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Before You Checkout

To honor our commitment to a faster processing time, we must ask that you give extra consideration to your order contents and shipping information before completing checkout. Once placed, we cannot edit or cancel your order (exceptions are pre-orders). Please review these helpful tips to ensure a great experience after shopping with us.

Tips

Ordering

Returns

Shipping

Products

• Applying these tips before checkout can ensure a good experience after checkout is completed.

  • If you are placing an order that includes customized artwork or plexi, please know that all non-custom items will ship after the custom items are completed. We ask for 10-14 business days to complete custom jobs. If you wish to receive non-custom items sooner, please create a separate order.
  • Please double check your order contents in case you forgot something or made a mistake.  We cannot add, combine or cancel orders once placed.
  • If you are not sure about a specific product or service in your cart, please don't complete the purchase.  Instead please click the "Help" button on our website or send a message to support@focusattack.com.  Our staff will be glad to assist you.
  • If you placed a custom order (artwork, plexi, prints, etc.) alongside non-custom products (arcade parts, collectibles, comics, etc.), please remember that these items will all ship together, not separately. We ask that you allow 7-10 business days for customized orders to ship. If you wish to check the status of a custom order, please visit our Custom Job Tracker. 
  • Please double-check your billing and shipping address for correct spelling and proper mailing format. This will reduce accidental post office returns. 
  • If you live in Puerto Rico, enter USA as your country, not Puerto Rico. Click on the Shipping tab for more information
  • Do not use Virtual Private Network (VPN)  at checkout.  It is often flagged as a fraudulent purchase.
  • If sending to an international forwarder, enter the billing address as it is registered to your credit card. Do not use the forwarder's shipping address as your billing address.  These orders are often flagged as fraudulent.
  • If you have any questions, please drop by our Store Q&A , which has detailed answers to our most common questions compiled since our store launch.  If you can't find your answer there, please click the "Help" button to leave a message, and our staff will help you.

• How long do orders take to ship?

  We ask for at least 1-2 business days to process a new order. There are many times in which an order may ship same day, depending on the queue of orders proceeding it. Orders that request expedited shipping will only apply to the shipping method itself. We are not always able to capture and process next-day shipping through our systems if one is placed after business hours or towards end of business day. We are closed during weekends and national holidays. Orders placed during weekends will begin shipping Monday; orders placed during a national holiday will begin shipping the next business day. Shipping notifications are issued immediately upon staff printing the label. Please allow 24 hours for tracking to appear in the carrier database..  We are closed during weekends and national holidays.

  Custom FA Plexworks orders require 7-10 business days to process, as we are performing personalized services. Orders with custom artwork will not ship until the custom job is completed.

  Can I change, cancel, or combine separate orders once placed?

  Changes

  Changes are dependent on the internal stages that our fulfillment team are with your order:

  • Our customer service team will first check if the order is in the "picking" stage, meaning that the existing order is getting ready to ship that day.
  • If the order is in this stage, it means that staff is far along the process and and we cannot make changes. Our customer service representative will inform you if we cannot do it.
• If the order is not yet in this stage, our customer service team will make the changes and

Correcting Artwork for Existing Custom Order?

If you make a mistake with your custom artwork or need to update it, you may not need to cancel your order, or request an order change with our customer service staff. We offer a correction app that allows you to send new artwork or revisions to existing artwork after placing an order.

Cancel

Please make a request to cancel during business hours (9am-5pm) by email orders@focusattack.com. If you already received a shipping notice by email, we cannot cancel your order, as the order has physically left the warehouse. Because the post office has gotten worse in the past months due to COVID pandemic, please note that tracking will only update after 1-2 business days, and that update comes from the local post office, not us. They must scan the shipment, and sometimes they don't scan again after pickup, making it appear as if it hasn't left their office. If thr order has already shipped and you wanted to cancel, you will have to request a return RMA. Pre-orders, however can be cancelled before the advertised launch date.

Please make sure that your name, address and other information is entered properly during checkout.

Combine

Similar to order changes, our customer service team will see if the previous order is in the "picking" stage. If it is in the picking stage, we're unable to combine the orders. If the previous order is not yet in the picking stage, the CS team will combine the orders together and send a partial refund for the difference in the two shipments. Tracking you receive will reflect the combined order.

I'm buying your products to resell elsewhere? Do you allow this?

While we cannot prevent customers who intend to resell when they purchase, we are not a distribution source. Orders that are made with intent to resell directly (that is, sold at a markup to another customer, rather than as part of a complete build) voids our order return policy, and will not receive support.

I'm ordering as a guest. How do I get order updates?

We send order updates to guests via email. Please whitelist focusattack.com in your spam folder. 

If I have a question regarding my order, who can I contact?

Please send a message to our Fulfillment Coordinator at orders@focusattack.com.  You can also leave a message by clicking the "help" button at lower left of every page. Make sure to include your order ID. 

Get more answers » 

• What is your Return Policy?

  • We accept returns within 30 days of the order arriving to your doorstep
  • Shipping and handling charges are non-refundable unless product is defective.
  • Note that product colors may differ due to photo lighting, monitor calibration, etc.

  Can I exchange product A for product B?

  We will only accept exchanges of the same product if the item is defective.

  I got the wrong stuff with my order, or products were damaged.  What will you do about it?

  • For domestic customers (USA, US territories), we will issue a replacement shipment to correct the items that were missing or incorrect.  
  • For international customers, we will issue a refund for the purchase price of the item.
  • We reserve the right to terminate any customer account that abuses this policy.

  I placed an order as a guest - how do I return it?

  You need to create a registered account to submit an RMA.

  1. First, contact orders@focusattack.com.  Mention your order number in your message to us.
  2. If an account is not yet created, please create one by clicking "Create Account" in our site menu.  
  3. Once created, please send a reply message to us that the customer account is available.  We will then manually link your account to the order that you want to return.
  4. From there, you can follow the steps here  to create a return request.
  
  

  Get more answers » 

• How long does it take for orders to ship?

  We ask for at least 1-2 business days to process a new order. There are many times in which an order may ship same day, depending on the queue of orders proceeding it. Orders that request expedited shipping will only apply to the shipping method itself. We are not always able to capture and process next-day shipping through our systems if one is placed after business hours or towards end of business day. We are closed during weekends and national holidays. Orders placed during weekends will begin shipping Monday; orders placed during a national holiday will begin shipping the next business day. Shipping notifications are issued immediately upon staff printing the label. Please allow 24 hours for tracking to appear in the carrier database..  We are closed during weekends and national holidays.

  Custom FA Plexworks orders require 7-10 business days to process, as we are performing personalized services. Orders with custom artwork will not ship until the custom job is completed.

  What is the estimated shipping times by carrier and method?

  We ship domestic USA and international (with some exceptions) . Here is estimated shipping time plus tracking availability for carriers we use:

  Domestic

  • USPS First Class Domestic can take 3-8 business days depending on proximity from our warehouse to your location.
  • USPS Priority Domestic will take between 1-3 business days. Detailed tracking provided.
  • USPS Express Domestic is guaranteed next business day by the carrier (Business Days are Monday-Friday). Please note this does NOT include our processing time.
  • FedEx One Rate will transit orders within 2 business days to ship from East Coast to West Coast. What is FedEx One Rate?
  • FedEx Standard Overnight will deliver next BUSINESS day by the carrier (Business Days are Monday-Friday).  Please note this does NOT include our processing time.

  International

  • USPS First Class International can take 2-4 weeks. Tracking is limited. Max weight is 4lbs.
  • USPS Priority takes up to 14 business days, and offers tracking.
  • USPS Express takes up to 5 business days and includes detailed tracking. Please note this does NOT include our processing time.
  • FedEx International Economy or Priority takes 2 to 5 business days and includes detailed tracking. Please note this does NOT include our processing time. What is FedEx International Economy? 

  I hear that you ship to Puerto Rico.  Why doesn't the store allow me to register with my PR address?

  Puerto Rico is a USA territory.  Often customers forget to include this as their country so the store does not recognize the designation. 

  Here is an example of a properly formatted PR address:

  [customer name]
  Villas del Rio 213 calle Rio Yaguez
  Humacao, Puerto Rico, 00791
  United States

  More information regarding how to format Puerto Rico addresses is available at the USPS website:

  http://pe.usps.com/text/pub28/pub28c2_041.htm

  What is FA Economy Shipping?

  FA Economy is a flat $3.95 shipping option that is offered to domestic USA customers that order $40 or more - an everyday savings for FA shoppers. If the shipping cost is less, you pay the lower amount. The rate will not go higher than $3.95 for qualified orders.

  Please note that Fightsticks, which often carry a much heavier weight, is excepted from this promotion. However, we do offer a special $15.95 rate for Fightstick purchases. If your order shipping is lower than this rate when purchasing a Fightstick however (often the case with residences closer to our PA warehouse), you can choose the cheaper rate.

  Get more details about about FA Economy Shipping

  How much is shipping to my country?  Will you lower my customs value or send as a gift?

  To find shipping rate:

  1. First, click on the shopping cart icon at top right of every page.
  2. Next, click on "Estimate Shipping and Tax". 
  3. Enter Country, State/Province and Zip Code information on the form to calculate your shipping rate.

   

  Federal law prohibits lowering customs value or sending orders as a gift.  You are responsible for all VAT and customs taxes if applicable.  These are not included in the product or shipping price.

  Discounts are not included in the customs value. Shipping is an automated system, and does not have access to order discounts. If you are sensitive to VAT and customs (for example, Brazil has high customs taxes for orders over a minimal amount), please reconsider your purchase.

  How does international USPS tracking work?

  Visit this page  and enter the tracking ID that you received with your shipping email. (ie LX324315355US)

  Can you combine orders to ship in one package?

  While we may have the ability to combine shipments, we cannot guarantee that we can fulfill that request, especially if the orders are placed more than several hours apart. This is because we may not immediately see your next order in the queue before the first is packed and ready to ship, or the request to combine may arrive after staff has shipped the previous order. Please give extra consideration to your order's contents before you checkout.

  Get more answers » 

• 24mm pushbutton or 30mm pushbutton - which one should I buy? 

  Within the fighting game genre, Japanese arcade buttons commonly consist of two diameter sizes: 24 millimeter and 30 milllimeter (mm).

  In most configurations, 30mm represents your action button.  These are front facing, appearing most prominent on your Fightstick control panel.  Option button, such as "Start", "Select", or more recently "Option", "Touch", or "Share" are usually 24mm and sit either behind the joystick or far from the action buttons.

  Here is a visual representation of a common Fightstick control panel.   We mark 24mm buttons in green, and 30mm buttons in Orange. More Information » 

  I have a question or problem with a product I bought from Focusattack.com.  Who can I contact?

  Please contact support@focusattack.com. You can also leave a message by clicking the "help" button at lower left of every page. Please include your order ID.

  We will also gladly assist with questions for products you did not buy from FA, as it may help you make a better purchasing decision.

  How can I track my custom order?

  Visit our Custom Job Tracker  and use your order ID to find the current progress of your custom order.  Job status explained ». 

  I made a mistake on my custom order submission.  How can I fix it?

  Please visit this page  to submit a correction. Changes that are submitted when a FA Plexworks custom job has already entered "Dry/Polish" will not be honored.

  Get more answers for products and services in our Store Q&A. »