Package delivery delays can happen at any time, due to breakdowns in carrier transit, mishandling of shipments that are corrected later, or internationally, packages held customs. We ask that you allow us some time to either investigate or allow the system to correct itself, which can occur at times should a carrier retrieve a mis-delivered shipment and then bring to the correct location.
Orders Marked as "Delivered" but Not Received
Please wait 5 days from the delivery date.
For example, if a package was marked as delivered on May 5, we ask to contact us on May 10th.
If you file an order issue the same day that the package was marked as delivered, at our discretion we may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Orders Stuck in Transit or Presumed Lost
Domestic USA: We ask that you contact us 7 days from the last tracking status update you received.
Example: USPS or FedEx tracking hasn't changed in four days since your last update on May 5 - we ask that you please wait until May 12 to allow for time for the package to possibly transfer from the sorting facility or receive another tracking scan.
International shipments: We ask to wait 20 days after the last tracking checkpoint.
Example: USPS or FedEx international tracking hasn't changed in 10 days since your last update on May 5 - please wait until May 25.
Other Scenarios, Such as Loss or Theft
Loss
Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” to ensure it was not mis-delivered or easily found around the premises.
If the package is not found, a full refund will be issued.
Delivered to wrong address
We ask for time to investigate the shipment and inform the carrier - within 5-10 business days from claim. If the issue is not resolved, a refund in full is issued.
Damaged Orders
We ask for proof of damage via photos of the box and items. Damaged orders are refunded in full.
Return to Sender
In your original shipping notification email, you will see the address that we used to ship your order. As stated before, slight adjustments are made in formatting the address properly for USPS mail code. This is done automatically as part of a USPS standards verification system by our shipping app.
However, if you notice that the address is quite different, or perhaps to another customer address, please feel free to contact us at orders@focusattack.com with the subject: ORDER XXXXXX RETURN TO SENDER: PLEASE INVESTIGATE.
Please provide the address you entered at checkout, and our staff will review the address in our e-commerce system, and then our shipping app to see what differences there are. If we find that the address was incorrect in the shipping app, we will issue a replacement shipment or full refund if international.
We cover this policy in more detail here:
My order tracking shows "RETURN TO SENDER". What will you do about it?
Refund Policy
You can receive that refund either as store credit, or credit back to the payment method used during the order transaction, such as credit card or Paypal.
How long does it take to get a Refund?
- Store Credit is issued within minutes of a claim resolution.
- Credit back to the payment method can take 3-5 business days or more. This is entirely dependent on how long your bank takes to process a credit request.
Will FA Reship a Lost or Damaged Order?
Our policy is to issue refund only.
Multiple Instances from the Same Customer May be Deemed Suspect
We will review multiple claims of loss, stolen damage, and reserve the right to close and ban accounts that are deemed potentially fraudulent.
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