Frequently Asked Questions


Tracking information is sent to the email you provided during checkout. You can use that information and the links provided to keep tabs on your item(s). 

You can check the status of your order by logging into your account above

and clicking on “My Orders”. If you checked out as a guest, please

click here

It’s best to check on your order at the end of the day to see the most up-to-date information. 

Please email with your name, the email address you used at checkout, and your order number to start the cancellation process. You can also call us at 1.800.221.0828 (extension 8202). 

Orders are most commonly put on hold because of pending payment verification. We ask that you please allow one business day for us to verify your order before reaching out to customer service. 

Our Customer Service team will flag the order and be in touch with you directly to provide more information about availability. If you backordered an item and still have not heard from a Customer Service representative, please email us at  

Payment & Financing

We accept a variety of different payment methods, including all major credit cards, PayPal, and Affirm. You can read more about our payment options here

Yes, you can pay over time for most orders over $300 using Affirm. You can read more about how it works here

This depends on where your order is being shipped. We are required by law to charge a sales tax for any order shipping to a state that requires it. The exact percentage charged is determined by the state.  

Government agencies, schools, religious organizations, and other tax-exempt entities should contact us directly to place a tax-free order. You can contact our B2B & Government department by calling 1.800.685.8797 or emailing

If paying by credit card, you will not be charged until the order has shipped. If paying by debit card, PayPal, Apple Pay, or Google Pay, you will be charged immediately after placing the order. 

Focus gift cards will expire exactly five years after the date of purchase.

If paying by credit card for a pre-order item, you will not be charged until the order has shipped. If paying by debit card, PayPal, Apple Pay, or Google Pay, you will be charged immediately after placing the order.

Buy with Prime

Buy with Prime is an efficient, secure, and interconnected program that allows Amazon Prime members to get the same trusted Prime shopping experience when buying with Focus Camera. This includes benefits such as fast, free delivery, a seamless checkout experience, and free returns on eligible orders. When you shop with Focus, you'll see a Prime logo and delivery promise on the qualified products page (click on the product to visit the page and see). 

Here's how you can easily use the Buy with Prime program. When you've found your eligible Prime item(s), click the "Buy with Prime" button (on that products page). This will bring you to the Prime login page; sign into your Amazon account, and your default Prime shipping address and billing information will prepopulate on the Focus checkout page. After purchasing your order, you will receive an order confirmation email and shipping confirmation email. The shipping confirmation email will contain a link you can use to track your order when it ships.

When searching for items on the Focus Camera site, click the item to see if it has the "Buy with Prime" button on the page. The button will indicate if it is an eligible item; if yes, click it, and you'll be prompted to sign in using your Amazon Prime account info. After signing in, you'll be returned to the Focus checkout page, where your default Prime shipping address and billing information will be filled in and ready for checkout. 

After you've logged in using your Prime account username and password and placed your order, Amazon will share only the necessary info needed for a successful Prime ordering experience. This shared info includes your name, email, shipping address, phone number, and payment method used during checkout. This process is done quickly and securely to provide you with a safe and orderly experience.

Buy with Prime is that simple. Follow the easy steps to sign in and experience the same fast, free delivery and free returns on eligible gear. 

After your purchase, you should receive a shipping confirmation email with a link to your order details page. From here, you will be allowed to check on the current status of your order. You cannot see or track orders on the orders page or in the Amazon mobile app for Buy with Prime purchases.

Specific Buy with Prime orders are eligible for return and can only be placed through Amazon. To begin your refund, view the status of your order by clicking the link in the email you received regarding your shipping confirmation. You can get a head start on the process by printing out the USPS return label. You will receive a full refund for eligible orders; so long as they are in a resellable condition and returned within the return window.

If you have any trouble or questions regarding your order, contact us via live chat or call 1.800.221.0828, and we will be happy to assist with any problems you may be experiencing. 

Buy with Prime is not compatible with Focus coupon codes; once you sign into your Prime account, you will be unable to enter any coupon codes for purchases. To successfully use your Focus coupon code, you must undergo a traditional checkout process by not using the Buy with Prime link. 


If you would like to determine the estimated delivery date prior to  placing an order, simply add an item to your cart, confirm your address and shipping method and it’ll calculate the delivery window for you. 

If you have already placed your order, log into your account here and clicking on “My Orders”. Here you’ll find a tracking number to check the status of your order and estimated delivery date. If you checked out as a guest, please click here

If you place your order before 4pm Monday – Thursday, and before 11am on Fridays your order will ship the same day.  

All orders paid via credit card are subject to third-party verification. This means that your order will be placed on hold until it is completely verified. If your shipping and billing addresses are different, the verification process may take longer.  

You’ll be notified during checkout that the item is out of  stock.  You’ll be able to choose if you want the rest of the order to ship now and that item to ship later, or if you’d like to wait until all items are in stock. 

To change your shipping address you’ll need to contact customer service at 1.800.221.0828 (extension 8202). 

At this time we do not ship internationally. In addition, many manufacturers do not allow their products to be shipped overseas. 


Returns are incredibly simple. Please log into your account, find your item you wish to return and follow the prompts to make a return. If you do not have an account, click here to find your order and make a return. 

You will receive a full refund when you return an item in its original manufacturer’s packaging, undamaged and unmarked. If the item you are returning is priced at less than $35, you will be charged a 15% restocking fee. Please note you will not be refunded any shipping charges. 

You have 30 days to make a return. During the holiday season, from November 1 to December 31, we extend the return window to 60 days. 

If your order has been noticeably damaged in transit, we strongly recommend that you refuse delivery and notify us immediately. Claims for missing items or items damaged in transit must be made within 48 hours of delivery. If there is carrier damage, please contact with your order number and a description of the damage. 

Oh no! Please contact our customer service team so we can resolve the issue immediately. You can call us on 1.800.221.0828, email us at, or send us a message here.  

We do not currently offer exchanges. Please return the item you purchased within 30 days and order what you’d like instead. 

If you ordered a kit, you must return all components and accessories to receive a full refund. 

If you ordered a product that included a free item, you must include the free item with your return. If not, your return will not be accepted and you will not receive a full refund. 

We currently only offer camera repairs at our Brooklyn store. The item must be dropped off and collected in person as we do not accept shipped items for repair. For more information, please call our Brooklyn store on 1.718.431.7900

Most items can be returned within 30 days for a full refund. Click here to read our full return policy. 

Discounts & Rebates

Price adjustments will be considered on a case-by-case basis. Customers must reach out within 30 days of making their purchase to be considered for a price adjustment. 

We are happy to offer price-matching on a case-by-case basis. Some items are ineligible, and we are unable to match the price offered by unauthorized vendors. Retroactive price adjustments must be requested within 30 days of purchase.  

Yes, full-time students and educators based in the US qualify for a discount of up to 20% on select items. Please click here to learn more about our student & educator discount program. 

Mail-in rebates are generally managed by the brand that makes the item. You’ll need to purchase the item on our site, then submit the rebate form (typically online or by mail) to the brand directly. You will find more information about the mail-in rebate on the product page for the specific item or items that are eligible.  

In most cases, there is no limit to the quantity of a single item you can purchase, other than what we have in stock. However, a limit may apply in some cases. In these cases, the limit per customer will display during checkout. If you require any assistance in regard to this topic, please contact our sales department by emailing  

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