Dear Card Kingdom Customer,
Recently, we’ve heard from you that some of our packaging has been ineffective in protecting orders. We’ve read the threads and tickets, and it’s been beneficial to listen to your candid feedback. We’re grateful to our customers for highlighting where we need improvement. We also want to share that we are making changes and will continue listening.
For background, the global plastics shortage has made it difficult to source a consistent and ample supply of the plastic hinge cases we’ve used for many years. In early 2021, we began exploring other options to maintain enough packaging to meet order demand. This led us to the cardboard cases we’ve used since May 2021. These provide many of the same benefits as the plastic cases and are recyclable packaging alternatives that work well for many of our orders.
While the initial response to our new cardboard cases was positive, customers alerted us that these cases don’t always provide adequate protection for all order types without additional packaging. We’ve responded by testing several new solutions to keep your cards safe, so we always have a reliable option even when facing supply challenges. We’re also working directly with customers to test these options and gather feedback. In the meantime, we’ve implemented immediate changes to better protect shipped in cardboard cases.
We would love to hear from you to continue improving our packaging and providing the best possible service. Depending on the materials we have, card packaging may vary, but the option you receive will be the one that best protects your cards. We’ll be including a shipping survey link with every order so you can give us feedback.
As Magic players ourselves, we take our responsibility seriously to deliver a great experience every time you shop with us. We’re grateful to have you as a customer and thank you for trusting us to improve. We look forward to your feedback.
Sincerely,
Damon and John Morris
Founders, Card Kingdom