at any time.

CHANGES TO YOUR ORDER

• Can I cancel my order?
  • If you need to cancel an order, please reach out to support, or reply to your order confirmation email.
  • You have one hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.
• Can I change my address?
  • You have 1 hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.
• My order is taking a long time. Can I pay for expedited shipping?
  • If your order has been picked and packed by the warehouse, then no further changes can be made. Be sure to select your desired shipping speed when you place your order.
• Can I switch a product on my order?
  • You have one hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.

• Can I cancel my order?
  • If you need to cancel an order, please reach out to support, or reply to your order confirmation email.
  • You have one hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.
• Can I change my address?
  • You have 1 hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.
• My order is taking a long time. Can I pay for expedited shipping?
  • If your order has been picked and packed by the warehouse, then no further changes can be made. Be sure to select your desired shipping speed when you place your order.
• Can I switch a product on my order?
  • We are not able to switch products on your order. If you need to cancel an order, please reach out to support, or reply to your order confirmation email.
  • You have one hour from placing your order to request changes to your order. There are no guarantees that the changes can be implemented.

Can I order hardware to another country?

• No. Orders placed on a specific region’s site can only be shipped to that location. Be sure to shop from your region’s site (US, Canada, UK, or Ireland) to ensure hardware is available and compatible with your POS.

My order was returned to the sender, can you reship my order?

• No, your order will be refunded and we will generate an invoice for repurchasing.

Where can I track my order?

• You can check on the status of your order by clicking the “View your order” button in your order confirmation email.
  

What does my order status mean?

• Pre-shipment
• Please allow 2-4 business days for your shipment to start its travel. This means the package has been processed and labeled and is waiting to be scanned/picked up by the courier.
• Pending delivery
• This means that there might be an issue with delivery of your order. If there is no scheduled delivery, contact our support team or respond to your order confirmation email with the requested shipping address for a redelivery.
• No tracking found
• Please allow 2-4 business days for your shipment to start its travel, this means the package has been shipped and waiting to be picked up by the courier. If not resolved contact our support team or respond to your order confirmation email

Delivery

• Which couriers do you use for hardware orders? (For gift cards, view below)
  • ANPOST and DPP
• What are the expected shipping times for my order?
  • Free shipping for hardware orders: 2-3 business days
  • Free shipping for gift cards: 14-20 business days
• My order is marked as delivered, but never arrived. Can you investigate?
  • If you believe your parcel is missing, please reach out to support as soon as possible.
  • There are no guarantees we can investigate missing parcels after 30 days.

What is your return policy?

• You must request a return within 30 days of the product being shipped to you. Returns must be shipped back to our warehouse within 7 days of receiving your return label.
• Please see our complete Ireland Return Policy.

I have an issue with my order. Who should I notify?

• If items in your order are missing, damaged, or defective please reach out to support, or reply to your order confirmation email.

Does Shopify’s hardware come with a warranty?

• Shopify’s first-party products include a standard 1-year warranty. Businesses with the POS Pro Subscription get an extended 2-year warranty.
• Please review our complete warranty policies here.

Order Processing

• Once you have placed your order, you will receive a proof via email from CARDSource within 3 business days
  • Please be sure to check your spam or junk folder if you're having trouble retrieving the email.
• Proofs may be delayed if additional artwork and/or customizations are needed.
• Once you have approved your proof by email, your order will go into production with your chosen timeframe. After printed, they will then be shipped.
  • Failure to approve your proof may result in your order being delayed or cancelled.

Print Discrepancies

• Gift cards printed can have up to a 1/8" margin of error regarding how images are centred due to the card cutting process. This is industry-standard, which can occasionally result in up to a 3mm off-centre image in any direction for the artwork, and would not be eligible for return or replacement.

Please see our Help Center on Gift Cards, here.

• If you need assistance with your gift card order, please reach out to support, or reply to your order confirmation email.