We know it’s disappointing when something goes wrong with an order, whether your package didn’t arrive, your item was damaged, or it’s not what you expected.
If you need to report a problem or request a refund, you can get help with your purchase in the Whatnot app or on the website.
Your request may be sent to the seller to handle directly if they have access to our Seller Provided Support feature, or it may be sent to our Whatnot Support team to review.
All purchases are covered by our Buyer Protection Policy and Whatnot will make sure support requests are handled fairly.
Tip: If it’s been less than 24 hours and your order hasn’t shipped yet, you can request to cancel your order instead. It's often the quickest way to resolve an issue early.
On this page:
- What's covered under Buyer Protection
- Support request timelines
- How to get help with a purchase
- After you submit your request
- Returning your item
- Receiving a refund
- Keeping refunds fair for everyone
Are you a seller looking for help with an order? Check out our seller help articles or contact us.
What's covered under Buyer Protection
Our Buyer Protection Policy covers problems like missing items, damaged packages, or items that don’t match their listing. Examples include:
Before delivery –
- Your order hasn’t shipped and is taking longer than expected
- Your package has shipped but it’s delayed or stuck in transit
After delivery –
- The item was damaged during shipping
- Something is missing from your order
- You received the wrong item
- It doesn’t match the listing (description, condition, size, color, photos)
- It’s defective, expired, or not working
- It’s counterfeit or fake
Not covered –
- You changed your mind after buying
- It doesn’t fit your style, preference, or size
- The item had flaws that were shared before purchase
Not sure if your issue's covered? Check our Buyer Protection Policy for full details.
Support request timelines
To stay protected, contact us before the earlier of 30 days from purchase or 14 days from delivery.
Some categories have more specific timelines:
Coins & Money, Sports Cards, Sneakers & Streetwear, Trading Card Games, Luxury Goods: 7 days from delivery or 30 days from purchase (whichever comes first)
Plants: 2 days from delivery or 30 days from purchase (whichever comes first)
Extensions may apply in some cases.
How to get help with a purchase
To report a problem with your order or request a refund:
- Open the app or go to whatnot.com.
- Go to Activity > Purchases.
- Select the order with the issue.
- Tap or click Get help with this purchase.
- Choose the option that matches your issue.
- Describe the situation and upload any supporting evidence (like photos).
- Submit your request.
After you submit your request
Your request will go to either the seller or Whatnot Support, depending on the issue and whether the seller has access to our Seller Provided Support feature.
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If your request goes to the seller:
You’ll get updates from the seller in your Whatnot Inbox, accessible on mobile or web.
Most issues can be worked out directly between you and the seller.
If the seller doesn’t respond or the issue isn't resolved, you can escalate to Whatnot Support.
Learn how to use our Seller Provided Support feature as a buyer.
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If your request goes to Whatnot Support:
You’ll get updates from our team by email.
We’ll review your request and share next steps to help resolve the issue.
Depending on the situation, the outcome may be a full or partial refund, a return, a replacement, or another resolution under Buyer Protection.
Returning your item
In some cases, you’ll need to return the item so we can review the problem and process your request.
If a return is required, we’ll send you a prepaid label and simple instructions:
Ship within 5 business days.
Keep the item in the same condition it arrived.
Include your order number if asked.
If a refund was approved, we’ll process your refund as soon as we receive the returned item.
Receiving a refund
If a refund or partial refund is approved:
- It can take 3–5 business days for your bank or payment provider to process the refund.
- You’ll see the refund as credit on your statement or the original charge may disappear completely.
Keeping refunds fair for everyone
We monitor refund activity to keep Buyer Protection secure for both buyers and sellers. This helps prevent misuse and ensure we can offer fair coverage to everyone in the community.