Update on your [grading_company] [service_title] order (#00[service_order_id])
Hi [first_name]
New update
US Customs has now released additional orders back to us, and these are currently scheduled for delivery to us on Friday, 27 March. Once received, we will check in every returned order and update customer accounts accordingly.
Some orders were delivered directly to PSA by US Customs, and we were not notified of those deliveries at the time. Where this has occurred, those orders have continued through the normal grading process. You’ll know if your order is in this group if the incident status has been removed from your account and/or you have received a grading status update.
We appreciate your patience and understanding. We’ll keep providing updates as confirmed information becomes available.
Many thanks
The Slabd Team
FAQs
1) Is my order lost?
Not necessarily. At this stage, we have received only part of the shipment and we are actively working with FedEx to recover what remains outstanding.
We will not make assumptions until FedEx confirms the outcome and all possible recovery steps are completed.
2) Why does tracking show different weights?
Carrier systems can reflect updated scan weights if a shipment is split, reprocessed, or handled in multiple parts. The key outcome is what is physically
returned and accounted for—this is why we’re reconciling every line item against what we receive.
3) How do I know if my cards are in what returned?
You can check the live status of each card in your account:
- My Account > Card Grading Orders
- Click View on your order number
- Scroll down to the Card Details table
- Scroll the table to the right to see the Incident and Returned columns
If your card shows Returned, it has been received back by us. If it shows Investigating, it is still being reconciled as part of the carrier investigation.
4) Can PSA start processing anything right now?
No. PSA can only begin processing after they physically receive a shipment. This incident is occurring within carrier/customs handling, prior to PSA intake.
5) What about insurance / compensation?
We have notified our insurer as a precaution. If any items are ultimately confirmed as not recoverable, we will contact affected customers with the next steps.
6) Can I request my order be separated/refunded immediately?
Because this is a consolidated shipment and we are currently in an active recovery/investigation process, we need to first confirm what has been returned and what is still outstanding.
Once we have clarity, we can advise on the available options for each affected order.
7) My order was submitted before grading fees were increased. What happens to my order?
PSA will honour the original pricing. For this to occur, your order must remain exactly as-is — you cannot add or remove items from the order.
The reason for this is the old services no longer exist, which means any adjustments would need to be processed under the current services and pricing.
8) Should I email you to confirm my items?
You don’t need to email to “check” whether your cards were returned — the fastest way is via your Card Details table (see FAQ #3).
9) Can I add, remove, or change items while this is being investigated?
No. While we are reconciling returned items and working with FedEx, orders must remain unchanged. Changes create mismatches against the carrier investigation and can delay resolution.
10) Will this affect my grading timeline once the shipment is recovered / resent?
Yes — the delay is occurring before PSA receives the shipment. PSA timelines only begin once PSA has physical possession. Once received by PSA, processing continues under normal PSA workflows.
11) Are my cards safe / stored securely if they have been returned?
Yes. Any cards that have returned to us are being logged and stored securely while we continue reconciling the outstanding items and next steps.
12) What if my order has multiple cards and only some are marked Returned?
That means we have physically received some items from your order, and the remaining items are still outstanding.
We’ll keep updating statuses as additional returned pieces arrive and are reconciled.
13) When is the next update?
We will provide the next update as soon as we receive confirmed information from FedEx or additional returned shipment pieces, and once we can report verified outcomes.
Slabd Australia | grade@slabd.com.au | slabd.com.au