Frequently Asked Questions

Most Frequently Asked Questions

1. How do you handle back-orders and out-of-stock items?

   Our system does not currently handle back-orders well, so all orders are shipped complete. If your order contains an out-of-stock item or items, the order will be held until the item(s) have been restocked. If we are unable to obtain a restock within the time estimate given for the missing item(s) on the website, the balance of your order will be shipped as soon as it has been determined that we are unable to resolve the no-stock situation, the item(s) that could not be restocked are then dropped from the order. Once the order has been shipped, a credit will be issued to your account in the form of a credit voucher for the purchase price of any items that were dropped from the order/shipment.

   It should be noted that if we do incur an unexpected out-of-stock scenario, which rarely happens, we will always attempt to communicate with you (either by phone or email) about the cause and possible solution, typically we can provide a substitute(s) and get your order out the same or next business day!

2. LIKE US?

   Since we no longer maintain any social media accounts, the best thing you can do if you like our service or doing business with us, would be to tell your gaming friends and encourage them to give us a try as well.

Common Questions

1. What happens if I'm owed a refund but the card or payment method used is no longer valid?

   Your refund will be converted to a store credit in the form of a voucher that you can use on any future purchase(s). This process is not reversible and will be done automatically.

2. I see an item that does not have the "Add to Cart" button/option - why can't I order it?

   Because our system does not handle back-orders, and some of our products take longer than 30 days to be restocked, you can only order those items when we actually have stock. This helps us to ensure that your order is more likely to be filled 100% than to have items dropped from your order(s). For these items, you can elect to be notified by email when the item has been restocked by entering your email address in the "Notify me when available" box near where the "Add to Cart" button can usually be found. This also helps us to know what to order, especially if the item comes from a vendor with a large minimum order requirement.

   HINT: Also place the item in your wish-list with the quantity that you want - if the item appears in the notifications AND the wish-list reports, it will likely receive priority when the next purchase is made from the vendor that supplies the item(s) as we constantly review this data.

   HINT: We now use the email notification feature to backfill purchase orders where necessary with a priority given to notifications that contain a customer number (we can't see "who" has placed the notification in our system, only for what and when), so it's best to login (or create an account) to ensure that your requests can be given priority over non-customer requests in the purchasing process. While we would like to fill all requests, unfortunately there are times when we need to trim a purchase order and those requests without customer numbers must necessarily be given a lower priority when this condition occurs.

3. I see an item that says it is a Special Order Item but your website shows it is in stock...
   Can I order this item without delaying the rest of my order?

   When processing special order items, every once in awhile a delay occurs in the stock update and a Special Order Item intended for another customer order will show as being in stock. This should only be a momentary condition, but we suggest that you wait for at least one hour and then check the item status again. IF the item still shows it is In-Stock then your order should not be delayed if it contains that item. Should there be an issue with a Special Order item, we will contact you immediately upon discovery with the options available regarding the item and/or the order.

4. Why do you ask for my gender and birthdate?

   We appreciate your loyalty and the trust you place in us in fulfilling your gaming and hobby needs, and as a token of our appreciation we provide a Thank You gift on that special day, and without your birth-date we have no way to provide that gift to you. Of course, you can choose to provide an "alternate date" or just leave it blank if you do not want to receive our special birthday gift to you.

   The gender (and birth-date) question(s) also help us to understand the demographics of our customer base, which provides additional insight to us when purchasing, creating promotions, and making other business decisions.

5. Is my personal / financial information safe?

   Your information is only used to fulfill your order. We DO NOT sell or redistribute your information to ANYONE. Only your profile and order information; billing, shipping, and order contents data are stored on our server. We do not process or store your Credit Card data on or in our systems, as a matter of fact, we never even see your credit card information.

6. Can I place my order and have you ship to a different address?

   The short answer is No. We use PayPal as our payment processor and rely on their seller protection program to fight fraudulent orders. This, unfortunately, requires that EVERY order be sent to a shipping address that PayPal has deemed "safe". If your address does not match the shipping address PayPal has on file at the time of your order, your order will still be shipped to the shipping address provided to us by PayPal regardless of what you enter on our website. We strongly encourage you to make any address corrections in PayPal before placing any orders on our website to ensure your order is processed without unnecessary delay.

7. How will charges appear on my credit card?

   Your credit card may show either DRKHRSHOBBY or DARK HORSE HOBBIES as the vendor when making purchases from us.

My Question was Not Answered

Thank You for your interest in Dark Horse Hobbies and our product offerings. If your question was not answered in this FAQ - please feel free to contact us at "Customer Service" using our online contact form (scroll down to the footer below) with your question and we will do our best to answer. Please be complete, but concise in your question/email so that we can provide a comprehensive and timely answer.

Thank You

Last Update: 8-15-2023