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 Buying - Order Problems

Buyer Return Policy

If you receive an item different than described, damaged, not of stated quality, or the package arrives empty, you can use Half.com's Email Forwarding System to contact the seller and resolve the issue.

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "View Transaction:" box and click the "Go" button.

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default

With seller approval or the approval of Half.com, a buyer may return an item.  This would include empty packages.  Sellers may need the empty package in order to submit a shipping carrier claim.   A buyer will have 7 days to return an item once the return has been authorized. A tracking/delivery confirmation number must be provided by the buyer if a seller disputes receipt or the timeliness of the return. In the event of a dispute, a full refund may not be issued if the item was not shipped within 7 days of return approval or if tracking/delivery confirmation cannot be provided by the buyer.  As the shipper at this point, the buyer is responsible for the item reaching the seller and we strongly urge buyers to purchase shipping insurance since Half.com is not responsible for loss or damage during shipping.

Half.com reserves the right to make the final decision regarding refunds in these matters.  We urge buyers and sellers to keep copies of all email correspondence related to the return.  Please note that items purchased from Half.com sellers need to be returned directly to the seller and not to Half.com.  Half.com approval to return would come through the Claim process.  Return shipping is reimbursed at no more than the shipping amount originally paid.   NOTE:  Sellers must provide a United States return shipping address.

You may not contact the seller (or submit a Buyer Protection Policy Claim to Half.com) if you have instructed your credit card company to charge back the disputed item. Buyers who go though their credit card company to dispute a charge may lose their privilege to buy or sell on Half.com.

I received the wrong item; I received a damaged item; I received an empty package; I received an item which is not of the promised quality.

If you have a problem with your order, we first ask that you contact the seller directly through the Half.com buyer-seller communication system to try and find a resolution.  You may contact a seller via Half.com's email forwarding system only once you have successfully completed a transaction with that seller. Once you have completed a transaction you may contact the seller about the transaction for up to 60 days. When you use the email forwarding system, Half.com will send the seller an email with your comments/questions, information about the transaction and your reply email address.

To contact a seller, sign in following the steps below.

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default.                                                                                              
                                                              
    If you and the seller are unable to amicably resolve the dispute with your order, we then recommend that you file a Buyer Protection Claim. Please note that this form is only accessible after you have contacted the seller via the steps provided above. To file a Buyer Protection Claim please follow the same steps above and click on the "File Claim" button on the Details page. Please carefully review the information located on that page and follow the instructions.  For more information about our Buyer Protection Policy, please click here.

I want to change shipping options on an order I have already placed.

At Half.com, purchases are made from other Half.com members across the country. Once you place an order on Half.com, the seller will have 3 business days to ship the item to you, and will often ship within hours of receiving your order. 

Prior to purchasing an item, you can check the shipping methods supported by the seller. Simply click the seller's User ID, and the seller information page will be displayed. This page will display the shipping methods the seller supports.

If you believe the seller has not yet shipped your item, you may attempt to contact them by following the instructions below. Please understand, however, that they are not required to comply with your request to change the shipping method.

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default.                           

What should I do if I have a problem with my item?

You can contact the seller using Half.com's Email Forwarding System to resolve this issue. Just follow these steps:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default.                            

If you do not hear back from the seller within 2 working days, or you are unable to resolve the issue, you can return to this page and click the "File Claim" button.  Buyers will have 60 days from the order date to contact their seller and file a claim.

Contacting a seller

Whether you are reporting a problem with an item or simply inquiring about the status of your order, you can contact a Half.com seller by following these instructions:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default

You may contact a seller via Half.com's Email Forwarding System only after placing an order with that seller. Once you have placed an order, you may contact the seller any time within the next 60 days.

When you use the Email Forwarding System, Half.com will send the seller a message with your comments, questions, transaction information, and your email address.

How can I tell if my order went through?

You can access information on line anytime to see if your order was completed. Please follow the steps below.

  1. Click the My Account link. You may be asked to sign in.

  2. Click the Purchases link.

The Purchases screen will display all the orders you have placed on Half.com, sorted with your most recent orders at the top. If the order you just placed is not there, there may have been a problem checking out. Check your Shopping Cart to see if your items are still there.

NOTE: If you are checking on a purchase you have just completed, you will want to be sure to use the links outlined in items 1 and 2 above to review this information. Do not use your browser's 'Back' or 'Forward' buttons, as these do not refresh the screen with updated information from our servers. Using the 'Back' and 'Forward' buttons will not always give you the most up to date information for your account.  Please note that in some rare cases items can take longer than 2 hours to appear in your Purchases page under My Account. If you have placed an order and it does not appear after 2 hours from the time you purchased it, please check your online credit card statement or phone your credit card company for verification of the order. If your credit card has been billed, do not place the order again and check your purchases again in 48 hours. If the purchase is still missing, please contact customer service.

Can I cancel an order that has already been placed?

At Half.com, purchases are made from other Half.com members across the country. Once you place an order on Half.com, the seller will have 3 business days to ship the item to you, and will often ship within hours of receiving your order.

Due to the nature of this system, buyers cannot cancel orders once they are placed. This includes duplicate orders. All sales are final, except for those cases defined in the Half.com Buyer Protection Policy.

If you believe you can contact the seller before they ship your item, you may contact them by following the instructions below. Please understand, however, that the seller is not required to cancel the purchase.

To contact a seller using Half.com's Email Forwarding System, follow the steps below:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default.                           

I placed an order, but now it shows up as refunded.

If you placed an order and it now shows as "Refunded", the seller has cancelled your order.

The following are some possible reasons why your order may have been refunded:

  • The buyer and seller mutually agreed to cancel a sale.

  • Half.com Customer Support requested that the seller cancel the sale.

  • Buyer purchased item despite seller limitations such as no P.O. boxes or buyer wants purchase sent outside the United States.

In general, when a seller lists an item on Half.com, and a buyer purchases that item, both members are expected to honor that purchase. In accordance, the seller may not refuse to accept payment for an item at the end of a successful sale.

Sellers are expected to perform in a manner that results in a consistent high level of buyer satisfaction. If a seller's interactions with the Half.com community create unacceptable levels of buyer dissatisfaction, that seller has violated this policy.

If you feel your seller has violated this policy by issuing a refund, please contact the Half.com Trust & Safety team here.

My item seems to be taking a long time to arrive.

Each order placed on Half.com is given an estimated arrival date which varies depending on the shipping method chosen.  NOTE that in our experience, items shipped to or from Alaska or Hawaii can take extra time.  We urge buyers and sellers to be patient in these instances.

To check the estimated arrival date for your item, follow these instructions:

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."                    

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the transaction number link under the Seller User Id.  The estimated arrival date for this item is displayed in the "Status" column.

    If your item does not arrive by the estimated arrival date, you can contact the seller via Half.com's email forwarding system. Simply return to this page and click the "Contact Seller" button.  Please allow the seller 2 working days to respond before attempting to file a claim.

My item took a long time to arrive. While I was waiting, I bought it elsewhere.

At Half.com, purchases are made from other Half.com members. Due to the nature of our site, orders can not be cancelled by the buyer once they are placed. All sales are final, except for those cases defined in the Half.com Buyer Protection Policy.


Alternately, if you would like to contact the seller to work something out you can do so by following the instructions below. Please note that the seller is neither required to cancel the purchase nor issue a refund.

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default

What happens if I haven't received my item and it's past the estimated arrival date?

You can contact the seller using Half.com's Email Forwarding System to resolve this issue.

  1. Click the My Account link near the top right of the page. You may be asked to sign in.

  2. Click the Purchases link. Your most recent purchases will be listed on this page.

    • If the purchase in question is not on this page, you can choose a past view from the drop down menu to the right next to "Period:" Then click "Go"

    • If the purchase in question is not on this page and you have the transaction number, enter it in the "Search Transaction" box and click the "Search button."

    • If the purchase in question is not on this page and you do not have the transaction number, you can locate the purchase by the Seller ID and clicking the "Search button."

  3. Once you've located the purchase, click the corresponding "Contact Seller" link on the right side of the screen. We strongly recommend that you send a copy of this email to your self. "Send me a copy of this email." button will be checked by default

If you do not hear back from the seller within 2 working days, or you are unable to resolve the issue, you can return to this page and click the "File Claim" button.

What does Half.com do to protect my purchases on the site?

Every Half.com Buyer is covered under the Buyer Protection Policy for the first $750 of every purchase, subject to the policy guidelines. For more information on the Buyer Protection Policy, click here.