Help Center
Find answers to frequently asked questions
Buying
How do I purchase an item?
Browse listings, add items to your cart, and proceed to checkout. You'll need to create an account and provide shipping information. Payment is processed securely through Stripe. Once payment is confirmed, the seller will be notified to ship the item.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) through Stripe. We also support Apple Pay and Google Pay for faster checkout.
Is my purchase protected?
Yes! All purchases are protected by our Buyer Protection program. Funds are held in escrow until you confirm receipt of the item. If the item isn't as described, you can open a dispute and our team will help resolve the issue.
How long does shipping take?
Shipping times vary depending on the seller's location and your delivery address. Most items within Europe are delivered within 3-7 business days. You'll receive tracking information once the seller ships the item.
Can I cancel my order?
You can cancel an order before the seller ships it. Contact the seller directly through the messaging system. Once an item is shipped, you cannot cancel, but you may be able to return it (see Returns section).
What if the item doesn't arrive?
If your item doesn't arrive within the expected timeframe, contact the seller first. If you can't resolve it, open a dispute through your order page. We'll investigate and issue a full refund if the item is confirmed lost.
Selling
How do I create a listing?
Click "Sell Now" in the navigation bar. Upload up to 5 clear photos of your item, add details (brand, model, condition, description), set your price, and publish. Creating listings is free!
What fees do sellers pay?
We charge a 10% platform fee on the final sale price, plus Stripe payment processing fees (typically 2.9% + €0.30). There are no listing fees, monthly subscriptions, or hidden charges.
When do I get paid?
Funds are held in escrow until the buyer confirms receipt of the item (or after 7 days if no confirmation). Once released, you can transfer money to your bank account instantly through Stripe Connect.
How do I set up seller payouts?
After creating your first listing, you'll be prompted to connect a Stripe account. This is a one-time setup where you provide your bank details. All future payouts will go to this account.
What should I do when I receive an order?
You'll receive a notification via email and in-app. Package the item securely and ship it within 2 business days. Add tracking information to the order so the buyer can monitor delivery.
Can I edit my listing after publishing?
Yes! Go to "My Listings" and click on any listing to edit. You can update photos, description, price, and availability. Changes are saved immediately.
How do I price my item?
Research similar items on EpicRackets to see market prices. Consider condition, age, brand, and original retail price. Items priced competitively sell faster. Remember that your listed price is what buyers pay - fees are deducted from your earnings.
Account & Settings
How do I create an account?
Click "Create Account" in the top navigation. You can sign up with email/password or use Google/Apple sign-in. You'll receive a verification email to confirm your account.
I forgot my password. How do I reset it?
Click "Login" then "Forgot Password". Enter your email address and we'll send you a password reset link. Click the link to set a new password.
How do I update my profile?
Currently, profile editing (avatar, bio, location) is only available in the EpicRackets mobile app. Download the app from Google Play or App Store to update your profile.
Can I delete my account?
Yes, but you must first complete or cancel any active orders and withdraw any available balance. Contact support@epicrackets.com to request account deletion. This action is permanent and cannot be undone.
Is my personal information safe?
Yes. We use industry-standard encryption to protect your data. Payment information is processed by Stripe and never stored on our servers. Read our Privacy Policy for more details. Privacy Policy.
Disputes & Returns
What if the item isn't as described?
Contact the seller first to try to resolve the issue. If you can't reach an agreement, open a dispute through your order page. Provide photos and details. Our support team will review and help mediate a fair resolution.
Can I return an item?
Returns are handled on a case-by-case basis between buyer and seller. If an item is significantly not as described, you may be eligible for a return and full refund. Buyer's remorse or changing your mind is not typically grounds for return unless the seller agrees.
How do I open a dispute?
Go to your order in the mobile app and click "Open Dispute". Provide a detailed explanation and upload any supporting photos. Both parties will be able to respond, and our team will review all evidence to make a fair decision.
What happens if I win a dispute?
If the dispute is decided in your favor, you'll receive a full refund including shipping costs. You may need to return the item to the seller (at their expense if it was misrepresented). Funds are released back to your original payment method.
How long do I have to report a problem?
You have 7 days from delivery confirmation to open a dispute. After this period, the transaction is considered complete and payment is released to the seller. Always inspect items immediately upon receipt.
Shipping
Who pays for shipping?
Shipping costs are calculated at checkout based on the seller's location and your delivery address. Buyers pay for shipping unless the seller offers free shipping.
How are shipping rates calculated?
We use automated shipping rate calculators based on package weight, dimensions, and delivery distance. Sellers can also set flat-rate shipping or offer free shipping.
Do you ship internationally?
Yes, but it depends on the seller. Some sellers ship internationally while others only ship domestically. You'll see available shipping options at checkout.
What shipping carriers do you use?
Sellers choose their preferred carrier (DHL, UPS, national postal services, etc.). You'll see the carrier name and tracking number once the item is shipped.
My package is delayed. What should I do?
Use the tracking number to check delivery status with the carrier. If it's significantly delayed, contact the seller. If the seller is unresponsive or the package is lost, contact our support team.
Trust & Safety
How do I spot a scam?
Warning signs include: requests to pay outside the platform, prices too good to be true, sellers who can't provide additional photos, pressure to buy immediately, or requests for personal information. Always complete transactions through EpicRackets.
What items are prohibited?
Counterfeit items, stolen goods, items that violate intellectual property rights, and dangerous or illegal items are prohibited. See our Terms of Service for the complete list. Terms of Service.
How do I report a listing or user?
Contact safety@epicrackets.com with details about the listing or user. Include listing IDs, screenshots, and a description of the issue. We review all reports and take appropriate action.
Are sellers verified?
All sellers must connect a Stripe account with verified bank details before receiving payouts. Additionally, we track seller ratings and reviews to help buyers make informed decisions.
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help.