Customer Support
Who answers, how quickly, and how to get a useful answer the first time.
How to reach us
- Contact form
- The form on our Contact page. It reaches the same inbox and lets you attach an order number and a topic, which gets it to the right place faster.
- support@zypheratcg.com for anything at all.
- Returns and refunds
- returns@zypheratcg.com, if you would rather write straight to that queue.
When we answer
We reply within 24 hours, monday to Friday, 9:00 to 17:00. Messages sent overnight or at a weekend are answered on the next business day.
Every message is read and answered by a person. There is no automated first-line system that has to be argued past, and we do not close a ticket without replying to it.
What to include
None of this is required, but every one of them saves a round trip:
- Your order number, from the confirmation email.
- The email address you ordered with, if it differs from the one you are writing from.
- For damage or a wrong item: photographs of the outer carton and of the product as it arrived.
- What you would like us to do. If you want a refund rather than a replacement, say so and we will not offer you the other one first.
What we can help with
- Anything about an order you have placed: status, tracking, address changes before dispatch, cancellations.
- Whether a product is genuinely in stock, and when a preorder is realistically expected.
- Returns, refunds and damage.
- Bulk and wholesale enquiries. Use the wholesale topic on the contact form.
What we will not do
We will not tell you what is inside a sealed product, because we do not know and neither does anyone else. We will not give investment advice or predict what a set will be worth. And we will not undervalue or mis-declare a customs form, however it is asked — that is fraud, and the consequence lands on the buyer, not on us.