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Frequently Asked Questions


  • What are your hours of operation?
Office Hours are Monday-Friday, 3:00pm -11:00pm Eastern, excluding US holidays. The best method of contacting us is through the contact page, or by email. If using phone we only accept TEXT.
Website is open 24 hours a day 365 days a year!

Text Only: 260-804-9047
Website: CONTACT US

Product Availability


  • I seen and item or am looking for an item but it is now missing from your site? Are all the items on the site available?

When an item you may have browsed is no longer listed on the website, this means that unfortunately it is out of stock! Not all of our items can or will be resupplied! Many are limited pressings or special editions and will never be re-stocked. If you see something you want ORDER IT or risk loosing out on being able to get it!

Our website reflects our current stock of CDs, Vinyls, Tapes, DVDs, Shirts, Patches, Posters, Magazines & Books.

However, items ordered are deducted from the stock only upon validation of the order with payment in full. Thus, an item available in limited quantity can be ordered by several people before the site is updated. Which means our site is ran on a first come first served basis. In the case that an item goes out of stock when in the order process our website will display an out of stock notification and not allow you to purchase that out of stock item. Any order that does by chance process with an out of stock item will be refunded. We can also add alternatives! Just ask! CONTACT US

Our website and stock information are updated on a daily basis. However, an item or two can slip through the cracks of our stock of over 5000 items!

Please use our contact page or sign into  My Account for information on order progress and out of stock items. You can also use this link to CONTACT US

In order for your information request to be handled with maximum efficiency, please include the following details:

  • Your Name
  • Order Number (if applicable)
  • Band's name
  • Album's name
  • Format / details (CD, Digipak, DVD, T-shirt, size, etc.)
  • Or maybe a link directing to the item you are looking for...

Payment Methods


  • What payment methods do you accept?
We accept all major Credit Cards including: Visa, MasterCard, Discover, American Express, Diners Club and PayPal.
We also accept Money Order, Cash (through mail-at your own risk!)  Western Union Money Gram, and Bank Wire Transfer ($15 Fee for using Bank Wire!).All payments must be made in US dollars.

  • How to pay by credit card...

Payment by credit card is done through our https:// secure payment gateway powered by SHIFT4SHOP or by PAYPAL. This is your choice at checkout.

You can also choose to checkout as a guest without leaving any data with us or you can choose to create an account with all data safely stored by our https:// secure website. This way you do not miss out on any current News or Stock updates. However, the choice is yours.

Once chosen the payment account is charged upon validation of the order or pre-order into our system. Shipment occurs only after payment completion and or release date of pre-order item.

Refunds of any kind are processed through the medium of payment selected by the customer, depending on the method chosen by you at check out.. Our payment gateway (SHIFT4SHOP) directly refunds credit to your card account balance / (PAYPAL) directly credited to your PayPal account balance or card depending on option selected.

  • Payment by PayPal...

Payment can be made through PayPal, with or without, an account with them or us as well. Your email address will be stored by us for order tracking, etc...

Any refunds will be processed via PayPal when choosing this method.


Shipping Methods and Shipping Cost



DOMESTIC - US orders ship with your choice of USPS, UPS, or DHL
INTERNATIONAL - We now offer some of the cheapest international shipping rates available with the USPS partner GLOBALPOST through Stamps.com. For more info click this link.

  • How much does shipping cost?
The cost of shipping can vary greatly depending on the particular items you'd like to purchase, the location where you'd like your order shipped, and the type of shipping service that your prefer. You can get a quick shipping & handling estimate by putting the items in your cart, then supplying some address information on the View Cart page. We'll show you a number of options. During the actual checkout process, you can choose exactly which shipping method works best for you.
  • Parcel tracking and choice of the shipping method

During the ordering process you can choose among a selection of various shipping methods. You can also contact us if you wish to use another parcel service. CONTACT US or email us at: [email protected]

Most packages that leave our facility will have a tracking number that can be followed at the USPS tracking page here:
https://tools.usps.com/go/TrackConfirmAction_input

We will provide a link to any other Shipping Companies you choose live tracking.

Delivery times will vary according to the the option you choose. Inside USA usually 1-2 weeks, Outside USA 2-4 Weeks.

  • Shipping cost calculation

Our shopping cart calculates shipping by weight and service.

The shipping costs added to the total of your order depend on several criteria:

  • the weight of your order
  • the delivery address
  • the delivery mode
  • domestic inside USA
  • international outside USA
IMPORTANT!
ALL PAID ORDERS ARE PROCESSED AND SHIPPED USUALLY WITHIN 24 HOURS.
CERTAIN EXCEPTIONS APPLY (Money Order, Western Union, Cash in Mail) ARE PROCESSED AND SHIPPED WHEN DHR RECEIVES THE PAYMENT.

PLEASE KEEP IN MIND YOU SHOULD KNOW WHAT YOU ARE BUYING! WE DO NOT ACCEPT RETURNS BASED ON TASTES!
WE ALLOW RETURNS ON DEFECTIVE/DAMAGED ITEMS OR WRONG ITEMS RECEIVED BY MISTAKE (The defective/damaged or wrong item must be returned to us before they are replaced!)

INTERNATIONAL SHIPPING
HERE IS HOW IT WORKS...
GLOBALPOST is a COURIER service via stamps.com that uses the USPS as a logistic intermediary offering competative discounted International rates (Some of the best rates we have found). Your Mail Order package is delivered via USPS to the GLOBALPOST sorting facility. GLOBALPOST then delivers your parcel to your country's post office. It is then delivered by your local postal service. Every package has a tracking number via email,  weblink or from your DARK HORIZON ACCOUNT. You can track your package through every step of it's journey. However, please have patience as some postal systems outside of the USA can experience delay.

Average travel time is normally 3-4 weeks for delivery from USA to Europe/Asia/South America/Canada/Mexico. Please be patient, as pandemic delays have wreaked havoc on ALL worldwide postal services. You will get your parcel, please be civil and patient.

RATES: THE MORE YOU BUY, THE MORE YOU SAVE ON INTERNATIONAL SHIPPING COST.
There are flat rates up to a certain weight limit. For instance, buying upto 5 cd/lp/tape/shirt costs the same for shipping as 2, 3 or sometimes upto 4 items. Up to around 4 lbs. Please keep this in mind as you browse our store. THE MORE YOU BUY, THE MORE YOU SAVE ON SHIPPING COST.

Canada & Mexico can be slightly cheaper than the rest of the world.

EXAMPLES

1 CD/TAPE equals roughly 4-10oz $13.78
You can ship up 5 tapes or CDs, mix and match for $23.28
As you add items to your cart you can refresh the shipping rate before checkout by clicking the "Proceed to Checkout" button and checking the shipping options section again. To keep shopping simply click the DHR logo at the top of the page to return to our home page and continue browsing.

The best and most accurate way to place and order and check shipping is to create an account with us before you order. This allows you an easy way to save the items you want in your personal shopping cart, check shipping rates and options to receive 100% accurate shipping cost. Click here to CREATE A DHR ACCOUNT

You can also email us with your want list at: [email protected]

DOMESTIC SHIPPING
To obtain an estimation of the DOMESTIC (inside USA) shipping cost for your order please do the following. Once all the selected items have been added to your cart, simply click on the "Get a quote" link within the "My Cart" area located on our checkout page. You can also click the "Proceed to checkout" button on the "My Cart" page scroll down the page and check the shipping options that are generated. To continue shopping click the DHR logo at the top of the page to return to our home page to continue browsing.

The best and most accurate way to place and order and check shipping is to create an account with us before you order. This allows you an easy way to save the items you want in your personal shopping cart, check shipping rates and options to receive 100% accurate shipping cost. Click here to CREATE A DHR ACCOUNT

When placing a larger order with multiple CD's, Vinyl Records, Shirts, mixed items ect, the Dark Horizon Records website shopping cart obtains real time rates from our shipping service providers. USPS, UPS, DHL.

Order Information


  • Status of the order

New / Processing:
The Processing status means your order is about to be shipped. All required conditions have been completed. Payment is complete and your parcel will be sent soon.

New / Processing / Pre-order:
The Pre-order status means your order includes at least 1 item on pre-order. Your order will not be shipped before this item is available. You will be notified by email when your pre-order is shipped.

Complete:
The Complete status means your order has been shipped with tracking.

Cancelled:
The Cancelled status means your order has been cancelled / voided from our system and refunded (when necessary). We will inform you of any refunds / store credit by email.

  • When will my pre-order be sent?

We aim to send all pre orders so they arrive within the first week of release date but sometimes due to the unpredictable nature of production and shipping delays this may vary.

If your pre order contains any items that are currently in stock, those items won't ship until the entire order is ready to ship!


Returns / Order Mistakes


  • An item is missing from my order! I got the wrong item! What the fuck is this?

An email listing the items you are to receive is sent to you by email when your order is shipped. Make sure to check your email and order info. We ship usually within 24 hours. When ordering check your EMAIL!

Please CONTACT US to inform us of any other concern regarding the receipt of your order.

  • The item does not match my tastes

Returns are possible but are subject to conditions. So always contact us before returning and item!

  • We accept returns of damaged goods! CONTACT US Let us know the specifics and condition of the damaged item or items. Return fees are supported by the customer and the shipping cost of the replacement product will be at our expense.
  • If the item you received does not match your order, please CONTACT US. Upon reception of your return parcel, we will send you the item you wished for at our expense. You will also be compensated for the shipping costs of the return by way of store credit.
  • If you made a mistake during your order, we will accept the return of your item but will not support any extra shipping costs. We will send you the item you asked for upon reception of the mistakenly chosen item. Possible payment changes happen by way of refund or an additional payment being requirement.
  • MAKE SURE TO PACKAGE YOUR RETURN ITEM WELL! ****VINYLS SHOULD BE REMOVED FROM THEIR COVERS AND PACKAGED TO OUR STANDARDS OR YOU MAY LOOSE YOUR STORE CREDIT WITH US DUE TO DAMAGE FROM RETURN SHIPMENT! BE SMART JUST THROWING THE ITEM INTO A BOX WILL NOT WORK FOR US!

Website


  • Suggestions and Technical Issues

In case of any type of technical problems, incorrect information, missing images or if you encounter any others errors while browsing our site please let us know at the provided contact page. Please be specific so the problem is easily addressed and fixed.

For any other questions CONTACT US



RETURNS & PAYMENT MAILING ADDRESS:
DARK HORIZON RECORDS
6435 WEST JEFFERSON BLVD. #666
FORT WAYNE, INDIANA 46804
Dark Horizon Records
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