If your order has not arrived within the expected delivery window, there are steps you can take to locate your package or get a refund. Delivery times vary depending on the shipping method, so start by checking the estimated timeframe for your order.
Estimated delivery times
Shipping method | Estimated delivery |
Plain White Envelope | 3-7 business days |
Bubble Mailer | 3-7 business days |
USPS Ground Advantage | 2-5 business days |
USPS Priority Mail | 1-3 business days |
These estimates begin from the date the seller ships your order, not the date you placed it. Sellers have 3 business days to ship after your payment succeeds.
Step 1: Check tracking on your order detail page
Tap your profile icon in the bottom navigation bar.
Tap Orders.
Tap the order in question.
Review the tracking number and carrier information.
If a tracking number is available, check the carrier's website for the most up-to-date status on your shipment. Keep in mind that not all orders include tracking, especially smaller orders shipped in plain white envelopes or bubble mailers.
Step 2: Contact the seller
If tracking shows no recent updates or your order does not have a tracking number, send the seller a message directly from the order detail page. Sellers are often able to provide additional information about your shipment or check with their carrier.
Step 3: Wait for the 21-day delivery timeout
If your order has not been confirmed as delivered within 21 days of shipment, TCG Mark automatically sends you a notification. This alert lets you know that your order may be lost and that you can take further action, such as requesting a refund.
Step 4: Request a refund for a late or missing order
If your order still has not arrived, you can request a refund with the reason "Item Not Received." You have 30 days from the date of delivery or shipment to submit a refund request.
Open the order detail page.
Tap Request Refund.
Select "Item Not Received" as the reason.
Submit your request.
What happens after you request a refund
The seller has 72 hours to respond to your refund request. There are three possible outcomes:
If the seller approves your request, the refund is processed back to your original payment method.
If the seller denies your request, you can escalate the matter by opening a dispute.
If the seller does not respond within 72 hours, the request is automatically escalated to a dispute for review.
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