Frequently Asked Questions
Q: Why do you need these serial numbers, and why are they valuable?
A: Brands frequently encounter issues with counterfeits, mispriced items, gray market inventory, and unauthorized sellers. We help brands gather information so they can ensure only the verified vendors are selling their products and that their customers are receiving authentic items. The serial numbers we collect help track an item as it moves through a supply chain so that the brands we work with are able to locate and resolve issues.
Q: Why does claiming orders cause other orders to not be able to be claimed even though they show on the dashboard? Refreshing removes everything except the one claimed.
A: Once a claimed order is submitted you will be able to claim another order.
Q: I can’t find the serial number -- where should I look?
A: You can find the serial number printed on the item box or applied as a sticker to the item packaging and will be labeled S/N or ESN. Occasionally resellers will put extra stickers on the packaging covering up the serial number location/original sticker which need to first be removed. If the external number is damaged you can also find the serial number within the packaging and printed on some items.
Q: How long will it take to receive my bounty after I’ve submitted the serial number?
A: Once you submit your serial number we’ll have to manually confirm it before we can issue the bounty -- expect this to take 1 - 2 business days. You can cash out your confirmed bounties at any time by clicking the “Initiate Payout” button in your profile. (https://app.foxhound.network/profile) You also have the option to automated payouts on a daily or twice a month (1st, and 15th) schedule.
Q: The item I received looks like it’s been opened and returned before, is this normal / something I should be concerned about?
A: Some third-party sellers mislabel their goods, but it’s nothing to be concerned about. As long as you capture the serial number (usually denoted by S/N) and take a photo of the number that is all we need! During your return process you can also select the option “inaccurate website description” if an open box item was advertised as new.
Q: Do you cover the purchase cost of the item?
A: We do not, however, you are able to return the items after submitting the serial number for a refund from the retailer.
Q: Can I invite my friends?
A: Absolutely! If you share the referral link from your foxhound profile page with a friend (https://app.foxhound.network/profile, located at the bottom), you’ll receive an additional $50 bonus once they complete five orders with the account they create.
Q: How should I submit a valid reimbursement request?
A: When submitting a reimbursement request for a restocking fee or return shipping cost, please follow these steps:
1.) Navigate to the specific task.
2.) Click the blue “Request Additional Reimbursement” button at the bottom of the page.
3.) Select the applicable reason: Restocking Fee or Return Shipping.
4.) Enter any applicable notes or explanation.
5.) Upload a photo of proof for the reimbursement.
Important note: When taking a photo or screenshot for proof, please make sure that the proof shows the breakdown of the charges (eg, hover/click on “Refund Total” to display the restocking fee) because we need to be able to prove the exact reason why a reimbursement is necessary.
Without proper proof, we’re unable to approve a reimbursement and this may cause the reimbursement to take longer (or, be denied.)
Q: My question isn’t covered here -- where do I get answers?
A: If you have any other bugs/quality of life improvements please reach out to [email protected]. Thanks!
Disclaimers
Items over 35lb will have a return fee that we cover. For all items under 35lb, you MUST select "item did not arrive in time" or "inaccurate website description" for free return. If any other return reason is selected there will be a return fee that we will not cover.
Amazon accounts have been known to be closed* due to an excessive return ratio. If you are placing FoxHound orders on an account and you are also placing your own personal orders, we have not seen any issues. We do not recommend FoxHound on an account that does not have a regular flow of non-FoxHound orders.
*If an account does get closed, there is a process to get it unlocked as long as you have proof of ID and can show ownership of the account. FoxHound is not liable for costs associated with Amazon account closures.