Reshipment Policy
This page explains the conditions, timeframe, proof requirements, cost responsibilities, and process for requesting a reshipment. The policy applies to watch orders shipped within the United States market.
For general policies related to orders and delivery, please see our Shipping Policy.
Eligibility for Reshipment
A reshipment may be arranged when the situation meets one of the following verified conditions:
Quality Issues (Verified by Our Team)
A reshipment may be approved if a product quality problem is confirmed after review.
Incorrect Item Sent
A replacement may be issued if the received item does not match the ordered model, specification, or configuration.
Dead on Arrival (DOA)
A product that does not function upon arrival may qualify for reshipment.
The issue must be reported within 48 hours of delivery.
Lost Package
If the carrier tracking shows long-term inactivity or confirms the package as lost, a reshipment may be arranged.
Customs Clearance Failure
Reshipment may be considered if customs clearance fails for reasons not caused by the customer.
Customs Seizure
If a package is seized by customs and cannot be delivered for reasons not caused by the customer, reshipment may be considered.
Empty Package
If a package arrives empty, a complete unedited unboxing video must be provided as proof.
Other Verified Situations
Reshipment may also be considered if the issue cannot be resolved through replacement or refund after verification.
Application Timeframe
Requests must be submitted within the following time limits:
DOA or empty package: report within 48 hours of delivery.
Logistics abnormalities: submit the request as soon as possible.
Early submission helps speed up the verification process.
Proof Requirements
Supporting evidence is required to review reshipment requests.
Quality issues: clear photos of the product.
Shipping problems: screenshots or description of the tracking status.
Empty package or missing items: a complete and unedited unboxing video.
Incomplete evidence may delay the review.
Shipping Responsibility
Shipping costs are handled according to the cause of the issue.
Seller Responsibility
If the issue is confirmed to be our responsibility, all reshipment costs will be covered by us.
Incorrect Address Provided by Customer
If the shipping address was entered incorrectly, additional shipping costs may apply.
Incomplete Customer Information
If reshipment is delayed due to missing information or lack of cooperation, shipping costs may require further discussion.
Reshipment Process
The standard reshipment process follows these steps:
Customer submits a reshipment request.
Customer support reviews the request.
The replacement item is prepared and shipped (usually within 1–3 days).
A new tracking number is issued via email.
Final delivery time depends on the carrier.
For delivery timelines and carrier details, please refer to our Delivery Information page.
