Can I edit, combine or cancel an order?

Topic: Before You Checkout »

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Helpful Tip: Place Second Order and Request to Combine

Many customers send us a support ticket asking to edit their order to add items. We cannot honor these requests.

  • If the products it you want are non-custom, we recommended that you instead place a second order and ask us to combine
  • Placing a second order secures the product you want before someone else gets it, and we run out of inventory.
  • We cannot combine custom and non-custom orders, due to the logistics needed to keep track of both orders across multiple days while the custom order is being processed. 
  • We cannot combine two custom orders. 

As a parts retailer, we understand that new shoppers are more used to buying single products as opposed to separate items needed to 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. It's easier to add items to your shopping cart or wishlist first , then double-checking what you need before checking out.

Please skip to here to learn more about combining orders

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.

We will not edit an order to add new items. Please consider a request to combine two separate orders. 

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

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.

Correcting 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.

Cancel Your Order

Please send a message to orders@focusattack.com with your request to cancel.  Be sure to include your order number. Staff will attempt to cancel the order during business hours of (9am-5pm US EST).

If you have already received an email from focusattack.com stating that your order has shipped, we cannot cancel the order.  You can request a return when the order is delivered. 

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. 

What about Pre-Orders or Always on Reserve Orders?

Pre-orders or Always on Reserve orders can be cancelled before the advertised launch date.

Combine Orders

Combining 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.

Combines 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 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. 

Sometimes this is done automatically as our team sees both orders and can combine. They will inform our customer service team to contact you and provide a shipping refund.

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.  

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.

You 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.

Will You Combine Custom Orders with non-Custom Orders?

We will not combine two custom orders together or custom orders with a non-custom order.

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.  

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