Shipping Protection Policy

Last updated: January 13, 2026

This policy explains how CTCGX protects buyers and sellers during shipping, how funds are released, and how disputes are resolved.

1. How Fund Release Works

When a buyer pays for an order, funds are held by CTCGX until delivery is confirmed. This protects buyers while ensuring sellers get paid for successful deliveries.

1.1 Orders with Tracking

For orders shipped with tracking, funds are released to the seller 2 days after the estimated delivery date. This gives buyers time to receive and inspect their items before payment is finalized.

1.2 Orders without Tracking

For orders shipped without tracking (lettermail), funds are released to the seller 14 days after the order is marked as shipped. This longer window accounts for the lack of delivery confirmation.

1.3 Tracking Requirement

Orders over $50 require tracked shipping. For orders under $50, sellers may offer untracked options, but both parties should understand the trade-offs (see Section 2).

2. Shipping Methods and Protection

2.1 Tracked Shipping

Tracked shipping provides the best protection for both parties:

• For sellers: Tracking showing "Delivered" is proof of delivery. "Not received" claims are generally denied when tracking confirms delivery.
• For buyers: You can see exactly where your package is and have clear evidence if it goes missing.
• If tracking shows a package stuck or returned, the seller must resolve the issue or refund the buyer.

2.2 Untracked Shipping (Lettermail)

Untracked shipping is cheaper but riskier:

• Sellers assume the risk if a package is lost, since there is no proof of delivery.
• Buyers can report non-delivery, and without tracking evidence, sellers cannot dispute the claim.
• Best used only for low-value orders where the cost of tracking exceeds the item value.

2.3 Insurance

Shipping insurance is optional and at the seller's expense. If purchased, sellers can file carrier claims for lost packages. However, buyers should not have to wait for insurance claims—the seller is still responsible for resolution.

3. Reporting Issues

3.1 Damaged Items

If you receive damaged items:

• Document immediately: Take photos of the package and contents before fully unpacking
• Contact the seller: Report through our messaging system as soon as possible
• Keep packaging: Preserve materials for potential carrier claims

Resolution options include full refund, partial refund, or replacement, depending on the situation and what both parties agree to.

3.2 Non-Delivery

If your order hasn't arrived:

• With tracking: Check the tracking status first. If it shows delivered but you didn't receive it, contact the seller and check with neighbors or your local post office.
• Without tracking: Allow reasonable delivery time (typically 10+ business days domestic, 20+ international) before reporting.

3.3 Wrong or Misrepresented Items

If you receive the wrong item or an item that doesn't match the listing, contact the seller with photos. Sellers are responsible for sending what was purchased.

4. Disputes

4.1 Resolving Issues Directly

Most issues can be resolved through direct communication. Contact the seller through our messaging system and give them a chance to make it right before opening a formal dispute.

4.2 Opening a Formal Dispute

If you cannot resolve an issue directly, you can open a formal dispute from your order page. When you open a dispute:

• Describe the issue clearly
• Upload photos as evidence (up to 10 images)
• The seller has 3 days to respond before the dispute is automatically escalated to CTCGX for review

4.3 CTCGX Mediation

When we mediate disputes, we review:

• Tracking information and delivery status
• Photos and evidence from both parties
• Message history between buyer and seller
• Packaging adequacy (for damage claims)
• Transaction history of both parties

Our decisions are final. We may issue full refunds, partial refunds, or rule in the seller's favor depending on the evidence.

5. Seller Protections

Sellers are protected when:

• Tracking confirms delivery: "Not received" claims are denied when tracking shows the package was delivered
• Item matches listing: Claims that items differ from the listing are denied when the listing was accurate
• Packaging was adequate: If damage was clearly caused by carrier mishandling despite proper packaging

6. Buyer Protections

Buyers are protected when:

• Item not received: Refund if package is lost with no proof of delivery
• Item damaged: Resolution if item arrives damaged
• Wrong item sent: Refund or correct item if seller ships the wrong thing
• Not as described: Refund if item materially differs from listing
• Counterfeit: Full refund for confirmed counterfeits (see Authenticity Policy)

7. Important Timing

Key deadlines to be aware of:

• Fund release (tracked): 2 days after estimated delivery date
• Fund release (untracked): 14 days after ship date
• Seller dispute response: 3 days before automatic escalation
• Rating window: 60 days after delivery to leave a review

Important: Report issues before funds are released for the smoothest resolution. Once funds are released to the seller, recovery may require the seller's cooperation or a formal dispute.

8. Best Practices

For Sellers

• Use tracked shipping for orders over $50 (required) and consider it for lower-value orders
• Package cards securely—see our Shipping Guide
• Respond promptly to buyer messages and disputes
• Consider signature confirmation for high-value orders

For Buyers

• Choose tracked shipping for orders you care about
• Inspect items promptly and document any issues
• Contact sellers before opening disputes—most issues resolve quickly
• Keep packaging until you confirm items are correct

9. Contact

For questions about this policy or help with a shipping issue, please contact us.