Delayed Submission Policy

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 case and follow the guidelines below: 

1. Delay under 2 Business Days 

• - The 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 

• - The Customer Support team will request for the submission to be prioritised for completion. 
• - The customer will be offered a goodwill gesture in accordance with the ACE Grading Goodwill Policy. 

Goodwill Determination 

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

Updated on: 07/11/2025