Custom Order Return/Replacement Policy

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 will either attempt to repurchase the item at no cost to you, or refund your order contents based on your claim. 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.

 

Button Hole Damage on Plexi

Please note that while damage can occur with the post office, damage can also occur during installation. The most common is breaking the plexi while installing your buttons into the control panel.  We notice this when the damage occurs around the button holes, versus the edges, or a distinct crack across the entirety of the plexi.  If we received numerous reports of damage around the hole from the same customer, we reserve the right to refuse further business with that customer.  

Please take care when installing your buttons onto plexi.

Custom Order Returns and Exchanges

Because of the nature of custom orders cannot be returned for refund, or exchanged for another custom order.

Cancelling Custom Orders

Orders that enter the status of "Dry/Polish", "Complete", or "Shipped" cannot be changed or cancelled, and are not refundable, as this stage represents a completed custom order.  Please visit our Plexworks Job Status Center to see what status your order currently resides in.

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