Product campaigns: receiving, missing and returning product

Some campaigns involve physical product. The brief tells you which kind:

• Shipped to you — we send it to the address on your profile.
• Bought with a code — you buy it using a code the campaign provides.
• Found in store — you buy it yourself and are reimbursed as part of the payout.

Keep your mailing address current on your profile. Campaigns that ship product only consider creators with a complete address.

You have not received your product

Check the campaign page first — it shows the shipment status and, once dispatched, a Track shipment link to the carrier. That answers most of these faster than we can. See Getting your product, and tracking it.

If tracking has stalled or there is none, email creator.marketing@socialnative.com with your username and the campaign name.

Do this early. If a delivery problem eats into your creation window, we would much rather know while there is still time to extend it.

You received the wrong product

Email creator.marketing@socialnative.com with your username, the campaign name, and a photo of what arrived. Do not shoot the campaign with the wrong item — the content will not match the brief.

You cannot find the product in store

If the campaign asks you to buy in store and it is not stocked near you, say so before the deadline. Email creator.marketing@socialnative.com, and we can either extend your window or release you from the campaign without penalty.

Returning product

If you have been shipped product and cannot complete the campaign, the product needs to come back. Email creator.marketing@socialnative.com with your username, the campaign name, and the product, and we will send return instructions.

Two things to know:

• You cover the cost of return shipping.
• Failing to return product when asked is the most serious thing on the Creator Code of Conduct and results in at minimum a 90-day account suspension.

Gifted product is for making content, not for resale. Listing it on eBay, Poshmark, Vinted, or anywhere else breaks the terms you accepted.