Question 1

How long do buyers have to make payment?

Accepted Answer

Buyers have 3 business days to complete payment after making an offer. If payment is not received within this timeframe, the seller has the option to relist the item for sale.

Question 2

What happens if I don't pay within 3 business days?

Accepted Answer

If you don't complete payment within 3 business days, the seller can cancel the transaction and relist the item. This may affect your buyer rating and future purchasing ability.

Question 3

How do I make payment on Fetch?

Accepted Answer

Payments are processed securely through our integrated payment system. We accept major credit cards and bank transfers. All transactions are protected and encrypted.

Question 4

Are there any fees for buying or selling?

Accepted Answer

Fetch charges a small transaction fee on successful sales. This fee helps maintain our platform and provide customer support. The exact fee is displayed before you complete any transaction.

Question 5

How long do sellers have to enter shipping details?

Accepted Answer

Sellers must enter shipping details within 3 business days of receiving payment. Failure to do so will result in a shipping delay mark on their account.

Question 6

What happens if a seller doesn't ship on time?

Accepted Answer

If a seller doesn't enter shipping details within 3 business days, their account will be marked for shipping delays. Future buyers will be able to see this rating, which may affect their sales.

Question 7

How is shipping calculated?

Accepted Answer

Shipping costs are calculated based on the item's weight, destination, and shipping method selected. Sellers can choose from various shipping options and rates are displayed before purchase.

Question 8

What if my item arrives damaged?

Accepted Answer

If your item arrives damaged, please take photos immediately and contact our support team within 48 hours of delivery. We'll work with you and the seller to resolve the issue.

Question 9

How do I verify my seller account?

Accepted Answer

To become a verified seller, you'll need to complete our verification process including providing valid identification, bank account details, and agreeing to our seller terms. This helps ensure a safe marketplace for all users.

Question 10

Is my personal information secure?

Accepted Answer

Yes, we take security seriously. All personal and financial information is encrypted and stored securely. We never share your information with third parties without your explicit consent.

Question 11

What if I forget my password?

Accepted Answer

You can reset your password using the 'Forgot Password' option on the login screen. You'll receive a secure link via email to create a new password.

Question 12

Can I delete my account?

Accepted Answer

Yes, you can delete your account through the Profile Settings. Please note that this action is irreversible and will permanently remove all your data, listings, and transaction history.

Question 13

What items can I sell on Fetch?

Accepted Answer

Fetch is designed for trading card games. You can sell cards from supported games like Flesh and Blood, Pokemon, Dragon Ball Super, and Yu-Gi-Oh!.

Question 14

Are there any prohibited items?

Accepted Answer

Yes, we prohibit counterfeit cards, items not in our card database, damaged items not accurately described, and items that violate intellectual property rights as well as any other items that are not allowed by our terms of service. All items must be accurately described with clear photos.

Question 15

How do ratings and reviews work?

Accepted Answer

After each transaction, both buyers and sellers can leave ratings and reviews. These help build trust in our community. Sellers with poor shipping ratings will be marked accordingly.

Question 16

What if there's a dispute between buyer and seller?

Accepted Answer

Try to resolve the issue directly with the other party first via messaging. If unresolved after 72 hours, contact complaints@fetchtcg.com. See our Disputes Process policy for full details.

Question 17

What is your return policy?

Accepted Answer

All sales are final, except when goods are not as described, faulty, or damaged—as outlined by Australia & New Zealand Consumer Law. Your rights under the Consumer Guarantees Act are not affected. See our Returns Policy for full details.

Question 18

How long do refunds take?

Accepted Answer

When a refund is agreed or required, we process it from escrowed funds. Refunds typically appear in your account within 3-5 business days, depending on your payment method and bank.

Question 19

Can I cancel an order after payment?

Accepted Answer

Order cancellations must be requested within 24 hours of payment and before the seller ships. Once shipping details are entered, cancellations are at the seller's discretion.

Question 20

How do I contact Fetch support?

Accepted Answer

You can contact our support team through the 'Report an Issue' option in Settings, or email us directly. We aim to respond to all inquiries within 24 hours.

Question 21

What are your business hours?

Accepted Answer

Our support team is available Monday through Friday, 9 AM to 6 PM local time. For urgent issues, please use the in-app support feature.

Question 22

How do I report a problem user?

Accepted Answer

If you encounter a problematic user, please report them through the 'Report an Issue' feature with specific details. We take all reports seriously and investigate thoroughly.

Frequently Asked Questions

Payment & Transactions

Shipping & Delivery

Account & Security

Marketplace Rules

Returns & Refunds

General Support

Questions?