We’ve implemented special procedures as we work to keep our teams – and our customers – safe. As a result, some of our services and time frames have changed. Please refer to the information below to stay up-to-date and for any questions you may have regarding your order.
- Has my order shipped yet?
Please allow an additional 4 business days for processing time for all orders. Your order may process for 9 business days before shipping. An email with the tracking number will be sent once your order ships. You can check the status of your order here.
- My order has been shipped, but I have not received it yet.
We are seeing delays in FedEx shipping for all orders. The tracking information may show that your package is 'pending' while it is delayed. Please allow FedEx up to an additional 2 weeks to deliver your package. With this delay, it may take up to 4 weeks for your package to deliver after it has been shipped. For any questions on the location of the package after it has been shipped, please contact FedEx support.
- I have returned my order, but my refund has not processed.
Please allow up to 12 business days for your return package to process once the tracking shows that it has been received at our returns facility. You will receive an email once the return has been processed.
- I am having trouble placing my order.
If you are having trouble placing an order, please ensure that you are in Canada and are using a Canadian-issued card. Read more about why your order may not be placing here.
- I have transactions on my card statement for failed order attempts.
If you see multiple transactions on your card statement for failed order attempts, you are seeing authorizations. Read more about authorizations here. Note, you do not need to take additional action for the authorization(s) to be removed; this will happen automatically within 7 business days.
- Why won't a certain promo code apply to my cart?
If you are having trouble applying your promo code, please ensure that the item(s) in your cart are eligible for the promo discount. Note that all promo codes also only apply to SELECT items. If the promo code does not apply to your cart, then the item(s) in your cart are not eligible for the discount. You can read more about our current promo(s) here.
- Why can't I add a certain item to my cart?
If an item is not adding to your cart, then it is most likely that the item has gone out of stock. Stock is not reserved for an order until it has been packaged and shipped. We do not have information on when items will be restocked nor can we honor rain checks.
- Can I cancel my order?
Orders cannot be canceled once they have been placed. However, we do offer free returns for full refunds for 90 days from the date of purchase. To return your order, please follow the instructions here.
- Can I get my watch repaired?
We are pleased to announce that our North American repair center has reopened. Please note that additional safety measures are in place. Due to these safety measures, you may experience longer than usual repair times. You can read more about our service center here or get your repair started here.
As our communities react to the global health crisis, our focus remains on supporting the health of our employees while caring for our communities. On behalf of our entire team, we thank you for your support through this challenging time. We will get through this together!