Frequently Ask Questions
About Us
How can I reach you? WatchFacts corporate office is located at 169 E. Flagler Street, Suite 624. Miami, FL 33131; You may call or email us at 305.789.4400 and info@watchfacts.com, respectively
Can I drop off or pick up my watch at your shop? Of course! We want our customers to trust us and have confidence with the security and safety of their favorite timepieces.
| Monday | 9:00 AM - 5:00 PM |
| Tuesday | 9:00 AM - 5:00 PM |
| Wednesday | 9:00 AM - 5:00 PM |
| Thursday | 9:00 AM - 5:00 PM |
| Friday | 9:00 AM - 5:00 PM |
We are closed on holidays and weekends
Trust
Who are your partners?
- We are endorsed by the American Watch and Clockmakers Institute. www.awci.com
- National Watch and Clock Collectors. NAWCC is a 19,000 member organization and one of our affiliated service partners. www.nawcc.com
- We believe in transparency - You can visit our corporate office or any of our service centers. All locations are provided in the website and you are able track to the status of your watch anytime
- We are exclusively endorsed by the American Watch and Clockmakers Institute (AWCI), the top horology school in the United States.
- We only work with the best! Our service centers must meet very strictly defined criteria, reputation, equipment, manufacturer's parts accounts, and formal training.
- Each service center has several watchmakers with over 30 years of watch experience and the watchmakers are either trained or certified by the manufacturer.
- Only genuine parts are used
- Our work carries a 1 year "transferable service warranty"
- We are endorsed by some of the leading and best respected watch professionals in the industry
- We and our centers are bonded and insured by top rated carriers.
Service
How much does it cost?
All service is communicated online through your online portfolio and sent to the email address you provided
If your watch is functioning, you will choose either our Basic Service or Overhaul Service. Prices have been pre-determined and vary by service center. You will pay in advance for services. If your watch does not function properly or at all, your watch will require a repair estimate. Review our fees here.
How do I get an estimate? We base the costs on an ESTIMATE where a professional would determine the best services to do with your watch. We offer estimates free of charge but our professional watchmakers have to see the actual watch before giving a quote. We try our very best to give you reasonable repair costs. We intend to keep our clients satisfied by providing quality service to protect the value of your timepieces.
What forms of payment are accepted, and when do I pay? We accept all other major credit and debit cards. We do not accept personal checks. Quotes are provided to you via email and in your online watch portfolio. Payments can be made upon the electronic approval of the watch repair estimate. Basic Service and Overhauls are paid in advance.
Why do we ask you to pre-pay for service? Unlike most service centers, we do not believe in mafia games... "send your watch in for a free estimate" which results in you paying excessive shipping / insurance fees if you refuse the estimate. Transparency is our business.
How long does it take? For a quartz watch, the average repair time is within 2- 3 weeks. For modern mechanical chronograph watches, it usually takes around 3- 4 weeks. It would also take around 3-4 weeks to repair a vintage mechanical or chronograph watch. This would vary depending on the availability of spare parts.
Do you issue a warranty for all service and repairs? We offer 12 months warranty for modern watches and 6 month warranty for vintage watch repair. The counting commences the moment the watch is delivered to you. Learn more about our warranty here.
Do you repair fake or "replica" watches? The company does NOT service or repair replica or fake watches from any manufacturer. Our skilled watchmakers can determine whether the watch is genuine or not.
Delivering Your Watch to the Service Center
How to get my watch to the service center We have provided you with two options for servicing your watch... physically drop your watch to one of our service center locations or you may have it shipped to one of our service centers.
- Determine the service you desire for your watch
- Determine the location of the center you want to service your watch
- Print out the payment voucher (which will contain your order #) and provide to the service center
- Shipping and insurance are pre-paid on our site through UPS (Insure your watch for its full replacement value)
- You will receive a shipping kit free of charge within 3 days
- Print out the payment voucher (which will contain your order #) and provide to the service center
- Pack your watch securely in the box provided
- Attach the pre-paid mailing label, provided
- Hold on to your tracking number. You may also track your shipping in your watch portfolio account
- You will be notified via email and in your portfolio when your watch is received by our service center
Important Information:
For security reasons we ONLY ship to a physical address with Adult Signature Required.
Please refer to our purchase/shipping policy here
General FAQs
What makes you different from other service centers? We are an information technology company. We want to make your life easy. Our goal is to connect you with the most qualified service personnel and track information on your behalf so you don't have to. We also want to help you share that information with others so they know what they are getting. That's what CARFAX does for car buyers.
Why must I enter my serial number upon watch registration? Our primary goals are to protect the customer, our centers and ourselves against fraud. Serial numbers are unique to each watch and provide for additional transparency in the process for all parties.
What if my watch does not have a serial number? At the moment, we are unable to process orders for watches without serial numbers.
How do I find my serial number? Our primary goals are to protect the customer, our centers and ourselves against fraud. Serial numbers are unique to each watch and You can always call or email us here
Who uses your software? There are many centers nationwide that use our software. Look for our logo on the center's website so you know your information is being tracked.
What is the difference between a center that uses your software and a WatchFacts affiliated center? Only WatchFacts affiliated centers are allowed to provided a WatchFacts Certification
Why don't we have many WatchFacts affiliate locations? Our top priority is service quality. Because we stand by our service centers, each authorized service center must pass a very extensive test to become a service affiliate. We are growing, but quality service fulfillment and technitions are high priorities. There are very few centers in this country that meet this criteria.
What makes you different from the manufacturer service centers? Cost. Delivery convenience. Order and service history tracking.
Why are your prices better than others? We have pre-negotiated prices and do not have the overhead that most companies do. Our investment has been in technology, marketing and customer service. As a result, we can pass these savings on to you.
