Can I cancel my custom order?

A custom order requires us to consume materials for a personalized output, such as cut plexi, or printed and cut artwork.  This often cannot be resold. 

We encourage you to visit the Plexworks Job Tracker after placing a custom order and during your wait. A link to the tracker is provided in the email you received after placing an order.

The Job tracker allows you to see the progressive internal stages that your custom order.  We explain the stages in this article:

What does the Plexworks Job Tracker statuses actually mean? 

You can cancel on these stages

Custom orders that have the following statuses:

  • In Queue
  • In Progress
  • HOLD

can be cancelled. At these stages, our staff has completed processing but not yet committed to printing artwork, cutting or etching plexi or foam.

You cannot receive a full refund on these stages

Custom orders that have the following statuses:

  • Proceeding Artwork
  • Proceeding to Plexi
  • Moving to Production
  • Shipped

cannot be cancelled. At these stages we have already committed printing, plexi and other materials specifically to your personalized order. This has costs on our end, which we lose by cancelling your order.

I want to cancel anyway. What will FA do for me?

If you still wish request to cancel any custom items that show the aforementioned statuses in the Plexworks Job Tracker:

  • Proceeding Artwork
  • Proceeding to Plexi
  • Moving to Production
  • Shipped

You have the opportunity to receive 50% store credit for each cancelled SKU cost.  If shipping is included in the cost, the full amount of shipping is included as store credit. Let's review this scenario:

  1. You purchase an artwork for $14.95. Shipping this order is $7.95.
  2. Staff proceeds to print the artwork, marking the order as "moving to production" in the Plexworks Job Tracker
  3. You send us a request to cancel 
  4. Customer service staff reviews the current status in tracker
  5. Staff sees that the order custom order status is one of the following:
    • Proceeding Artwork
    • Proceeding to Plexi
    • Moving to Production
    • Shipped
  6. Staff calculates the total retail amount of items that are requested cancel, plus shipping.
  7. Staff issues a store credit of $7.50, 50% of the custom order cost
  8. 100% of shipping cost is refunded.

I bought a Fightstick Kit, such as BNB. Can't this be resold? What do I get back for cancelling that?

Fightstick Kits such as BNB require us to cut multiple pieces of acrylic, cut to your specifications such as panel layout or color. We cannot as easily repurpose that kit for another customer who may have different choices, nor can wait for a customer that may match your preferences. 

BNB Fightstick kit orders are subject to the same 50% policy.

Any additional non-custom items such as buttons, joysticks, wiring, PCBs, are refunded in full. Shipping cost is refunded

What about Conversion Kits? 

Conversion kit orders are subject to the same 50% policy.

Any additional non-custom items such as buttons, joysticks, wiring, PCBs, are refunded in full. Shipping cost is refunded

I don't like this policy, and I am going to file a chargeback with my bank

When a customer files a chargeback under conditions that do represent that the purchase was unauthorized, but makes a claim, this is called "Friendly Fraud". Please understand that the following will occur if you do:

  1. We will provide proof of our store policy and fight the chargeback
  2. We will file a report with our services fraud database. Your account may be flagged with other online stores that use this database.
  3. Future orders will be marked under "manual review" and cancelled
  4. Your account will be marked and you can no longer purchase from FA under the current account name and email address.
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