Help & support
Something wrong? Start here.
If you’ve received something that isn’t what was listed, the most important thing to know is that you don’t have to argue anyone into refunding you. Open a case and the money stops where it is.
It arrived and it’s wrong
Wrong item, damage nobody mentioned, a serial number that doesn’t match, or it never showed up. Go to your account, find the item, and press Report a problem next to it. Do that within 48 hours and the seller doesn’t get paid while we look into it. Take photos before you repack anything.
Report a problemA listing looks wrong
Stolen gear, a catalog photo passed off as the real thing, a price that only makes sense as bait. Report it from the listing page itself, so it reaches us with the listing already attached.
Find the listingYou need a person
Anything this page doesn’t answer. Include your order number if you have one. It’s the eight characters on your order page and on the shipping label.
support@filmgearhub.comBuying
When is my card charged?
As soon as you buy. But we hold onto the money. The seller can see it’s there, which is what gets them to ship, and they can’t touch it until you’re happy. How Held Payment works.
When does the seller get paid?
When you accept the gear, or 48 hours after it’s delivered if you say nothing at all. If you open a case, that clock stops.
I've changed my mind before it shipped.
Message the seller. If they haven’t shipped it yet they can cancel and you get everything back. Once it’s with the carrier it becomes a return instead, and returns come down to whether the item matched the listing, not to changing your mind.
Do I have to inspect it straight away?
You have 48 hours from delivery, and we’ll remind you before time runs out. Film yourself opening the box if it’s expensive. Not because we doubt you, but because a photo of the box as it arrived settles most arguments on the spot.
Why can't I pay by card on this order?
For anything $6,000 and up, we don’t accept a card — you pay by bank transfer (ACH) or a pay-over-time option instead. Everything else about the sale is the same: your payment is held until you accept, or 48 hours after delivery. What that changes.
I made an offer and heard nothing.
Offers run out after 48 hours if the seller doesn’t answer, and you’re welcome to make another. Having an offer open never stops you buying You can pay the full price at any point, and your offer clears itself when you do.
I started checkout and got distracted.
Nothing was charged and nothing is lost. We only take an item off the market once you actually start paying, and we hold it for 10 minutes. Miss that and it goes back on sale for everyone else — buy it again and you pick up where you left off.
Selling
Why do I have to verify my ID?
Because the whole promise to buyers is that the seller has a name. It happens once, before your first listing, and it’s the same check your bank runs. Get verified.
What does it cost?
Nothing to list. Our commission and the card fee come out of the sale once it goes through, and you see both as dollar amounts, on a real example, before you list anything. What it costs.
Where's my shipping label?
On the order page, as soon as the buyer has paid and we know where you’re shipping from. If it hasn’t shown up, that address is nearly always why. Set your ship-from address.
How should I pack it?
To the insurer’s standard, or a claim can be refused: a rigid, plain box; at least two inches of foam or air pillows on every side (not paper or clothing); each piece wrapped on its own; plastic tape in an H across every seam; the battery left in the camera. Your order page lists every step, and FedEx and UPS counters will pack it for you. Insured Shipping.
The buyer opened a case. What now?
We’ll ask for your side of it, and for the photos you took before you shipped. What settles it is your listing: the serial number if you gave one, the grade you picked, every photo you put up. That’s why it pays to do that part properly. How claims are decided.
When does the money reach my bank?
We send it the moment the order completes. Your bank then takes its usual day or two. Your payout account.
I sell as a business, not as myself.
Tell us when you start selling and we’ll take your business details instead. We don’t ask at sign-up, because it’s only a question if you’re selling. Start selling.
Talking to a person
The best way to reach us. If it’s about an order, paste the order number from your order page and we can pull it up while we read.
No phone menu. You get one of us. We’re a small team, so if it isn’t urgent you’ll usually hear back faster by email.
Problem with an order
Report it from your account rather than emailing us: press Report a problem next to the item. That stops the seller being paid right away. An email doesn’t, and your 48 hours to report a problem keeps counting down while it sits in our inbox.
Privacy requests, legal notices and copyright complaints go to the same email address. What we do with them is in the privacy policy and the terms.