Please click below for answers to commonly asked questions that might be helpful.
- Why does Upper Deck use redemptions? +/-
If athletes do not return their cards to us for a product release, we have to use redemption cards so we can meet the insert ratios on the packaging. Also, we want to avoid having gaps in the set. Other reasons include:
- Logistics (i.e. game used memorabilia does not fit well into a wax pack)
- Security (i.e. pack searchers and product damaged in shipping)
Sometimes use of rookie redemptions are necessary. These are cards that a rookie has not yet signed, but these redemptionscreate excitement for the upcoming draft and add more value to the product.
- Why do redemptions expire? +/-
To comply with the law, we must set a start date and an end date for all our redemptions. Also, we do not have the room to warehouse older, obsolete cards.
Currently, autograph and draft pick redemptions are only available for 2 years (or less) from the release date; memorabilia redemptions are only available for 1 year (or less) from the release date. But despite those time limits, special redemption programs may have different availability windows.
- What happens to redemption cards after they expire? +/-
They are either destroyed or used for replacements with other redemption programs. Unfortunately, expired redemption cards cannot be honored.
- If I have not received my card within the appropriate time, what should I do? +/-
You can get the latest status of your card when you check your redemptions on-line
. On that website, you can find the reason for the delay. You can also contact our Customer Service Department to get your card's shipping status. We are available Monday through Friday, from 8:00-5:00 PST, at (800) 873-7332 or you can contact us via e-mail at firstname.lastname@example.org
But, if you do not wish to wait any longer, we can arrange exchanges. To do so, you can provide us a list of players (or teams) which you collect; then, we will try to provide a product from your list. If we cannot provide something from your list, we will replace your card with a comparable card at the sole discretion of Upper Deck. Remember, we intend to fill a replacement with the best comparable card available.
- Why has my redemption been replaced? +/-
It is our intention to provide you with the card you redeemed; but, circumstances do arise when a card becomes unavailable (whether because autographs are not received or for production issues). Of course, replacements are a last resort. We don't like these either!
- What if I don't like my replacement? +/-
If you feel you have received a non-comparable replacement for your redemption, we will accept written documentation detailing your unfair exchange allegations. Such documentation must include proof of current value (i.e. Beckett Listing).
- What is a Preferred Redemption Center (PRC)? +/-
A PRC is a hobby shop where customers can redeem their Upper Deck Redemption cards.
- What are the Benefits to using a PRC? +/-
Customers who use PRCs will receive their cards on average two weeks before other customers. Also, PRCs periodically provide promotional cards for their customers.
We recommend customers who do not have internet access, but have a PRC near them, to redeem cards through these centers.
- How can I locate a PRC near me? +/-
- I have contacted Customer Service via email and have not received a response. What should I do? +/-
If you have not received a response within 48 hours, you should add our email address to your address book. This will ensure Spam has not blocked our emails or has filtered our emails to your junk folder.
- Policy on Redemption Shipments +/-
A redemption card that was not received by the redemption holder may be reshipped to the holder of the redemption if certain conditions are met. These conditions are as follows:
- A request for reshipping a redemption must come within 60 days of the fulfillment date of that card and will only be re-shipped to the original address of record.
- All reship requests must be made directly to Customer Service and be approved by a supervisor.
- Upper Deck requires the submission of a documented verification from the carrier indicating the item has been lost by the carrier or returned to an Upper Deck facility before we can reship the item to the customer. If the carrier indicates the item was delivered to the address of record on the redemption request, no re-ship will be made. Tracers and claims can take up to ten (10) business days to process. We will notify you upon receipt of verification from the carrier and we appreciate your patience while we work with the carriers to determine package status.
- Any customer with excessive requests (3 or more in a 6 month period) for reships of redemption cards may in the sole discretion of Upper Deck be denied additional redemption requests.
- Ship dates shown on the website are approximations. Please allow 21 business days from the date the item is shown as having shipped before contacting us on the status.
- When Upper Deck has confirmation that the package in question was received by a post office in your area. We require you to fill out and follow the instructions f the affidavit below.
Click here to download the request form.