Buyer Protection Guarantee

The MorphMarket (MM) Buyer Protection Guarantee provides additional peace of mind for buyers when purchasing animals on our marketplace. MorphMarket provides buyers with up to $500 reimbursement benefits on purchases made from a seller with a MorphMarket Buyer Protection Badge. Sellers remain responsible for the full value of the subject purchase (animal + shipping), but if a seller fails to resolve a dispute appropriately, to be determined by the MorphMarket team, MM will provide the buyer with reimbursement benefits not to exceed $500.00. 

Purchase Qualifications 

To qualify for buyer protection, the following conditions must be met: 

  • The purchase is made from a seller with a MorphMarket Buyer Protection Badge.
  • The transaction and all related communication MUST occur exclusively on MorphMarket, using the on-site Messenger or Buy Now.
  • The seller fails to provide a refund or replacement as required by the MM Default Store Policy, Rules, Terms and Conditions, and the seller’s individual Store Policy. 
    • A dispute must be filed with MorphMarket within 30 days of the seller’s failure to provide a refund or replacement, and the MorphMarket compliance team must determine that the seller failed to resolve the situation in accordance with our policies. 
    • Please review the MorphMarket Moderation Policies for additional information.
  • Buyer Protection is only available for transactions made between buyers and sellers that are located within the United States, and coverage only applies to live animal purchases. 

Other Requirements

Buyers must first allow sellers the opportunity to resolve the situation, and any issues must first be addressed between the buyer and seller.

  • The buyer must make all appropriate attempts to resolve the issue with the seller, including but not limited to:
    • Report the issue within the timeframes noted on the Default Store Policy or the seller’s individual store policy (when applicable).
    • Provide all evidence required by the Default Store Policy or the seller’s individual store policy (when applicable).
  • The buyer must report issues to the seller within the expected timeframes, as determined by the Default Store Policy, or the seller’s individual store policy (when applicable). 
  • If the seller does not resolve the initial concern, buyers must file a dispute with MorphMarket within 30 days. 
    • Disputes can be filed here or by emailing [email protected]
    • The initial dispute process may take up to 60 days.
    • Important: Please notify MorphMarket during the initial dispute process if you would like to file a Buyer Protection claim. 

Covered Scenarios

The following situations may be eligible for coverage, subject to the conditions described above:

  • Non-Delivery of the Animal: The seller does not ship the animal after the purchase is finalized, including full payment, and fails to respond or resolve the issue.
  • Material Misrepresentation: The animal received is not as described in the listing (e.g., wrong species, morph, sex, age, or significant visible defects not disclosed in the listing).
  • DOA (Dead on Arrival): The animal arrives deceased, and the buyer can provide reliable evidence (e.g., timestamped photos or videos). 
  • Failure to Honor Terms of Sale: The seller violates their stated terms (e.g., health guarantees) and refuses to address the problem within a reasonable timeframe.
  • Fraudulent Transactions: The seller misleads the buyer (e.g., false claims about genetics, selling an animal they don’t have, or drop-shipping from an unverified source).
  • Lost or Damaged Shipment: If the package is lost or severely damaged during transit and the seller fails to resolve the issue. 
    • The buyer must provide reliable evidence (e.g., timestamped photos or videos).

Scenarios NOT Covered by Buyer Protection

The following situations are NOT covered by the Buyer Protection Guarantee:

  • Inadequate Proof: The buyer cannot provide sufficient, reliable evidence of the issue (e.g., photos, videos, or communication records).
  • Buyer Remorse: The buyer decides they no longer want the animal.
  • Minor Differences or Subjective Issues: The animal has minor cosmetic differences (e.g., minimal size or color variation) that do not impact health or match the description.
  • Subjective Qualities: For example, disputes over subjects such as “temperament.”
  • Improper Care by the Buyer: The animal’s health deteriorates, or death occurs due to improper husbandry, handling, delay in pickup by the buyer, or other situations caused by the buyer.
  • Buyer Requested Shipping Outside MorphMarket: If the animal is being shipped, MorphMarket Verified Sellers are required to use MorphMarket Shipping; if the buyer insists on the seller using a different shipping provider, buyer protection will be void. 
  • Post-Sale Agreements Outside MorphMarket: If the buyer and seller negotiate new terms (e.g., discounts or refunds) after the purchase, the dispute arises due to those terms.
  • Non-Live Animals: Buyer Protection only applies to live animal purchases (e.g., feeders, equipment, or supplies are not covered)
  • Unqualified Sellers: The seller must be a MorphMarket Verified Seller.
  • Resolved Issues: The MorphMarket team determined that the seller adequately resolved the dispute, but the buyer was unsatisfied with the outcome. 
  • Past Statute of Limitations: The MorphMarket team has time limits for investigating and resolving disputes, which vary by type of claim. These timeframes are outlined in the Default Store Policy. Claims submitted beyond this time will not be eligible for coverage.
  • Trait Disputes: Genetic traits often cannot be conclusively proven or disproven in a dispute situation. Traits that can be verified should have been recognized by the buyer prior to purchase. Buyers bear the responsibility to thoroughly research and confirm traits, including requesting additional pictures, lineage information, and asking questions to ensure they are making an informed decision.
  • International Shipping: Buyer Protection only applies to live animal purchases made between buyers and sellers located within the United States. Shipments to or from outside of the United States are not covered.
  • Fault of Buyer: Issues caused by the buyer (e.g., wrong address given, door not answered when delivery is attempted, etc.).

Filing a Buyer Protection Claim

If a seller does not refund or replace the item in accordance with the MM Default Store Policy, Rules, Terms and Conditions, and the seller’s individual Store Policy, buyers may file a Buyer Protection claim.

1. Eligibility for Buyer Protection

Buyer Protection applies when the following conditions are met:

  • The purchase was made from a MorphMarket Verified Seller. 
  • The transaction and all related communication must occur exclusively on MorphMarket. 
  • The seller fails to provide a refund or replacement as required by the MM Default Store Policy, Rules, Terms and Conditions, and the seller’s individual Store Policy.
  • The buyer made all appropriate attempts to resolve the issue with the seller. 
  • The issue falls within the “Covered Scenarios" section listed above. 

2. File the Claim

If all attempts at resolving the issue with the seller have been made, and the seller has not provided a solution, please submit a dispute form or email [email protected].

  • Please see the Market Moderation policies for more information. 
  • The initial dispute process may take up to 60 days.

Important: Please notify MorphMarket during the initial dispute process if you would like to file a Buyer Protection claim. 

3. Evidence Required for Claims

MorphMarket may, at its sole discretion, require reliable evidence to support your claim, including but not limited to: 

  • Proof of Contact: The buyer must show evidence that they contacted the seller within the required claim period as determined by the Default Store Policy or the seller’s individual store policy (when applicable).
  • Proof of Purchase
  • Photos or Video: Photo and/or video evidence must be provided to the seller within the required timeframe as determined by the Default Store Policy or the seller’s individual store policy (when applicable). 
    • MorphMarket may request copies of those images and videos to process the claim. This may include, but is not limited to, photos and videos of:
    • Packaging: Clear digital photos or video of all packaging, including the legible label on the box, the condition of the outer box, insulation inside the box, packing material, and any heat/cold/phase pack used.
    • Animal: Clear digital photos or video of the animal showing its condition, markings, and if rolled onto its back.
  • Failure to provide sufficient, reliable evidence will result in the denial of the claim by MM. 

4. Claim Payments

Once MorphMarket approves a Buyer Protection claim, it may take up to 14 business days to process the claim. This processing time is in addition to any time required to investigate and resolve the original dispute. Claims will be paid out via check and mailed directly via certified mail to the payee. Postage costs for mailing will be deducted from the amount of the claim payout. Checks may require additional processing time.

Disclaimers

MorphMarket reserves the right to refuse any Buyer Protection Claims that do not meet the outlined policies. Additionally, MorphMarket reserves the right to change its buyer protection policy and amend it occasionally. Any material changes to costs, coverages, or exclusions will apply prospectively on the effective date of such change.


For any additional questions, please email [email protected].

Who qualifies for the seller Buyer Protection Badge?

What is a Buyer Protection Badge?

A MorphMarket Buyer Protection Badge is available for sellers who meet and exceed MorphMarket standards. These sellers will benefit by:

  • Placement of a verified badge to make your listings stand out!
  • Qualify for Buyer Protection for your buyers, providing extra confidence in purchases.

To maintain this status, you must meet the following qualifications:

  • Your operations must be in the United States
  • Basic+ Membership Only
  • Account must be active for at least one (1) year
  • Must have completed at least (5)  successful shipments using MM shipping. 
  • Must have marked at least (5) animals as "sold to" or "on hold to" on MorphMarket
  • Must have a minimum customer rating of 4.5
  • Agree to ship all animals sold on MM through MM, and follow safe shipping practices, as defined by MorphMarket shipping here.
  • Agree to and abide by the MorphMarket Terms of Service, Shipping Terms of Service, Rules, and all other policies found here.

What is Buyer Protection? 

Buyer Protection provides buyers with extra confidence, making them more likely to purchase from a seller with a Buyer Protection Badge.

  • Buyer Protection is NOT insurance.
  • Sellers remain responsible for 100% of the purchase value to the buyer if there is an issue.
    • Buyer protection ONLY applies if a seller does NOT provide a refund or replacement, as required by the MM Default Store Policy, Rules, Terms and Conditions, and the seller’s individual Store Policy.
    • Sellers who do not satisfactorily resolve a situation, as determined by MorphMarket, risk being removed from MorphMarket, whether they are part of this program or not.
    • Learn more about how it works and how buyers can qualify.
  • In order for a buyer to qualify, all correspondence must be made over the MM Messenger. Please keep this in mind if you choose to opt-in to the program.

How to Participate

Sellers who qualify for this program will be shown an opt-in message at the time of qualification. This can be changed or adjusted at any time via your Seller Profile Settings. If the pop-up is accidentally closed, you can also opt-in from this page.

  • To access this page, open your user profile menu. 
    • On mobile, this appears when you click your profile photo in the upper right corner (next to the messenger button)
    • On desktop, click on your username.
  • Find the "Account Settings" menu option. It will expand. From there, click "Seller Profile."
  • Scroll down to the "Buyer Protection Guarantee" section.
    • Note: if this section is not visible, you may not be qualified for the program.

Disclaimers

MorphMarket reserves the right to remove sellers from this program at our sole discretion. Additionally, MorphMarket may update or change the requirements and policies as needed.


If you have any questions about the Buyer Protection Badge or the Buyer Protection Guarantee, please email [email protected].

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