Before you ship
Submit the repair request and wait for a response. That prevents unnecessary shipments and gives us a chance to flag watches that need special handling or a different repair path.
How to pack the watch
- Photograph the watch before packing, including the dial, caseback, sides and existing damage.
- Wrap the watch so the case, crystal and bracelet cannot strike each other.
- Place the wrapped watch in a small rigid inner box or protective container.
- Immobilize the inner package inside a rigid outer shipping box with cushioning.
- Do not send the original presentation box unless specifically requested.
- Do not advertise expensive contents with brand or jewelry wording on the exterior.
- Retain the carrier receipt and tracking information.
Tracking and insurance
Unless written instructions say otherwise, the customer arranges and pays for inbound shipping. Use a service with tracking and insurance appropriate to the watch’s replacement value. Carrier “declared value” rules are not identical to insurance, so review the carrier’s current terms rather than assuming a watch is automatically covered for any amount typed into a label.
Return shipping
The return method and cost are shown on the estimate or invoice. If a repair is declined after inspection, return shipping remains the customer’s responsibility.
High-value watches
If the watch is unusually valuable, tell us before shipping. High-value watches can require different carrier, signature or third-party insurance arrangements.