Frequently Asked Questions
SHIPPING & DELIVERY
Where do you ship?
We deliver to the 48 contiguous U.S. states and Washington, DC. We do not currently deliver to Alaska, Hawaii, U.S. territories, or other countries. For a PO Box or military address, please contact us before ordering so we can check whether delivery is available.
When will my order ship and arrive?
Orders are normally prepared and dispatched within 3–5 calendar days after payment. Estimated delivery is 10–15 calendar days after payment, including processing. This is the total estimated time from payment to delivery, not an additional 10–15 days after dispatch. Calendar days include weekends.
These are estimates. Carrier operations, customs, public holidays, or other disruptions may affect arrival.
How much does shipping cost?
Your shipping charge is calculated at checkout based on the items and quantities in your order. Review the total before paying. Adding another item may change the shipping charge.
Will I pay sales tax?
Any applicable sales tax is shown at checkout before payment.
How can I track my order?
You can view tracking information on your order page after dispatch. Carrier scans may take time to appear. If you cannot access your order page or the tracking information looks incorrect, email support@focuscarryedc.com with your order number.
What if my package is delayed or lost?
Contact us if your order has not arrived by the end of the 10–15 calendar day estimate or if tracking indicates a problem. You do not have to wait 30 days to ask for help. We will investigate with the carrier and keep you informed.
If the carrier confirms that the package is lost, we will offer a refund without requiring you to wait for the 30-day point. We will send a replacement at no additional cost only if you expressly choose one.
If 30 calendar days have passed since the package was actually handed to the carrier, it has not arrived for a reason outside your responsibility, delivery to the agreed address cannot be established, and there is no reliable delivery arrangement, we will offer a refund. Creating a shipping label does not start this 30-day period. We will only extend the wait or send a replacement with your express agreement.
If you do not choose to wait longer or receive a replacement, we will notify you and proceed with the refund, including when you do not reply. We will initiate the refund within 5 business days after notifying you of the default refund decision.
Tracking says delivered, but I haven’t received my package. What should I do?
Check the delivery location and, if relevant, ask your household or building reception. Then contact us promptly with your order number, delivery address, and tracking details. We will investigate rather than treating the delivery scan alone as proof that you received the package. We will normally provide the available evidence and a handling decision within 7 business days after your report.
What if my address is wrong or delivery fails?
Contact us immediately if you need to cancel the order or correct the delivery address. Before the package is actually handed to the carrier, we can cancel the order and refund the amount paid, or update the delivery address as requested. An address change depends on whether we can update the order and complete any necessary payment or fraud checks. Creating or printing a shipping label alone does not mean the package has been handed to the carrier.
After carrier handover, we cannot guarantee cancellation, interception, or an address change. If a package is returned because of an address error you supplied, refusal unrelated to a product or delivery fault, or failure to collect it, we will contact you about the available options. Any additional reshipping cost will be explained and agreed with you before reshipment. You will not bear additional costs caused by our addressing or fulfillment error.
ORDERS & PAYMENT
Which payment methods do you accept?
We accept PayPal. If PayPal offers guest checkout for your purchase, you may be able to pay by credit or debit card without logging in to a PayPal account. Use the options shown at checkout; guest checkout is not available for every purchase.
I can’t find my welcome code, or it isn’t working. What should I do?
Check your spam or promotions folder and make sure you are checking the email address you subscribed with. If the code still does not appear, email support@focuscarryedc.com.
If a code is rejected, check that it has not already been used and that another offer is not applied. Send us the message shown at checkout so we can help.
Can I cancel or change my order?
Email support@focuscarryedc.com as soon as possible with your order number and the change you need. Before the order is actually handed to the carrier, we can cancel it and refund the amount paid, or update the delivery address as requested. An address change depends on whether we can update the order and complete any necessary payment or fraud checks. Creating or printing a shipping label alone does not mean the package has been handed to the carrier.
After carrier handover, we cannot guarantee cancellation, interception, or an address change. We will explain any options still available.
What happens if an item becomes unavailable after I order?
We will email you and explain the available options. We will not replace your item with a different product or increase the order charge without your agreement. If we cannot fulfill an order for which payment has been collected, we will refund the amount due, including applicable shipping and sales tax. We will initiate an agreed refund within 5 business days.
I haven’t received an order confirmation. What should I do?
An order confirmation is sent to the email address used at checkout after payment. Check that inbox and its spam folder. If you still cannot find it, email support@focuscarryedc.com with the name and email address used for the order so we can check.
PRODUCTS & CARE
What does FocusCarry sell?
Our current range includes two ink pens, a graphite-tip pencil, four magnetic sliders, and a bell pendant. Each product is sold individually in the version shown, with included items listed on its product page. We do not currently offer bundles or custom orders.
How are Whorl and Imbra different?
Whorl Bolt-Action Pen with Spinner uses a side bolt to extend and retract the writing tip and has a separate spinner. Imbra Twist Pen extends and retracts its tip by twisting the barrel; its body becomes shorter as the tip extends. Both have pocket clips and replaceable ink refills.
How does Facet write, and can I replace its tip?
Facet Inkless Pencil writes with a fixed graphite tip. It does not feed thin leads like a mechanical pencil. To replace the writing tip, unscrew it and fit one of the two spare tips included with your pencil. The tip wears with use; we do not promise a fixed lifetime or unlimited writing.
Which refills fit the pens, and how do I replace one?
Whorl and Imbra each include two spare G2 ink refills. Use the supplied spares; compatibility with other refills, including other products labeled “G2,” has not been confirmed.
Unscrew the front tip assembly, replace the ink refill, and screw the assembly back into place. If you are unsure about a replacement, email us before buying it.
How do the four magnetic sliders differ?
Each slider offers a different feel and style of play:
- Gleam: A titanium alloy slider with no fixed sliding positions, designed for advanced freestyle and competitive play. Best suited to experienced players.
- Stria: A titanium alloy slider with a comfortable grip and a confident feel in hand.
- Arca: An open-frame zinc alloy slider for straight sliding while thinking or zoning out.
- Brix: A painted zinc alloy slider with raised, brick-like studs and a satisfying feel in hand.
Are these products intended for children?
Our products are designed for adults and are not children’s toys. Some products contain small parts or magnets. Keep them out of children’s reach and follow the warnings and instructions supplied with each product.
RETURNS & WARRANTY
Can I return an item if I change my mind?
Yes. Contact us within 30 calendar days, starting the day after you receive the item. The product must be free from damage and wear caused by use beyond reasonable inspection, and all components and included accessories must be returned. Opening the package for reasonable inspection does not, by itself, make an item ineligible. Please include the original packaging when available, or contact us about suitable protective packaging.
We do not charge a restocking fee. For an eligible change-of-mind return, we refund the amount actually paid for the returned item after discounts, together with any related sales tax that is refundable. An original standard shipping charge that was disclosed before purchase and relates to delivery already completed is not refunded unless required by law.
How do I request a return, and who pays return shipping?
Email support@focuscarryedc.com with your order number, the item you wish to return, and the reason. Contact us before sending anything, and do not send the parcel to the address on the original shipping label or our contact address without instructions.
For an approved return, send the item within 14 calendar days after you have received both our return authorization and a usable return address. If these arrive separately, the period starts when you have both. Any delay by us in supplying complete instructions will not shorten your return period. Use a tracked service, provide the tracking details, and keep proof of shipment. The parcel must be sent within this period; it does not have to reach China within 14 days.
For a change-of-mind return, you arrange and pay for tracked international return postage. We do not provide a prepaid label. Any optional insurance or premium return service you select is also at your expense.
For a verified defect, transit damage, wrong item, or missing component, we cover reasonable, necessary return or replacement shipping costs. Contact us before paying for postage or sending the product back so we can explain the instructions and cost arrangements.
What if my item arrives damaged, faulty, incorrect, or incomplete?
Contact us as soon as you notice the issue, preferably within 30 calendar days after delivery. Include your order number, the affected item, and a description of the problem. Photographs of the item, packaging, or shipping label can help when reasonably available. An unboxing video is not required, and we can review other reasonable evidence.
For a verified problem present on arrival, you may choose a refund for the affected item or affected part of the purchase. If a missing essential component makes the entire item unusable, you may choose a refund for that item. We may instead supply a missing component or replacement with your agreement; we will not require you to accept a replacement instead of an available refund option.
We cover reasonable, necessary return or replacement shipping costs for a verified defect, transit damage, wrong item, or missing component. A qualifying material or manufacturing defect reported after day 30 may still be covered by our 90-Day Limited Warranty and any applicable rights.
For a confirmed problem, you can choose a refund for the affected item or part, or agree to replacement parts or a replacement. If a missing main component makes the whole item unusable as ordered, you can request a refund for the whole item. Problems discovered later are still reviewed under the warranty and any applicable rights.
What does the 90-day limited warranty cover?
Our limited warranty covers qualifying defects in materials or workmanship that appear during normal, intended use. Coverage lasts for 90 calendar days, with the day you receive the original product counted as day 1.
It applies to new products purchased directly from focuscarryedc.com by the original purchaser, or received by the original gift recipient, for normal personal, household, or office use. Secondhand purchases and purchases from other sellers are not covered by this voluntary warranty.
For a covered claim, we will provide a replacement component, replace the affected product, or refund the affected purchase, as appropriate to the fault and product availability. We cover reasonable, necessary return shipping and replacement delivery within our supported U.S. shipping area. We do not charge an assessment, restocking, or replacement fee for a covered claim.
We will assess the claim and notify you of the outcome within 5 business days after receiving the information reasonably needed to assess it, or within 5 business days after receiving the product if a physical assessment is reasonably necessary. If a replacement is agreed, we will dispatch it within 5 business days after the replacement solution is agreed.
A replacement product or component is covered for the remainder of the original 90-day period or 30 calendar days starting on the day you receive the replacement, whichever is longer.
What is excluded from the limited warranty?
The limited warranty does not cover normal wear, ordinary scratches or finish changes, normal consumption of ink refills or graphite tips, loss, theft, accidental damage, misuse, or damage caused by impact, unsuitable conditions, or failure to follow relevant care instructions. It also does not cover damage actually caused by an incompatible component, improper repair, or modification, or a change of mind about an otherwise conforming product’s appearance, weight, sound, or feel.
A dry refill on arrival, a manufacturing defect in a consumable component, or an unrelated original defect is not automatically treated as normal wear. Routine maintenance, compatible replacement refills or tips, and user adjustments described in the product instructions do not, by themselves, void the warranty. Using a third-party component or repair service also does not, by itself, void the warranty, although damage actually caused by it is excluded.
Contact us so we can review the reported issue and explain the outcome. Any assistance outside the limited warranty depends on the circumstances and availability.
What amount will be refunded?
Refunds use the amount actually paid after any discount. The amount depends on the reason:
- Product fault or fulfillment problem:The affected item’s purchase price, refundable related sales tax, and the original outbound shipping charge attributable to that item. If the whole order is affected and refunded, we refund the original outbound shipping charge in full.
- Change of mind: The amount actually paid for the returned item and any related sales tax that is refundable. An original standard shipping charge that was disclosed before purchase and relates to delivery already completed is not refunded unless required by law.
- A wholly undelivered order:The amount paid for the products, the original shipping charge, and any sales tax paid. For an affected part of an order, the refund includes the affected amount and related refundable shipping and sales tax.
We do not deduct payment-processing fees or charge inspection or restocking fees. We will explain the refund amount and any applicable return costs before proceeding.
How and when will I receive my refund?
Once a refund is agreed or confirmed, we will initiate it to your original payment method within 5 business days. Your bank or payment provider may need additional time to post the refund, so this does not mean the funds will appear in your account within 5 business days.
If the original payment method cannot receive the refund, we will work with you and the payment provider on a lawful alternative rather than require store credit. If a refund has not appeared within 10 business days after confirmation, email support@focuscarryedc.com with your order number so we can follow up.
Can I exchange an item for a different product?
If you want a different product, our usual process is a refund under the applicable return rules, followed by a new order. For a confirmed fault, a same-item replacement may instead be one of the solutions agreed with you.