Ensuring your watch arrives safely is the most critical step in the repair process. We have received watches in paper envelopes that were crushed by sorting machines, bubble mailers that were dropped and resulted in further damage and improperly taped sealed boxes that arrived empty. Don’t let that happen to you! Following these instructions will help ensure your timepiece is protected during transit and gets to us safely.
1. Stop the Movement
Before packing, pull the crown out to the furthest position (usually the time-setting position).
- Why? This engages the “hacking” lever (on most automatics), which stops the balance wheel and gear train.
- The Benefit: This prevents the watch from running during shipping. If your watch has loose internal parts or debris, keeping the gears stationary prevents those fragments from causing further damage while the box is being tossed around.
2. Secure Loose Parts
If pieces have fallen off your watch (bezel pip, crown, bracelet links, screws), place them in a small, sealed ziplock bag. Do not leave loose parts floating in the box; they may scratch your watch or even worse, get lost!
3. Box, Not Envelopes
- NEVER use a bubble mailer or padded envelope. Sorting machines will crush them, often bending the watch case or shattering the crystal. They also cannot prevent drop and throw damage, techniques that the major carriers seem to use quite often 😉
- ALWAYS use a sturdy cardboard box.
4. Wrap it Up
Wrap the watch head generously in bubble wrap. If you are sending the bracelet, ensure there is a layer of protection between the bracelet and the case back to prevent scratches. The watch should be suspended in padding within the box so it does not rattle when shaken. Do not over tape the padding, this makes it a pain to remove from the packaging and may also diminish the protection afforded by the bubble wrap.
5. Essential Documentation
To ensure your watch is processed quickly, you must include the following inside the box:
- Identification: A printout of your “Service Request” confirmation email OR your Customer ID clearly written on a piece of paper.
- Problem Description: When filling out our Start Service form, do not assume we know the issue. Describe in detail what is wrong (e.g., “Watch runs but stops after 1 hour,” or “Date wheel stuck at 15”). The more info you give our watchmakers, the faster the diagnosis.
- Return Address: Verify that the shipping address on your form is 100% correct.
6. Insurance & Tracking
- Insurance: This is at your discretion, but highly recommended for high-value replicas.
- Tracking: Keep the Customer ID we issue you handy. Once your package arrives, please use our Online Tracking System to check the status of your repair rather than emailing for updates.
Ready to ship? Double-check your bubble wrap, seal up the box, verify the shipping address and include your Customer ID in the package. This is the recipe for an issue free service experience.