If you received a damaged card from your TCG Mark order, you can request a refund or a return to get the issue resolved. Damaged trading cards are covered under TCG Mark buyer protection, and the process takes just a few minutes.
Step 1: Document the damage immediately
Before handling the card further, gather evidence of the damage:
Take clear, well-lit photos of the damage from multiple angles (front, back, and close-ups of the affected areas).
If the card is still in its original packaging, photograph it before removing it.
Take photos of the shipping envelope or package, especially if the damage appears to be from transit.
Keep all packaging materials until the issue is fully resolved.
Step 2: Open your order
Go to Orders in the TCG Mark app.
Find and open the order that contains the damaged card.
Step 3: Choose a refund or return
Request a refund if you want your money back without sending the card back. You have 30 days from the delivery date. You can choose a full or partial refund.
Request a return if you prefer to send the damaged card back in exchange for a refund. You have 14 days from the delivery date.
Step 4: Submit your request
For a refund:
Tap Request Refund.
Select Item Damaged as the reason.
Describe the damage in the description field.
Choose a full refund or partial refund.
Submit.
For a return:
Tap Request Return.
Select Item Damaged as the reason.
Describe the damage in the description field (minimum 10 characters).
Submit.
Step 5: Wait for the seller's response
Refund requests: The seller has 72 hours to respond.
Return requests: The seller has 5 days to respond.
If the seller does not respond within the deadline, your request is automatically escalated to a dispute.
If your request is denied
If the seller denies your damaged card claim, you can escalate the issue to a dispute:
Tap Escalate to Dispute on your denied request.
Provide additional details and upload evidence photos.
During the dispute, the seller has 7 days to offer a resolution.
If no agreement is reached after up to 3 rounds of negotiation, the dispute is automatically resolved in your favor with a full refund.
Types of card damage to report
Bends or creases — visible warping or fold lines
Water damage — discoloration, warping, or peeling from moisture
Surface scratches — marks on the card face
Corner or edge damage — dents, dings, or fraying
Printing defects — miscuts, ink smudges, or manufacturing issues
Shipping damage — damage from inadequate packaging during transit
Tips for damaged card claims
Photograph immediately — take photos as soon as you open the package
Do not discard packaging — keep everything until the issue is resolved
Be detailed — describe the specific type of damage
Compare to listing — note the listed condition versus what you received
Act within the deadline — submit within the 30-day refund or 14-day return window
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