Pre-Ordered Products

Expected shipping dates for Pre-Order Products are noted on each product page, under Additional Details and Dimensions. These dates are subject to reasonable delays in manufacturing and/or delivery to our warehouse. Upon delivery of product to our warehouse, pre-ordered items can take anywhere from 1-2 weeks to process and ship to customers. If there is a high volume of product received, pre-ordered items can exceed 1-2 weeks to process and ship. Reasonable updates will be communicated from our team for any shipping updates.

Pre-orders will enter pre-shipment before being picked up by the courier. Pre-shipment means that the item is going through the last part of preparations for shipment. During this time you will not see movement of your item via your tracking number. Please allow 1-2 weeks for pre-shipment before your item is picked up by the courier, at which time your tracking information will update.

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.

Updating Your Shipping Address and Contact Information

To update your shipping address or contact information you will need to reach out to us directly at Updating any information on your account will not update that information on your order. Please update your shipping address or contact information before your order receives a tracking number to help prevent delivery issues.

Signature Upon Delivery

Signatures are not required upon delivery; however, 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 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 

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.