📖 Buyer Handbook
Everything you need
to shop with confidence.
Sellnook is a marketplace for real people selling real things. This handbook covers everything from placing your first order to getting your money back if something goes wrong.
How it works
Buying on Sellnook is simple. Independent sellers list their physical goods, you browse and buy, and the seller ships directly to you. Every transaction is protected by Sellnook's buyer guarantee.
1
Create your account
Sign up with Google or your email address. Add your shipping address and a payment method before placing your first order.
2
Browse & find what you love
Search by keyword, browse by category, or discover featured sellers. Every listing shows photos, a full description, seller rating, and shipping costs upfront.
3
Place your order securely
Pay with your credit/debit card, bank account, or PayPal. All payments are processed securely through Stripe — Sellnook never stores your card details.
4
Seller ships your item
The seller has a set processing window to ship your order. You'll receive an email with tracking information as soon as your item is on its way.
5
Receive & review
Once your order arrives, you can leave a review for the seller. If anything is wrong, our buyer protection has you covered.
Buyer protection
Every purchase on Sellnook is covered by our buyer guarantee. If something goes wrong, we'll make it right.
Item not received
If your order never arrives and tracking shows no movement for 7 days, you're eligible for a full refund.
Not as described
If the item you receive is significantly different from the listing, you can open a dispute for a refund or replacement.
Arrived damaged
Items damaged in transit are covered. Take photos when it arrives and open a case within 48 hours of delivery.
Unauthorized charge
If you see a charge you didn't make, contact us immediately. We'll investigate and refund any unauthorized transactions.
30-day protection window. You have 30 days from the expected delivery date to open a dispute. After that window closes, the payment is released to the seller permanently.
To open a dispute, go to your order in the dashboard, click Report a problem, and follow the steps. Most cases are resolved within 3 business days.
Shipping & tracking
Sellers ship directly to you using their carrier of choice. Shipping costs and estimated delivery times are shown on every listing before you buy.
Processing time
Each seller sets their own processing time — usually 1 to 5 business days. This is the time between your order and when they ship it. Processing time is shown on every listing.
Tracking your order
Once the seller ships, you'll get an email with a tracking number. You can also find it in your order history on the dashboard. Tracking updates in real time.
International shipping
Some sellers ship internationally. Check the listing for available shipping destinations. International orders may be subject to customs fees — these are the buyer's responsibility.
Shipping costs
Shipping is calculated at checkout based on your ZIP code and the item's weight and size. Some sellers offer free shipping — this is shown clearly on the listing.
Late or missing orders
If your order is more than 3 days past the estimated delivery date, contact the seller first. If there's no response within 48 hours, open a case with Sellnook support.
Leaving reviews
Reviews help other buyers make informed decisions and help good sellers grow. After your order is marked as delivered, you'll have 60 days to leave a review.
1
Go to your order history
Find the completed order in your dashboard under Orders → Completed.
2
Rate your experience
Give a star rating from 1 to 5 and write a short review about the item quality, packaging, and how the seller communicated.
3
Submit
Your review goes live on the seller's profile within 24 hours. You can edit it once within 7 days of posting.
Keep reviews honest and fair. Reviews that contain hate speech, personal information, or unrelated complaints may be removed. Focus on your experience with the item and the transaction.
Reporting a seller
If a seller is behaving dishonestly, listing prohibited items, or violating Sellnook's policies, please report them. All reports are reviewed by our team within 24 hours.
What to report
Counterfeit or fake items, misleading listings, harassment, prohibited goods, or suspected fraud.
Your report is anonymous
The seller is never told who filed the report. Your identity stays completely private throughout the investigation.
What happens next
Our team reviews the report, may contact the seller for clarification, and takes action ranging from a warning to permanent removal depending on severity.
✓ Report submitted — we'll review it within 24 hours.
Frequently asked questions
You can cancel an order within 24 hours of placing it as long as the seller hasn't shipped yet. Go to your order in the dashboard and click Cancel Order. After 24 hours or once shipped, cancellations are at the seller's discretion.
Refunds are issued to your original payment method. They typically take 3–5 business days to appear depending on your bank or card issuer. Refunds are processed automatically once a dispute is resolved in your favor.
Sellnook accepts all major credit and debit cards (Visa, Mastercard, Amex, Discover), PayPal, and bank account (ACH) payments. All card payments are processed securely through Stripe.
Yes. Sellnook never stores your card details. All payment processing is handled by Stripe, which is PCI DSS Level 1 certified — the highest level of payment security certification available.
Each seller's items are processed as a separate order since they ship independently. You'll be charged separately per seller but can add items from multiple sellers to your cart and check out all at once.
Prohibited items include weapons, drugs, counterfeit goods, hazardous materials, live animals, and any items that violate local laws. Sellers found listing prohibited items are permanently removed. See our full prohibited items list in the Seller Handbook.
Every listing has a Message Seller button. You can ask questions about the item, request additional photos, or discuss custom orders before committing to a purchase.
If tracking shows your order hasn't moved in 7 days or the estimated delivery has passed with no update, open a case through your order dashboard. If the case is resolved in your favor you'll receive a full refund including shipping.
Ready to start shopping?
Create your free account and be the first to shop when Sellnook launches on July 21, 2026.
Create free account →