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Frequently Asked Questions


  • What are your hours of operation?
Office Hours are Monday-Saturday, 10 am-6pm Eastern, excluding US holidays.
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 your 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 :

  • 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...
  • Your Name
  • Order Number if applicable

Payment Methods


  • What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, and PayPal. 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 STRIPE 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 (STRIPE) directly credited to your card account balance / (PAYPAL) directly credited to your PayPal account balance. Depending on the method chosen by you at check out.

  • Payment by PayPal...

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

Any refund for unavailability of items will be processed via PayPal when choosing this method.


Shipping Methods and Shipping Cost


  • 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 USPS shipping methods. You can also contact us if you wish to use another parcel service. CONTACT US

All 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

Delivery times will vary according to the the option you choose. You can get a good idea of the time frame when selecting the shipping option during the ordering process.

  • Shipping costs calculation

We want to get you an accurate shipping weight and cost. Orders over a few CD's or more than one LP please contact us for current weight and accurate shipping cost! We can easily adjust the shipping cost on your order before, during or after you pay. CONTACT US

We must factor in the number of items and packaging material to get the most accurate weight and shipping cost.

Our shopping cart calculates shipping by weight but can be off now and again due to weight of packaging materials and number of items ordered.

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

To obtain an estimation of the shipping costs of your order, once all the selected items have been added to your cart, simply click on the "Get a quote" in the "My Cart" area located on our checkout page.

You can also create an account with us before you order allowing you an easy way to save the items you want in your cart and then contacting us for a 100% accurate shipping cost. CREATE ACCOUNT

When shipping multiple CD's, Vinyl Records, shirts all mentioned combined the weight value within the cart can be off! We suggest getting in touch with us on orders over 5 items! IMPORTANT if you are an International customer!


  • INTERNATIONAL ORDERS

We suggest all International Orders please create an account and or contact us for 100% accurate weight and exact shipping rates. CONTACT US

You can also use the get a quote option at checkout.


Orders 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!


Delivery


  • 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.

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.

  • 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 are possible refund or additional payment requirement.

Website


  • Suggestion 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


SHIP TO:

DARK HORIZON RECORDS
6435 WEST JEFFERSON BLVD. #666
FORT WAYNE, INDIANA 46804
USA

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