Can I change the address on my order?
Has an incorrect address has been used on your order? Whether it was due to a technical issue or that the wrong address was used at checkout, we may be able to assist.
Address changes on orders are rarely, but sometimes, possible.
We have a very small window after an order is placed to either make the change, or to cancel the order, so that it can be placed again.
Chat with us (scroll to the bottom of this page and use the link you'll find there to do so) during business hours, as soon as possible after the order is placed.
While this won't guarantee success, it will definitely provide the best chance of us being able to make the change or cancel the order.
How do I cancel my online order?
Canceling an order is possible but we have a very small window in which to do so. We process orders frequently to ensure they get shipped out to you as quickly as possible and once an order is processed we can no longer make changes.
We try to accommodate when we can but we can't guarantee changes to orders (like cancellations or address updates) will be able to be made once an order is placed.
Chat with us (scroll to the top of this page and use the link you'll find there to do so) during business hours, as soon as possible after the order is placed and pass along the order number for the best chance of canceling an order.
Creating an account with Rookie.
Creating an account with Rookie is as simple as placing an order or even logging in.
Placing an order
Once you place an order you will be able log in at any time, using the email address utilized when placing the order. You'll then be able to log in to see the order history associated with that email address as well as make changes (email preferences, default or subscription addresses, etc.) to your account.
Logging in
You can also create an account simply by logging in for the first time with a particular email address.You'll similarly then be able to log in to see any orders you might place in the future associated with that email address, as well as make changes (email preferences, default or subscription addresses, etc.) to your account.
What forms of payment do you accept?
Currently we accept Visa, Mastercard, American Express, Discover and PayPal. Our system is not able to accept Visa gift cards at this time.
When do I have to pay my grading fees?
We require pre-payment for all submissions after cards are screened unless you have made arrangements with us to consign your cards after they come back from grading.
What are the biggest advantages to using our services?
We provide faster turnaround times than the general public typically receives, we offer detailed pre-screening and counterfeit detection, we help you evaluate what you should submit, and we are able to provide you with real-time updates on your orders. When you want to work with a professional team, we are here for you.
What is your processing time to ship them to the grading company?
We do our best to process your cards within 2 business days of arrival at our processing center. We ship out multiple times a week.
How quickly do you ship cards back to me once they’ve been returned by the grading company?
We typically ship orders back to customers within 24 hours after receiving back from PSA.
What is a PSA upcharge?
Please note that at times, PSA will “upcharge” a card on an order, if the grade received pushes the card into another value tier. Customers are responsible for these upcharges on the rare occasions that they occur, typically on cards that have graded a 10 and increased in value between the time they were submitted and graded. We pass the cost of these uncharges directly to you in your invoice.
Can you process grading for customers outside the USA?
Yes, we process submissions for customers all over the globe. The costs are exactly the same other than the return shipping/insurance back to the submitter. Once your cards are ready to ship back and you let us know how much insurance coverage you want, we can let you know your return shipping cost. We ship using DHL for the safest, most secure method of international shipping.
How do I calculate the estimated value of each card?
We recommend that you use eBay completed listings for your card in a similar condition. For modern cards, you can use the average sale price for raw cards. In rare occasions, PSA will upcharge your fee based upon the final grade of your card and what the new market value is. Other companies charge flat fees based upon turnaround times.
When can I expect my order to arrive?
We process orders frequently to ensure that we get your order to you as quickly as possible. Once an order is processed, it is queued to be packed and passed into the hands of the shipper within 1-3 business days.
Our shipping partners estimate a 1-7 days shipping timeline after they receive the package but tracking provided by the shipper will offer the most accurate and up-to-date information on the progress of any shipment.
You can track (once shipped) and check on the status of any order by going to the order history section of your account dashboard. Once shipped, you can also check tracking via the tracking number provided in the shipping notification email that is sent to the email address you provided at checkout.
We are unable to affect shipping speed for orders.
Can you expedite or otherwise speed up my shipment?
Currently we ship via USPS, FedEx Economy, UPS Ground, USPS Priority, or USPS First Class. The type of shipping service used is automatically selected based on the best fit for the particular order.
We don't currently offer an expedited shipping option.
When will my merchandise ship?
We process orders frequently to ensure your order is shipped out to you as quickly as possible. Once orders are placed and processed, we are no longer able to make changes (like cancellations or address updates) to the order.
All services estimate 1-7 business days for shipping.
Do you have free shipping?
We offer complimentary non-expedited shipping on webshop orders of $100 or more (after any promotional discounts and before tax).
You'll see this applied automatically during checkout.
What countries do you ship to?
Right now we only ship to addresses in the continental United States, Alaska and Hawaii. We hope to one day expand the countries we ship to!
Why won't my gift card work online?
Reach out to us at contact@rookieco.com with the gift card code and let us know the email/login associated with the gift card to further look into this issue.
Why was my card charged twice?
Even if an order wasn't successfully completed (ex. if there was an error that prevented the purchase from being completed), you may see a temporary charge listed on your statement. If this is the case, it should disappear from your statement within a few days.
If it doesn't, feel free to reach out to us at contact@rookiecollect.com with your name and order number and we can look into this further for you.
My order was marked as delivered but I can't find it
In our experience, on occasion orders can be marked as delivered by our shipping partners up to a day before they actually arrive.
If you initially cannot find your order
- Check with your neighbors.
- Investigate the area around where your deliveries normally arrive to see if it’s been placed in a somewhat different location this time.
- Wait a day and see if the package arrives after it's been marked delivered (as mentioned, not an unheard-of occurrence).
- Contact the carrier so they can track down where it was delivered or at least put it on their radar for future deliveries.
Unfortunately, we do not have any additional information than what you have received. Once we hand off the package to our shipping partner, it’s in their hands to ensure delivery.
That being said, if you are unable to track down your package, please let us know by sending your name and order number to our Guest Experience team with a description of the issue you’re experiencing. We want to make sure that you are happy with your purchase, and we can look into alternative resolutions.
My order has no tracking updates. Is it lost?
Most likely, it's still on its way!
In our experience, when there are no tracking updates, it most often means the shipper hasn't scanned your package but it's still on its way.
On occasion, we've seen orders show no tracking updates until the actual day of delivery, so don't worry if it's getting close to the day your package should arrive and you don't see any movement on tracking.
That said, our standard delivery estimate is approximately 5-7 business days after the items in an order are passed into the hands of the shipper (don't forget about processing time). If you don't see tracking movement within 7 business days after your items have been passed into the shipper's hands, please let us know so we can help make it right.
What should I do if my order arrives defective or damaged?
Please reach out to our Guest Experience team at contact@rookieco.com using with your order number and a photo of the damaged item, along with a photo of the shipping box, so we can assist you and report this to our warehouse and product team. We'll get you sorted right away.
How do I get started?
To begin the consignment process, simply message us through our contact page and list the cards you would like us to sell for you, then ship to the address given. Please ship with insurance and signature required for your protection.
Why sell with on Rookie?
Serving countless collectors domestically and globally. Selling on Rookie is easy - Rookie has achieved great prices and focuses on quick payouts to its sellers. As a seller, you get listings with multiple images containing high resolution photography, detailed descriptions, and grading with worldwide shipping.
Does my item have to be graded to be listed?
Yes, with the exception of ungraded factory encapsulated cards. Please see approved grading companies and authenticators.
How are payouts determined?
Payouts will be determined based on our rate table in our consignment page. Payouts will be issued upon request from the consigner or once all consigned items have been sold.
Do you offer fixed prices?
We Offer Fixed-price listings for cards with a minimum value of $100.
How do I know the value of my item?
While we DO NOT provide: value estimates, appraisals, in-house authentication, nor guarantee sale prices, you can connect with one of our expert Consignment Directors to get a better understanding of what your item(s) may be worth.
What happens once a trade is agreed upon?
Once a trade is agreed to, both parties ship their cards to the our facility. Rookie will then verify that the packages contain the appropriate cards and ship them out to the correct parties.
Does Rookie provide shipping labels?
Rookie offers shipping labels for purchase for packages being shipped to the facility. Rookie will handle labels for the second leg of shipping to your trading partner.
Are packages insured for shipping?
Yes, all packages to and from the Rookie middleman facility are automatically insured if and only if: 1) Signature is required on the package & 2) It is shipped at Priority status or higher. Traders do not need to pay for their own insurance.
How soon do you need to ship?
Tracking must be uploaded to us within 48 hours of the offer being accepted.
How do you receive payments?
We use Stripe to process payments. Stripe is the industry standard for payment processing and is used by companies such as Amazon, and Google. In order to receive funds, you will need to link your Stripe account with your bank account. Learn more about Stripe here.
How do you send payments to other users?
Users can use almost any major credit or debit card to pay each other. We use Stripe to process payments. Learn more about Stripe here.