FAQs
Check out our Frequently Asked Questions below. If you still need help please contact us.
Store Information
Where are you located?
The Platform is located at 1017 McCann Road, Longview, TX 75601
What are your store hours?
The Platform is open Tuesday through Saturday from 10:00PM-5:00PM.
Holiday Closures
The Platform Longview is closed in observance of: New Year's Day, Independence Day, Thanksgiving Day, Christmas Day
Hours on holidays and holiday weekends may vary. Follow our social media pages for the most up-to-date information.
How can I contact The Platform Longview?
Have a question? Need help with an order? Interested in becoming a vendor? We'd love to hear from you!
Our team is happy to assist with shopping questions, online orders, vendor inquiries, event information, and more.
Phone: (903) 220-8947
Email: hello@platformlongview.com
Thank you for supporting The Platform Longview—home to 20+ local businesses and a one-of-a-kind shopping experience in East Texas.
How do I stay up to date on events and new arrivals?
Be the first to know what's happening at The Platform
Longview by following us on social media and joining our email and text
notification lists.
You'll receive updates on:
• New arrivals from 20+ local businesses
• Special events and pop-up markets
• Vendor spotlights and new product launches
• Exclusive promotions and flash sales
• Holiday shopping events and seasonal collections
• Live sales and behind-the-scenes content
• Giveaways and special announcements
Follow us on:
Facebook
Instagram
TikTok
Join our email list for exclusive updates delivered
directly to your inbox.
Sign up for text notifications to receive timely updates
on sales, events, and exciting news.
Whether you're shopping for yourself, searching for the
perfect gift, or supporting local businesses, you'll always know what's new at
The Platform Longview.
Shop Small. Shop Local. Shop The Platform.
Vendor Opportunities
How do I become a permanent vendor?
Interested in becoming a vendor?
We are currently fully leased and operating from a waitlist for
permanent vendor spaces.
We're always looking for businesses that bring something unique to our
marketplace. Ideal vendors offer quality products, maintain a strong social
media presence, and share our commitment to providing an exceptional shopping
experience.
We value:
- Unique and original products
- Professional presentation and
branding - Active marketing and social media
engagement - A positive, team-oriented
attitude - Excellent customer service
Vendor applications are accepted year-round and reviewed as spaces become
available. Joining the waitlist does not guarantee placement, as we carefully
curate our vendor mix to provide a diverse shopping experience for our
customers.
To be added to the waitlist, please Apply now!
How do I participate in one of your events?
Many of our in-store events feature current Platform Longview vendors; however, from time to time we open opportunities for additional businesses, makers, and community partners to participate.
Open event opportunities are announced on our social media pages and are available through an application process. Participation is not guaranteed, as space is often limited and selections are made based on event needs, product mix, and overall event goals.
We encourage interested businesses to follow our Facebook, Instagram, and TikTok pages to stay informed about upcoming opportunities.
Food vendors, bakeries, cottage food businesses, specialty food makers, and food trucks should apply through our Rotating Kitchen program. Rotating Kitchen opportunities are announced throughout the year on our social media channels and provide a dedicated opportunity for food-related businesses to showcase their products at The Platform Longview.
What is the Rotating Kitchen?
What is the Rotating Kitchen?
The Platform Longview's Rotating Kitchen features a different local food business, bakery, specialty food vendor, or food truck on select Saturdays throughout the year.
This program gives customers an opportunity to discover new local favorites while supporting small businesses across East Texas.
How can I participate in the Rotating Kitchen?
Rotating Kitchen opportunities are available through an application process and are subject to approval based on product mix, availability, and event needs.
The participation fee is:
- $50 for regular Saturdays
- $75 for special events and holiday events
Accepted vendors are responsible for providing their own setup, including tables, chairs, displays, and any equipment needed for operation unless otherwise specified.
All Rotating Kitchen participants are solely responsible for complying with all applicable federal, state, county, and local laws, regulations, permits, licenses, inspections, and food safety requirements. Vendors must obtain and maintain any permits or certifications required for the preparation, handling, sampling, sale, or distribution of food products. The Platform Longview assumes no responsibility for a vendor's compliance with applicable food service regulations.
Food trucks and vendors selling prepared food products are required to maintain current General Liability Insurance and must provide proof of coverage prior to participation. Failure to provide proof of insurance or maintain required coverage may result in denial of participation or immediate removal from the event without refund.
Opportunities are announced on our social media channels and are available through an application process. We encourage interested businesses to follow our Facebook, Instagram, and TikTok pages for upcoming opportunities and application information.
Payment & Checkout
What payment methods to you accepted store?
We make shopping easy! The Platform Longview accepts:
- Cash
- Credit Cards
- Debit Cards
- Apple Pay
Please note that a 3.6% processing fee applies to all credit card purchases.
If you have questions about payment options, our team is happy to help!
Can I use my gift card and/or store credit in store and online?
The Platform Longview gift cards may be used toward eligible purchases both in-store and online.
Gift cards and store credit are non-refundable and may not be redeemed for cash, except where required by law. Gift cards and store credit may not be used to purchase additional gift cards.
Store credit issued as the result of a return may be used toward future eligible purchases at The Platform Longview and is subject to the terms of our Return Policy.
Please treat gift cards like cash. The Platform Longview is not responsible for lost, stolen, or unauthorized use of gift cards, except where required by law. If a gift card can be verified through our system, please contact us and we will determine whether the remaining balance can be recovered or transferred.
The Platform Longview reserves the right to refuse, cancel, or review gift card transactions that appear fraudulent, unauthorized, or in violation of our policies.
Holds & Item Availability
Can you hold an item for me?
Yes! The Platform Longview may hold eligible merchandise for up to 24 hours.
Items placed on hold must be purchased or picked up within the hold period. After 24 hours, unpaid merchandise will be returned to the sales floor and made available for purchase.
Some merchandise, high-demand items, sale items, special events, or promotional periods may not be eligible for holds.
Placing an item on hold does not constitute a purchase and does not guarantee availability beyond the stated hold period.
Is an item guaranteed to be available if I see it online or on social media?
No. Merchandise at The Platform Longview can sell quickly, and availability may change throughout the day.
An item shown on our website, social media, or other marketing is not guaranteed to still be available in-store unless the purchase has been successfully completed.
If you're making a special trip for a particular item, please contact us before visiting and we'll be happy to check current availability.
Can I purchase something I see on social media?
Absolutely! If you see an item featured on The Platform Longview's social media that you'd like to purchase, contact us and we'll be happy to help locate the item.
If the item is available online, we may send you a direct link so you can complete your purchase securely through The Platform Longview website.
For security and inventory accuracy, payment information cannot be accepted through social media messages, text messages, or email. Merchandise is not considered purchased until checkout and payment have been successfully completed.
Online Orders
What payment methods are accepted online?
The Platform Longview accepts major credit and debit cards, Shop Pay, and Apple Pay, along with other secure payment options that may be available at checkout.
Available payment methods will be displayed at checkout. Payment must be successfully authorized before an order can be processed.
For your security, The Platform Longview does not store or have access to your full payment card information.
How quickly will my order ship?
We work hard to get your order to you quickly! Orders are typically processed and shipped within 1–2 business days. Processing time does not include weekends, holidays, or carrier transit time.
During holidays, major sales, special events, severe weather, or other high-volume periods, processing times may be longer. When possible, significant known processing delays will be communicated through our website.
Once your order ships, you will receive tracking information by email.
Delivery dates provided by the shipping carrier are estimates and are not guaranteed. The Platform Longview is not responsible for carrier delays outside of our control.
Are all items available for shipping?
Not all merchandise sold by The Platform Longview is eligible for shipping. Certain oversized, heavy, fragile, temperature-sensitive, liquid, or otherwise difficult-to-ship items may be designated as In-Store Pickup Only.
We reserve the right to restrict shipping on any item that we determine cannot be safely or reasonably shipped.
In the rare event that an item is purchased for shipping and we determine that it cannot be safely fulfilled, we will contact the customer. The affected item will be canceled and refunded to the original form of payment. If other shippable items are included in the order, those items may still be fulfilled.
Shipping availability may vary by product.
What if my order contains items from multiple vendors?
The Platform Longview is a multi-vendor marketplace featuring products from independent small businesses. Your order may contain merchandise from more than one vendor; however, all online orders, payments, fulfillment, shipping, returns, and customer service are handled through The Platform Longview.
Please contact The Platform Longview directly with any questions or concerns regarding your order. Individual vendors are not authorized to approve returns, refunds, credits, cancellations, or exceptions to The Platform's policies.
Are online and in-store prices the same?
Yes. Merchandise offered through The Platform Longview should be priced consistently in-store and online.
If a pricing discrepancy occurs, please contact The Platform Longview so we can review the item and correct the discrepancy.
Promotional discounts, special events, or limited-time offers may be subject to their own terms and eligibility requirements. Price adjustments will not be made on previous purchases when an item is later discounted or included in a promotion.
How do I know what size to order?
Sizing and fit may vary by brand, vendor, and style. Any size charts, measurements, or fit information provided on a product listing are intended as a guide and do not guarantee fit. Please review the product information carefully before ordering.
Sizing or fit differences are not considered product defects. Eligible clothing that does not fit may be returned according to our regular 7-day online return policy for store credit, provided it meets all return requirements and is not a Final Sale item.
Will the product look exactly like the photos online?
We do our best to accurately represent the colors, details, and appearance of every product. However, colors may vary slightly due to photography, lighting, and individual screen or device settings. Handmade, natural, vintage, or individually produced items may also have slight variations. These differences are not considered defects.
What happens if an item I ordered is no longer available?
Because our merchandise is available for purchase both in-store and online, there may be rare occasions when an item sells in-store before our online inventory updates. If an item in your order is no longer available, you will be refunded for that item to your original form of payment, and the remainder of your order will be fulfilled as usual. If the unavailable item was the only item in your order, your order will be canceled and refunded.
How do preorders and special-order items work?
From time to time, The Platform Longview may offer merchandise for preorder or special order. These items are not currently available for immediate shipment and will have different processing and fulfillment timelines than in-stock merchandise.
Estimated arrival, processing, and shipping dates provided for preorder or special-order merchandise are estimates and are not guaranteed. Delays may occur due to manufacturers, vendors, shipping carriers, or other circumstances outside The Platform Longview's control.
Preorder items should be purchased in a separate transaction from in-stock merchandise if you would like your in-stock items shipped immediately.
Shipping charges are calculated based on the total order at checkout. If in-stock merchandise and preorder merchandise are purchased together in the same transaction, the entire order will be held and shipped together once all items are available.
The Platform Longview will not split a combined order into multiple shipments at our expense. If you would like available merchandise shipped before your preorder item arrives, additional shipping charges may apply.
Any special cancellation, return, or Final Sale terms applicable to a preorder or special-order item will be clearly stated on the product listing. By purchasing the item, the customer agrees to those terms.
If The Platform Longview or the participating vendor is ultimately unable to fulfill a prepaid preorder or special-order item, the customer will receive a refund for the unfulfilled item to the original form of payment.
Is everything online also available in-store?
Most merchandise available on our website is also available to shop at The Platform Longview, but selection may vary.
Because inventory can sell quickly, an item shown online is not guaranteed to still be available in-store when you arrive. Likewise, some merchandise available in-store may not be listed online.
From time to time, The Platform may also offer online-exclusive merchandise that is available for purchase through our website only.
If you're making a special trip for a specific item, please contact us before visiting and we'll be happy to confirm availability.
Can I place an order by phone, text, email, or social media?
For the security of our customers and to ensure accurate payment, inventory, and shipping information, online purchases must be completed through The Platform Longview website.
We do not accept payment information through email, text message, or social media direct messages.
See something you love in one of our photos or social media posts? Just ask! Our team will be happy to send you a direct link to the item or items featured so you can easily shop and complete your purchase through our secure online checkout.
We're also happy to help answer product questions or assist you in locating an item online.
Can I add an item to my order after it has been placed?
No. Once an order has been placed, additional items cannot be added to the order.
If you would like to purchase additional merchandise, please place a new order through our website. Each order is processed as a separate transaction and applicable shipping charges will be calculated at checkout based on the items in that order.
Separate orders cannot be combined for shipping or shipping-charge adjustments after checkout.
What happens if a product is listed with an incorrect price, description, discount, or other website error?
The Platform reserves the right to correct errors and cancel/refund an affected order, even if the order has already been submitted. If it's already shipped, that's obviously a different situation.
Discounts & Promotions
Can I apply a discount or promotion after placing my order?
Discount codes and promotions must be applied at checkout and cannot be applied retroactively.
The Platform Longview does not offer price adjustments on previous purchases if an item is later discounted or included in a promotion. Promotions and discount codes cannot be combined unless specifically stated.
Order Confirmation
How will I receive notifications about my order?
All order-related communications will be sent to the email address provided at checkout. This includes your order confirmation, shipping and tracking updates, pickup notifications, and other important information regarding your purchase.
Please make sure your email address and contact information are entered correctly before completing your order.
The Platform Longview is not responsible for missed notifications resulting from incorrect or incomplete contact information provided at checkout. Failure to receive a notification due to incorrect contact information does not extend or change applicable return, pickup, shipping, or other policy deadlines.
What if I don't receive an order confirmation?
First, check your spam or junk folder. Order confirmations are sent to the email address provided at checkout. If you still cannot locate your confirmation, please contact The Platform Longview so we can verify your order.
Not receiving an order confirmation does not necessarily mean your order was not successfully placed. Please contact us before submitting a duplicate order.
Shipping and Delivery
How quickly will my order ship?
We work hard to get your order to you quickly! Orders are typically processed and shipped within 1–3 business days. Processing time does not include weekends, holidays, or carrier transit time.
During holidays, major sales, special events, severe weather, or other high-volume periods, processing times may be longer. When possible, significant known processing delays will be communicated through our website.
Once your order ships, you will receive tracking information by email.
Delivery dates provided by the shipping carrier are estimates and are not guaranteed. The Platform Longview is not responsible for carrier delays outside of our control.
Where does The Platform ship?
At this time, The Platform Longview ships within the United States only. Orders must be shipped to a valid physical address. We do not ship to P.O. Boxes at this time.
Shipping availability and rates are determined at checkout based on the delivery address, package size, weight, and available carrier services.
The Platform Longview reserves the right to cancel and refund orders that cannot be shipped to the address provided.
Are all items available for shipping?
Not all merchandise sold by The Platform Longview is eligible for shipping. Certain oversized, heavy, fragile, temperature-sensitive, liquid, or otherwise difficult-to-ship items may be designated as In-Store Pickup Only.
We reserve the right to restrict shipping on any item that we determine cannot be safely or reasonably shipped.
In the rare event that an item is purchased for shipping and we determine that it cannot be safely fulfilled, we will contact the customer. The affected item will be canceled and refunded to the original form of payment. If other shippable items are included in the order, those items may still be fulfilled.
Shipping availability may vary by product.
What if my order contains items from multiple vendors?
The Platform Longview is a multi-vendor marketplace featuring products from independent small businesses. Your order may contain merchandise from more than one vendor; however, all online orders, payments, fulfillment, shipping, returns, and customer service are handled through The Platform Longview.
Please contact The Platform Longview directly with any questions or concerns regarding your order. Individual vendors are not authorized to approve returns, refunds, credits, cancellations, or exceptions to The Platform's policies.
Will my entire order always arrive in one package?
Whenever possible, items in an order will be shipped together. However, some orders may be divided into multiple packages due to item size, packaging requirements, product type, or other fulfillment needs.
If your order is shipped in multiple packages, you may receive separate tracking information for each shipment. Receiving only part of your order does not necessarily mean an item is missing.
Can I change my shipping address?
To help protect our customers and prevent fraud, The Platform Longview can only ship orders to the shipping address provided at checkout.
Once an order has been placed, we cannot change, redirect, or substitute the shipping address by phone, email, social media message, or other request.
Customers are responsible for reviewing and confirming that their shipping address is complete and correct before submitting an order.
If an incorrect address is entered at checkout, please contact The Platform Longview as soon as possible. If the order has not yet been processed, the order may need to be canceled and a new order placed using the correct shipping address. We cannot guarantee that an order can be canceled once processing has begun.
The Platform Longview is not responsible for packages that are delayed, lost, or delivered incorrectly due to an inaccurate or incomplete shipping address provided by the customer at checkout.
When is my order considered delivered?
An order is considered delivered when the shipping carrier's tracking information confirms delivery to the shipping address provided at checkout.
Once an order has confirmed delivery, The Platform Longview is not responsible for packages that are subsequently lost, misplaced, or stolen.
If you cannot locate a package showing confirmed delivery, please contact the shipping carrier. If shipping protection was purchased at checkout, you may also be eligible to submit a claim through the applicable shipping protection provider.
Canceling, Changings Orders, & Chargebacks
Can I cancel or change my order after it has been placed?
We begin processing orders as quickly as possible so we can get your purchase on its way to you! If you need to make a change or request a cancellation, please contact The Platform Longview immediately. While we will do our best to accommodate your request, changes or cancellations cannot be guaranteed once an order has been placed.
Can I add an item to my order after it has been placed?
No. Once an order has been placed, additional items cannot be added to the order.
If you would like to purchase additional merchandise, please place a new order through our website. Each order is processed as a separate transaction and applicable shipping charges will be calculated at checkout based on the items in that order.
Separate orders cannot be combined for shipping or shipping-charge adjustments after checkout.
What happens if I refuse delivery of my order?
Refusing delivery does not constitute a cancellation or approved return. Orders refused by the customer or returned to The Platform Longview without prior authorization remain subject to our Online Return Policy.
Original shipping charges are non-refundable. Any return-to-sender fees or additional carrier charges may be the responsibility of the customer. Final Sale merchandise remains Final Sale and is not eligible for a refund or store credit because delivery was refused.
If a refused or unclaimed package is returned to The Platform Longview, we will attempt to contact the customer using the contact information provided with the order. The customer will have 14 days from the date of notification to contact us and make arrangements for the merchandise.
If no arrangements are made within 14 days, the merchandise will be considered abandoned and may be returned to inventory, donated, or otherwise disposed of without refund or store credit.
Can The Platform cancel or hold an order that appears suspicious?
To help protect our customers and small businesses, The Platform Longview reserves the right to hold, review, limit, or cancel any order that appears fraudulent, unauthorized, suspicious, or requires additional verification.
We may contact the customer to verify order, payment, or other transaction information before an order is fulfilled. If we are unable to verify the order, it may be canceled and refunded to the original form of payment.
The Platform Longview also reserves the right to limit purchase quantities when necessary.
Orders canceled by The Platform Longview due to suspected fraud, inability to verify the transaction, inventory concerns, or other security-related reasons will be refunded to the original form of payment.
What is our policy regarding chargebacks and payment disputes?
If you experience an issue with your order, please contact The Platform Longview first so we have an opportunity to review and resolve the matter.
A chargeback or payment dispute should not be used as a substitute for following our return, cancellation, shipping, or customer service policies.
If a chargeback or payment dispute is filed, The Platform Longview reserves the right to provide the payment processor or financial institution with relevant documentation regarding the transaction, including order details, customer communications, applicable policies, tracking information, proof of shipment, and proof of delivery.
Orders associated with an active payment dispute may not be eligible for a simultaneous refund, store credit, replacement, or other resolution while the dispute is being reviewed.
Knowingly filing a false or fraudulent payment dispute, including falsely claiming that an authorized purchase was unauthorized or that a confirmed delivery was not received, is considered an abuse of our policies.
Customers who file fraudulent chargebacks or otherwise misuse or abuse the payment dispute process may be ineligible to make future purchases from The Platform Longview. The Platform reserves the right to decline or cancel future orders from customers with a history of fraudulent or abusive payment disputes.
Nothing in this policy limits a customer's right to dispute a genuinely unauthorized or fraudulent transaction with their financial institution.
Lost, Stolen, Damaged or Delayed Items
What if my package is lost, stolen or delayed?
Once an order has been transferred to the shipping carrier, The Platform Longview is not responsible for packages that are lost, stolen, misdelivered, or delayed in transit.
Customers are responsible for providing a safe and secure delivery location. If tracking information shows that a package has been delivered but the customer cannot locate it, the customer should contact the shipping carrier directly to begin a claim or investigation.
The Platform Longview is not responsible for packages stolen after delivery or for delivery issues resulting from an incorrect or incomplete address provided at checkout.
If a package is returned to The Platform Longview due to an incorrect address, failed delivery attempt, or other customer-related delivery issue, additional shipping charges may apply to have the order reshipped.
When is my order considered delivered?
An order is considered delivered when the shipping carrier's tracking information confirms delivery to the shipping address provided at checkout.
Once an order has confirmed delivery, The Platform Longview is not responsible for packages that are subsequently lost, misplaced, or stolen.
If you cannot locate a package showing confirmed delivery, please contact the shipping carrier. If shipping protection was purchased at checkout, you may also be eligible to submit a claim through the applicable shipping protection provider.
What if tracking shows my package was delivered, but I can't find it?
If carrier tracking shows an order as delivered to the shipping address provided at checkout, The Platform Longview is not responsible for loss or theft occurring after confirmed delivery.
Customers should first check around the delivery location, with household members or neighbors, and contact the shipping carrier regarding the missing package.
If shipping protection was purchased at checkout, the customer should follow the applicable provider's claims process. The Platform Longview will provide available order and shipping documentation when needed to assist with an eligible claim.
A package showing confirmed delivery is not eligible for an automatic refund, replacement, or store credit from The Platform Longview.
What if my order arrives damaged or I receive the wrong item?
Please contact The Platform Longview within 3 days of confirmed delivery and provide your order number along with photos of the item, shipping packaging, and shipping label. Please keep the merchandise and all original packaging until the issue has been reviewed.
If you received an incorrect item or an item that was damaged prior to shipment, The Platform Longview will work to make it right. When available, a replacement will be provided. If a replacement is unavailable, the affected item will be refunded to the original form of payment.
If an order is damaged while in the possession of the shipping carrier, the damage is considered a carrier-related issue. The Platform Longview is not responsible for damage that occurs during transit. We will provide available order and shipping information to assist with a carrier claim when appropriate.
Shipping Protection: Customers may have the option to purchase shipping protection at checkout. Shipping protection may provide coverage for eligible packages that are lost, stolen, or damaged during transit. Claims for orders covered by shipping protection are subject to the terms, eligibility requirements, and claims process of the applicable shipping protection provider.
Customers who choose not to purchase available shipping protection acknowledge that The Platform Longview is not responsible for loss, theft, or damage that occurs after the package has been transferred to the shipping carrier, except where otherwise required by law.
What happens if I refuse delivery of my order?
Refusing delivery does not constitute a cancellation or approved return. Orders refused by the customer or returned to The Platform Longview without prior authorization remain subject to our Online Return Policy.
Original shipping charges are non-refundable. Any return-to-sender fees or additional carrier charges may be the responsibility of the customer. Final Sale merchandise remains Final Sale and is not eligible for a refund or store credit because delivery was refused.
If a refused or unclaimed package is returned to The Platform Longview, we will attempt to contact the customer using the contact information provided with the order. The customer will have 14 days from the date of notification to contact us and make arrangements for the merchandise.
If no arrangements are made within 14 days, the merchandise will be considered abandoned and may be returned to inventory, donated, or otherwise disposed of without refund or store credit.
Returns & Exchanges
What is your in-store return policy?
We appreciate your support of our small businesses! Due to the unique
nature of our marketplace and the variety of products sold by independent
vendors, the following policies apply to all purchases.
IN-STORE PURCHASES
Eligible Returns
Items may be returned for store credit only within 7 days of
purchase when accompanied by the original receipt and meeting all of the
following conditions:
- Unworn and unused
- Original tags attached (if
applicable) - In original packaging
- Free of odors, stains, pet hair,
smoke, makeup, or damage - In resalable condition
Store credit will be issued at the current selling price reflected on the
receipt.
Final Sale Items
The following items are FINAL SALE and cannot be returned,
exchanged, or refunded:
- Jewelry
- Sale, clearance, markdown, and
discounted merchandise - Holiday and seasonal merchandise
- Food, beverages, candy, snacks,
and consumable products - Cosmetics, skincare, beauty
products, fragrances, and personal care items - Bath and body products
- Permanent jewelry
- Hair accessories that have been
worn - Undergarments, bras, shapewear,
socks, and intimate apparel - Hats that show signs of wear
- Squishies, sensory toys, fidget
toys, slime, putty, and opened toys - Stuffed animals and plush items
that have been used - Customized, personalized,
monogrammed, embroidered, or special-order items - Gift cards
- Digital products or services
- Any item marked "Final
Sale"
Vendor Policy
All returns, exchanges, refunds, and customer service requests must be
handled directly through The Platform Longview. Individual vendors are
not authorized to approve exceptions to this policy.
RIGHT TO REFUSE RETURNS
The Platform Longview reserves the right to refuse any return that:
- Does not meet the requirements
above - Appears worn, used, altered, or
damaged - Is missing tags or original
packaging - Shows evidence of misuse
- Falls within a final-sale
category
By making a purchase from The Platform Longview, customers acknowledge
and agree to this Return & Shipping Policy.
What is your online return policy?
ONLINE RETURN & SHIPPING POLICY
We appreciate your support of The Platform Longview and the small businesses that make up our marketplace! Because The Platform is a multi-vendor marketplace featuring products from independent small businesses, the following policies apply to all online purchases.
ELIGIBLE RETURNS
Eligible online purchases may be returned for store credit only when a return request is made within 7 days of delivery.
To be eligible for return, merchandise must meet all of the following conditions:
- Unworn and unused
- Original tags attached, if applicable
- In original packaging
- Free of odors, stains, pet hair, smoke, makeup, or damage
- In original, resalable condition
The Platform Longview reserves the right to refuse any merchandise that does not meet these requirements.
No cash or credit/debit card refunds will be issued for eligible returns.
FINAL SALE ITEMS
The following items are FINAL SALE and cannot be returned, exchanged, or refunded:
- Jewelry
- Sale, clearance, markdown, and discounted merchandise
- Holiday and seasonal merchandise
- Food, beverages, candy, snacks, and consumable products
- Cosmetics, skincare, beauty products, fragrances, and personal care items
- Bath and body products
- Permanent jewelry
- Hair accessories
- Undergarments, bras, shapewear, socks, and intimate apparel
- Hats
- Squishies, sensory toys, fidget toys, slime, putty, and opened toys
- Stuffed animals and plush items
- Customized, personalized, monogrammed, embroidered, or special-order items
- Gift cards
- Digital products or services
- Any item marked Final Sale
HOW TO REQUEST A RETURN
Customers must contact The Platform Longview within 7 days of confirmed delivery to request a return.
Returns must be approved before merchandise is shipped back to us. Merchandise returned without prior authorization may not be accepted.
Once a return is approved, the customer is responsible for securely packaging and returning the merchandise according to the instructions provided by The Platform Longview.
RETURN SHIPPING
Customers are responsible for all return shipping costs unless the return is the result of an error by The Platform Longview.
Original shipping and handling charges are non-refundable.
The Platform Longview is not responsible for return packages that are lost, damaged, or misdirected in transit. We recommend using a trackable shipping method when returning merchandise.
DAMAGED OR INCORRECT ITEMS
If an order arrives damaged or you receive an incorrect item, please contact The Platform Longview within 3 days of delivery.
Please include your order number and photos of the item, packaging, and any visible damage so we can review the issue.
Damaged merchandise should not be discarded until you have received instructions from The Platform Longview.
MULTI-VENDOR ORDERS
The Platform Longview is a multi-vendor marketplace, but all online purchases are processed and fulfilled through The Platform.
All returns, exchanges, order issues, and customer service requests must be handled directly through The Platform Longview. Individual vendors are not authorized to approve returns, refunds, credits, or exceptions to this policy.
RIGHT TO REFUSE RETURNS
The Platform Longview reserves the right to refuse any return that:
- Does not meet the requirements of this policy
- Is requested outside the stated return period
- Appears worn, used, altered, washed, or damaged
- Is missing original tags or packaging
- Shows evidence of misuse
- Falls within a final-sale category
- Was returned without prior authorization
Items that are returned but do not qualify for store credit may be returned to the customer at the customer's expense.
POLICY AGREEMENT
By placing an online order with The Platform Longview, customers acknowledge and agree to this Online Return & Shipping Policy.
Can The Platform return or exchange an item I purchased directly from one of your vendors?
No. The Platform Longview can only process returns, exchanges, or store credit for purchases that were originally processed through The Platform Longview.
If an item was purchased directly from an individual vendor outside of The Platform — including through the vendor's own website, social media, another event or location, or a private transaction — any return, exchange, refund, or other customer service request must be handled directly through that vendor and according to the vendor's own policies.
Because The Platform Longview did not process or receive payment for the original transaction, we are unable to refund the purchase, issue Platform store credit, or process an exchange on the vendor's behalf.
A vendor's presence at The Platform does not make The Platform responsible for purchases made independently from that vendor.
Can I exchange an online purchase?
Because The Platform Longview is a multi-vendor marketplace and each of our small businesses maintains its own unique inventory, we are unable to process traditional exchanges.
If you need a different size, color, or item, your original purchase will be treated as a return and a new purchase.
Eligible merchandise may be returned within 7 days of confirmed delivery for store credit, in accordance with our Online Return Policy. Store credit may then be used toward the purchase of another size, color, or item, subject to availability.
We are unable to hold or guarantee replacement merchandise while a return is being processed. Final Sale items are not eligible for return or exchange.
Can I return only part of my order?
Yes. You may return individual eligible items from an order without returning the entire purchase.
Each returned item must meet all requirements of The Platform Longview's Online Return Policy and must be returned within 7 days of confirmed delivery.
Eligible returns will be issued as store credit only. Original shipping charges are non-refundable, and customers are responsible for return shipping costs.
Final Sale items are not eligible for return.
Can I return an online purchase in-store?
Yes. Eligible online purchases may be returned in person at The Platform Longview within 7 days of confirmed delivery. The merchandise must be physically returned within the 7-day return period; contacting us within 7 days does not extend the return deadline.
Items must meet all requirements of our Online Return Policy and be accompanied by the order confirmation or proof of purchase.
Eligible returns are issued as store credit only. Original shipping charges are non-refundable. Final Sale items remain Final Sale whether purchased online or in-store.
How long does a mailed return have to get back to The Platform?
The return must be postmarked within the 7-day return window
What if my item has a defect?
If you believe you received an item with a manufacturing defect, please contact The Platform Longview within 3 days of confirmed delivery.
Please provide your order number and clear photos showing the suspected defect. Keep the item, tags, and original packaging until your claim has been reviewed.
If The Platform Longview determines that the merchandise has a manufacturing defect, we will work to make it right. When available, a replacement may be offered. If a replacement is unavailable, the affected item will be refunded to the original form of payment.
If we require the defective merchandise to be returned, The Platform Longview will provide return instructions and cover the applicable return shipping cost.
Normal wear, sizing or fit differences, slight variations in color or appearance, handmade or natural variations, or damage caused by use, washing, improper care, or misuse are not considered manufacturing defects.
All defect determinations are subject to review by The Platform Longview.
What happens if my return is not accepted?
All returned merchandise is inspected upon receipt. If an item does not meet The Platform Longview's return requirements, no store credit will be issued.
The customer may request to have the merchandise shipped back to them at their expense. The Platform Longview is not responsible for the cost of returning ineligible merchandise to the customer. The customer will have 14 days to pay for return shipping, or the items will be considered abandoned.
Gift Purchases & Gift Cards
What if I'm purchasing an item as a gift?
We love helping you find the perfect gift! If you're purchasing a gift in-store, please request a gift receipt at the time of purchase.
Gift purchases are subject to the same 7-day Return Policy as all other purchases. The 7-day return period begins on the original date of purchase, not the date the gift is given or received.
Eligible gift returns must meet all return requirements and will be issued as store credit only.
Final Sale items remain Final Sale when purchased as a gift and are not eligible for return, exchange, or store credit.
Purchasing an item as a gift does not extend or otherwise change The Platform Longview's Return Policy.
Are gift receipts available?
Gift purchases remain subject to The Platform Longview's Return Policy. Eligible gift returns will be issued as store credit only and must meet all applicable return requirements and deadlines.
Final Sale merchandise is not eligible for return, even when purchased as a gift.
Can I include a gift message with my order?
Yes! If your purchase is a gift, you may include a gift message during checkout.
Please review your message carefully before submitting your order. Gift messages will be included as entered by the customer.
If you are sending your order directly to the recipient, be sure to enter the recipient's address as the shipping address at checkout, as The Platform Longview cannot change the shipping address after an order has been placed.
Gift Cards & Store Credit
Do you sell gift cards?
Yes, The Platform Longview gift cards make the perfect gift for any occasion!
Gift cards may be purchased in-store and can be used toward any eligible purchase at The Platform Longview.
Gift cards:
- Never expire
- Cannot be redeemed for cash
- Cannot be replaced if lost or stolen
- Are non-refundable
Gift cards are valid only at The Platform Longview and may be used across our marketplace featuring 30+ local small businesses.
Can I use my gift card instore and online?
Yes! The Platform Longview gift cards may be used both in-store and online toward eligible purchases.
When shopping in-store, please have your physical or digital gift card available at checkout. When shopping online, enter your gift card information during checkout.
Any remaining balance will stay available on the gift card for future eligible purchases.
Please treat your gift card like cash. Customers are responsible for keeping their physical or digital gift card secure and having it available when making a purchase. The Platform Longview is not responsible for lost, stolen, or unauthorized use of gift cards, except where required by law.
Can I use my store credit instore and online?
Yes. Store credit may be issued for eligible returns made in accordance with The Platform Longview's Return Policy.
Store credit:
- Is not redeemable for cash and cannot be refunded to the original form of payment.
- May be used toward future eligible purchases at The Platform Longview.
- Cannot be used to purchase gift cards.
- Is issued only after the original purchase has been verified and the returned merchandise has been approved.
- Cannot be issued for merchandise designated as Final Sale.
Store credit should be treated like cash and must be presented at the time of purchase in order to be redeemed. Customers are responsible for keeping their store credit and having it available when they are ready to use it.
Store credit may only be issued for purchases originally processed through The Platform Longview. Purchases made directly through an individual vendor outside of The Platform are not eligible for Platform store credit.
In Store Pick Ups
How does in-store pickup work?
Customers may select free in-store pickup at The Platform Longview when available at checkout.
Please wait until you receive a Ready for Pickup notification before coming to the store. Pickup orders are available during regular business hours. Please have your order confirmation and a valid photo ID available at pickup.
Orders should be picked up within 7 days of receiving the Ready for Pickup notification. A reminder may be sent for orders that have not been collected.
Failure to pick up an order does not constitute a cancellation or return and does not qualify the order for a refund or store credit.
Orders not picked up within 30 days of the Ready for Pickup notification will be considered abandoned. The Platform Longview is not responsible for merchandise left beyond the pickup period.
If you are unable to pick up your order within the stated timeframe, please contact The Platform Longview before the deadline so arrangements can be discussed.
Can someone else pick up my order?
Yes. If someone other than the purchaser will be picking up an order, The Platform Longview must be notified in advance.
The purchaser must provide the name of the person authorized to pick up the order. The authorized person will be required to present a valid photo ID at pickup, and the name on the ID must match the name provided by the purchaser.
For the protection of our customers, The Platform Longview reserves the right to refuse to release an order if we are unable to verify the identity or authorization of the person attempting to pick it up.
Contact & Customer Service
How do I contact The Platform about a purchase or order?
We're happy to help! Questions regarding purchases made through The Platform Longview should be directed to The Platform, whether the merchandise was purchased in-store or online.
When contacting us about an online order, please have your order number and the name or email address associated with the order available so we can assist you as quickly as possible.
Please use the contact information provided on our website to reach our team.
Should I contact the individual vendor about an item I purchased at The Platform?
No. If your purchase was processed through The Platform Longview, please contact The Platform directly with any questions or concerns regarding your purchase.
All returns, store credit, order issues, refunds, and other customer service matters for transactions processed through The Platform must be handled by our team. Individual vendors are not authorized to approve exceptions to The Platform's policies.
If your original purchase was made directly from a vendor outside of The Platform, you will need to contact that vendor directly for assistance.
How quickly will I receive a response?
Our team works to respond to customer questions and order concerns as quickly as possible during our regular business hours.
Response times may be longer during weekends, holidays, major sales, special events, or other high-volume periods.
For time-sensitive order or return concerns, please contact us as soon as possible. Applicable return, pickup, shipping, or other policy deadlines still apply while awaiting a response.
Customer Profiles & Accounts
Why do you ask for my email address and contact information?
Providing your contact information allows us to create or locate your customer profile and connect your purchases with your shopping history at The Platform Longview.
This helps us provide a more seamless shopping experience, including:
- Keeping your purchase history together
- Providing receipts and order information
- Assisting with returns and customer service
- Connecting eligible in-store and online purchases to your customer profile
- Providing important information about your orders
Providing contact information for your customer profile or purchase does not automatically enroll you in marketing emails or text messages. Marketing communications are subject to your communication preferences and applicable consent requirements.
Will my in-store and online purchases be connected?
Yes. When your purchases are associated with the same customer profile, your eligible in-store and online purchase history can be connected.
For the best experience, we recommend using the same email address and contact information when shopping with us online and in-store.
Having your purchases connected helps The Platform Longview better assist you with order history, customer service, returns, and other purchase-related questions.
Do individual vendors have access to my customer information?
Because The Platform Longview is a multi-vendor marketplace, individual vendors may have access to limited customer information associated with purchases of their merchandise.
A vendor may be able to view your name, email address, and the items you purchased from their business.
Individual vendors do not have access to your complete purchase history with The Platform Longview or merchandise you purchased from other vendors.
Access to customer information does not give a vendor unlimited permission to use, share, sell, or distribute that information. Customer information must be handled in accordance with The Platform Longview's policies and applicable privacy and marketing requirements.
What can I do with my online customer account?
Your customer account makes it easier to shop with The Platform Longview and keep track of your purchases in one place.
Depending on the features available on your account, you may be able to:
- View your online order history and order details
- Check the status of current orders
- Manage your contact information and saved addresses
- Access eligible store credit associated with your account
- Enjoy a more seamless experience when shopping with us online
For the best experience, please use the same email address when shopping online and in-store so we can accurately associate eligible purchases with your customer profile.
Your customer account is for your personal use. Please keep access to your email and account information secure.
Will I receive marketing emails or text messages?
Providing your email address or phone number for a purchase, receipt, order update, or customer profile does not automatically enroll you in promotional marketing.
Customers who choose to subscribe to The Platform Longview's marketing communications may receive information about new arrivals, sales, special events, promotions, and other store updates.
You may unsubscribe from marketing communications at any time using the unsubscribe option provided in the message.
Please note that unsubscribing from promotional marketing does not prevent us from sending necessary communications related to your purchases, orders, pickups, returns, or other customer service matters.
How is my customer information used and protected?
The Platform Longview uses customer information to provide and improve your shopping experience, process purchases and orders, maintain customer and purchase records, provide customer service, and communicate important information related to your transactions.
We only use and share customer information as reasonably necessary to operate our business, provide our services, support purchases made through our multi-vendor marketplace, and as otherwise described in our Privacy Policy.
We do not sell your personal information to individual vendors or other businesses for their independent use.
Certain trusted service providers and technology platforms may process information on our behalf as necessary to provide services such as payment processing, order fulfillment, website functionality, and customer communications.
For additional information about how customer information is collected, used, shared, and protected, please review The Platform Longview's Privacy Policy.
Community Outreach
How do I request a donation or sponsorship from The Platform Longview?
The Platform Longview is proud to support local schools, nonprofits, booster clubs, churches, and community organizations whenever possible.
To be considered, organizations must complete a Donation & Sponsorship Request Application and submit it in person, along with any supporting documentation, at least 30 days prior to the event.
Due to the volume of requests received, submission of an application does not guarantee approval. Requests are evaluated based on community impact, alignment with our mission, available resources, and overall benefit to the community.
Completed applications and supporting materials should be delivered to:
The Platform Longview
1017 McCann Road
Longview, TX 75601
How do I join The Platform's Small Business Saturday Santa Stroll?
Santa Stroll
A Small Business Saturday Holiday Tradition
This Small Business Saturday, we’re bringing local businesses together for the Santa Stroll—a one-day holiday experience created to encourage our community to shop local, eat local, drink local, and celebrate local.
On Saturday, November 28, grab your official Santa Stroll Passport and spend the day discovering participating boutiques, shops, restaurants, coffee shops, eateries, and other locally owned businesses throughout our community.
Shop for Christmas gifts. Grab lunch with friends. Stop for coffee or a festive drink. Discover a local business you've never visited before. And collect passport stamps along the way!
Complete the required number of Santa Stroll stops and turn in your passport for a chance to win the Santa Stroll Grand Prize!
Become an Official Santa Stroll Stop
We're inviting locally owned businesses to join us in making Small Business Saturday a celebration of everything our community has to offer.
Participating businesses will:
- Be featured on the official Santa Stroll Passport
- Serve as an official Santa Stroll stop on Small Business Saturday
- Be included in Santa Stroll event marketing and promotions
- Stamp passports for Santa Stroll visitors
- Offer a special, promotion, menu item, giveaway, refreshment, or festive experience of their choosing
Your special doesn't have to be complicated or expensive. Make it something that fits your business and gives Santa Stroll guests a fun reason to stop by.
Shop. Eat. Drink. Local.
Santa Stroll isn't just about Christmas shopping. It's about spending the day supporting the locally owned businesses that make our community special.
Boutiques. Gift shops. Restaurants. Coffee shops. Bakeries. Specialty stores. Local services and more.
If you're locally owned and would make a great stop along the Santa Stroll, we'd love to hear from you.
Join the 2026 Santa Stroll
Complete the application below to be considered as an official Santa Stroll Stop.
Small Business Saturday • November 28, 2026
Shop Local. Eat Local. Drink Local. Celebrate Local.
Join our Boutique Team
How do join The Platform's Retail Team?
Join Our Boutique Team
Love fashion, helping people, and supporting local small businesses? We’re always looking for friendly, dependable, and motivated people who would be a great fit for The Platform team.
The Platform serves as the storefront for a host of locally owned East Texas small businesses, and our Boutique Associates play an important role in representing each of them. From helping customers find the perfect outfit or gift to sharing the stories behind our vendors and their products, our team helps create a shopping experience that allows small businesses to grow and thrive.
Our Boutique Associates also help keep the sales floor beautiful, process new merchandise, assist with daily operations, and make sure every customer who walks through our doors feels welcomed and well taken care of.
We’re looking for team members who are outgoing, hardworking, reliable, comfortable staying busy, and genuinely enjoy working with people. Most importantly, we want people who are excited about supporting small businesses and being part of what we’re building here in East Texas.
If that sounds like you, we’d love to hear from you!
Complete our application to be considered for current or future opportunities at The Platform.
Privacy Policy
What is The Platform's Privacy Policy
Privacy Policy
Effective Date: September 3, 2026
The Platform Longview ("The Platform," "we," "us," or "our") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our website, shop with us online or in-store, create or use a customer account, communicate with us, or otherwise interact with The Platform Longview.
By using our website or providing information to us, you acknowledge the practices described in this Privacy Policy.
1. Information We Collect
Depending on how you interact with The Platform Longview, we may collect information including:
- Name
- Email address
- Phone number
- Billing and shipping addresses
- Purchase and order history
- Products purchased
- Customer account and profile information
- Return, exchange, and store credit information
- Marketing preferences and consent
- Communications with our team
- Information you voluntarily provide to us
- Device, browser, website usage, and similar technical information
When you make a purchase, payment information is processed through our authorized payment processors. The Platform Longview does not have access to or store your complete credit or debit card number.
2. How We Use Your Information
We may use customer information to:
- Process and fulfill purchases and orders
- Provide receipts, order confirmations, shipping updates, and pickup notifications
- Maintain customer profiles and purchase history
- Connect eligible in-store and online purchases to the same customer profile
- Process eligible returns and store credit
- Provide customer service and respond to questions
- Verify transactions and help prevent fraud
- Improve our website, products, services, and shopping experience
- Maintain business and transaction records
- Comply with legal, tax, accounting, and regulatory requirements
- Send marketing or promotional communications when you have chosen to receive them
Providing contact information for a purchase, receipt, order, or customer profile does not automatically enroll you in promotional marketing.
3. Customer Profiles & Accounts
The Platform Longview may create or maintain a customer profile using information provided when you shop with us in-store or online.
When the same or matching customer information is used, eligible in-store and online purchases may be associated with the same customer profile.
Customer profiles help us maintain purchase history, provide customer service, assist with eligible returns, manage orders, and create a more seamless shopping experience.
If online customer account features are available, customers may also be able to access certain account information, order history, addresses, order status, store credit, or other available features.
4. Our Multi-Vendor Marketplace
The Platform Longview operates as a multi-vendor marketplace featuring merchandise from independent businesses.
To support purchases made through our marketplace, an individual vendor may have access to limited customer information associated specifically with purchases of that vendor's merchandise.
This information may include:
- Customer name
- Customer email address
- Items purchased from that vendor
Individual vendors do not receive access through The Platform to a customer's complete Platform purchase history or purchases made from other vendors.
Access to customer information does not give vendors unrestricted permission to sell, share, distribute, or misuse customer information. Vendors are required to handle customer information in accordance with The Platform Longview's policies and applicable privacy and marketing requirements.
5. Marketing Communications
Customers may choose to receive promotional communications from The Platform Longview, including information about new arrivals, sales, events, promotions, and store updates.
You may unsubscribe from promotional email communications at any time by using the unsubscribe option included in the communication.
Unsubscribing from promotional marketing does not prevent us from sending transactional or service-related communications that are necessary in connection with your purchases, orders, pickups, returns, account, or customer service requests.
Where consent is required for a particular form of marketing communication, we will obtain that consent as required by applicable law.
6. How We Share Information
We may share personal information when reasonably necessary to operate our business and provide our services, including with:
- Technology and e-commerce providers
- Payment processors
- Shipping and fulfillment providers
- Customer communication and marketing service providers
- Fraud prevention and security providers
- Professional advisers and service providers
- Individual Platform vendors, but only as described in the Multi-Vendor Marketplace section above
- Government agencies, regulators, courts, law enforcement, or other parties when required or permitted by law
Service providers may process customer information on our behalf in connection with the services they provide.
We do not sell customer information to individual Platform vendors for their independent use.
7. Shopify & E-Commerce Services
Our online store and certain in-store commerce services are powered by Shopify and related technology providers.
When you shop with The Platform Longview, certain information may be collected, processed, stored, or otherwise handled by Shopify and other service providers as necessary to provide e-commerce, payment, customer account, fraud prevention, analytics, and related services.
Those providers may process information according to their own applicable privacy practices and terms.
8. Cookies & Website Technologies
Our website and the services that support it may use cookies, pixels, analytics tools, and similar technologies.
These technologies may be used to:
- Operate and secure the website
- Remember preferences
- Maintain shopping cart and checkout functionality
- Understand website usage and performance
- Improve the customer experience
- Measure the effectiveness of advertising or marketing
- Help prevent fraud and unauthorized activity
Your browser or device may provide options for managing certain cookies or tracking technologies. Disabling some technologies may affect website functionality.
9. Payment Information
Payments are processed through secure third-party payment processors.
The Platform Longview does not store or have access to your complete payment card information.
Payment processors may collect and process information necessary to authorize transactions, prevent fraud, issue refunds, and provide payment services.
10. Data Security
We take reasonable administrative, technical, and operational measures designed to protect customer information.
However, no method of electronic transmission or storage can be guaranteed to be completely secure. Customers should also take reasonable precautions to protect their account credentials, email access, gift cards, and other personal information.
11. Data Retention
We may retain customer and transaction information for as long as reasonably necessary to:
- Provide our services
- Maintain customer and purchase records
- Process returns or store credit
- Resolve disputes
- Prevent fraud
- Maintain accounting and tax records
- Meet legal or regulatory requirements
- Fulfill other legitimate business purposes
Retention periods may vary depending on the type of information and the purpose for which it is maintained.
12. Children's Privacy
The Platform Longview's website and online shopping services are not directed toward children under the age of 13, and we do not knowingly collect personal information online from children under 13.
If we become aware that personal information has been collected from a child in a manner inconsistent with applicable law, we may take appropriate steps to delete or otherwise address that information.
13. Your Choices
Depending on the information and applicable law, you may contact us to request assistance with:
- Updating or correcting certain customer information
- Managing marketing preferences
- Unsubscribing from promotional communications
- Questions about information associated with your customer profile
- Other privacy-related requests
Certain transaction, accounting, fraud-prevention, or legal records may need to be retained even when other information is updated or deleted.
14. Third-Party Links & Services
Our website may contain links to websites, social media platforms, or services operated by third parties.
The Platform Longview is not responsible for the privacy practices, security, or content of third-party websites or services. We encourage customers to review the privacy policies of third parties before providing personal information directly to them.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, technology, services, legal requirements, or privacy practices.
The updated Privacy Policy will be posted on our website with a revised effective date.
16. Contact Us
If you have questions about this Privacy Policy or how The Platform Longview handles your personal information, please contact:
The Platform Longview
Longview, Texas
Email: mandy@platformlongview.com
Phone: (903)806-0101