Complaints

This profile includes complaints for Panini America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Panini America

  5325 FAA Blvd Ste 100 Irving, TX 75061-3608

• 

  Panini America

  , Irving, TX 75061

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase 8/11/2022 Of one ********************* - 2021 *** Instant DONRUSS SIGNATURE SERIES - Base /25 for the total amount billed of $29.08 ***** tracking # ************ Still have not received aforementioned item.Contacted Panini Tech support about the tracking #************ as it indicates still as of today 10/30/22 as label created. I was told to contact *****. Why do I? I do not know, I am not the shipper. So I contacted ***** and was told exactly what I knew. that label created means ,just that a label has been created in the ***** system to ship does not mean it has arrived at a ***** drop off location to be shipped . Emailed back tech support at Panini and notified them of my "findings"And was given Support Ticket Opened (#******) on 10/17/22 and was told I would be hearing from a representative with a follow up as soon as possible. I have had no correspondence with any representative . So what is the failure or mistake of handling from creating the label and transportation of item to shipping? Why am I as the consumer trying to figure out where the item went that I purchased. Because some incompetent don't care attitude someone passes the buck to the next person and it gets lost in the mix. Pretty simple from label creation and either packing said item Never happened or you have a thief. Or there is mishandling of product and was lost. Still nothing I should have to do to receive a item I purchase that was advertised and sold with a receipt of purchase. Thank you

  Business Response

  Date: 09/11/2023

  Hello ******,

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. After reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number I provided below.

  Hours: 8:00am 5:00pm (CDT) Monday - *************************************** Line: **************

  Thank you for being a valued collector and we hope to hear from you soon. 

   

  Customer Answer

  Date: 09/17/2023

  I will not close out the complaint until I actually receive what I have purchased . And what they have stated they have said.

  Hello ******,
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. After reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number I provided below.

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  I will not close out the complaint until I actually receive what I have purchased . And what they have stated they have said.

  Hello ******,
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. After reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number I provided below.

  Customer Answer

  Date: 10/14/2023

  Have not received delivery of package as stated from ******* in last communication.  That I would be recieving in the next few days. This has been about a month now. Showing that they do not honor their word or a companies basic moral existence.  Deliver what is paid for. I will be making co.plaints directly to the *****

  Business Response

  Date: 10/20/2023

  Hello ****************, 

  We have attempted to reach you by your phone number and were unable to get in contact with you. I understand the time that has passed since your original complaint was made, and we are taking this into consideration while reviewing the issues and concerns you have.  We would greatly appreciate it if you gave us a call and mentioned your BBB Complaint ID: ******** or if you can respond with your Order ID, we will be able to find your missing shipment. From there, we will be able to better assist you! We sincerely apologize for any inconvenience and frustration you may have experienced, and we have implemented many changes to produce a greater customer experience. Please do not hesitate to call us so we can help you!
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday
  Toll-********************* Line: **************

  Customer Answer

  Date: 10/24/2023

  I have talked with new customer representative and situation has been resolved to a satisfactory solution.  If the customer care stays the current way it is now they should have no more problems .

• Initial Complaint

  Date:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent them a damaged card back in 2020 and sent 5 follow ups to the still open ticket and 4 emails since January of 2021 and have not received one response. I only had 1 other card replaced and that only took 4 months. Seems like nobody answers any emails or checks very aged tickets over there. I just want my replacement from almost 3 years ago.
  

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. Due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. You can provide your ticket # claims here or to find out what other alternatives we have available please call the factory damage toll-free phone number to hear more.  

  Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Factory Damage Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:10/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting on a card redemption from Panini for over a year. They do or return emails or phone calls. I have left at least 8 messages. The automated system asked me what I wanted to do after day 120 where I requested and equivalent value replacement. I have not heard back for two more 120 day cycles.
  

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/25 /22 I get email, that I am finally receiving my card. You have wrong address and sent to old address. I had already changed where I redeemed card. I call Fed Ex. Only to be advised the card can only je returned to you! Your customer service representative, said had to go through app. She could not change my address . So I downloaded the app only to find the correct address. Again,, that address is: XXXXX *************************** XXXXX. Your rep had no help for me, was rude, and clueless while looking right at my account! Please call so can change my address. And receive the card. XXX XXX XXXX. I have filed a complaint with the BBB. My next actions are thus: I will file complaints with the State Attorney General in TX and complaint with the Chamber of Commerce in Irving TX. I will leave my experience on Google reviews as well.
  What an unbelievable horrible experience and a lot of wasted time and money.

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer,  

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. However, after reviewing your redemptions, these packages were shipped to the correct address we had on file. Unfortunately, we won't be able to deliver any extra replacements since we have fulfilled the redemption. I went ahead and made sure we have the correct address on file but for any future deliveries, please make sure your address is correct and remove any old addresses to make sure all packages are safely shipped. We recommend going to your old address and getting in contact with the family who lives there to receive those packages. You can also request mail to be sent to your new address by asking that of your local post office. 
  If you have any more questions about our product, please feel free to contact the toll-free line I provided below. 

  Hours: 8:00am 5:00pm (CDT) Monday - *************************************************** Line: **************  

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Redemption cards turned in over 3 years ago. Numerous calls emails and same story. No control over players signatures, yet other send out autographs of cards in packs of years after prior years that people been waiting for redemption autographs. Seems they could fulfill previous autograph year cards before they produce later years and make money. The whole time, *********** in waiting for, are signing ****s of autographs at local autos at card shop for years, while I wait for ******/*******. Really (*******), You can't get mediocre players for years to sign., Fill 2018 autographs before using autograph tape on 2021/2022 cards. It doesn't make sense. Your taking money(stealing) from your consumers. Why can't anything be done criminally??

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a redemption for **************** auto. I've sent numerous emails to try to get the replacement I opted for, reluctantly of course as they rarely send equal value cards and seeing how it's usually 2 yrs after the product release the cards greatly diminish in value.
  Now there is no redemption showing nor any ticket statuses. It's like it disappeared in thin air.
  I've gone down the contact us route for the button to not work and nothing happens on the site.
  So I'm posting this here in hopes I get a response from panini amd find out what's going on woth their redemption and lack of customer service.
  We understand they are busy and get swamped woth emails but this isn't just an isolated event. This happens way to often amd somebody needs to be held accountable for sub-par business practices and standards.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. Luckily, we have a status update on that athlete, and we should be receiving more redemptions from them in the following weeks. Please keep an eye out for an email, you will be notified once a package has been created for you. Let us know if you run into any issues with your package. 

  Toll-Free **************** Line: ************** 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/15/2023

  I am rejecting this response because: 

   

  This card was valued In the hundreds when it was pulled and in a reasonable redemption period would have retained that value for a while. Due to Panini negligence and poor business practices I was mislead on the item I purchased. I was under the impression I would get what was stated on yhe box in a reasonable time frame. 

  Now the athlete is suspended and the *********** has took a huge dip making this card no where near the value it was when I paid, astronomical fees, to get the hobby box. 

  I feel that card and the remainder of the value of the card had it been redeemed in a reasonable time when the athlete was a super star. should be refunded or atleast make face value back based on false advertisement along woth other shady business practices. 

   

  Business Response

  Date: 09/25/2023

  Hello ****, 
  
  I've attached the terms and conditions for redemptions that you signed for before redeeming your redemption.  
  
  As stated,  
  
  "If you elect to wait for the *** to become available, Panini will attempt to provide the *** within six months of the receipt of a timely Redemption Request. Panini makes no guarantees or warranties regarding whether the *** will become available during the six-month waiting period should you elect to wait. Regardless of your election, Panini reserves the right to send an STC after the expiration of the six-month waiting period. 
  
  If the *** does not become available during the six-month period, and Panini elects to send an - STC, your only option is to accept the **** An STC will be of an equal or greater monetary value as compared to the market value of *** as of the time of the product release as determined by Panini in its sole discretion."   
  
  I can continue to describe to you the terms and conditions, but you can also look at the attachment to read it as well.  
  
  You can continue to wait for the athlete to sign if that is what you wish for, but simply not every redemption is guaranteed. Rest assured, we will fulfill requests as the players return their cards and we do our best to fulfill them that way, but you are given other options if we have not received the card from the athlete. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after the release date, we are experiencing a backlog in fulfilling replacement card requests. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. 

  Also, this redemption is on your other account under *******************************************
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday  
  
  Toll-Free Redemption Line: **************  
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:10/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product from this company with a redemption card of a very valuable card in 2020. This card has been sent out to multiple people and have been sold on ***** I submitted my redemption card December 2021. Well within the expiration date. I was never sent this card and rewarded Panini points with a value of $35. The card that I was supposed to receive is selling for $271 on this date. The value isn't even comparable. Panini's policy is to send you a card or cards of equal value. Panini did not comply with their own policy. My ticket submitted has been closed. Panini needs to be held accountable for not providing the cards in the the checklist for their product before they produce them. This is absolutely unacceptable and legal actions need to be taken.

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. If you can, please provide a ticket id here and I can investigate it further. It's possible we made a mistake, but please keep in mind that we have professional appraisers that value your cards and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. I will double check to make sure there wasn't a mistake and can confirm with you after you provide the ticket id. If you would like assistance through the phone, you can call our toll-free customer service line who can help as well.

  Hours: 8:00am 5:00pm (CDT) Monday - **************************************************** Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for two redemption cards back in January of 2022. The cards have not been sent and I did request to have a replacement. Since then I did not receive anything. I have made multiple, multiple attempts to contact Panini America and left messages to receive an update, just an update! I have screenshots of multiple requests for information through their website as well and still they did not respond or say anything! I can't seem to get a hold of anyone that can provide me answers. I paid money for these redemptions since I buy packs of cards. I am getting the runaround or ripped off.
  

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a card redemption that has not been fulfilled. Contacted the company numerous times and the request is still pending. Has been close to a year now and I can't even reach anyone at the company for assistance. Starting to think this company is a scam. Emails also go unanswered for months, still no reply. Ticket number is XXXXXXX.

  Business Response

  Date: 09/11/2023

  Hello ******,

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. After further investigation of your ticket #*******, it shows proof of delivery since 2023-02-06 01:22:43 PM. We are going to consider this issue resolved but if you need further assistance, please feel free to ask questions here or use the toll-free number I provided below for more help. Please keep in mind that for redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

  Tracking Number: 394290705235

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased box with damaged contents in 2017. Still no response after I sent receipt and damaged products. CSR confirmed receipt of products twice, but never sent replacements Redemptions open for a year now. Numerous damaged products, sent in with receipt and no movement on cases I opened. Spoke with CSR 4 times in the last year promising to resolve with no resolution. Sent 3 letters and numerous emails, still no response. They refuse to call back, write back, or respond in any way. High value products that were damaged that they refuse to replace. They just don't care. They ignore customers, disregard open cases, and do not care about their customers. Never had I had such issues getting what I paid for or a company replacing damaged products. Replacements/Redemptions they did fulfill were with lesser products with no value. VERY frustrating. I don't know how they can get away with this for a decade now. 4 years to wait for damaged products, years to replace factory damages, and total disregard for the people spending thousands on their products. I've had enough.
  

  Business Response

  Date: 09/11/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For factory damage claims, due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. You can provide your ticket # claims here or to find out what other alternatives we have available please call the factory damage toll-free phone number to hear more.  

  Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Factory Damage Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon.