If you didn’t get your item, and it’s covered under LetsPool! Buyer Protection, we’ll make sure you either receive the item you ordered, or get your money back.
You can ask the pooler for a refund, but they may also send you out a replacement item, if they have one.
Check your item’s delivery information.
If your item hasn’t arrived, it may still be in transit, so the first thing to do is to check the delivery information. You can find your order’s delivery information in the Shipping section.
What to do if your item is being delivered to the wrong address
If the shipping address you provided during checkout is incorrect, contact the pooler prior to shipment of the item and see if they are able to change the address.
If the pooler has already shipped the item, they won’t be able to change the shipping address. If possible, we recommend trying to collect your package from the original address. Tip: if the seller has already shipped the item, they won’t be able to change the shipping address. If possible, we recommend trying to collect your package from the original address.
Let the pooler know your item hasn’t arrived
If the estimated delivery date for your item has passed, and you still haven’t received your item, let the pooler know by clicking on the (Actions -> I didn’t receive it) icon of the pool you dived into. You have 30 days from the estimated delivery date to inform the pooler that you didn’t receive your item.
Once you’ve told them there’s a problem, the pooler has 3 business days to provide a delivery update, offer a replacement, or give you a refund.
Most of the time, if your item hasn’t arrived, the pooler will resolve your issue for you. However, if after 3 business days the seller hasn’t been able to resolve your problem, you can ask us to step in and help by clicking on the Report an issue icon () of the pool you dove into.
Get your refund
If the pooler offers to give you your money back, they have 2 business days to issue your refund. When they do, you’ll receive an email letting you know.
Your refund will be sent to your LetsPool! account and funds are usually available within 3-5 business days.
Request a Return
If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund if the item is covered under the Buyer Protection.
Once you start a return, the pooler has 3 business days to resolve your issue. If your problem isn’t solved at the end of those 3 days, you can ask us to step in and help. You can start a return by clicking on (contact the pooler) icon in the pool you dived into.
What happens after you’ve started a return
The pooler has 3 business days to get back to you. How they respond depends on the reason for your return.
If you received a damaged item, it doesn’t match the listing description, or it’s the wrong item, they could:
- Accept your return request and offer a full refund – You’ll return the item in the same condition in which it was received, and the pooler issues you a full refund, including the original shipping cost. The pooler will also pay for return shipping.
- If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn’t packaged correctly, the pooler might deduct from the refund to cover the loss in the item’s value. In fact, the item should be returned in the same condition in which it was received, and it should include all items that were in the original package. If the returned item is used, damaged, or missing any parts, or is damaged during return shipping because it wasn’t packaged correctly, some poolers might provide a partial refund to account for the loss in the item’s value. We suggest that you take photos of your items prior to shipment to document the packaging and shipping. We may ask for this as evidence if a disagreement ensues and we start an investigation.
- Offer you a partial refund and let you keep the item – This can be a good compromise when you’re not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you’re happy to keep it.
- Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.· Send you a message – The pooler may ask you for some more details about your return request.