The overall wellness and safety of our community is our top priority. We are committed to being responsive to the needs of everyone who loves and contributes to Mercari — from users to employees — as the situation evolves.
As the COVID-19 virus has continued to spread, many parts of the world have been impacted. Our doctors and nurses, in particular, are in a time of need. Right now, masks and other personal protective equipment (PPE) are the most critically-needed items. Hospitals are actively seeking donations. If you are able, we urge you to donate any surplus PPE you or your family do not need to your local hospital. While you can no longer list masks, hand sanitizer, and sanitary wipes on Mercari, we want to help direct much needed resources to places in need. Please note that Mercari is not accepting donations. More info and donation resources here.
We continue to have customer support available, though some of our centers will be limited for an undetermined amount of time due to the virus. Unfortunately, we will not be able to support chat during this time. We also will not be able to support phone calls that don’t regard issues relating to unauthorized debit/credit card or PayPal transactions.
We are still here for you. Please use the information available in the Help Center before contacting us. If you are unable to resolve your issue, you can contact us through the Help Center anytime. Note that wait times may be increased, but rest assured we will answer inquiries in the order in which they are received.
We may adjust some of our policies as the situation shifts. Here are the policies we have updated so far:
- COVID-19 Policy Update
- We are working on removing all listings making claims that over-promise an item’s effectiveness or that have been priced well above retail prices.
- Prohibited Items
- Effective immediately, we are blocking all listings for respirator masks, hand sanitizers and sanitizing wipes.
- Please note that you can still list homemade masks.
- Unfortunately, Chat availability has been reduced due to global quarantines. We will work to keep you updated on other ways to contact us. Phone support is only available related to unauthorized debit/credit card or PayPal transactions.
- Shipping and Receiving
We continue to work daily to better serve you. We’re all in this together. Let's be understanding and patient with one another during this time. Feel free to check out our blog for more information.