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Frequently Asked Questions
Account & Getting Started
How do I create an account?
Click "Sign Up" in the navigation menu, fill in your details, and verify your email address to activate your account.
Is it free to join PrimeLot Cards?
Yes! Creating an account and browsing listings is completely free. We only charge a commission when you sell cards.
I forgot my password. How do I reset it?
Click "Forgot password?" on the login page, enter your email, and we'll send you a reset link.
Can I change my email address?
Email changes must be done through your account settings. Contact support if you need assistance.
Buying Cards
How do I purchase cards?
Browse the marketplace, select a lot, choose which cards you want (if applicable), and click "Buy or Make Offer" to complete your purchase.
What payment methods do you accept?
We accept all major credit and debit cards through our secure payment processor, Stripe.
Can I make an offer instead of buying at the listed price?
Yes! Click "Make Offer" on any listing to propose a different price. The seller can accept, reject, or counter your offer.
What is Buyer Protection?
You have 7 days after purchase to report issues. Your payment is held during this time for your protection. Learn more on our Buyer Protection page.
How long does shipping take?
Sellers must ship within 3 business days. Delivery time depends on the shipping method chosen, typically 3-7 business days.
Can I select individual cards from a lot?
Yes! For non-bulk lots, you can select/deselect specific cards before making a purchase.
Selling Cards
How do I start selling?
Create an account, go to "Create New Lot" from your dashboard, upload card details and photos, set prices, and publish your listing.
What are the commission fees?
Commission rates range from 5.5% to 8% based on your seller tier. Higher sales volume = lower commission rates. View our Seller Tiers page for details.
When do I receive my payout?
Funds are held for 7 days after sale to provide buyer protection. After 7 days, your payout is released automatically.
What is a bulk lot vs. individual lot?
Individual lots show each card with its price. Bulk lots set one total price for all cards together, with photos of the entire collection.
Do I need to provide shipping?
Yes, sellers are responsible for shipping. You must ship within 3 business days and provide tracking information.
Can I edit my listing after it's published?
Yes! Go to your Dashboard, find the listing under "My Lots, " and click "Edit."
Seller Tiers
What are seller tiers?
Our tier system rewards high-volume sellers with reduced commission rates. There are 6 tiers: Starter, Bronze, Silver, Gold, Platinum, and Diamond.
How do I advance to higher tiers?
Tiers are based on your lifetime total sales revenue. As you sell more, you automatically advance and unlock lower commission rates.
Can I lose my tier status?
No! Tiers are based on lifetime revenue, so once you reach a tier, you keep it permanently.
Payments & Refunds
Is my payment information secure?
Yes! All payments are processed through Stripe, a PCI-compliant payment processor. We never store your credit card information.
How do refunds work?
If a claim is approved, refunds are processed within 5-7 business days to your original payment method.
What currency do you support?
Prices are automatically displayed in your local currency based on your location. We support multiple currencies through automatic conversion.
Support & Disputes
How long does it take to get a response?
We typically respond within 24 hours during business days. Urgent matters are prioritized.
Can I track my support request?
You'll receive email updates about your request. We'll communicate via the email address you provide.
What if I don't receive a response?
Check your spam folder first. If still no response after 48 hours, please resubmit your request.
How do I report a problem with my order?
Contact the seller first through our messaging system. If unresolved, file a support ticket within the 7-day protection window.
What if I receive damaged or counterfeit cards?
Document the issue with photos immediately and file a support ticket. We take counterfeits very seriously and will investigate promptly.
Technical Issues
What browsers are supported?
PrimeLot Cards works best on Chrome, Firefox, Safari, and Edge. Make sure you're using an up-to-date version.
I can't upload images. What should I do?
Ensure images are under 5MB and in JPG, PNG, or WEBP format. Try a different browser or clear your cache if issues persist.
The website isn't loading properly. Help!
Try clearing your browser cache, disabling extensions, or using incognito mode. If the issue persists, contact support with details about your browser and device.
Account Management
How do I update my shipping address?
Go to Settings and update your shipping information under the "Shipping Address" section.
Can I have multiple accounts?
No, our Terms of Service prohibit multiple accounts. One account per person is allowed.
How do I delete my account?
Go to Settings and scroll to the "Delete Account" section at the bottom. Note: This action is permanent and cannot be undone.
How do I contact other users?
Use the "Contact Seller" button on any listing to send a message. All communication happens through our secure messaging system.
Still have questions? Contact our support team