Buyer Protection Policy
Is it safe to buy with GOAT?
We aim to be the most trusted marketplace for sneakers, apparel, and accessories. That’s why, if a purchased item does not ultimately meet our standards, we can offer you support through our Buyer Protection Policy.
The Buyer Protection Policy enables us to better serve our customers by providing help and assistance both prior to purchase and after. Whether it’s through GOAT Credit or a full refund, if something goes wrong with your order, we want to help fix it.
In which situations does the Buyer Protection Policy apply?
The Buyer Protection Policy ensures coverage for you, the buyer, in the event your item is:
received and deemed as inauthentic;
received, but is the incorrect item;
received, but does not match the item description or images;*
received, but is missing a key feature;** or
If one of the above issues applies to your purchase, we ask that you contact us either by submitting a request to GOAT support or through our GOAT Assist feature located within the GOAT app on your Orders page.
* Examples of items that do not match their description or photos include, but are not limited to, a pair of sneakers that arrive with scuffs that weren’t described as such nor photographed in their listing, pants that arrive with a tear in the leg, sunglasses with incorrect lens color, etc.
** Examples of missing features include, but are not limited to, a parka without its hood attached, a bag missing the detachable shoulder strap, sneakers without their insoles, a backpack missing a zipper, etc.
What happens once I submit my request to GOAT?
Once your claim is submitted, a GOAT support specialist will follow up within one to two business days.
In the event your item meets one or more of the requirements outlined under the Buyer Protection Policy we will provide you with a shipping label to be used to send the item to GOAT. Your item must be shipped within three business days of receiving the shipping label.
A GOAT support specialist may offer GOAT Credit available for immediate use in lieu of a refund. In the event a buyer accepts GOAT Credit in place of a full or partial refund, the GOAT Credit will reflect the full price of the purchased item, minus the shipping costs.
If a full refund is initiated, the amount paid less shipping costs will be credited back to the original payment method. Please allow 5 to 7 business days for the refund to be reflected on your next billing cycle.
Does the Buyer Protection Policy cover all shipping methods?
GOAT’s extensive product offering is made possible by utilizing several different selling methods. These methods include:
Ship-to-Verify: The item is shipped to GOAT for verification prior to shipment to you, the buyer.
Direct from Partner or Retailer: The item ships directly to you from one of our selected partners.
Direct from Seller: The item ships to you directly from a selected individual seller.
Because GOAT offers a wide range of delivery options, it’s important we provide you with peace of mind on any order. With the Buyer Protection Policy, each shipping method is covered equally to ensure you feel safe ordering from any one of our selling methods.
How do you ensure shipping directly from sellers is safe?
The reviews you provide after accepting your order are important to us and our community of sellers as they help to create a safe and secure shopping network. By consistently providing feedback on your purchases, we are able to improve your experience and help our sellers continue to meet our quality standards.
If an item arrives in subpar packaging, doesn’t match its photos or description, or is missing a key feature, we want to know. This information allows us to correct your order and also helps us evaluate our sellers accordingly.
By rating these orders, you are helping to ensure both you, and all other buyers, have the best possible experience when shopping on GOAT.
In addition to the reviews and feedback provided by the GOAT community, we are able to create a safe and trusted marketplace through our digital authentication process. This is done by assessing an item’s photos and description prior to the listing of the item. If we believe an item is inauthentic or does not meet our quality standards, the item will not ultimately be listed on GOAT.
We also provide our sellers with GOAT shipping labels to ensure we can track your order every step of the way.
What does the Buyer Protection Policy mean for me, the seller?
In the event your sold item falls within one of the categories outlined in the Buyer Protection Policy, you may experience one, or more, of the following:
Your seller rating drops.
You owe a higher commission fee on each item sold.
The cost of the item is not ultimately paid out to you, the seller.
You are either temporarily or permanently suspended from selling items on alias.
If you feel as though your item was inaccurately determined to be in violation of our Buyer Protection Policy, please reach out to our customer support team for further assistance.
Can a buyer review affect my seller standing?
We take shipping directly from sellers extremely seriously. We are always striving to create a positive experience and reviews enable us to build a safe and trusted selling community. Poor buyer reviews may cause us to evaluate your selling account, while positive buyer feedback can benefit your overall seller standing.
If you have additional questions about selling on alias, please visit the alias FAQs.