FAQs
Payments
How do I pay?
Payments can be made in full by credit or debit card, PayPal,or with ShopPay and in installments.
What is ShopPay?
ShopPay allows you to checkout and pay over 4 installments interest free. There is no catch to 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 free shipping offers due to the high shipping costs.
Shipping to Canada
When placing orders from within Canada, please choose UPS standard (clearance and duty included). This is flat rate based on the weight of your items and includes the import and duty amounts. We will pay those on your behalf.
Who do you ship with?
We use USPS and UPS for shipping.
How quickly will I get my games?
If your order contains all In-Stock items, your order will ship within 1-2 business days after you place the order.
If your order contains "In-stock, available at the supplier" items, these are ordered on Mondays only. We make one order a week for these items. It takes 3-4 business days for it to arrive in our store and we aim to get orders back out the day after they arrive.
The exception to this last is if your item is in our weekly deals section. We order these items every day based on the days orders. These items take the same amount of time to arrive and if your entire order is made up of weekly deals items or in-stock items, they will ship the day after everything arrives in our store.
All orders that include a mix of items, will ship as soon as all items in the order arrive in our store. We do not ship partial orders.
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 prepared 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" (Non-weekly deals) games ordered?
If you place an order that includes products listed as “In Stock – Available at Supplier,”, but are not part of the weekly deals. These will be added to the next order. Orders are submitted to the supplier on Mondays at 9 EST.
If you place an order after that, it will be added to the next week's order. Please keep that in mind when placing your 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 your cart value, 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
Note: Welcome Coupon code is no longer being given out. We have transitioned to our loyalty program (The Detective Agency). If you previously had a coupon code it must be used before May 31st 2023
First, Thank you for being a newsletter subscriber! We hope you find the information in the newsletter helpful!
The 5% off your order 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.
Please note - Newsletter coupons will expire on May 31st 2023. We have transitioned our codes to our loyalty program in the future. See below.
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.
The Detective Agency - Loyalty Program
What is the loyalty program?
For every purchase with Detective Hawk Games, you will receive 5 Clues for every $1 spent. There are additional ways to earn Clues and several ways to redeem them. Please see The Detective Agency page for more details.
Are the coupon codes combinable?
Regrettably, they are not combinable at this time. This is a restriction put in place by Smile.io, who we are partnering with.
Are there restrictions on the refer-a-friend offer?
Great question! Not specifically on the deal, which, if you don't know, is after purchase, you can give a friend a personalized coupon code for $10 for their purchase. If they use it, we give you $10 off your purchase.
There is one restriction: If it is determined that you are sharing your refer-a-friend coupon code with yourself via two email addresses and you try to redeem the code, both orders (the initial order and the referred order) will be canceled and refunded. We really do not want to do this with your order.
We are a very small business, and we are using both the loyalty program as a whole and the refer-a-friend coupon to grow the business. We appreciate it if you would respect that and help us grow and create a larger community.