Ordering
Shipping Methods and Charges
What method of shipping is used?
Packages are shipped via United Parcel Service, Next Day Air. Currently, we are only able to accept online orders to shipping addresses within the United States.
What are the charges for shipping?
There is no shipping fee for online orders only with a subtotal (before tax) greater than $250.
What are standard ship times?
In-stock items should be delivered within 3-5 business days upon receiving your order.
Method of Payment
What are standard methods of payment?
Tourneau.com accepts MasterCard, Visa, American Express, Discover and Diner’s Club. Tourneau.com does not accept cash, CODs, checks, money orders, Tourneau Gift Cards or gift certificates for online purchases.
Sales Tax
Sales tax will be charged for purchases shipped to the following states:
Arizona, California, Florida, Georgia, Hawaii, Illinois, Massachusetts, Michigan, New Jersey, Nevada, New York, Pennsylvania, Texas and Virginia.
Gifts and Gift Card
Can I use my gift card for online purchases?
Although gift cards cannot be used for online purchases at this time, you may redeem your gift card at your nearest Tourneau retail location or through our Shop at Home service at (866) 597-0595.
Can I use my gift certificate for online purchases?
Although gift certificates cannot be used for online purchases at this time, you may redeem your gift certificate at your nearest Tourneau retail location or through our Shop at Home service at (866) 597-0595.
International Orders
At this time, Tourneau.com does not ship to international addresses.
Exchanges and Returns
Policy for Tourneau.com
If you are not completely satisfied with your Tourneau.com merchandise, we will gladly provide an exchange, merchandise credit or refund within 30 days of purchase, provided that the article is returned in its original, unworn condition with original box, warranty and paperwork. Kindly send Tourneau.com returns to the following address: TWI-LICR 3100 47th Avenue 5th Floor Long Island City, New York 11101 Attn: Dept INT
We recommend that you send your return via insured parcel for your protection. We apologize, but return shipping fees are not refundable. Please be sure to include your name, address, phone number and order number with your return package.
Quartz Watches
My watch has stopped running.
In most cases the battery simply needs to be replaced. Most batteries are designed to last about one year. However, some quartz watches are designed to have extended battery life and can last up to two or three years. If the battery is replaced and the watch still does not function, the quartz movement may need additional maintenance.
The second hand skips two seconds at a time.
This is a battery life indicator. These watches have electronic circuits that know when the battery voltage is getting low. The watch’s circuitry makes the second hand move forward a couple of seconds rapidly to tell the owner that it is time to replace the battery.
I use my chronograph a lot and the watch doesn’t get a year out of a battery.
When using the chronograph function frequently or leaving the chronograph running all the time on an analog chronograph (one with hands), this will drain the battery. In order to power all of the numerous hands and functions, the watch will require more battery power than basic time keeping. It is not advisable to run the stop watch function continuously. In fact, some electronic chronograph stopwatch functions will stop running automatically if left running for extended periods of time. It is best to use the chronograph function and stop the chronograph when the need for timing is over.
The second hand ticks back and forth in one spot and the watch does not run.
This indicates that the watch is functioning electronically but the mechanical side of the watch is not operating properly. This is due to a problem with the internal gearing and will most likely require the movement to be overhauled.
My watch runs fine when I don’t wear it but as soon as I put the watch on it stops.
This may be caused by a problem with the electric circuit of the quartz movement. In simple terms, when putting on a watch that has been sitting at room temperature, a watch placed on the wrist is then heated up by your body temperature. That increase in heat would cause a normal slight expansion of the watch, which could affect the contacts of the electric circuit. In this case it would be necessary for a technician to review the watch to determine if a routine maintenance would correct this problem.
My watch always stops at midnight.
The watch is likely stopping due to a problem with the calendar trip mechanism.
I’ve had the watch for a year. Should I replace the battery just to be safe?
With the innovations in today’s Quartz watches, it is generally advisable not to replace the battery until it is absolutely necessary. Opening the case of the watch presents the possibility of affecting the factory seals prematurely. When the battery is eventually changed, the case will be resealed once the battery has been replaced.
How long will a battery last?
This depends on the age of the watch and the types of functions (e.g., stopwatch, chronograph applications, alarms, second hand, etc.). Most batteries will last at least one year, and often longer, under normal conditions.
The display on my digital watch has turned black and the numbers can no longer be seen.
This usually occurs when a digital watch has received a severe shock or has been dropped. Simply, the digital display has a very thin layer of glass that is filled with a liquid that has become either contaminated or has cracked, thereby allowing air to leak in and damage the conductive fluid.
The digits in my digital display do not show complete numbers or letters.
The contacts that connect the digital display with the circuitry of the watch have either been damaged by a shock or the contact points are corroded. This prevents the section or sections that are not displaying from receiving the necessary voltage to ignite the display segment.
The alarm worked fine until the battery was changed.
Several things can cause this. The most common being that whoever changed the battery did not replace the alarm contact spring. Another possibility is that the back was either installed incorrectly or the alarm contact plate was damaged when the watch was opened.
Push buttons have a stem attached to their underside that moves in and out of a tube in the side of the watch when pushed. Inside the watch is a very weak spring that pushes the stem out when you release the button. If dirt or corrosion has built up inside the tube the spring is not strong enough to push the button back to its original position.
The hands work but the digital display doesn’t or vice a versa.
Analog/digital combination watches are really two watches built together. It is possible that one or the other will malfunction leaving one part working.
Mechanical watches
I think I dropped my watch and now it doesn’t run.
The most common problem is that the balance staff, the axle of the wheel that makes the tic-tock noise broke. The end of this axle is as fine as a human hair and can break rather easily. The balance staff needs to be replaced and the watch should be overhauled to remove the broken piece.
My watch was running fine for many years and now it is running slow and stopping.
A watch is a finely tuned mini machine. It needs to have the oils removed and changed every three to five years to maintain optimum performance. An overhaul should correct this.
When I wind my watch up, it never stops winding.
The mainspring has broken and needs to be replaced. While the watch is being disassembled, it is advisable to do a complete service and restore the oils and timing to the factory fresh condition.
It is an automatic wind watch but it stops after I take it off.
An automatic wind watch takes a certain amount of activity to wind fully. If the individual is not very active it does not build up enough power to run the watch. Another common problem is that the mainspring is not holding enough power and needs to be replaced.
My watch fogs up and I can’t see the dial.
The water-resistant seals have gone bad. The crown, crystal and back gasket should be replaced. Also, due to the moisture getting into the watch it is advisable to perform an overhaul as well.
My watch started running very fast.
Over time the oils in the timepiece migrate to the hairspring and cause it to stick. The watch should be overhauled.
The calendar changes at noon.
The hands are 12 hours out of alignment. Reset the watch.
The chronograph second hand does not set back to “0”.
Over time all mechanical chronographs need adjustment. This is a good indicator that the watch needs an overhaul. If it is a fairly new watch it still needs to be disassembled to effect the adjustment.
Miscellaneous
The little knob used to set the time won’t move (Crown is screw-down type).
Many sport and diver-style watches have crowns that screw in to provide a greater degree of water resistance. Care should be taken to make sure the crown is fully screwed down after being opened to adjust the time and date. This will ensure that the seal is tight. Accumulation of rust and dirt may also cause crowns to “stick.” Never force the crown as this can result in damage.
How long is the warranty on my watch? What is and is not covered?
Warranties differ from manufacturer to manufacturer, but generally the warranty covers only the inner workings of a watch. Mechanisms are guaranteed to be free of defects in materials and workmanship for a given period of time, usually 1 to 2 years. Crystals, crowns, cases, bezels, straps and bracelets are generally not covered, unless a Warranty Protection Plan is purchased separately. Warranties also do not cover batteries or accidental damage or abuse. Watches purchased from Tourneau have the added benefit of having the manufacturer’s warranty extended to a total of three years, and our free Lifetime Battery Replacement policy.
How often should I have gaskets replaced?
To maintain the water-resistance of your watch, it is recommended that gaskets be inspected with each battery change and replaced if necessary. They should typically be replaced every 1 to 2 years, depending on degree of usage.
How long should it run after I take it off? (Automatics)
Most automatic watch movements will continue to keep time for an approximate period of 18 hours after being removed from the wrist.
Can I take it to anyone to have the battery changed?
Watches under warranty should only be taken to an authorized service center. Allowing an unauthorized agent to open the watch may result in voiding of the warranty.
What is the trade-in value of my watch?
Trade-in values are quoted at the time of trade-in only and are dependent on several factors, among which are the age/condition of your watch and the value of the particular timepiece you wish to trade in.
Warranty
Does Tourneau offer a warranty for timepieces?
Tourneau, the world’s largest watch store, stands behind its products. Watch purchases made at Tourneau and Tourneau.com come with an extended three year warranty in addition to the manufacturer’s warranty. Tourneau will, within three years from date of purchase, repair or replace (at its option) free of charge (including all parts and labor) the movement of any watch, if it proves to be defective in material or workmanship under normal use.
What is not covered under the Tourneau warranty?
This warranty does not cover accidents, misuse, abuse or neglect, and is void if damage has been caused by opening the case or by repairs performed by someone other than a Tourneau-authorized service facility. The warranty does not cover straps, crystals, bracelets, crowns or cases. Battery replacement does not include regular water resistant maintenance. Regular maintenance is required to retain the water resistance of models with that feature.
What happens if I lose my watch?
We recommend that you insure your timepiece immediately after purchase with your insurance carrier. We apologize, but we are unable to replace lost watches.
Added Services
Does Tourneau engrave timepieces?
Customize and refine your timepiece through our engraving service. All items are machine engraved. Please note that some models are unable to be engraved due to the amount of serial information that the manufacturer has placed on the case. Kindly allow one extra week for the delivery of engraved items.
Does Tourneau authenticate timepieces?
Tourneau will provide an appraisal for trade-in purposes. Additionally, Tourneau will be happy to provide you with a letter of authentication, provided that the timepiece is accompanied by proof of purchase.
If I did not purchase my timepiece at Tourneau, can I bring it there to be serviced?
Tourneau will service all timepieces, regardless of the purchase location.
Service Center Locations
Where can I go for maintenance of my timepiece?
Each Tourneau location features a timepiece Service Center.
Where do timepiece repairs take place?
Highly skilled Tourneau watchmakers service most timepieces in the United States. On occasion, a timepiece may be sent directly to the manufacturer in Switzerland. Additionally, merchandise covered by manufacturer warranty will be sent directly to the manufacturer for maintenance.
Why should I go to an authorized service center?
Tourneau is the largest factory authorized independent service center in the United States and is authorized to repair every watch we sell. Our watchmakers guarantee the use of authentic parts to maintain the integrity of your timepiece.
