We know it’s frustrating when something goes wrong with an order — whether your package didn’t arrive, your item arrived damaged, or it’s not what you expected.
If you need help or want to request a refund, you can do it right in the app or on whatnot.com.
Depending on the situation, your request will either go directly to the seller (if they can access Seller Provided Support) or to Whatnot Support for review.
Every purchase is backed by our Buyer Protection Policy. We’re here to help make things right.
Tip: If it’s been less than 24 hours and your order hasn’t shipped, you can request to cancel instead. This is often the fastest way to resolve an issue early.
In this article:
- 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? Visit our seller help articles or contact support.
What's covered under Buyer Protection
Every purchase is backed by our Buyer Protection Policy. It covers issues like:
Before delivery –
Your order hasn’t shipped and is taking longer than expected
Your package shipped but is delayed or stuck in transit
After delivery –
The item was damaged during shipping
Something is missing from your order
You received the wrong item
The item doesn’t match the listing (description, condition, size, color, photos)
The item is defective, expired, or not working
The item is counterfeit
Not covered –
You changed your mind after buying
It doesn’t fit your style, preference, or size
The listing clearly shared the item’s flaws before purchase
Not sure if your issue's covered? Review our full Buyer Protection Policy for details.
Support request timelines
To stay eligible for Buyer Protection, contact us before 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 certain cases.
How to get help with a purchase
To report an issue or request a refund:
- Open the app or go to whatnot.com.
- Go to Activity > Purchases.
- Select the order.
- 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 can access the Seller Provided Support feature.
-
If your request goes to the seller:
You’ll receive updates in your Whatnot Inbox (mobile or web)
Most issues can be resolved directly with the seller
If the seller doesn’t respond or the issue isn’t resolved, you can escalate to Whatnot Support
-
If your request goes to Whatnot Support:
You’ll receive updates by email
Our team will review the details and share next steps
Depending on the situation, the resolution may include a full or partial refund, a return, a replacement, or another outcome 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 has been approved, we’ll process it once the returned item is received.
Receiving a refund
If a refund or partial refund is approved:
It may take 3–5 business days for your bank or payment provider to process
You’ll see the refund as a credit on your statement, or the original charge may disappear.
Keeping refunds fair for everyone
We monitor refund activity to protect Buyer Protection for both buyers and sellers. This helps prevent misuse and keeps coverage fair for everyone in the community.