Frequently Asked Questions

Frequently Asked Questions

Our Products

Do you have other models in stock that are not in-store or shown on watchit.ca?

We want to help you save TIME and are passionate about helping you find the right timepiece – just call or email us or visit one our store locations and one of our product specialists will be pleased to assist you!  If you don’t find one of the models from our brands online or in-store, we will search our network to get you that perfect product. 

Are your watches and sunglasses new?

WATCH IT! is a fully authorized retailer of each of the brands that we carry. Every item that you find on watchit.ca and at our stores is new and comes directly to us from the manufacturer. All purchases come with the original packaging, warranty, manuals and occasionally some extra goodies. Every product is inspected by our staff before it is shipped or sized to ensure your purchase is in mint condition. Scratches and dents happen though once you start wearing your new product – like a wrinkle, don’t sweat it - it’s part of its character!

Do you price match?

Yes - you deserve to make the best of your time. Our watch experts will gladly price match any other authorized Canadian retailer via our Price Protection Pledge. For more information on this pledge, or to make a claim, please click HERE.

  

Ordering Online
How do I place an order without using a credit card?

If you can’t make it into one of our stores, www.watcht.ca, is happy to accept PAYPAL or Visa Debit. Please confirm and verify your billing information before processing. We will contact you via email to confirm when your order has been processed and shipped.

What are the charges for taxes and shipping on my order?

WATCH IT! has offered FREE 2-5 business day shipping within Canada since 1999. We can also provide 1-2 day Express for those that need it just in time. For a full list of shipping options, please click here. Taxes are charged based on the receiving customer’s location. To receive a quote for your order total, we’ve made it easy for you by providing an "Estimator" function at checkout.

How are online orders checked for verification?

We take your security as seriously as we take time. Each online or phone order is verified through the card holders issuing bank for authorization before being processed. All services are completely secure and no credit card numbers are ever stored or recorded by WATCH IT! Please ensure that your billing information matches your credit card statement. You may also be contacted by one of our Customer Service Representatives as an extra measure of security.

What if I want to change my order after it is placed?

Please contact Customer Service as soon as possible during our business hours and we can make the revision to your order.  If your order has already shipped, we will be happy to have you return the item to us and ship you out a different model of your choice so you get that perfect product to measure the passing of your time. 

I think I was charged multiple times for my order?

Don’t worry – we only charge you once for your order!  Upon clicking PLACE ORDER and in record time, our systems will pre-authorize your credit card for payment. Payment is captured once we confirm and ship your product. If there is a payment error, and you continue to attempt to place the order, your card may be pre-authorized multiple times. However, a reversal request is immediately sent.  Sometimes your bank isn’t as timely as us and while usually reversed immediately, it can sometimes take up to seven days depending on your financial institution. 

I keep receiving errors when trying to place my order. What do I do?

Please ensure that your billing information matches EXACTLY to the format of your credit card statement to avoid errors. Please also double check you have sufficient funds available on your card. If you continue having errors, please try using a verified PayPal account or contact us and we will be happy to assist you to make the most of your time.

What items are considered a "Final Sale"?

Some of our brands are automatically discounted by 20-25% and are thus still available for our regular return policy. With the exception of Citizen, any item that is discounted by 30% or more is considered to be "Clearance" and is final sale - especially those with the little grey sale icons on them! We get it, math can be hard. Please contact us if you are unsure about an item's return policy!

 

Shipping

How do I ship to a different address?

As you check out, you will have the option of entering your billing information and separate shipping information. Our shipments are delivered during regular business hours; so, this is a great option for those who wish to receive their package at work.

Do you ship to PO Boxes?

All shipments destined for PO Boxes will be shipped via Canada Post. You will receive a tracking number via email two business days after your confirmation email. If you have chosen the Express Shipping option during checkout, your order will be sent via Canada Post Xpresspost.

Do you ship internationally?

Not just yet. We gladly ship to Canada and all 50 states in the US. If you are an international buyer wishing to ship outside of North America, please use a verified PayPal account as your method of payment.

I have not received my package on time. What do I do?

If the tracking of your package is delayed or is showing as "delivered" and you have not received it yet, please contact us so that we can assist you. Oftentimes, if no one is home at the time of delivery, there might be a note on your door or in your mailbox as your package was rerouted to your community mailbox or nearest pick-up outlet. So please double check with your nearest facility to see if your package is waiting there for you. 

 

Exchanges-Returns

How do I exchange or refund my online purchase?

If you change your mind about you online purchase, we provide you 30 days for a full refund or exchange on unworn & un-sized items, provided that they are not "Final Sale" (that means discounted by 30% or more). Your products may also be returned to store locations for an exchange only. Please visit our Refund and Exchange Policy section for more information.

How do I exchange my in-store purchase?

If you change your mind about your in-store purchase, we provide you 30 days to exchange unworn & un-sized items. If you do not find the perfect product that you are looking for in-store, we can special order it from the manufacturer if available or we will search our network to get you the right product. In the event that we still can’t help you find the right product, then you will receive a gift card which never expires and can be used for a future purchase to help you mark that next milestone or special occasion.  Please visit our Refund and Exchange Policy section for more information.

What if my order arrives damaged, broken, or is incorrect?

Time is the most valuable thing to us and we know it is to you. Every product is carefully inspected before it is shipped. However, in the unlikely event that this happens, please email us or call us right away (no later than 2 business days of receiving your package) to notify us. If possible, please email us photos and we will provide you with a pre-paid return label and a replacement product will be sent to you as quickly as possible. 

 

Warranty & Repairs

What if my watch requires warranty service?

All products that we sell are covered by our manufacturers warranty.  If your watch requires warranty service, please visit our Warranty Information section to find the contact information for your specific watch or sunglass brand. If you require a copy of your receipt or have any questions, please contact us and we’ll be happy to assist you. 

We also are able to help you facilitate receiving your warranty service.  If your battery dies or your watch malfunctions within the first six months of ownership, WATCH IT! will replace the battery for free or send the watch back to the manufacturer on your behalf at no charge. After 6 months, we are still more then pleased to assist and will replace your battery or provide the shipping service to receive your manufacturer warranty and standard charges will apply. 

What is covered under my item's warranty?

All WATCH IT! purchases come with full manufacturer's warranty. Each brand will vary in their warranty times and coverage. For a detailed listing, click here. Please note that most watch manufacturers only cover the internal workings of the watch under warranty. Scratches and dents happen and it means you’ve been wearing your watch well, but like your car windshield, they are not covered under warranty. Please bring your watch into the WATCH IT! location nearest you and we will be happy to review your service option with you to get your watch back into working order or replace the band or crystal so it looks like new!