DHL Customer Support are on hand to help if you have an issue

Customers are advised to contact DHL directly if there are any concerns or queries with your shipment

• You will need to quote your tracking, or waybill, number to confirm the shipment
• You will need to confirm the shipper's address (Ace Grading HQ) and the delivery address (the address listed on your Ace Dashboard)
• You may be asked for other information such as the name on the parcel (your name) and the contents (collectible cards)

What happens if my parcel is delayed?

You will need to contact DHL to confirm why the parcel is delayed and request an estimated timeframe for delivery to be completed

All deliveries made on behalf of Ace Grading should be scheduled on the next working day after the date of collection - there may be instances where this does not happen due to circumstances beyond our control

What happens if my parcel is lost?

If you have contacted DHL and they have confirmed your parcel has been lost, please reach out to Ace Customer Support and provide the following information:

• Submission number
• Confirmation from DHL that the parcel has been confirmed as lost (screenshot of email conversations are acceptable)

Ace Customer Support will then advise on the next step and any resolution options

Customers should note:

🏡 Please also ensure that your address is accurate on your Ace Dashboard account before making payment for your submission as we cannot amend the delivery address on your invoice or parcel after payment has been made.

📦 All initial support must go through DHL in the first instance. Ace Customer Support are on hand to help but we cannot offer a resolution until DHL have fully investigated the initial concern

Updated on: 26/11/2025