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DELIVERY POLICY

How paid CS2 digital items are delivered through Steam trade offers, the expected timing, and what happens if delivery is delayed or fails.

Delivery and Fulfilment Policy

Effective date: 07 August 2026

Digital delivery

1. Delivery method

ACE Skins supplies digital Counter-Strike 2 items only. No physical goods are shipped. After the payment provider confirms a successful card payment, the order is queued for fulfilment and the purchased item is sent to the Steam account identified by the Steam trade URL submitted at checkout.

  1. The payment provider confirms the transaction to ACE Skins.
  2. ACE Skins revalidates item availability and purchases or reserves the selected item.
  3. A Steam trade offer is created for the Steam account connected to the submitted trade URL.
  4. The customer accepts the trade offer in Steam and the order status changes to delivered after confirmation.
Completion of delivery and fulfilment evidence

Except where Steam applies a trade hold, Steam delivery is deemed completed when the customer accepts the correct trade offer and Steam or the fulfilment provider records the item transfer to the Steam account specified at checkout as completed. If a trade hold applies, completion occurs only after the item is released. The trade ID, timestamps, item identifiers, acceptance record, and transfer confirmation may be retained and submitted as proof of fulfilment during a chargeback review, subject to applicable law and card-scheme rules.

2. Expected delivery time

Items marked Instant are normally offered within minutes after confirmed payment. Items marked Up to 12 hours may require additional marketplace settlement or trade availability and are expected within 12 hours.

Timing is an estimate

Steam maintenance, a trade lock, marketplace availability, payment review, sanctions or fraud screening, or an invalid trade URL can delay fulfilment. ACE Skins does not treat an item as delivered until the relevant Steam trade is confirmed.

3. Customer requirements

  • Use the Steam account that should receive the item and submit its current Steam trade URL.
  • Keep Steam Guard and trading enabled and resolve any Steam trade restrictions.
  • Check the item and the ACE Skins order reference before accepting a trade offer.
  • Do not submit a third party's trade URL unless the account holder is the purchaser and is authorized to receive the order.

4. Delayed delivery

The live order status is available in the checkout confirmation view and in the customer's profile. If delivery exceeds the displayed timeframe, contact finance@aceskins.store or the verified Telegram support line and provide the order ID.

Support will verify payment status, the submitted trade URL, marketplace fulfilment status, and any Steam restriction. The customer may be asked to update the trade URL or complete an identity or payment review before delivery continues.

5. Failed delivery and refunds

If ACE Skins cannot obtain or deliver the purchased item, the order is moved to manual review. ACE Skins may offer a replacement of equal value where the customer agrees, or return the payment to the original payment method under the Refund Policy.

A failed trade caused by an incorrect or restricted Steam account is not proof of completed delivery. ACE Skins will first attempt to correct the delivery details. A confirmed successful Steam transfer is final, subject to statutory rights and the exceptions stated in the Refund Policy.