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Guides for buyers, sellers, and everyone in between. Can't find what you need? Contact support.

Buying Safely

How do I know a seller is trustworthy?: Every seller page shows a trust label — Excellent, Very Good, Good, or Building Trust — based on verification, reviews, and platform activity. These labels summarize platform signals; they do not guarantee animal health, seller conduct, or transaction outcomes. Always review the seller's page, reviews, and photos before committing.
Can I pay a seller directly?: If your agreement uses direct payment, arrange payment with the seller and keep your receipt. Direct seller payments are not protected by LookAtPets. Online payment is available only when offered for your transaction; check the agreement and checkout for the available options.
What if a listing looks suspicious?: Use the Report Listing button on any listing. Our moderation team reviews reports and takes action when needed.

What are the seller guidelines?: Review the full Seller Guidelines before publishing listings. Accurate species, breed, health, and photo information is required.
How do reservations work?: Review and agree the sale price, deposit amount and payment terms with the seller before paying. Online deposits are available only when offered for the transaction. Payment status is recorded in your account, and payout availability follows the payment provider's rules.
What does LookAtPets charge sellers?: The published LookAtPets marketplace fee is 5%, with a $1.25 minimum per eligible online charge or order. It is deducted from seller proceeds, never added to the buyer's total. Payment processing fees are separate. Animal reservations apply the minimum once to the agreed sale, with the fee allocated across deposit and online balance payments. Existing reservations keep their recorded fee terms. Free and offline payments carry no online marketplace fee.
Am I responsible for animal welfare?: Yes. All sellers must follow our Responsible Ownership policy and applicable local law.

Is a reservation deposit refundable?: Refund terms are set by the seller and shown before you confirm. Contact the seller first; if the issue is unresolved, contact support.
How much is the deposit, and what does LookAtPets keep?: The deposit amount is shown in the agreement before payment. The marketplace fee is frozen once against the agreed sale price and allocated proportionally to the deposit; an online balance carries only the remaining fee. Under the published policy, a $1,000 sale with a $200 deposit has a $50.00 total marketplace fee: $10.00 is allocated to the deposit and $40.00 to an $800 online balance. Processing fees are separate. The minimum is applied once per deal, and existing reservations keep their recorded fee terms.
How do I see my reservations?: Sign in and open your account — active reservations, payment status, and history are all listed there.

Which payment methods are accepted?: The available methods are shown at checkout and can vary by transaction and device. LookAtPets never asks you to send card details in messages.
Are there extra fees at checkout?: The amount due and any applicable fees are shown before you confirm. LookAtPets does not add an undisclosed fee after confirmation.
I was charged but see no order.: Check your account within a few minutes — webhooks occasionally lag. If the order still isn't showing after 15 minutes, contact support with your Stripe receipt.
How do refunds work?: Online refunds are processed through the payment provider, and arrival time depends on your bank and payment method. The buyer gets the full refund amount. LookAtPets marketplace fees are generally non-refundable after a successful payment, except where required by law or where LookAtPets determines an exception applies.
Do memberships and Featured promotions have the marketplace fee?: No. Membership subscriptions and Featured promotion purchases are LookAtPets products, so the seller marketplace fee does not apply. The product price is shown before purchase; promotions are available only when enabled.

How do I report a listing?: Every listing has a Report Listing button. Choose a reason (scam, welfare concern, misleading info, etc.) and add details. Reports are confidential.
What happens after I report?: Our moderation team reviews all reports. Critical reports (animal welfare, safety) are prioritized. You may not receive a public update, but action is taken when policies are violated.

I forgot my password.: Use the password reset page. You'll receive a secure link by email.
Can I have multiple roles?: Yes — you can be a buyer, breeder, rescue, vendor, and more simultaneously. Manage roles from your account settings.
How do I delete my account?: Sign in and open Privacy & data settings to request account deletion. Submitting a request does not delete your account immediately. Some payment, dispute, safety and audit records may be retained where required, and open transactions or legal holds can delay completion. If you cannot sign in, contact support@lookatpets.com for help.

Contact support for account, payment, reservation or safety questions. Animal welfare and safety reports are prioritized for review.