In this article:
Getting a Refund for your Marketplace Order
Refunds vs. Chargebacks

Getting a Refund for your Marketplace Order
If you need a refund within 24 hours of making your purchase, you can automatically receive one as long as your order has not shipped. Here's how to request a refund:

1. Select the order you need a refund for here:
2. From the drop-down menu What do you want to reach out about select Request a refund and follow the prompts. 

If you need to request a refund outside of 24 hours for any reason, you must contact the seller from your Cratejoy account. That seller will consider your refund request at their discretion and according to their own policies. If you have already reached out to the seller and have not received a reply after 4 days, Cratejoy can intervene and will attempt to issue your refund. Simply select "Contact Support" from your message thread to the seller to open a case with Cratejoy after 4 days have passed with no reply. 

Please note, Cratejoy can only assist the original purchaser (not a gift recipient) with a refund request due to account security. Cratejoy is bound by our Terms of Service in regards to what actions we can take. 

Please see this article: How To Contact a Seller That Uses Cratejoy.

Refunds vs. Chargebacks
We recommend always contacting the seller and if needed, Cratejoy support to try to resolve any concerns rather than initiating a chargeback as a first step. 
If you decide to initiate a Chargeback with your credit card or financial institution, you must continue to work directly with that financial institution for a resolution. Additionally, if there is an ongoing support ticket with our team about this same transaction, and a chargeback is noted, our team will close that support ticket as we cannot take any action to interfere with the chargeback process. Cratejoy encourages customers to use our refund processes described above to increase the quality of the support they get and reduce the turnaround time for recouping funds. Customers who do not use those options, and instead use chargebacks, are limited to 2 chargebacks before their account will be banned from future purchases on Cratejoy.

Updated by Dre 6/29/22