FAQs

How can I contact you?

You can contact us anytime by email, messenger or phone. Please see the contact tab for details.

Where are you located?

Our main office is located in Perth Western Australia and we have warehouses in Perth and Melbourne.

Are all items in stock?

Stock and Availability shown on this site is for your reference only. While we strive to provide the most accurate and timely stock and availability information, this information may become out of date and may change between the time you added an item to cart and the time your order is received. In this instance you will be contacted by email and may be offered a refund, pre-order option or store credit. 

Are the prices set or negotiable?

Our prices are not negotiable, however we regularly run specials and discount codes that can be used in our store. Our prices are subject to change without notice.

Do you have a store or showroom to view products?

Showrooms and stores are costly to run, maintain and staff and these costs are almost always passed on to the customer in retail situations.  We do not have a showroom or store front and pass that saving straight on to you with quality products at the lowest prices.

Is purchasing via Darkhorse Creation's website safe?

Yes, Darkhorse Creations uses SSL (secure sockets layer) encryption to ensure our customers can shop with confidence. You can confirm this by checking for the SSL locked padlock icon, in either the status bar at the bottom of your web browser, or right next to the URL in the address bar (depending on your browser.) Websites secured by SSL can also be confirmed by checking the URL start with HTTPS:// instead of just HTTP://

What does pre-order or expected dispatch date mean?

Due to high demand, some of our product may be sold out before the next shipment arrives. You can order these items in advance to avoid missing out again. Sometimes exciting new products will be launched on pre-order before the first shipment arrives. The expected dispatch date is an estimated date of when we start dispatching orders of that product and can be up to 30 days from when the product was sold out . Sometimes orders will be dispatched sooner, and sometimes later, depending on the shipment status, port congestion, weather conditions and other factors relating to the international shipment. We will contact you if there are any delays. Please note when placing an order of multiple items which include pre-order  products, your items will be dispatched as  they are available, so may not arrive all together

How much is shipping?

Shipping from our warehouse to your door is free for most areas of Australia (please see our Shipping tab for remote postcodes which are not covered by free shipping and contact us directly for a quote prior to placing your order)

What payment method do you accept?

We accept Paypal, credit card payments and Afterpay via our online checkout

Is Lay-by available?

Lay-by is not available, however we offer Afterpay which allows you to by now and pay your purchase off with fortnightly, interest free installments 

What if I’m not happy with my purchase?

We hand pick and stand behind our products 100%, so if you are not completely happy with your item once it arrives, we will happily refund or exchange the product for up to 14 days (Please see Returns Policy for more information). 

Can I pay on delivery?

We utilise independent Freight Service Companies to deliver your order, so payment on delivery is not available

Where do you ship to?

Currently we only ship within Australia. There are some remote areas of the country that we are unable to reach, so please see our shipping tab for a list of these postcodes.

How is my order being sent?

Your order will be shipped via Australia Post, Fastway, or Allied Express depending on the size and weight of the item. A tracking number will be emailed to you once your order has been dispatched.

Can I use my own delivery service?

We only use our nominated carriers for delivery.

Can I pay/pick up my item from your warehouse?

Our warehouses do not have payment facilities or customer service staff to facilitate pickup.

Do you offer a warranty?

All our products are covered by a 12 month manufacture warranty, unless otherwise stated in the product description. (Please see the Warranty page for detailed information)

When will my item be dispatched?

Dispatch can only take place once your payment has cleared. We try to dispatch all orders as quickly as possible, however please allow up to 48 hrs. 

Can I cancel my order?

Orders can only be cancelled if the item has not been dispatched from our warehouse.

How long will it take to receive my order?

Most orders to metro areas will be received in approximately 3-5 working days after dispatch.

Large, heavy or fragile orders and delivery to areas outside the metro area may take up to 14 days from dispatch. 

Please note that Public holidays in different states and the festive season may extend delivery times.

Please note shipping times are estimates and once your order is dispatched to the freight carrier, we are unable to control delivery. You will be notified of the tracking number and freight company once your order has been dispatched.

Can I set the time and date for my delivery?

We unable to guarantee a delivery on any specific dates or times as this is falls under the logistics of the freight company. Once your order has been dispatched, you will be notified by email with the tracking number and freight company.

Where can I find the delivery information for my order?

Tracking information will be emailed to you once your order has been dispatched, you can then track your order via the Couriers website.

Can I pay/pick up my item from your warehouse?

Our warehouses do not have payment facilities or customer service staff to facilitate pickup.

Do you offer a warranty?

All our products are covered by a 12 month manufacture warranty, unless otherwise stated in the product description. (Please see the Warranty page for detailed information)

What should I do if there is a part missing?

Please ensure you have checked the packaging thoroughly as small components can become loose during shipping. If there is a part missing, please contact us immediately.

Refund and replacement

Refund and replacement generally take up to 2-5 working days to process once your return is received. We will notify you by email once it has been completed. Please note that a restocking fee will apply to large orders and bulky items due to size and weight requirements.