Frequently Asked Questions: Buying and Payment
Find answers to the most common questions about the purchasing process, payments, cancellations, and order reception on EUROPETCG.
About Orders
Order cancellation on EUROPETCG depends on its current status:
- If the order has not been shipped yet: You can request cancellation directly from the order page. The seller will receive a notification and must accept the cancellation for the refund to be processed.
- If the order has already been shipped: Unilateral cancellation is not possible. You must wait to receive it and then contact the seller to arrange a return, following the return policies.
Remember that communication with the seller is key. Use the messaging system to reach a friendly agreement.
Mistakes happen. If you received a different card than what you purchased (different set, language, or completely different card), follow these steps:
- Do not mark the order as "Received" yet, or do so by selecting the appropriate complaints on the evaluation form.
- Contact the seller immediately through the messaging system, attaching clear photos of the received card and the envelope.
- The seller should offer a solution: send you the correct card, offer a partial refund, or accept the return of the wrong card for a full refund.
If you don't reach an agreement within 72 hours, you can contact our Support.
Condition grading is subjective, but it must adhere to our official guide. If you consider a card graded "Near Mint" to actually be "Light Played", you must contact the seller with photos demonstrating the wear (white edges, scratches, etc.). Usually, sellers offer a partial refund for the value difference, or accept the return.
If your order was shipped with a tracking number, you can open an investigation with the courier service. If the package is confirmed lost, EUROPETCG's Trustee service will protect your money and issue a full refund. If it was sent without tracking, it depends on the agreement with the seller, as untracked shipments are at the buyer's risk.
EUROPETCG has a strict Zero Tolerance Policy for counterfeits and proxies. If you suspect a card you received is fake, DO NOT confirm receipt. Contact Support immediately with clear photos of the front and back of the card, and we will initiate an investigation. Sellers caught selling fakes will be permanently banned.
About Payments and Refunds
We currently process payments securely through recognized payment gateways. We accept credit and debit cards (Visa, Mastercard, American Express), and in some countries, we offer local payment options. All money is held securely until the transaction is completed.
Once a cancellation is accepted by the seller, the refund is processed automatically. The money will be returned to the same payment method you used for the purchase. The time it takes to reflect in your bank account or card will depend on your bank, but it generally takes between 3 and 7 business days.
The Trustee Service is our buyer protection system for certified shipments. When you make a purchase using this service, EUROPETCG holds the money and doesn't release it to the seller until you confirm that you have received the order correctly. If the shipment is lost and has a tracking number, your money is protected.
About Shipping and Claims
Sellers have 7 calendar days from the time of payment to ship the order. If this period has expired, you will have the option to unilaterally cancel the order from the order page, and you will receive a full and immediate refund. We suggest sending a message to the seller before canceling, in case there has been a justified delay.
- Regular Shipping: It is cheaper but has no tracking number. The risk of loss falls on the buyer, unless the seller cannot prove shipment.
- Certified Shipping: Includes a tracking number and requires a signature upon delivery. It automatically activates our Trustee Service for eligible purchases, offering maximum security for both parties.
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Our support team is ready to help you with any specific problem regarding your order.
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