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| Home > Contact Us Customer Service & Ordering Information
Please note that in order to receive a timely reply to any e-mail inquiry regarding an order that you already placed with us, you must include the following in your correspondence:
Failure to provide the above information may considerably delay response time.
VERIFICATION
Often, we have to contact a customer in order to resolve a problem with verification of credit card information, or clarify some other billing or address issue. Please be advised that while we will always do our utmost to reach you by phone & e-mail, we simply cannot maintain orders in an unconfirmed state indefinitely. If we cannot contact you within 3 business days of receipt of your order, the order will be canceled, so please be sure to provide us with contact information that will enable us to reach you in timely fashion should the need arise. PROCESSING & SHIPPING TIME
Orders are processed in the order they are received. Normal processing can take 24-48 hours, and upon verification & approval, your merchandise is shipped out immediately. Focus Camera offers convenient shipping methods for delivery within the continental United States. Please keep the following in mind when choosing a delivery method: Shipping times represent the time it normally takes your package to arrive from the day we actually send it out, not from the day you submit your order. Additionally, processing & shipping times do not include non-business days (i.e., Saturdays, Sundays, & holidays). Thus, for example, an order for UPS 2nd-day delivery placed on Thursday could take until Tuesday to arrive at its destination, assuming processing is completed within 24 hours and the package ships out on Friday (Friday + 2 business days = Tuesday). It could take longer if the order cannot be processed in time to be shipped out on Friday (Please see additional note below). The same is true for the other delivery options. Also, while we maintain a huge stock of all our products, it is wise to call for availability if your order is especially urgent. FRIDAY SHIPPING:
Fridays: 2-Day and Overnight Next Business Day Air orders normally ship if placed by 11:00AM. SHIPPING TO SPECIFIC LOCALES
Anywhere outside the USA:We are neither responsible for, nor able to pre-determine, customs taxes and duties collectable at the receiving end. Customer is responsible for paying all such amounts as may be requested. Such amounts are not refundable in the event of merchandise being returned. In event that a shipment is refused and returned, any and all charges incurred from this return will be passed on to the customer. Canada: Canadian Customers - Please be advised
New York State: Appropriate state & local sales tax is added to total. Postal Boxes, APO/FPO: Shipping must be via US Postal Service. Our server informs you if Postal Service is necessary, based on either your zip code, or address info, along with the applicable shipping charges, prior to accepting submission. Postal shipments do not go out daily, and we cannot guarantee delivery times. Allow at least 2 weeks. Alternate shipping addresses: If shipping address differs from your billing address (the address to which your monthly credit card statement is sent), please use the toll-free number on the front or back of your card to have your credit card issuer create an "Alternate Shipping Address" for your account, authorizing purchases to a destination other than your billing address. Not doing can delay verification and order processing. OVERSIZED ITEMS
Should such an item be subject to additional shipping charges above those displayed here, we will notify you phone or e-mail, and you retain the option to accept any revisions or cancel without penalty. Items known to often exceed calculated charges are marked with an *. You may always inquire beforehand about additional shipping charges on oversized items. Call us toll-free at 1 888-901-4438 (Or 718-437-8899 from NYS or Overseas), or e-mail info@focuscamera.com.
We accept Visa, MasterCard, Discover and American Express We accept personal & bank checks drawn from USA banks, and USA bank/postal service money orders in US dollars, but cannot ship goods until such funds clear. Make sure when mailing such payments that you include the order submission number, and if possible, a printout of your shopping cart and checkout forms. You may indicate COD (within USA only), but this payment option is subject to certain restrictions and requires that shipping and handling be secured by a credit card. We would need to contact you before shipping, to supply the exact amount for which you will have to tender the COD payment. Our order checkout form is on a secure server, to protect your credit information. We allow shipping to destinations outside the USA, or to alternate addresses, subject to certain conditions depending on the destination. To process credit card payment on some alternate address delivery and all overseas delivery online orders, we require copies sent to us of the front and back of the cardholders drivers license, passport or photo ID. It is recommended that you fax this info (718) 437-8895, including your order number for reference. You may also scan this information and email it, but email lacks the level of security provided through the fax. We need this to protect both the card holders and ourselves from credit card and identity fraud, which is rampant overseas. Scans should be in jpg, or gif format ONLY, filenames identified. We will not download emails with any other type of attachment. Our order form has a field where you can indicate if such a scan or fax is coming to us. All credit card orders are subject to verification. Please make sure you supply any requested information, and provide us with easy means of getting back to you if need be, so that your order can be processed without unnecessary delays. All deliveries
require signature. We are neither responsible for the failure of the carrier
to demand this, nor can we request that they do not. Customers are responsible
for facilitating proper delivery by carrier. S&H is not refundable
on refused or undeliverable shipments.
Basic Returns Information
We extend a 14 day period from date of receipt for returns and exchanges, less shipping, handling and any applicable restocking fees**, in accordance with the following conditions:
Undeliverable and Refused Shipments
Exceptions to Above Return Policy
For each of the following categories, All sales are final. None of these items will be accepted for either return or exchange. If defective, customer must return them to the manufacturer or authorized repair center for replacement or repair.
Regarding Back-Ordered Items:
On any back-ordered item, we will endeavor to ship as quickly as possible. If the customer is not willing to wait for the item to arrive, it is the customer's responsibility to advise us, and if the item has not yet been shipped, we will follow the customer's instructions.For items priced over $1,200.00 or marked as Special Order
(As marked in product listings, or as told to customer either in writing OR on the phone):
For Special Shipping Items
(As marked in product listings)
Special order restrictions also apply to items that are shipped by special freight truckers or airport-to-airport, or that require special handling or packing. The product listings would disclose this. To call for Return Authorization Toll Free within USA/Canada: 888-901-4438. From New York State or Overseas: 718-437-8899. Requests for RA's made via E-Mail may require a follow-up via telephone.
At Focus Camera Inc, the privacy and protection of your personal and financial information is very important to us. That's why we've created this privacy statement, which fully describes our information gathering and dissemination practices. It's the best way we can demonstrate our firm commitment to your privacy. We use your IP address chiefly to identify you and your shopping cart, but also to administer our web site, to help diagnose problems with our server, and to gather broad demographic information. At Focus Camera Inc, we use cookies to keep track of your online shopping cart & its contents, and to save personal preferences that enable us to deliver content specific to your interests. The cookie itself does not tell us who you are, nor does it reveal your e-mail address or anything else personal. Even if you decline our cookies, you can still access most of the features on our site. Our web site contains links to other sites, but we do not pass any information to those sites. Keep in mind that Focus Camera Inc is not responsible for the privacy practices or the content of these web sites, and you should check their privacy policies before sharing any private information with them. Whenever you place an order with us, join our mailing list, respond to an online survey, or enter one of our competitions, you will be asked to provide contact information (e.g., name, address, e-mail address, etc.), and in the case of an order, financial data as well (e.g., credit card or account number, etc.). Here's how we use that information:
All your private data is secured using SSL protocol, which safely encrypts the data before sending it to us. Also note that we never disclose your personal information to third parties, except where required by law or in order to provide you with a requested service. Providing contact information to Focus Camera Inc indicates your permission for us to occasionally e-mail you material about our company that we believe might interest you. Of course, you can always remove your name from our mailing list or edit the contact information we have on file at your discretion. To remove your name & other contact info completely, simply e-mail us at cs@focuscamera.com with the word "Unsubscribe" in the subject line. |
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