Escrow & Refund Policy

Last updated: September 23, 2026

Escrow is the core of Stairway to Gray: you never pay a brand directly, and brands are only paid after your order arrives.

When your money is held

Your payment is held in escrow from the moment it is confirmed (“Funds Held”) until the order is released. While funds are held you can follow every step on your order page: Ordered from Brand → Shipped → Delivered.

When payment is released to the brand

• When you click “I received my order — release payment” on your order page, or
• Automatically 7 days after the order is marked Delivered, if you have not opened a claim.

Opening a claim

If your order has not arrived, arrived damaged, is the wrong item, or is not as described (including a failed independent lab test), open a claim from your order page before releasing payment. The order is paused and your funds stay in escrow while we review. Orders still in transit after 14 days are flagged for review.

Refunds

If your claim is upheld, we refund the escrowed amount to your Escrow Wallet. From there you can spend it on another order or withdraw it to your own crypto wallet. Partial refunds may be offered where part of an order was delivered correctly.

Withdrawals

Withdrawals from your Escrow Wallet require your account password, have a minimum of $20.00 and a network fee of $0.00, and are reviewed manually — usually within 24 hours. You receive an email with the payout transaction hash.

What we cannot refund

• Orders you have already released or that were auto-released without a claim.
• Losses from funds sent to the wrong address or network, or to a withdrawal address you entered incorrectly.
• Delays or seizures caused by customs or carriers after delivery, where the vendor shipped correctly.

The escrow & service fee

The escrow & service fee (8%, minimum $10.00) pays for sourcing, escrow protection and support. It is refunded together with the order when a claim is upheld in full.