At TCGplayer, you can shop knowing that you are protected from any issue where your order has not arrived or is not as described.
If your order has not arrived or is not as described
As players and collectors ourselves, we understand it’s essential that you receive exactly what you ordered and that all the collectibles you receive are genuine.
If an order is late or is not exactly as described, it’s best to contact the seller first to give them a chance to make things right. Mistakes can happen and many of our sellers have over a 99.5% feedback ratio that they earned by taking care of buyers in these instances. Just visit your Order History to find the order, then click on the Contact Seller button to send them a message.
If you believe a card you received on our platform may be counterfeit, you’ll need to submit a counterfeit claim to our dedicated customer service team. We’ll ensure you receive a full refund for any counterfeit cards. To open a counterfeit claim, email us right away at email@example.com with your order details. We’ll send you a prepaid mailer that you can use to send the item to TCGplayer HQ. Our expert team will review the card to determine if it is indeed counterfeit. If it is a counterfeit, we’ll work directly with the seller to resolve this issue.
If the seller does not respond
After you send a message to the seller, TCGplayer is directly involved and monitors the message to make sure you receive a response. If they have not responded after 24 hours, we contact the seller. If they have not responded after 48 hours, contact us. After 72 hours without a response, we’ll escalate the message to our customer service team. From there, we work directly with the seller, and if they are still not responding, we’ll step in to resolve the problem on your behalf and issue full or partial refunds if your order has not arrived or is not as described.
If you are not happy with the seller’s response
If during the course of your communication with the seller you feel that you would like TCGplayer to be involved in resolving the issue, you can send an email to firstname.lastname@example.org. Please include the associated Order Number in the subject line and any details. Our customer service team will review all of the communication from the order directly with the seller, and if they are not responding in a way we feel is adequate, we’ll step in to resolve the problem on your behalf and issue full or partial refunds where your order has not arrived or is not as described.