How can we help?

How do I place a bid on an auction listing?

Open the listing and use the bid panel. Your bid must meet the minimum increment above the current price. You can also set a max bid so Menagerie can bid automatically up to your limit.

What order support is available?

Menagerie keeps on-platform order records and provides support paths for eligible orders, but policies vary by listing and seller. Review seller terms, shipping limits, and documentation requirements before purchasing.

How do I contact a seller before buying?

Use the Message Seller button on the listing page. You need an account to send messages, and most active sellers respond within a few hours.

Can I cancel an order after placing it?

You can cancel within 30 minutes if shipment has not been confirmed. After that, wait for delivery and open a claim or refund request if there is a problem.

What are my legal responsibilities as a buyer?

Before checkout, offers, or auction payment, buyers must verify that the animal, plant, coral, or invertebrate can be legally purchased, possessed, imported, and received in their location.

How do I list an animal for sale?

Go to Dashboard -> Listings -> New listing. Add clear photos, species details, pricing, delivery rules, care notes, and compliance certifications. Strong listings help buyers understand exactly what they are considering.

How do I get verified as a seller?

After creating a seller account, go to Dashboard -> Settings -> Verification. You may be asked for identity information, address confirmation, and species-specific permits where required.

What are Menagerie's seller fees?

Creating listings is free. Menagerie charges a transaction fee on completed sales, and the fee is shown before payout. There are no monthly marketplace subscription fees.

When do I get paid after a sale?

Payout timing depends on the order status and your connected Stripe account. Sellers can review payout details from the dashboard once delivery is confirmed or the order review window closes.

What are my legal responsibilities as a seller?

Sellers are responsible for lawful possession, sale, permits, shipping, carrier compliance, and destination restrictions. Menagerie is a marketplace platform and does not determine listing legality.

How do live-arrival policies work?

Live orders should be packed for the species, weather, and route. Seller live-arrival policies may vary, so review the listing terms and delivery requirements before purchasing.

Which carriers can be used for live animals?

Live animals should ship through appropriate overnight services and only when weather and destination rules allow. Sellers are responsible for choosing a compliant carrier for the species.

What packaging is required for live animals?

Live animals should be shipped in insulated containers with species-appropriate bags, cups, deli containers, heat or cold packs, labels, and cushioning. Aquatic shipments require sealed bags with enough oxygen and water volume.

Can I ship internationally?

International shipment may require export, import, CITES, customs, and destination paperwork. Sellers must confirm requirements before listing or accepting an international order.

What payment methods are accepted?

Menagerie supports major cards and eligible wallet payments through Stripe. Keep payment on-platform so the order remains protected.

How do I request a refund?

Go to Dashboard -> Orders, choose the order, and request help. For live-arrival claims, include clear photos or video within 24 hours of delivery.

What is the fee structure?

Buyer checkout costs are shown before payment. Seller fees are deducted before payout and displayed in seller order details.

How do I reset my password?

Use Forgot password on the login page and enter your email address. If the email does not arrive, check spam and confirm you used the address on your account.

How do I change my username?

Go to Dashboard -> Settings -> Profile. Your public handle should be clear, professional, and easy for buyers or sellers to recognize.

How do I delete my account?

Contact support with the email on your account. Open orders, active listings, claims, and payouts must be resolved before deletion can be completed.

How do I spot a scam?

Be careful with requests to pay off-platform, pressure to move quickly, prices that seem impossible, or sellers who avoid documentation. Menagerie cannot protect payments made outside the platform.

What animals are prohibited on Menagerie?

Menagerie blocks or restricts birds at launch, mammals, venomous or medically significant animals, native wildlife, wild-caught animals, invasive species, regulated aquatic plants, agricultural pest insects, and listings that require manual review.

How is seller identity verified?

Verification means a seller has completed Menagerie identity checks. It improves accountability, but buyers should still review photos, policies, ratings, and listing details.

Why are some species restricted?

State, federal, tribal, foreign, carrier, invasive species, wildlife, and agricultural pest rules can vary by species and destination. Menagerie launch restrictions reduce risk but do not replace buyer or seller legal review.

Is Help Center content legal advice?

No. This content is for general platform guidance only and is not legal advice. Buyers and sellers should verify applicable requirements with authoritative sources or qualified professionals.

How does the auction system work?

Auctions run for a set duration. The highest eligible bidder wins when the auction closes, unless a reserve price applies and has not been met.

What is a max bid?

A max bid is the most you are willing to pay. Menagerie can bid automatically in increments up to that limit, and your max bid is not shown to other bidders.

What is anti-sniping?

If a bid is placed near the end of an auction, the closing time may extend so active bidders have a fair chance to respond.

How do I report a listing?

Use the report link on a listing and include the reason, context, and any evidence. Reports help Menagerie review prohibited items, misleading content, welfare issues, and other policy concerns.

How do I report a user?

Use the report action on a seller profile or message thread. Include specific details so the moderation team can review quickly.

How long does dispute resolution take?

Straightforward refund requests are usually resolved quickly. More complex disputes can take longer when both buyer and seller evidence must be reviewed.