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Jul
11
Attention Walking Dead Trading Card Fans!
Posted by Vanessa Jimenez on 11 July 2014 12:26 PM

We recently released The Walking dead Trading Cards Season 3 Part 1. It has been one of our most popular trading card sets so far and fans from all over the world have been enjoying these very special cards. After the set released, we did receive a few emails that drew our attention and we wanted to make sure that we addressed any concerns that our fans may have as quickly and accurately as possible.

Retail Display Boxes:

The Walking Dead is such a popular show that there are many fans excited to collect just the base cards. Therefore, we created a special display box that has a different ratio of autograph and wardrobe cards than our regular hobby boxes. Since the autographs and wardrobe cards are very limited, these special low hit boxes allowed more fans had access to the base cards. These casual fans could enjoy the fun of collecting these cards without reducing the number of hits in the regular hobby boxes.  

We have received a few comments from people who did not receive hits in their boxes. We are very careful to make sure that each box has the intended ratio of autos and other special inserts. Although mistakes do happen, we are concerned that some of these issues may have resulted in a confusion between the Retail booster displays and the Hobby booster displays.

Before submitting a ticket, please check the top right corner of the display box. If it has the word “Retail” as part of the title, these boxes have a different hit ratio than the hobby boxes and it is unlikely that you will pull a hit from this box.

Hobby Box Typo:

We have also found that there was an unintentional error on the bottom of the Hobby display box. The ratio printed is 1:12 packs for an autograph card. This was simply a typo and the correct ratio, 1:24 packs, is correctly printed on the individual boosters. We would like to apologize for this issue and thank you for your understanding.

Ratio Guarantee:

While we will do our best to replace missing hits in certain circumstances, we do not guarantee that we will be able to do so. We reserve a small number of cards for any potential packing errors that we find and do our best to help out our customers when we can. However, if we reserved too many of these cards, we would not be able to put as many directly into packs, and fewer fans would be able to enjoy them. Due to this limited supply, we will do our best to help fans in situations of missing hits but would urge them to be honest about these issues.

If you do feel that you have an issue with your Walking Dead Season 3 Part 1 trading cards, please feel free to submit a ticket including a picture of your display box, your full contact info, and detailed information about your issue.

Thank you for your time.

-Cryptozoic Team


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Nov
20
New HEX Customer Support
Posted by Vanessa Jimenez on 20 November 2013 01:28 PM

Greetings,

There is a new portal for HEX customer support!  If you have an issue or concern with your HEX account or invite please visit http://support.hextcg.com/ for assistance.

If you have not received an invite yet, please check your Junk or Spam email box as our e-mails can occasionally be flagged as junk or spam. If you still can’t locate your invite, please head to the new HEX support page and open a ticket including your name, your log-in name, your Kickstarter account’s email (or PayPal email), what level you backed at, and the payment transaction ID. Please keep in mind that we are sending invites to the email created at the close of the Kickstarter campaign this past spring.

All tickets that are currently awaiting a response through cryptozoic.kayako.com will be reviewed and responded to as quickly as possible.

We apologize for any inconvenience and delay in response time. Thank you for your patience.

-Cryptozoic Team


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