I live outside USA and have a damaged/defective product. What is your policy on this?

Purchased Route Shipping Insurance? File a Claim

Have you purchased Route Shipping Insurance at checkout? If so, please read this article to learn more about filing a damage claim and receive a refund:

I purchased Route shipping insurance and have a claim. Who do I contact about it?

Route will either attempt to repurchase the damaged portions of the order at no cost to you, or refund your order contents based on what is damaged. You can then decide to purchase your order again with us.

If you did not purchase Route Shipping Insurance

You have an account with Focusattack.com:

  1. Login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
  2. In your message, please tell us how your product isn't working or what is physically broken.  If you have already filed a support ticket with us, please include the ticket ID.  You will find this in your support email messages.
  3. We may send an email asking for a photo of the damaged product for verification, in addition to a photo of the shipping box condition.
  4. Due to shipping limitations, we cannot offer a replacement service to international customers. If we confirm the damage or defect, you will receive a refund for the product.  Shipping costs are refunded in full if the order contains only the damaged/defective item.

If you purchased as a guest:

  1. Please send a message to orders@focusattack.com.  Include a brief message about the damaged item, and if possible, any photos of physical damage to the product and original box that was delivered to you.
  2. Due to shipping limitations, we cannot offer a replacement service to international customers. If we confirm the damage or defect, you will receive a refund for the product.  Shipping costs are refunded in full if the order contains only the damaged/defective item.

We reserve the right to terminate any international customer account that abuses this policy.

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