FAQ

GENERAL

Dark Horse Direct primarily sells limited production, manufactured-to-order collectibles. Our goal will always be to make sure you have a premium product and an even more premium experience with us. We endeavor to make sure the information we have at the time of pre-order is as accurate as possible with regards to product dimensions, weights, and estimated shipment dates. At times this information may change and/or be updated before final shipment due to unforeseen changes in manufacturing, delays in shipment to Dark Horse Direct by the manufacturer, and other circumstances beyond our control. We will do our best to communicate these changes in a timely manner to you, our loyal customers.

  

WHAT ABOUT INTERNATIONAL PURCHASING?

We are now currently extending our shipping services to the following countries and territories for ALL CURRENT PRODUCTS:

  • United States (Including Alaska & Hawaii)
  • Canada
  • EU (Including Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic (Czechia), Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, UK)
  • Mexico
  • Singapore
  • India
  • South Korea
  • Brazil
  • Australia
  • New Zealand

**For our international customers – Please keep in mind that you are responsible for any custom duties and fees, including taxes, that may be applied when importing your order. For an estimate on importation costs, please contact your local customs office for assistance.

We are hoping to expand our business reach all across the world in the near future. Continue to check back in the coming months or sign up for our Newsletter to receive updates straight to your inbox.

 

SHIPPING

When an item is in-stock, orders may take up to a week to process and ship. For the time being, orders will typically ship on Thursdays of each week.

 

ORDER TRACKING

When orders have shipped, you will receive an email with a tracking number. Please be sure to note which shipping currier you have selected. It will be listed on your order confirmation and tracking email(s). 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

 

PRE-ORDERS

Payments for pre-order items will be collected at the time of checkout, unless the item has a payment plan option offered during the checkout process. Pre-orders for payment plans will collect the first installment, as well as the Non-Refundable Deposit upon your order being placed. This will secure your order placement and you will be notified once your item(s) are out for delivery.

 

DEPOSITS

Pre-order items, including items on installment plans, may require a Non-Refundable Deposit. This amount, if required, will be clearly identified on the product page or installment plan page for that item. Deposit amounts are always collected with the first installment payment. 

 

REFUSED/UNAUTHORIZED RETURNS

Items that are undeliverable, refused upon delivery, or returned without contacting Dark Horse Direct Customer Service will be subject to a $20 fee and any other fees incurred by shipping couriers and customs office (for international orders). Please note, these fees are in addition to the non-refundable deposits and restocking fees. If these fees are greater than the product(s) price, Dark Horse Direct may bill you for the balance.

 

ORDER CANCELATIONS

You may cancel a pre-order at anytime for a full refund while the product is open for pre-orders, unless there is a designated Non-Refundable Deposit. If a NRD is required, you have a 24 hour grace period to cancel to receive a full refund on your pre-order. Once we stop taking pre-orders on a item (this is the time we place the product order with the manufacturer), there will either be a 10% Cancelation Fee deducted from your refund or the forfeit of the Non-Refundable Deposit, if you still wish to cancel. Once an item has been processed for shipment to the designated address, we are unable to process any order cancelations or refunds.

To cancel an order, or to determine if your order qualifies for cancelation, please contact directhelp@darkhorse.com.

 

HOW DO I UPDATE MY PAYMENT PLAN INFORMATION?

Our installment plans are managed through Paywhirl. Do you need to change your credit card on your installment plan or other information? You can go to My Paywhirl Account to sign in. Alternately, you can click on the link in the confirmation emails you received. Your installment plans are listed under the Payment Plans menu item at the top of the screen. 

 

HOW DO I CHANGE MY SHIPPING ADDRESS?

Simply sign into your account and update your information.

If you pre-ordered your item using a payment plan:

  • If you have not yet completed all the payments on the plan, please log into My Paywhirl Account to update your information.
  • If you HAVE completed all your payments on the plan, please contact customer service at directhelp@darkhorse.com as your order has been transferred to our fulfillment system and needs to be updated by Customer Service.

 

DO YOU OFFER PAYMENT PLANS?

Yes! Payment plans are offered on products $200 or more. Check the product page to see where this is offered. 

 

IF A PRODUCT SELLS OUT OR I MISS THE PRE-ORDER WINDOW, WILL IT BE MADE AVAILABLE AGAIN?

At this time, in order to keep items exclusive, once pre-orders have been taken and the order has been sent to the manufacturer, it is not likely we will offer the exact same product a second time. Subscribe to our Newsletter to stay current with our newest product offerings.  

 

WHY DON'T I SEE DARK HORSE COMICS, GRAPHIC NOVELS, OR ART BOOKS BEING SOLD ON THIS SITE? 

Dark Horse Direct only sells exclusive, high-end products and collectibles at this time. We'll be looking to add exclusive printed collectibles in the future. Please visit www.DarkHorse.com if you are looking for updates on the best comics in the business. 

 

WHAT'S THE DIFFERENCE BETWEEN DARK HORSE DIRECT AND DARK HORSE DELUXE

Dark Horse Deluxe will continue to sell quality products in the stores you know and love. Dark Horse Direct will sell high-end, exclusive products only through our site (Direct.DarkHorse.com), delivered right to your door. 

 

Don’t see what you’re looking for? Contact directhelp@darkhorse.com with inquiries.