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What should I do if the seller never ships my order?

Quick answer

After a Reverb purchase is made, we give our sellers 3 business days to ship the order and add the tracking information. If the seller fails to do this and doesn't communicate with you, we advise requesting a refund.

Occasionally, sellers may need to extend this timeframe if external obstacles arise. In those cases, they are responsible for messaging the buyer to inform them of the extension, and issuing a refund if necessary.

If 3 business days have passed since your purchase was completed and there have been no messages or tracking numbers from the seller, request a refund on the order. If you don't receive a response to your request within 24 hours, contact Reverb Support.

Our team will begin outreach to the seller, and if there is still no communication, a full refund will be issued back to your payment method from Reverb.

Business days do not include Saturday or Sundays.

Additional resources

How to contact a seller

Need to get a hold of the seller of your item? Learn how.

How do I request a refund?

Learn about the steps for submitting a refund request.

How long will my refund take to process?

The refund processing timeline is explained here.

How am I protected if I do not receive an item or the item I receive is not as described?

Learn about the steps for ensuring you receive your money back when warranted.

Where can I view my seller’s return policy?

Be sure you are able to locate the item's return policy. Learn how.

How does Reverb protect buyers?

Learn about how Reverb Buyer Protection works.

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