What do I do if my order / package is missing? – TCGplayer.com

What do I do if my order/package is missing?

Both Domestic and International orders on TCGplayer will be provided with an estimated delivery date for arrival.

Please keep in mind that sometimes tracking can be misleading. The first package scan may be upon arrival at a regional hub near you, or even upon delivery. This is common when packages are bulk processed by the USPS, FedEx, or UPS.

Our integrated shipping system provides tracking updates for Direct orders and Marketplace orders where sellers ship using USPS. For these orders, you will receive an estimated delivery date based on tracking updates.

If your order is running late but marked as “Out for Delivery” please reach out to your local post office to locate your package. If your package is late and in any other tracking status, please contact the seller via your Order History and send them a message letting them know the package is missing. If the seller does not reply to your inquiries within 2 business days, please reach out to TCGplayer Customer Service here for further assistance.

**If you used a third-party mail forwarding service, visit our Freight Forwarding article for more information**

For Domestic packages with tracking

You can track your package via the Order History page. The shipping method for your package will be listed on the order and in your shipment confirmation email.

Missing Package — status not changing, delayed, or “undeliverable”:

If it has been more than 4 business days and the package has not updated to show an acceptance scan from one of the above statuses:

Contact the seller to request a status update on the shipment. If the seller does not reply to you within 2 business days, please contact TCGplayer Customer Service.

If the package is not located or 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 mark the order as "return to sender" and place it back into your mailbox. If you would like to keep the package, you can contact the seller and TCGplayer Customer Service so we can organize repayment for the order.

Missing Package — marked as delivered:

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

Verify your shipping address associated with the order.
If the address is correct, look for a notice of attempted delivery by your mail carrier.
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." Sometimes packages may say "Delivered" up to 36 hours prior to arrival.
Message the seller right away 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 2 business days, please contact TCGplayer Customer Service.
- Note that it may take a few days for the seller to report the issue to the shipping company and receive an update from them. 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 mark the order as "return to sender" and place it back into your mailbox. 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

Verify your shipping address associated with the order.
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 right away per our TCGplayer Buyer Safeguard. If the seller does not reply to you within 2 business days, 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 mark the order as "return to sender" and place it back into your mailbox. 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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Change Log

3/11/24 - Updated shipping estimate information.
10/9/24 removed international and linked those help pages