To have your watch repaired, you will need to create a repair request online on our repair website. By entering your product details, you will receive an estimated cost, warranty details, and instructions for how to ship your watch into our service center.
For best results, please access our repair site using a Google Chrome browser. Click here to access the repair website. You'll be led through the following steps:
STEP 1: CHOOSE YOUR PRODUCT
Select your product category (watch, hybrid smartwatch, or touchscreen) and hit Continue.
STEP 2: IDENTIFY YOUR PRODUCT
Enter in the style number of your product (typically located on the back of the watch, e.g. ES1234 or FTW1234) and check whether or not the 2-year warranty is still valid for the watch. For the warranty to be valid, you will be required to send in a copy of your proof of purchase.
STEP 3: SELECT YOUR REPAIRS
Check the required services and you'll see an estimated total for the repair (but you don't have to pay until we appraise it in person). You may include any comments you would like to forward to a repair technician in the text box. Then, hit “Continue”.
STEP 4: ENTER YOUR INFORMATION
Enter in your email and return shipping details so that we know where to send updates and the watch back to. Hit “Continue” once you have verified that it is all correct.
STEP 5: VERIFY YOUR REPAIR REQUEST
Confirm the ship-to-address, the repairs requested, as well as any comments you may have left on the repair request. Then, hit “Continue.”
STEP 6: COMPLETE YOUR REQUEST
STEP 7: SEND YOUR WATCH TO US
Now print out the shipment form which has our shipping address on it as well as instructions on what to include in the package. Then send your product off to our expert technicians.
Keep a record of the tracking number that you use to send in your watch. You will receive an email once your watch has been logged into our system; typically, a couple of business days after the tracking shows that your package has been delivered. If the watch is able to be repaired and the repair has a cost, we'll send you an email with the quote once your product is evaluated. You can then pay online.
After the repairs have been completed, we'll email you tracking details, and ship your repaired product back to you! Turnaround time is typically 2-4 weeks from the day that you pay.
Note, if you only need a replacement strap or links for your watch, these can be ordered with a U.S. issued credit or debit card by calling FG Services at 1-800-842-8621. Please have your watch's style number ready (located on the back of your watch, e.g. ES1234 or FTW1234) so their representatives can assist you.