Shipping Returns Policy
All orders placed before 9am PST will be shipped the same day. Anything thereafter will be shipped the following day.
Overnight shipping orders placed on a Friday will be shipped out on the following Monday.
All orders can receive upgraded shipping to include, FedEx Priority and Overnight delivery. These prices are calculated at checkout.
Upon the shipment of orders, a tracking number will be sent to the email address provided during checkout.
*Please note all returns must have a Return Merchandise Authorization (RMA) number to be processed. Items that arrive without an RMA number, will not be processed.
We hope you are pleased with your new Focus V, however, we do understand that you may need to return your purchase to us. Please note, this return policy applies to purchases that were made through focusv.com only. If you purchased your products from one of our distributors, you must contact their customer service department for any returns.
Upon arrival if you find that your Focus product is faulty, then you are entitled to a replacement or return within 15 days from the date of purchase. If your item arrives damaged or incomplete, you must notify us within 72 hours after delivery. Once we have received the damaged or incorrect items back, we will then replace them. If you wish to return the product for other reasons, we will accept unused and unopened products within 15 days from the date of purchase with NO restocking fee.
If your product has become faulty outside of the 15-day window, please contact us for a warranty replacement. Please review our limited warranty policy to see if the issue is covered.
Focus V warrants this device against any defects in materials used to produce this product for a period of one year, from the retail purchase date. This warranty can only be used by the original end-user. If a claim is received and determined to be valid, Focus V will either:
- Repair the product defect
- Exchange the product
*Warranty does not apply to normal performance degradation, battery or glass mouthpiece.
- Please contact our Customer Service department via email at firstname.lastname@example.org. We will help you troubleshoot the problem to see if we can resolve your issue.
- If we are unable to troubleshoot your issue and the unit is still under warranty. We will require you to fill out the Return Merchandise Authorization (RMA) form located on our website, which will generate your RMA number. You will then need to send your unit back to us with proof of purchase from focusv.com.
Note: Please send only the unit. We do not need the charging cable, accessories or original box.
It is very important that you clean your unit thoroughly before returning to Focus V. It will be traveling through a carrier service and is capable of being inspected at any time, leaving you legally responsible for any remaining substances found.
If you provide visual content, photos or videos, of the faulty or damaged issues, we will cover the return shipping cost. However, if your item arrives and upon visual inspection the issue is not as described, you will be responsible for shipping costs.
- Once the item is received by Focus V, we will complete through testing on the unit. If deemed faulty and the warranty has been verified, you will receive a replacement unit to the address provided on the RMA form.