I am being charged extra for postage, what should I do?
Any additional charges will be charged to our account per an agreement that we have with our carriers. If you are being asked to pay for postage due, please click here to reach out to our Whatnot Support team with your order and tracking info handy.
Please provide photos of the documentation from the carrier regarding the postage due, and we will be happy to fully reimburse the extra charge.
Please do not refuse packages with postage due as it can take up to two weeks for your item to be returned to the seller, and could delay a potential refund.
I was charged shipping twice for 1 item, what can I do?
If you were charged twice for shipping on one of your orders, please take a screenshot of the duplicate charge and submit a support request through the app.
We will be happy to review the charges and issue a refund if the shipping cost was incorrectly charged.
My order is being delivered to the wrong address, what should I do?
Often times there are inconsistencies in tracking updates. If your order shows delivered but cannot be located, please follow these troubleshooting steps.
- Verifying the shipping address for your order.
- Look around the delivery location for your package or notice of attempted delivery.
- Checking to see if someone else (family members, roommates, neighbors) accepted the delivery.
- Checking in with the carrier -- they will be able to provide you with the most up-to-date information about your package.
If you still cannot locate the package within 24 hours and there is no tracking update, we’ll be happy to help. Please see this article to learn how to contact our Support team.
If you realize there is an incorrect shipping address on your order before it's shipped:
- Update the shipping address on your Whatnot profile.
- Identify if there’s a potential error in your shipping address. If you find an error, contact our Whatnot Support team to update it. If the seller has not shipped the item out yet, we can contact them with an updated shipping label.
- If we are unable to update your shipping label before this item is shipped out, contact the carrier to reroute your package to the correct address. If you are not able to reroute the package, there is a chance it will be returned to the sender. Reach out to Whatnot Support and we can contact the seller to resend this shipment to your correct address.
My order is taking longer to arrive, what should I do?
- We ask sellers to ship orders within 2 business days of purchase to make sure your item arrives on time. An item shipped with Whatnot will take 5-12 days, on average, to arrive at your doorstep after the seller ships it.
- Occasionally shipments will take longer to show in transit due to delayed scanning or closures with the carriers. If your package still has not received a tracking update after 7 days, please contact our Support team with your order number(s) and tracking number handy. We will be happy to reach out to the seller to get an update on your order!
- If the order has not shipped within 12 days of purchase, our Support team can cancel the order on your behalf and issue a full refund.
My order was marked as delivered but I haven't received it. What should I do?
Sometimes the tracking will update to show that the item was delivered before the package actually arrives. This could be due to the carrier mis-scanning or pre-scanning a package. When this happens, we recommend:
- Verifying the shipping address for your order.
- Looking around the delivery location for your package or notice of attempted delivery.
- Checking to see if someone else (family member, roommates, neighbors) accepted the delivery.
- Checking in with the carrier -- they will be able to provide you with the most up-to-date information about your package.
If you’ve followed the recommended steps and still have not received your package, you must contact support within 7 days so that we can investigate the situation.
Whatnot will not be held liable for any package marked as delivered by USPS to the address listed on your account and we will provide refunds at our discretion on a case-by-case basis.
Please click here to reach out to our Support team with any questions!