FAQ
Buyer FAQs
Why should I shop here?
Vitae Apparel, Pre-Loved is the dedicated site for buying and selling our products secondhand. We’ve created this space for you to have the best shopping experience for finding and purchasing our secondhand items.
All posts are reviewed prior to going live and your purchases are backed by Treet Protection so you’re guaranteed to receive the product that was promised.
How long will it take for my order to arrive?
After completing your order, an email is sent to the Seller with a prepaid shipping label and they’re encouraged to ship immediately. It usually takes around 3 days for Sellers to get items in the mail, but it can take up to 7 business days. Please note that shipping is paid for by the Buyer.
What happens if my item doesn’t ship after 7 business days?
On the rare occasion where your order doesn’t ship within the 7-day shipping window, we will automatically cancel the order and refund your purchase.
What payment methods are accepted?
All major credit and debit cards are accepted for payment, including: American Express, Visa, MasterCard, and Discover.
What’s the refund/return policy?
All orders made through Vitae Apparel, Pre-Loved are backed by Treet Protection
In order to receive a refund for your order, you must file a Misrepresentation Claim within 72 hours of receiving your order. Here
If for whatever reason you decide you don’t like your item, this is not covered in Treet Protection, but you still can re-list the product without paying any Seller fees. In this case, you must request to re-list the item within 72 hours of its arrival by contacting support@treet.co.
Seller FAQs
Why should I sell my items here?
Vitae Apparel, Pre-Loved is the official destination for buying and selling our secondhand items. This is where our secondhand community lives, which means you’ll get the best value for your item and be able to sell it fast. Plus, you can easily list items by finding them in your order history with us.
How do I list an item for sale?
Listing your item is easy! Simply click “Sell Your Item” in the upper right-hand corner, create an account (tip: use the same email you’ve used to purchase from Vitae Apparel so you can see your order history), and go through the listing process.
Once you’ve added all of the applicable information, click “Submit” for the post to be reviewed within 24 hours. After it’s reviewed and approved, it will go live. If there are any issues, you’ll receive an email asking to make changes before it can be accepted.
How does the listing review process work?
The Treet Team reviews every item before it goes live. They’re verifying several things about your post:
Your pictures are accurate and high quality
Any quirks are accurately described
The condition you selected accurately reflects your image
The product is an authentic piece
How do I ship my item after someone purchases it?
After someone purchases your item, you’ll receive an email that includes a prepaid shipping label for you to print and use to ship your item within 7 days. The cost of the shipping label is paid for by the Buyer.
What are the fees for selling my items here?
As a Seller on Vitae Apparel, Pre-Loved, you have
two
choices for receiving your funds: cash or credit back to Vitae Apparel.If you choose store credit, there is
no fee
! In fact, Vitae Apparel will give you a bonus 10% in store credit. (i.e. Selling an item for CA$100.00 gives you CA$110.00 credit back toVitae Apparel
.)If you choose cash, the fee is
20%
. (i.e. Selling an item for CA$100.00 gives you CA$80.00 cash.) This fee is paid directly to Treet.How and when do I get paid?
Once your item is delivered and verified (manually by the buyer or auto-verified after 72 hours — whichever is first), you’ll receive an email asking how you’d like to redeem your funds: cash or credit. You can make your preferred selection by logging into your account and going to ‘Your Listings’.
To redeem your funds as credit, you’ll receive an email immediately upon verification with your discount code for use on Vitae Apparel
To redeem your funds as cash, you’ll be prompted to enter your bank account details and a direct deposit will be sent within 7 business days via our payment partner, Stripe
**Stripe has a PCI Service Provider Level 1 Certification - the highest level in the payments industry.
How does the store credit work?
We issue store credit as discount codes to be redeemed at Vitae Apparel Vitae Apparel
If you’ve earned multiple discount codes and would like them combined, feel free to contact us at support@treet.co
What happens if someone submits a Misrepresentation Claim?
If your Buyer submits a Claim, we will notify you immediately and will review it in accordance with our Treet Protection Policy. Your funds will be on hold until a decision has been reached. If the Claim is accepted, we provide the Buyer with a prepaid shipping label to print and ship within 72 hours. If the Claim is rejected, we will automatically disburse your funds.
Am I protected if my item gets lost or stolen?
As long as the item is initially scanned in by the post office, you’ll be paid in full if it were to get lost or stolen anywhere on its journey.
Misc. FAQs
What is Treet?
Treet is the platform we use to power this site. They handle all of the shipping logistics, disbursements, refunds/returns, and product authentications to make this site a safe environment for buying and selling.
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