Shipping, Warranty and Returns
All orders are sent via a tracked service where available. Your tracking number will be emailed to you upon dispatch of your order.
To avoid issues with delivery, we advise providing an address where someone will be present during business hours to receive your package. We are not responsible for items once they have been delivered.
Orders shipped within the USA: Orders over $300 will be shipped free, it is the buyers responsibility to choose Route shipping insurance or not. Items will be sent via USPS and should arrive within 3-5 business days.
For orders shipped within Texas a sales tax of $8.25% on both the product and shipping will be added at checkout.
Orders shipped beyond the USA: Orders over $1000 will be shipped free, it is the buyers responsibility to choose Route shipping insurance or not. Items will be shipped using USPS, who will coordinate with other courier services for delivery within your country. Your shipment should arrive within 14 business days, this does not include the time it takes your country's customs and postal services to release the shipment. The cost of shipping will be calculated at the checkout.
It is the buyers responsibility to pay their countries relevant taxes and customs fees. We will always declare the full customs value of your order when shipping internationally.
Due to U.S. laws and sanctions, as well as insurers limitations, the following countries we are unable to sell to: Afghanistan, Belarus, Burma / Myanmar, Code d’Ivoire, Congo, Cuba, Eritrea, Iran, Iraq, Lebanon, Liberia, Libya, North Korea, Russia, Somalia, Syria, The Republic of the Sudan and Venezuela. Roebuck Watch Company reserves the right to add to this list at any time.
What is Route+?
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim?
We reserve the right to cancel, refund or refuse an order if it is found to be fraudulent or untrustworthy. This includes, but is not limited to: orders made with stolen or fake credit cards, impersonation or suspicious billing or shipping addresses.
All watches purchased from Roebuck Watch Company come with a 24 month warranty, valid from the date of purchase.
Our watches are warrantied against mechanical malfunction arising from parts failure or assembly errors. The warranty does not cover "wear and tear" damage caused by normal use, abuse or neglect, including but not limited to exterior marks on case or bezel, shattered crystals, worn out straps, broken buckles, broken spring bars, and loose bracelet screws. It does not cover 'defects', these are addressed under 'Returns', see below.
The warranty does not cover incidental damage stemming from partial disassembly, to include but not limited to removing the bezel or attempting to modify your watch. It does not cover unauthorized repairs by third parties.
The warranty does not cover improper use, including but not limited to: damage to the date-change mechanism caused by improper date-setting, improper method for sizing the bracelet, or crown damage caused by cross-threading or over-tightening a screw-down crown, wearing the watch while showering, bathing or in saunas/steam rooms.
The warranty does not cover routine service or maintenance which may be required within the warranty period, including but not limited to demagnetization, or adjustments for accuracy resulting from the watch suffering an impact which affects the balance.
This warranty does not cover any attempts made to repair or modify your watch without prior consent from us. Nor does it cover damage to any coating of any such watch.
If you purchased your watch through one of our authorized distributors, and require warranty support, please contact the seller first.
Should a problem arise with your watch, please contact us first to discuss the issue.
We reserve the right to require photographs or video demonstrating the malfunction or error, and the right to do troubleshooting prior to arranging for repair.
Within USA (excluding Alaska and Hawaii)
If you live within the USA we will either provide you with a return shipping label or reimburse you for any return shipping costs incurred.
Once we receive your watch we will endeavor to have it repaired in a timely fashion and returned to you at our cost.
If you are located internationally, we may instruct you to return your watch to us via your national postal service, you must use a tracked and insured option, please insure the watch for the full retail cost and mark customs forms as a 'return for repair under warranty'. Once we have received your watch and our repairer has confirmed the fault as a valid warranty claim, we will reimburse you for the return shipping costs (a receipt for postage payment will be required).
Alternatively, we may recommend that you have a qualified local watchmaker to perform the repairs to your timepiece on our behalf, to allow for a swifter resolution of any issues and to avoid the costs and risks of international shipping. In this case, we will reimburse you for any expenses incurred. This option will only be made available after contacting us first to discuss your issue.
We may ask you to get a repair estimate before a repair is done, and may decide to have you return the watch to us in the USA for repair. We ask you to mark customs forms as a 'return for repair under warranty', and we will do the same on the return shipment.
We want you to be completely satisfied with your purchase. Once you receive your order please inspect your watch thoroughly for mechanical or visual defects*, before you remove any protective covering, wear it or discard the packaging, this being 'as-delivered condition'. If you receive your order and are not happy for any reason we will gladly accept it as a return within 30 days of delivery, providing:
- You can provide proof of purchase.
- The product is unworn and the original packaging is intact and undamaged.
*Defects - Please be aware that some of the components in our watches are assembled by hand, and manufacturing tolerances require some parts to have gaps between them in order for the parts to be fitted together, but which also allows for some slight misalignment. As such, we cannot guarantee 100% perfection in any of our watches.
To return a product, please contact us first. Products returned without first contacting us will not be accepted as returns and no refund will be issued. Once we receive your returned order and the product and packaging has been inspected and verified as being unworn and undamaged, we will issue you a refund (less original shipping paid for international orders).
If we inspect your returned order and determine that the product or packaging has been damaged, we will contact you to make arrangements to return your order to you at your cost.
- It is the buyers responsibility to pay the return shipping and insurance costs and to provide a tracking number. Please ensure the package is insured for the full retail price.
- All returns must be within 30 days of delivery.
- For international buyers please mark clearly on the package 'Returned Item', otherwise fees incurred by local accepting authorities will be taken out of any refund.
While we do not typically charge a restocking fee on most returns, we reserve the right to charge a restocking fee up to 20% in special circumstances.Customers who ignore or fail to follow return shipping instructions assume all risk for lost shipments.
Once an item is no longer in as-delivered condition, it may not be returned for either refund or replacement. Only mechanical malfunctions will be addressed under warranty, not quality issues.
In the U.S. refunds will be net of our actual shipping costs, even if shipping was not charged on the order. We do not pay return shipping costs on items returned for refund.
Refunds will also be net of any non-recoverable merchant processing and/or financing fees. Please understand that we can only refund that portion of a transaction which we actually received after fees collected by payments processors. It may be that your refund will be net of fees which Klarna, PayPal, and credit card processors will not reimburse once they are collected on a transaction, even if the transaction is later reversed in order to issue a refund.
As of October 11, 2019, refunds through PayPal will be NET of PayPal's transaction fees, which start at 2.94% per transaction in the USA, and 4.44% outside the USA. Please understand that this is PayPal's decision to keep customers' money, not ours.