MLK HOLIDAY: ORDERS SHIP TUESDAY 1/17. FA.REWARDS SPECIAL [INFO]

Frequently Asked Questions & Store Policy

Have a question?  Save yourself time waiting for us to respond to some of the more common inquiries we receive from fellow players and customers by reviewing the answers in our F.A.Q.

Many of our store policies are mentioned in the FAQ as well.  Please take time to review some of the information presented here.

Ordering | Returns | Technical Support | Personalization (FA Plexworks)Shipping | Website |  Miscellaneous Questions

Ordering, Payment Method, and Registering.

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. NOTE: If using a credit card, the following conditions must be met or we will void the transaction:

  1. Billing address must not represent an international forwarding service.  We are keeping track of common forwarding services. If you are an international customer, you MUST provide the billing address that is registered to your credit card, or we will cancel the order and refund your purchase.
  2. 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.
  3. Customer name and address MUST match the name and billing address on the credit card
  4. 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

Please note that we do NOT accept checks or money orders.  All orders must be made via credit card, or other payment services such as Paypal.

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How does pre-ordering work at FA?

Recently FA has added a pre-ordering feature to the store.  Over time, you will find that pre-ordering is possible for key items that meet the following criteria:

  • Popular items whose demand eclipsed available supply, and supply may not arrive for weeks. 
  • New items that may arrive in a few weeks or 1-2 months.

This will not include common products that are out of stock, such as Sanwa or Seimitsu buttons or joysticks.

Pre-Ordering - How and Why We Reserve

When a pre-order is completed the product is put into reserve, separate from any non-preorder products on our website. This means that you can only reserve pre-order items.  It is not possible to add common products to your cart if a pre-order item is already in it, or vice versa.

Please look at the following scenarios:

  • SCENARIO 1: You add a pre-order item to your shopping cart then proceed to add a common product. The "Add to Cart" button is missing, and you receive the following message:

    Pre-order notification message
    You must instead remove the pre-order item to the cart, or complete checkout with that pre-order item.

  • SCENARIO 2: You have common items in your cart, and proceed to add a pre-order product to it.   The "Add to Cart" button is missing, and you receive the following message:

    Pre-order notification message 
    Pre-order items cannot be mixed with common products; they must ship separately.  You can complete checkout with your common products, and start a new order with your reserve product.  You can also clear your shopping cart to add the pre-order.

  • SCENARIO 3: You manage to add both pre-order and non-preorder items to your cart, which can happen if you click the small cart icon under any product within a category. However upon visiting your cart, the "checkout" button is missing and you see this message:

    Pre-order notification message at view cart

    By removing either the pre-order item or common item(s) from your cart, you can proceed to checkout.

Reserving your item in this manner ensures that when the pre-order item arrives, it will ship promptly, as staff can focus on shipping this product by itself. You also do not have to wait for your non-preorder items to ship. Just place a separate order and it will ship in the usual 2-3 business days. 

Additionally, if an expected reserve item release date misses its mark, staff can quickly refund your order in full should you request it.  In worse case it is cancelled, we can immediately refund everyone who ordered it.

Order Status for Pre-Order Items

When a pre-order is placed, its status will change to "Awaiting Shipment" within 2-3 business days.  This means that staff has identified your order as a pre-order, and will begin shipping at the expected release date.  You will receive an email when the order is updated to reflect this. When your order is shipped, you will receive a second email.  A tracking number is provided in that email.  Please allow at least 24 hours for tracking to update on the shipping carrier's servers.

If pre-ordered as a guest, please know that order status updates will only come via email.  Please read about ordering as a guest.

Shipping pre-order/reserve items

If you reserve multiple items that have different release dates, the order will ship when the last pre-order item arrives. This is because the shipping costs are based on the total weight of the order you placed at the time, and will not cover the costs of shipping it separately.  It is advised that you only reserve items within the same launch time, or create multiple orders for the different reserve items.

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Can I use a prepaid credit card?  if so, how?

Yes.  To use a prepaid credit card as a payment option, you must select select "Paypal" as your payment option.  Please note that this applies to domestic purchases.  The prepaid card must have a Visa®, MasterCard®, American Express®, or Discover® logo on it. Please note that this doesn’t apply to merchant-specific gift cards, which do not have a Visa®, MasterCard®, American Express®, or Discover® logo on them.

If you are already a PayPal member, you can simply add prepaid gift cards to your wallet then start using them during checkout - just like any other credit or debit cards.

If you don't have a PayPal account, you can just enter the card information during checkout in the same way you would do with credit or debit cards.

If your payment via prepaid gift card was declined, there are some potential reasons to explain what happened:

  • If your payment is declined, it’s likely that you don’t have enough money on your prepaid gift card to cover the entire transaction amount. You may want to use another card or buy a less expensive item.
  • You may also get an error message if your prepaid card was not issued in the U.S. or if you are trying to buy from an international merchant.
  • If you get a declined message during checkout even if the prepaid gift card has enough balance to cover the full amount, then you may have to register your billing address with the card issuer. Look for a contact website or phone number on the back of the prepaid gift card to complete the registration process. Once registered, please try again.

If you receive an error message when trying to add a prepaid gift card to your Paypal account:

  • In rare occasions, you may have to register your billing address with the card issuer. Look for a contact website or phone number on the back of your prepaid gift card to complete this registration process.
  • You may also get an error message if your prepaid card was not issued in the U.S. or if you are trying to buy from an international merchant.


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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.  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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How long does it take to process an order?

We normally ask for at least 2-3 business days (does not include weekends) to process an order, as it becomes part of a queue. Occasionally that can take longer due to a higher-than usual order quantity, or holidays in which staff are not available, or the post office is not in service. Here is a list new-window-icon.png of USPS non-service holidays, in which FA staff are not present..

If you are placing a FA Plexworks custom order, we ask for 5 business days to process, as these orders require special treatment to complete, pack and ship.  More information is available herenew-window-icon.png

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I placed an order, but received a reminder email that my order wasn't completed. Did my order complete, and if so, why does this happen?

A shopping reminder is automatically sent to a customer if they do not complete an order during a session on our store.  This can also occur after moving to another computer, or on one's phone to continue shopping. The reminder is tied to the session that took place. By "session", we mean that items were added to the cart. If you completed your shopping on another device, you can go to that device and clear your shopping cart . That will automatically stop the reminders. There is also a link near the bottom of every reminder email that allows you to unsubscribe, so that you won't receive any more reminders, even if your cart is not empty. You'll receive just two more reminders, which you can ignore.

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I placed an order as a guest.  How do I find out when my order has shipped?

When you place an order as a guest, the store will send a series of notifications by email.  The first is a notification that your order was placed.  The second will notify you when your order has shipped, and a tracking number for the shipment.  Additionally, you may receive notification if an order is refunded to you, or a message from our staff if there is a question about the order contents.  

If you did not receive these emails, please check your spam filter, as it is likely that the email was caught by a spam filter and did not arrive to your inbox.  You can address this by adding our email address to your spam whitelist.

The advantages of a guest purchase means that your information is not saved in the system.  The disadvantage is that you cannot login to see the order status - all communication is sent by email.

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Can I transfer orders placed as a guest to a newly created store account?

I'm afraid not.  As a guest account, the system does not automatically link to an order that is placed in this manner.  To keep track of future orders, you should create a customer account.

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I didn't receive an order confirmation, but bank shows you took my money.  What is going on?

When a credit card payment is issued to our payment gateway, it hasn't actually left your bank until the gateway approves the payment.  The funds are instead held by the originating bank.  We haven't actually received your funds.

When a payment is rejected by our gateway, the gateway immediately sends a command to the originating bank to no longer hold the funds.  However, your bank can take 1-5 business days to release the funds back to your account.  

The most common reason why credit card payments are rejected in this fashion is because the customer has moved recently, and uses his or her new residence as a billing address.  The address verification system (AVS) still has the older residence on file.  When our gateway checks the address and it doesn't match, the payment is rejected.  The store does not accept the order, and you do not receive an order confirmation.

To correct this, please retry ordering by entering your original billing address and new shipping address.  It will take some time for your bank or credit card company to reissue new billing address under your credit card.

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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 has moved recently, and uses his or her new residence as a billing address.  The address verification system (AVS) still has the older billing address on file, and thus rejects the card when our system submits the transaction under the new address.
  • 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 authorization 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.

If you have moved recently, or believe that you may have the card registered under an older billing ddress, please retry ordering by entering your original billing address and new shipping address.  It will take some time for your bank or credit card company to reissue new billing address under your credit card.

International Credit Cards

We use Paypal Website Payments Pro to process credit cards.  While this offers most customers a seamless method to process their order, there are some restrictions for credit cards that use a specific currency.  Here is a list of the currency's that we can process natively via credit card:

  • AUD (Australian Dollar),
  • CAD (Canadian Dollar)
  • EUR (Euro)
  • GBP (UK Pound Sterling)
  • JPY (Japanese Yen - up to 1,000,000 JPY)
  • USD (US Dollar)

When a currency outside of this list is used for a credit card transaction, an error may appear:

Your financial institution has indicated that it could not successfully authenticate this transaction. To protect against unauthorized use, this card cannot be used to complete your purchase. You may complete the purchase by selecting another form of payment or use a different card.

If you have a Paypal account, and your credit card is registered to this account, you can choose "Paypal" during checkout.  Here, you can use the registered credit card to complete the purchase.

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What does "Awaiting Fulfillment" mean?

"Awaiting Fulfillment", and "Shipped" are phrases that depict the current status of your order. "Awaiting Fulfillment" means that your order was received and is currently processing by our fulfillment team. 

When the order is finished processing, you will receive a updated "Shipped" message.  This means that the order has received a shipping label, and scheduled to ship the same or following business day.  Please allow 24 hours for any tracking associated with the shipment to update on the associated carrier's website. 

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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 orders@focusattack.com, or send a message to us directly from your account. We will contact you within 1 business day 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.


Please note that this is not guaranteed, as fulfillment may have already completed shipping the order before receiving your request to edit.

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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 orders@focusattack.com, or by sending a message to us directly from your account.. Including your order number will expedite 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.

Please note that this is not guaranteed, as fulfillment may have already completed shipping the order before receiving your request to cancel.

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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?

FA Plexworks Orders

If you have a custom FA Plexworks order, and want to combine with an existing order, you must inform us that you want the orders combined.  We will otherwise assume that you do not want to wait for the custom order to process (we ask for up to 5 business days new-window-icon.png)

Domestic Orders

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.  Full or partial refund depends on the second order's weight when combined with the first order.  In many cases, the full shipping cost is refunded, but there are cases in which the additional weight requires we factor in some of the shipping costs of the second order.

To note, combining orders is not guaranteed.  Fulfillment is actively packing orders within 2-3 business days of the first order arriving, and may not notice the second or third order until the first has already shipped.  

International Orders

Often, we receive requests from international customers not to combine orders, even if they create multiple orders before shipping.  For them, this helps to keep the declared value below VAT requirements.  This varies per country.  

Unless an international customer requests combining shipments, we will not combine them. 

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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".  Future emails will go to this address.

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I have question about my order.  Who can I contact about it?

If you have a question about a specific order you placed with us, please send a message to our Fulfillment Coordinator.

orders@focusattack.com

Our fulfillment representative 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 there as well.

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If I placed an order, and inventory later says there are no more of a product in stock, does that mean that I can't get the product I ordered?

Any inventory available on the website represents what we have in stock. Once you purchased an item, that item is reserved for you (first come first serve). With rare exception to an inaccuracy with inventory count, we don't sell more than we have.  That inventory has sold out only means that other's reservations were filled as well, and we have no physical inventory to meet future reservations until we restock.

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I receive the message "Unfortunately one or more items in your cart can't be shipped to your location..." when trying to estimate shipping costs.  What does this mean?

There are two reasons why this message may appear when you attempt to create a shipping estimate while in "View Cart" section.

The first - specifically for internernational shipments - we potentially cannot ship to your country due to carrier restrictions or frequent customer violations from the country.

The second pertains to the system's interpretation of the contents in your cart.  When the system creates an estimate, it factors in total unpacked product dimensions to determine whether a shipping carrier can manage the shipment. For example, the system doesn't know that we can stack items horizontally or vertically to save space. If you are creating a large order (15-20 items or more), the unpacked dimensions may exceed maximum accepted package dimensions allowed by the carrier.  

To work around this limitation, you can create multiple orders. Our order fulfillment team will combine them, plus refund the difference of the shipping costs once packed.

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I have questions about my FA.Rewards.  Do you have a FAQ for that, too?

Yes, we do.  Head over to our FA.Rewards page to learn more about the rewards program, plus answers to customer questions we have received over time.

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Why didn't you follow through with specific delivery instructions I included in customer notes?

Customer notes, which are placed during checkout are means to for fulfillment assist with specific requests.  However, it is not possible to pass delivery instructions to your local post office.  Tasks such as "Leave at the back door" or "call me at gate #5 when it arrives" will not be acknowledged by them.  You may instead try to contact your post office to make delivery exceptions for you. 

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Returns

What is your return policy?

Every product sold by Focus Attack is warranted with a 30-day money back return policy. If you are not satisfied when you receive your item, please return it within 30 days for a replacement or money back.

  • All items are guaranteed brand new without defects, unless otherwise stated as "Used". DEFECTS (if any) are highlighted with *mark in description. We authenticate every item to the best of our knowledge before we list.
  • The color of real item may be different from the model photo due to different photo taking background, lighting and various computer effects.
  • All returns must be noticed within 30 DAYS of receipt of merchandise. Shipping and handling charges are NON-REFUNDABLE, unless the item is defective upon receipt.

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I originally placed an order as a guest, and want to return the product.  Is this possible?

Yes, but it does require steps on yours and our end to make possible. When you order as a guest, the system does not link your order to features normally offered to registered accounts, such as returns.  The system does allow us to link a guest order to an account that is created by you afterwards, but we must do this manually.

To initiate a return request as a guest:

  1. First, contact orders@focusattack.com.  Mention your order number in your message to us.
  2. If an account is not yet created, please create one by clicking "Create Account" in our site menu.  
  3. Once created, please send a reply message to us that the customer account is available.  We will then manually link your account to the order that you want to return.
  4. From there, you can follow the steps here to create a return request.

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How do I return all or part of an order?

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.  You will receive a confirmation email when the return request is made.

When the return is authorized, you will receive a follow up email with instructions to return the items.  To find your Return ID (RMA), login to your account, and click "Return Requests" under "My Account".  The RMA is a 3 or 4 digit number.

Once you receive an Return Authorization from Focus Attack Customer Service, you must perform the following steps to receive proper credit for the return:

  1. Securely re-pack your merchandise.  You can use the original packaging and shipping box, or alternative materials.
  2. It is recommended that you insure your package for the full value of the merchandise bring returned, in case the shipment is lost during transit.  
  3. Ship your returned item to:

    Focus Attack LLC Returns Dept.
    6801 West Tilghman St. Unit #112
    Allentown, PA 18106


    Return it to us using the delivery carrier of your choice. We recommend shipping by a traceable carrier such as USPS, UPS, or FedEx if available.
  4. Check your email. We will notify you once your return has been processed.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

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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 review our defect return policy for domestic and international customers below:

Defective Item Return/Exchange Policy

PCB HARDWARE RETURNS | GENERAL DEFECT RETURNS | INTERNATIONAL DEFECT RETURNS

Note that our policy is updated as of 6/19/2014.

ELECTRONIC PCB RETURN POLICY (US AND INTERNATIONAL)

PCBs that are not enclosed in a protective covering, or bare PCB boards, are prone to electronic and voltage damage under various unexpected conditions.  We rely on the customer's ability to work with the PCBs and related applications, such as soldering wire components, or testing the PCB in their configuration. Mistakes can happen, yet blamed on the PCB as defective because the proper tools are not used to test whether connections are not working.  Because of the nature of the PCBs that we sell, and their intended application, use of a multimeter to confirm voltage is passing through properly is strongly encouraged.

When a PCB is not functioning as expected, we must ask that you do the following before requesting a defect return/exchange:

  1. When possible, please confirm the connections by using a multimeter.
  2. If the multimeter isn't returning the expected voltages, please contact support@focusattack.com.
  3. When contacting support, please attach a hi-resolution photo or several photos of the PCB as installed into your Fightstick/custom joystick or arcade cabinet.  Be sure to include wiring connections.  DO NOT REMOVE THE PCB BEFORE TAKING THE PHOTO.  We need to see what it is connected to in order to potentially troubleshoot.
  4. Additional helpful information:
    • A detailed description of the problem
    • Whether the part is installed into a commercial Fightstick (MadCatz, Hori, Qanba), or custom-built Fightstick
    • What console that you are commonly using (Xbox 360, PS3, other)
    • If using a PC, what operating system you are using
    • Any photos that you can take of the PCB when installed into the Fightstick, plus wiring connections or soldering that leads to the PCB.
  5. If you own a multimeter, please include the results of the connections that you tested.

Support will create a ticket and review the information you provided.

USA: Once determined that the PCB is defective, we will either issue a replacement PCB, or a refund of the PCB purchase price, plus shipping if purchased solely. The replacement will contain a return label for the defective unit, which we will inspect further.

If the defective unit is not returned via pre-paid label within 30 days, your credit card will be charged for the replacement unit, or a Paypal invoice will be sent for payment of the replacement unit.  We will notify you of the charge before performing this action.  If a paypal invoice is issued and not paid, further measures will be taken.

INTERNATIONAL: Once determined that the PCB is defective, we will issue a refund of the purchase price and shipping.  We reserve the right to block any international customer account that abuses this policy.

GENERAL RETURN POLICY

Focus Attack takes care to ship each item as NEW without defects.  If the item does not function properly and potentially defective, please follow these instructions to return it.  

  1. Login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
  2. On the following form, please  tell us how your product isn't working or what is physically broken.  

    If you have already filed a support ticket, please include the ticket ID.  You will find this in your support email messages.
  3. If we have a replacement unit, and you live in the United States, we will ship a replacement unit with a return shipping label for the damaged or defective component.
  4. Once you receive the replacement unit, please use the shipping label to return the defective product.

If the defective unit is not returned within 30 days, your credit card will be charged for the replacement unit, or a Paypal invoice will be sent for payment of the replacement unit.  We will notify you of the charge before performing this action.  If a paypal invoice is issued and not paid, further measures will be taken.

INTERNATIONAL RETURN POLICY

Due to shipping limitations, we cannot offer this service to international customers.  If a defective product is reported, we will issue a refund for the product. We reserve the right to terminate any international customer account that abuses this policy.

Please note that defective products must be discovered within 30 days to qualify for the Defective Item Return/Exchange Policy. If after 30 days of receiving your product, it proves to be defective, we would like for you to deal with the manufacturer. They will inform you on how to proceed based on their policies.

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My Fightstick arrived damaged or is not working.  Now what do I do?

I'm sorry that you had this experience.  Due to the retail value of Fightsticks, we must take extra steps to confirm damage or defect.  Below are the steps to address the following scenarios:

Damaged Fightstick (Domestic)
  1. Before contacting us, please take a photo of the box your Fightstick arrives in.  We will use this information to file a claim with the shipping carrier.  All Fightstick orders are insured against damage or loss.
  2. Do NOT open the Fightstick case before contacting us.  Doing do voids our 30 day return policy, and will not be accepted for return.  Take any photos of physical damage to the Fightstick.
  3. Please contact orders@focusattack.com and attach photos of box and Fightstick.
  4. Orders will issue a free return label for the damaged product.  Repack the fightstick, making sure to include all parts and packaging materials that was with the Fightstick.
  5. We will only ship a replacement (as applicable) once the shipment is returned to us.  There are absolutely no exceptions to this process.
Damaged Fightstick (International) 
  1. Before contacting us, please take a photo of the box your Fightstick arrives in.  We will use this information to file a claim with the shipping carrier.  All Fightstick orders are insured against damage or loss.
  2. Do NOT open the Fightstick case before contacting us.  Doing do voids our 30 day return policy, and will not be accepted for refund.  Take any photos of physical damage to the Fightstick.
  3. Please contact orders@focusattack.com and attach photos of box and Fightstick.
  4. Please allow us to file a claim with our shipping carrier.  Once our shipping carrier accepts the claim, we will issue a refund.  There are no exceptions to this process - we must first file a claim before issuing a damage refund.

All steps to file a damage claim for Fightsticks must be performed within our 30 day return window.  We will not accept Fightstick damage returns after 30 days.

If an international mail forwarder is used to ship Fightsticks that are not designated outside of the United States, all warranties and return policies are void.  We will not accept any returns or damage claims under these conditions.

Defective Fightstick (Domestic)

If a Fightstick you received isn't working, please allow our tech support contact to troubleshoot with you:

  1. Do NOT open the Fightstick case before contacting us.  Doing do voids our 30 day return policy, and will not be accepted for return.
  2. Please send a message to support@focusattack.com with a detailed explanation of your issue.  Include the following details:
    • Mention console you are connecting to: Sony PS4™, PS3™,  Microsoft Xbox One™, Xbox 360™, etc.
    • Indicate whether you have connected it to a converter, such as a Brook Super Converter.
    • Let us know what console game you are attempting to use it with.
    • Explain the steps that led to the issue you are reporting.
  3. If connecting to PC, please provide the following information:
    • Operating system and version (ie: Windows 10)
    • Joystick input driver (XInput, Xbox360 driver, etc.)
    • Software used to test joystick input (joy2Key, Windows built-in joystick input tester, etc.)
    • Software that the Fightstick is used for (MAME, SFV or MKX for PC, etc.)
    • Screenshots of errors that appear upon connecting to PC
  4. Support contact will determine if the Fightstick has a electronic defect.
  5. If determined there is a defect, orders will issue a free return label for the damaged product.  Repack the fightstick, making sure to incorporate all parts and packaging materials included in the Fightstick box.
  6. We will only ship a replacement (as applicable) once the shipment is returned to us.  There are absolutely no exceptions to this process.
Defective Fightstick (International)

Please follow the steps 1-3 as listed for domestic defect claims.  We handle defect claims on a case by case basis for international customers, due to the nature of the product.  Please consider buying Fightsticks within your region elsewhere if you are concerned about this.

If an international mail forwarder is used to ship Fightsticks that are not designated outside of the United States, all warranties and return policies are void.  We will not accept any returns or damage claims under these conditions.

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I don't like my Fightstick purchase and want to return it.  How can I do that?

If the Fightstick box is opened, and Fightstick removed from box, it is subject to a restocking fee upon return. Please see the following return policy answers for details:

If an international mail forwarder is used to ship Fightsticks that are not designated outside of the United States, all warranties and return policies are void.  We will not accept any returns under these conditions.

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I received my order, but items were wrong or missing.  What will you do about it?

We're very sorry that you had this experience.  When this happens, we will address domestic and international customers in the following manner.

  • For domestic customers (USA, US territories), we will issue a replacement shipment to correct the items that were missing or incorrect.  
  • For international customers, we will issue a refund for the purchase price of the item. We reserve the right to terminate any international customer account that abuses this policy.

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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, noticeable 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 returned 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 charges involved with returning the product.  Upon receipt and inspection, we will apply store credit to your account for the purchase price, less original shipping.  You can use your store credit to purchase the correct items, or any other 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. 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 Support

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

Focusattack.com now offers free, one-on-one technical support for products that you ordered, and ones you haven't.  You can drop by our Knowledgebase at support.focusattack.com, search or browse helpful articles and prior solved tickets.  If the knowledgebase doesn't answer your questions, you can click the red "Ask Us" button to create a support ticket. A member of our support team will attempt to reply to your ticket within 2-3 business days, excepting weekends.

You can also send a message to support@focusattack.com.  Check out our article on Troubleshooting/Repair Best Practices to help us get started on your issue.

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Personalization (FA Plexworks) 

What is FA Plexworks?

FA Plexworks is a new custom artwork printing and acrylic plexi etch service under focusattack.com.  You can submit your own artwork to personalize a growing number of commercial Fightsticks such as the MadCatz TE2, Hori RAP 4 and others.  A full description of the service and benefits is available on support.focusattack.com. new-window-icon.png

Can I return custom orders placed under FA Plexworks?

Because each order created via FA Plexworks is a custom request, it does not qualify under the same return policy that applies to other products sold by FA.  Please review what qualifies for replacement or refund for custom orders at our support site. new-window-icon.png 

How long does it take to process a custom order?

We ask for 7 business days (business days do not include weekends, national holidays that USPS will not ship, and pre-announced events in which staff is not present) to process a FA Plexworks custom order. Any custom orders require some preparation to translate the submitted files to the finished media.  This includes reviewing the template file you submit to ensure it is the proper format for etching or printing, preparing the machines for the next  print or plexi, allowing the finished work to dry or receive polishing, and securely packing the order.

Can I see how a custom order is coming along?

We offer the Custom Job Status Center to keep track of how your order is progressing from start to finish.

If I made a mistake when submitting artwork, how can I send you a correction?

Mistakes can happen, of course.  You can use our custom order correction form to send us a corrected file.  Please note that once orders reach "dry/polish", "completed" or "shipped", we cannot perform further updates to artwork, and will not re-do the custom order with corrections.  To learn what status your order is currently in, please review our Custom Job Status Center.

Where can I get more information about FA Plexworks?

We cover in great detail what products and services represent FA Plexworks, templates that you can download for artwork submission, artists for hire, plus tips to properly submit content for laser engraving or artwork printing services at our support website, support.focusattack.comnew-window-icon.png

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Domestic, International and APO & FPO Shipping

What are your shipping options? Do you ship internationally?

We often ship domestically using USPS First Class Mail, Priority Mail, Express Mail. Shipping is initiated from eastern Pennsylvania, and transit time will depend on your geographic location and chosen shipping method.  We ask that you allow at least 24-48 hours processing time before your order ships.  Occasionally that can take longer due to a higher-than usual order quantity.  We do not ship on weekends or national holidays.  If there are periods in which we cannot ship outside of weekends or national holidays, then we will announce those dates in advance. 

Here is a list of USPS non-service holidays, in which FA staff are not present (opens a new window)

In addition, here is a list of domestic transit times for USPS Mail.  This doesn't include processing time.  Please click here to see the UPS transit map.

  • USPS First Class Domestic can take 3-8 business days depending on proximity from our warehouse to your location.
  • USPS Priority Domestic will take between 1-3 business days. Detailed tracking provided.
  • USPS Express Domestic is guaranteed next day by the carrier.  Again, please consider processing time before placing your order, as we may not have the ability to ship same day. 

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

  • USPS First Class International can take 2-4 weeks, or in extreme cases, up to 90 days to deliver depending on geographic location, customs, and local delivery. FCI does not offer tracking.  Max weight is 4lbs.
  • USPS Priority takes up to 14 days, and offers tracking.
  • USPS Express takes up to 5 days, and includes detailed tracking.
  • 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 ordered "Priority" or "Express" Shipping.  Doesn't this mean that you'll process my order faster?

When you see the options "USPS (PRIORITY MAIL)" or "USPS (EXPRESS MAIL)", this does NOT represent the priority given to your order.  Rather, this refers to the USPS carrier service.  These higher cost services by that carrier will deliver your order faster once it leaves our warehouse.  

I stress this because we must observe the minimum 48-72 business hours (2-3 business days) to process orders.  Your order becomes part of a queue behind all orders that were placed before yours.  If you need the order the very next day, please take this into consideration.  We do our best to get orders out quickly, but we cannot guarantee that an order will ship the same day you order to arrive the next day. 

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I just received an email that my order has shipped, but tracking is invalid. Why?

Internally, our system will automatically email customers as soon as an order is posted for shipping. This means that the order will be picked up by the post office today.  However, the tracking number will not post data on until at least 24 hours after pickup.  Please allow at least 1 business day before checking the tracking number for progress.

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My order shipped via USPS Letter, but tracking doesn't work.  What's happening here?

If you chose "USPS Letter" as your shipping method, please ignore the tracking ID that appears under "Tracking Number".  USPS Letter does not have a tracking ID.  The ID included will identify your shipment with your local post office should it become lost or misplaced.  This notice is mentioned in your shipping confirmation email.

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My domestic tracking shows an "Expected Delivery Day", but shipment still hasn't arrived. What's going on?

Please note that Expected Delivery Day is an estimate provided by the USPS.  Delivery may or may not occur on that specific day.  That said, if your shipment doesn't arrive within 3 days after that day, please contact us and we will investigate.

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I want to use UPS Ground as my domestic shipping carrier.  How long could it take to ship a package from your warehouse to me?

Some may choose UPS Ground instead of USPS for various reasons.  If you prefer UPS ground, please note the following transit days based on our location (Pennsylvania), not including processing time of 2-3 business days:

map-0072.gif

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Why is international shipping sometimes 2x or 3x higher than the single or small item I want to buy?

This is a common misconception; if an order is small, then the international shipping should represent that. International shipping from domestic US to Europe, Asia, Australia and other locations have a cost set by the shipping carrier.  That cost to ship thousands of miles to another country will always have a cost that could exceed the price of the order, if the order is relatively small.  For example, ordering just a balltop to the UK may have a cost 2x - 3x the cost of the product, simply because the carrier must ship that product from the United States to the UK.  The same expense applies if a US customer tried to purchase a balltop from the UK.  Some international mail systems may have better rates than USPS, but there is still an expense that the carriers impose that may cost more than the product simply because it is being sent internationally.  

We encourage international customers interested in purchasing from us to consider buying multiple items to justify the shipping costs, group a purchase with a friend or members of the local community, or consider a mail forwarder like FedEx® Crossborder.  FedEx® Crossborder acts as USA-based address, which can compile shipments from multiple domestic sources and send them as one larger shipment to your international residence.

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Why doesn't my USPS tracking to Canada work properly?

We have learned that USPS.com tracking offers limited tracking to Canada once the shipment leaves the US.  Please enter your tracking into Canada Post new-window-icon.png instead.

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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. 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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Tracking for my international shipment shows it's in Jamaica, NY, but nothing else.  What's the deal?

Often, international customers forget that First Class International USPS shipping does not provide tracking once it leaves the country, updating again only once it arrives to their country and enters customs.  Further, the overlook the following message just below the message:

"Your item arrived at our USPS facility in JAMAICA, NY 11430 on [DATE, TIME]. The item is currently in transit to the destination"

This means that your shipment arrived at the Jamaica NY sorting facility, processed, and now on its way to your country.

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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 must also remove this shipping option for countries in which customers are known to defraud. We are sorry for the inconvenience.

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Why can't an order ship to my country?

We are sorry for the inconvenience.  Here are potential reasons why a product or entire order is disqualified from shipping to your country:

Restricted Products

(Updated 11/28/2016)

Due to licensing restrictions, any Qanba brand products that are designed to work with Sony Playstation 4™ console can only ship to USA or Canada.

Restricted Shipping

There are some international countries that we cannot ship to for a number of reasons, including international restrictions, multiple-complaints that orders did not arrive via slower shipping method, or consistent violations of store policy. Here is a complete list of countries that we limit or restrict shipping:

Limited shipping methods:

  • Brazil: (USPS Priority, Express)
  • Mexico

We cannot ship to:

  • Russia
  • Pakistan
  • Iran
  • Iraq
  • Turkey

Shipping to Mexico

As of September 23, 2016, we have re-opened Mexico to shipping for available carriers.  To address multiple fraudulent customer violations that were reported from the country, we have implemented a new fraud protection system to ensure a safe purchasing environment for all customers.  We reserve the right to cancel,  refund and blacklist customers that the system regards as high risk.  Overall, our hope is to properly serve legitimate players from Mexico - those who are earnestly trying to get what they need.

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Why does my tracking number say "There is no record of this 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

If you choose Puerto Rico as a country, this can also affect your shipping calculation during checkout and view cart.  To receive USPS shipping rates as a USA territory, please enter "United States" as Country, and "Puerto Rico" as State/Province. See example graphic:

State and country designation for Puerto Rico

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

http://pe.usps.com/text/pub28/28c2_041.htm (Will open in new window)

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How much is shipping to my country?

International shipping cost often depends on three factors: total weight of the order, your location, and the shipping method you choose.  We cannot determine that for you until you review shipping options at "View Cart", or proceed to checkout.  There, the shipping is calculated by those factors and presented to you before you initiate payment.

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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 FedEx® Crossborder.

FedEx® Crossborder. Low-cost and convenient international shipping.

We have joined with FedEx® Crossborder to service our customers Worldwide!

FedEx® Crossborder 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. FedEx® Crossborder 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:

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

If you have any questions, please feel free to visit FedEx® Crossborder's website. new-window-icon.png 

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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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Why must I sign for an order that contains a Fightstick?

Signature confirmation is our way to protect against consumer fraud, but it also confirms that your shipment was received safely.  All Fightstick purchases will require a signature confirmation upon delivery.  We are sorry for any inconvenience.

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Website

How do I turn off the video background?

We created the video background to offer a unique presentation to the site, and for many, a chance to see - and hear - arcade games from days gone by.  With several hundred video clips, plus a random playlist each time you visit another page, you'll rarely see the same video twice.  That said, we recognize not everyone shares that experience.

Upon visiting every page of our website, you will see a TV-shaped icon that appears midscreen, then slides away after 10 seconds.  You can return it to the screen simply by moving your mouse away from the center column.  It will appear on the side of the window that your mouse is on, and always nearby the mouse cursor.

By default, video is on, and sound is muted. When sound and video are active, the icon looks like this:

tv-icon-on.png

To turn video and audio off, simply click on the icon that display "ON".  The display will then look like this:

tv-icon-off-a.png

This setting will retain as your navigate through the site, as it is saved to a browser cookie.  Clearing the site cookies will reset to default presentation.

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I forgot my password.  How can I reset it?

Please select "My Account" from the top menu of each page, then select "Forgot Your Password?" under "Sign In To Your Account".  Enter your email address to receive a password reset URL.  Click on the reset URL or enter it into your browser.  You can then change your password to one you desire, and login as a registered user.

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Miscellaneous Questions

Where are you guys located?

We are located in Northeast Pennsylvania, USA.  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 will 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. Other unexpected delays, such as inclement weather, will be announced on our website and social networks.

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Do you have a physical retail location?

Focusattack.com does not have a retail location for browsing or purchasing parts.

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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). Business hours are 9AM EST - 5PM EST. We encourage you to contact us by email or using the contact us form, however.  If we do not answer, you can leave us a voicemail message and we'll get back to you.

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I am attending a tournament this weekend.  Can you make sure I get my order before the tournament?

If you have a tournament weekend, it's best to plan ahead by 1-2 weeks.  This ensures that your parts arrive well before the tournament and you're not waiting for the post office or any shipping service to deliver the parts.  We can't speed up the delivery once the parts leave our facility under your chosen shipping method.  Unless the part you need just broke down before the tournament day, it's likely that you can plan a week or two in advance to get that part.

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So why does Focus Attack exist now?

The fighting game scene has evolved over the past several 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? How about modding?

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. The same goes for modding.

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

There's little doubt that if FA remains a popular place to find all sorts of fighting game parts, tools and collectibles, we would love to expand it.  Our store 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, Google Plus, 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 their question is in fact already answered. Questions that are already answered here are considered lower priority and will not receive a fast response.

You can send a message to us by clicking on the "Help?" or "?" icon that is located on the bottom left of every page on our website.

You can also head over to our Support section.  You can reach our fulfillment team regarding an existing order, our support team if you have a technical, or customer service if you have a general question not in the FAQ.

Finally, if you just want to leave feedback, you can use all of the above methods, or send an email to feedback@focusattack.com

We'll try to answer any other specific question not covered in the FAQ within 24 business hours.

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