My custom order was canceled and refunded after several days - why?

When an artwork submission for a custom order has an element that prevents us from proceeding, we place the order on a temporary HOLD. An email is sent to you from the email address support@focusattack.com. The email will contain one or more explanations as to why the order is held, along with instructions you can perform to correct the issue.

If we do not hear back from you within 3 days, a reminder email is automatically sent from our support app. After 5 days, your order will be canceled and fully refunded.

Why is an Order Placed on Hold?

We place a custom order on hold when we are not able to complete it. There are a number of reasons why this can occur, including:

1. The artwork is merged to the template's grey and red guidelines. We must  remove them in order to print and cut. 
2. You requested a print and cut for a specific model, but sent artwork using a template that does not match this model. 
3. The artwork file was corrupted and we cannot open it.

I Never Got an Email from You.

When our staff sends you a hold message, our Plexworks support app keeps a detailed log indicating whether the email was delivered to the address you provided us at checkout.  We're able to see if the email was delivered successfully, whether you opened opened the email, or clicked a link.  This helps us confirm that an email is sent properly, and whether you interacted with it.

Our app will automatically send a reminder email to you after 3 days. It will contain information on how to resolve the issue, or how to get in touch with us if you have a question or need to clarify something regarding your order.

Occasionally the email may bounce back due to an improperly spelled email address that you entered at checkout.  It may also appear in your spam folder if you have an agressive email filter.

How can I Check My Custom Order Status?

After a custom order is placed, you can check our internal process using our Custom Job Tracker. If we leave a note regarding the order, or place the order on hold, you will find that information here.  You can also send us a correction from the Tracker. Click here for more information about our Job Tracker. 

We hope this information may prove helpful. If you ever have questions or concerns about your order, please feel free to send us an email to support@focusattack.com, or visit our support page at support.focusattack.com and click "Submit a Request" at top right of any page.