FAQ
1. How do I place an order?
You can place an order directly on our official website. After you submit your order form, our customer support team will reach out to you with full official payment method options and step-by-step guidance covering payment confirmation, product QC review, and subsequent shipping arrangements. You may view the complete workflow on our How to Order page.
2. What payment methods do you accept?
We accept credit cards, bank wire transfers, and cryptocurrency payments such as USDT, BTC, and ETH. PayPal may be available for returning customers or special cases.
3. Is my payment information secure?
Yes. Payments are processed through encrypted channels, and we do not store your credit card information.
4. Can I modify my order after placing it?
Yes. You can modify details such as shipping address, contact information, strap size, or model selection before the order is shipped.
5. Can I cancel my order?
Orders can be fully cancelled free of charge only if they have not entered production, preparation or shipment. Fully confirmed custom and pre-order items that have started manufacturing cannot be cancelled. Once an order enters preparation or has been dispatched, cancellation requests will not be approved. Full rules are listed on our Order Cancellation Policy page.
6. What currency are prices listed in?
All prices on the website are listed in USD.
7. Are there any hidden fees?
No. We do not charge hidden fees. However, banks or payment platforms may charge their own transaction or currency conversion fees.
8. What shipping methods do you offer?
We offer several international shipping options including express couriers, tax-inclusive shipping lines, and postal routes depending on the destination.
9. How long does delivery usually take?
Delivery times vary by shipping method and destination. Express couriers are typically faster, while postal routes may take longer.
10. When will I receive my tracking number?
Your unique tracking ID will be issued and sent to your registered email within 24 business hours after the package is officially dispatched. Tracking data may take an additional 24–48 hours to display active updates on carrier platforms, as explained in our Shipping & Delivery Policy.
11. Why is my tracking number not updating?
Tracking updates may take 24–48 hours to appear in the system after shipping. If there is no update for several days, our support team can help check the shipment status.
12. Do you ship worldwide?
Yes, we ship to many countries across North America, Europe, the Middle East, and Asia.
13. Do I need to pay customs duties?
All import customs duties and local taxes are fully covered for shipments sent via our tax-inclusive dedicated logistics lines. For standard express shipping routes, customers may be liable for any import fees charged by local customs authorities based on your region’s import regulations. Review full shipping and customs terms on our Shipping & Delivery Policy.
14. What happens if customs delays my package?
Standard customs holding and inspection times differ by destination country. If your parcel faces clearance delays, detention or full customs seizure caused by non-customer errors, our logistics team will coordinate with the carrier to offer eligible resolutions including complimentary reshipment or full refund. All relevant logistics resolution rules are detailed on our Shipping & Delivery Policy and Reshipment Policy pages.
15. What if my package is lost or seized?
If a package is confirmed lost or cannot be delivered due to customs issues beyond the customer’s control, you can choose between a replacement shipment or a full refund.
16. Do you provide QC photos before shipping?
Yes, we supply original unedited QC photos and full functional test videos of your exact watch unit prior to dispatch. Shipment will only be arranged after you fully confirm the QC materials meet your requirements, following our standard ordering workflow.
17. Are the QC photos edited or rendered?
No. All QC images are real photos of the actual product. We do not use rendered images or edited pictures.
18. What happens if the QC inspection fails?
If a watch fails our strict pre-shipment QC inspection due to factory manufacturing defects, cosmetic flaws or functional misalignment, the faulty unit will be discarded, and a brand-new matching replacement watch will be produced and re-inspected for you before we send over updated QC materials for your confirmation.
19. What situations qualify for a replacement shipment?
Complimentary reshipment replacement will be approved for fully verified scenarios including factory manufacturing defects, incorrectly shipped watch configurations, transit damage sustained before receipt, carrier-confirmed lost parcels, and customs detention caused by non-customer fault. All reshipment eligibility rules are listed on our dedicated Reshipment Policy page.
20. Do your watches come with a warranty?
Yes. We stand behind our products with a warranty covering manufacturing defects for a specified period. The warranty includes support for mechanical issues under normal use. Full details, including what is covered and any exclusions, are available on our Warranty and Quality Assurance page.
21. What is not covered under warranty?
Damage caused by improper use, water exposure beyond recommended conditions, or unauthorized modifications is not covered.
22. How can I contact customer support?
You can contact our support team via email. Our team will assist you with orders, product questions, and after-sales service.
