Frequently Asked Questions

Orders ship within 15 business days of your request. In busy periods it can take longer. You get an email when your order is being packed and another with the tracking link when it ships. Check your spam or promotions folder if you don't see them.

Your live status is on Redemptions and under Track your order on the Help page.

• Requested: We received your request.
• Being packed: Your cards are being packed at the vault. On Redemptions this shows as Processing or We started preparing your shipment.
• Shipped: On its way to you, with a tracking link.
• Cancelled: The cards are back in your collection.

Your tracking link is in the shipping email, next to the order on Redemptions and under Track your order on the Help page. We ship with FedEx and USPS. Tracking updates come from the carrier, so the carrier's page always has the latest status.

Delivery usually takes 5 to 10 business days after your order ships, depending on your local postal service.

Tracking hasn't moved for 7 days? Email us at info@gotya.com with your order number.

Go to Redeem, select up to 20 graded slabs, enter your full address and confirm. Each request is a separate shipment with its own fee. Cards ship from the USA.

The fee covers shipping, packaging and handling, with tracking. It depends on the total value of the cards in the box:

• Up to $1,000: $24.95
• $1,000.01 to $5,000: $39.95
• $5,000.01 to $25,000: $79.95
• Above $25,000: $149.99

You pay the fee from your cash balance. Bonus balance can't cover shipping, and cards can only be shipped once you've added funds to your account. We may ask you to verify your identity before your order ships.

Customs, VAT and import duties aren't included in our shipping fee. Any charges set by your country are paid by you.

If the carrier or customs asks for the value of your cards, open the order on Redemptions and click Shipping document. It's a commercial invoice listing every card and its value. You can print it, save it as PDF or email it to yourself.

Yes, until we start preparing it. On Redemptions, click Cancel next to the order. Your cards go back to your collection and the shipping fee is refunded to your balance.

Once an order shows Being packed (on Redemptions: Processing, or We started preparing your shipment), you can't cancel it yourself anymore. Email us at info@gotya.com with your order number.

You can't edit the address of an open order. If the order can still be cancelled, cancel it on Redemptions (the fee is refunded) and request a new shipment with the right address.

Already being prepared? Email us right away at info@gotya.com with your order number.

You can't add cards to an order after you've requested it. Want more cards in one box? Cancel the open order before we start preparing it, then request one new shipment with all your cards (up to 20).

When two open orders go to the same address, our team may combine them into one box. You'll get an email. Any part of the fees no longer needed is refunded to your balance.

Only graded slabs can be shipped. Raw (ungraded) cards stay in the vault, and you can sell them back to Gotya for 100% of their value.

A card that's listed on the marketplace can't be shipped either. You can cancel a fixed-price listing on the card's page. An auction can't be cancelled once it has started. If nobody bids, the card goes back to your vault when the auction ends.

Email us at info@gotya.com as soon as you can, within 48 hours of delivery if possible. Send:

• your order number and tracking number
• clear photos of the slab and the packaging
• a short video showing the damage

Keep the packaging until we've closed your case. Your legal rights stay the same after those 48 hours.

We ship graded slabs from the USA to the countries listed in the shipping form on Redeem. Is your country missing? Email us at info@gotya.com before you request a shipment.

Gotya isn't available in Cuba, Iran, North Korea, Syria, Crimea, or the Donetsk and Luhansk regions. Customs and import fees in your country are paid by you.

Withdrawals are reviewed and paid within 4 to 5 business days. Follow the status under Track your order or in your Wallet: Pending, Paid, Declined or Cancelled.

While it's pending, the amount is reserved in your wallet. You get an email when you request it and another when it's paid or declined.

Changed your mind? You can cancel a pending withdrawal until it's locked for payout: open your Wallet, go to Reserved funds and click Cancel next to it.

Withdrawals go to the payout method shown in your Wallet. For most players that's a PayPal account in your own name, matching your verified identity. To change your payout details, open your Wallet and click Change under Withdraw. The change applies to withdrawals you request after it. Bank transfers aren't available right now. The minimum withdrawal is $25.

You verify your identity before your first withdrawal. Only cash balance can be withdrawn; bonus balance stays on the platform for packs.

Deposits are for packs and the marketplace. A withdrawal of a deposit that was never used on packs or the marketplace is declined.

The email and your Wallet show the exact reason, and the amount is back in your balance. The reasons we see most:

• A deposit hasn't been used on packs or the marketplace yet.
• The PayPal account isn't in your own verified name.
• PayPal couldn't deliver the payment, for example because the PayPal account is limited or inactive.
• The card used for deposits isn't in your own name.

Fix the reason, then request the withdrawal again. A new request with nothing changed is declined for the same reason.

Check the PayPal account you saved in your Wallet and your PayPal activity, including pending payments. A payout can take 1 to 3 business days to show up in PayPal.

If PayPal shows nothing or a cancelled payment, email us at info@gotya.com with the amount and the date. We check the payment with PayPal before anything is sent again.

Open your Wallet, click Deposit, choose an amount and pay by card. Card payments go through the secure checkout of our payment provider (Stripe or Whop), so your card details never reach our servers.

The minimum deposit is $15 and the maximum per card deposit is $50,000. Your balance updates as soon as the payment is confirmed.

Please don't pay again. Email us at info@gotya.com with the amount, the date and a screenshot of the payment confirmation, and we'll trace the payment.

Charged twice for one deposit? Send us the same details and we'll sort it out.

Check that the card is in your own name and allows online payments, then try again or use another card. If it keeps failing, your bank can tell you why it blocked the payment.

Seeing Too many payment attempts in a short time? Deposits pause for a little while to protect your account. Try again a bit later.

Cash balance comes from your deposits, marketplace sales and sell-backs, and you can withdraw it. Bonus balance comes from promotions, free packs and sell-backs of cards from free packs. You can use bonus balance on packs, but you can't withdraw it, pay for shipping with it or buy marketplace cards with it. Packs use your cash balance first, then your bonus balance, automatically.

Paid for a pack partly with bonus balance? When you sell that card, back to Gotya or on the marketplace, that part comes back as bonus balance.

Bonus balance expires after 30 days without any activity on your account. Signing in, opening a pack, a sell-back or any wallet movement counts as activity. We email you at least 7 days before, and any activity resets the 30 days. Cash balance never expires.

Deposits and pack purchases can't be refunded. Money you deposited and haven't used stays in your balance, ready for packs and the marketplace. Your statutory rights stay the same.

Charged twice, or paid and the money never showed up in your balance? Email us at info@gotya.com with the amount, the date and a screenshot of the payment, and we'll trace it.

See a payment you don't recognise? Email us before you open a dispute with your bank, so we can sort it out with you first.

Withdrawals need a verified identity, and we can ask for verification before your cards ship. That way payouts and shipments only go to the account holder.

You need a valid government photo ID and a phone or computer with a camera. Stripe runs the check, and most checks finish within minutes. Depending on why we ask, either only withdrawals, shipping and buying on the marketplace wait, or the whole account is paused until you verify. Help and email support always stay open.

Verification failing? Try another browser or device, and make sure the whole ID is visible and sharp. After 2 failed attempts you can upload photos of your ID instead of using the live camera. Still stuck? Email us at info@gotya.com.

Email us at info@gotya.com from the address on your account and say you want your account closed or deleted.

Before we can delete it, withdraw or spend your cash balance, ship or sell back your cards, and let open withdrawals and shipments finish. Deletion is permanent.

Prefer a break? Self-exclusion in Settings pauses new packs and deposits straight away.

In Settings, go to Email notifications and switch off what you don't want, or click the unsubscribe link at the bottom of any marketing email. Account and security emails, like password resets and shipping updates, always arrive.

Use Forgot password on the login page and we'll email you a reset link. Check your spam folder if it doesn't arrive. Signed up with Google? Use Continue with Google on the login page.

Still locked out? Email us at info@gotya.com from the address on your account.

Every pack shows its odds per value bracket before you open it, and they update live as the inventory changes. Each pack contains exactly one real card from a limited inventory.

Many pulls are worth less than the pack price and a few are worth more. A card that someone sold back returns to the inventory, so you can pull the same card again.

Every opening is provably fair: before you open, we publish a fingerprint (hash) of a secret seed. Afterwards we reveal the seed, so you can check the result was fixed in advance.

You can sell a card back to Gotya from the reveal screen or from your collection. The offer is a share of the card's current market value: 90% for graded slabs and 100% for raw cards. You see the exact amount before you accept, and the offer is valid for a limited time.

Bought the card on the marketplace in the last 30 days? Then the offer is at most what you paid.

For a card you pulled, the sell-back follows how you paid for the pack. Paid half the pack price in cash and half with bonus balance or points? Then half of the sell-back comes back as cash and half as bonus balance. Cards won in giveaways sell back to your bonus balance.

Haven't added funds yet? Cards you pull are kept for 48 hours, then sold back automatically to your bonus balance. Add funds within those 48 hours to keep them.

A card's value (fair market value) is our good-faith estimate, based on recent sales, marketplace and auction results, the grade and other market data. It moves with the market, so it's an estimate and not a promised sale price.

Grades come from independent grading companies such as PSA and CGC. We don't change them.

A completed pack is always saved to your account, even if the reveal didn't load. Refresh the page and check your collection and wallet history.

Paid for a pack but no card in your collection? Email us at info@gotya.com with the pack name and the time you opened it.

You can list graded cards from your collection for other collectors to buy, at a fixed price or as an auction. Gotya takes no seller fee. When someone else first pulled the card, 1% of the sale price goes to them, and you earn the same 1% whenever a card you pulled is resold. At auctions the buyer pays a 10% buyer's premium on top of the winning bid.

Listing opens once you've added funds. A listed card can't be shipped. You can cancel a fixed-price listing on the card's page, but an auction can't be cancelled once it has started. If nobody bids, the card goes back to your vault when the auction ends.

Bids can't be withdrawn. An offer reserves its amount for up to 48 hours. To cancel an offer you made, click Cancel next to it under Reserved funds in your Wallet, or on the card's page. Marketplace cards are paid from your cash balance.

Free packs come with specific promotions and links, and the offer page says who can claim one. You need a verified email to claim a free pack or an invite pack.

One person can get up to 3 free packs in total, your welcome pack and invite packs included. Rewards shows how many you've claimed.

Haven't added funds yet? Cards from a free pack are kept for 48 hours and then sold back automatically to your bonus balance, unless you add funds first.

Got a notification but no pack? Some offers have conditions, so a message doesn't always mean a pack was added. Email us at info@gotya.com and we'll check your account.

New accounts get a one-time offer on their first paid pack: a single pack up to $100 after discounts, bought within 48 hours of signing up. If the card is worth less than what you paid, you can send it back from the reveal screen and get the pack price back in your wallet.

The money comes back the way you paid: the cash part as cash balance, any bonus part as bonus balance. Cash follows the normal wallet rules, so you can spend it or withdraw it.

It's one per person, can't be combined with bundles and doesn't apply to self-excluded or suspended accounts.

Daily giveaway: open a paid pack while it runs, then press Enter on its page in Giveaways. Every extra paid pack adds one entry, up to 10 entries. Free packs, packs paid only with bonus balance and packs paid mostly with points don't count. The winner is drawn at 20:00 UTC.

Weekly, monthly and collector-hosted giveaways show their own entry rules on their page.

Won a prize? Claim it within 7 days. An unclaimed prize goes back to the host's vault.

Turned the prize wheel? Create your account with the email address you entered there and verify it within 72 hours of turning the wheel. Your prize is added as soon as your email is verified.

Share your invite link from Rewards. You get a free pack for each friend who signs up through your link while the free pack promotion runs and opens their first pack. Claim it on Rewards while the promotion is still running. You need a verified email to claim an invite pack.

A referral code can't be added to an account after sign-up, so an invite only counts when your friend signs up through your link.

One person can get up to 3 free packs in total, your welcome pack and invite packs included. Rewards shows how many you've claimed.

Your friend qualified and nothing arrived? Email us at info@gotya.com with your username.

Coupon codes go under Have a coupon code? when you buy a pack. Bonus codes go under Have a bonus code? when you add funds in your Wallet.

You earn points when you pay for packs, with the Daily Pull and with weekly quests on Rewards. Use them with Pay with points when you buy a pack, for the whole price or part of it, once you've added $25 in total (shipping fees paid from your balance are taken off that total). While a payment review is open on your account, or your whole account waits for an identity check, points can't be used.

Points can't be withdrawn or turned into cash.

Go to Settings and click Activate self-exclusion. You're signed out straight away, and new packs, paid and free, and new deposits are paused. Packs you bought before can still be opened.

Withdrawals, shipping your cards and support keep working: email us at info@gotya.com about your cards, your balance, withdrawals and shipping. Only our support team can lift self-exclusion, at the earliest 7 days after it was turned on.

In Settings you can set a daily limit on the number of packs and on what you spend on packs. Limits reset at midnight UTC.

Only our support team can lift self-exclusion, at the earliest 7 days after it was turned on. Email us at info@gotya.com from the address on your account.

Ripping should stay fun and within what you can spare. If you're spending more than you planned, set a daily limit or activate self-exclusion in Settings now. Both take effect immediately. Email us at info@gotya.com if you'd also like your account closed.

Talking to someone you trust can help too.

Yes. You must be 18 or older to use Gotya. If you think someone under 18 is using an account, email us at info@gotya.com.