Frequently Asked Questions
Q: How do I create an account?
A: Visit our homepage at store.fobestudio.com and click the user icon in the upper right corner. You’ll be taken to the “Login” page, where you can enter your email address and follow the prompts to verify it with a code sent to your inbox.
Click “Verify” — and you’re all set! The welcome page will give you a quick tour of some tools you now have access to. More options (like addresses, orders, invoices, etc.) can be found in the “Your Account” menu in the top-right corner.
To create an account now, simply click this link: Create an account!
Q: What if I don’t want to create an account?
A: We offer guest checkout for those who prefer not to create an account. Just add items to your cart as usual, and at checkout, continue as a guest instead of logging in or creating an account.
We still need to store your information for record-keeping and communication about your order. Guest orders are tied to the email address you provide, so if you choose to create an account later, your previous orders will still be visible. For more on how we handle your data, please see our [Privacy Policy].
Q: How do I place an order?
A: If you have an account, make sure you’re logged in. Use the search bar at the top left or the category dropdown menus to find what you need. If an item is in stock, click “Add to Cart.” If it’s on backorder, click the “Backorder” button to reserve it (not all items allow backorders). If you want multiple units, adjust the quantity before adding it to your cart.
When ready, click the cart icon in the top right to begin checkout. Choose your shipping address and method (see our [Shipping Policy] for details). On the next page, select your payment method. You can enter a discount code, gift voucher, or purchase order number if applicable. Please ensure the billing address matches your bank’s records if you’re using a credit card.
Before placing your order, confirm that you’ve read the Terms of Service and Shipping Policy (we know most people don’t, but they’re important!). Review your order summary, then scroll to the bottom and click “Place Order.” Once submitted, your order is locked in and may not be editable. A 9-digit order number will appear — if you don’t see it, your order hasn’t been placed! Check for any errors and try again.
Q: How can I modify or cancel an order?
A: Please contact our support team directly with any requests to modify or cancel an order. We’ll respond via email within one business day.
If you need to change the items, we’ll cancel the original order and create a new one with the updated contents. Note that modified orders are no longer eligible for our same-day shipping guarantee.
Q: How do I change item quantities in my cart?
A: Simply enter the desired quantity in the box next to the item and click “Update.”
Q: I can’t add a specific item to my cart. Why not?
A: It’s likely because the item is out of stock.
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If you see a “Backorder” button instead of “Add to Cart,” that means the item is currently out of stock, but you can reserve it for later shipment.
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If the “Add to Cart” button is greyed out, backorders aren’t available either. This could be due to supplier limitations or restricted availability.
For questions about specific items, contact our support team.
Q: What are my shipping options?
A: Please refer to our [Shipping Policy] for detailed information.
Q: How much does shipping cost?
A: Shipping costs vary depending on your order contents, delivery location, and selected shipping method. The exact shipping charge will be shown at checkout — this is the actual rate charged by the carrier. We negotiate great rates, but if you have your own FedEx account, we can use that too.
Q: Can I use different billing and shipping addresses?
A: If you have an account and both addresses saved in your address book, simply select the correct ones from the dropdown menus during checkout. You can also add new addresses during checkout.
If you’re checking out as a guest, manually enter both addresses at checkout.
Q: My order went through, but I wasn’t charged. Why?
A: This is likely due to the payment method you selected. Only PayPal and credit cards are instant payment methods. All others will show as an outstanding balance.
If that’s not the case, email us with your order number and we’ll investigate.
Q: How can I pay using a purchase order (PO)?
A: For full details, please see our [Purchase Order Policy].
Q: How do I request a quote for items or shipping?
A: Contact our support team and include the part numbers and quantities you need. Alternatively, during checkout you can choose the “Offline Payment” method to generate a draft order and get a formal invoice to use as a quote. This is helpful if you need purchasing approval.
When you’re ready to proceed, we can cancel the draft and let you place a live order. Note: Guest checkout does not support this feature.
Q: What payment methods do you accept?
A: We accept credit cards (Visa, MasterCard, American Express, Discover), PayPal, checks, and wire transfers. All payments must be in USD.
Q: Why was my credit card declined?
A: The most common reason is a mismatch between the billing address you entered and the address on file with your bank.
Ensure your billing address matches exactly. Other possible reasons include an incorrect CVV code, insufficient funds, or your bank flagging the transaction as suspicious.
If your card is declined, double-check the information and try again. If it’s a bank issue, you’ll need to contact them — we don’t have access to your financial details. If you still need help, contact our support team.
Q: Why is my order marked as “On Hold”?
A: This means your order requires manual review before shipping. Most orders in this state are resolved quickly. If we need additional information, we’ll contact you.
Q: How can I ensure my order ships today?
A: Orders that meet specific criteria are eligible for same-day shipping. For details, please see our [Same-Day Shipping Policy].
If your order doesn’t qualify, contact our support team as soon as possible with your order number to request expedited handling.
Q: How do I get a copy of my invoice?
A: Log into your FoBE Studio account, click “My Account” in the top right, then navigate to “Order History.” You’ll find a list of previous orders and links to download invoices.
Invoices are only available to registered accounts. If you checked out as a guest, please contact us directly for a copy.
For packing slips, commercial invoices, or pro forma invoices, just email our support team — we’re happy to help.
Q: Customs Fees — How much? Do I have to pay? Why?
A: If your order is shipping internationally, it may incur customs duties, taxes, or fees upon arrival. These are not controlled by us, nor can we predict or pay them on your behalf.
Please check your local import regulations, as rules vary by country, product, and carrier.
If you refuse to pay these fees and the package is returned to us, any charges incurred during return transit will be deducted from any eligible refund.
Q: Do you ship to my country?
A: Most likely, yes! However, we currently do not ship to Iran, North Korea, Sudan, Syria, or certain regions in Russia and Ukraine (including Crimea, Donetsk, and Luhansk). Shipping to Cuba is still restricted but may change in the future.