Our Promises to Customers:

TCG Grading Customer Commitments

1. Professional Handling of Your Items

We commit to handling every submitted item with care, respect, and professionalism at all times.

All items are securely stored, tracked, and handled while in our possession. Graded items are encapsulated in tamper-evident holders or secured enclosures designed for long-term protection and display.

2. Turnaround Time Transparency

We commit to publishing estimated turnaround times for each service level and to measuring those timeframes from the date your submission is received.

While grading timelines are estimates, not guarantees, we believe transparency matters. If delays occur, we aim to communicate them clearly and honestly as soon as practicable. 

3. Consistent & Professional Grade

We commit to applying consistent grading standards across all submissions. 

Each item is assessed using defined criteria appropriate to its format, supported by magnification, controlled lighting, and reference materials. Grading decisions are made independently, without bias, and reflect professional judgement at the time of assessment. 

4. Fair & Clearly Defined Grading Scale

We commit to using a clear and documented grading scale. 

Our grading scale, including grade definitions and subgrade categories where applicable, is published and accessible so collectors understand how outcomes are determined. 

5. Clear & Timely Communication

We commit to communicating clearly, respectfully, and within reasonable timeframes. 

This includes confirmation when items are received, status updates during processing (where possible), and notification when submissions are complete. We aim to respond to customer enquiries through published contact channels within the timeframes outlined in our FAQs. 

6. Careful Authentication Efforts

We commit to applying due diligence when authenticating submitted items. 

Authentication decisions are made using industry-standard processes and reference points. While authentication is not infallible, every item is assessed with care and professionalism. Items that do not meet authentication standards are returned ungraded. 

7. Secure Return of Completed Submissions

We commit to packaging completed submissions securely for return shipping or collection. 

All shipped orders include tracking, and optional insurance is made available to customers who wish to add additional protection.

8. Respect For Your Data Privacy

We commit to collecting only the personal information necessary to process your submission.  

Customer data is handled in accordance with our Privacy Policy and protected using reasonable administrative and technical safeguards. 

9. Respectful Use of Images and Content

We may photograph graded items for educational, archival, or promotional purposes. 

We commit to respecting opt-out requests when notified at or before submission and to using images responsibly and respectfully where customer identifiable data features on the item. 

10. Accountability and Continuous Improvement

We commit to listening to feedback and improving our service over time. 

When issues arise, our goal is always to address them professionally, fairly, and constructively. We believe accountability includes acknowledging where we can do better and taking steps to improve.