Problems With Your Order

At PeerMetals, we understand that issues can occasionally arise during a transaction. Whether it’s a delayed shipment, incorrect item, or a problem with the condition of your purchase, our goal is to resolve your concerns promptly and fairly. Here’s a guide to help you navigate common order issues.

Common Problems and How to Address Them

1. Delayed Shipments:

   • What to Do:

     • Check the tracking information in your "Orders" section or via your confirmation email.

     • Contact the seller through the direct messaging system for updates.

     • Allow additional time for unforeseen delays due to carrier issues or holidays.

   • Next Steps:

     • If there is no resolution within 48 hours, contact PeerMetals support for assistance.

2. Incorrect or Missing Items:

   • What to Do:

     • Take photos of the item(s) received and any packaging materials.

     • Reach out to the seller immediately to explain the issue.

     • Keep all original packaging until the matter is resolved.

   • Next Steps:

     • If the seller does not resolve the issue within 48 hours, open a case with PeerMetals for further investigation.

3. Damaged Items:

   • What to Do:

     • Photograph the damage and retain all packaging materials.

     • Contact the seller to report the issue and request a resolution.

   • Next Steps:

     • If the seller does not respond or resolve the issue, escalate the matter to PeerMetals support.

4. Non-Delivery:

   • What to Do:

     • Confirm the estimated delivery date and check for any tracking updates.

     • Contact the seller to inquire about the shipment status.

   • Next Steps:

     • If the item is not delivered within 7 days of the estimated delivery date, contact PeerMetals support for assistance.

5. Fraudulent or Fake Items:

   • What to Do:

     • Inspect the item upon arrival to verify its authenticity.

     • Take clear photos of the item, including any identifying marks, certificates, or packaging.

     • Contact the seller immediately to report the issue and request a resolution.

   • Next Steps:

     • If the seller does not respond or resolve the matter within 48 hours, open a case with PeerMetals. Our team will investigate and take appropriate action under the Buyer Protection Policy.

How to Open a Case with PeerMetals

1. Log Into Your Account:

   Navigate to the "Orders" section.

   

2. Select the Problem Order:

   Click on the specific order and select "Report a Problem."

   

3. Provide Details:

   • Include a description of the issue.

   • Attach any supporting evidence, such as photos or screenshots.

     

4. Submit the Case:

   PeerMetals will review your case and work with the seller and our customer service to resolve the issue.

   

5. Review Case For Updates:

   Check back to your open case frequently to check for updates from the seller or our customer support team. You can retrieve your cases in the resolution center, located on the "Orders" page.

   

Frequently Asked Questions

Q: What happens if my case is not resolved by the seller?

A: PeerMetals will step in to mediate and provide a resolution based on the Buyer Protection Policy.

Q: Can I get a refund for shipping or fees if my item is returned?

A: Refunds are not granted for any related shipping or processing fees.

Q: How long does it take for a case to be resolved?

A: Most cases are resolved within 2-7 business days, depending on the complexity of the issue.

Need Help?

If you have any questions or concerns about how we handle problems with orders, our support team is here to assist you. Visit our contact us page for more help.

At PeerMetals, we are committed to ensuring every transaction is smooth and satisfactory. If problems arise, we’re here to help resolve them quickly and effectively.