Every order ships tracked, and the number is emailed the moment the label prints. Here is how to find it, and what to do if it goes quiet.
Find your tracking number
- Check your email. Look for the subject line "A shipment from your TCGPrime order is on the way". The tracking link is in the body. Check spam and Promotions before assuming it never arrived.
- Check your account. If you ordered while signed in, it is under your account → the order → Tracking.
- Use the carrier's site. Paste the number straight into the carrier's tracking page — it is sometimes a step ahead of the emailed link.
Cannot find it? Email support@tcgprime.store with your order number and we will resend it. If you do not have the order number either, the email address you checked out with is enough.
When it should move
| Order placed before 3:00pm ET, business day | Ships the same day |
|---|---|
| After 3:00pm ET, weekend or holiday | Ships the next business day |
| Transit, most US addresses | 2–5 business days |
| Cases and multi-box orders | Freight-ground, longer — we email the estimate before it leaves |
| Graded slabs | 2–5 business days, tracked and signed for |
Tracking has not updated
Carrier scans go quiet far more often than parcels go missing — especially over a weekend, or while something sits on a truck between hubs. A gap of a day or two is normal and almost always resolves itself.
If there has been no movement for five business days, email us with the order number. We open a trace with the carrier and chase it from our end — you should not have to sit on hold with anyone. If the trace comes back lost, you get a replacement where we can source one, or a full refund.
Marked delivered, but nothing arrived
Before you email, three things solve this most of the time:
- Check around the property — porches, side gates, behind planters, and with a building manager or front desk.
- Ask neighbours. Misdelivery to an adjacent number is the single most common cause.
- Give it 24 hours. Carriers occasionally scan "delivered" at the end of a route and deliver the next morning.
Still nothing after 24 hours? Email us within seven days of the delivery scan and we will file a claim with the carrier. Orders over $500 ship signature-required, which makes those claims straightforward.
It arrived damaged
Photograph the outer carton and the product before you unpack any further — that photo is what settles the claim. Email it to support@tcgprime.store within 48 hours of delivery. Replacement or full refund, your choice, and the return label is on us either way.
Change an address after ordering
If it has not shipped, email us immediately and we will change it. Once a label has printed we cannot redirect it — but the carrier sometimes can, using the tracking number, through their own redelivery tools.