Have a question? There's a good possibility that we've already answered it. Save yourself time waiting for us to respond to some of the more common questions we receive from fellow players and customers by reviewing the answers in our F.A.Q.

Ordering/Payment Method

Ordering/Payment Method

What forms of payment do you take?

Focusattack.com is licensed to accept various credit cards, such as Visa, Mastercard, Discover, JB Diners Club, and more. Debit cards that are branded under Visa or Mastercard are also supported. We also accept Paypal, which allows you to use your existing Paypal account or credit card.  Finally, we now accept Skrill (aka Moneybookers)  NOTE:  If using a credit card, the following conditions must be met or we will void the transaction:

1. If shipping to another person, the customer email and phone number MUST be distinct to the billing customer and shipping customer.  We are no longer accepting entries in which the same email and phone number are used for both billing and shipping, as it implies fraud.
2. Customer name and address MUST match the name and billing address on the credit card
3. Billing address must not exist as a PO Box

We will also monitor credit card purchases whose billing address is not the same as the area in which the transaction was made (ie USA address, but purchase was made in Nicaragua), or billed to a USA address but shipped to a international one. We are especially wary (and may void the transaction) for purchases whose billing address is in one country (Australia) but shipping to a vastly different country (Ukraine). We will ask for further identification before processing these orders, and have a right to void any order that these and other factors imply fraud.  For any order that is voided, the payment is refunded to the billing customer, and the order is cancelled.

These procedures are in place to ensure a safe a secure purchasing environment at Focusattack.com

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Do you charge my credit card right after checkout, of when an item ships?

Focusattack.com charges your credit card upon checkout.  Currently, this allows us to afford many of the higher-priced items you may desire for pre-order, such as joysticks or PCBs.  We may change to an authorize and capture-on-ship policy in the near future.  Please know that you may cancel an order within 24 hours to receive a refund, or before the item status updates to "Shipped".

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The store won't allow me to finish a transaction when I use Paypal or my credit card.  What gives?

Paypal interfaces with our storefront to process payments via its service.  Certain factors may cause the transaction to fail:

• The customer's PayPal account hasn't sufficient funds to complete the transaction.
• The customer's alternate funding sources (bank account, credit card, etc.) don't have enough funds or aren't deemed acceptable to PayPal at the present time.
• The customer's credit card failed bank authorization.
• The customer's credit card is expired.
• When using Paypal, the shipping country must be allowed by the buyer's country of residence.  When it is not allowed, Paypal doesn't allow the purchase to continue. For example, if you live in Brazil, and want to ship to a location in New York, Paypal won't allow this.  You may need to use a valid credit card for the transaction instead.
• Paypal's servers are located globally and accessed dynamically at time of transaction.  Should the Paypal server accessing the bank for authozation reside in a location geographically far from the bank location, the bank may reject the authorization attempt.  A secondary attempt may resolve the issue.

These factors may require checking your current paypal balance for sufficient funds, confirming an alternate payment method that is linked to Paypal, or simply trying a second time.  We also use Paypal to process credit cards.  If you also experience this issue, please either try again, or choose an alternate credit card.

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What does "Awaiting Fulfillment" or "Awaiting Shipment" mean?

"Awaiting Fulfillment" and "Awaiting Shipment" are phrases that depict the current status of your order. "Awaiting Fulfillment" means that your order was received and is currently processing.  "Awaiting Shipment" means that your order is processed, but either some or all of the products in your order are awaiting delivery by our vendors.  A notable exception to the "Awaiting Shipment" order status regards items that are placed in a queue due to high demand.  These items will receive an "Awaiting Shipment" status as we work through the queue.  When the order is finished processing, you will receive a updated "Shipped" message.

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How do I edit an order that hasn't shipped yet?

If your order has not yet shipped, you can send us a request to update your order.  To do this, you can send an email to fulfillment@focusattack.com, or send a message to us directly from your account. If you know the order number. We will contact you within 24 business hours or less to confirm the update.  If the order update removes certain items, you will receive a refund for the purchase of those items.  If the update adds one or several new items, we will send you an invoice via Paypal, or initiate a charge to your credit card for the additional items.  We may have to include a revised shipping amount if the additional items significantly increase the total weight of the order.  We will inform you of any charges to your credit card that result from an updated order.

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How do I cancel an order that hasn't shipped yet, or is a pre-order?

Much as we hate to see you cancel your order, we understand that situations arise.  You can cancel your order by contacting fulfillment@focusattack.com, or by sending a message to us directly from your account.. Including your order number will expidite the process.  Please allow 5-6 business days to receive your full refund, as it may take some time for your credit-card company or bank to update your balance.

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I want to add to an order, or combine two orders I placed that haven't shipped yet.  How can I do that?

We can combine orders that haven't already shipped, then refund the difference in total shipping to you.  When placing your second order, add a customer note during checkout, and mention your previous order #.  We will send you a confirmation message that your order was combined, and that a full or partial shipping refund will be issued for your second order.

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I registered with Focusattack.com or placed an order.  Why haven't I received an email confirmation?

When you place an order, an email confirmation is automatically sent by the store.  If you did not receive an email, please check your email application's spam filter.  Also possible is the misspelling of your email address.  If incorrectly entered during registration, then the email will bounce and you will not receive it.

If you made a mistake during registration, you can correct it by clicking "My Account" in the top menu and select "Your Account Details".

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I have question about my order.  Can I use the form at the end of this page to send you a message?

Please don't use the "Contact Us" form; that is for general questions not answered in the FAQ.  If you have a question about a specific order you placed with us, please send a message to our Fulfillment Coordinator.

fulfillment@focusattack.com

She can assist you with the following:

• Combine two orders into one shipment
• Change the contents of an order
• Tell you the status of an order you placed
• Assist with existing order shipping issues
• Cancel your order
• Answer questions about order items that you want to return

Make sure to include your order number(s) when making an inquiry.

You can also use the form directly from your account.  To access this form, please login, select "My Account" and then select "View Messages".  You can see our responses to your messages here as well.

No matter how convenient, do not use the form at the bottom of this page if you are inquiring about an existing order.  Any order inquiry will be delayed.

Returns

I just bought something from you, but it was defective/broken when I got the item. What should I do?

Each Focusattack.com product is packed with utmost care before shipping. If possible, we will carefully inspect the items before they are shipped. If for some reason, the item is defective when you receive it, please follow our product return instructions specifically for defect units.  We will make arrangements to replace it with the same item or refund your money.

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Can I return an item in the 30-day period if it's not in the same condition in which I received it?

Any modifications made to an item and then returned to Focusattack.com within the 30-day period is subject to inspection before we remit store credit or refund.  Modifications would include physical alterations, noticable scratching and nicks, twisting of contacts, appearance of welding or artifacts on metal contacts. All items are deemed in "new" condition unless specified in the product description.  If the items are returned in a condition unfit for resale (ie opened box, parts removed, cables or cords cut or extended, malfunctioning, etc. then you will receive store credit for the purchase price minus a 20% restocking fee. Shipping and handling charges are NON-REFUNDABLE.

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What if I just don't like it, and want to return it?

All of the products bought from Focus Attack carry a 30-day money-return policy. You have approximately 30 days from receipt of your product to claim a return. If the item is unopened or unaltered, please follow our return policy to file a return claim. If the items are returned in a condition unfit for resale (ie opened box or parts scratched, malfunctioning, etc. then you will receive store credit for the purchase price minus a 20% restocking fee. When the item is reurned and checked, you can receive either a refund of the purchase price for that item, or store credit. Shipping and handling charges are NON-REFUNDABLE, unless the item was defective.

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What if I ordered the wrong product from you and want to replace it?

You are responsible for paying any cost differences between the product you incorrectly ordered, and the replacement product.  You must also pay charges involved with returning the product, and for shipping a replacement product.

The ability to receive a replacement product will depend on available inventory, and condition of the returned products.  If the items are returned in a condition unfit for resale (ie opened box or parts scratched, malfunctioning, etc. then you will receive store credit for the purchase price minus a 20% restocking fee. Before we send a replacement for an incorrectly ordered item, you must agree to pay an invoice that includes the product cost difference and cost to ship the replacement. Shipping and handling charges are NON-REFUNDABLE.

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My buttons have very fine scratches on them.  Can I return them for a full refund plus my return shipping expenses paid?

Focusattack.com receives button manufactured and imported from Japan.  Buttons - by default - may have very fine scratches on them from the manufacturing and shipping process. This is something we have very little control over.  We cannot accept button return requests under the notion that they have tiny scratches.

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Can I return product A to exchange for product B?

We can only honor exchanges of the same product if it is deemed functionally defective.  We cannot exchange one product with another, different item.  You can return the original product within 30 days as per our return policy.

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Technical

I have a technical question about a product I ordered.  Can I ask you about it?

Focusattack.com does not offer direct technical support for products made outside of our company.  We don't offer this because many joysticks use a unique combination of wiring, PCBs and other configurations that make technical assistance difficult to perform.  However, we can usually point you in the right direction should you have questions about installing and using this product.  Support details, such as videos, websites and forum threads are often posted on the product pages themselves.

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International Shipping/APO & FPO Shipping

What are your shipping options? Do you ship internationally?

We often ship domestically using USPS Priority Mail, or USPS First Class Mail. It usually takes 3-4 days to receive a shipment, not including at least 1 day handling time. We cannot ship during weekends or during holidays observed in the USA.

We will gladly ship internationally using USPS International Priority Mail or International First Class Mail.  Please note the following before making your purchase:

• Actual retail value for a product is entered into customs forms.  Discounts are not applied.
• You are responsible for any and all VAT or customs taxes from imports that are applied to your residence.

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I've chosen to ship my order via USPS First Class International.  Why is it taking so long to arrive?

Cheaper international shipments, such as First Class International shipments, can take between 21 to 90 days to arrive at your country. Recently, we bagan implementing a new shipping service. This service does provide better tracking information for First Class International shipments, with reduced delivery time. However, there is still potential for customs to hold up any shipment. If shipping time or detailed tracking is important, we highly recommend choosing Priority Mail International.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.  Please note that estimated shipping times for international shipments is to inbound foreign customs only.

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I don't see First Class International as a shipping option for my country.  Why?

One of the challenges in providing an economical shipping method such as First Class International is meeting customer expectations.  FC International is slow and the status of a package cannot be tracked outside of the USA.  If we receive numerous complaints from customers of a specific country in which orders placed via this method, but are not receiving them, then we must disable this shipping method for that country.  We are sorry for the inconvenience.

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Why does my tracking number say "There is no record of ths item" when I checked it on USPS.com?

Please allow up 24 hours for the shipping status to update on the USPS database.  If you live in the USA, ordered via Priority or Express, and several days pass with no change, then please contact us.

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Why does my USPS Priority or Express international tracking number display someone else's information?

USPS recycles its Priority or Express international package tracking numbers after the item is delivered. That tracking information is held for several years until it is used again. All new orders that are shipped from Focusattack.com are given a number directly from the Post Office's automated servers.  Please allow at least 24-48 hours for the USPS server database to update with the new information related to that tracking number. 

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I hear that you ship to Puerto Rico.  Why doesn't the store allow me to register with my PR address?

Puerto Rico is a USA territory.  Often customers forget to include this as their country so the store does not recognize the designation. 

Here is an example of a properly formatted PR address:

[customer name]
Villas del Rio 213 calle Rio Yaguez
Humacao, Puerto Rico, 00791
United States

More information regarding how to format Puerto Rico addresses is available at the USPS website:

http://pe.usps.com/text/pub28/pub28c2_041.htm

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How much is shipping to my country?

Shipping cost depends on three factors: total weight of the order, your location, and the shipping method you choose.  We cannot determine that for you until your order proceed to checkout.  There, the shipping is calculated by those factors and presented to you before you initiate payment.

Can you mark my shipment as "gift" or lower the value so I can avoid international customs VAT duties?

I'm afraid that we cannot do this.  Postal regulations require that we post the actual retail amount of a commercial product in the package. It is illegal to do otherwise.  Any requests to adjust customs fees will be ignored; please do not ask.  We also cannot mark your shipment as "gift" to avoid customs fees.  You are responsible for these taxes; we have no control over import taxes that are added by customs in your country.  If you plan to purchase frequently within the US, you may want to consider Bongo International.

Bongo International. Low-cost and convenient international shipping

We have partnered with Bongo International to service our customers Worldwide!

Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.

International customers can save up to 82% off typical international shipping rates by following these four easy steps:

	Register with Bongo and receive a U.S. shipping address.
	Enter the Bongo address as both your billing and shipping address.
	Use the credit card that you have on file with Bongo as the payment method.
	Once the order arrives at Bongo, log into your account to forward to your country.

If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.

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Can you ship to APO/FPO addresses?

We do ship to APO and FPO military addresses via U.S. Postal Service.  Unfortunately, we cannot supply detailed tracking information for shipments to APO/FPO addresses. Once the shipment leaves our country, all shipment tracking stops.

When completing your Shipping Address during checkout, please make note of the following.

• The City must be entered as either "APO" or "FPO"
• The State must be selected as either "AA" "AE" or "AP"
• You must enter your Zip code
• Always remember to enter your full name, grade, and PSC or unit number

Please note, orders shipped to an APO/FPO address do take longer to be delivered. Please allow 2-4 weeks for your package to arrive.

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Miscellaneous questions

Where are you guys located?

We are located in Northeast Pennsylvania.  Shipping times to national locations will depend on your proximity to us.  

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What are your business hours?

Our business hours are Monday through Friday, 9am to 5pm US EST.  If you send us a question outside of these hours, we may respond the following day.  Questions asked over the weekend are subject to response at our convenience.  

Shipping hours are specifically Monday through Friday, 9am to 1pm US EST.  This means that if you order after 1pm EST Monday through Thursday, your order could ship the following day.  If you order after 1pm EST Friday, your order could ship the following Monday. 

National US holidays that are honored by the US Postal Service, such as Christmas, New Years, Thanksgiving, and so forth can delay any of our services. 

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Can I call you about an immediate question I have?

If you have a question that absolutely can't wait for a response, you can call us toll free at 1-855-95-FOCUS (1-855-953-6287) or send a fax at 610-978-3009 (standard rates may apply for fax).  We encourage you to contact us by email or using the contact us form, however.  Please do not be put off if you don't receive an answer, I currently run the business part time, and cannot answer calls too often.

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So why does Focus Attack exist now?

The fighting game scene has evolved over the past 2-3 years into a rather large, yet still tight-knit community of game players, joystick and arcade tech enthusiasts, and fans.  In 2009, Focusattack.com opened its doors on eBay determined to carry some of the most diverse Street Fighter memorabilia around.  What I quickly learned was that the scene was indeed fans of the game, but on a much deeper, more competitive level.  Players like you weren't entirely concerned in a character's backstory or appearance.  Rather, many were interested in how well they could fight using that character.  For example, my main - or fighting game character I'm most effective with is Guile; to me his charge attacks are easier to perform on a joystick. 

With this knowledge, I looked into how I could assist the community's players, and decided that carrying new, unique and worthwhile arcade joystick parts and accessories was the best way to do it.  It's been a fun ride so far, and I hope to continue for a while.

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Can focusattack.com build a custom joystick for me?

I'm afraid that we don't yet offer this service.  That said, you may inquire services at Shoryuken.com's "Check out my New Arcade Stick" forum thread.

There are many talented people displaying their joysticks, plus others that offer building services.

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Will you eventually cover more joysticks, buttons, PCBs etc?

There's little doubt that if Focus Attack becomes a popular place to find all sorts of fighting game parts, tools and collectibles, we would love to expand it.  Focusattack.com has grown quite a bit since its humble introduction in early 2010.

To keep up with new developments at the store, you can subscribe to our store newsletter, follow us on Twitter, or become a fan on Facebook.

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Will you sponsor my fighting game tournament/team/person?

We get a lot of sponsor requests. I'm afraid that while we do sponsor tournaments and other events, we are limited in which ones we can afford to sponsor.  If you haven't heard from us directly or don't have a major that appears on Shoryuken.com front page or other major tournament website, it's unlikely that we can sponsor your event.

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How can I contact you if nothing in the FAQ answers my question?

Please double-check to make sure that your question wasn't already answered in the FAQ.  Many skip the FAQ when the answer is in fact already answered. Questions that are already answered here are considered lower priority and will not receive a fast response.

  I'll try to answer any other specific question not covered in the FAQ within 24 business hours when you use the contact form below. Thanks!

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