Queenly Frequently Asked Questions (FAQs)

We will issue you a full refund if the seller fails to ship, your item does not match the description on the listing created by the seller, or if you run into any problems!

If the Seller fails to ship after 10 days after you placed an order or your offer was accepted, the order is considered delayed. You will have the option to request a cancellation and receive a full refund.

What Is Covered

1. Orders completed following our policies
2. Items that are received are not as described according to the item listing
3. Items damaged in transit
4. Orders marked with unsuccessful delivery timestamps by the shipping carrier

What Is Not Covered

1. Transactions completed off of the Queenly Platform
2. Refused delivery items
3. Refund requests made outside the 3-day delivery window
4. Cancelation requests made before our 10-day cancellation policy

What Is Covered

1. Orders completed using the Queenly prepaid label
2. Orders completed following our policies
3. Orders with false claims from Buyers
4. Orders marked with unsuccessful delivery timestamps by the shipping carrier
5. Buyer chargebacks: when Buyers fail an unauthorized payment claim with their bank provider

What Is Not Covered

1. Transactions completed off of the Queenly Platform
2. Items that are delayed and shipped after a cancellation request has been accepted and processed

If you have received an item that is not in the condition described or looking to return the item you have purchased, you can initiate a return request by emailing [email protected] The claim must be filed within 3 days of the posted delivery date. Any claims filed outside of that period will not be reviewed or granted.

Please take a look at our Return Policy here.

Seller earnings are disbursed after the item has been successfully delivered and once the buyer verifies on the app/website that they have accepted their item. Buyers have 3 days from the posted delivery date to accept their item. Seller earnings will be disbursed at the end of the third day after delivery at 11:59 PM PST, or after the day the buyer accepts their order.

If your purchased item is over $500 and has been shipped to Queenly HQ to undergo Quality Check, your seller earnings will be disbursed once your item has successfully been inspected. Please keep in mind that after delivery, Quality Check can take anywhere between 1-3 business days to be processed and completed.

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your Queenly account and update your seller information as needed (in your Profile page). In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent so please make sure you have this fully updated. Users are responsible for updating and verifying that their payout information is submitted correctly.

If a seller fails to make a payout method selection or submits the incorrect payout information, the seller's earnings will be delayed until that information is added or updated. Queenly is not responsible for any delays due to missing or incorrect information submitted by the seller.

Sellers can choose to receive their seller earnings via PayPal, Venmo, or electronic ACH Direct Deposit transfer to your bank account.

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your Queenly account and update your seller information as needed (in your Profile page). In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent so please make sure you have this fully updated. Users are responsible for updating and verifying that their payout information is submitted correctly.

Sellers can select their preferred payout method under Seller Earnings & Payout Methods in their Profile page. You will need the following information for the following methods:

• First and Last Name
• Electronic routing number
• Account number
• SSN

Verify that your account is active and allowed to receive funds.

• First and Last Name
• Email Address that you use for PayPal

Please verify that you have entered the correct information and that this account is available to receive funds. This may require you to reach out to PayPal directly.

• First and Last Name
• Phone number or Email Address

If you have a valid US phone number but do not have a Venmo account, you will need to successfully set up a Venmo account to receive payments. Your payment will expire in 30 days if you sell an item with a Venmo payout method on file but do not have a Venmo account set up.

1. Go to your Profile > Seller Earnings & Payout Methods > Payouts
2. Click Add payout method
3. Select the type of payout method you want to use, then click Continue
4. Add the requested info, then click Submit

Your payout will be initiated in our system as soon as the item is accepted by the buyer or after the 3 day delivery window has expired. However, it may take up to 7 business days for the funds to reach your account, depending on the type of payout method you have selected. Queenly does not control the speed that your funds become available to you nor is Queenly responsible for any delays made by PayPal, Venmo or your receiving bank.

• PayPal and Venmo: Within 1 business day (delays may occur on a case-by-case basis)
• Direct Deposit (ACH): Up to 7 business days

If a seller fails to make a payout method selection or submits the incorrect payout information, the seller's earnings will be delayed until that information is added or updated. Queenly is not responsible for any delays due to missing or incorrect information submitted by the seller.

• Under 1lb $5.99
• 1-5lbs $9.99
• 6-10 lbs $14.99

• Expedited Shipping: $54.99
• Overnight Shipping: $123.99

• Standard Shipping: $37.99
• Expedited Shipping: $74.99

To send a Private Offer to users who have liked your item:

• Select an item from your closet
• Select “Price Drop”
• Select "Send Private Offer to Likers"
• Calculate your new discounted price (must be at least 10% lower than your current listed price)

Users who have liked that item will be notified of the discount and have 48 hours to accept or decline the offer. Users are able to counteroffer a private offer.

If a private offer is accepted, all other standing private offers or existing offers will expire. If the item is purchased using “Buy Now”, all prior existing offers will expire.

Your payout will be disbursed via your preferred payout method. You will receive a payout for each item sold in your collection.

Locate your Collection Order in your inbox under Selling To to see a breakdown of your payout.