Seller protection

Sell with confidence

Knowing the steps for successful selling will help you have the best experience possible. This article walks through the sellers’ responsibilities and how our team can best support you.

Keeping you protected

Your security is our top priority.

Ship your item on time and as described and you’ll be paid.

If your item is damaged or lost in transit to the buyer, you’re covered for up to $100 shipping protection when using Garage prepaid labels.

If you didn’t receive your item back after an approved return, or if you received your item in a different condition than you send it, you may be eligible for reimbursement

How returns work

Once an order has been placed on Garage, it cannot be canceled or returned without the Seller’s consent unless: the item received was not as described, the item received was in violation of Garage’s Terms of Service, the item did not receive an acceptance scan from the shipping carrier (first scan by the carrier after receipt/pickup of the package) within 30 calendar days from date of purchase.

Garage does not accept Returns or issue a refund if the Buyer marks the order as “received” and payment is released to the Seller or in the following circumstances: The return request was approved, but the buyer did not return the item back to the seller after 15 calendar days from approval The buyer does not contact Garage within the return timeframe

Shipping protection

To provide peace of mind for your shipments, we include up to $100 Shipping Protection for Garage prepaid labels. If your item is lost in transit, or if the buyer files a return for an item damaged in transit, Garage’s Shipping Protection has you covered.

Instead of asking you to file a claim with the carrier, Garage’s customer service team will automatically review your transaction for eligibility. The claims process can take up to 8 weeks. Once approved, your balance will be reimbursed in 5 business days.

To qualify for Garage’s Shipping Protection: the package must be scanned by the shipping provider within 3 business days of the sale, the seller cannot modify the shipping label, the paid weight of the shipping label is equal or greater than the actual weight of the package, damage claims must be filed within 24 hours of the shipping carrier’s documented delivery timestamp.

Please note: The item is solely protected while in transit from the seller’s location to the buyer’s designated delivery address If the item is tracked by the carrier as delivered to the correct address, but the buyer files a claim that the item was not received, Garage will investigate with the carrier. Transactions canceled by Garage or the buyer prior to shipment are not eligible for Garage Shipping Protection

The following exclusions apply: If the item is damaged or lost because the seller didn’t properly package it (i.e., using improper, inadequate, or unsafe packaging materials) The item is prohibited, as defined by Garage’s Terms and Conditions or the carrier’s guidelines Any claims filed after the filing period The shipping address or shipping label was changed

Garage’s customer service team will determine whether an item qualifies for reimbursement.

Issues with returned items

Have you run into an issue with a returned item? We’re here for you.

If you received an item in a different condition than you shipped it in:

Reach out within 24 hours of confirmed delivery with photo evidence that: The item was received in a different condition than the seller sent it The return was damaged in transit on the way back to you

Your claim may be denied if: You did not reach out with photographic evidence within 24 hours of confirmed delivery The item is determined to be in the same condition as the seller sent it it We collect photos from buyers for every return Your item or user account does not meet the qualifications for seller protection detailed below

If you did not receive your item back or if you received a different item than you originally shipped, please email us at support@withgarage.com. Our staff is 100% human and here to help. We’re available by email 7 days a week to help work through any concerns. Prefer to speak with someone? Call us at ‪(201) 293-7164‬.

Please note that the buyer has 3 business days to send the item back to you once the return has been approved. If the tracking doesn’t indicate “In transit” or “Delivered” within a week, you’ll get paid.

How to qualify In order to be eligible for Garage’s Seller Protection, we ask that you only list items permitted by Garage’s Terms of Service, ship your items on time, and provide accurate descriptions and photos in your listings.

Here are some ways to ensure that you are protected: The listing must be a legal item owned by the seller. Selling of an item must not violate any local, state, or federal regulations. The item must not be on Garage’s Prohibited Items list. If required, the seller must transfer all rights to or remove any restrictions on the merchandise at the time of purchase. The buyer should know what they’re getting. Add all of the item’s details to the listing and ensure that these are accurate and consistent throughout the listing’s description and photos. It’s important to include: Brand, make, condition and any imperfections or damage, proof of authenticity, and quantity.

Provide clear photos taken by you. Please do not use stock photos. Include your own photos of the item. If there are any imperfections, make sure to include a clear photo to avoid a return request. If you’re listing more than one item, you must provide a clear image of each item.

Use of Garage prepaid shipping label We recommend keeping your shipping receipt. Items must be packed properly to ensure a safe delivery. Select the proper weight class and ensure that the package meets dimension requirements. All claims must be filed through Garage in order to be eligible for shipping protection. The seller is responsible for any shipping overages. Do not ship any hazardous materials using a Garage prepaid label. If you are reusing a box, be sure to remove any hazardous material labels before you ship.

Support

Need help with a return? We’re available 7 days a week at support@withgarage.com or (201) 293-7164.