Buyer Protection

When you buy, we charge your card at checkout and your payment is held — the seller does NOT get paid right away. Your money is held until 48 hours after USPS marks your package delivered. That means if anything is wrong when you open the box, the money is still with us to refund you instantly — no chasing the seller, no waiting for a clawback.

After the 48-hour delivery window with no problem opened, we release the payment to the seller. From there Stripe pays out to their bank on its normal 2-business-day schedule. Your Buyer Protection coverage still runs for 30 days after delivery — if a dispute approves after the seller has been paid, we recover the funds from the seller's Stripe balance.

1. Open a case from your Orders page within 30 days of delivery (or within 30 days of expected delivery if the package never arrives).
2. Describe the problem and upload clear photos showing the issue. Include the listing screenshot if helpful.
3. Fitzzy mediates: our team reviews your case and reaches out to the seller on your behalf, usually within 24 hours.
4. If unresolved in 3 days, Fitzzy will decide the case based on photos, listing accuracy, and tracking.
5. Decision & refund: most cases resolve within 5 business days of opening. Approved refunds go back to your original payment method within 5–10 business days after the decision.

• The full item price + shipping you paid
• Return shipping when you're asked to send the item back

• Buyer's remorse: fits fine, looks fine, you just changed your mind
• Minor differences already disclosed in the listing (e.g., “small pilling” or “tiny mark on hem”)
• Color variation due to monitor differences: provided the seller accurately named the color
• Damage in transit if you didn't add insurance when offered (note: this varies by carrier; see your specific case)
• Items shipped to the wrong address because you entered it wrong at checkout
• Disputes opened more than 30 days after delivery
• Off-platform purchases: anything paid for outside Fitzzy's checkout is not covered

Some listings display the Scrub-a-Dub-Dub Promise: a green duck badge indicating the seller has certified they washed the item in warm water and dried it on high heat before listing. This is a seller attestation, not a Fitzzy guarantee. Fitzzy does not independently verify that items have been laundered to any clinical or hospital-grade standard. Buyers should wash all received items per their own protocol before wearing them on a shift.

• Always pay through Fitzzy's checkout. Never wire money or use Venmo/CashApp/PayPal directly.
• Reach out through the Get Help button on your order (or email support@inbox.fitzzy.com) so every exchange is on the record.
• You have up to 30 days from delivery to open a dispute. The clock starts when tracking shows delivery, so try to inspect the item within the first week so any issues surface early.
• Take photos of the package and item on the day you receive it.

If we approve your dispute, the refund comes from the funds we held from the seller, not from a separate Fitzzy fund. Sellers know this is how the system works when they sign up.

If we determine the listing was accurate and the buyer's complaint doesn't qualify, we'll release payment to the seller and explain our decision. You can appeal within 7 days by emailing trust@fitzzy.com.

Repeatedly opening cases that are rejected, falsifying photos, or using the dispute system to obtain free items violates our Acceptable Use Policy and can result in suspension or termination.

Email trust@fitzzy.com for anything dispute-related.