Frequently Asked Questions

Total Watch Repair is a family owned and family run business, maintaining and preserving the art of watch repair for over 25 years. We are dealers for several brands such as Seiko, Citizen, Swiss Army; however we specialize in repairing and servicing a very broad range of timepieces from dozens of different manufacturers. We are Swiss Certified, which is the highest qualification a watch technician can receive in the field, “No Job is Too Big or Too Small!’. Please take a look below at some of our FAQs or Frequently Asked Questions.

Q) Is my timepiece worth the cost or repairs and/ or servicing?

A) We understand the sentimental value of the timepiece can be priceless, therefore in rare cases repairs may be equal to or exceed the monetary value of your watch. No repairs will be performed without your approval. Over the phone and physical evaluations of the timepiece are completely free! If you wish to not proceed with any service we will ship the watch back to you immediately at no additional cost. Depending upon the value of the watch as well as the desired or necessary service, a customer’s costs tend to stay under 1/3 the value of the timepiece.

Q) How is the repair service price determined?

A) The brand of your watch (ex Swiss Army, Invicta, Skagen) can assist us in giving you swift response regarding a range of prices on a number of different services. Based upon the outstanding skills of our technicians, the individualized care and attention afforded, as well as the prompt turnaround time of repair, we aim to provide a fair and competitive price.

Q) Do you carry original parts?

A) We do carry original parts, internal and external. Most manufacturers use parts which are made by an outsourced company, so a crystal for a Omega can be produced side by side with a crystal for a Hamilton! For many repairs a generic part is all that available, this option would be as similar to the original as possible at an affordable price!

Q) Can you just ship out my parts, I want to repair the watch myself?

A) We love the DIY attitude however we do not ship out parts. Any service or replacement on a timepiece is performed right here at our facility, we do all the hard work for you! We are not able to provide you with instructions on how to repair your own watch.

Q) How long will my repair take?

A) The Total Watch Repair team strives to return your timepiece back to your hands and on your wrist within 10-15 business days INCLUDING shipping. The average repair takes about 5-10 business days and shipping takes an average of 3-5 business days.

Q) How will my watch be shipped? Is it safe? Do you ship to APOs and International addresses?

A) We have found that USPS provides an efficient and speedy delivery for the best price. We ship using Priority mail which provides tracking information and insurance options nationally including APOs. We do ship internationally via FedEx. Please take a look at our shipping rates below (these can also be found on our Service Request Form)

Shipping within the USA:

  • USPS PRIORITY $8.00 USD
    • 3-5 business days average arrival once shipped
    • Insured for up to $50.00 USD
    • Tracking number provided via Email
  • USPS INSURED $15.00 USD
    • 3-5 business days average arrival once shipped
    • Insured for $500.00
    • Tracking number provided via Email
  • USPS 1000 $35.00 USD
    • 1-2 business days average arrival once shipped
    • Insured for $1000.00
    • Tracking number provided via Email

INTERNATIONAL SHIPPING $35.00 USD
  • FEDEX International Priority
    • 5-10 business days average arrival once shipped
    • No insurance
    • Tracking number provided via Email
    • Customs/ Taxes on parcel are customers responsibility

ADDITIONAL/ OPTIONAL SHIPPING CHARGES
  • INSURANCE
    • Insurance can be added to a shipment at the cost of $1.00 USD for every $100.00 USD value desired. USPS shipments cannot be insured for over $50000.00 USD.
  • SIGNATURE CONFIRMATION $2.95 USD
    • Signature confirmation can be added to a national USPS shipment for added security. The package would need a signature upon delivery.
Please be advised that any gift boxes or original boxes sent in or packaged with the watch will be discarded. Total Watch Repair is unable to ship back these original boxes therefore we are not responsible for their return.

 

Q) Can I send in multiple watches?

A) Please do! We love a challenge and by shipping in multiple watches we have the opportunity to save you money and keep our technicians on their toes! Watches can be packaged together and completed within a similar time frame for convenience.

Q) Are there any discounts on services?

A) We love our customers and we love the opportunity to work on your watches! There are many different discounts we offer via social media, for our repeat customers, and by bundling services. Like our Facebook page and leave us a review for a discount on your next service, TRUSTPILOT! Want a discount…click here:https://www.facebook.com/totalwatchrepair/reviews

Q) Is my watch covered under warranty?

A) We are not affiliated with any manufacturer in particular, therefore we do not cover the factory warranty however the majority of our internal repairs, performed by us, do come with a 1 year warranty.

Q) How do I know what size watch band I need?

A) Measure the distance between the lugs (where your watch band connects to the watch) on your watch. View step-by-step instructions

Remember that there are two sizes to consider: 

  1. Width of the watch band; and 
  2. Length of the watch band. 

An 18mm watch band refers to its width where it connects to the watch case. Length is typically referred to as shortregularlong, or extra-long. These designations identify the length of the watch band as it fits around your wrist.

Q) How do I know if the watch band I purchase will fit my watch?

A) Total Watch Repair cannot guarantee that any band will fit any particular watch. The best way to obtain the proper fit is to follow the instructions in our step-by-step guide  or email us . However, you may return any watch band which has not been worn or altered for a full refund, less shipping charges. See our return policy for more information on returning watch bands.

Q) Will you install the clasp if I order a leather watch band and deployant?

    A) Yes. To request installation, write “Install Clasp” in the "Special instructions" text box that appears at the bottom of your cart before proceeding to checkout.

    Q) WHAT IS THE BEST WAY TO FIND A WATCH STRAP ON YOUR SITE?

    A) Navigate our site by using the simple navigation bar at the top of every page . Once you have selected a category to browse, you can further narrow down your search by using the "NARROW BY" bar at the left of each catalog page. The Narrow By bar allows you to specify a tighter criteria. Say you are shopping for a black leather 20mm strap. You could select first select "20mm Straps", From there, you can select Leather from the 'Type' selection, and then after that, select Black from the 'Color' selection. If you still need help finding something specific, send us an email and we will gladly help you.

    Q) ARE YOUR STRAPS MORE NARROW AT THE BUCKLE THEN AT THE LUG?

    A) That depends on the model you have selected. Typically the strap tapers 2mm from the lug to the buckle... For example, if you are looking at a 22mm strap, the buckle size would be 20mm, On the other hand, if you are looking for a strap that has a more narrow taper or that doesn't taper at all, you can send us an email and we will provide you with options.

    Q) WHAT IS THE DIFFERENCE BETWEEN WATER PROOF AND WATER RESISTANT?

    A) Waterproof means it can be submerged in water and is meant to get wet. Water Resistant means it can only tolerate small splash and is not meant for water use.

    Q) WHAT IS A SQUEEZE END BAND?

    A) When a band is labeled 18-22mm squeeze end it means that the watchband has a spring loaded end that will compress from 18mm, 19mm, 20mm, 21mm to 22mm. A squeeze end band is very convenient because it fits many different size lugs (where the band attaches to the watch) or watches.

    Q) WHAT IS A LUG OR LUG WIDTH?

    A) Lugs are the part of the watch where the band attaches.

    Q) WHAT IS A SPRING BAR?

    A) A spring bar is a spring loaded stainless steel pin. The ends of a spring bar will compress enough so that you can install/remove the band on a watch or take a buckle on or off of a watchband.

    Q) WHAT IF I HAVE ODD SIZE LUGS LIKE 17MM AND CANT FIND A STRAP IN THAT SIZE?

    A) We always recommend going up ONE size if that band is an odd size. So I if you have a 17mm we would recommend a 18mm band. Leather shrinks over time and tends to be soft enough to compress down 1mm. Rubber and silicone bands are almost always perfect for going down 1mm. Most Metal bands can be grinded down with a dermal tool 1mm to fit. However, other straps need to be checked to see if they will fit.

    Q) HOW LONG SHOULD A BAND LAST?

    A) This is a very difficult question. A leather band that is worn every day and through the hot summer will have a life span of 1 to 1.5 years. Really depends on how much and how you wear your strap. A band that is worn often with little summer use will last 2 plus years. If it is constantly getting in touch with water or sweat it will weaken and succumb earlier. Again really depending on how often you wear the band and what you are doing while wearing it. There is no guarantee for how long a watch band will last.

    Q) WHAT IS THE DIFFERENCE BETWEEN A CURVED END , STRAIGHT END OR INTEGRATED WATCH?

    A: When you have a straight end watch it will only accept straight end bands. The curve ends will not fit. When you have a curved end watch you can put a curved end band or a straight end strap on. If your watch looks like it takes an integrated watch strap, you will need to purchase the original strap on our site, if that strap is not available or discontinued, you can contact us for other options. Please refer to the measurement section for pictures.

    Q) DO HADLEY-ROMA AND HIRSCH WATCH BANDS HAVE A WARRANTY?

    A) Both Hadley-Roma and Hirsch offer a year manufacture warranty for normal wear and tear.

    Q) HOW DO I MEASURE MY KEEPER LOOP?

    A) If your watch band is 20mm, you always have to round down 2mm. So in this case, your keeper loop would have to be 18mm.

    Q) WHAT DOES IT MEAN WHEN A WATCH BAND IS BACK-ORDERED?

    A) When a band is back-ordered the supply or production of the band, by the manufacturer, is not able to keep up with the demand for the product. The amount of time a product is on back-order can vary between a couple of days to several months. As long as an item is on backorder by the manufacturer we are unable to obtain and ship out the backordered product. If the item you ordered is on backorder, you can still place the order and it will ship to you once the band arrives, if the item was in stock and now is on backorder, you will be notified and given the option to wait for the item to arrive or to cancel your order.

      Q) CAN YOU PROVIDE ME WITH THE RIGHT WATCH BAND IF I GIVE YOU MY WATCH(ES) MODEL NUMBER?

      A) If you need assistance in finding a watch band, provide us with the case-back or model number of the watch and we can assist you in finding the correct watch band. You can also try entering the case-back or model number of your watch  using our search bar on the top of every page.

      Q) Can you install my watch band onto my watch?

      A) We are more than happy to install your watch band on to your watch FREE of charge if the band is purchased from us. Simply send us your watch so that we may install the watch band onto it. Please ensure that your watch is packed and secured properly. We are not responsible for any lost or damaged items during shipment.

      Q) What does it mean when a size shows 16/26 or 23/15?

      A) Most integrated straps will read the sizes like listed above. The smaller number references the inner part of the strap that connects and secures the watch band between the watches lugs where as the larger number references the full width (outer dimension) of the watch band.

      Q) What if I can't find what I'm looking for? (our site)

      Total Watch Repair is a fast growing company. We are consistently adding new products to our inventory. If we do not have what you are currently looking for listed, contact us and one of our representatives will be able to assist you in finding what you are looking for. Please be advised that we do not guarantee that we can obtain every watch band.

      Q) What is the difference between genuine textured leather and leather grain?

      A) Genuine textured leather like "genuine lizard or crocodile" comes from the actual animal stated whereas leather grain is calfskin leather embossed to resemble the textured leather such as snake, lizard, crocodile, etc.

      Q) I have a leather watch band. Can I get a metal one instead?

      A) Most of the time, the answer is yes, although it depends on the make/model of your watch. Luxury bracelets and other watches with integrated straps may require an exact replacement. Please read the product description carefully! If you have any questions, feel free to send us a picture of your watch along with the make/model number. We'll be able to advise you based on that information.

        Q) Are the band colors correct on your site?

        A) We try to portray strap colors as accurately as possible; however, certain variables affect the tones displayed on the site. For instance, your monitor may be set to emphasize red or green. These discrepancies may cause slight image distortion.


        WHAT IF I NEED TO CHANGE MY ORDER ADDRESSES?

        Total Watch Repair  is not responsible for the accuracy of the address(es) you enter on your order. We ask that you please review this information carefully before submitting your order. Any orders that are not deliverable as addressed may be subject to an additional shipping charge in order to re-ship the package to a corrected address.

        Billing information that is not a match to your credit card could delay or possibly be cause for cancellation of your order.

        DO I NEED TO PAY SALES TAX?

        California residents will be charged sales tax on the total of their order, including the shipping fee. Pursuant to California Dept. of Revenue regulations, the tax rate is calculated based on the county the order is being shipped to. This rate varies between 7.0%-9.0% depending on your county. Our web site will calculate and display your tax rate based on your California zip code.

        All states (and countries) outside of California are tax-exempt.

        DO YOU HAVE ANY DISCOUNT PRICING & PROMOTIONS

        Prices displayed on this website are quoted in U.S. dollars (USD). While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of the item you have ordered, we will give you the option of reconfirming your order at the correct price, or canceling it for a full refund. The chances of this occurring are slim, but mistakes do happen.

        Total Watch Repair reserves the right to update/change the pricing of any item, at any time, without explicit notice.

        From time to time, we offer promotional discounts through our email newsletter list (subscribe using the form on the bottom left of every page) and on the watch forums and web sites that we support. The details, discounts, and terms of each promotional discount may vary and will be explained in each promotional email or forum post. If you ever have questions or need assistance with promotions, please contact us.

        IMPORTANT NOTICES

          • International customers are solely responsible for any and all importation duties, taxes, or customs charges levied by their country.

          • We cannot ship your order as a "gift" or with a fake commercial value in order to avoid/reduce importation duties, taxes, or custom fees.

          • Total Watch Repair is not responsible for shipping delays caused by holidays, peak times of the year, delayed customs clearance, inclement weather, or any other "acts of God."

          • If you cannot receive shipments from USPS, or would prefer to use another carrier, please contact us and we will do our best to accommodate your needs.

          NEEDs FAQS

          Q) How do I get my watch battery replaced?

          A) If you need a new watch battery, then you're in the right place! To start the battery replacement process today, please fill out our Watch Battery Request form! Using your choice of shipping carrier, just make sure to use special packing materials to safeguard your timepiece.
          We'll contact you upon arrival of your timepiece and issue a new battery within 2 to 4 business days. Please be aware that you'll be charged for the battery as well as return shipping.

          Q) Are the replacement batteries guaranteed?

          A) Yes, all of our batteries are guaranteed for a 1 year after installation! If your new battery dies before 365 days pass, please contact a customer service representative at customerservice@totalwatchrepair.com. After authorization, you will receive credit for another free battery or you can send in your watch for another battery replacement Free of charge. Please note: we will NOT bill you if your watch isn't functioning at the time of shipment. If we're having trouble restoring your watch to working condition, we will contact you before any additional repairs are performed.
          At Total Watch Repair, we replace so many batteries that we constantly replenish our stock. The rapid turnaround rate means that our batteries don't exhaust their shelf lives at our facility. That said, watch batteries have a life expectancy of approximately 1 year. When a watch stops working in less than a year, this often indicates a circulatory issue instead of another battery problem.

          Q) How long does a battery replacement take?

          A) We complete battery replacement orders within 2 to 4 business days after the timepiece arrives at our location. If you have requested additional service be performed then it will take an additional 2-3 days for completion.

          Q) What if you replace the battery, and my watch still doesn't work?

          A) As stated above, our watch batteries are guaranteed for 1 Year. If yours stops working within that time frame, contact a customer service representative at customerservice@totalwatchrepair.com. We replace it again for FREE or issue you a credit for a new battery in the future.
          Occasionally, we attempt to replace a battery at our facility and discover an unrelated or underlying defect. We will not proceed with any further maintenance until we obtain your approval via phone or email.

          Q) Why are my batteries dying so quickly?

          A) When you initially purchase a new watch, all of the components are functioning at optimum level. Consequently, there's less draw on the battery. As the watch ages, normal wear and tear diminishes these parts. To keep the watch running, the battery overcompensates for other performance reductions. The added stress demands maximum output, which lessens the battery's lifespan.

          Q) After you replace the battery, will my watch still be water resistant?

          A) Opening up the watch case for battery replacement may compromise your watch's level of water resistance. If this feature is important to you, then we suggest paying for a water test. We will put your watch inside of a high tech pressure chamber that monitors air flow inside the watch case. We will not charge you unless your watch passes this test! In the event that your watch fails the test, it will continue running properly; however, it won't be able to withstand the elements. If your watch passes the examination, we will issue a 120 day warranty applicable to its water resistance.

          Q) How do i pay for the battery service?

          A) After your watch battery service is complete and we have made sure that your watch is working perfectly, we will send you an invoice so that you can pay by credit card or paypal.

          Q)Can you change the battery in my Seiko Kinetic or Citizen Eco-Drive?

          A) Seiko Kinetic and Citizen Eco-Drive watches do not use silver oxide or lithium batteries like other watches. They use a capacitor sometimes called a 'power cell' or 'secondary battery' to collect energy generated by the spinning weight on a Kinetic or the solar cell in an Eco-Drive. We specialize in replacing the capacitors in these watches.

          Q) Is my watch insured?

          We ship all watches back with a tracking number and delivery confirmation through the postal service. We also carry insurance which protects all watches in our possession. If you desire, you can purchase postal insurance when you mail your watch. If you wish insurance to be purchased for the return shipping, select the option on the battery service form and we can purchase the insurance and charge the additional cost to your credit card.


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