At Ace Grading, we strive to meet all expected turnaround times and ensure timely completion of every submission.

However, customers should be aware that all turnaround times are estimates only and do not represent guaranteed deadlines. While every effort is made to complete submissions within the stated time frame, unforeseen circumstances may cause delays. 

Customer Support and Delay Handling 

If a submission is delayed beyond its estimated completion date, customers are encouraged to contact the Ace Customer Support team who will review the delay and follow the guidelines below: 

Ace Customer Support team will request for the submission to be prioritised for completion, where possible. If this cannot be achieved then full reasoning will be provided to the customer.

Compensation Claim

• Once the submission has been returned, the customer may reach out to Ace Grading and make a Compensation Claim to recoup some of their grading fee paid for the late submission.
• If a claim form is not completed in full and in line with this policy no compensation will be considered.
• Customers must only submit a claim once the submission has been returned and successful delivery of the submission has been recorded. This is to ensure the customer has the opportunity to confirm the cards have arrived in good condition and they are satisfied with the service provided for the encapsulation of their cards.
• If a Compensation Claim is successful, compensation for submission delays will be issued back to the customer as Ace Credit and will be applied to their Ace account. This is the only form of compensation and customers may not request any alternate form of payment.
• All compensation determinations are made at the discretion of Ace Grading.
• Compensation cannot be allocated to specific invoices, the credit will be applied to the next invoice issued to the customer account.

Delay due to new Ace label request

• Customer will be advised at the time of requesting their new Ace label of any delays that may affect their submission, it is the customers responsibility to ensure they account for this as part of their overall turnaround time on any service level. All customers have the option to revise their label choice to a Colour Match or Standard label in order to remove any delays to completion.
• Any compensation for an Ace label request will not be considered in these instances unless your submission has exceeded the advised extended turnaround time inclusive of the delay timeframe.

Delay due to Research and Identification

• Any submissions which are held in Research and Identification, will not be considered for compensation unless the submission has exceeded the advised extended turnaround time.
• Any compensation for an Ace label request, after Research and Identification, will not be considered in these instances unless your submission has exceeded the extended turnaround time inclusive of the delay timeframe.

This policy applies to all Ace Grading submissions that have not been delayed for a known reason. In cases where a submission is affected by a recognised delay within the process, a separate policy will be applied and followed in accordance with the specific circumstances of that delay.

The Customer Support team will provide guidance to customers regarding any delays relevant to their submission and will advise on the appropriate policy to help them navigate the situation effectively.