How do I make an offer on a listing?
On any listing page, click the 'Make Offer' button below the price. Enter your offer amount and an optional message to the seller. The seller has 24 hours to accept, decline, or counter your offer.
Help Center – Pitchshift
Find answers to common questions about buying, selling, payments, shipping, and account management on Pitchshift.
Is it safe to buy on Pitchshift?
Yes. Every purchase is covered by our Buyer Protection program. If an item doesn't arrive, arrives damaged, or is significantly not as described, we'll work with you to get a refund or resolution.
Can I message a seller before buying?
Absolutely. Use the 'Ask a Question' button on any listing to send a direct message to the seller. Sellers typically respond within a few hours.
How do I track my order?
Once your order ships, you'll receive a tracking number via email and notification. You can also view tracking info on your Orders page.
What payment methods are accepted?
Pitchshift accepts all major credit and debit cards (Visa, Mastercard, Amex, Discover) as well as PayPal. Payment details are encrypted and never shared with sellers.
How do I create a listing?
Click 'Sell Gear' in the header or go to your Seller Dashboard. Fill in the title, description, condition, and photos. Set your price and choose whether to accept offers. Your listing goes live immediately.
What fees does Pitchshift charge?
Pitchshift charges a 5% selling fee on the final sale price, plus a payment processing fee of 2.9% + $0.30. There are no listing fees — you only pay when you sell.
How do I get paid?
Payouts are processed within 2-3 business days after the buyer confirms receipt, or after 7 days if the buyer doesn't respond. Funds are transferred directly to your connected bank account.
Can I edit a listing after it's published?
Yes. Go to your Seller Dashboard > Listings, click on the listing, and select Edit. You can update any details except for an item that already has an active order.
How do I handle returns?
You set your return policy when creating a listing. If a buyer opens a dispute, you'll be notified and can respond through the dispute resolution process.
When is my card charged?
Your card is charged immediately when you place an order. If you make an offer, you won't be charged until the seller accepts and you confirm the purchase.
How do price drops work?
If you add an item to your Watchlist and the seller lowers the price, you'll receive a price drop notification. Price drops show the percentage decrease from the original listing price.
Can I get a refund?
Refunds are processed if a seller cancels your order, an item isn't delivered, or you win a dispute. Refunds appear on your original payment method within 5-10 business days.
Is my payment information secure?
Yes. All payments are processed through our secure payment partners. Pitchshift never stores your full card number on our servers. Transactions are SSL-encrypted.
Who handles shipping?
Sellers are responsible for packing and shipping items. Many sellers use USPS, UPS, or FedEx. The shipping cost is set by the seller and shown on the listing.
How should I pack my gear?
Use the original box if available, or a sturdy double-wall box. Wrap instruments in bubble wrap, fill empty space with packing peanuts, and seal all seams with packing tape. For fragile items, consider double-boxing.
What if my item arrives damaged?
Take photos immediately and open a dispute within 3 days of delivery. Include photos of the packaging and the damage. Pitchshift will review the case and help coordinate a resolution.
Do you ship internationally?
Some sellers offer international shipping. Filter listings by 'Ships internationally' in the search filters. Note that import duties and taxes are the buyer's responsibility.
How do I open a dispute?
Go to Orders > select your order > click 'Open Dispute'. Describe the issue and attach any photos. You have up to 30 days after delivery to open a dispute.
How long does dispute resolution take?
Most disputes are resolved within 3-5 business days. Complex cases may take up to 10 business days. You can message the other party through the dispute to try to reach a resolution faster.
What if the seller doesn't respond?
If the seller doesn't respond within 3 business days of a dispute being opened, Pitchshift will step in and make a decision based on the available evidence.
Can I return an item if I change my mind?
Returns for change of mind depend on the seller's return policy. If the seller accepts returns, you'll need to pay return shipping. If they don't, you'd need to relist the item.
How do I verify my account?
Go to Settings > Account and complete the identity verification steps. Verified accounts get a badge and are more trusted by buyers and sellers.
How do reviews work?
After an order is completed, both buyer and seller can leave a review. Reviews are publicly visible on profiles and help build trust in the community.
What should I do if I suspect fraud?
Report the listing using the 'Flag' button, or contact our support team immediately. Never complete a transaction outside of Pitchshift — you won't have buyer or seller protection.
How do I change my password?
Go to Settings > Account > Security. Enter your current password, then your new password twice. Changes take effect immediately.