Support

Email support@thelot.biz. A person reads it, and we answer within one business day.

The quick answers

My partner has not posted their parcel

Once one of you drops off, the other has 24 hours, and never less than 48 hours from when the labels were bought. We remind them before it runs out. If the window closes with their parcel unscanned, we close the swap, refund you in full, and it counts as a strike against them. If you added Swap Protection, the Swap Guarantee also makes good on the garment you sent. Nothing is needed from you, it happens on its own.

What is Swap Protection?

An optional $1.50 you can add when you confirm a swap. Without it, a partner who never posts means you get all your money back. With it, you also get paid for the garment you sent and did not get anything back for, up to $40, or up to $25 until you have completed three swaps. It is not insurance and we are not an insurer. The Terms set out exactly when it pays and when it does not.

Where is my package?

Open the swap and the tracking number is on your shipment card. Progress updates come from the carrier, not from anyone tapping a button, so what you see there is what the carrier has scanned.

The item was not as described

You have 72 hours after both parcels are delivered to flag it. Open the swap and use Report. Tell us what differs from the listing and attach a photo; we review it and decide in good faith.

How much is shipping?

Whatever the carrier charges for your actual parcel on your actual route, rounded up to the nearest quarter. We keep nothing on it. Typically $6 to $13 within the United States and more within Canada, where there is no equivalent of the flat-rate tier that makes US postage cheap.

Can I swap between the US and Canada?

Not yet. You can swap anywhere within the United States, or anywhere within Canada. Cross-border is off because of import charges that would land on the person receiving the parcel.

Report someone, or something

Every listing and every profile has a Report option, and you can block anyone from their profile. Urgent safety concerns go to safety@thelot.biz and jump the queue.

Delete my account

Profile, then Settings, then Delete account. You cannot delete while a swap is still running, because somebody is waiting on a parcel. Finish or cancel it first.

Swap+

$9.99 a month, waives the $3 swap fee, cancel any time and access runs to the end of the period you paid for. It is billed by Stripe, not through the App Store, so cancel it in the app under Settings rather than in your Apple subscriptions.

Still stuck

support@thelot.biz for anything at all. safety@thelot.biz for safety and urgent reports. privacy@thelot.biz for your data.

Include your username and, if it is about a swap, the other person's, and we will not have to ask.