Frequently Asked Questions
Our mission is to provide our Worldwide Customers and Consumers with Sports and Entertainment Products that Reflect Our Commitment to Rich Set Content, Innovative Design, Quality Craftsmanship, and Authenticity.
Customer Service FAQ's
There are a variety of reasons Upper Deck will use redemptions. If athletes do not return their cards to us in time for pack out, we have to use redemption cards so we can meet the insert ratios on the packaging and to hopefully avoid gaps in the set. We sometimes use rookie redemptions that are not signed to create excitement for the upcoming draft and to add more value to the product.
We need to have a start date and end date for all our redemptions in accordance with laws on these programs. We also do not have the capacity to store older, obsolete cards forever. Currently, redemptions are available for two years from the release date. Special programs may have different windows of availability as well.
Upper Deck honors Expired Redemptions for one year past the expiration date. These codes need to be submitted by our Customer Care team. Please send a clear image of the redemption code and expiration date to qa@upperdeckcodev.wpenginepowered.com. Please include your name, complete mailing address, postal code and phone number. We will submit the code and send you a confirmation email. Codes that have expired for more than a year are either destroyed or used for replacements with other redemption programs. Unfortunately, redemption cards that have expired more than one year cannot be honored.
You can contact our redemption department to get status on the card in question or to request a replacement. We are available Monday through Friday, from 8:00-5:00 PST at 1-800-873-7332 or via e-mail at qa@upperdeckcodev.wpenginepowered.com. We can let you know if we are still waiting on the card or if it has been shipped. If you would like to exchange the card for another comparable item, we will be happy to discuss this option with you.
The packaging of cards is a mechanized process, but there are times when damaged cards end up in the packs. We work very hard to decrease the likelihood of these events yet it can still happen. Our replacement policy is to replace a product that we have determined, in our sole discretion, was damaged through our mechanized process for up to one year after its release date with valid proof of purchase from a licensed Upper Deck dealer. Please note, Upper Deck does not replace a card that has been graded or slabbed.
We try to replace cards on a card-for-card basis, but often cannot replace ultra rare items like cards that feature cut signatures of deceased athletes, 1 of 1 cards, or plate cards. In this case, we can replace the card with one of equal value. We cannot offer trades for other cards. Up to 40 replacement cards can be submitted per request. Replacement time usually takes between 12-16 weeks.
Please note, we are only able to help with damaged cards if they are purchased from one of our Certified Diamond Dealers. If you have a claim, please email a clear image of the entire front and back of the card, along with a photo of your receipt, the serial number from the white sticker on the side of the box, your full name, address, and phone number to qa@upperdeck.com, and we’ll set up a case for you. Once you have a case number, we will send you an address you will need to send your damaged card(s) to at your sole cost. Items mailed to Upper Deck without a case number will be returned to customers unopened. If you are mailing cards of value, we highly recommend mailing them in via certified, registered, or insured mail. Upper Deck is not responsible for lost, damaged, or misdirected mail.
As a note, Upper Deck cannot replace graded or slabbed cards.
We understand the investment you make by purchasing products at a box or case level and we do want to support you. If you have an issue like this, please email your name, address, and phone number to qa@upperdeck.com, and we’ll initiate a case number for you. Please note, we are only able to help with cards if they are purchased from one of our Certified Diamond Dealers for up to one year past the initial release date.
If it has been more than 45 days since you redeemed the card on our website, contact our customer care department at qa@upperdeck.com to get a status on your redemption card. If the card is not in stock, we can replace it with a card of equal secondary market value. You can request up to 5 players or teams you like to collect, and we will do our best to get a replacement card featuring 1 of those players or teams within your original sport category. The replacement card we can send will depend on our inventory and will be selected at Upper Deck’s sole discretion.
Redemptions expire 2 years from the copyright year printed on the pack. This is important to keep in mind when purchasing older products. Please send a clear image of the redemption code and expiration date along with your name, complete mailing address, postal code, and phone number.
Upper Deck wants you to be satisfied with your purchase. Care has been taken to ensure that you receive your order precisely in the manner you requested it. To reference our full return policy and damaged goods policy, please navigate to the store or click here: https://upperdeckstore.com/terms-and-conditions.
International orders may be placed by emailing ud_store@Upperdeck.com with the item, SKU number, and full mailing address. For international shipments, you may be responsible for applicable taxes and duties. These will be collected by the carrier, from you upon delivery. Please note international orders may have a longer processing time and some items have international shipping restrictions. We appreciate your patience as we deliver your world-class items with the utmost care.
Please email an image of your item along with images of the hologram number and the certificate of authenticity to qa@upperdeck.com.
Please note our Customer Care team will need to see all of these items, along with any other requested items, in order to assist with verifying the authenticity of a UDA item.
