Frequently Asked Questions

Orders

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 here 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 support@lifestylebyfocus.com 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 support@lifestylebyfocus.com.  

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 government@focuscamera.com

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.

Shipping

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

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 support@lifestylebyfocus.com 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 support@lifestylebyfocus.com, 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. 

Pickup In Store

If a product is available for in-store pickup, it will be displayed on the product page underneath the price. You will also see the option to pick up your item in store during checkout. 

You will receive an email informing you that your order is ready for pickup. Orders with same-day pickup will typically be ready within an hour, provided they are placed within two hours of store closing. 
 
Orders with next-day pickup will be ready the next business day, provided the order is placed before 2pm EST. All orders with next-day pickup that are placed after 2pm EST on Monday – Thursday will be ready for pick up in 2 business days. Orders placed after 11am EST on Friday will be available for pick up the following Tuesday. You will receive an email once your order is ready for pickup. 

Yes, simply provide their first and last name in the designated field during checkout. Please ensure they bring the order confirmation email and a valid ID with them when they pick up your order. 

After receiving your ‘Ready for Pickup’ email, you will have 3 days to pick up your order in-store. 

Your credit card will be charged once your order is collected from the store. 

If you no longer want to pick up your order in store, or you want to cancel your order completely, please call our customer service team at 1.800.221.0828 or email us at support@lifestylebyfocus.com

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 sales@focuscamera.com.  

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