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

For packages with tracking

For Domestic packages without tracking

For International packages with tracking

For International packages without tracking

Domestic orders may take up to 9 business days to arrive, while international orders could take up to 24 business days to arrive. Business days are considered Monday through Friday and do not include public holidays or 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 you, or even upon delivery. This is common when packages are bulk processed by the USPS, FedEx, or UPS.

In the unlikely event that your order is not successfully delivered to your shipping address within the time frames noted above, first, 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 48 hours, please reach out to TCGplayer Customer Service here for further assistance. 

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 9 business days and the package does not have a shipping status update, has been delayed in transit, 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 they utilized (USPS, UPS, or FedEx) to track down the location of the missing package. If the seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
    • t may take a few days for the seller to report the issue to the shipping company and receive an update from them.s. 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 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.
  • Messagethe 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 48hrs, 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.
  • LLook 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 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 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 International 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 24 business days (business days are considered Monday through Friday, and do not include public holidays and weekends in the United States) and your shipment has not been received:

  •  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/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  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 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 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.

Missing Package — marked as delivered:

  •  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," in some cases packages may say "Delivered" up to 36 hours prior to arrival.
  • Contact TCGplayer Customer Service right away, 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 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 TCGplayer Customer Service so we can organize repayment for the order.

For International packages without tracking

  • Contact the seller  right away per our TCGplayer Buyer Safeguard.  If the seller does not reply to you within 48hrs, please contact TCGplayer Customer Service.
  •  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 / 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 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.

 

Was this article helpful?
0 out of 1 found this helpful
Have more questions? Submit a request