What happens if the item doesn't match the listing at pickup?


If our team arrives at the seller's location and notices inconsistencies between the listing and the item, they'll notify the buyer of the discrepancy. This means:

We'll send photos to your email.

You'll receive an email with a description of the issues and photos. Please review the photos and information that is attached and let us know how you would like to proceed with delivery. Our dispatcher may call and text as well since the team is on location.

Decide how you want to proceed

We understand this is short notice. However, you have three options once an item is flagged as being not as described:

  • Accept the item and proceed with delivery

  • Reject the item and cancel the sale

  • Request a discount from the seller

If you opt to cancel, there's no penalty and you'll be refunded in full.

Items may be flagged for the following reasons:

  • Item is broken

  • Item has a strong odor

  • Item is the wrong color

  • Item has evidence of insect exposure

  • Item has incorrect dimensions

  • Item does not match the listing category

What if we can't reach you?

Unfortunately, if we aren't able to reach you within 20 minutes of notification, our teams aren't able to wait. We have a full day of deliveries scheduled, so our team will leave the item with the seller. From there, someone from our team will follow up with you to see how you'd like to proceed. The pickup/delivery can be rescheduled if both parties decide to proceed.

If you choose to accept the item in the condition presented (blemishes, scratches, incorrect dimensions, etc.), this item will not be eligible for return or refund on the basis of those conditions.