What to do if your order hasn't arrived

Check if your order has been shipped

Remember that on EUROPETCG sellers have a period of seven days to ship an order after the purchase payment has been completed and confirmed in the system.

Check the average shipping time

Once the seller marks the order as shipped, keep in mind that cross-border shipping in America may take longer than expected due to customs controls. Check the estimated times for the destination country before worrying.

Contact the seller

If you have any doubts after a reasonable delivery time has passed, write a polite message to the seller on the order page to find a quick solution.

Waiting for the seller's response is crucial before an EUROPETCG agent can intervene to solve the problem. Please give them a 5-day window to respond.

Shipment returned to sender

There are several options if a shipment is not picked up at customs/post office or is returned to the seller for any reason. The best initial option is for the seller to resend the item (previously agreeing on who should pay for this new shipment).

Another option is to cancel the order if both parties agree. In this case, the seller will refund the agreed amount. This is not against EUROPETCG rules and is a perfectly valid way to handle the situation.

Report lost shipment

If your shipment was ordinary (untracked) and hasn't arrived 30 days after being marked as shipped, you can mark it as "Order not arrived" in your dashboard. At that time, the seller will be urged to find a solution.

In the case of certified (tracked) shipments that are considered lost, sellers are responsible for filing a formal claim at the post office or private courier before a full refund can be processed or the Trustee Service activated.