Missing Package Dispute Resolution

For Domestic orders your shipment may take up 6-8 business days to arrive, for International orders your shipment may take up to 21 business days to arrive (typically, business days are considered Monday to Friday and do not include public holidays and weekends in the United States). 

Please keep in mind that sometimes tracking can be misleading.  The first package scan may be upon arrival at a regional hub near your address.  This is common when packages are bulk processed by the USPS, FedEx or UPS.  The first package scan may not be until it is successfully delivered to your residence.  So if your tracking is not updating as expected don't panic!

In the unlikely event that your order is not successfully delivered to your Domestic or International shipping address within the quoted time frames above, please contact the Seller first via your Order History and send them a message letting them know the package is missing.  If the Seller is not replying to your inquiries in a timely fashion please reach out to TCGplayer Customer Service via email for further assistance. We're here to help!

For Domestic packages with tracking:

You can track your package via the Order History page. The shipping method for your package will be listed in your account and in your shipment confirmation e-mail.  

Missing Package status in Limbo:

If it has been more than 6-8 business days and the package has been delayed in transit, is in limbo, has not had a shipping status update or is "undeliverable":

  • Contact the Seller immediately as they will need to open a case with their shipping provider, the faster the Seller knows about the delivery issue the better.  The Seller will then be able to work directly with the Shipping Company (USPS, UPS or FedEx) they utilized to hopefully track down the location of the wayward package.  If the Seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
    • It may take a few days for the Seller to report the issue to the Shipping Company and receive an update from them, so please be patient with the process.  Once a case is opened with the Shipping Company they may be able to locate and recover the package for delivery to your address. 

If the package is not located and delivered successfully to your address:

  • The Seller should offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to the Seller and TCGplayer Customer Service so we can organize repayment for the order.

Missing Package status Delivered:

If the tracking status for your package shows "Delivered" but you have not received the parcel:

  • Please verify your shipping address associated with the order.
  • If the address is correct, look for a notice of attempted delivery by your mail carrier.
  • Please look around the delivery location for your package and ask any family members or housemates if it is possible they received the package on your behalf and did not tell you.
    • If you're comfortable, reach out to your neighbors to see if the package was delivered accidentally to their address.
  • It may also be helpful to contact your local post office responsible for the delivery to see if they are holding the parcel for any reason or if there have been any reported delivery delays in your area. 
  • Please wait 36 hours after the parcel is marked as "Delivered," in some cases packages may say "Delivered" up to 36 hours prior to arrival.
  • Contact the Seller immediately as they may need to open a case with their shipping provider, the faster the Seller knows about the delivery issue the better.  If the Seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
    • It may take a few days for the Seller to report the issue to the Shipping Company and receive an update from them, so please be patient with the process.  Once a case is opened with the Shipping Company they may be able to locate and recover the package for delivery to your address. 

If the package is not located and delivered successfully to your address:

  • The Seller should offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to the Seller and TCGplayer Customer Service so we can organize repayment for the order.

For Domestic packages without tracking:

  • Please verify your shipping address associated with the order.
  • Please look around the delivery location for your package and ask any family members or housemates if it is possible they received the package on your behalf and did not tell you.
    • If you're comfortable, reach out to your neighbors to see if the package was delivered accidentally to their address.
  • It may also be helpful to contact your local post office responsible for the delivery to see if they are holding the parcel for any reason or if there have been any reported delivery delays in your area. 
  • Contact the Seller immediately per our TCGplayer Buyer Safeguard.  If the Seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.

If the package is not located and delivered successfully to your address:

  • The Seller should offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to the Seller and TCGplayer Customer Service so we can organize repayment for the order.

For International packages with tracking:

You can track your package via the Order History page. The shipping method for your package will be listed in your account and in your shipment confirmation e-mail.  

Missing Package status in Limbo:

If it has been more than 21 business days(typically, business days are considered Monday to Friday and do not include public holidays and weekends in the United States) and your shipment has not been received:

  • Please verify your shipping address associated with the order.
  • If the address is correct, look for a notice of attempted delivery by your mail carrier.
  • Please look around the delivery location for your package and ask any family members or housemates if it is possible they received the package on your behalf and did not tell you.
    • If you're comfortable, reach out to your neighbors to see if the package was delivered accidentally to their address.
  • It may also be helpful to contact your local post office / customs agency responsible for the delivery to see if they are holding the parcel for any reason or if there have been any reported delivery delays in your area. 
  • Contact the Seller immediately as they may need to open a case with their shipping provider, the faster the Seller knows about the delivery issue the better.  If the Seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
    • It may take a few days for the Seller to report the issue to the Shipping Company and receive an update from them, so please be patient with the process.  Once a case is opened with the Shipping Company they may be able to locate and recover the package for delivery to your address. 
  • If the package is not located and delivered successfully to your address:

    • The Seller should offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to the Seller and TCGplayer Customer Service so we can organize repayment for the order.

Missing Package status Delivered:

  • Please verify your shipping address associated with the order.
  • If the address is correct, look for a notice of attempted delivery by your mail carrier.
  • Please look around the delivery location for your package and ask any family members or housemates if it is possible they received the package on your behalf and did not tell you.
    • If you're comfortable, reach out to your neighbors to see if the package was delivered accidentally to their address.
  • It may also be helpful to contact your local post office responsible for the delivery to see if they are holding the parcel for any reason or if there have been any reported delivery delays in your area.
  • Please wait 36 hours after the parcel is marked as "Delivered," in some cases packages may say "Delivered" up to 36 hours prior to arrival.
  • Contact TCGplayer Customer Service immediately, our Team will work with you to resolve the dispute, it may take a few days so your patience is greatly appreciated.
  • If the package is not located and delivered successfully to your address:

    • TCGplayer Customer Service will offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to TCGplayer Customer Service so we can organize repayment for the order.

For International packages without tracking:

  • Contact the Seller immediately per our TCGplayer Buyer Safeguard.  If the Seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
  • Please verify your shipping address associated with the order.
  • Please look around the delivery location for your package and ask any family members or housemates if it is possible they received the package on your behalf and did not tell you.
    • If you're comfortable, reach out to your neighbors to see if the package was delivered accidentally to their address.
  • It may also be helpful to contact your local post office / customs agency responsible for the delivery to see if they are holding the parcel for any reason or if there have been any reported delivery delays in your area. 

If the package is not located and delivered successfully to your address:

  • The Seller should offer you a full refund for the missing parcel with the understanding that if the package is successfully delivered to you at a future date you will either mark the order as "return to sender" or "refused" and place it back into your mail box or if you would like to keep the package, you will reach out to the Seller and TCGplayer Customer Service so we can organize repayment for the order.

 

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