Pin marketplace FAQ: authentication, shipping, seller payouts, buyer delivery, fees, returns, and counterfeit protection on PinXchange.
PinXchange authenticates eligible pins before they reach buyers. Browse common buyer and seller questions below, or contact support for help with a specific order.
What is PinXchange?
PinXchange is a trusted marketplace for pin collectors where every eligible pin is authenticated before reaching the buyer.
How does PinXchange work?
Sellers list their pins, buyers make purchases, sellers ship to PinXchange for authentication, and once verified, the pin is shipped to the buyer and the seller is paid.
Why should I use PinXchange instead of eBay or Facebook?
PinXchange protects both buyers and sellers through authentication, secure payments, and a trusted marketplace designed specifically for pin collectors.
Is every pin authenticated?
Every eligible transaction is authenticated before it is shipped to the buyer.
Are my personal details shared with buyers or sellers?
No. PinXchange never shares names, usernames, emails, phone numbers, or addresses between buyers and sellers. You will not see who listed a pin, and sellers will not see who bought it. Support will not reveal that information either.
Are counterfeit pins allowed?
No. Counterfeit or replica pins are prohibited and may result in canceled orders or account action.
How do I report a problem with an order?
Contact PinXchange Support through your account or our contact page, and we will work with you to resolve the issue.
How do I contact support?
You can reach our support team through the Help Center or by emailing support@pinxchange.com.
Do I need an account to buy or sell?
Yes. An account is required to purchase, sell, and track orders on PinXchange.
What types of pins can I list?
You may list eligible pins that comply with our marketplace policies and listing guidelines.
How are disputes handled?
If an issue arises with an order, PinXchange will review the transaction, authentication results, and any supporting information to determine a fair resolution.
Is my payment secure?
Yes. All payments and seller payouts are processed securely through Stripe, an industry-leading payment provider.
Must I be 18 to use PinXchange?
Yes. You must be at least 18 years old to create an account and use PinXchange. We do not knowingly allow accounts for minors.
Do I need a monthly subscription to sell?
No. There are no listing fees and no monthly subscription. Sellers pay only when a pin sells: a flat 6% PinXchange commission plus Stripe processing (2.9% + $0.30) passed through on the buyer’s full charge.
Is my payment held until the pin is authenticated?
Yes. Buyer payment is held securely until PinXchange receives the pin, authenticates it, and approves shipment. Sellers are paid only after authentication clears.
How does PinXchange authenticate pins?
Every eligible sale is physically inspected for authenticity, construction, paint, and backstamp details, and checked against the listed condition and our catalog. Authentic pins are forwarded to the buyer. Counterfeit or materially mismatched pins are not shipped to the buyer, and the appropriate refund or return process applies. See our Counterfeit Awareness guide at https://pinxchange.com/guides/counterfeit-awareness for more detail.
Are fantasy pins or scrappers allowed?
No. PinXchange is for authentic Disney-licensed pins only. Counterfeits, replicas, unauthorized reproductions, scrapper pins, and fantasy pins designed to look official are prohibited and may result in a canceled order and account action.
What does LE count mean in pin trading?
In the pin trading world, LE stands for Limited Edition. The LE count is the number of pins produced in that edition. For example, LE 100 means only 100 of that pin were made, LE 500 means 500 were produced, and LE 2,000 means 2,000 were produced. In general, a lower LE count means the pin is rarer, although rarity does not always equal value — character, exclusivity, age, condition, and collector demand also matter.
Common Disney pin trading terms:
• OE (Open Edition): Produced continuously and readily available.
• LE (Limited Edition): Produced in a fixed quantity.
• LR (Limited Release): Released for a limited time, but the exact production quantity is not disclosed.
• AP (Artist Proof): Test pins made during production, usually very scarce.
• PP (Pre-Production/Prototype): Sample pins made before mass production, often highly collectible.
If a listing says something like "LE 300", that specific pin had a production run of 300 pins total.
Can I see who the seller or buyer is?
No. Listings and orders stay anonymous. PinXchange never shows the other person’s name, username, email, or address — on the site, in chat, or through Support. You buy and sell through PinXchange; we handle payment, authentication, and shipping so neither side needs the other’s identity.
Who pays for shipping?
Buyers pay a combined Shipping & Verification fee at checkout — 3% of the item price with a $12.00 minimum per order. That covers authentication and outbound shipping to the buyer. Sellers receive a prepaid inbound shipping label, so there is no upfront shipping cost for sellers.
How do I get my shipping label?
Once your item sells, your prepaid shipping label will be available in your seller dashboard and sent to your email. Simply print it, package your pin securely, and drop it off with the designated carrier.
When do I need to ship my pin?
Please ship your pin within 3 business days of the sale to help ensure a smooth transaction and timely payout.
Can I ship multiple sold pins in one package?
Yes, if you have multiple eligible orders shipping around the same time, you may combine them into one package. If available, your seller dashboard will provide instructions.
When do I get paid?
Your payout is released after your pin has been received by PinXchange, authenticated, and approved for shipment to the buyer. Timing depends on inbound shipping and authentication — it is not the same 7–14 business day window as buyer delivery.
How do I receive my payout?
Payouts are sent directly to your connected bank account through Stripe Connect.
What fees will I pay to sell on PinXchange?
Sellers pay a flat 6% PinXchange commission plus Stripe processing (2.9% + $0.30) passed through on the buyer's full charge (item + shipping & verification + tax). There are no listing fees and no monthly fees — you only pay when your pin sells. Your estimated payout is shown before you list.
What happens if my pin fails authentication?
If your pin is determined to be counterfeit or materially different from its listing, the sale may be canceled and your account may be subject to additional review.
What happens if my pin's condition doesn't match my listing?
If the condition is significantly different than described, PinXchange may cancel the sale or work with the buyer on an appropriate resolution.
Can I cancel a sale after it's been purchased?
No. Sales are final once purchased. Sellers cannot cancel a sale after a buyer has paid. If a serious issue arises, contact PinXchange Support right away — only PinXchange can cancel a sale (for example, failed authentication or a material listing mismatch).
What packaging should I use?
Package your pin securely to prevent damage during shipping. We recommend using a bubble mailer or small box with adequate padding.
What happens if my shipment is lost or damaged?
Please contact PinXchange Support immediately. We'll work with the shipping carrier to investigate and determine the appropriate resolution.
What do Gem and Flawed mean when I list a pin?
PinXchange uses two grades. A Gem pin has no readily visible defects affecting its artwork, display quality, structure, or functionality — it may contain an isolated manufacturing variation no larger than a pinprick or slight color variation that does not change the intended design. Gem does not mean microscopically perfect; it means clean, complete, functional, and free of readily visible defects. A Flawed pin has one or more noticeable cosmetic, manufacturing, or structural imperfections, including defects larger than a pinprick, missing or misplaced features, incorrectly painted sections, visible damage, damaged posts, missing components, or nonfunctional features. Flawed listings require photos and a written description of the flaw. When in doubt, list as Flawed and describe it honestly. Full details are in our Pin Grading Guide at https://pinxchange.com/guides/grading.
How do I list a pin?
To sell, sign in and open Sell at https://pinxchange.com/sell, or go to Dashboard → Sell. Find your pin in the catalog, add photos, choose Gem or Flawed, and set your ask. If the pin is not in the catalog yet, you can submit it from that flow. To save a pin you own or an ISO (want), use Dashboard → Collection instead of listing it.
How do I accept an offer?
If a buyer offered on your live listing, open Dashboard → Offers and choose Accept or Decline. Accepting charges their saved card and starts the sale. Standing catalog offers (no listing yet) do not need a manual accept — list a Gem ask at or below the highest ready offer, or use Sell Now on the pin, and it can match automatically.
When will I receive my pin?
Your seller first ships the pin to PinXchange for authentication. Once verified, we will ship it to you. Most orders arrive within 7–14 business days, depending on shipping times.
Why is my pin shipped to PinXchange first?
Every pin is authenticated and inspected before being forwarded to the buyer. This helps ensure you receive the authentic pin you purchased.
How do I track my order?
Tracking updates are available throughout the process, including shipment to PinXchange, authentication, and final delivery to you.
What happens if my pin isn't authentic?
If a pin fails authentication, it will not be shipped to you and you'll receive a full refund.
What happens if my pin's condition is different than advertised?
If the condition is materially different from the listing, we'll review the item and determine the appropriate resolution, which may include a refund.
What fees does PinXchange charge buyers?
Buyers pay a combined Shipping & Verification fee of 3% of the item price, with a $12.00 minimum per order. This covers authentication and outbound shipping to you. Sales tax may also apply in registered states. The exact amount is always shown at checkout before you complete your purchase.
How is shipping and verification calculated?
Shipping & Verification is the greater of $12.00 or 3% of the item price. For example, a $100 pin is $12.00 (the minimum), and a $500 pin is $15.00 (3% of $500).
Can I cancel my order?
No. Once you place an order or your offer is accepted and charged, the purchase is final. Buyers cannot cancel orders or get a refund for change of mind — even if the seller has not shipped yet. The only refunds are when PinXchange cancels a sale under buyer protections (failed authentication or a material condition mismatch).
Can I return a pin?
No. Because each pin is a unique collectible, buyer returns and change-of-mind refunds are not accepted. If authentication fails or the pin is materially different from the listing, PinXchange handles that under buyer protections and may issue a refund.
What payment methods do you accept?
We accept all major credit and debit cards supported by our payment processor.
What happens if my package is lost or damaged?
Contact PinXchange Support and we'll investigate with the carrier to resolve the issue as quickly as possible.
Do you charge sales tax?
Sales tax is calculated and collected at checkout where required. PinXchange is currently registered to collect sales tax in Florida, California, and Arizona, and will expand as required by law. The applicable rate is based on your shipping address and is shown before you pay.
What if a pin is found to be counterfeit after I receive it?
If a pin purchased on PinXchange is later determined to be counterfeit, contact Support. We will review the case and, under our authentication guarantee, issue a full refund when the claim is confirmed.
Can I get a refund?
Buyer-initiated refunds and cancellations are not available after checkout or after an offer is charged. Refunds are issued only when PinXchange cancels a sale under buyer protections — for example, if a pin fails authentication or is materially different from the listing.
Do you ship to the UK or internationally?
No. PinXchange currently sells and ships only within the United States. We do not ship to the UK, Canada, Europe, Mexico, Australia, or any other country outside the US. Checkout only accepts US shipping addresses, and both buyers and sellers need a US address. International shipping is not available.
How do I place an offer?
Open the pin page and choose Place Offer. You pick an amount (whole dollars) and how long the offer lasts — 1, 7, or 30 days, or forever — and save a card. You are not charged until a seller accepts or a Gem ask matches at or below your offer.
Can I cancel or remove an offer before it is accepted?
Yes. Open Dashboard → Offers and cancel an active offer that has not matched yet. You cannot cancel once the offer is accepted or is currently matching and charging. Charged purchases follow the no-cancel order policy.
When do offers end?
When you place an offer you choose 1 day, 7 days, 30 days, or forever. It stays active until it matches, you cancel it, or that duration ends. Expired offers are not charged. You will get an email if an offer expires unused.
Are there counteroffers?
No. Sellers accept, decline, or list at their own ask. There is no counteroffer back-and-forth. To change your bid, cancel the current offer and place a new one.
Is there a minimum offer amount?
Standing offers on a catalog pin must be at least $1 and whole dollars. Offers on a live listing must be at least 50% of the current ask, and also whole dollars.