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.

 

Please see bottom of page for Dark Horse Comics Convention Exclusives FAQ

 

WHAT ABOUT INTERNATIONAL PURCHASING?

We are now extending our shipping services World Wide* for ALL CURRENT PRODUCTS!

*Due to licensing agreements, some restrictions apply. Please check the respective product page and select your shipping country (and applicable state/province) to determine if the item can be shipped to you.

** For our international customers – Please keep in mind that you are responsible for any customs 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.

 

SHIPPING

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. 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.

Signatures are not required upon delivery; however, if a customer would like to request this 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. 


Dark Horse Direct is not responsible for orders that are lost and/or stolen after confirmation of delivery if a signature was not collected at the time of delivery and/or the service was not requested by the customer prior to the order shipping.

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). 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

     

    PRE-ORDERS

    Payments for pre-order items will be collected at the time of checkout. 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 on payment plans will require a Non-Refundable Deposit. This amount 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.

     

    EXCLUSIVE VARIANT COMIC BUNDLES

    All bundles are quality checked prior to shipping. As each variant comic bundle is bagged and boarded, there may be some signs of handling. Once the order has left our warehouse, Dark Horse Direct cannot and does not guarantee that these bundles will arrive in a grade-able condition of any kind. If your item arrives damaged, please contact us at directhelp@darkhorse.com with photos of the damage(s) and proof of purchase. We can then determine if your order is eligible for a replacement or exchange.

     

    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 request to cancel a pre-order for a 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 and receive a full refund on your pre-order. If a NRD is not required, you will have a 72 hour grace period to cancel and receive a full refund on your pre-order. Once the grace period has expired and you wish to cancel the pre-order, there will be a 10% Cancelation Fee deducted from your refund, or the forfeit of the Non-Refundable Deposit, and a Restocking Fee of 10% if the item is in stock. Once an item has been processed and prepared for shipment to the designated address, we are unable to process any order cancelations or refunds, and would be subject to our Return Policy.
     
    To cancel an order, or determine if your order qualifies for cancelation, please contact directhelp@darkhorse.com.

     

    HOW DO I UPDATE MY PAYMENT PLAN INFORMATION?

    Please contact directhelp@darkhorse.com if you need assistance updating your payment plans and we would be happy to help. 

     

    HOW DO I CHANGE MY SHIPPING ADDRESS?

    Updating your address via your Dark Horse Direct account will not update existing orders. Please contact customer service at directhelp@darkhorse.com to update an existing order.

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

    • If you placed your order with a payment plan before June 17, 2020 and have not yet completed all payments on the plan, please log into My Paywhirl Account to update your information.
    • If you placed your order with a payment plan after June 17, 2020 OR 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.

    *Please note, updating shipping addresses may incur additional fees.

     

    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 or the item has sold out, it is not likely we will offer the exact same product a second time. If you would like to inquire about being added to a waitlist for a certain item, please contact directhelp@darkhorse.com and we can advise on the waitlist possibility. Subscribe to our Newsletter to stay current with our newest product offerings and email us above with questions.  

     

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

    Dark Horse Direct sells exclusive, high-end products, collectibles and fine art prints. 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. 

     

    DARK HORSE DIRECT :: DARK HORSE COMICS CONVENTION EXCLUSIVES

    Please see individual Convention Exclusive Product Pages for specifics per item.

    Each Convention Exclusive has limited per-customer quantities. 

    All customers are encouraged to thoroughly read product specific information, as well as our FAQs.

    Any questions or concerns with your order must be communicated to our Customer Service team within 10 business days of delivery of your order. After 10 business days, your order cannot be exchanged or otherwise adjusted.

    If a Convention Exclusive sells out, will it be offered again at a later date?
    A reserved amount from our total production run of Convention Exclusives are being set aside to be offered on Dark Horse Direct at this time. Additional amounts of each Convention Exclusive may be offered again at a later date, however this is not guaranteed. Each Convention Exclusive has a set Limited Edition Quantity, which will not be exceeded.

    Why are Convention Exclusives now being offered online?
    Dark Horse Comics and Dark Horse Direct have teamed up to offer some Convention Exclusives online at this time to hopefully bring a small part of the “Comic Convention Scene” to fans at home. As we are all missing the camaraderie and excitement that goes along with live in-person conventions, we wanted to do our part to offer something to our fans at home!

    When will my order ship?
    Order fulfillment on Convention Exclusives will take place within 5-7 days of order placement. All customers will receive an automated update once their order has shipped, to the email address provided during Checkout.

    I live outside of the US, can I still order Convention Exclusives?
    Convention Exclusives are available to ship to most countries, some restrictions apply.

    What if my order arrived damaged?

    All Convention Exclusive orders are quality checked before being packaged and shipped from our facilities. However, once an order has left our warehouses, we are unable to monitor the shipping process. Orders may incur minor damages during shipment. If your order has arrived damaged, please contact us at: directhelp@darkhorse.com with photos of the damage(s) as well as proof of purchase. We can then determine if your order is eligible for a one time exchange.

    Return shipping costs will be invoiced to the customer for any exchanges. Orders must be return mailed to us before replacement items will be sent. Please note, Dark Horse Direct reserves the right to decline any exchange request. Other fees may apply.

    ORDER CANCELATIONS
    Convention Exclusive orders may be canceled within 24 hours of order placement. Order cancelations are subject to a 10% cancelation fee. Cancelations are not possible after 24 hours.

    RETURNS
    Convention Exclusives may not be returned. Unauthorized returns are subject to a $20 processing fee. All Convention Exclusive sales are final.

     

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