Custom Order Returns and Exchanges
Custom orders are often cut on demand, and will contain unique layouts or elements that are requested by the customer. We cannot resell these items, and thus custom items cannot be returned for refund, or exchanged for another custom order.
Damage Claim - The United States and Territories:
We take care to carefully pack your custom order, but the post office or customs can render damage to a shipment.
All damage claims must be made within 30 days after 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.
Damage Claim - International:
All damage claims must be made within 30 days after 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.
Defect Claims, Not as Expected Claims
Custom orders that do not have visible damage, but are instead claimed to not appear as one expected the print to appear are handled on a case-by-case basis. Conditions include:
-
Artwork appears darker than expected.
Please see this article first "My Prints are Too Dark!" Tips to Adjust for Modern LCD/LED Monitors -
Artwork has missing content from the original file.
In our template files, we ask customers to merge only their artwork content and send us a copy of that file so that effects, text and other elements are preserved. When we open a file that was not created in Photoshop, there is a greater risk of elements and effects not appearing as they did on your screen. -
Incorrect layout die cut on artwork or plexi.
Such claims are reviewed to confirm if the customer chose the right layout for their hardware, the correct button insert model, and other elements. It is indeed possible that staff chose the wrong cut template, though much of this process is now automated. -
Artwork has different color tone.
Our printers are configured to output in the RGB color space because we expect most customers will see design artwork on a computer monitor and have no knowledge of CYMK. Our templates are RGB and we ask that those are not converted to CMYK. -
Button cuts appear to have a haze on dark or black portions of the print.
This is part of the die cut process in which a laser is used to cut through the paper. On darker prints that may appear as a haze around those areas. On pure black prints this will be most noticeable. -
Artwork position and content obscured by die cut elements.
If a customer does not use one of our provided templates which are available in the store listing and our repository, the artwork may not conform to the actual layout of the desired Fightstick model.
Our designers must then make a judgement call to position the artwork based on what they deem are important aspects of the content, such as prominent character or scenery. The design may be such that important elements cannot avoid being part of the die cut or outer edge of the print. Customers who do not use a template, or do not make use of our free online Mini.FS Studio app and instead simply send us a PNG. JPEG, PSD or PDF file, waive their right to a reprint.
When such claims are made, the artwork may be reprinted and resent at our expense, or refunded. We also reserve the right refuse to reprint the artwork if the not as expected claims falls under a user error, as explained in some of the conditions mentioned above.
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.
Cancelling Custom Orders
Orders that enter the status of "Moving to Production", "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 Tracker to see what status your order currently resides in.
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