If you have already sent in your watch and you are sent a 'product not received' email, you will not receive a confirmation that your product has been received until it has been logged at our service center in Dallas, TX. We ask that you first ship your product to Brampton so that you do not need to ship across the border; we will forward it along for you! However, this process does require you to wait 2-3 weeks after your package is received at Brampton to receive a confirmation that your product has been logged.
You are able to check the status of your repair request on the repair site. (This link is for Canadian repairs. To check the status of a US repair, please click here.)The repair request number must begin with "RP" in order for the site to be able to pull up your repair details.
To check on the status, enter in your repair request number (RP######XX) and the last name and email address that was provided while filling out the request. These can be found on the shipment form in the confirmation email that was sent after completing the repair request.
|Order Placed||Your repair request has been created and we are waiting to receive your product. Use the shipment form to send your product to our service center. Note, it may take a few business days after the tracking shows your package has been delivered for your product to be logged.|
|Product Received||Your product has been received and logged. If the watch is under warranty, your repair will remain in this status until it has been shipped back out. If the repair is not covered under warranty, it is awaiting evaluation for the quote.|
|Cancelled||If your product was not received and logged in our service center 90 days after your repair request was created, or if you do not respond to your repair quote within 45 days, your repair request will be cancelled.|
|Non-Repairable||The product was unable to be repaired due to various reasons.|
|Awaiting Parts||We are acquiring the components to repair the product from overseas. Delays may take up to 2-4 weeks.|
|Quote Sent||A quote for your repair request has been emailed out to you. Be sure to check your spam folder in case it was automatically filtered.|
|Customer Rejected||The emailed quote was rejected by the customer.|
|Quote Approved-In Repair||The emailed quote has been approved and the repair fees have been paid. The indicated repairs are in process.|
|Shipped||The product has been shipped back to you.|