FAQ

Buyer FAQs

Fortress Pre-Loved is the dedicated site for buying and selling our products secondhand. We’ve created this space for you to have the best shopping experience for finding and purchasing our secondhand items.

All posts are reviewed prior to going live and your purchases are backed by Treet Protection so you’re guaranteed to receive the product that was promised.

After completing your order, an email is sent to the Seller with a prepaid shipping label and they’re encouraged to ship immediately. It usually takes around 3 days for Sellers to get items in the mail, but it can take up to 7 business days. Please note that shipping is paid for by the Buyer.

Shipments over $500.00 will require a signature confirmation upon delivery.

On the rare occasion where your order doesn’t ship within the 7-day shipping window, we will automatically cancel the order and refund your purchase.

All major credit and debit cards are accepted for payment, including: American Express, Visa, MasterCard, and Discover.

All other orders made through Fortress Pre-Loved are backed by

Treet Protection

: get the item that was promised in the condition it was promised in, or receive a full refund.

In order to receive a refund for your order, you must file a Misrepresentation Claim within 72 hours of receiving your order.

Here

are the steps to do so.

If for whatever reason you decide you don’t like your item, this is not covered in Treet Protection, but you still can re-list the product without paying any Seller fees. In this case, you must request to re-list the item within 72 hours of its arrival by contacting [email protected].

You can also choose to add Seel Return Assurance to your order at checkout if your order is eligible. Return Assurance gives you a 7-day return window on your otherwise final sale (non-refundable) items. If you’re unhappy with the purchase for any reason, Seel will buy it back from you for 100% of the purchase price of your returned items. Please note that shipping fees are not covered by Return Assurance. The original shipping fee will not be returned and a $10 return shipping fee will be deducted from your final refund.

Seller FAQs

Fortress Pre-Loved is the official destination for buying and selling our secondhand items. This is where our secondhand community lives, which means you’ll get the best value for your item and be able to sell it fast. Plus, you can easily list items by finding them in your order history with us.

Listing your item is easy! Simply click “Sell Your Item” in the upper right-hand corner, create an account (tip: use the same email you’ve used to purchase from Fortress so you can see your order history), and go through the listing process.

Once you’ve added all of the applicable information, click “Submit” for the post to be reviewed within 24 hours. After it’s reviewed and approved, it will go live. If there are any issues, you’ll receive an email asking to make changes before it can be accepted.

The Treet Team reviews every item before it goes live. They’re verifying several things about your post:

  • Your pictures are accurate and high quality

  • Any quirks are accurately described

  • The condition you selected accurately reflects your image

  • The product is an authentic piece

After someone purchases your item, you’ll receive an email that includes a prepaid shipping label for you to print and use to ship your item within 7 days. The cost of the shipping label is paid for by the Buyer.

As a Seller on Fortress Pre-Loved, you have

two

choices for receiving your funds: cash or credit back to Fortress.

If you choose store credit, there is

no fee

! In fact, Fortress will give you a bonus 10% in store credit. (i.e. Selling an item for $100.00 gives you $110.00 credit back to

Fortress

.)

If you choose cash, the fee is

20%

. (i.e. Selling an item for $100.00 gives you $80.00 cash.) This fee is paid directly to Treet.

Once your item is delivered and verified (manually by the buyer or auto-verified after 72 hours — whichever is first), you’ll receive an email asking how you’d like to redeem your funds: cash or credit. You can make your preferred selection by logging into your account and going to ‘Your Listings’.

To redeem your funds as credit, you’ll receive an email immediately upon verification with your discount code for use on

Fortress

.

To redeem your funds as cash, you’ll be prompted to enter your bank account details* and a direct deposit will be sent within 7 business days via our payment partner,

Stripe

**.

*Please note, if you have recently changed your name, or in the rare case that Stripe requests additional information for account verification, you may be asked to enter the last 4 digits of your

SSN

and/or enter your date of birth. Please reach out to [email protected] if you have any trouble or questions.

**Stripe has a PCI Service Provider Level 1 Certification - the highest level in the payments industry.

We issue store credit as discount codes to be redeemed on

Fortress

. You’ll receive the code via email upon selecting the credit option. This credit will be valid for a single checkout on

Fortress

. While you can buy multiple items at once with your credit, you will not be able to use the same code again. Make sure to use all of it within one purchase. Discounts cannot be stacked. Credit does not expire.

If you’ve earned multiple discount codes and would like them combined, feel free to contact us at

[email protected]

— we’re happy to help!

If your Buyer submits a Claim, we will notify you immediately and will review it in accordance with our Treet Protection Policy. Your funds will be on hold until a decision has been reached. If the Claim is accepted, we provide the Buyer with a prepaid shipping label to print and ship within 72 hours. If the Claim is rejected, we will automatically disburse your funds.

As long as the item is initially scanned in by the post office, you’ll be paid in full if it were to get lost or stolen anywhere on its journey.

Misc. FAQs

Treet is the platform we use to power this site. They handle all of the shipping logistics, disbursements, refunds/returns, and product authentications to make this site a safe environment for buying and selling.

Visit

this page

for more information about Treet.