Support

Buyer protection FAQ

Inspect the actual seller photos before buying, keep payment on BrimXchange, and check your hat as soon as it arrives. These protections describe BrimXchange orders, not a blanket money-back or authenticity guarantee.

When does the seller get paid?

Payment is not transferred to the seller at checkout. Release is scheduled seven full days after the first carrier-confirmed shipment scan, provided delivery to the buyer's destination is verified and no dispute is open. Buying a label or entering a tracking number does not start the clock. Transit counts toward the seven days: if delivery takes seven days or longer, payment may release as soon as delivery is verified. You do not receive another seven days after delivery, so inspect promptly and report any problem from your order. Your order shows the scheduled release date. If shipment history is unavailable, verified delivery starts the clock. Any longer release date already recorded for an order is preserved.

What happens if I accept the hat early?

Choosing Accept hat & release payment after verified delivery asks BrimXchange to release the seller payment early. Only accept after checking that you received the right hat in the listed condition. Report a problem instead if anything is wrong. Acceptance does not remove your statutory or payment-provider dispute rights.

What problems can I report?

Report a missing, incorrect, damaged, materially misdescribed or suspected counterfeit hat. In the marketplace, go to My collection > Purchases & sales, find the affected order and choose Report a problem before accepting it or the review deadline. A successfully opened in-app dispute pauses seller payment that has not already been released. Payment may already be releasing if you wait until the deadline.

What if I cannot open a dispute in the app?

Call the support number above promptly with your order ID and what went wrong. Keep the item, packaging and photos of the hat, tags and packaging available for review. A phone call does not automatically place a payment hold; support must review and act on it. Contact support even if payment has already been released. Your statutory and payment-provider dispute rights still apply.

What if the seller does not ship or the package is missing?

Report it from your order rather than accepting the hat. Seller release requires verified delivery; if delivery cannot be verified, payment stays on hold for review. Orders without shipment progress can be flagged for owner review after the configured 5-calendar-day shipping deadline. That review is not an automatic refund. Carrier estimates are not delivery guarantees.

Will I automatically get a refund or a return label?

No. BrimXchange reviews listing details, photos, payment records, carrier evidence and messages from both parties before deciding the next step. The result may be a refund, a requested return, resumed delivery review or a continued payment hold. Do not send a return or buy replacement postage until support confirms the instructions and any shipping costs. A change of mind does not automatically qualify for a refund; applicable consumer rights still apply.

Are hats authenticated, insured or held in escrow?

BrimXchange does not physically inspect or authenticate hats. Catalog matches, Identify hat results, seller photos and promoted placement are not authenticity certificates. Delayed seller transfers are not escrow or a separate insurance policy. Do not assume a carrier service includes insurance; contact support about any shipment claim.

Are off-platform payments covered?

BrimXchange cannot hold or refund payments made outside its checkout. Do not send a seller a bank transfer, gift card or separate payment link. Stripe hosts BrimXchange checkout; neither the seller nor BrimXchange support needs your password, full card number, bank credentials or one-time verification codes.

Read the Terms of Service for the full marketplace rules. This FAQ summarizes the existing delivery-review and dispute process; it does not replace those terms or your legal rights.