Include your FitPlug username, and the item name or order details if it's about an order. Never send us your password or full card number.
Your account
I forgot my password
On the sign-in page, tap "Forgot password?" and enter your email. We'll send a link to choose a new one. It works once and expires after an hour. If it doesn't arrive, check your spam folder.
How do I confirm my email?
Open the link in the email we sent when you signed up. You can send a new one from Account › Privacy & security. Confirming your email lets you recover your account if you lose access.
How do I sign out of other devices?
Go to Account › Privacy & security and choose "Sign out everywhere". Every device has to sign in again.
How do I delete my account?
Go to Account › Privacy & security and choose "Delete account". This permanently removes your profile, closet, posts and listings. If you have an order in progress, finish it first. See our Privacy Policy for what we keep by law, such as payment records.
Buying
What fees do buyers pay?
A service fee of 2.5% of the item price plus shipping, plus $0.50 per order, plus half of the card processing fee. You see the full total, including shipping, before you pay.
Where's my order?
Find it under Home › Marketplace › Purchases. Once the seller ships, the order shows the carrier and tracking number. Sellers normally ship within 5 business days.
My item never arrived, or isn't as described
Open the order and choose "Report a problem" to start a claim, before the seller is paid. Tell us what happened and add photos if you can. If we uphold the claim, you're refunded in full to your original payment method. Change-of-mind returns aren't covered.
How do offers work?
Some pieces in people's closets are open to offers even though they aren't listed for sale. Open the piece's card and choose Make offer. The owner can accept or decline, and offers expire after 7 days. If your offer is accepted, you'll get an email and have 24 hours to pay. You pay the offer, shipping, and a 2.5% + $0.50 offer fee.
Who can buy on FitPlug?
Anyone 18 or older with a shipping address in the United States.
Selling
How do I sell something?
Add the piece to your closet, then go to Home › Marketplace and choose "Sell a piece". Set your price, condition and package size. Listing is free.
What fees do sellers pay?
1% of the item price, plus half of the card processing fee, taken from your payout. Shipping is paid by the buyer and covers your label.
Can people make offers on things I'm not selling?
Only if you let them. Open a piece in your closet and turn on Open to offers, with its condition and an optional lowest offer. You'll find offers in Home › Marketplace › Offers. On an accepted offer you pay a 2.5% + $0.50 offer fee, and FitPlug covers the card fee.
How do I set up payouts?
In Home › Marketplace, choose "Set up payouts" and add a bank account or debit card through Stripe, our payment processor. You'll need to confirm your identity. Buyers can't check out until payouts are set up. You can manage it later from the same place.
How do I ship an order?
Open the sale and print the prepaid shipping label. Pack the item securely, attach the label and drop it off with the carrier. Tracking is added to the order for you.
When do I get paid?
When the buyer confirms the item arrived, or automatically 3 days after tracking shows it was delivered, or 14 days after it shipped, whichever comes first, as long as no claim is open. The money then goes to your bank on Stripe's payout schedule.
Safety
How do I report something?
Tap the "…" menu on any post, comment, listing, message or profile and choose Report. Reports are private, and the person isn't told who reported them. Our team reviews every report within 24 hours.
How do I block someone?
Tap the "…" menu on their profile, post or listing and choose Block. You won't see each other's profiles, posts, listings or messages, and they can't follow or message you. They aren't told. Unblock anyone from Settings › Privacy › Blocked Accounts.
Someone asked me to pay outside FitPlug
Don't. Payments made outside FitPlug aren't covered by buyer protection. Please report the message or listing so we can look into it.
Cards and AR
What are FitPlug cards?
Digital cards made from pieces in your closet, which you can collect and share. Cards, badges and AR content are for fun. They have no cash value and don't prove that a physical item is authentic.
