Frequently Asked Questions
When will I be charged for my pre-order?
All pre-orders are immediately charged the moment the order is PLACED.
What payment methods do you accept?
We accept all major credit cards: Visa, Mastercard, Discover, and American Express. We also accept Meta Pay and Shop Pay.
We also have Gift Cards available for purchase which can be used in checkout.
Are Gift Cards refundable?
No they are not, all Gift Card purchases are Final Sale.
Can I use a Store Horsemen Gift Card at an in person event?
No. Gift cards are only usable for online purchases on Store Horsemen.
Does placing an in stock item in my cart reserve it for me?
No. Placing an item in your cart does not reserve it for you. The stock is not guaranteed until the order has been completed. This means that certain items may sell out before you check out, even if the item is in your cart already.
Are there purchase limits?
For any pre-order items there are no limits. With some of our in stock items, there may be purchase limits. Please read the item description to see if there are any limits in place for that specific item.
Who should I contact if I have a customer service issue and what information should I include?
If you encounter an issue with one of our items, you can contact us at customerservice@sourcehorsemen.com . Please include your order number and images of the issue (when applicable) as well as an image of your packing slip if one was included.
If you ordered your item through Big Bad Toy Store or eCollectibles, please contact their customer service department for assistance first.
What transactions are covered by Four Horsemen Customer Service?
We cover figures purchased directly through us (either online or at a in person event), or one of our approved retailers. Please note only orders shipped/received in the last 6 months are eligible for assistance.
We do NOT cover purchases made through non approved third parties (for example, a collector purchasing a figure from another collector or eBay). This is because we cannot verify the condition of the figure before purchase. We also do not cover any purchases made on the following marketplaces: Alibaba/Aliexpress, Mercari and Temu.
What types of product issues are covered by Four Horsemen Customer Service?
We cover substantial defects that occur on the production/fulfillment level. These may include, but are not limited to: missing parts, broken parts (either in package or during immediate use) or significant paint error (up to Customer Service’s discretion). In these instances, we will send a replacement part to replace the defective one on your figure.
Please note that we do have a limited supply of replacement parts. Once we are out of that part, we are unable to provide a replacement part for that issue.
What should I do if my product has damaged packaging?
We do not guarantee mint condition packaging. The main purpose of our product packaging is to ensure the figure arrives protected and safe. Slight bends or dings in the outer package are not replaceable issues. That being said, we do strive to send figures in excellent condition, and in instances where the outer boxes are severely damaged and the inner packages become mangled, we will review and replace cards or blister shells when appropriate.
If you are an international customer, unfortunately we do not cover replacement packaging at all. Some customs offices will open items for inspection and damages can occur during those inspections. We cannot control this and it falls outside of our parameters for replacements.
I received the incorrect item. What should I do?
Please contact us at customerservice@sourcehorsemen.com . Please include your order number and images of all items you received, including an image of them in the shipping box and an image of your packing slip if one was included.
When will my order ship?
For all updates regarding shipping dates for upcoming releases please check SourceHorsemen.com. We update it regularly with the most up to date information.
https://sourcehorsemen.com/about/release-status
I ordered in the first few minutes of a sale, so why hasn’t my order shipped yet?
We do not process orders in the order in which they were placed. We process orders based on the order’s contents and other factors. When you placed your order does not determine when it will ship out. At the start of any sale or shipping campaign, we give an estimate of how long we expect the process to take. Your order could ship anytime during that window.
I need to update my shipping address. How do I do that?
All address change requests must be sent via email if you wish to change your address on an order. Simply changing it in your account will NOT apply the change to older orders. Please include your Order Numbers and the NEW address to ship to and email us at customerservice@sourcehorsemen.com
If your order has already shipped, we likely will not be able to alter it. If we can change the address, it may incur a fee which is the customer’s responsibility. This fee must be paid before any address changes are made (when applicable)
Can I alter an existing order?
Order alterations are handled on a case-by-case basis. Altering an order could lead to cancellation fees when applicable, even if it’s a partial cancellation of an order. If the alteration results in more items being added to an order, additional shipping may be required. Please email customerservice@sourcehorsemen.com to find out if your order is eligible for alteration.
Can I combine separate orders into one shipment?
We do not offer the option to combine separate orders. Please make sure your order is correct before committing to a purchase.
Where can I find tracking information?
Tracking information will be sent via email once the package has been picked up and scanned by the carrier. You can also view tracking information for individual orders by logging into your account and viewing each order individually.
Do you ship internationally?
We do ship internationally. Please be aware, however, that we do not collect duties and taxes at the moment of purchase. Those fees are the customer’s responsibility once it has reached their country. We also do not adjust customs forms to show lower values. Please be prepared to pay additional fees once your product has arrived in your country.
My order was returned to sender. What should I do?
Please notify us when your package has been returned to us. If you would like to still receive the order, we will arrange a reshipment. This will require payment for additional shipping.
If you are an international customer and your order has been returned to us, we may also require you to pay for the return shipping we may have been charged for the return to sender. In this case, the customer is responsible for the return shipping fee as well as a reshipment fee. If you decide to cancel your order, the return shipping fee that we have been charged will be deducted from your refund. In cases where the return fee is higher than the order total, no refund will be issued.
Refused shipments will not be refunded or credited in any way. Customs policies vary widely from country to country, and you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
To avoid a delay in receiving your order from customs, we strongly suggest:
- Providing a phone number AND email address where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
- Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
My package is lost/missing. Who should I contact?
First we recommend that you reach out to the carrier to see if they have any additional information regarding the package.
It is important to note that we do not cover stolen packages, Please make sure you have your orders shipped to secure addresses.
If our assistance is required, please contact customerservice@sourcehorsemen.com with your request. Please include your order number and an explanation of the package issue.
Four Horsemen Studios is not liable for products seized or destroyed by customs or other government agencies and refunds will not be issued in such cases.
My order was shipped to the wrong address. What should I do?
First we recommend contacting the carrier and checking with neighbors/similar addresses to see if the package was delivered there by accident. If you have done both of these things and you still have not received your package, please contact us at customerservice@sourcehorsemen.com
If you moved and did not update your order with us and we shipped your order out to your original address, that falls under your responsibility. We do not cover replacements in this situation. To avoid this, please follow the instructions for requesting an address change before an order is shipped.
Can I cancel a Pre-Order before it ships?
Pre-Orders can be cancelled at any time until we begin processing orders. Orders over $500 are subject to a 5% cancellation fee regardless of when they are cancelled.
Can I cancel an in stock order before it ships?
If your order is not in the processing stage, we may be able to cancel the order, however this will incur a $15 cancellation fee. Any cancellation request for in stock purchases are subject to this fee.
Can I return an item I purchased?
We accept returns up to 14 days after the product was delivered. Only items that are new and unopened are eligible for return. All return shipping fees are the responsibility of the customer.
Certain items are deemed Final Sale. Please make sure you read the product description before purchasing an item to see if it is a Final Sale item or not. Final Sale items are NOT eligible for return.
If you are interested in making a return, please email customerservice@sourcehorsemen.com to see if your order is eligible. If it is, we will provide further instructions on how to proceed.