Question 1

What is GearFocus?

Accepted Answer

GearFocus is a marketplace built by and for creators. Photographers and filmmakers use GearFocus to buy and sell pre-owned cameras, lenses, lighting, audio gear, and accessories. Every seller is verified, listings use real photos of the actual gear, and our policies are designed to keep both buyers and sellers protected. Think of it as a focused, creator-friendly alternative to general marketplaces — a place where people actually understand the gear they're selling and want it to keep making great work in someone else's hands.

Question 2

Who can use GearFocus?

Accepted Answer

GearFocus is open to creators who are legally allowed to buy and sell online in their region. In most places, that means you must be at least 18 years old and able to enter into a binding agreement. Some features (like selling, payouts, or specific shipping options) may only be available in certain countries because of payment, tax, or shipping rules. If you're not sure whether you can use GearFocus where you live, reach out to our support team and we'll help you check.

Question 3

Where can I read the GearFocus Terms and Conditions?

Accepted Answer

You can read our full Terms and Conditions any time here: GearFocus Terms and Conditions . They explain how buying and selling works, what's allowed on the platform, and the rules that protect both buyers and sellers.

Question 4

How does GearFocus use cookies?

Accepted Answer

We use cookies to keep you signed in, remember your preferences, and understand how people use GearFocus so we can make it better. For full details, you can read our Cookies Policy here: GearFocus Cookies Policy . You can usually control or delete cookies in your browser settings. Just keep in mind that turning off certain cookies may affect how well the site works.

Question 5

Who pays import duties and taxes on international orders?

Accepted Answer

For international shipments (for example, between the United States and Canada), the buyer is usually responsible for any import duties, taxes, and customs fees charged by their country. These costs are separate from the price of the item and shipping. If you're unsure what to expect, check your local customs guidelines before placing an order so there are no surprises when your gear arrives.

Question 6

How do auctions work on GearFocus?

Accepted Answer

Sellers can list items as auctions by setting a starting price, duration, and any other relevant terms. Buyers place bids during the auction window, and when time runs out, the highest bid wins (as long as any reserve price has been met). If you're the winning bidder, your payment method is charged when the auction ends, and the seller ships the item according to our shipping and protection policies.

Question 7

Are there any nonrefundable fees on GearFocus?

Accepted Answer

Yes, some fees are nonrefundable in certain situations. For example, payment processing fees are typically not refunded on seller-initiated change-of-mind returns. Depending on the situation, original shipping costs and any agreed restocking fees may also not be refunded. To avoid unnecessary costs, make sure your listings are accurate, your pricing is clear, and you're confident about accepting offers before you do.

Question 8

Does GearFocus offer warranties on gear?

Accepted Answer

GearFocus itself does not provide a universal extended warranty on all marketplace listings. Many items are sold as pre-owned gear, and their condition and functionality are covered by the listing details and the 48-hour inspection period. In some cases, a piece of gear may still be covered by a manufacturer's warranty or an extended protection plan purchased by a previous owner. If a warranty is included or transferable, the seller should clearly mention it in the listing. For items sold directly by the Refocus Store, any additional warranty or return benefits will be described on the product page.

Question 9

How do I contact GearFocus support?

Accepted Answer

If you ever get stuck, we're here to help. You can contact support by using the help or contact link on the site, or by emailing our support team. Include your account email and any relevant order or listing numbers so we can jump straight into solving the issue. We're creators too, so our goal is always to keep you shooting, not stuck in support tickets.

Question 10

Where can I read the GearFocus Privacy Policy?

Accepted Answer

Our Privacy Policy explains what data we collect, how we use it, and the choices you have. You can read it here: GearFocus Privacy Policy . We use your information to keep your account secure, process transactions, and improve the marketplace experience — never to surprise you.

Question 11

How do I report a suspicious listing, message, or seller?

Accepted Answer

If something doesn't feel right — unrealistic prices, inconsistent photos, requests to pay off-platform, or abusive messages — please let us know. You can report issues through any in-product reporting tools available, or by contacting support with the listing URL, order number, and a short description of what you're seeing. We review reports, may ask for more details, and can remove listings or suspend accounts when necessary to keep the community safe.

Question 12

I forgot or need to reset my password—what do I do?

Accepted Answer

On the login page, click the option to reset or recover your password. Enter the email address associated with your GearFocus account and we'll send you a secure link to create a new password. If you don't see the email after a few minutes, check your spam or junk folder. Still stuck? Contact support and we'll help you get back into your account.

Question 13

Why is my GearFocus account suspended?

Accepted Answer

We may suspend or place an account under review for several reasons, such as repeated cancellations, unshipped orders, policy violations, suspicious activity, or unresolved disputes. If your account is suspended, you'll typically receive an email explaining the situation and any next steps. If you have questions or believe there's been a mistake, reach out to support so we can review your account together.

Question 14

How do I update my email, shipping address, or other account details?

Accepted Answer

You can update most account details from your profile or account settings page after you log in. Edit your email, shipping address, and other contact information there, then save your changes. If you no longer have access to your old email or run into errors updating your information, contact support. For security, we may ask for additional verification before we make changes on your behalf.

Question 15

How do I close or delete my GearFocus account?

Accepted Answer

If you'd like to close your account, please contact our support team and request account deletion. For your protection, we may ask you to confirm a few details before we proceed. In some cases, we may need to retain limited information to comply with legal, tax, or fraud-prevention obligations, but your account will no longer be active or visible on the site.

Question 16

How can I trust the sellers on GearFocus?

Accepted Answer

Trust is core to GearFocus. Every seller goes through a verification process before they can list gear, and we use both automated checks and human review to reduce the risk of bad actors. On top of that, listings use real photos, buyers get a 48-hour inspection period after delivery, and our support team is here to step in if something isn't right. Most sellers are photographers and filmmakers themselves, so they understand how important honest descriptions and working gear are to the community.

Question 17

What payment methods are accepted on GearFocus?

Accepted Answer

At checkout, you can typically pay with major credit or debit cards and at least one trusted online payment provider, depending on your country. You'll see the exact options available for your location on the checkout page. All payments are processed securely through our payment partners, not stored directly by GearFocus.

Question 18

Can I change the shipping address after placing an order?

Accepted Answer

For security reasons, we usually can't change the shipping address after an order has been placed. Our fraud checks rely on the shipping and billing information that was entered at checkout. If you made a mistake, the safest option is to cancel the order (if possible) and place a new one with the correct address. Reach out to support as soon as you notice the issue and we'll help you understand your options.

Question 19

How long will it take to receive my order?

Accepted Answer

Sellers are expected to ship orders within a few business days, and many ship by the next business day. Transit time typically ranges from 2–7 days depending on the carrier, service level, and distance. You can track your order using the tracking number once the seller ships, and you'll see updates as it moves through the carrier's network.

Question 20

What is the 48-hour inspection period?

Accepted Answer

After tracking shows that your gear has been delivered, you have 48 hours to open the package, test the item, and make sure it matches the listing description. If you find that the item is not as described or arrives damaged, contact the seller and our support team within that 48-hour window and share clear photos or video. If we confirm the issue, you can return the item and receive a refund. If you don't report a problem within 48 hours, the order is considered accepted and the seller's payout is released.

Question 21

What if I receive an item that is not as described?

Accepted Answer

Mistakes happen, but you're protected. If the gear you receive doesn't match the listing description — for example, missing accessories, undisclosed damage, or incorrect model — contact the seller and support within the 48-hour inspection period. Share photos or video that clearly show the issue. If we confirm that the item was misrepresented, you'll be able to return it and receive a refund. The seller will be responsible for return shipping and relevant fees.

Question 22

What if an item is damaged during shipping?

Accepted Answer

If your gear arrives damaged, keep all packaging and take clear photos of the box, packing materials, and the damage to the item. Then contact the seller and our support team within the 48-hour inspection period. We'll help coordinate with the carrier and the seller to resolve the issue. If the damage is confirmed, you'll be able to return the item for a refund. When sellers use appropriate shipping protection, the carrier or insurer typically covers the loss; if not, the seller is still responsible for making things right for the buyer.

Question 23

What happens if my package is lost in transit?

Accepted Answer

If tracking shows no movement for an unusual amount of time or never reaches "delivered," contact the seller and support as soon as possible. We'll work with the carrier and the seller to investigate. If the package is confirmed lost, you won't be stuck paying for gear you never received — we'll help arrange a refund or other appropriate resolution.

Question 24

What is the return policy on GearFocus?

Accepted Answer

For marketplace orders, the core protection is the 48-hour inspection period: you have 48 hours after delivery to verify that your gear is as described. If it's misrepresented or damaged in shipping, you can return it for a refund, and the seller is responsible for return shipping and applicable fees. Some items, such as those sold directly by the Refocus Store on GearFocus, may include a longer return window (for example, a 14-day no-questions-asked return). When an extended return is available, it will be clearly displayed on that specific product page. Unless you see a different policy on the listing, assume the standard 48-hour inspection period applies.

Question 25

Can I return an item if I change my mind?

Accepted Answer

Change-of-mind returns are not guaranteed on marketplace listings, but some sellers choose to offer them. When they do, the listing will describe any restocking fee, who pays for return shipping, and whether original shipping and processing fees are refunded. A common pattern is that the buyer covers return shipping, original shipping isn't refunded, payment processing fees may not be refunded, and a small restocking fee may apply. Always review the seller's stated return terms before you buy if you think you might change your mind.

Question 26

Do any items offer a longer return window?

Accepted Answer

Yes. Certain items, such as gear sold directly by the Refocus Store on GearFocus, may include a longer, no-questions-asked return window (for example, 14 days). When that's available, you'll see it clearly marked in the product details. This longer window is specific to those listings and is separate from the standard 48-hour inspection period that applies to most marketplace orders.

Question 27

What happens if the seller never ships my item?

Accepted Answer

Your payment isn't handed over to the seller the moment you check out. If the seller fails to provide valid tracking within a reasonable time frame (for example, around 5 business days), contact support and we'll step in. If the seller doesn't ship or can't provide valid proof of shipment, your order will be canceled and you'll receive a refund. You shouldn't be paying for gear that never leaves the seller.

Question 28

Am I required to complete a purchase if my offer is accepted?

Accepted Answer

Yes. When you make an offer on GearFocus, you're saying you're ready to buy at that price if the seller accepts. Once the seller accepts your offer, your payment method is charged and the order is created under our standard policies. Because offers create a binding commitment when accepted, take a moment to review the listing, photos, and return terms before you send one.

Question 29

Is it safe to pay or message a seller outside GearFocus?

Accepted Answer

No. Taking payments or deals off GearFocus (for example, using a separate app or direct bank transfer) is not safe and is against our Terms and Conditions. When you do that, you lose the protections that come from keeping the transaction on the platform. If a buyer or seller asks you to pay or continue the deal off GearFocus, decline and report it. The safest experience for everyone is to keep communication and payments inside the marketplace.

Question 30

How does GearFocus help me avoid scammers?

Accepted Answer

We combine seller verification, automated fraud checks, and human review to reduce scams before they ever reach you. Payments are handled securely, and sellers don't receive funds until after delivery and the 48-hour inspection period. You can protect yourself further by keeping all communication and payments on GearFocus, watching out for unusually low prices or pressure to act quickly, and reporting anything that feels off. We built this platform so creators can focus on their craft, not on worrying whether a deal is safe.

Question 31

Is it free to create a seller account and list gear on GearFocus?

Accepted Answer

Yes. Creating a seller account and listing your gear on GearFocus is free. There are no listing fees or subscription fees just to put your gear up for sale. A small fee is only charged when your item sells, so you're never paying just to participate in the community.

Question 32

How do I create a seller account on GearFocus?

Accepted Answer

To become a seller, create a GearFocus account and complete the seller setup process. We'll ask for basic details about you and your business, plus the payout information we need to send you funds for completed orders. Once everything is submitted, our team will review your information as part of our seller verification process. When you're approved, you'll be able to list gear and start selling.

Question 33

How does seller verification work?

Accepted Answer

We verify every seller before they can list gear. During verification we confirm identity and account details and run a series of checks designed to reduce fraud and protect the community. Once a seller passes this review, they're approved to sell on GearFocus. If we can't verify the information provided, we may request more documentation or decline the application. These steps help ensure that when you buy on GearFocus, you're dealing with real, trustworthy people.

Question 34

How long does it take to create a listing?

Accepted Answer

Once your seller account is approved, you can have a listing live in just a few minutes. Take a handful of clear photos of your actual item, add details about the condition, accessories, and any quirks, set your price or auction settings, and publish. The more honest detail you give about how the gear has been used and cared for, the faster it tends to sell — creators on GearFocus appreciate transparency.

Question 35

What are the photo requirements for my listings?

Accepted Answer

GearFocus is built on trust, so your photos should show the actual item you are selling, not just a stock image. Use good light, capture multiple angles, and include close-ups of any wear, cosmetic marks, or important details like mounts, screens, or serial numbers. You can add a manufacturer image for context if you like, but buyers should always be able to clearly see the real piece of gear they're considering. That's how we keep the marketplace honest and creator-friendly.

Question 36

What items are not allowed on GearFocus?

Accepted Answer

GearFocus focuses on photography and filmmaking equipment. You may not list items that are illegal, counterfeit, stolen, unsafe, or outside our allowed categories. Listings must accurately describe the item, including whether it's fully functional or for parts only. We reserve the right to remove any listing that violates our Terms and Conditions or creates a safety or trust risk for the community.

Question 37

Can I sell or buy internationally on GearFocus?

Accepted Answer

Right now, transactions on GearFocus are primarily supported within the United States and Canada. That means most orders will ship from one of those countries to the other. If you're interested in an exception or have a special case, feel free to contact support and we'll let you know what's possible based on your location and the type of gear.

Question 38

Can I cancel an order as a seller?

Accepted Answer

Sellers can cancel an order in limited situations, such as when an item is no longer available or there is a serious issue with the listing. However, cancellation should be the exception, not the rule. When you cancel, certain fees — such as payment processing charges — may be nonrefundable. Frequent cancellations can also affect your standing as a seller, because buyers are counting on you to follow through once they commit to a purchase.

Question 39

What selling fees will I pay, and how much profit do I keep?

Accepted Answer

Our fee structure is simple and designed to keep more money in creators' pockets. When your item sells, you'll typically see: a payment processing fee (for example, around 3.5% for credit card processing), and a GearFocus transaction fee (for example, around 5% of the sale price). There are no listing fees, so you only pay when you actually make a sale. Your profit is the sale price minus these fees and any shipping costs. Before confirming a sale or payout, you'll see a breakdown so you know exactly what you're earning.

Question 40

How do I get paid as a seller?

Accepted Answer

GearFocus uses secure payout providers to send funds directly to you. During account setup, you'll connect your bank account or payout method through our payment partner's protected connection. Your full banking details are handled by that provider — we don't see or store them. Once your buyer's 48-hour inspection period ends (or they confirm everything is good), we release the payout to your connected account.

Question 41

How long does it take to get paid once my item sells?

Accepted Answer

After tracking shows the item has been delivered, the buyer has 48 hours to inspect their gear and confirm that it matches the listing. Once that inspection window passes (or the buyer confirms sooner), we release your payout. Most sellers see funds available from our payment partner within a few business days, often around two business days depending on your bank and country. You can then transfer the money from your payout account to your bank.

Question 42

How do I ship my item after it sells?

Accepted Answer

Shipping on GearFocus is designed to be simple and transparent. After your item sells, go to your order in your seller dashboard to see shipping options. From there you can: view discounted shipping rates, choose your preferred carrier and service level, and purchase and print a shipping label directly through the portal. Use the original packaging when possible and add padding so your gear arrives safely. Once it's shipped, upload or confirm the tracking number so your buyer can follow the package and your payout can be released on time.

Question 43

What size should my shop banner be?

Accepted Answer

Your shop banner is the wide image across the top of your GearFocus storefront. It is the first thing a buyer sees, and it is the easiest thing on your shop to get slightly wrong. You will find the upload at Dashboard, Shop Settings, Change Shop Banner . The short answer Desktop banner (required): 1600 x 360 pixels. Mobile banner (optional, strongly recommended): 800 x 400 pixels. Three rules cover almost everything: Keep your logo and any words in the middle. The edges get trimmed. The middle never does. JPG, PNG, or WebP. 8 MB maximum. Keep the bottom edge clear. Your shop details card sits on top of the banner and covers roughly the bottom fifth on desktop and the bottom third on phones. The templates mark this band. If you use our template, turn the guide layer off before you export. Please do read that part below. Free templates: Desktop, 1600 x 360: PNG or SVG Mobile, 800 x 400: PNG or SVG Why banners get cropped Your banner sits inside a fixed box on the page. Your image is centered in that box and scaled up until it completely fills it. Anything that hangs over the sides gets cut off. The important part: your image is never squashed or stretched. It is cut . Nothing distorts, but things near the edges can disappear entirely. That is why "keep it in the middle" is the whole trick. The desktop banner Upload 1600 x 360 pixels. The banner box on your storefront is 1320 pixels wide by 300 tall. We ask for 1600 x 360 so there is a little extra resolution in reserve, because on a high resolution screen an image sized exactly to the box looks soft. Good news, and it removes a common worry. If you use 1600 x 360, your image will never be cut off at the top or the bottom. The full height always survives. Cropping on desktop only ever happens on the left and right sides. One thing does sit on top of your banner: your shop details card. The card with your logo, shop name, and ratings rises up over the banner’s bottom edge and covers roughly the bottom 20 percent on desktop. Nothing is cropped away, but anything in that band is hidden behind the card, so keep words and logos above it. The template marks this band with the label “Covered by your shop details.” How much gets cut off the sides depends on how wide the buyer's browser window is, and you cannot control that. So the practical rule: keep your logo, your shop name, and any text out of the outer edges. Give yourself roughly the middle two thirds and you will be safe on every screen. Background texture, a gradient, or a blurred photo is fine right out to the edge, because nobody notices when a background loses an inch. The mobile banner, and why it is worth five extra minutes A phone screen is narrow. Your wide desktop banner has to be blown up quite a lot to fill it, which means the phone shows only the middle slice of your artwork, roughly the middle 40 percent of it . If your logo is dead center, it survives. If you put your shop name on the left and a tagline on the right, both of them vanish on a phone. And most of the people looking at your shop are on a phone. That is what the second image fixes. Upload a mobile banner and the phone stops using your desktop one. Upload 800 x 400 pixels. We measured the actual phones visiting GearFocus. About 94 percent of phone visits come from screens between 360 and 449 pixels wide, and the single most common width is 402 pixels. At 402 the fit is near perfect. The shop details card covers more on a phone: roughly the bottom 30 percent of the mobile banner. Keep your logo and any text in the upper two thirds. Do not just crop your desktop banner down to 800 x 400. It is a different shape, so a straight crop will chop off whatever was on the sides. Lay it out fresh instead. On mobile, less is more: logo centered, one short line of text at most, a simple background. Then check the phone preview next to the upload before you save. Using the templates PNG is a plain image file that opens in anything. Use it to see where the safe area is, or drop it in as a background layer to line things up. SVG is an editable vector file. Use it in Photoshop, Affinity Photo or Designer, Photopea, Canva, or Illustrator when you want the guides as real layers you can switch on and off. There is no Photoshop PSD version. Before you export: turn the guide layer off This is the one mistake that really hurts, and it is easy to make. The template has a guide layer with instructions printed right on the artwork, including the words "Keep your logo and text inside this box." That layer is there to help you design. It is not meant to end up in your finished banner. If you export with the guide layer still visible, those words get baked permanently into your image, and the instructions end up printed across the top of your public shop for every buyer to read. We did exactly this to ourselves while testing the templates, so we know it is easy to do. Photoshop, Photopea, Affinity: click the eye icon next to the guide layer to hide it, then export. Canva: select the guide elements and delete them before downloading. Illustrator: toggle the guide layer's visibility off in the Layers panel, then export. Any tool: open your exported file at full size and look at it before you upload. That last one catches everything. Take five seconds, open the finished file, and read it. If you can see instructions on it, so can your buyers. File requirements File types accepted: JPG, PNG, or WebP Maximum file size: 8 MB Recommended desktop size: 1600 x 360 pixels Recommended mobile size: 800 x 400 pixels Minimum practical width: 1320 pixels. Anything narrower will still upload, but it will look soft on good screens. A photographic banner saved as a JPG at good quality is usually well under 2 MB. If your file is bumping against 8 MB, you are probably exporting a PNG of a photograph. Save it as a JPG instead and the size will drop dramatically with no visible difference. Troubleshooting My logo is cut off on the left or right. It is too close to the edge. Move it toward the middle and re-upload. My banner looks blurry or soft. The image you uploaded is too small and is being stretched. Re-export at 1600 pixels wide. On my phone I only see the middle of my banner. That is expected without a mobile banner. Upload an 800 x 400 mobile version and the phone will use that instead. There is text across my banner that I did not put there. You exported with the template's guide layer visible. Hide or delete that layer, export again, and re-upload. Your shop is public, so do this now rather than later. Something is covering the bottom of my banner. That is your shop details card, and it is by design: it overlaps the bottom of the banner, about a fifth on desktop and a third on phones. Move anything important higher up. My banner looks zoomed in. You probably uploaded a tall or square image. The banner box is very wide and short, so a tall image gets blown up until it fills the width. Re-export at the recommended shape. It looks fine on my laptop but someone said their text is cut off. Different people have different screen sizes and browser window widths. Move important content toward the center and it will work for everyone. The upload was rejected. The file must be a JPG, PNG, or WebP, and under 8 MB. HEIC files straight off an iPhone will not upload. Export as JPG first. Still stuck? Send us the image and we will tell you what is happening to it.

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