What happens if my FA Plexworks order is damaged during shipping?

We take care to carefully pack your custom order, but the post office or customs can render damage to a shipment.  

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 should attempt to repurchase the product in question 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 purchased Route insurance, we ask that you contact Route and file a claim; we will not honor requests to reship or replace if an order is damaged, as we have already sent your payment of that insurance directly to Route.

If you did not purchase Route Shipping Insurance

The United States and Territories:

All damage claims must be made within 30 days of delivery to your address. Please review your custom order once it arrives. 

Please send a message to orders@focusattack.com.  In the email, please provide the following:

  • Your order ID
  • Photos of the damaged plexi or artwork
  • Photos of the damaged packaging
  • Any additional information about the condition that the packaging was received in

We will use these photos and information to file our claim with the carrier.  We will then issue a replacement plexi or artwork within our normal turnaround time for custom orders. 

International

All damage claims must be made within 30 days of delivery to your address. Please review your custom order once it arrives. 

Please send a message to orders@focusattack.com.  In the email, please provide the following:

  • Your order ID
  • Photos of the damaged plexi or artwork
  • Photos of the damaged packaging
  • Any additional information about the condition that the packaging was received in

Damaged orders are refunded based on the photos provided; we will not resend artwork or plexi to an international destination.

We will also review multiple claims of damage from the same customer, and reserve the right to close and ban accounts that are deemed potentially fraudulent.

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