What to Do When Gear Arrives Wrong, Damaged, or Not at All

Most ToneTrade orders arrive as described. When they do not — wrong model, undisclosed damage, missing parts, or no delivery — escrow exists so you are not arguing over cash already sent to a stranger.

Step 1: Document immediately

Photograph the outer packaging, shipping label, and the item from multiple angles before you discard boxes. Video helps for functional faults (amps that do not power on, noisy pots). Keep packaging until the issue is resolved.

Step 2: Contact the seller

Message the seller from your ToneTrade order with clear evidence and what you expected from the listing. Many issues are packing accidents or misunderstandings that sellers want to fix quickly.

Step 3: Escalate through TradeSafe in time

If you cannot resolve it, follow TradeSafe’s dispute instructions from their email or SMS while funds are still in escrow. TradeSafe can lock the money until the case is decided. You typically have an inspection window of up to about seven days after delivery — act before it closes, or funds may auto-release to the seller.

What escrow does not fix

Change of mind after you have accepted, deals completed off-platform, or damage you caused after delivery are generally outside buyer protection. Honest wear shown in live photos is not grounds for a refund.

Full process: Refunds & Disputes · Buyer Protection & Escrow.