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Helpful info for new customers! (FAQ) [Copy the Link]

1#

1. What is the best way to contact us?

We offer several ways for our customers to contact us. Each solution is available for any problems, but here I mean the BEST !

For tracking info, for address editing, for order changing(add/delete items) as well as order cancelation.

Also if your order status is unpaid but you’ve actually paid.

And your order is invalid but you don’t know why.

Come to contact our CSRs via My Message, we will reply you in 24 hours.


http://www.focalprice.com/membermessage

Please note: to focus on a same massage ticket before your problems are solved can avoid extra troubles

For wrong/missing/damaged items, Please submit an RMA request.


http://www.focalprice.com/rmamessage

Please note: to specify you problems makes us assist you better. And verify your e-mail address before your RMA request.

For drop-shipping rules/discount/pictures downloading/drop-shipping order errors

Please send e-mail todropshipping@focalprice.com

If you have some urgent problems, and you are super patient( never mind queuing up)

If you don’t have your order number, but you still have some questions about the orders.

Welcome to Live Chathttp://livehelp.focalprice.com/chat.php


2. Is DHL very fast?

Exactly! But please note, you may have to pay a large amount of customs clearance fee when you choose DHL.

You’d better check your local Customs site for regulations in detail before your payment.


3. Why so many bloody errors occurred when I paid?

Error code:10445 Probably there’s something wrong with your PayPal account

Error code:10417 Probably there isn’t enough money in your PayPal account

Error code:10001 Probably our site bugs. Please provide an image of the error and we will fix it soon.

Fortunately, errors about checking coupons, submitting RMA are all solved now. Please try again.

Bugs in Download center ( for drop-shippers) were also fixed today, cheers!


4. Why are the CSRs always asking me to check local Post Office when my package( without tracking number) is missing?

Experience shows most missing packages were found in local Post Office.

And offer the Post Office the address of consignor will be very helpful:

4th/F, Building No.A2 ,Yasheng Industrial Park

Zhenmei Entrance, Gongchang Road, Guangming Town, BaoAn District, Shenzhen City, Guangdong Province,

518101 China


5. Why I cannot track my order with the tracking number you offered?

China Post usually takes 5-7 business days( Monday-Friday) to update the tracking info on-line.

(Tracking site:http://intmail.183.com.cn/item/itemStatusQuery.do?action=Enter)


Hong-Kong Post: 3-7 business days. (Tracking site:http://app3.hongkongpost.com/CGI/mt/enquiry.jsp)


EMS 2 business days (Tracking site:http://www.ems.com.cn/english-main.jsp)


DHL, 2 business days. Usually the tracking number(for DHL) after your order was just a code from warehouse to identify the package. Please contact us via My Message for the new tracking number.

(Tracking site:http://www.dhl.com/en.html)


6. Then, why I still cannot track it after 7 business days?

Contact us via My Message to confirm if it was transferred to another Port or if this is a valid tracking number.


7.  For more questions, please comment, I’ll put more here.

last editCarolGarden edited on 2012-04-10 20:51:47
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2#

That's great Susan. This will be very helpful to people here in FP.
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3#

Excellent!! Very useful post!! Thank you..
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5#

WHY WON'T CUSTOMER SERVICE CONTACT ME!!

How in the hell do I get someone from customer service to contact me and answer my emails??????????????????????????
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6#

How in the hell do I get someone from customer service to contact me and answer my emails??????????????????????????

Lisarobi published on 11/27/2011 3:28:41 PM
Check the first point.....Internal message system...FP does not answer emails!!!!!!!!!!!!!!!!!!!!!!!!
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7#

How in the hell do I get someone from customer service to contact me and answer my emails??????????????????????????

Lisarobi published on 11/27/2011 3:28:41 PM

I think you were worried because the order showed unpaid, but you did pay!
However the order status is "Paid“ now.
And contact us through My Message is the best way for this problem.

I'll add this one to the thread.
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9#

great FAQ!
Support HK Post:

http://forums.focalprice.com/showtopic-38694.aspx
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10#

thanx for the FAQ
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