Frequently Asked Questions
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.
Dark Horse Direct sells exclusive, high-end products, collectibles and fine art prints. Please visit the Dark Horse Comics website if you are looking for updates on the best comics in the business.
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, delivered right to your door.
Purchases
Payment for your order is collected in full upon checkout. This will secure your order placement.
If making a purchase through a payment plan, your deposit and payment plan usage fee will be collected upon checkout.
Shipping Windows can be found on product pages under Additional Details and Dimensions.
If you are waiting for a pre-order item, we will reach out when they are close to getting shipped.
If you ordered an In-Stock item, please allow up to 1 week for processing prior to shipment.
If your order is on payment plan, your item will ship once all payments have been made and the item is in stock.
If the order has already been processed for shipment we are unable to proceed with a cancellation as the item is already with the courier.
For In-Stock orders you have a 24 hour period to cancel your order if it has not yet gone out for shipment. After 24 hours, you will be subject to a 10% Cancellation Fee in addition to a 10% Restocking Fee.
For Pre-Orders orders you have a 72 hour period from order placement to cancel your order. After 72 hours, you will be subject to a 10% Cancellation Fee.
For Payment Plan orders you have a 24 hour period from order placement to cancel your order. After 24 hours, the Non-Refundable Deposit (NRD) and the 5% usage fee are non refundable.
To cancel an order please contact directhelp@darkhorse.com
You may login to your Dark Horse Direct account to see your order status.
A pre-order means you are placing an order/ making a purchase for an item that is not yet in stock. These items will ship to customers at a future date identified on the product's page.
By placing a pre-order for a limited edition Dark Horse Direct item, you are ensuring your order placement as pre-orders often sell out well before they are available to ship!
Please get in touch with us at directhelp@darkhorse.com within 10 business days of receipt of delivery of your item with the following information: the condition of the product as well as pictures of the damage, packaging, certificate of authenticity (if applicable), and shipping box.
We can then determine available options for you.
Since we sell limited run items, an exchange/replacement may not be available.
Please see our Returns Policy for further information.
International Purchases
As long as an individual item does not have any licensing restrictions in a particular country, we do ship worldwide.
If you are unsure, you would be notified during the checkout process if any particular item could not be shipped to you.
International customers are responsible for any customs duties, taxes, and applicable import fees.
Dark Horse Direct does not charge nor collect on customs duties, taxes, and applicable import fees as these fees are billed and set by your country's customs and importation regulations.
These fees are billed to you and set by your country's customs and importation regulations. If you would like to learn more about these fees, we suggest that you contact your customs office for assistance and clarification. If you have additional questions or concerns regarding the bill, please contact the courier directly and/or your local customs office for further assistance.
Payment Plans
Yes! Payment plans are facilitated through Partial.ly* and may be offered on products $100.00 USD or more at the discretion of Dark Horse Direct. If a Payment Plan option is available for a specific item, this will be indicated on the individual product page.
*Please note that at this time payment plans are currently available for US, UK, Canada, Mexico, Australia, France, Germany, Poland, Spain, and Italy residents only. Do note, there is a 5% usage fee applied at checkout for using this service. We are looking to provide this option for more customers and apologize for the inconvenience this may cause. Existing Payment Plans through our previous solution are not affected.
Only items on payment plan will require a Non-Refundable Deposit and Non-Refundable Payment Plan Usage Fee. These amounts will be identified when checking out via Partial.ly as Down Payment due today & Payment Plan Usage Fee. Deposit amounts and usage fees are always collected with the first installment payment.
You can update payment information as well as your shipping address right on your Partial.ly account page.
You can check out these helpful instructions on Adding and Updating Payment Methods if needed!
An order on payment plan, will ship once all payments have made and the item is in stock.
Shipping Windows can be found on product pages under Additional Details and Dimensions.
If you completed your plan before the item is available in stock, we will reach out when they are close to getting shipped.
If you completed your plan on an In-Stock item, please allow up to 1 week for processing prior to shipment.
If your payment is past due or your plan has defaulted, please complete your payment via your Partial.ly account as soon as possible. You can also get in touch with us right away at directhelp@darkhorse.com.
Past due and defaulted plans will be at risk of cancellation.
Plan Defaulted FAQ
Our customer service team will assist you as best we can. However, we recommend checking out the Partial.ly Help Page for any general assistance or contact Partial.ly Support.
Products
Variant comic bundles are an exclusive variant comic bundled with a high quality print of the variant cover. Display the art and read the comic!
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.
Statues and statuettes on Dark Horse Direct are made out of high quality polyresin.
Figures on Dark Horse Direct are typically made out of PVC.
Order Tracking
Once your order has been prepared to ship, you will receive an email with tracking information.
Customers are responsible for monitoring their order tracking information, including expected delivery.
- 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
- By USPS Informed Delivery shipping tool
- 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
- By UPS My Choice shipping tool
- FedEx Website
- By phone at 1-800-463-3339 (USA)
Additional contact numbers - By FedEx Mobile App, available on iPhone and Android devices
- By FedEx Delivery Manager shipping tool
Shipping
To update your shipping address you will need to reach out to us directly at directhelp@darkhorse.com.
Updating your address on your account will NOT update the address on your order.
Be sure to update your shipping address before your order receives a tracking number!
Shipping Windows can be found on product pages under Additional Details and Dimensions.
If you are waiting for a pre-order item, we will reach out when they are close to getting shipped.
If you ordered an In-Stock item, please allow up to 1 week for processing prior to shipment.
Cancellations
If the order has already been processed for shipment we are unable to proceed with a cancellation as the item is already with the courier.
For In-Stock orders you have a 24 hour period to cancel your order if it has not yet gone out for shipment. After 24 hours, you will be subject to a 10% Cancellation Fee in addition to a 10% Restocking Fee.
For Pre-Orders orders you have a 72 hour period from order placement to cancel your order. After 72 hours, you will be subject to a 10% Cancellation Fee.
For Payment Plan orders you have a 24 hour period from order placement to cancel your order. After 24 hours, the Non-Refundable Deposit (NRD) and the 5% usage fee are non refundable.
To cancel an order please contact directhelp@darkhorse.com
Convention Exclusives
Please see individual Convention Exclusive Product Pages for specifics per item.
Each Convention Exclusive has limited per-customer quantities.
All sales are final on Convention Exclusives. No returns, refunds, or exchanges are available.
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.
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.
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!
Convention Exclusive orders may be canceled within 24 hours of order placement. Order cancelations are subject to a 10% cancellation fee. Cancellations are not possible after 24 hours.
Order fulfillment on Convention Exclusives will take place 1-2 weeks of order placement. All customers will receive an automated update once their order has shipped, to the email address provided during Checkout.
Rewards Program
Click the pop up on the bottom right corner that says “Rewards.” Click on “Join Now!” and follow the instructions to sign up for exclusive rewards from Dark Horse Direct!
Points are acquired with every new purchase you make, on your birthday, liking and following us on social media, and for referring friends! Save up points for even bigger rewards!
No! Our rewards program is a thank you from us to you and is designed to reward our loyal customers with perks for every purchase you make.
