Reshipment Policy
This page explains the conditions, requirements, and process for requesting a reshipment.
All reshipment requests are reviewed by our support team before approval.
For general assistance or order inquiries, you may reach our support team through our customer support page.
Eligibility for Reshipment
A reshipment may be arranged when one of the following situations is fully verified with valid supporting proof.
Verified Product Quality Issue
Reshipment may be approved if a factory product quality defect is confirmed after official review, covered under our 2-year limited warranty terms.
Customers must provide clear, original photos of the physical defective item as supporting evidence.
Incorrect Item Sent
Reshipment may apply if the delivered item does not match the ordered watch model, dial, strap, color or custom configuration confirmed during QC review.
Dead on Arrival (DOA)
If the watch cannot operate normally straight upon delivery with no signs of customer-inflicted damage, it may qualify as DOA.
The DOA issue must be formally reported within 48 hours of confirmed delivery.
Lost Package
Reshipment may be arranged when a shipment is officially confirmed lost by the logistics carrier.
This includes parcels with zero tracking updates for an extended period as defined in our Shipping & Delivery Policy.
Customs Clearance Failure
Reshipment may apply if customs clearance fails entirely due to documentation or logistics reasons not caused by customer error.
Customs Seizure
If customs full detention blocks delivery, reshipment may be offered as a resolution option.
This eligibility only holds when the detention cause is not attributable to incorrect customer information or local import rule violations by the buyer.
Empty Package
If the sealed parcel arrives empty with no watch inside, a formal reshipment request may be submitted for review.
A complete and unedited full unboxing video filmed from opening the outer shipping packaging is mandatory as official proof.
Cases That Cannot Be Resolved by Replacement or Refund
If the verified delivery issue cannot be fully resolved via standard exchange or full refund after cross-check, complimentary reshipment may be authorized as an alternative resolution.
For complete rules covering product returns and exchanges, please refer to our dedicated Return Policy and Exchange Policy pages.
Reshipment Request Timeframe
Customers must submit all reshipment support requests within the strict time limits listed below to qualify for review.
DOA or Empty Package
All DOA and empty package claims must be submitted within 48 hours of confirmed delivery with full required evidence attached.
Logistics Issues (Lost / Customs Detention)
For all shipping, tracking or customs-related logistics problems, customers are required to open a support ticket with supporting materials as soon as abnormal tracking status is detected.
You may also review full general shipping transit, tracking and customs rules on our main Shipping & Delivery Policy page.
Proof Requirements for All Claims
Valid, original supporting evidence is mandatory for every reshipment request to pass internal review.
Quality Defect / DOA Claims
Customers must submit clear, unmodified original photos showing the full defective watch and the specific faulty area in close-up shots.
Logistics Loss, Delay or Customs Seizure Claims
Carrier tracking screenshots, official customs notices or a detailed written description of the abnormal logistics event will be requested by the review team.
Empty Package or Missing Item Claims
A complete, unedited continuous unboxing video recording the full opening process from sealed outer box to empty inner packaging is non-negotiable required proof.
Reshipment Shipping Cost Responsibility
Who bears reshipment shipping fees is determined solely by the root verified cause of the delivery issue.
Our Full Responsibility
If the confirmed root cause is our production, packing or logistics error (defective goods, wrong item, lost parcel, customs failure without customer fault), all full reshipment shipping costs will be fully covered by our store with zero extra charges for the customer.
Customer Provided Incorrect / Incomplete Address
If delivery failure stems from inaccurate, incomplete or invalid shipping address provided by the buyer, all additional reshipment transport fees must be covered by the customer, per address modification rules on our Order Modification Policy.
Delayed Customer Response / Missing Supporting Information
If reshipment processing is held up or incurs extra logistics expenses due to the customer failing to supply required proof, valid address or requested documents promptly,
any extra reshipment shipping fees will be discussed and charged separately to the customer.
Full Reshipment Workflow
The complete standard reshipment processing workflow follows these sequential steps once eligibility is confirmed.
Customer submits a formal reshipment request via support channel with all required proof attached.
Customer support team verifies order details, evidence and checks policy eligibility.
Matching replacement watch is prepared, undergoes full QC inspection and packed for reshipment (processing normally takes 1–3 business days).
A brand-new unique tracking number is generated and sent to the customer via registered email.
Final transit and delivery timeline for the replacement parcel follows the standard transit speed of the selected shipping carrier, as outlined on our shipping guide page.
All replacement watches issued via approved reshipment retain full coverage under our official 2-year limited warranty against factory mechanical manufacturing defects; human-caused damage including accidental drops, water ingress, scratches and improper manual operation is excluded from free warranty service. All core after-sales restrictions such as protective film removal return/refund limitations remain fully effective for reshipped replacement units consistent with our global unified after-sales policy standards.
