If your item doesn’t arrive, arrives damaged, or isn’t as described, you can request help from your order details page on the app or website.
Every order on Whatnot is backed by our Buyer Protection Policy.
On this page:
- How to get help with a purchase
- What happens next
- What's covered
- Support request timelines
- Returning your item
- Receiving your refund
Are you a seller looking for help with an order? Check out our seller help articles or contact us.
How to get help with a purchase
To report a problem 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.
Tip: If it’s been less than 24 hours and your order hasn’t shipped, requesting a cancellation is often the fastest way to resolve the issue.
What happens next
All purchases are covered by our Buyer Protection Policy and Whatnot will make sure support requests are handled fairly.
Depending on the situation, that may include a refund, return, replacement, or another solution.
If your request goes to the seller:
You’ll receive updates in your Whatnot Inbox on mobile and web.
Many issues can be resolved directly with the seller if they use Seller Provided Support.
If the seller doesn’t respond or you can’t reach a resolution, Whatnot Support will step in.
If your request goes to Whatnot Support:
You’ll receive updates by email and you can communicate with us there.
Our team will review your request and guide you through next steps.
What's covered
Buyer Protection covers issues like:
- A package that hasn’t arrived
- An item damaged during shipping
- Receiving the wrong item
- An item that doesn’t match the listing
- Defective or counterfeit items
Buyer Protection doesn’t cover changes of mind or issues that were clearly disclosed before purchase.
For full details, review our Buyer Protection Policy.
Support request timelines
To stay protected, contact us by the earlier of:
- 30 days from purchase
- 14 days from delivery
Some categories have shorter 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.
Returning your item
In some cases, you’ll need to return the item so we can process your request.
If a return is required, we’ll send you a prepaid shipping label and simple instructions.
You’ll typically need to:
- Ship within 5 business days
- Keep the item in the same condition it arrived to you
If a refund was approved, we'll process it once we receive the return.
Receiving your refund
If a refund or partial refund is approved:
- Most refunds appear within 3–5 business days
- You may see the refund as a credit, or the original charge may disappear
Processing times depend on your bank or payment provider.
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.