Buyer Protection
Every purchase on the Dotto marketplace is backed by our protection guarantee. If something goes wrong, we've got your back.
What's covered
- Items that never arrive
- Items materially different from the listing (grade, condition, authenticity)
- Items that arrive damaged in transit
- Duplicate or unauthorized charges
Refund window
You have 30 days from delivery to open a refund request from your order history. After that window, refunds are at the seller's discretion.
How the process works
- Open a request. Choose full refund, partial refund, or return-for-refund and describe what happened. Photos help.
- Seller has 72 hours to respond. They can approve, counter, or decline.
- Escalate if needed. If they decline or don't respond, escalate to Dotto and our team reviews the evidence within 3 business days.
- Resolution. Refunds are issued back to your original payment method, typically in 5–10 business days.
Return shipping
When a return is approved, Dotto generates a prepaid return label. Ship within 7 days in the original packaging or equivalent protection.
What's not covered
- Buyer's remorse after 30 days
- Damage caused after delivery
- Items shipped to an address the buyer entered incorrectly
- Off-platform payments or trades
Need help?
Email contact@dottocardco.com or open a request from your order history.