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 occasionally 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: 

1. Delay under 2 Business Days 

• Ace Customer Support team will request for the submission to be prioritised for completion. 
• No goodwill will be offered or paid out in this instance. 

2. Delay over 2 Business Days 

• Ace Customer Support team will request for the submission to be prioritised for completion. 
• The customer may be offered a goodwill gesture in accordance with the Ace Grading Goodwill Policy if Ace Customer Support deems it appropriate

3. 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 goodwill for an Ace label request will not be considered in these instances unless your submission has exceeded the extended turnaround time inclusive of the delay timeframe.

4. Delay due to Research and Identification

• Any submissions which are held in Research and Identification, will not be considered for goodwill unless the submission has exceeded the turnaround time.
• Any goodwill 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.

Goodwill Determination 

• Ace Grading retains full discretion regarding whether any goodwill is offered and the value of any goodwill issued.
• All goodwill issued for a delayed submission will be provided as Ace Credit only and cannot be exchanged for cash or alternative compensation.

Updated on: 30/01/2026