Please refer to the information below to stay up-to-date and for any questions you may have regarding our North American service center.
- Have you received my watch?
If your tracking number shows that your package has been delivered, we have your watch and you will receive a confirmation via email once it is checked in with our clerical team. Our repair center closed on March 30th and if your watch was sent within the last week of March through mid-May, it has not been checked in. We will have a limited team starting May 18th, and we look forward to checking in your watch and servicing our guests.
- Why was my repair canceled?
If you received an email informing you that your repair has been canceled, please disregard this email. After 90 days of opening a repair request, our system is set up to automatically send out the cancellation email to our customers if their watch has not been checked in. We apologize for the confusion and look forward to begin servicing our guests again starting on May 18th.
- When will I receive updates regarding my repair?
On May 18th, we will re-open our repair center with a limited team. You will begin receiving email updates after your watch has been checked in by our clerical team.
- Where is my link/band or replacement order?
Our warehouse is still processing link/band orders and warranty replacement orders. Please note that we are experiencing a one week processing time before these orders are shipped. In addition, USPS is also experiencing shipping delays. It can take up to 4 weeks to receive your order from the day it was placed.
- When will I get my watch back?
We will re-open our repair center with a limited team on May 18th and will work as diligently as possible to complete repair work. We will keep you updated via email on the status of your watch and do not have an exact timeframe, but will update you with a tracking number once your watch is ready to be shipped back to you.
- What is the status of my repair?
If you have an existing repair with us that was already in progress, please rest assured that your item was stored safely. You will begin receiving email updates again after we re-open on May 18th.