Delivery Policy

Inbound Delivery (Customer to ACE Grading)

Inbound delivery refers to the journey of a customer’s submission being sent to ACE Grading.

1.0 Responsibility and Liability

1.1 The customer and the courier service selected by the customer are fully responsible for the submission until it has been successfully delivered to ACE Grading’s premises

1.2 ACE Grading is not liable for any loss or damage that occurs before the parcel has been received and signed for by ACE Grading.

2.0 Damaged Parcels

2.1 If a parcel is received by ACE Grading in a damaged condition, all reasonable efforts will be made to contact the customer as soon as practicable.

2.2 ACE Grading will provide photographic evidence of the parcel and its contents to assist in assessing the damage.

3.0 Missing Parcels

3.1 If a parcel is not received by ACE Grading, the customer must contact their courier provider directly to initiate an investigation.

3.2 While ACE Grading is not liable for missing inbound shipments, the company will assist where possible by providing any relevant information to support the courier’s investigation

Outbound Delivery (ACE Grading to Customer)

Outbound delivery refers to the journey of a customer’s graded items being returned from ACE Grading to the customer.

4.0 Responsibility and Liability

4.1 ACE Grading is liable for any loss or damage to a submission until it has been successfully delivered to the customer’s registered address.

4.2 Liability applies only to the shipping address listed on the customer’s ACE account and invoice at the time of dispatch.

4.3 If the customer arranges for parcel redirection after dispatch, ACE Grading’s responsibility is terminated at that point, and liability transfers to the customer and the courier.

5.0 Missing Parcels

5.1 If a parcel is not delivered or is delivered to the wrong address, the customer must first contact the courier service directly to open an investigation.

5.2 Once the courier deems the parcel as lost, the customer may then contact ACE Customer Support and must provide:

All relevant correspondence with the courier, and
Confirmation from the courier that an investigation has been completed and the parcel classified as lost.

5.3 ACE Grading will then review the case and, where appropriate, apply the Fair Market Value Policy to determine compensation.

6.0 Damaged Parcels

6.1 If a parcel arrives damaged, customers should contact ACE Customer Support immediately.

6.2 ACE Grading will log the incident with the courier service and guide the customer through the next steps.

6.3 If the parcel’s contents are damaged as a result of transit, ACE Grading will advise on potential resolutions with the Fair Market Value Policy considered.

International Shipments

Any shipments sent to us via DHL service must be scanned into the DHL Express network via an official DHL drop-off store in order for ACE Grading to be responsible for the inbound journey.

If this is not completed then liability remains with the customer and the courier service.

In addition to this, we would always advise International customers to create a Classic submission in order for ACE to accurately track the cards arriving.

Updated on: 20/11/2025

Was this article helpful?

Thank you!