Question 1

Why buy on FanCraft vs bigger sites?

Accepted Answer

Curation and quality. Sellers are vetted, drop-shippers are not allowed, and categories are fandom-specific so you can actually find the niche items and services you want.

Question 2

How do I request a custom commission?

Accepted Answer

Message a seller directly from their storefront to discuss scope and pricing. Our Request for Quote (RFQ) flow is coming soon and will let you post a brief and receive quotes from multiple qualified creators.

Question 3

How does buyer protection work?

Accepted Answer

Most issues are prevented by curation and messaging on-platform. If something goes wrong, open a dispute from your order page. Admin will review messages, photos, progress, and tracking to help resolve fairly.

Question 4

Can I track my order?

Accepted Answer

Yes. Tracking details appear on your order once the vendor ships. For multi-vendor carts, you'll see separate shipments and tracking per vendor.

Question 5

What is your refund policy?

Accepted Answer

Physical goods: 14-day return window; Services: milestone-based; Digital goods: no refunds after download (exceptions for corrupted/wrong files). See Refunds policy for details.

Question 6

What payment methods are supported?

Accepted Answer

Stripe powers payments. Most major cards are supported, with 3D Secure where required.

Question 7

How is sales tax calculated?

Accepted Answer

Tax is calculated in real-time at checkout based on your shipping address using Stripe Tax. You'll see an itemized breakdown once shipping is confirmed.

Question 8

Is shipping taxable?

Accepted Answer

Depending on your jurisdiction, shipping may be taxable. We include shipping in the Stripe Tax calculation when applicable and display the breakdown at checkout.

Question 9

Are service deposits taxed?

Accepted Answer

Deposits for services aren't taxed upfront. Tax is applied to the final payment on the full agreed service amount (plus any shipping if relevant).

Question 10

When is my card charged?

Accepted Answer

For products, when you complete checkout. For services, deposits are charged when you accept an offer; the remaining balance is charged at completion before shipment or delivery.

Question 11

Where can I estimate my earnings vs other platforms?

Accepted Answer

Use our Earnings Calculator for a quick comparison.

Question 12

How are shipping rates determined?

Accepted Answer

Rates are fetched in real time per vendor based on origin, destination, and parcel dimensions/weight. You'll select a method for each vendor in your cart.

Question 13

Do I pay shipping once or per vendor?

Accepted Answer

Per vendor. Multi-vendor carts ship separately from each creator, with separate selectable shipping options and tracking numbers.

Question 14

Do you ship internationally?

Accepted Answer

Many vendors do. Availability, carrier options, and delivery times vary by vendor and destination and are shown at checkout.

Question 15

Where do I find tracking?

Accepted Answer

In your dashboard under Orders. Each shipment shows its carrier, service level, and tracking number once provided by the vendor.

Question 16

What if shipping rates fail to load?

Accepted Answer

If a live rate isn't available, we use a fallback estimated rate so you can complete checkout. Vendors may adjust if the estimate materially differs.

Question 17

Physical products return window

Accepted Answer

14 days from delivery. Eligible reasons include damaged, wrong item, not as described, or buyer's remorse if the vendor allows. Condition rules apply.

Question 18

Services refunds

Accepted Answer

Milestone-based. Before work starts: full refund of deposit. In progress: partial refund based on work completed (with proof). Completed: typically no refund. Open a dispute for admin review if needed.

Question 19

Digital goods (STL files, patterns)

Accepted Answer

No refunds after download due to the nature of digital products. Exceptions: corrupted files, files not matching description, or failed delivery.

Question 20

How do I open a dispute?

Accepted Answer

Go to your order in the dashboard and use Request Refund or Open Dispute. Provide details and photos; the vendor has 48 hours to respond before admin intervenes.

Question 21

Should I file a chargeback?

Accepted Answer

Please contact support or open a dispute first. We resolve faster and protect your account status. We contest fraudulent chargebacks with evidence (tracking, messages, photos).

Question 22

What are the marketplace fees?

Accepted Answer

0% commission until February 15, 2026. After that, Early Bird sellers pay 10% and standard sellers 12%. Standard Stripe processing fees apply and are split 50/50 between seller and platform. No listing fees.

Question 23

How do payouts work?

Accepted Answer

Connect Stripe to receive automatic payouts. After an order is completed (delivered for products; completed for services), your net earnings are paid out per your Stripe Connect payout schedule (typically 2–7 business days).

Question 24

What shows in my Earnings dashboard?

Accepted Answer

Totals, commission paid, available and pending balances, your current commission rate, Stripe connection status, payout schedule, and per-order commission/Stripe fee breakdowns.

Question 25

Who pays Stripe fees?

Accepted Answer

Stripe fees are shared 50/50 between the platform and the vendor. Your earnings view shows your portion and the resulting vendor payout amount.

Question 26

How do I enable payouts?

Accepted Answer

Go to Dashboard → Settings → Payouts & Earnings and complete Stripe Connect onboarding. Payouts only begin after your Stripe account is connected and verified.

Question 27

What can I sell?

Accepted Answer

Artistically enhanced official merchandise (e.g., pro-painted minis), handmade props/cosplay, original designs inspired by genres or aesthetics, and services like painting or prop building.

Question 28

How do categories help with IP safety?

Accepted Answer

We guide listings into either inspired original creations or artistically modified official goods. Proper categorization reduces IP risk and helps buyers understand what they're purchasing.

Question 29

Do you verify sellers?

Accepted Answer

Yes. Founding sellers are reviewed to ensure they are genuine creators with quality work.

Question 30

What if I receive a DMCA notice?

Accepted Answer

We'll notify you with details and how to dispute if appropriate. Do not re-upload the same content while under review. See DMCA policy and dispute guide for steps.

Question 31

What are the rules of the platform?

Accepted Answer

See Acceptable Use for what's not allowed (e.g., counterfeits, hate content). Repeated or severe violations may result in account suspension.

Question 32

How do RFQs work? (Coming Soon)

Accepted Answer

You'll post a brief with budget and timeline. Vendors submit offers. Accept an offer to book with a deposit, which is held until work begins.

Question 33

Are RFQ deposits refundable?

Accepted Answer

Yes. Before work starts, the deposit is fully refundable. Once work is underway, refunds are milestone-based. When you accept an offer, the deposit later credits toward your final payment.

Question 34

What is Featured RFQ?

Accepted Answer

An optional boost (coming soon) that increases visibility to top creators for faster quotes.

Question 35

How are service projects tracked?

Accepted Answer

Communicate in platform messages and share progress photos at agreed milestones. Final payment is collected before item shipment or digital delivery.

Question 36

Can I add shipping to a service?

Accepted Answer

Yes. When the final item ships, shipping can be added and included in the final payment amount. Tax is computed on the full service plus shipping where applicable.

Question 37

What if the vendor becomes unresponsive?

Accepted Answer

Open a dispute from the order. If a buyer doesn't approve delivery within 7 days, funds can auto-release to the vendor. Open a dispute before auto-release if there are issues.

Question 38

How do I become a seller?

Accepted Answer

Apply from the Join page. You can start with a minimal profile and build out your storefront and listings as you're approved.

Question 39

How do I contact support?

Accepted Answer

Use Help → Contact Support to open a ticket with your account context, or email support@fancraftmarket.com.

Question 40

What data do you collect?

Accepted Answer

See our Privacy Policy for what we collect and how it's used. Payments are processed by Stripe; we never store full card details.

Question 41

Can I leave a review?

Accepted Answer

Yes. After your order is completed, you can leave a review from your dashboard. Reviews help quality creators stand out.

Question 42

Refunds & Disputes Policy

Accepted Answer

See our comprehensive policy for physical products, services, digital goods, RFQs, and chargebacks.

Question 43

Earnings Calculator

Accepted Answer

Estimate what you keep on FanCraft vs other platforms.

Question 44

Compare to Etsy

Accepted Answer

Transparent fee comparison and reasons creators switch.

Question 45

Fee Structure

Accepted Answer

Get the details on commissions and payment processing.

Question 46

Acceptable Use

Accepted Answer

Understand what content and items are allowed on the platform.

Question 47

DMCA Policy & Disputes

Accepted Answer

How takedowns work and how to dispute if appropriate.

Question 48

How Escrow Works

Accepted Answer

Learn how deposits and release conditions protect both parties.

Frequently Asked Questions

For Buyers

Checkout, Payments & Tax

Shipping & Delivery

Refunds, Disputes & Chargebacks

For Vendors (Fees, Payouts, Policies)

Listings, IP & Safety

RFQs (Requests for Quote)

Services & Bookings

Account, Privacy & Security

Helpful Links

Ready to Get Started?