Frequently Asked Questions

Here is a list of answers to common questions we anticipate some may have before placing a custom order.  The list will be updated over time as new questions are asked.

  1. What happens if my order is damaged during shipping?
  2. Can I add to an existing order?
  3. What do the Plexworks Job Tracker statuses actually mean?
  4. Why does it take at least 7 business days to complete?
  5. Can I return my custom order? How about exchanges?
  6. Can I cancel my custom order?
  7. Can you create something outside of Plexworks' existing product lineup?
  8. I want to submit artwork or an etch using someone else's template to design my custom order. Is that allowed?
  9. I made a mistake with my original submission. Can I send you a correction?
  10. Can you design something for a HitBox?
  11. Do you sell artwork?
  12. Can you design my fightstick artwork, dustwasher or plexi etch?
  13. All I have is a JPEG (.jpg) photo.  Can you make sure it looks great when printed or etched?
  14. Do you offer local pickup?

 

What happens if my order is damaged during shipping?

All Plexworks orders are insured against damage.  We take care to carefully pack your custom order, but the post office or customs can render damage to a shipment.  

Our policy for replacing these custom orders:

The United States and Territories:

We will issue a replacement plexi within our normal turnaround time for custom orders. 

International

Damaged orders are refunded in full.

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

Here are steps to perform if your order is received damaged:

  1. Take a photo of the damaged plexi or artwork, and the condition of the box or envelope that was used to contain the pieces.
  2. Please send an email to orders@focusattack.com.  Make sure to reference your order number in the email message. 
  3. We will review the photos, and file a claim with the postal carrier.  We will issue a replacement unit or refund as applicable.  

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

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Can I add to an existing order?

To complete your order quickly, we depend on keeping an efficient system.  The Plexworks Job Tracker is your window into how we're doing.  All orders are part of a running queue.  Any additional orders you place while a previous custom order is in progress will be added to the end of the queue list, and this will push back release time for your complete order to ship.

When multiple custom orders are made, we will combine the orders together and refund the difference in combined shipping costs. They will appear together in the Job Center queue.  

Please take note of the status of any custom order that is placed.  Orders that enter the status of "Dry/Polish", "Complete", or "Shipped" cannot be changed or canceled, and are not refundable, as this stage represents a completed custom order. 

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What do the Plexworks Job Tracker statuses actually mean?

Please click here for an explanation.

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Why does it take up to 7 business days to complete?  Will this affect my non-custom order?

Any custom orders require some preparation to translate the submitted files to the finished media.  This includes reviewing the template file you submit to ensure it is the proper format for etching or printing, preparing the machines for the next print or plexi, allowing the finished work to dry or receive polishing, and securely packing the order.

The order also becomes part of a queue. Similar to our 2-3 day fulfillment policy for non-personalized items, we ask for some time to fulfill your order because there are often many orders proceeding yours, and we handle them in the order received.

If your custom order is placed with a parts order, we will ship everything once the custom order is completed.

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Can I return my custom order?  How about exchanges?

Custom orders cannot be returned for refund or exchanged for another custom order.

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Can I cancel my custom order?

Please take note of the status of any custom order that is placed by visiting the Plexworks Job Tracker.  Orders that enter the status of "Dry/Polish", "Complete", or "Shipped" cannot be changed or canceled, and are not refundable, as this stage represents a completed custom order.

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If I submit an order, can you create a layout outside of Plexworks' existing product lineup?

Unfortunately, we cannot as any specifications outside of the existing products require more time to research than we can allow.  We will, however, accept suggestions for a different layout that could become part of the existing lineup.

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I want to submit artwork or an etch using someone else's template.  Is that allowed?

Alternative services often strongly suggest that you use their templates instead of someone else's to submit an order with them.  This is because their laser is best configured to the templates they provide.  We have the same requirements because we must transfer your artwork to our own templates to be printed and/or etched and cut.  You can use someone else's template, but we cannot guarantee, nor are responsible for any inaccuracies for the output after transferring to our template. We will not refund for custom orders that attempt to use someone else's templates to submit artwork. You can download a template for your specific model here.

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I made a mistake with my original submission. Can I send you a correction?

Yes, provided that your artwork still has a status of "In Progress", or "HOLD" in our Custom Job Tracker.  If the custom job is "Dry Polish", then you cannot submit a correction without placing a new order, as the artwork is printed or the plexi is etched and cut.

Please use this form to submit a correction.

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Can you design something for a HitBox?

HitBox is a unique product that has close ties with the FGC; we don't have their specific permission to design replacement plexi and artwork for it.  Until that is possible, we cannot offer any products related to HitBox.

Do you sell artwork?

Any original artwork for use on a Fightstick control panel or dustwasher will be listed separately at the store. We cannot sell pre-designed artwork that uses copyrighted content unless we have been licensed to do so.

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Can you design my fightstick artwork, dustwasher or plexi etch?

We cannot create your artwork for you. However, you can hire artists to develop artwork for your fightstick control panel or dustwasher.

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All I have is a JPEG (.jpg) photo. Can you make sure it looks great when printed and/or etched?

While it is easy to submit a photo you found on the internet, our staff cannot prepare that image for optimal printing or etching.  That is your responsibility.

For example, if you submit a full color JPEG for a panel, keychain or dustwasher etch, the results will not turn out well. Etching on clear acrylic requires a black-and-white, inverse photo, and in some cases, a masking to remove black from unwanted areas when the photo is inverted.


Submitting for an etch? Please don't just send a full-color photo expecting us to prepare it for etching.

Images of this sort will be subject to our internal review.  Your order will be printed exactly as you provided us, with no retouching or correction. This can result in lower quality output if the artwork is not to spec. JPEGs from the internet are often low resolution, and not suitable for printing or etching.  Please take care to research the photos you are submitting for quality, and make adjustments to them for the service that you are purchasing.

Custom plexi etch orders that contain only color images will be etched exactly as we receive it, and are not covered under our return policy. Any free keychain artwork in the same condition is skipped. You are responsible for treating the desired image before submitting for etching.  We will not make adjustments to this artwork.

If you have no experience submitting artwork for etching or printing, please read through our knowledgebase on submitting artwork for etching or printing.

If you have no experience with Photoshop, you may find that hiring a professional designer is a better choice.

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Do you offer local pickup?

We do not offer local pickup of artwork at this time but will announce any local pickup feature that we implement in the future.

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