Shipping policy
SHIPPING
Pre-Ordered Products
Expected shipping dates for Pre-Order Products are noted on each product page. These dates are subject to reasonable delays in manufacturing and/or delivery. Upon delivery of product to our warehouse, depending on volume of product received, pre-ordered items can take anywhere from 1-2 weeks to process and ship to customers. Reasonable updates will be communicated from our team for any shipping updates.
Pre-orders made utilizing our payment plan feature will not be shipped until final payment is made and item is in-stock.
In-Stock Products
When an item is in-stock, orders may take up to a week to process and ship. Once your order is prepared for shipment, you will receive an email with tracking information. Our warehouse ships out orders Monday-Friday, excluding Holidays, unless otherwise specified.
Signature Upon Delivery
Signatures are not required upon delivery; however, due to COVID and other worldwide events, the courier may utilize an indirect signature service upon delivery. This service is considered to be a valid "Signature Upon Delivery." If a customer would like to request a Signature Upon Delivery service on an order shipped via FedEx, please utilize the FedEx Delivery Manager tool. If a customer would like to request this service on an order shipped via another courier, please contact Customer Service. Please note, requesting a signature requirement may incur additional fees and is not guaranteed to be available based on the courier, the courier's current policies, and region during delivery.
Lost or Stolen Orders
Dark Horse Direct is not responsible for orders that are lost and/or stolen after confirmation of delivery, regardless if a signature was or was not collected at the time of delivery. If a signature was collected at the time of delivery, Dark Horse Direct will request that the recipient open a case with the courier and provide the case details to our Customer Service Staff so we may work with the courier to further expedite the case.
Courier Options
Dark Horse Direct reserves the right to change and/or update the selected courier and shipping method on an order at anytime without notice prior to the order shipping. If a customer would like to request a specific courier and shipping method, please contact Customer Service after an order has been placed.
ORDER TRACKING
When orders have shipped, you will receive an email with a tracking number and courier. If at the time of purchase you selected a courier, please be sure to note which shipping courier you chose. It will be listed on your order confirmation and tracking email(s).
*Customers are responsible for monitoring their order tracking information, including expected delivery.*
Reference the below links for further order tracking assistance:
USPS
Orders can be tracked via the following options:
- USPS Website
- By phone at 1-800-222-1811
- By sending a text message to 28777 with your tracking number as the content of the message
- By the USPS Mobile App, available on iPhone and Android devices
UPS
Orders can be tracked via the following options:
- UPS Website
- By phone at 888-742-5877 (1-888-PICK-UPS®)
- International shipping, call 1-866-782-7892
- By SMS Text
- By UPS Mobile App, available on iPhone and Android devices
FedEx
Orders can be tracked via the following options:
- FedEx Website
- By phone at 1-800-463-3339 (USA)
- Additional contact numbers can be found here
- By FedEx Mobile App, available on iPhone and Android devices
FedEx offers the following service for all shipping recipients to help customize their delivery, reroute packages, hold packages and more: FedEx Delivery Manager
SPLIT SHIPPING
We do not split-ship orders. If you order in-stock products with pre-ordered products, your order will ship when all products are available. If you want any currently available products sooner, please place a separate order for them. Dark Horse Direct reserves the right to split shipments at our discretion.
INTERNATIONAL CUSTOMERS: TAXES, CUSTOMS DUTIES, & IMPORT FEES
Dark Horse Direct will collect any US taxes required at the time you place your order. We will NOT collect international taxes or import fees and will be indicated as Delivered At Place (DAP). This means that the customer is responsible for all customs duties and import fees at the time your order arrives and is required by your local Customs office. Refusal of orders at customs will be treated as abandoned and forfeited. These orders will not be considered for a refund and may require additional fees incurred at the expense of the sender (Dark Horse Direct). We highly recommend inquiring with your local customs office about any potential fees required of you prior to placing your order. The assessment of these fees is not a valid reason for refusing or returning a package and will not be covered by Dark Horse Direct's Returns & Refunds Policy.
*A note about freight forwarders and secondary shipping:
Dark Horse Direct is not responsible for items shipped to 3rd party forwarders, individuals, or businesses, and will consider the product as delivered and final once delivery has been confirmed at indicated shipping destination. Any damages to your item after delivery confirmation from selected carrier are not the responsibility of Dark Horse Direct and the customer will be responsible for any requested replacement costs and additional shipping fees incurred. We reserve the right to cancel and refund orders at will if an address or shipping information is suspected as fraudulent. In the event we contact you for more information regarding your shipping address, please reply promptly with the additional information requested, otherwise a delayed response can result in order cancelation and/or additional fees.