Frequently Asked Questions (FAQ)

📅 GENERAL ORDER QUESTIONS

Q: What happens if I order both in-stock and pre-order items together?
A: Your order will be shipped only when all items in your cart become available. For example, if you purchase an in-stock item in January and a pre-order item released by manufacturer in April, the full order will ship when the last preorder items after we received the shipment.

Q: Can I cancel a pre-order?
A: Yes. However, a 5% cancellation fee applies to all voluntary pre-order cancellations. If Horizon Diecast cancels a pre-order due to supplier or stock issues, no fee will be charged.

Q: What if the pre-order model is delayed more than 6 months?
A: If the manufacturer has not released the model within 6 months of the estimated release, you may request a cancellation for a full refund with no fee.

Q: What if the manufacturer has released the model, but your shipment is delayed more than 6 months?
A: You may also request a cancellation. Each case will be reviewed individually and may qualify for a full refund.

 

🚚 SHIPPING & GROUP MY ORDER SHIPPING

Q: What is Group My Orders Shipping?
A: Group My Orders allow customers with outstanding pre-orders to purchase additional items and have them shipped together once available, saving on shipping fees. Please refer to our Shipping Policy for details.

Q: How are pre-order items with different arrival dates handled?
A: All items in your order will be shipped together when the latest pre-order item becomes available.

Q: When am I eligible for free shipping?
A: Orders of $100 CAD or more before tax qualify for free standard shipping within Canada and the U.S. Free shipping is only valid on orders shipped together and does not apply to Group My Order Shipping unless the value of the shipment reaches the required threshold.

Q: Can I group multiple outstanding orders into one shipment?
A: Yes. If your outstanding order have ready to ship models and they are value totals $100 CAD or more, you qualify for free grouped shipping. Orders valued between $50–$99 CAD will incur a $6 flat rate. Orders under $50 CAD will be charged $9 flat rate shipping or other options based on Canada Post rates.

 

🚫 RETURNS, DAMAGES & REFUNDS

Q: What is your return window?
A: We offer a 7-day return period from the date your order is delivered. Requests submitted after this window are not eligible.

Q: What items are non-returnable?
A: We do not accept returns for:

  • Items on sale or clearance

  • Gift cards

  • Items missing original packaging

  • Unclaimed or return-to-sender shipments

Q: What if my order arrives damaged?
A: If your package arrives damaged, please contact us within 7 days. Include clear photos of the product, packaging, and shipping label. Do not open or tamper with the item. Each case will be reviewed individually. If approved, we may offer a replacement or issue a refund.

Q: Will you accept address change requests after shipping?
A: No. We cannot modify the shipping address once a package has been dispatched. Please double-check your address before placing your order.

Q: What happens if my package is returned to sender?
A: If the return is due to an incorrect address or unpaid customs/duties, no refund will be issued. If the return is due to courier error, we will assess and determine eligibility for a reshipment.

 

💬 STILL NEED HELP?

For all other questions or assistance with your order, feel free to reach out to us:

📧 Email: horizondiecast@gmail.com
🕒 Customer Support: Monday–Friday, 12:00 PM–7:00 PM (Eastern Time)

Please allow 3–5 business days for a response. We appreciate your patience!