Every marketplace order is covered by our Order Protection policy. This article explains what happens if your maker falls behind, and what you can choose to do.
Your maker's commitments
- Confirm your order within a day of payment.
- Send photos of the finished item by the delivery date on their quote.
- Ship within 4 days of your approval.
When your choice opens
If your maker has not confirmed within 3 days of payment, or is more than 3 days late on photos or shipping, your order page offers you a choice. Your order page always shows what happens next and by when, and we notify you when the choice opens.
The three choices
- Give them more time. The deadline is extended once, by 3 days.
- Find another maker. Your payment carries over to a fresh copy of your request, with nothing extra to pay. When you accept a new quote, the amount you already paid is applied; you settle only the difference, or receive the rest back if the new quote costs less. New quotes can take a few days. If you do not choose a new maker within 30 days, we refund your payment to your original payment method.
- Cancel and refund me. You receive a full refund.
If you do not choose
If we do not hear from you within 7 days, our team will contact you to resolve it. No decision is made on your behalf without a person reviewing the order.
If you cancel for another reason
The choices above apply when your maker has missed a commitment. If you cancel an order yourself before delivery, the maker's price is refunded and the service fee is retained (current rate on the Pricing page). See the refund policy for details.
Questions
If you have a question about an order in the meantime, contact our support team.