How can we help?
Find answers to common questions or reach out to our support team
Refunds
How do I request a refund for a donation?
Go to "My Donations" in your account, find the donation you want to refund, and click "Request Refund". You'll need to provide a reason for the request. Refund requests are reviewed within 3-5 business days.
What is the refund eligibility period?
Refund requests must be submitted within 30 days of the original donation. After 30 days, refunds may not be available as funds may have already been distributed to the campaign.
How long does it take to receive my refund?
Once approved, refunds typically take 5-10 business days to appear on your original payment method. The exact timing depends on your bank or card issuer.
Can I get a refund for a marketplace purchase?
Marketplace purchases follow the seller's return policy. Contact the seller first through our messaging system. If you can't resolve the issue, contact our support team for assistance.
Still need help with refunds?
Contact SupportDelivery Issues
How do I track my marketplace order?
Go to "My Purchases" in your account to see the status of all your orders. Once shipped, tracking information will be available if provided by the seller.
My item hasn't arrived. What should I do?
First, check the estimated delivery date in your order details. If it's past the expected delivery date, contact the seller through our messaging system. If you can't reach them or resolve the issue, contact our support team.
I received the wrong item or a damaged item
Take photos of the item and packaging, then contact the seller immediately through our messaging system. If the seller is unresponsive or unwilling to help, reach out to our support team with your order details and photos.
Can I change my shipping address after purchase?
Contact the seller as soon as possible through our messaging system. Address changes can only be made before the item ships. Once shipped, the address cannot be changed.
Still need help with delivery issues?
Contact SupportPayouts
When will I receive my campaign funds?
Campaign funds are processed weekly. Once your campaign receives donations, you can request a payout through your campaign dashboard. Payouts are typically processed within 3-5 business days.
What are the payout methods available?
We support payouts via Stripe Connect. You'll need to set up your payout account in your profile settings. Supported methods include direct bank transfer and debit card payouts (where available).
Is there a minimum payout threshold?
Yes, the minimum payout amount is $10. This helps reduce transaction fees and ensures efficient fund distribution.
Why is my payout on hold?
Payouts may be held for verification purposes, if there are pending refund requests, or if additional documentation is needed. Check your email for any requests from our team, or contact support for more details.
Still need help with payouts?
Contact SupportGeneral Help
How do I reset my password?
Click "Sign In" and then "Forgot Password". Enter your email address and we'll send you a link to reset your password. The link expires in 24 hours.
How do I create a campaign?
Sign in to your account, click "Create Campaign" in the navigation menu, and follow the step-by-step guide. You'll need to provide campaign details, set a goal, and add images.
How do I list an item on the marketplace?
Go to the Marketplace section and click "List an Item". Fill in the item details, upload photos, set your price, and choose which campaign will receive the proceeds.
Is my donation tax-deductible?
Tax deductibility depends on the campaign type and your local tax laws. Donations to verified 501(c)(3) campaigns may be tax-deductible. We provide donation receipts for your records. Consult a tax professional for specific advice.
Still need help with general help?
Contact SupportCan't find what you're looking for?
Our support team is here to help. Send us an email and we'll get back to you within 24 hours.
