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The Watchery Customer Service Center

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Frequently Asked Questions

Contact The Watchery

Main Number: 1-866-752-3681
Operating Days: Monday-Friday
Operating Hours: 9:00 AM to 5:00 PM EST

What is my estimate about?

Once an item for repair has been received, your watch will be inspected and an estimate will be provided if needed. If the repair has been given an estimate, the repair will proceed once the estimate is paid for.

What is my claim status?

To check on a status of a claim that has been filed on your behalf please contact the billing department at 1-866-752-3681. If a shipment that you are returning to us for a refund is lost you will need to file a claim with the courier that has been used for the delivery.

Damaged/Missing merchandise?

In the event that that a package is received damaged or the merchandise is missing, please notify customer service department immediately. Our customer service team will file a claim with the Carrier. Please retain all packaging for inspection and possible return to our facility. Claims can take up to 30 business days for processing.

What payment options are available?

We accept Visa, MasterCard, American Express and Discover. Amazon Checkout and PayPal.

Are the watches on your site authentic?

The Watchery buys and sells only new or pre-owned and genuine brand name products at substantial discounts to the manufacturer's suggested retail price. Because of our discounted pricing, we are not "Authorized Dealers" as defined by the manufacturer. We do however, sell tens of thousands of quality products a year to satisfied customers who enjoy authentic items with deep deep discounts, and most watches are backed by our warranty. With our 30 day return policy, we provide the comfort necessary to place your online order. Your satisfaction is our goal.

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Watches

Buying Guide

List Price
"LIST PRICE" is the manufacturer's suggested retail price provided to us by our suppliers and/or manufacturers. We make no representation that a substantial number of these products have been sold or offered for sale at the list price. Actual retail prices in your area may be substantially different. Because we sell our merchandise over the internet on a national basis, it is not possible to know if our merchandise is sold at list price in any particular location or at any particular time. In addition, manufacturers may use formulas to determine the suggested retail price which may not correspond to what a product actually sells for regularly. "SAVINGS" and/or the "% OFF" shown throughout our site reflects the difference between our price and the supplier/manufacturer provided list price shown on our sites. Because the list price may be different than the actual retail prices in your area, you may not actually realize a savings of this amount and may want to make an exact comparison for yourself by checking the prices of other internet or local retailers prior to making a purchase.

Are the watches on your site Authentic?
The Watchery buys and sells only New and pre-owned and Genuine Brand Name Products at substantial discounts to the manufacturer's suggested retail price. Because of our discounted pricing, we are not "Authorized Dealers" as defined by the manufacturer. We do however, sell tens of thousands of quality products a year to satisfied customers who enjoy authentic items with deep deep discounts, and most watches are backed by our warranty. With our 30 day return policy, we provide the comfort necessary to place your online order. Your satisfaction is our goal.

How can I tell if an item is in stock?
If you are able to view the item and add it to your shopping cart, the item is indeed in-stock. Out-of-stock items cannot be added to a shopping cart.

Do you size a watch before shipping?
We do not size watches. To ensure you have the best fit, we recommend that you take your watch to a local jeweler or watch repair center, where it can be properly sized to the dimensions of your wrist.

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Water Resistance

A watch marked as water resistant without any depth indication is designed only to withstand accidental splashes of water. Do not submerge this watch. Watches with higher levels of water resistance are indicated by increasingly higher acceptable levels of depth, which are usually indicated in meters.

Water resistant watches have one of more features to ensure their water resistance: A water resistant watch uses a rubber gasket or "O" ring to seal the case back. A timepiece with a back that screws into the case provides a higher degree of water resistance. The crown or "winding stem" that actually screws into the case or has a protective cap, further increases water resistance.

The following usage recommendations are suggested by the Seiko Corporation of America.

  • Water-resistant to 30 meters (100 feet). Will withstand splashes of water or rain but should not be worn while swimming or diving.
  • Water-tested to 50 meters (165 feet). Suitable for showering or swimming in shallow water.
  • Water-tested to 100 meters (330 feet). Suitable for swimming and snorkeling.
  • Water-tested to 150 meters (500 feet). Suitable for snorkeling.
  • Water-tested to 200 meters (660 feet). Suitable for skin diving.
  • Diver's 150 meters (500 feet). Meets ISO standards and is suitable for scuba diving.
  • Diver's 200 meters (660 feet). Meets ISO standards and is suitable for scuba diving.

Please note that we do not recommend swimming or diving with your watch unless it has a screw-down crown (also known as 'screw-lock' or 'screw-in' crown) and is water-resistant to at least 100 meters.

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Automatic vs Quartz

What is the difference between Automatic and Quartz Movements?
The intricate movements on the inside of a watch are the elements that comprise the main timekeeping mechanism. Most wristwatches feature either quartz or mechanical automatic movement inside.

A mechanical watch is driven by a mainspring mechanism inside, which has to be wound periodically and features a series of gear mechanisms. Automatic mechanical watches primarily rely on the movement of the wrist. You do not have to shake the timepiece to keep it running, since the normal everyday moment on your wrist charges the winding reserve. When the watch is removed, the movement will "wind down" in anywhere from 10 to 72 hours, depending on the capacity size of the power reserve. A watch winder is recommended if you do not plan to wear this watch for any duration after the power reserve winds down.

A quartz watch is powered by the battery inside and keeps running when removed from the wrist. The watch features an ultra-thin sliver of quartz crystal that is activated by the battery and predictably vibrates at an extremely high frequency rate, which provides accurate timekeeping movement. The battery in a quartz watch has to periodically be replaced every 1.5 to 2 years.

What is the difference between a self-winding and a manual-winding movement?
The difference between the two movements is the way in which the watch is wound.

Manual-winding watches must be wound by hand every day. Self-winding watches are wound by an internal rotor, which responds to wrist movements.

Self-winding watches usually have a power reserve of at least 35 hours and therefore have sufficient energy reserves to maintain a stable rate when the watch is not being worn (e.g. overnight).

How often should I wind my watch?
In general, you should wind your watch every day. To do this, simply turn the watch crown until it becomes slightly resistant. Some timepieces are extremely delicate, so do not force the crown to turn when you encounter any resistance.

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Warranty

TheWatchery.com Limited Warranty
Our warranty covers defects to the watch movement from the manufacturer for the time period stated and excludes: dial, pusher, hands, bezel, battery replacement, watch case, watch bracelet, straps, crown/stem, crystal/glass, finishes, damage caused by excessive wear and tear and/or physical/accidental abuse, and damage resulting from wear under conditions exceeding the watch manufacturer's water resistance limitations. All shipping and handling costs in connection with warranty service are the responsibility of the customer. This warranty is valid only at TheWatchery.com. Improper repair or warranty service performed by someone other than TheWatchery.com will void this warranty. TheWatchery.com DISCLAIMS ANY LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES FOR BREACH OF WRITTEN OR IMPLIED WARRANTY OF THIS WATCH, INCLUDING MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. For additional questions concerning warranty service, please contact our Customer Service Department at 1-866-752-3681.

Click here for our Warranty Coverage Chart by watch brand.

Warranty Service Instructions:
When sending in your watch for warranty service, please include the following:

Your name
Original invoice number
Detailed description of the problem
Your return address, phone number and e-mail address

All warranty or repairs will be charged a base fee of $10.00 ($39.95 for international customers) for processing the request. Please pack your watch in its original packing materials for shipping via a reliable, track able carrier, such as UPS. All shipping costs are your responsibility. For your protection, you should insure your watch for at least its purchase price.

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My Account

Create Account

How can I create an account?
Your account is automatically created by placing an order with us.
Once an order is placed, you can go online to the "My account" tab and input your email and password information.
After logging in, you can view your order status, update your personal account information and view current/past orders.

How can I update my account? To update your account information please go to the "My Account" tab and enter your email address and password. Once logged in, you can update your password, shipping/billing information, etc.

What is my Virtual Account Balance?
To view the balance on your Virtual Account, Log onto "My Account", enter your email address and password.
Go to the Virtual Account area below my account and click on the "get my pin" button.
An email will be sent to you with your pin number, which you can then enter to view your Virtual Account balance.

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My Password

How do I change my password?
If you would like to change your password, go to the "My Account" tab and enter your email address and current password at the account log in. Once logged in, you can change your password, update your name, email address, home address and telephone number.

How do I recover my password?
Please go to the "My Account" tab and enter the email address associated with your account in the "Lost your password" area. Your password will be sent to you immediately by email.

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Change Credentials

Please go to the "My Account" tab and enter the email address associated with your account in the "Lost your password" area. Your password will be sent to you immediately by email.

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Purchase History

How can I find my purchase history?
Please go to the "My Account" tab on the homepage. Login with your user name and password. Once logged in, you will be able to view your order history.

How do I obtain a copy of a recent Invoice?
Please log into your account, select the order and click on the "resend" link. You will receive a copy of your original order confirmation via email. Please note, your order will not reship - this is only a copy of your original receipt.

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My Order

Placing An Order

What is my order number?
Thank you so much for placing your order with The Watchery Your order number can be found in the email confirmation you received when your order was processed. You may also find it on the packing slip that was included with your order upon delivery. If neither forms of locating you order number is accessible to you, please contact a Customer Loyalty specialist at 1-866-752-3681 Mon-Fri 9am to 5pm EST).
Thank you for being a valued customer!

How Can I Place An Order?
Orders can be placed online by adding an item to your cart and proceeding to the check-out area.

Can I hold a sale priced item in my shopping cart and come back to purchase it later?
Items placed in your shopping cart, should be available for purchase at a later time, unless the specific item sells out. Please be advised, promotional discounts on many items are available for a limited time only and may no longer be available at the time of checkout.

Do you offer Gift Wrap?
Items placed in your shopping cart, should be available for purchase at a later time, unless the specific item sells out. Please be advised, promotional discounts on many items are available for a limited time only and may no longer be available at the time of checkout.

I am having trouble making a purchase on the site, what should I do?
Due to high volumes of traffic, you may experience difficulty checking out and want to come back a short time later. You may also want to consider clearing the "cookies" in your browser and trying again. If all else fails, please contact Customer Service at at 1-866-752-3681.

Can I take advantage of past promotions?
Promotional offers are available only for a limited time only. It's best to take advantage of a special offer immediately, before the promotion expires.

Why am I paying sales tax?
The following states have sales tax laws that we are required to collect and remit the sales tax in these states:

6.5% for FL residents
7.5% for CA residents
7.8% for AR residents
6.4% for CT residents
8.2% for NY residents
6.1% for PA residents
7% for RI residents

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Order Status

Where is my order?
You can check your order status on the website by clicking on the "Order Status" link from the homepage.

What does it mean if my order is "Under Review"?
Your order is currently under review and we will be notifying your bank to confirm the billing address and phone number. We sincerely apologize for the delay and we will make every effort to expedite the processing. Orders shipping to an alternate address will also require additional verification with your bank. Please contact your financial institution to have the alternate shipping address added to the file as this will expedite the process.

What If I Have A Sales Tax Certificate?
A valid tax certificate may be used. Please submit a copy of your tax certificate along with your order number via email or fax to:
customerservice@thewatchery.com
1-954-8855-1799

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Modify Order

How can I change the address on my order?
Please call Customer Service to request an address change. 1-866-752-3681.

How can I cancel my order?
An email can be sent to our warehouse to process your request to cancel this order. Due to high volume, there's a chance we may not be able to cancel the order. In the event that this item does indeed ship, please refuse delivery of the package and a refund will be processed once it has been received. Refunds usually take 7/10 business days. International packages which are not accepted and returned to us will result in forfeiture of all shipping charges as well as all other charges we may incur as duties taxes etc, including but not limited to the full price of refused item . Additional items will be charged at 50% of original $39.95 charge.

Is it too late to cancel my order?
An email can be sent to our warehouse to process your request to cancel this order. Due to high volume, there's a chance we may not be able to cancel the order. In the event that this item does indeed ship, please refuse delivery of the package and a refund will be processed once it has been received. Refunds usually take 7/10 business days. International packages which are not accepted and returned to us will result in forfeiture of all shipping charges as well as all other charges we may incur as duties taxes etc, including but not limited to the full price of refused item . Additional items will be charged at 50% of original $39.95 charge.

Can I remove an item from my order?
Please call Customer service at 1-866-752-3681 a representative will assist you.

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Shipping

Shipping Methods
What carriers do you use?
Standard shipping is free via USPS/UPS. We also offer UPS 2nd day Air and UPS Next business Day. International orders are shipped via FedEx or UPS.

Shipping to APOs and FPOs (Military/Army Post Office)
Deliveries to APOs and FPOs are shipped using the US Postal Service. Delivery time may take up to 6 weeks depending on destination.

Shipping Status
How can I find my shipping status?
You may log into your account online to view current and past orders including tracking information, you may also contact customer service at 1-866-752-3681 or customerservice@thewatchery.com. Please note, your order will not reship - this is only a copy of your original receipt.

Will my order ship the same day?
The order will ship the same day if placed before 2pm EST, is not being held for review & the merchansdise is in stock.

Shipping Cost

OTHER SHIPPING OPTIONS

RATES

Standard Service $0.00 FREE
2nd Business Day Service $12.95
USPS Priority Mail (for APO & FPO only including all P.O. boxes) $0.00
Next Business Day Service $25.00
Saturday Delivery $39.95
Saturday Delivery $39.95
Business day delivery service excludes Holidays & Weekends.

Shipping Issues
Damaged/Missing merchandise?
In the event that that a package is received damaged or the merchandise is missing, please notify customer service department immediately. Our customer service team will file a claim with the Carrier. Please retain all packaging for inspection and possible return to our facility. Claims can take up to 30 business days for processing.

What is my claim status?
To check on a status of a claim that has been filed on your behalf please contact the billing department at 1-866-752-3681. If a shipment that you are returning to us for a refund is lost you will need to file a claim with the courier that has been used for the delivery.

International Shipping
Do you offer International Shipping?
International orders are $39.95 for the first item and $19.95 for each additional item…any taxes, duties and VAT's required on shipments to the country of delivery are to be paid by the customer upon receipt of the package. We do not prepay or calculate the taxes but you can contact your local customs office and they can provide you with a quote based on the item(s) which you are ordering. Please note any packages which are not accepted and returned to us will result in forfeiture of all shipping charges, as well as all other charges we may incur, including but not limited to the full price of refused item.

Although international credit cards are accepted, to expedite your international order it is best to pay with PayPal or Google Checkout payments, as this accelerates the order review process.

We also ship to APO/FPO addresses via USPS at an additional cost of $9.99 for shipping and handling. International shipments delivered to remote or less accessible locations will be subject to extra out of area delivery surcharge, charges shall vary by location.

What countries do you ship to?
We currently ship to these locations:

Angola
Argentina
Australia
Austria
Azerbaijan
Bahrain
Barbados
Belgium
Bulgaria
Canada
China
Colombia
Croatia
Cyprus
Czech Republic
Denmark
Finland
France
Germany
Hong Kong
Hungary
India
Indonesia
Israel
Italy
Japan
Kazakstan
Korea, D,P,R
Korea, Republic of
Kuwait
Kyrgyzstan
Malaysia
Mexico
Netherlands
Norway
Singapore
Spain
Switzerland
Thailand
United Arab Emirates
United Kingdom
United States

Why is an item not available for international shipping?
At this time, the item in question may not be available for international shipment due to the materials on the outside/inside of the watch. We have been informed by Customs that certain items will be rejected at the border for importing due to strap material, battery components etc. To avoid providing customers with this hassle, we simply do not ship the items internationally.

Why is my country not on your shipping list?
Unfortunately, at this time we do not ship to your country because of the Duties and Taxes the customer would incur when receiving the package. We have come to realize that it would be more of a hassle to the customer and it is now no longer a country that we ship to. We do apologize for any inconvenience this may have caused you.

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Payments

Payment Methods

Gift Cards
How do I check the balance on my Gift card?
Gift card balance can be checked by clicking on "my account" and using the gift card section. You can enter the gift card number followed by the security pin to see the available balance..

Can I use multiple gift cards for a purchase?
Gift Cards cannot be combined.

Does my gift card expire?
Gift cards do not expire.

What if I lost my gift card?
In the event that your gift card is lost please contact the Customer Service department for assistance 1-866-752-3681.

Can I apply a gift card to stress free payments?
In order to take advantage of the stress free payments a gift card cannot be applied to the order.

Can I use a promotional code to purchase a gift card?
Coupons, discounts or any other promotional savings cannot be used for the purchase of gift cards. Gift cards purchased using coupon codes or other gift cards are subject to cancellation.

What payment options are available?

  • We accept Visa, MasterCard, American Express and Discover.
  • Amazon Checkout and PayPal.

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Financing (Stress-Free)

Will I receive a payment schedule for my stress-free payments?
Your payment schedule will be sent directly to your email, if available at the time the order is placed. If an email address is not available you can contact our billing department toll free 855-897-9938 to have one mailed to you.

Can I change my payment date?
Unfortunately, at this time we are unable to make any changes to the dates that your payments are due. Please contact the billing department for additional information 855-897-9938.

How do I apply my 5% discount from a previously canceled order?
The 5% discount will be refunded to your original form of payment within 24-48 hours after the order has been shipped.

What is my balance?
For balance inquiries please contact our billing department 855-897-9938.

How do I send in a manual payment?
If you have chosen to submit a money order/check/wire payment to secure this purchase, please enter your initials confirming your order will not be shipped until payment is received and verified. Mail your check/money order to TheWatchery ATTN: Accounting 101 S State Road 7, Suite 201, Hollywood, FL 33023. For wire transfer payments you can contact customer service at 1-866-752-3681 to submit payment over the phone. Please include your order number on the reference line.

Why is my account blocked?
Your account may be blocked due to a payment issue. Please contact our billing department for additional assistance 855-897-9938.

Can I apply Stress-Free payments to any item on the website?
Stress-Free payments are only offered on select items on the website at this time.

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Refunds

What is my RFI # ?
Your Return For Inspection (RFI) numbers is your order number. Please pack the item carefully and be sure to include the packing slip, all original paperwork and instruction manuals. The returned merchandise must be in its original condition. Original condition means that there are no scratches, marks or blemishes on the watch and the security tags are still attached. The item must not have been sized or altered in any way. All items sent to us are reviewed by management before being processed. Please include a note describing the reason why you are returning this. IF AFTER 30 DAY RETURN POLICY IT MAY BE SUBJECT 20% RESTOCKING FEE.

IMPORTANT: To expedite your return, the RFI# must appear on the outside of the box.

We recommend that you ship the merchandise insured for its full value against loss in transit with a reputable carrier that provides tracking to the following address:

ATT: Returns Department - RFI# W
3701 FLAMINGO RD
Suite 100
Miramar, FL. 33027

PLEASE NOTE: It may take up to 10-15 business days after we receive your package for your refund to be processed.

What is your returns policy?
STANDARD RETURN POLICY

TheWatchery.com will gladly accept the return of new, unused, and undamaged merchandise within 30 days from delivery date. Returns after 30 days are subject to a 20% restocking fee.

The returned merchandise must be in its original condition and accompanied by proof of purchase and the original copy of the warranty, as well as the original documentation and packaging; otherwise the return will not be honored.

Following are not returnable:

Fragrances, Swimwear, Intimate Apparel, Hosiery and all items other items listed as Final Sale are considered final sale orders and will not be accepted for return / refund.

You must obtain a Return For Inspection (RFI) number from eWatches.com before returning the merchandise. We will not accept any returned merchandise without an RFI number. Returns must be shipped via a prepaid traceable carrier, such as UPS or FedEx. In case of loss or damage, the customer is liable. (insurance is highly recommended)

Original condition means that there are no scratches, marks or blemishes on the product and the security tags are still attached. The product must not have been sized or altered in any way.

Gifts With Purchase - Free or discounted items shipped as promotional gifts with purchase must be returned along with the qualifying item in original condition as described in the Standard Return Policy. The retail value of the gifts with purchase not returned with the qualifying item will be deducted from the refund or credit amount.

Damaged Box or Damaged Product If you receive damaged or incorrect item(s), contact a Customer Service Specialist no later than 5 business days after receipt. If there is extensive damage to the box, refuse delivery and contact a Customer Service Specialist immediately.

Refusal of Delivery If a package is refused for delivery, the customer will be responsible for actual shipping charges incurred by eWatches.com. Once we receive the package back in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost of shipping the package to you. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible. This does not apply to packages that appear to be damaged in shipping.

Incorrect Shipping Address Provided Packages that are returned because of an incorrect address provided by the customer will be subject to additional shipping charges. When we receive the package in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. Requests for packages to be shipped again will be subject to actual shipping charges. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible.

How long is the refund process?
Refunds take 7-10 business days from the date the package is received. During the Holiday season refunds may take up to 15 business days.

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Price Guarantee

30-Day Price Match Guarantee
WorldofWatches.com guarantees that our prices are the lowest you'll find anywhere online. You'll know you're receiving the best deals available on thousands of quality products.

To satisfy the Best Price Guarantee:

1. The product must be purchased from TheWatchery.com
2. The product must be the exact same make, model, and color purchased at TheWatchery.com
3. The merchant offering the lower price must have the product currently in stock
4. The online merchant must be an established site, as determined by TheWatchery.com
5. Items purchased with Stress-Free Payments are NOT eligible for price matches

Qualifications:

  • Applies to total price of purchase--including shipping, taxes and other charges that may apply
  • Applies to claims made within 30 days from purchase date
  • Limited to only three claims in any 90-day period per customer
  • Limited to three identical items per customer
  • Limited to items with valid serial numbers
  • Does not apply to new merchandise versus factory-reconditioned comparisons
  • Does not apply to auction sites, seller must have an established online store
  • Does not apply to merchants offering special promotions such as free shipping, sale prices, rebate offers, coupon offers, quantity discounts or membership requirements for buyers and/or sellers
  • Subject to change without prior notice
  • Certain brands do not apply
  • We reserve the right to match a watch at our discretion

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Repairs

Initiate Repairs

Where do I send my watch repair to?
We are sorry to hear what has happened to your watch. First check warranty coverage by clicking here http://www.ilswatchwarranty.com/. Please follow all the steps below in sending us your watch that is warrantied by SWI.

Send your watch via insured or registered mail with sufficient insurance to cover the original purchase price and a tracking number. · If more than one product (watch) is being shipped, enclose $10.00 per product for return postage and a packing list of the package contents and retain a copy for your records. All checks and money orders are to be made out to SWI Repairs

SWI Group
Repairs Department
3701 FLAMINGO RD
Suite 100
Miramar, FL. 33027

  • Make sure your complete name and address including ZIP Code (where you would like the product to be sent back to) appears on the package. Also include this information inside the package along with phone number and email address
  • Enclose a complete explanation of the nature of the problem so that the correct repairs will be made.
  • Pack the watch securely to avoid damage in transit. Do not send it in its display box. These boxes are discarded upon receipt and cannot be returned.
  • IF STILL UNDER WARRANTY: Enclose a copy of your sales slip along with a check or money order made to SWI for $10.00 per product to cover the cost of handling, mailing and insurance if the return shipping is within the USA except for the following: Alaska, Hawaii, and Puerto Rico which are $15 per product. International returns outside USA cost $40 for each product. All repairs are sent back via UPS with signature required. If return postage is not sent, your item will not be processed. Shipping cost will be waived if purchase is within 30 days and proof of purchase is sent.
  • The warranty may be void on products showing evidence of extreme use or evidence of moisture, unauthorized repair and/or rust.

IF NO LONGER UNDER WARRANTY: You will receive an estimate, and no repairs will be made until we receive your approval of charges. If you decide not to have the repairs made, a $10.00 return shipping charge will still be assessed. If return postage is not sent, your item will not be processed/returned until shipping has been paid. Post-warranty movement repairs are guaranteed for a period of one year.

Allow 4 to 8 weeks for repairs. Estimated time for return of repaired goods cannot be given for watches needing back ordered parts or special repair procedures. You will be notified if this occurs.

International Warranty
At this time we do not provide international shipping warranty cards. If you are an International customer and in need of a repair, please contact our Customer Service Department at 866-961-8463 to receive further instructions on where to send your item for repair.

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Repair Estimates

What is my estimate about?
Once an item for repair has been received, your watch will be inspected and an estimate will be provided if needed. If the repair has been given an estimate, the repair will proceed once the estimate is paid for.

What steps are taken to service a watch?
While performing a complete maintenance service of your watch, several critical steps are followed to ensure the highest quality repair possible. Once the estimate has been approved, required replacement parts will be pulled from stock or ordered. The movement is removed from the case and is completely disassembled. The movement will then go through a five step ultrasonic cleaning process. Afterwards, the movement is reassembled, precisely lubricated, timed and tested for factory specified accuracy. Next, the case is refinished according to factory standards. Once the case is restored, all of the seals, crown and pushers etc. are replaced with new genuine replacement parts to guaranty specified water resistant standards. The case is pressure tested at this time. Once the movement is installed, your watch will begin the quality-control process which checks for timing accuracy, power reserve and visual aesthetics.

There is condensation on the inner surface of the crystal. What should I do?
Watch with condensation under the crystal needs to be examined by a watchmaker without delay, even if the condensation disappears after a short time.

This is one of the worst things that can happen to a watch. It means that minute particles of water have penetrated the case but the seals are still tight enough to prevent the water from evaporating.

The constant damp atmosphere inside the case is very corrosive and, at worst, can destroy the movement.

My watch has water damage. Can you fix it?
We'll do our best to restore your watch to working condition, but our success depends upon the extent of the damages. Beyond our pledge to put forth our best efforts, we cannot make any promises.

Did I "over wind" my watch?
There's a great deal of misinformation out there with respect to so-called over-winding. Technically speaking, it is possible to over wind a watch, but not through ordinary means. If you continue to force the crown to turn after it stops on its own, then you could break vital internal components. Nevertheless, you would have to do this deliberately as opposed to inadvertently.

Lots of people mistakenly believe that they "over wound" their watches because the watch stopped ticking after they turned the crown. Obviously, this indicates a problem, but the malfunctioning stems from something unrelated to the winding. Older watches may cease ticking after a winding because they haven't been serviced recently. In either case, we'll be happy to rectify the situation!

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Repair Status

What is the status of my repair?
Please allow 4-8 weeks upon delivery for completion of repair, If you currently paid an estimate on your repair then please allow 4 additional weeks for completion.

Once the repairs are completed, you will be sent a tracking number by email if an email was provided. Please allow 24-48 hours for your tracking number to be traceable.

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Exchange / Parts

Has my repairs payment been processed?
Payments received for estimates take approximately 2-3 business days to process from the date of receipt..

How long is the exchange process?
Once the exchange has been inspected, the exchange process is 2-3 business days. Please contact Customer service at 1-866-752-3681 for tracking of an exchange.

How can I request a part for my watch?
Please contact customer service at 1-866-752-3681 to inquire about availability and pricing.

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About Us

Company Info

What are your hours of operation?
The hours of operation are:
Monday thru Friday 9:00am to 5:00pm eastern standard time.

Is your website secure?
Yes, we use state-of-the-art data encryption technology to protect our customer's information. Secure Socket Layers (SSLs) encrypt the information sent between your computer and our database. In addition, we use Internet fraud screening to protect credit card transactions.

Who are we and what do we sell?
There are many unscrupulous and criminal enterprises on the internet dealing in fake merchandise. TheWatchery.com proudly stands behind the authenticity of all its products. All of our merchandise is new or pre-owned and guaranteed to be authentic. TheWatchery.com is committed to providing our customers with the hottest trends in luxury fashion. As a result of the trusted relationships we have with our vendors, you can shop with confidence. Thus, any brand, whether it be Gucci, Movado, Cartier or any other brand, is genuine. Selling counterfeit products as the genuine article is a violation of federal law. All of our products are genuine and authentic.

Who We Are & What We Sell
Our core philosophy is to provide our customers with the finest brands in the world at the ABSOLUTE best pricing in the world.

We sometimes get inquiries regarding whether we are "Authorized" to sell the products we sell. The answer is that it depends on the product. There are several brands we feature on TheWatchery.com that are new or pre-owned and authentic that we are not "authorized" to sell by the manufacturer because we are committed to selling our brands at the lowest prices. Because we sometimes purchase new product from national and international retailers some of the items we sell may be store overstock, samples/displayed products, and/or closeouts - all never used and authentic. As such, TheWatchery.com expressly disclaims any indication that it is an authorized dealer or agent of any of the designers/manufacturers whose goods are offered on this site.

We have been selling branded products exclusively on the Internet for several years. We buy from "authorized" dealers and large worldwide distributors. Our domestic and international contacts enable us to consistently buy at the lowest possible prices. This is why we can offer you such exceptional savings. Thousands of customers have purchased watches, sunglasses and many other products from our website and we have proven that consumers rather get an amazing deal than be overcharged by "Authorized" dealers.

Rest assured, all of our products are new or pre-owned and genuine, and where we are not "authorized" to sell a product we back it up with our own experienced warranty staff and/or our return policy. Keep shopping with confidence and at our great low prices!

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Terms and Conditions

Click here to see the terms & conditions of our site.

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Reseller

If you'd like to become a vendor or if you have any questions whatsoever about becoming a vendor please contact our VP of Sales Carly Arna at carna@swisswatchintl.com.

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Policy

Return Policy
TheWatchery.com will gladly accept the return of new, unused, and undamaged merchandise within 30 days from delivery date with an RFI/Order number. Returns after 30 days are subject to a 20% restocking fee.

  • RFI Request for Return You must obtain a Return For Inspection (RFI) number. This number will be the same as your order number. We will not accept any returned merchandise without an RFI number. Contact a Customer Service Specialist by contacting our Toll Free Number 1-866-752-3681 if you have any inquiries on return.
  • The returned merchandise must be in its original condition and accompanied by proof of purchase and the original copy of the warranty, as well as the original documentation and packaging; otherwise the return will not be honored.
  • Damaged Box or Damaged Product If you receive damaged or incorrect item(s), contact a Customer Service Specialist no later than 5 business days after receipt. If there is extensive damage to the box, refuse delivery and contact a Customer Service Specialist immediately.
  • Following are not returnable Final Sale are considered final sale orders and will not be accepted for return / refund.
  • Gifts With Purchase Free or discounted items shipped as promotional gifts with purchase must be returned along with the qualifying item in original condition as described in the Standard Return Policy. The retail value of the gifts with purchase not returned with the qualifying item will be deducted from the refund or credit amount.
  • Original condition means that there are no scratches, marks or blemishes on the product and the security tags are still attached. The product must not have been sized or altered in any way. Returns must be shipped via a prepaid traceable carrier, such as UPS or FedEx. In case of loss or damage, the customer is liable. (insurance is highly recommended)
  • Refusal of Delivery If a package is refused for delivery, the customer will be responsible for actual shipping charges incurred by TheWatchery.com. Once we receive the package back in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost of shipping the package to you.
  • Incorrect Shipping Address Provided Packages that are returned because of an incorrect address provided by the customer will be subject to additional shipping charges. When we receive the package in our warehouse, we will issue a credit to the original credit card for the purchase price less the actual shipping cost. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. Requests for packages to be shipped again will be subject to actual shipping charges. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible.

How do you guarantee that my information is not sold or shared?
Click here to view our Privacy Policy

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