FAQs

Absolutely! Most days we provide a convenient option for local pick-up, catering to customers who prefer to retrieve their orders in person.

A associate will reach out to you between Monday to Friday, to coordinate the pick-up time. Once an agreeable time has been confirmed, you can swing by to collect your order. Minimum order for pick-up is $35+.

At this time, shipping options are limited to Canada and the USA.

Never miss out on your desired items! If a product is “out of stock” enter your email and click “SUBSCRIBE”. When the item is back in stock, you will receive an email notification with a direct purchase link.

Cancel notifications easily—visit your Dashboard or the product page and select “Remove Notification.” Questions about an out-of-stock product? Reach out to Customer Service for quick assistance.

If no substitute is available, we’ll ship your order without the item and promptly credit you for the “Out of Stock” item. Expect an email detailing the short-stock item, along with instructions on redeeming your credit. (If you prefer a refund, please contact us through email us at help@darkcommoditytattoo.com)

For immediate assistance, connect with our Customer Service. Keep your order number handy; it helps us resolve things swiftly.

Please feel free to try and contact us on the weekend, although our office is closed on Saturday and Sunday we are quite often working. If we are available we will help you with your emergency order. Minimum order for pick-up is $35+.

Once your order has shipped you’ll receive a confirmation email that will include your tracking number and any additional tracking information available.

To track your order, simply log in to your account, go to the order history, and click on the tracking number.

You can check the status of a pending order by logging into your account and viewing your order history.

Please note changes or cancellation cannot be approved if your order status is set to SHIPPED and a tracking number is provided. 

If you need to make changes to an order such as change quantity or remove/add an item, or even cancelling your order, please provide your order number and account name and we’ll do our best to accommodate your request. You can contact our Customer Support team by email or calling us.

Delivery times vary depending on your location.

Generally, USA orders may take 4-12 business days, while Canada orders usually arrive within 2-8 business days.

If your package or item arrive damaged, contact our customer support within 48 hours from the date received.

Provide photos of the damaged items and packaging by emailing us. We may be able to replace items damaged in transit, but only if we have proof and a description of the damage and images to file a report with the shipping carrier. DO NOT discard the item or packaging before contacting Customer Service.

In your email, please kindly supply the following details to enable us to accurately evaluate the matter:

1. Your order number/account number
2. Clear images of the damage: close up of the damage item/packaging, different angles, and further away so you can see the whole packaging or item with the damaged area still facing the camera.

Note:

– Claims for orders shipped to residences might not be covered by the shipping carrier because packages are often left unattended.
– Only damage to the actual contents, not the external packaging, qualifies for a Damage Claim.
– We cannot reimburse postage costs in damage claims as they consider the service fulfilled. In the claims process, only the product cost is eligible for compensation, and we do not provide refunds for label expenses.
– You may be responsible for paying to ship the item back to us and to ship the replacement item to you.

Our team will open an investigation and get back to you as soon as possible.

Please monitor your order status and track your parcel. We are not accountable for lost or stolen packages; however, you have the option to directly contact your carrier to report such incidents.

If your package goes missing, it’s advisable to check the delivery area and inquire with your neighbor if they may have seen it or held on to it for you. If 2 calendar days elapse from the ‘delivered’ status without locating your package, contact us, and we’ll try our best to investigate into this matter. Retrieve your tracking number from your account order details or the order shipment email for proof of delivery.

NOTE: For enhanced security against loss or theft, it’s highly recommended to have your order shipped directly to your shop. Deliveries to residential addresses may be left unattended.

To enhance the safety of your ink delivery, consider these tips:

• Separate your ink order from other supplies
• Opt for EXPRESS Shipping to minimize the risk of receiving frozen ink (typically 1-3 days shipping with this method)
• Place orders early in the week (Monday or Tuesday) to avoid weekend exposure
• Please note that we are NOT liable for frozen ink

Customers are responsible for any applicable import taxes and customs duties imposed by the destination country. The prices displayed on our website and shipping costs do not include these charges, and they may vary based on the country’s regulations.

If you’ve entered the wrong shipping address, contact our customer support as soon as possible. We’ll assist you in updating the address if your order has not yet been shipped.

Note: If your shipment is returned or delivered to an incorrect address due to inaccuracies in the provided information, you are responsible for associated fees and lost items. Similarly, if the order is successfully delivered to an address that have been mistakenly provided, we would like to bring to your attention that the onus remains on you. We disclaim responsibility for such errors and urge you to ensure accurate address details to avoid delivery complications. Your understanding is appreciated.

After reading over the requirements and following the steps for returning an item.

First, start a return process by requesting a Return Authorization number, along with a packing slip and a return label.
You can do this by contacting our Customer Service Team. 

Once you have your Return Authorization number, select a shipping service to ensure that the item reaches us within a 14-day timeframe. Secure the packaging of your product by utilizing adequate filler and a proper shipping box and place the packing slip inside and affixing the return label on the outside of the box.

Lastly, ship the package to Dark Commodity Tattoo Co. using a trackable shipping or acquire shipping insurance to minimize potential shipping complications.

IMPORTANT:
– If your package does not have a Return Authorization number, it will be refused.
This implies that the package is likely to be sent back to you, and you will be accountable for the return shipping costs.

– Do NOT ship the package in the manufacturer’s box, please utilize an appropriate shipping box with adequate fillers to prevent damage to the product.

– We do not assume responsibility for lost packages.

– We cannot guarantee the refund of returned items, accepting returned products will be done at our discretion. Dark Commodity Tattoo Co. is not responsible for paying duties on returned goods, and any duties paid will not be refunded to you.

It is probable that you returned your item to us without obtaining a Return Authorization number. Please ensure you have an RMA number; otherwise, the package will be rejected and sent back to you. If the returned package incurs Customs fees or requires COD (Cash On Delivery) payments, it will be declined, and either returned or not refunded for any duties paid.

If you ordered the wrong item (an item which is eligible for return) and you want to return it to us for a refund or credit, please contact us immediately. You’ll be responsible for paying the return shipping costs. Please refer to our “What are the requirements for returning an item?” for more information.

For damaged item, please refer to under Shipping “My package was damaged, what can I do?”

For a defective product, please contact us within the initial 14 days of the initial receipt. The repair or replacement of the product will be done at the manufacturer’s and/or Dark Commodity’s discretion. To initiate the return process for a faulty product, please contact our Customer Service team.

IMPORTANT: Failure to report your defective product within 14 days may result in the inability to receive repairs or a replacement.

1. We accept prepaid VISA, Mastercard, and American Express Gift Cards.

– Ensure that your gift card specifies “For Use in Canada” to be eligible for use on the site.
– A validation process is required for prepaid gift cards. Please register your gift card on the issuer’s site before making a purchase

2. Some international prepaid credit cards that are known to work for online transactions such as the Paypal Prepaid Mastercard

For more information on accepted payment methods, refer to “What type of payment do you take?” under Payment Information

To change your password, log in to your account, on your dashboard, click account details then find the option to update your password. Follow the prompts to create a new password.

We are open Monday to Friday from 10AM – 6:30PM PST

Our office is located at 5050 Kingsway Burnaby BC. Our office is not open to the public please contact by phone or email.

Local pick-up is available most business days. Please call us to make arrangements. 

Holiday closures will be announced on our website and through email newsletters. Please check our announcements for specific dates and any potential delays in order processing during holiday periods.