Frequently Asked Questions
CUSTOMER SERVICE
- Q: I want that watch! How do I order it?
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A: Ordering from Ashford.com is as simple as can be. Simply select the desired item, and place it in your shopping cart by clicking "Add to Cart". When you are finished shopping, click on the Shopping Cart icon or on "Checkout" and follow the instructions. Ground Shipping is free in the USA.
You can also call our order hotline 866-ASHFORD (866-274-3673) to speak to one of our watch experts and place an order over the phone.
- Q: How fast will I receive my order?
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A: Ashford.com usually ships out all watch orders received before 4:00pm Monday-Thursday and before 12:00pm on Friday's on the same day via UPS ground shipping. Ground shipping is absolutely free in the USA. To receive your watch sooner, we also offer overnight and two-day shipping.
Certain things can delay your order. Our Verification Department may take from 1-3 days to process an order, if necessary. If you have a different shipping and billing address, you may be subject to additional verification.
For more information on shipping times and pricing, please see our Shipping Information page.
- Q: Does the watch come with a warranty?
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A: Yes, all our watches are fully covered by a two-year Ashford Warranty.
Ashford.com warrants all watches to be brand new, unworn, 100% genuine and free of defects. All of our watches are originally from the manufacturers with original packaging, manuals and warranty card.
Since the manufacturer's warranty that is included in the box is not endorsed by an authorized retailer, warranty coverage is provided by Ashford.com. The limited warranty coverage is in effect for 2 years from the date of purchase on all brand name watches unless otherwise specified. The Ashford Service Center employs a team of skilled, highly qualified and experienced professional watch makers. Within the warranty period, Ashford.com will do its best to expedite repair.
The Ashford warranty covers the watch movement and battery replacement. This warranty covers defects in material and/or workmanship only. The Ashford warranty does not cover the watch case, bracelet, straps, crown/stem, crystal/glass, or finishes and polishing.
Damage arising from use that exceeds the manufacturer's specifications for water resistance is not covered. The warranty does not cover damage caused by wear and tear, and/or accidental or intentional misuse or abuse. Improper repair or warranty service performed by someone other than Ashford.com will void this warranty.
For warranty services contact Ashford Customer Support toll-free at: 866-ASHFORD (866-274-3673) or via email.
Shipping & shipping insurance costs for warranty returns to Ashford.com must be covered by the customer. All watches should be sent by prepaid insured traceable mail courier. The tracking number for your return must be emailed to us upon shipment.
All warranty returns must have a Return Merchandise Authorization Number (RMA). Please contact us prior to returning your order for the RMA#. This number must be boldly displayed on the outside of the box. A watch returned without an RMA# will be refused. In order to process your repair you must include our repair form.
- Q: Does the watch come in its original packaging?
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A: Yes, all of our watches come in the original manufacturer's packaging, complete with all official paperwork.
- Q: Does the watch come with paperwork?
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A: Yes, all Ashford.com watches come with the original manufacturer's paperwork including a manual, warranty card and a certificate of authenticity, if available.
- Q: Are the serial numbers on your watches intact?
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A: Yes, all our watches are authentic and bear original serial numbers verifying their authenticity.
- Q: Is your site secure?
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A: Yes, Ashford.com is a completely safe and secure shopping website. We use 128-bit encryption, and the latest security technologies. We are also periodically verified as a secure online shopping website through various independent compliance agencies.
- Q: What other shipping options do I have?
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A: Expedited delivery is available at an additional cost:
- UPS Ground Free (USA Only)
- UPS 2nd-Day Insured $19.95
- UPS Overnight Insured $29.95
- UPS International Priority Insured $59.95
Please contact a Service Representative via email or call 866-ASHFORD (866-274-3673). Our service team will be glad to assist you.
All orders will be shipped only after we complete our verification process. Our verification process is for your protection, and ensures that someone else is not using your credit card. Our Customer Service department may contact you if additional information is required.
Your credit card will be charged before your order is shipped. A tracking number will be made available upon shipment. Please log-in to your account to obtain your tracking information.
- Q: Can my purchase be shipped to an address besides my billing address?
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A: If you would like to ship your credit card purchase to an address other than your billing address, that address must be listed as an "alternate shipping address" with your credit card provider. (Simply call the phone number on the back of your card and request to add an alternate shipping address) This measure is for your protection and ensures that you have authorized Ashford.com to ship the item to an address other than your primary address.
- Q: Does Ashford.com ship internationally?
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A: Ashford.com ships to most international destinations via insured international priority UPS. Shipping costs are usually $59.95 to most international destinations.
Please note: We cannot be responsible for additional costs, such as customs, duties, VAT, taxes, etc. You maybe want to contact your local customs office for an estimate before ordering. Please note that we must declare the full value that you paid for your watch on the shipment.
- Q: Is my shipment insured?
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A: All shipped orders are fully insured against damage, loss and theft by Ashford.com. Shipping insurance is absolutely free.
- Q: Do I have to sign for my purchase when UPS delivers it?
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A: Yes, for your protection, a signature is required before UPS can release the package. Please make sure that an adult will be available at the expected time of delivery to accept and sign for the package. Before accepting the package, please inspect it for any sign of tampering or damage.
- Q: What do I do if my watch stops working?
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A: Simply call our customer service hotline 866-ASHFORD (866-274-3673) and speak to one of our authorized watch experts to request a replacement inspection, or contact us via e-mail.
- Q: How do I return the watch I bought from Ashford.com?
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A: We want you to be completely happy with your order. If you are unsatisfied for any reason, we will gladly accept your timely return (within 30 days) of unworn or defective merchandise for a full refund of the original purchase price, minus $9.95 for shipping & handling costs on ground orders, $19.95 for shipping charges on second day orders and $29.95 for shipping charges on overnight orders. American Express and Discover Card orders are subject to a 3% restocking fee.
Returned merchandise must include the manufacturer packaging, manuals and warranty cards (if available) along with all other paperwork. Returned merchandise must be in the same condition as when it was received. Used or worn merchandise cannot be returned unless defective.
On the front of your shipping box please note the Return Merchandize Authorization Number (RMA). If you are requesting a repair, please enclose the Repair Form inside the shipping box.
Please note: all items shipped to any address outside the United States are considered a final sale and cannot be returned.
If you would like to return a watch please contact us for the mailing address and for your Return Authorization No. (RA#).
Please refer to our return policy page.
- Q: How do I obtain a return merchandize number (RMA)?
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A: Please contact one of our Service Representatives via email or call us at 866-ASHFORD (866-274-3673). Our dedicated service team will be glad to assist you.
WATCHES
- Q: How do I know my watch is authentic?
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A: Ashford.com watches are direct from the manufacturers with original packaging, manuals, warranty cards and serial number identification. Every watch carried by Ashford.com is a 100% verified new, unworn, original and authentic watch.
- Q: How do watches work?
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A: For a watch to effectively tell time, three key components must be integrated to perfection. These three components are an energy source, a time regulating mechanism and a display. Energy sources can be electronic (battery) or mechanical (wound spring), while the time regulating mechanism (also called watch movement) is categorized into two groups: mechanical movements (which includes Automatic Movements) and quartz movements.
- Q: What is the difference between Quartz / Mechanical / Automatic movements?
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A: The following are descriptions of the three movement types:
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Quartz Watches
Watches that have quartz movements are a relatively new development in watch history. Quartz crystals have a unique property in that when they are compressed or bent, they conduct a constant voltage, or pulse, on their surface. This constant voltage can be used to power quartz watches with exact precision. Rather than a wound spring (mechanical movement), quartz watches rely on a battery for their energy. The battery sends electrical energy to the tiny quartz crystal, which in turn creates a pulse at regular, constant levels. Because the pulse (also called an impulse) is extremely constant, quartz movements ensure precision timekeeping, accurate down to hundredths of a second. To convert the impulse into a steady power that can move the watch hands at regular intervals, the impulse is simply passed through a stepping motor that converts the electrical energy of the impulse into mechanical energy that is needed to run the watch. Since the early 1970's, quartz watches have become very popular, for both manufacturer and consumers, due to the fact that quartz watches are less expensive than mechanical movement watches and can be easily manufactured in large volumes. -
Mechanical Movements
If a watch is said to have mechanical movement, this means that the watch has a device for keeping time, which uses the energy from a wound spring, and keeps time through the highly regulated release of that energy through a set of gears and an escapement. This device must be wound periodically, ensuring that the wound spring is continually loaded to power the watch. It differs from the typical quartz watch in that it uses purely mechanical components to keep time. A normal mechanical watch can run for about 40 hours on one full winding of the mainspring, and a few designs that can last up to 8 or 10 days are also available. The general design of mechanical movement watches have not changed notably in the past fifty years. But, the development of greater technology and modern materials has changed the way mechanical movement watches are manufactured. -
Automatic Movements
Watches that are powered by automatic movements operate similar to a watch with mechanical movements, except that the winding of the spring occurs automatically, every time the wearer moves his or her arm. A rotor that turns in response to motion winds the watch's mainspring, supplying the needed energy to power the watch. The obvious benefit of an automatic movement is that there is never a need to replace a battery or to wind the watch. Keeping this in mind, it is necessary to occasionally "tune up" an automatic watch to ensure timekeeping is precise.
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Quartz Watches
- Q: Are watches really waterproof?
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A: A watch marked as water resistant without a depth indication is designed to withstand accidental splashes of water only. Do not submerge such a watch. Higher levels of water resistance are indicated by increasingly higher acceptable depths, usually indicated in meters.
There are a variety of ways to make a watch water resistant. All such watches use rubber gaskets or "O" rings to seal the case back. A watch with a back that screws onto the case provides a higher degree of water resistance. Some crowns (the "winding stem") actually screw into the case to further increase water resistance.
- Q: What is the difference between a chronograph and a chronometer?
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A: A chronograph is a watch that has a stopwatch function. Typically, the top pusher will start and stop the chronograph. The bottom pusher will reset it. The chronograph generally can not reset in the running state. Special Fly back models allow the chronograph to be reset at any time.
The movement of a chronometer has passed a series of accurate time keeping tests, and is certified as a superior timekeeper. Many watch makers will put their movements through this test to illustrate their accuracy. The dial will typically have the word "Chronometer" or "Chronometre" on the dial.
To become a chronometer, the watch movement must pass 15 days of severe tests. The accuracy of the movement is checked in 5 different positions at varied temperatures. This simulates conditions under which the watch might be worn. The watch must average between +6 and -4 seconds per day in order to earn the certification.
If a watch is described simply as a "chrono", it is generally safe to assume it is a chronograph.
- Q: How long will the battery in my watch last?
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A: 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 three years, and often longer, under normal conditions.
- Q: What is a crystal?
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A: A watch crystal is a transparent cover which protects the watch dial.
- Q: What is the best way to clean my watch?
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A: The best way to clean your watch is by using a lint-free cloth and a toothpick. Use the toothpick to clean out any dirt buildup in the bracelet or casing of the watch and the cloth to wipe it clean. If it is water-resistant, give it an occasional cleaning with a mixture of warm water and a mild soap. If the strap is leather or non-metal, clean only the case.
- Q: How do I maintain my watch?
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A: Although automatic mechanical watches do not have batteries, some simple maintenance is necessary for continued and long-lasting accurate use.
Self-winding automatic watches depend on the movement of the arm to operate and do require some winding, even if you wear your watch on a daily basis.
If you wear your automatic watch every day, it is best to wind it once every two weeks to keep the wheels in motion and lubricated with oil fluid. Simply wind the crown (the same knob used to adjust the time and date) until you meet slight resistance.
If you do not wear your automatic watch every day, you should try to wind it at least twice a week to ensure continuous operation, as well as keeping the inside mechanism in complete running order.
Try to wind your mechanical watch at the same time every day. This is extremely beneficial for the mechanism.
WATER RESISTANCE
- Q: Define Water Resistance?
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A: A watch marked as water resistant without a depth indication is designed to withstand accidental splashes of water only. Do not submerge such a watch. Higher levels of water resistance are indicated by increasingly higher acceptable depths, usually indicated in meters.
There are a variety of ways to make a watch water resistant. All such watches use rubber gaskets or "O" rings to seal the case back. A watch with a back that screws onto the case provides a higher degree of water resistance. Some crowns (the "winding stem") actually screw into the case to further increase water resistance.
Usage Recommendations
The following usage recommendations are suggested by the Seiko Watch Corporation of America.- Water-resistant to 30 meters (98 feet). Will withstand splashes of water or rain but should not be worn while swimming or diving.
- Water-tested to 50 meters (164 feet). Suitable for showering or swimming in shallow water.
- Water-tested to 100 meters (328 feet). Suitable for swimming and snorkeling.
- Water-tested to 150 meters (492 feet). Suitable for snorkeling.
- Water-tested to 200 meters (656 feet). Suitable for skin diving.
- Diver's 150 meters (492 feet). Meets ISO standards and is suitable for scuba diving.
- Diver's 200 meters (656 feet). Meets ISO standards and is suitable for scuba diving.
- Q: How do I care for my Water Resistant Watch?
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Water resistance is not a permanent state and needs to be maintained. If you submerge your watch regularly in water, you should have your watch serviced yearly to verify that all the seals are intact.
It is not recommended to wear your water resistant watch in a hot shower, sauna or hot tub. The extreme heat causes the metal parts to expand at a different rate than the rubber gaskets. This creates small openings that can allow water droplets to penetrate the watch. Sudden temperature changes are especially harsh. Take care not to jump into a cold pool after wearing your watch in the hot tub.
After swimming or diving in salt water, immediately rinse the watch in a stream of fresh water. If your watch has a rotating bezel, turn the bezel several times while rinsing it. This will prevent salt buildup and corrosion of the bezel ring.
Leather straps can be made to be water resistant too. Generally however, leather straps are more easily damaged by frequent exposure to water. So if you are going to wear your watch while swimming - think of buying one with a metal bracelet or a rubber or nylon diver strap.
TECHNICAL INFORMATION
- Q: How do I update my email address?
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A: You can update your email address by logging in and selecting "My Profile". Make any changes you need to your profile, then scroll to the bottom of the page, and click "Submit" to save those changes.
- Q: I created a Wish List on my last visit to the site. Where is it now?
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A: Unless you are a registered member of Ashford.com your Wish List was not saved and cannot be accessed. If you are a registered member of Ashford.com, you can retrieve your Wish List by logging on to your account and clicking Wish List menu item at the top of any page of the website.
- Q: How can I unsubscribe from your email list?
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A: You can unsubscribe from Ashford.com email by clicking here or selecting the link at the bottom of marketing emails you receive from Ashford.com. Please note, even if you elect not to receive email, or subsequently ask to be removed from the Ashford.com email marketing list, you may still receive email confirmations for Gift Card purchases made on our website, confirmations of our receipt of questions submitted, and other operational emails.
Have a question? Contact us: 866-ASHFORD
