FAQs

Payments

How do I pay?

Payments can be made in full by credit or debit card, PayPal, ShopPay or over 4 installments with Klarna.

What is Klarna?

Klarna allows you to checkout and pay over 4 installments interest free. There is no catch with this. No hidden fees. You only need to make the first payment when you checkout then pay the remaining 3 installments over time.

Shipping

Where do you ship to?

We ship to the United States and Canada.

Orders for delivery to Hawaii, Alaska and Canada are not eligible for flat rate shipping or any free shipping offers due to the high shipping costs.

Shipping to Canada

When placing orders from within Canada, we recommend you choose the “Actual Shipping Costs” option.

We are providing the UPS live rates to provide you with a gauge of what the prices will be. Please know that UPS does charge additional fees for handling your order through Customs.

Who do you ship with?

We use USPS and UPS for shipping.

When can I expect my order to be shipped?

On one of our shipping days – that is Monday, Wednesday or Friday.

We have a 2pm EST cut off for orders placed on a shipping days.  If your order cannot be completely fulfilled, for any reason, it will ship on the first shipping day that it can be fulfilled.

Once your order is shipped you will receive an email with a tracking number from our shipping system.

How quickly will I get my games?

If your entire order is in our inventory, we will ship out on the next shipping day. Please see “When can I expect my order to be shipped?” FAQ.

If we have to get any part of your order in from our suppliers, we ask for you to be a little patient. It takes a few business days following your order for the games to arrive to us.

If your order contains a pre-order, please see “When will I get the game I preordered?”

How will I know my order has shipped?

Once your order is packed and prepare for shipment you will receive an email with a tracking number from our shipping system.  Once you have that you will know your order has been shipped.

When are "In Stock - Available at Supplier" games ordered?

If you place an order that includes products listed as “In Stock – Available at Supplier”. These will be added to the next order. Orders are submitted to the supplier on Fridays at 6pm EST. 

If you place an order after that, it will be added to the next order.

Games

When will I get the game I preordered?

As fast as possible – we promise!  We usually get our preorders just a couple of days before the launch date.  We will then pack and ship as fast as we can. Preorders will be fulfilled on a first ordered – first shipped basis, so get your preorder in early.

What is the release date of the game I preordered?

The best place to check this information is on the publisher’s website. We will keep the site up to date with the upcoming release dates as we get them. There will also be lots of information in our newsletter – sign up here – or check out our blog.

What does it mean when a products says "In Stock - Available at Supplier"?

This means we do not have inventory for that product onsite and it will be ordered from our supplier.  We hold limited inventory onsite but have great relationships with our suppliers and can get product delivered to us very quickly, within a few days. When you place an order for one of these products it will be ordered from our supplier and sent to you as soon as we receive it.

Stock levels are very dynamic. It is possible that our suppliers will be out of stock between the last update of our website and your order. In this case, we will contact you immediately to discuss the situation.

What do I do if the game I ordered is missing a piece?

If the game is an Asmodee game, let us know by email us at hello@detectivehawkgames.com. We will follow up with you to let you know how we can get you those items you are missing.

When reporting a missing or defective piece, please make sure to include:

  • Your order number;
  • Name of the game;
  • Description of the piece that was missing or defective;
  • A photo of the defective piece.

Asmodee requires us to submit this to get your replacement piece.

Once we receive the missing piece we will ship it to you for free.

You don't have the game I want, can you get it for me?

We can try!  Drop us a message in the Contact Us and we will look into it. 

How do you decide what games to review?

We review what we think is interesting.  That’s kind of the only criteria…

Want to know what we think of a particular game?  Ask us to review it by sending a message in the Contact Us.

Prices

What is the crossed off price in your store?

This is the Manufacturer’s Suggested Retail Price (MSRP). We often sell for less than the MSRP and we only sell at or higher if there is a restriction placed on us by our distributors.

DH Prices Vs eBay Prices

You may have noticed that Detective Hawk Games has a store on eBay. You will also notice that only a select number of products are listed there and they have a higher price than here on our store. eBay charges 12.55% per sale toward their platform fees. The price is higher on eBay to compensate for this fee. Purchasing directly on our site is always the best option. We are a new site, so eBay is a way for us to reach a wider audience as we start out.

Coupon Code

Can I use a coupon with the free shipping offer?

Yes! Free shipping is based on the number of items in your cart, so you can stack on a coupon if you are lucky enough to have one.

I have a coupon code, how do I use it?

Awesome! Just add your products to the cart and add the coupon code (don’t forget to click the “Apply coupon” button) then checkout.

If your code is valid, you will see your amazing discount in the Cart Total and you are good to go! If the coupon is not valid a message will be displayed at the top of the cart page.

Newsletter Welcome Coupon code

First, Thank you for being a newsletter subscriber! We hope you find the information in the newsletter helpful!

The 15% off one item coupon in the Welcome email is designed to be used once per household. We do cross reference orders to ensure this offer is not used multiple times.

If it is found that you have used this coupon with another email address, your order will be canceled and a full refund will be issued.

This coupon code is meant to grow our customer base as we are a small company. We do offer other coupons throughout the year, that we encourage you to take advantage of.

We simply ask that you respect this coupon for what it is and not use the coupon multiple times with different email addresses.

Orders

I need to cancel my order, how can I do that?

Send us an email at orders@detectivehawkgames.com if you need to cancel. Please see our Refund Policy for more details on when you can cancel or return an order.

When will I receive my order?

Check out our shipping FAQs for more info.