FREQUENT QUESTIONS
Most, if not all, answers related to our products, order processing, returns, and warranty policies can be found on this page. If you require further assistance, please contact our Customer Support team at [email protected]. Our team will respond to your inquiry within 1-2 business days.
PAYMENT & PRICING
Can you refund an order to a different credit card or PayPal account?
Refunds can only be processed back to the original credit card or PayPal account used to place the order.
Do you offer wholesale pricing?
Yes, we offer wholesale pricing to retailers and distributors interested in carrying our products. Please email us at [email protected] , and one of our representatives will get in touch with you as soon as possible.
Is my information kept private?
Your personal information is kept private and confidential, and we comply with applicable data protection laws, including the General Data Protection Regulation (GDPR) for European customers and relevant Chinese regulations.
What modes of payment do you accept?
We accept secure payments via Credit Cards, Debit Cards, and PayPal for both local and international customers.
Do you offer installment/payment plan options?
Currently, we do not offer installment payment options. However, you may contact your bank to see if they offer financing options for your purchase. Some banks provide this service, and you may be able to arrange installments through them.
Is your website payment page secure?
Absolutely! Our website complies with PCI-DSS standards to ensure a secure shopping experience, with all payment information fully encrypted.
How long does it take to refund canceled/returned orders?
Once your return is received by our warehouse and complies with our returns policy, we will process your refund using the original payment method.
Please note that refunds may take 5-7 business days to be processed once received. After the refund is issued, it may take up to 3 business days for the funds to be reflected in your credit card or PayPal account.
SHIPPING INQUIRIES
How long does it take to process and ship my order?
All orders placed on our website are processed and shipped within 3 business days (excluding weekends and holidays). If you place your order over the weekend or on a holiday, it will be processed on the next business day.
Once your order is processed, you will receive a notification with the tracking number, allowing you to track your shipment. Delivery typically takes between 5-10 business days from the shipping date.
Delivery times may vary due to factors beyond the control of the courier, such as customs clearance, severe weather conditions, government lockdowns, or movement restrictions.
How can I track my order?
You will receive an email with tracking details once your shipment has been dispatched. Please note that tracking information for international shipments may be updated less frequently due to customs processing.
Do you ship to PO Box, APO, or FPO addresses?
We do not ship to APO/FPO or PO Box addresses. A valid physical address is required for processing your order.
We also do not ship to ships, fairs, trade shows, exhibitions, hotels, campsites, transitory addresses, building sites, or mobile sites.
For deliveries to mail forwarding companies, please note that we are not responsible for any mishandling of shipments by these establishments. The recipient must ensure that the address provided includes a valid name and monitor the shipment. We will not replace any lost shipments due to incomplete address details.
My order has been shipped, but I want to change the delivery address.
If you need to update your delivery address, please contact us immediately at [email protected].
Once your order has been processed and shipped, we are unable to make any changes to the delivery address.
What if I missed the delivery?
If no one is present at your specified address during delivery, the courier will typically leave a contact card with instructions on how to request redelivery or where to collect your package from a nearby hub.
If you did not receive a card or note, contact the courier directly using their hotline and provide the tracking number from the email we sent you. They will assist with arranging redelivery.
What if my delivery is delayed?
Our partner couriers aim to deliver all orders within 7-10 business days (excluding weekends and public holidays). However, sometimes deliveries may take longer.
Possible causes of delayed deliveries include:
- Additional time required for local customs processing.
- Awaiting payment of duties, taxes, or VAT before delivery.
- Incorrect or incomplete address provided during checkout.
- Inclement weather or other local conditions disrupting transport routes.
What happens if my shipment is lost in transit?
All shipments from our warehouse are insured against loss and theft. If a parcel is lost, we will contact the courier. If the courier confirms that the package is lost or stolen, we will offer a replacement or a refund.
Do I have to pay VAT or taxes on my shipment?
The shipping rates on our website do not include local taxes, VAT, import duties, or other clearance costs.
- For shipments to the US, orders below $800 are not taxed; those above may incur customs taxes not covered by our free shipping.
- For all other countries, we typically use carriers that manage import and export customs clearance. In most cases, you won’t need to pay additional fees upon receipt. However, we can’t guarantee that customs won’t impose taxes or duties. Any additional charges are the customer’s responsibility.
Where do you ship from?
All orders are shipped from our warehouse in Shenzhen.
Orders typically arrive within 7-10 business days (excluding weekends and public holidays).
Delivery times may vary due to factors beyond the control of the courier, such as customs clearance, severe weather conditions, government lockdowns, or movement restrictions.
ORDER INQUIRIES
I want to order products in bulk.
If you are planning to order more than 100 pcs, please contact us at sales@popwrist.com.
How long does it take to process and ship my order?
All orders placed on our website are processed and shipped within 3 business days (excluding weekends and holidays). Orders placed during weekends or holidays will be processed on the next business day.
Once your order is processed, you will receive a notification with the tracking number, allowing you to track your shipment. Delivery typically takes between 7-10 business days from the shipping date.
Delivery times may vary due to factors beyond the control of the courier, such as customs clearance, severe weather conditions, government lockdowns, or movement restrictions.
Important Note:
Emails or notifications containing tracking details may occasionally be filtered into your junk mail folder. Please check both your inbox and junk mail folder if you do not see your shipment details. If you have not received tracking information within 3 business days of placing your order, please contact our Customer Support Team at [email protected], and we will resend the details.
Order confirmation email not received.
Once an order is successfully placed, an automated confirmation email is sent to the address provided. This email is usually sent within 10-30 minutes of placing the order.
However, our emails may sometimes be filtered into your junk mail folder. Please check both your inbox and junk mail folder. If you do not receive the confirmation email, contact our Customer Support Team at [email protected] with the following details:
- Full Name
- Email Address used for the order
- Item Ordered
Our Customer Support Team will respond within 1-2 business days to locate your order and provide further details, including resending your order confirmation.
I’ve changed my mind, but my order has already been shipped. What should I do?
Once an order has been shipped, it cannot be canceled or rerouted. You will need to return the item according to our Refund Policy.
Please contact our Customer Support Team at [email protected] once you receive the watch so we can assist you with the return process.
RETURNS, EXCHANGES & REPLACEMENTS
There’s something wrong with the product I just received.
Before shipping, all products undergo final quality checks to ensure they are in pristine and fully operational condition.
If you receive a defective product, please contact our Customer Support Team at [email protected] and provide the following information:
- Order Number / Email Address used to place the order
- A brief description of the issue
- A photo or a short video (up to 50 MB) showing the problem (please provide a video for movement-related issues)
Our team will investigate the issue and respond within 1-2 business days to assist you.
I received a quartz watch or smartwatch with a dead battery. What should I do?
We apologize for the inconvenience. All products, including quartz watches and smartwatches, are thoroughly tested before shipping, and batteries are checked to ensure they are functional. While watch batteries typically last over two years, early failures can occur.
For a quartz watch, we recommend taking it to a local jeweler or watchmaker for battery replacement. For smartwatches, please consult the manufacturer’s guidelines, as battery replacement may vary by model and some smartwatches may require specific tools or expertise.
Once the battery has been replaced, please contact our Customer Support Team at [email protected] with the receipt for the battery replacement. We will gladly reimburse the cost, ensuring you have a hassle-free experience.
Additionally, if you encounter any issues with your smartwatch’s performance after a battery change, please let us know, as it may require further assistance or troubleshooting.
I want to exchange my product for a different model.
Unfortunately, we do not offer exchanges for different models. If you need to return your product, please follow our return policy. If you haven’t received your order confirmation email, please check your junk mail folder or contact us at [email protected] with the following information:
- Full Name
- Email Address used for the order
- Item Ordered
Our Customer Support Team will respond within 1-2 business days to assist you.
I received an incomplete order.
If you receive an incomplete shipment, please contact our Customer Support Team immediately at [email protected] with the following details:
- Order Number / Email Address used to place the order
- An image of the package and its contents
We will investigate and respond within 1-2 business days.
Have you received my returned product?
Once we receive your returned package, it will be processed and inspected. This may take 5-7 business days. We appreciate your patience during this time.
I received the wrong order.
If you receive an incorrect order, please contact our Customer Support Team at [email protected] with the following information:
- Order Number / Email Address used to place the order
- Image of the product received
- Image of the product tag showing the model
We will respond within 1-2 business days and arrange a swift resolution or replacement.
I received my watch as a gift. Can I return it for a refund or exchange?
We do not offer exchanges. If the watch was purchased directly from us, it can be returned within 14 days of purchase for a full refund, provided it meets our Refund Policy conditions.
Refunds will be issued to the original payment method used to place the order. For watches purchased from other retailers, returns must be handled according to their return policy.
I want to return my order.
You can return your purchase within 30 days of receiving it if you are not satisfied. Please ensure the following conditions are met:
- The product is unused and unworn.
- The product is in its original, resalable condition with any tamper-evident labels attached.
- The product is in its original packaging.
- For adjusted stainless steel straps, any removed links should be reinserted in their original position.
If these conditions are met, please contact our Customer Support Team at [email protected] for return instructions.
Important Notes:
- Only items purchased directly from our website can be returned: Only products bought on our website are eligible for return. Items purchased from other retailers must be returned according to their respective return policies.
- Right to Refuse Returns: We reserve the right to refuse returns that do not meet our conditions.
- Return Shipping Costs: The customer is responsible for the return shipping costs.
We are committed to providing you with a quality shopping experience. If you have any questions or need further assistance, please feel free to contact us.
WARRANTY & REPAIRS
1-Year Manufacturer Warranty Policy for Watches
All timepieces purchased directly from us or from any of our authorized resellers, retailers, or partners are covered by a 12-month warranty against manufacturing defects from the date of purchase (the “Warranty Period”), subject to the following conditions:
EXCLUSIONS AND LIMITATIONS
The International Guarantee does not cover:
- Defects or damage resulting from misuse, negligence, or accidents.
- Battery, case, crystal, strap, or bracelet.
- Defects or damage caused by improper use, alterations, tampering, dismantling, or unauthorized modifications or repairs.
- Water damage unless the watch is explicitly marked as water-resistant.
If your watch is returned within the Warranty Period and a defect is identified by our technical services as a result of a manufacturing issue, it will be repaired or replaced free of charge at our discretion. After the Warranty Period expires, any services or repairs will incur a service charge.
You are responsible for transportation costs, including postage, insurance, and packing materials. We recommend using certified delivery and insurance for any shipments sent to us or our authorized service centers.
Do you offer any type of warranty for your jewelry?
Yes. We offer a warranty on all of the jewelry purchased from our website, within 60 days, or 2 months, of purchase. The jewelry must be purchased directly from this website, and will not be eligible for warranty if purchased through a third-party site.
How can I get my watch repaired?
If you experience issues with your watch and need warranty service, please email our Service Request team at [email protected].
Our Customer Support Team will provide detailed instructions on how to send your watch to our Authorized Service Center for a thorough inspection. We aim to respond within 1-2 business days of receiving your request.
Why can’t I get a quote before sending my watch in?
Watches contain intricate components, making it difficult to diagnose issues based solely on descriptions. For instance:
- If a watch is running slow or fast, the problem could be related to the movement or external factors like magnetization.
- Physical damage, such as shattered glass, may affect internal components that are not immediately visible.
Our authorized service centers are equipped with the necessary expertise and tools to perform a comprehensive diagnostic check to identify all potential issues. A thorough assessment is required to determine the appropriate repairs.
To begin the process, please contact our Customer Support Team at [email protected]. We will provide you with instructions on how to send your watch to the nearest service center for evaluation.
How long does repair normally take?
Watch repairs typically take 2-4 weeks for inspection and repair. This timeframe ensures that your watch is thoroughly repaired and tested to ensure it is in proper working condition before being returned to you.
PRODUCT CARE & MAINTENANCE
How should I care for my jewelry and accessories?
To maintain the beauty of your rings, bracelets, and other wearable accessories, consider the following tips:
- Avoid Harsh Chemicals: Keep your jewelry away from perfumes, lotions, and cleaning products, as these can damage the finish and materials.
- Limit Exposure to Water: Although some jewelry may be water-resistant, prolonged exposure to water can cause discoloration and damage. Remove jewelry before swimming or showering.
- Storage: Store your jewelry in a cool, dry place, preferably in individual pouches or a jewelry box to prevent scratches and tangling.
- Cleaning: For regular cleaning, use a soft, lint-free cloth to gently wipe down your jewelry after wearing. For deeper cleaning, use a mild soap solution and a soft brush, ensuring all soap is rinsed off and the pieces are dried thoroughly.
How can I maintain my watch’s movement in the best possible condition?
To ensure the longevity of your watch, avoid exposing it to shocks or impacts. Although our watches are tested for impact resistance, violent shocks can still damage the appearance and cause premature wear on materials and components, affecting performance.
Additionally, keep your watch away from strong magnetic fields. Avoid placing it near devices like speakers, refrigerators, mobile phones, or magnets, as these can interfere with its accuracy. A magnetized movement may cause your watch to run erratically fast or slow.
Do you sell replacement straps?
Yes, we offer replacement straps. You can view our selection of strap products on our website to find one that matches your watch. If you are unable to find a compatible strap, please contact our Customer Support Team at [email protected] for assistance. We will do our best to help you find the right strap for your needs.
How can I charge the lume on my watch?
To charge the lume on your watch, expose it to a light source, preferably one with UV rays. This will ‘charge’ the lume, making it glow in the dark.
How should I care for my leather straps?
Leather is a porous material, so avoid contact with oily substances, solvents, detergents, or cosmetics. Limit exposure to water, even if the strap is water-resistant, to prevent discoloration and premature aging.
To clean your leather strap, follow these steps:
- Remove the strap from your watch and gently wipe both sides with a dry microfiber cloth to remove any trapped dirt.
- Lightly dampen a microfiber cloth with water (do not soak) and apply a small amount of mild hand soap or saddle soap (about the size of half a dime). Use tapping motions and gentle circular wipes to clean the leather, avoiding aggressive rubbing.
- Wipe the leather with a second damp microfiber cloth, avoiding excessive water, which could damage the leather.
- Allow the strap to air dry completely before reattaching it. Optionally, treat the leather with a leather conditioner to keep it soft and supple and to maintain its luster.
Where can I find the instruction manual for my watch?
An instruction manual is typically included in the product packaging. You can also view product instructions on our website under the product description section. If you are unable to find the manual for your specific watch, please email our Customer Support Team at [email protected]. We will assist you in obtaining the necessary information.
