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|This page is designed to attempt to answer your frequently asked questions regarding both the policy and procedures of our company and any common technical questions you might regarding the operation of your watch. This FAQ page is broken into the sections "FAQ Administrative" and "FAQ Technical". Please navigate throughout this page to find the answers you're seeking.
Q: My watch is expensive and/or has high sentimental value. How can I ensure it will get to you and back to me safe and secure?
A: Please use a trustworthy shipping carrier (ex. UPS, FedEx, USPS, DHL) and purchase insurance for the amount of the value of the watch in the event the watch gets lost or damaged in the transport process. Ex. the value of the watch = $1,000 buy $1,000 worth of insurance, value = $5,000 buy $5,000 worth of insurance and so on. Also please pack sercurely using bubble wrap or other materials for maximum protection.
Q: I have paid for shipping to send the watch, did I also need to pay for return shipping?
A: Yes. Please include a prepaid return shipping label for the same amount as the inital shipment. If one is not provided, we'll contact you and ask for shipping payment prior to sending the watch.
Q: If I live close to the service center or I'm in the Los Angeles downtown area, can I dropoff or pickup?
Q: What does a free estimate consist of?
A: The estimate will allow us to properly and accurately diagnose a problem with your watch by examining and contacting you with details. The watch will be opened and thoroughly examined to uncover what's wrong and closed without any further work performed. We then will contact you to give you the details of the problem and the cost of service. Once the okay is given, then the work will start.
Q: The job is complete, how can I pay?
A: You have three options for payment. 1) Transfer the funds via Paypal fast and securely. If you don't use Paypal, 2) Call and give us your Credit Card details so we can charge your card. Or, 3) Send us a check/Money Order, but we won't send you back the watch until the check clears. It's our recommendation to use either option 1 or 2 outlined above for faster turnaround. Here is a list of major Credit Cards we accept:
Q: I've chosen to call and give you my CC details, does my personal information stay safe?
A: Once we take your credit card information and charge your card. We shred and destroy all your credit card details. This is done to protect your privacy and security. Also asking for your credit card details again is much safer than storing it.
Q: Does your service come with a warranty?
A: Yes. All service performed comes with a 12 month warranty in the event the watch stops working. We also keep a record of all work on a watch to refer back when needed.
Q: I called and reached your recording, should I leave a message?
A: When you call outside of our business hours please leave a message with your name, number and description of your watch. We will answer all calls during normal business hours.
Q: I received my package and along with my watch there was a little plastic bag with a part in it. Do I need to do anything with this part?
A: No, nothing needs to be done. In the event the watch had a broken or damaged part, we will extract the bad part and give it back to you for your reference.
Q: I received my automatic/mechanical watch back and it's still not running?
A: Mechanical (wind-up) watches need to be wound everyday preferably in the mornings for power throughout the day. Some watches may stop as early as 18 hours, others may go from 24-72 hours depending on the thresold of the mainspring.
Automatic watches operate with motion, when you stop wearing the watch for a period of time it will stop. Depending on the make and model of the watch and thresold of its mainspring a watch can run 24-72 hours after motion stops.
Q: Why is my automatic not running after wearing it?
A: The watch doesn't automatically run after being dormant, some will start running within a couple of minutes while others may take as long as an hour depending on the condition of the mainspring also the make and model.
Q: After service with your company, I've tried winding and continuously wearing my watch but it still doesn't run. What do I do now?
A: Please contact us at this point. This is extremely rare but can happen. If it's within the 1-year period we'll correct the issue at no charge.
Q: I elected to purchase a quartz movement from you and change it myself. But now my watch doesn't run. Can I return the movement?
A: No returns are accepted because changing a quartz movement can be a delicate procedure since it can be damaged. If you choose to change the quartz movement yourself there is a risk losing money. The movements we sell are opened and QC tested before shipment. Testing includes the battery, calendar, coil, hands and pulse. The purpose of the tests are to ensure we're sending you something that works.
Q: My watch is a chronograph which needs to be set, do you set the watch?
A: No we don't set chronograph watches. Setting these watches can only done using the manual of the manufacturer. Please reference the manual to set the watch.
Q: The crystal on my watch is damaged, do I need to send the entire watch?
A: The entire watch doesn't need to be sent in crystal repairs. We actually prefer you don't send the entire watch but it's a personal choice. All we need is just the watch case in this situation along with the old crystal if you have it. However you're welcome to send the entire watch if it's going to be difficult to send just the case.
Q: The dial on my watch is damaged, do I need to send the entire watch?
A: The entire watch doesn't need to be sent in dial repairs. We actually prefer you don't send the entire watch but it's a personal choice. All we need is just the watch dial in this situation. However you're welcome to send the entire watch if it's going to be difficult to send just the dial.