FAQ
1. How do I place an order?
You can place an order directly on our website. After submitting the order, our support team will contact you with payment instructions and guide you through the next steps.
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 cancelled if they have not yet been prepared or shipped. Once an order enters the preparation stage or has been shipped, cancellation may no longer be possible.
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?
Tracking numbers are usually provided within 24 hours after the package has been shipped.
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?
For tax-inclusive shipping lines, taxes are already included. For other routes, customs rules may vary depending on the destination country.
14. What happens if customs delays my package?
Customs processing times vary by country. If there is an issue with customs clearance, we will work with the shipping provider to resolve it.
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 provide real QC photos or videos of the exact watch before shipment so you can confirm the details.
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 product does not pass QC inspection due to defects or alignment issues, it will be rejected and replaced before shipment.
19. What is your return policy?
Items may be returned within 30 days if they meet the return conditions, such as being unused, undamaged, and including all original packaging and accessories.
20. Can I return a product if I change my mind?
Yes, returns without a specific reason may be accepted within 30 days if the product remains unused and in its original condition.
21. Who pays the return shipping cost?
If the return is due to our error or a product defect, we cover the shipping costs. If the return is due to customer preference, the return shipping cost may be the customer’s responsibility.
22. How do I request a return?
You can contact our support team to submit a return request. Once approved, we will provide the return instructions and address.
23. What proof do I need for a return or claim?
Photos or videos showing the issue may be required. For missing items or empty packages, a full unboxing video is usually required.
24. When can I request a refund?
Refunds can be requested within 30 days after delivery if there is a verified issue such as defects, incorrect items, or shipping damage.
25. How will my refund be processed?
Refunds are issued through the original payment method used for the purchase.
26. How long does it take to receive the refund?
Refunds are usually initiated shortly after approval, but the final processing time depends on the payment provider.
27. Can I receive a partial refund?
Yes. In cases where the issue is minor and does not affect the main functionality, a partial refund may be offered as compensation.
28. Can I exchange my product?
Yes. Exchanges can be requested within 30 days if the product is unused and still in its original condition.
29. What situations qualify for a replacement shipment?
Replacement shipments may be arranged if there is a verified defect, incorrect item, shipping damage, or confirmed delivery issue.
30. How long does it take to arrange a replacement?
Once the issue is confirmed, replacement shipments are typically arranged within a few days.
31. Do your watches come with a warranty?
Yes. Our watches include a two-year warranty covering mechanical faults and non-human functional issues.
32. What does the warranty cover?
The warranty covers mechanical problems, movement issues, and functional faults not caused by misuse.
33. What is not covered under warranty?
Damage caused by improper use, water exposure beyond recommended conditions, or unauthorized modifications is not covered.
34. Do you offer long-term maintenance services?
Yes. After the warranty period, we offer lifetime maintenance services such as movement cleaning, adjustment, and servicing at reasonable cost.
35. 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.
