We're here to help.

Email support

The fastest way to reach us. Include your account email and a short description of what you need help with — we typically reply within one business day.

Common topics

• Account & sign-in. Trouble signing in, password resets, or updating your profile. Try password reset first; email support if that doesn't resolve it.
• Pickup requests & offers. Questions about a specific request, offer, or order — include the order or request ID if you have one.
• Cancellations & refunds. See the cancellations & refunds policy below.
• Retailer applications. Licensed retailer? Apply through retailer sign-up. If your application is in review, see your pending status page.
• Delete your account. Sign in and visit Account → Delete account. Account deletion is permanent.
• Compliance & alcohol law. See our Alcohol Compliance page. Final pickup always requires valid 21+ government ID at the licensed retailer.
• Report a listing or user. Email support@htfmarket.com with the listing or username and a brief description of the issue.

Cancellations & refunds

HTF Market does not sell alcohol and collects no payment for any bottle. The only charges HTF Market collects are its own fixed software/access fees — Claim Pass fees and Claim Pass bundles. Refunds therefore fall into two separate buckets: HTF Market's access fees and the in-store bottle purchase handled by the licensed retailer. For the full terms, see our Refund Policy, Terms of Service, and Alcohol Compliance pages.

Claim Pass & access fees

A Claim Pass fee is HTF Market's own software/access service fee — never a bottle payment and never applied to the bottle price. It is refundable when a match can't be honored for reasons outside your control, such as the retailer cancelling, the retailer no longer being able to fulfill the bottle, the store being unavailable during the pickup window, or a pass/QR error that prevents pickup. It is not refundable for a no-show, a change of mind, arriving after the pickup window, or failing the required 21+ government-ID check. See the Refund Policy for the complete terms, then email support with your Claim Pass reference.

Included Claim Passes from a membership are access credits with no cash value and are not refundable for cash.

The bottle (purchased in-store)

The bottle is purchased in person, directly from the licensed retailer, who is the seller of record. Any refund, exchange, or return of a bottle is handled by that retailer under its own store policy and applicable state and local alcohol law. HTF Market never collects, holds, or refunds bottle payment. If something is wrong with a bottle, contact the retailer directly; you can email HTF Market support and we'll help you get in touch.

Availability of any bottle is never guaranteed and varies by retailer. Final pickup always requires valid 21+ government ID at the licensed retailer; without it, the licensed retailer cannot complete the sale.

Important reminders

• HTF Market does not sell alcohol. Licensed retailers are the seller of record.
• All orders are pickup-only — no delivery, no shipping.
• You must be 21+ to participate; valid government ID is required at pickup.
• Availability of any bottle is never guaranteed and varies by retailer.
• Retailers must be approved before they can list or accept orders.
• All sales must comply with applicable state and local alcohol law.