Help Center
How can we help?
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. Always review the seller's page, reviews, and photos before committing.
- Should I ever pay outside the platform?
- No. Off-platform payments are never protected. Use the built-in reservation and checkout flows so payments are tracked and reversible.
- What if a listing looks suspicious?
- Use the Report Listing button on any listing. Our moderation team reviews reports and takes action when needed.
Selling Responsibly
- 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?
- Buyers can place a deposit to reserve an animal. Deposits are tracked in your seller dashboard and payouts follow the reservation lifecycle.
- Am I responsible for animal welfare?
- Yes. All sellers must follow our Responsible Ownership policy and applicable local law.
Reservations
- 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 do I see my reservations?
- Sign in and open your account — active reservations, payment status, and history are all listed there.
Payments
- Which payment methods are accepted?
- Credit and debit cards processed by Stripe. Your card details never touch our servers.
- 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?
- Refunds are issued through Stripe by the seller or, in disputed cases, by our support team. Funds typically return in 5–10 business days.
Reporting Listings & Users
- 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.
Account Issues
- 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?
- Contact us at support@lookatpets.com and we'll walk you through the deletion process.
Still need help?
Our support team replies within one business day. Urgent payment or reservation issues are answered within 24 hours. Animal welfare and safety reports are prioritized as soon as reasonably possible.