Last Updated: 5/13/2020
First of all, we hope you and your family are healthy and safe during this unprecedented time. The COVID-19 pandemic has presented challenges for all of us as we continue to try and slow the spread. Second, as it pertains to business, PSA appreciates your continued support and toward that end, we’ve compiled this PSA Covid-19 Q&A below to address many of your most pressing concerns. As was previously reported, PSA ceased authentication and grading operations in its California and New Jersey offices on March 20, 2020.
PSA is slowly starting to reopen its California facility by bringing back a limited number of employees. That said, since safety is the company’s top priority, we’ve implemented a number of health and safety measures that include changing the configuration of our workstations and limiting the number of employees that may be onsite at any one time in order to maintain proper social distancing. We are also regularly sanitizing the offices and adopting other health and safety protocols.
During this time, while you may see some order movement, please be patient as we are still not back to full capacity and therefore turnaround times remain impacted. Please note that we are accepting all order types, including Value services (formerly Bulk services). Learn more about these services at PSAcard.com/pricing. PSA autograph and memorabilia authentication services are accepting orders in California only. PSA’s New Jersey office will reopen on a limited basis starting Monday, May 18th.
We sincerely appreciate your patience during these uncertain times. PSA will continue to keep its customer base updated with new timely information.
Please note, PSA’s Customer Service staff is available to help answer your questions. You can email us at [email protected] or call 1-800-325-1121, Monday through Friday, 7 a.m. to 5 p.m. PDT.
Here are answers to some of your most pressing questions:
Can I send in a submission?
Yes. We are accepting submissions for all service levels. PSA autograph and memorabilia authentication services are accepting orders in California only. While PSA has reopened, please be aware that we are not operating at full capacity due to the COVID-19 health crisis.
Please note that we have limited staff within our Receiving department due to the COVID-19 pandemic, and that there is a backlog in opening packages delivered to PSA. If you do send in a submission, there will be delays in entering the order for processing, as well as processing delays.
How significant are the delays? If I submit now, how long will my order take?
PSA closed on March 20, 2020, due to the COVID-19 pandemic and it is estimated that this will impact current orders with an additional four-week delay. As noted above, there is currently a backlog of orders that have been delivered to PSA and have not yet been received into our system. These orders are in addition to the existing backlog of orders that have already been received into the grading system.
Due to these circumstances, it is extremely difficult to estimate with any accuracy how long new orders will take. However, you can see the current average turnaround times here. Please note that this time does not include the time between the delivery date and order entered date. Turnaround times may become further extended as we begin processing orders again.
When is my order going to be done?
We are currently working on finishing all orders that were in process before the COVID-19 pandemic close, and because we are not operating at full capacity, all turnaround times have been impacted. You will continue to receive email notifications when your order is entered, finished, and shipped.
Is my order being worked on?
Yes, but please keep in mind that PSA has very limited staff in the office due to social distancing requirements amid the COVID-19 health crisis. You can monitor your submission within the My Account section of our website. If the order does not show movement during this time, it is due to the limited staff available to process the orders.
My order has been there a long time; can it be expedited?
Unfortunately, due to the size and scale of our operation, and the small number of staff members available to work during the COVID-19 health crisis, we are unable to accommodate requests to expedite an order.
When are Quarterly Specials going to be announced, and will the old ones be extended?
New Quarterly Grading Specials were announced on May 1, 2020. These Specials will be available until June 30, 2020. Visit www.PSAcard.com/specials for full details.
Will my membership be extended?
All memberships and vouchers that were set to expire on or between 3/20/20 and 4/30/2020 have been extended to May 31, 2020, due to the COVID-19 situation. This change can be seen within the My Account section on our website.
When will the New Jersey office open?
PSA’s New Jersey office will reopen on a limited basis starting Monday, May 18th. Personnel will be receiving, processing and shipping orders only that are currently in-house. They will not be accepting customer appointments, drop off or pick up orders until Monday, June 8th. Please note that this date is subject to change. Until further notice, we are requesting that customers ship orders to the office. For customers who normally drop off or pick up orders, please contact the New Jersey office at (732) 634-3480 to make alternate arrangements.
Can I make changes to my order?
At this time, during the COVID-19 situation, we are unable to make changes to an order. This includes the cancelling of an order. Note that we are able to make Shipping Address changes, however. Please provide Customer Service with your submission number and new shipping address before the submission completes its grading process.
Where can I get updates on my order?
To check out the current status of your order during the COVID-19 pandemic, please visit PSAcard.com/MyAccount.