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Shipping, Returns, Warranty, Pre-Order Policies & FAQs

Quik Links: RETURNS - WARRANTY - PRE-ORDER POLICIES - OTHER FAQs

SHIPPING

Janis Trading Company uses a 3rd party off-site fulfillment center to ship all parcels. As such, we cannot accommodate special handling requests, such as marking shipments as gifts, or requests for specific serial numbers.

Orders of in-stock items will generally ship within 24 hours or the next business day. All shipments are sent with tracking and insurance. For pre-ordered items, please see the estimated delivery date on the product page.

You will receive a shipping confirmation email as soon as tracking information becomes available, which may be as much as 24 hours after your order ships.

Orders shipped within the USA, US territories and APO's are shipped with either USPS or FedEx Home delivery, and should arrive within 2-5 business days

For shipments outside the USA*, your order will be shipped using the US Postal Service Priority Mail International service, who will coordinate with another courier for delivery within your country. Your shipment should arrive within 7 to 10 business days, not including the time it takes your country's customs and postal services to release the shipment

Delivery delays and interruptions in shipment tracking may occur once a shipment leaves the USA. We ask you to allow up to one week for customs clearance before contacting us to inquire about your order.

We reserve the right to refund, rather than replace orders lost in shipping, based on circumstances.

Shipping costs will be calculated at checkout. Our shipping rates as of 1 January 2017 are as follows:

All orders over $800, as well as many in-stock watches will ship free - look for "Free Shipping" on the product page.

USA: $10-$15, depending on order total up to $800.

Canada*: USD $25 for orders up to $800.

All other countries*: USD $35 to $50, for orders up to $800, depending on order total and country of delivery.

*Orders shipped outside the USA may incur customs duties or taxes prior to or upon delivery, and will vary by country. Please be aware that as of September 2016, shipments to customers outside the USA have been taking longer to clear customs in the destination countries. We ask all our customers to remain patient, as this is completely out of our control, and we have no way of getting information from your country's customs officials.

 

RETURNS

Please inspect your watch or accessories thoroughly for mechanical or visual defects* upon delivery, before you remove any protective covers, wear it or discard the packaging materials. This applies to bracelets, straps, and any other accessories as well - removing protective material or wearing an item may prevent us from accepting a return. 

*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 misalignments. As such, we cannot guarantee 100% perfection in any watch, or that every piece of any model will be 100% the same as all the others.

*QC- Every watch goes through multiple rounds of quality control (QC), including timekeeping testing and a full functions check, but our QC standards allow for a small range of acceptable variations, which we cannot avoid, and are not considered defects, due to these manufacturing tolerances and hand assembly of some components.

If you are dissatisfied with your purchase for any reason, use the contact page on our website within thirty (30) days of delivery to arrange for a refund, or a replacement/repair, if your watch has a defect.

Before arranging a return for defect, we will ask for photographs or video showing the defect, and/or require customers to do some limited troubleshooting in the case of any possible mechanical malfunctions. If you are outside the USA, we reserve the right to reimburse you for documented repair work done locally, in order to avoid prohibitive international shipping costs.

Do not send any item back without contacting Janis Trading and receiving return instructions firstWatches or accessories returned for a refund or exchange must be unworn, and in the original packaging

Returns of worn merchandise, or returns after 30 days will be accepted on a case-by-case basis. All refunds will be net of our actual shipping & handling costs, and paid upon receipt and inspection of returned goods. Any refunds 60 or more days after purchase will incur a 10% restocking fee, and be net of our actual shipping costs. Returned merchandise not in as-delivered condition will be subject to a restocking fee up to 20%.



WARRANTY

Unless otherwise noted, your watch is covered under a transferable, two year International warranty against defect of assembly or malfunction not due to any undue abuse (one year only on Riccardo).

Transferability - We do not have a warranty transfer process. We rely on our shipping records to determine warranty expiration dates. If you buy one of our watches used, and need to make a warranty claim, or know when your warranty expires, please include the name of the original purchaser when you submit your support request.

If you purchased your watch through another website, please contact the seller first, prior to contacting us for warranty service, as our resellers may provide their own warranty support.

If you believe your watch is defective or malfunctioning, use the contact page of our website to arrange for a return or repair. Most minor repairs can be turned around fairly quickly, typically within two or three weeks, at most If you are outside the USA, we reserve the right to reimburse you for documented repair costs of work done locally, in order to avoid prohibitive international shipping costs.

Your watch should not require service or repair while under warranty. Any disassembly of your watch may void the warranty. 

If your watch requires repair after the warranty is expired, please contact a local watchmaker. In the US, certified watchmakers can be found by searching the websites of the AWCI or the NAWCC.

 

PRE-ORDER POLICIES

Please see "Expected in-stock date" on individual product pages. These are the dates we are targeting to have a product in stock and begin shipping. Pre-ordering will end shortly before these dates.

All in-stock dates are estimates. We cannot guarantee delivery dates during pre-order. Production and shipping delays can and do happen. As targeted delivery dates approach, we will update customers about our progress and any delays.

During pre-order, prices will be raised based on the number of orders we receive, and as we near the end of production. As such, we do not advise waiting until the last minute to pre-order. 

Any and all discounts available will be applied at checkout. Coupon codes will NOT affect automatic discounts, but only one code can be applied per order.

Because we base our production numbers on pre-orders, pre-orders can NOT be changed. If you change your mind about your pre-order, your original order must first be canceled, then a new pre-order placed at the then-current price.

Pre-orders can be canceled by submitting a request using our contact page. Any order canceled after 60 days may incur a small fee, as our merchant processing partners will not allow for refunds of their fees beyond a certain time. 

We reserve the right to charge a $50 service fee for requested changes to any pre-orders, to include combining orders or canceling orders.

 

FAQs 

See below for answers to the questions we get most about:

Future Production Plans

Future Sales

Sold Out/Discontinued Models (Riccardo, Commander 300)

Requests for Specific Serial Numbers

Requests for Customizations (different straps, hands, bezels, or finishes)

Requests for replacement parts

Customer & Press Reviews

Where/How Our Watches Are Made

Problems at checkout

Discounts

None of the above answers my question

 

Do you plan to make any more Riccardos? What about another chronograph using a different movement, such as quartz? What can you tell me about other models you may be producing?

The Riccardo has been discontinued. We won't be making more. We will announce future models periodically through our newsletter, which you can subscribe to by creating a customer account.

 

When will your next sale be?

We will sometimes have sales, but we try to encourage people to take advantage of the lower prices during pre-orders, and to use the coupon codes generated by our loyalty rewards program, rather than frequently discount our in-stock models. We do not publicly announce any sales we might have in advance. Instead we announce it when the sale starts. 

 

Do you ever get more stock of sold-out items (like the Riccardo or Commander 300)? When? How do I find out about it when you do?

Sometimes, but very rarely. When we add inventory, we'll announce it in our newsletter, which you can subscribe to by creating a customer account on our website.

The Riccardo is sold out, and discontinued. We will not have any more for sale.

The Commander 300 is a limited edition project watch, is also sold out, and we will not be making more.

 

Can I request a specific serial number for my watch?

We no longer accept customer requests for specific serial numbers. Please see shipping information at the top of this page for all other special handling requests.

 

Can I get one of your watches with a different finish, dial, bezel, hands, bracelet or strap?

Unless otherwise stated, all watches will come delivered as you see them on our website. We do not customize our watches, or facilitate in their being customized.

 

Can I buy replacement parts for the watches you sell?

We do not sell replacement parts on demand, but will sell them to customers as needed, upon receiving photos of damaged parts in need of replacement.

 

Do you have any independent reviews?

Customers' product reviews can be found on each product page. Blog reviews can be found on our Press Page. If you are a blogger or member of the press and would like to review one of our watches, please submit your request through our contact page. Bloggers outside the USA - please understand that due to shipping costs, as well as customs delays & expenses, we are temporarily (as of November 2016) suspending reviews by non-US bloggers.

 

Who makes the components used in your watches, and where are they made? Are they "off the shelf" pieces? 

We use movements made by major manufacturers. Each model's product page lists detailed information about the movement's manufacturer and calibre.

All our  components are of the highest quality. Aside from the movements, all components are made to order and according to our specifications. 

We do not share our vendor list. Questions regarding proprietary information submitted through our contact form may not receive a response.

 

I had trouble at checkout, and now it looks like I was charged more than once.

Whenever a customer has a problem checking out, 99.99% of the time it is due to entering the billing address or some other information differently than how it is in the issuing bank’s records. If you have trouble at checkout, please be sure to check your credit card billing statement and key-in your address exactly as it is on your statement, or use PayPal.

It’s not uncommon to see ‘phantom’ charges when a card is declined - a record of attempted charges which didn’t go through, but for whatever reason, they appear to have been completed on bank/card records for a few days before the issuing bank clears them from the record. 

We recommend calling the card issuer. Sometimes customer support can have phantom charges cleared sooner. We have never charged anyone for a transaction which was not completed, or charged anyone more than once for a single transaction. 

 

Can I get a discount?

Yes. All new models will be significantly discounted from final, in-stock prices during pre-orders. Pre-order prices will go-up as we near our delivery date, when we will mark the new models to full price.

If you place a large order, our website will automatically apply large order discounts at checkout. Currently, any order over USD $800 will ship free to anywhere in the world, and any order over USD $1,000 will receive an additional 5% off.

Any order which includes an Acionna, Cerberus or Spectre will also ship free.

We also have a loyalty rewards program. Every purchase on our site earns rewards points, which can be redeemed for coupon codes good for up to $100 off. 

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