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. 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 an incorrect item;
received, but does not match the item description or images;*
received, but is missing a key feature.**
If one of the above scenarios applies to your purchase, please contact us as soon as you discover the issue but no later than three days from receipt of your item. You can contact us through our GOAT Assist feature located within the GOAT App on the Orders page or by submitting a request.
If you don’t already have the GOAT app, you can download it through either the App Store or on Google Play.
* 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 you submit your request, GOAT Assist may help you with your claim or a GOAT support specialist may follow up with you.
In the event the item you received qualifies for a return under one of the scenarios listed above, 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. Upon receipt, GOAT will verify that the item is in the same condition it was in when it was originally shipped to you. If your return is approved under this policy, you will receive a refund in GOAT Credit in the amount of your total purchase. If you would like a refund to your original payment method, please include that request when you contact GOAT support.
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 happens if I haven't received my order?
If you’re using the app, check the “Orders” tab in your Profile to make sure your order shipped. If it did, check the tracking number to see where the order is currently located. It is not uncommon for a courier to mark the order as delivered 2-3 days before it is actually delivered. You may also want to check with a roommate or neighbor to see if they accepted the package on your behalf. If you still have not received or been able to find your order, you can contact us through our GOAT Assist feature located within the GOAT app on your Orders page or by submitting a request.