Can I cancel my custom order? What if I just made a mistake on the artwork and want to change it? – Focus Attack LLC

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?

I just made a mistake on my artwork, or want to update it.

You don't have to cancel your order. You can instead send a correction by visiting our Plexworks Job tracker, and search for your order by the ID you received at checkout and email. You'll find more information here:

I made a mistake to my custom order or want to update the artwork. Can I send you a correction or update?

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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:

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