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In this article, we discuss scenarios in which customers may request to edit an existing order, or combine two orders together. 

Editing orders

Under the following conditions we will attempt to edit the order upon request:

1. You wish to remove an item that is no longer needed
2. You wish to change the color of an existing item.
3. You wish to add an item or multiple items to an order.

Order edits are dependent on availability of the products you wish to add, and the internal stages that our fulfillment team are with your order.

Availability of Products

Many of the arcade parts we sell are imported, and thus we may have a limited amount on hand. Staff is not available 24/7 to assist you in updating your order. You may want to consider placing a second order and requesting to combine in order to secure the parts you want before someone else buys it ahead of you. 

Internal Fulfillment Stages

• 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 too is far along the process and and we cannot make changes. Our customer service representative will inform you if we cannot do it.
• If we cannot edit your order, you can opt to cancel the order in its entirety.  Our staff will refund the order and return the items back to our inventory.

How do I Request to Edit My Order?

To edit an order, send an email to orders@focusattack.com, or click on the Submit Request link at top right of this article. If you are on the focusattack.com website, click on the "Help" or "?" icon at bottom left of each page.

Combine Orders

How Do I Request to Combine My Domestic Orders?

To request a combine two orders, send an email to orders@focusattack.com, or click on the Submit Request link at top right of this article. If you are on the focusattack.com website, click on the "Help" or "?" icon at bottom left of each page.

Internal Fulfillment Stages

Combines are dependent on the internal stages that our fulfillment team are with your order and the nature of the orders:

• 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 too far along the process and and we cannot make changes. Our customer service representative will inform you if we cannot do it.

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. 

Restrictions to Some Combine Order Requests

That said, there are limitations that we have for certain combination requests:

• We cannot combine two custom orders, nor a custom and non-custom order. This is due to the logistics needed to keep track of both orders across multiple days. 
• Two orders that both utilize a coupon code are not subject to further discounts.
• Orders that use a redeemed rewards code after the first order is made will not apply to the second order when combined. 
• If an order is already in the internal "picking" stage with our fulfillment team, this means your second order cannot be combined into a new picking session. Our customer service agent will check this stage before approving an order combine. 

Combining International Orders?

We will not automatically combine international orders unless done by request of the customer.  Our experience is that some international customers prefer to separate shipments to lower their VAT and customs fees, since higher overall value can pass a threshold that charges a much higher fee.

If you want to combine your international order, please send a note to orders@focusattack.com, or use the form in our support portal to send a message.  Please make sure to include your order ID. Again, requests to change, cancel, or combine an order with another, while possible, are not guaranteed, as staff and customer service team may not manage to coordinate an order adjustment or cancellation before it is shipped. 

Automatic Combines for Some Domestic Orders

Each day, our fulfillment team will create "picking sessions". These sessions will group multiple orders together to pick from our warehouse, then return to pack individually for shipping.

Occasionally our system will inform our fullment team that two outstanding orders exist for a single customer. They will inform our customer service team to contact you and provide a partial shipping refund. This is not guaranteed however.  

How Partial Shipping Refunds are Offered for Order Combines

Our fulfillment team will instruct our customer service team, who will send you a message indicating that these orders were combined into a single order.  We call it the surviving order.  If shipping was paid across those multiple orders, you will receive a refund of the shipping difference of the total shipping you paid and the rate paid to ship your order.  For example.

Order 999998 is the surviving order. Shipping paid is $5.00
Order 999999 is the non-surviving order. Shipping paid is $7.00
Shipping total across surviving and non-surviving orders) is $12

Shipping rate we paid to carrier for surviving order (combined items) is $8.25

$12 - $8.25 is $3.75. This is the shipping difference.

We will refund $3.75 - from the “non-surviving” orders.

What about Combining Pre-Orders?

Topic: How do I pre-order on Focusattack.com? »

We will not combine two separate pre-orders, nor combine a pre-order that has already completed checkout with a non-preorders, due to the logistics in keeping these separate orders organized internally.

Cancel Your Order

How Do I Request to Cancel My Order?

Please send a message to orders@focusattack.com with your request to cancel.  Be sure to include your order number. You can also click on the Submit Request link at top right of this article. If you are on the focusattack.com website, click on the "Help" or "?" icon at bottom left of each page, and make sure to complete the request form. Asking the AI-powered widget directly to cancel your order will not perform this task. 

Staff will attempt to cancel the order during business hours of (9am-5pm US EST).

Order May Have Already Shipped

If you have already received an email from focusattack.com stating that your order has shipped, we may not have the ability to cancel the order as it may have already left the warehouse and in transit by the carrier to its next destination. 

I Can't Cancel Because it has Already Shipped? Alright, I'm filing a Non-Authorized Payment Claim with my Bank.

When customers intentionally file claim an unauthorized payment claim with their bank, this is often called "friendly fraud" in the retail space.  Your account with us will be terminated, and information regarding the incident is recorded with a fraud database that is used by other retailers.  Future orders at other retailers may be flagged. We encourage you not to perform this. 

Can I Cancel A Pre-Order?

Pre-orders can be cancelled before the advertised launch date.

Correcting or Updating Artwork for Existing Custom Order

If you make a mistake with your custom artwork and need to update it, we offer a correction app that allows you to send new artwork or revisions to existing artwork after placing an order, provided the custom order status still reads "in queue" or "in progress".  Please read here for more details.

Helpful Future Order Tip: Plan In Advance 

As a parts retailer, we understand that new shoppers are more used to buying single, pre-made products as opposed to separate items needed to DIY build. While we try to accomodate last-minute order additions, this does affect our processing time, so we encourage you to plan your order ahead of time. Do some research on the product or part you are buying. It's easier to add items to your shopping cart or wishlist first, then double-check what you actually need before finishing your purchase.

Also, please ask us a question about a product you're unsure about. It saves you time and hassle returning something you didn't understand but realize is not needed for your project. 

It is encouraged that you read our helpful article, Before You Checkout to learn more about our policies, and tips to ensure a good shopping experience.