Return/Exchange Policy :

Return/Exchange up to 60 Days from the Invoice Date!  Full Refund Offer!  NO Restocking Fees!

(Restrictions: see NOTES and RESTRICTIONS section)

• Return Merchandise Authorization (RMA):  All returns must first be approved with a Return Merchandise Authorization.  Please click here to submit a Return Merchandise Authorization request.  The return address will be provided with the RMA. 

• FULL REFUND OFFER & NO RESTOCKING FEES!

• Original Good Condition, Packaging and Documentation:  Used items are not returnable.  Do not use the item if you wish to return.  Items showing any sign of having been used, having any scratches or any marks cannot be returned for refund or exchange.  All items must be returned in their original condition, including all original material, packaging, documentation etc. or refund or exchange will not be accepted. 

• Shipping Charges:  Customers are responsible for the RETURN shipping charges.  All express outbound shipping fees including, but not limited to, next day air, 2nd day air, 3rd air, and priority mail, are non-refundable .

• Return Shipping Damage:  It is the customer's responsibility to insure all return shipping packages.  We are not responsible for items damaged during return shipping and will not be accepted for return/exchange.  Customer is responsible for filing claim and seeking refund from the shipping carrier for items damaged during return shipping.

  For items returned using our return label:  Please pack the item in the original packaging and with sufficient packaging.  We will not be responsible for damages that occur in transit if it is determined by our shipping department or the shipping carrier that improper or insufficient packaging was used to pack the item - A refund or exchange will not be processed.

• Free Items/Promotions:  Sometimes, we offer free items or promotions with some of our products.  The cost of free items or services received as part of a special promotion at the time of sale will also deducted from the refund.

• Repaired Items:  If the item has been repaired or serviced by any authorized or unauthorized service centers, the item is not returnable or refundable.

NOTES and RESTRICTIONS:

• Watch, Pocket Watch, and Watch Accessories:

  All watches will be inspected to ensure they have not been used.  Items with protective lens coverings that have been removed cannot be returned for refund or exchange.  Items showing any sign of wear, having been worn or used, having any scratches or any marks cannot be returned for refund or exchange.  Any strap and/or bracelet adjustments cannot be returned for refund or exchange.  If the item has been engraved, the item is not returnable or refundable.  We reserve the right in making the determination if a returned item is eligible for return or exchange.  If a returned item is deemed not returnable, the item will be shipped back to the customer and associated shipping cost will be charged to the customer.

   

• Large Items Shipped via Freight Trucking Company, Custom Made Order, Special Order, Unique Item and Others: 

  These items must be returned in unused condition.  Furniture or large items - These items are shipped via Freight or with Large package surcharge that are charged by the shipping carrier.  A refund will be issued less all shipping & handling fees associated with this return. If you return one of our products with our free shipping, the outbound shipping costs will be deducted from your refund or exchange as well. All items must be returned in their original condition, including all original material, packaging, documentation etc.  If the grandfather clock or floor clock has been setup, it will be considered a used item and will not be returnable.  Custom made/special order/unique items are not returnable.

   

• Refused Shipments or Return without RMA#:  Refused Shipments - If you refused your order shipment, we regret to inform that we will issue a refund less a 25% handling fee based on invoice total and less all outbound and inbound shipping charges.  Return without RMA# - No return merchandise will be refunded at any location other than the return address provided with the RMA, or a refund will be issued less a 25% handling fee based on invoice total if your item(s) is received in good condition for a refund. 

• If you think that your merchandise does not work properly, any defects in workmanship or material, damaged or lost in transit, please refer to  Item Not Working Properly, Damage Item Received, Item Lost In Transit.

• Invoice date: Before 12/21/09 - Return/Exchange by 1/31/2010

Please click here to Submit the Return or Exchange Request.  An RMA# will be emailed to you within 5 to 10 business days once a return or exchange request has been received. 

Sales Tax:

NO Sales Tax for ALL STATES - Big Savings! *

For California: We pay your sales tax today so the sales tax is included in our online sale price.

*This offer does not apply for Howard Miller, Ridgeway, or some other brands - CA sales tax will be added to the order for Howard Miller, Ridgeway when or after order is submitted.

Order Cancellation:

Due to our commitment to process orders quickly, once the checkout process is complete, we immediately submitted your order to our order processing team; We cannot cancel any orders once the order is received.  If you would like to return your item, please refer to our return policy.  However, if an item is on back order, your order can be cancelled according to our Back Order Policy below. 

Order cancellation may be subject to an order cancellation fees 10% of the invoice total.

Change Order:

Due to our commitment to process orders quickly, once the checkout process is complete, we immediately submitted your order to our order processing team; We cannot change any orders once the order is received.  However, you can click here to submit request within one hour after the order was placed or call us at 805-624-6197 (please do not leave a message) and we will attempt to change your order for you.  We do not guarantee that your order can be changed.  If your order has been processed or shipped, we will be unable to change or cancel the order. 

Back Order:

Our goal is to provide the most pleasant shopping experience.  However, due to high daily sales volumes, some "in stock" items might be sold out at the time we receive your order. You will be notified promptly via email of the back order and expected time of shipping. 

If you'd like to cancel your back order, please click here to submit request within 72 hours from your invoice date.  We are unable to cancel any back orders via phone.  However, if your back order has been processed or shipped, we will be unable to cancel your order.

Privacy Policy

We do NOT share our customer information with any 3rd parties beyond what is required for a normal order transaction.

Free Ground Shipping & Shipping Info:

FREE GROUND SHIPPING for shipping in the U.S. Contiguous 48 States For All Products!

Free Ground Shipping Offer not valid for Hawaii, Alaska, Puerto Rico, Virgin Islands or Canada.  Shipping for these states and territories will be charged appropriately at time of checkout.

We do not ship Seiko products and most products to outside of the U.S.  For international orders, customer is responsible for all import duties due to your government. 

We are unable to change ship to address or any shipping information after orders have been processed.  Customers can attempt to call shipping carrier to change to ship to address or any shipping information.  However, we are not responsible for and we do not guarantee any changes.

An additional $10 correction charge and a subsequent re-shipping charge will be added to all orders requiring re-shipping due to incorrect address at time of purchase.

The Free Ground Shipping we provide is paid by us.  However, if an items is returned, those charges will be deducted from the invoice total of the return order.  Please refer to our Return/Exchange policy.
 

Ship Date:

We strive to ship your orders as quickly as possible.  Please click here to view the approximate ship date

The regular business days for shipping or delivery are from Monday through Friday.

Once shipped, it will take an additional one to a few business days to deliver. We ship most of our products via UPS or FedEx ground. For ground shipping, we do not guarantee the ship date or the delivery date.  If you need to receive your order by a certain date, we recommend you to ship your order via Air shipping (Expedite your order).

For grandfather clock or furniture item delivery, it will take additional days to deliver.  Please click here to read more.

The Occasion Date on order, if indicated, is for informational purposes only.  We do NOT guarantee receipt of order by the occasion date.  We do NOT guarantee any ship date or delivery dates.

Order Tracking

Your order may be tracked using our online tracking system.  Please click here to view the status of your order online.  If there are further questions, please click here submit request.

For security reason, the tracking information can only be provided online or via email. Thank you.

Air Rush Shipping

Air Shipping Charges: you can look up the air shipping charges for your location on the payment/shipping selection during checkout:

Step 1)  Please add the item you'd like to order to your shopping cart
Step 2)  Click on "Check Out"
Step 3)  Fill in your Bill to & Ship to information
Step 4)  Click on "Continue"
Step 5)  Under "Ship Via", you will see the air shipping charges for your location  

We can expedite your order via Next Day Air, 2nd Day Air or 3rd Day Air, where available.  If you have any questions regarding our AIR RUSH SHIPPING, please call our sales at 1-866-557-4165.

Normally, Air rush orders will be shipped next business day or 1 to 2 business days.  However, some items will be shipped in 1 to 3 business days.  All express shipping fees: next day air, 2nd day air, 3rd air and priority mail, are non-refundable for any reasons.

We provide Free Ground Shipping. Please click here to view the approximate ship date.

Air shipping services are not provided for Grandfather clocks and Floor clocks.

Item Not Working Properly

If you would like to obtain the manufacturer contact information, please click here to submit request, and we will provide the manufacturer's technical support contact information to you within 48 to 72 hours via email.

Most products require slight adjustments and some assembly in order to make them work properly.  We highly recommend that you contact technical support if your item is not working properly.

All products we sell come with a manufacturer warranty.  If you think that your merchandise has any defects in workmanship or material, please contact us within 65 days from your invoice date.  You must keep the original packaging and the original shipping label on your package.

If you think that your merchandise does not work or function properly, please contact the manufacturer directly for warranty support.  Most issues can be resolved over the phone. 

If you contact us within 65 days from your invoice date and the manufacturer confirms that the item in question needs to be returned for further assistance, please click here to submit request, we will attempt to work with the manufacturer to resolve your issue (new replacement merchandise, send new replacement parts, or arrange adjustment/repair).  You must keep the original packaging and the original shipping label on your package.  Once the item in question has been received, it will be inspected.  If the item is defective, you will not be charged any additional fees.  However, if the item is functioning correctly you will be charged a handling fee and the shipping charges. 

If a product defect is reported to us after 65 days from your invoice date, customer needs to contact the manufacturer for warranty assistance and the issue has to be resolved by requesting warranty assistance from the manufacturer.  Please refer to Warranty Support.

If you received a replacement item, you must return the defective item within 1 week or you will be charged for both items (the original item you received and the replacement). 

If no support is desired for a defective item or if customer wants to return the item for a refund and do not want a replacement part or item to be sent, it will be processed as a normal return (refer to our Return/Exchange Policy) or less cancellation fee - 10% of invoice total.

NOTE:  For Grandfather clock, Floor clock, Curio cabinet, Furniture Item, Large items, Large Mechanical Wall clocks, Watch, Pocket Watch: any defective issues must be resolved by requesting warranty assistance from the manufacturer.  Please refer to Warranty Support.  If customer wish to return the item, please refer to our Return/Exchange Policy.

Wrong Item Received

If you think that you received a wrong item, please click here to submit request within 5 business days from the date of receipt of the merchandise.

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Shipping Damage

Our products are well-packed prior to shipping to end customers and shipping damage is very rare.  However, if this occurs, please contact us within 5* business days of receipt of product, we will provide no charge product replacement in the event of damage due to shipment if the procedures listed below are followed.  Please click Here for Grandfather Clock, Floor Clock, Curio Cabinet, Furniture and Large Items damage information.

1) If damaged merchandise is received, please call the shipping carrier (UPS 800-742-5877 or FedEx 800-463-3339) with your tracking number IMMEDIATELY (no later than 5 business days of receipt of product) to notify them that your package was arrived damaged.  And then, Please click here to submit request immediately.  Please provide us with the detailed damage information.

2) You must keep the original packaging and the original shipping label on your package. Your damaged item should be picked up via UPS or FedEx within 1 to 4 business days after you contact them. Your damaged item must be picked up from your original shipping address.

3) UPS or FedEx will give you a receipt with a call tag or tracking number once they pick up the package. Please communicate this call tag or tracking number to us Please click here to submit request.

4) We will ship another new item to you as soon as your replacement product is available.  If you need us to ship a replacement before your damaged item is picked up, you will be charged for the replacement.  And then, we will refund you the original item as soon as it is picked up & the pick-up tracking number is provided to us.  Once you received the replacement, you must return the damaged item within 1 week; or you will be charged for both items (the original item you received and the replacement).

You must keep the original packaging and the original shipping label attached on your package. If you don't keep your original packaging and the original shipping label, we are unable to process a damaged claim, send you a replacement item or process a refund for your item.  If we are not informed of the damage within 5 business days of the delivery date, we will not be able to send you a replacement item or refund for your item.

Replacement order will be shipped via the shipping method requested on the initial order.  If a replacement item has been processed or shipped, we are unable to cancel your order.  You must return your item per our posted return policy.

If you do not want replacement(s) to be sent, an order cancellation fee 10% of the invoice will be deduced from the refund.

*For Grandfather clock, Floor Clock, Curio Cabinet, Furniture and Large Item delivery information, please click here

Item Lost In Transit

Products lost during shipment is very rare.  However, if this occurs, please contact us within 3 business days from the delivery date provided by the shipping carrier.

We provide no charge product replacement in the event of loss during shipment when the procedure listed below is followed:

1) If you did not receive your package but the shipping carrier indicated that your package was delivered, please call the shipping carrier UPS (800-742-5877) or Fedex (800-463-3339) IMMEDIATELY (no later than 3 business days after carrier delivery) to notify them that you did NOT receive your package, and then, please click here to submit request immediately.

2) If the shipping carriers confirm that your package has been lost, we will re-ship another item to you at no additional cost. The investigation process from the shipping company may take 8 to 10 business days or up. We MUST have a confirmation from the shipping company to confirm that your package is truly lost and can't be found before a new replacement product is shipped to you.

3) We will ship another new item to you after we receive the confirmation from the shipping company to confirm that your package is truly lost and can't be found & your replacement product is available. If you need us to ship a replacement before the lost investigation is finished, you will be charged for the replacement. And then, we will refund you the original item as soon as the shipping carrier confirms that your item is truly lost and can't be found.

Note: Replacement order will be shipped via the shipping method requested on the initial order.

Grandfather Clock, Floor Clock, Curio Cabinet, Furniture and Large Items Delivery

Grandfather clock, large floor clock, large curio cabinet or some large items will ship via reliable trucking freight company.  They will carefully transport your merchandise.  Normally, it will take approximately 7 to 12 business days or more for delivery depending on customer shipping address.  Once the item has arrived within proximity of local area, the trucking company will call you to arrange the delivery time with you.  Please at least give one full day window for the trucking company to deliver the shipment.

It is the customer’s responsibility to open the box and carefully inspect the item upon arrival, before signing the Bill of Lading (Delivery Form) and before the freight carrier leaves. 

The shipping damage happens very very rarely.   If any visible damage is observed you should choose one of the following:

(a) (if minor damage) carefully make detailed notes of all the damage on the Bill of Lading or

(b) you should refuse the shipment.  Please do NOT discard the original packaging.  Immediately (within same business day or next business day) call us at 1-866-557-4165 or click here to submit request.  Customer Service will guide you through the steps of resolving the problem. It is critical that these steps be followed, or it will be customer's responsibilities to resolve any damaged issues at customer's cost.

Note:

- Please do not refuse the shipment unless the merchandise is damaged.  Or you will be charged for a refused shipment fee 20% of invoice total plus all shipping charges.

-  We will do our best to provide all free services possible. However, we do not guarantee any free services are available for all orders or all areas.
- The Free Grandfather Clock Setup Service will be expired 60 days from your invoice date.
- If the grandfather clock or furniture item is shipped via UPS, FedEx or any small Freight companies, the White Glove Delivery & Setup service will not be performed.
- Unfortunately, we are unable to guarantee any ship dates or delivery dates.
 

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Grandfather Clock, Floor Clock Setup Request

We provide Free In-House Grandfather Clock Setup for Most Grandfather clock purchases.  Please click this link to view the details information

Clockway will do our best to provide all free services possible.  However, we do not guarantee any free services are available for all orders or all areas.

Billing & Refund

All merchandises properly returned are eligible for a refund, which credit to the original payment method or a store credit will be issued.  The refund or store credit will be processed within 14 business days once your return item(s) is received and inspected.

If you have questions regarding charges from our company, please contact us before you contact your credit card company. If we do receive a dispute/chargeback letter from your credit card company, your credit card company will require us to respond the dispute/chargeback.  A handling fee $25.00 for each credit card charge back/dispute will be deducted from your refund or charge to you in order to handle the response to your credit card company. 

In the event of any payment not being paid to us by the due date - which is the invoice date, we shall be entitled to charge 1) Monthly Late Fee: $30, plus 2) Interest for the overdue period at an interest rate of 2% in US Dollars per month on the unpaid balance.

Product Guarantee : Authentic Guarantee

We are the Authorized dealer for all products we sell.  All products we sell are AUTHENTIC and carry a manufacturer’s warranty.  All products we sell have been tested prior to leaving the manufacturing facility. 

We stand behind most products we sell for ONE FULL year manufacturer warranty support from the invoice date if the manufacturer provides at least one year warranty.  We will be happy to assist to replace or repair any defective items at no charges if noted on the manufacturer warranty.

If you think that your merchandise does not work properly or any defects in workmanship are observed, we will be happy to assist with a warranty claim with the manufacturer for you. 

Most of manufacturer warrants to the original purchaser or recipient that the product will be free from defects in material and workmanship under normal use and service for 1 or 2 year manufacturer's warranty, unless otherwise noted.  Most manufacturers' obligation under the warranty shall be limited to repairing the product with new or renewed components or, at their option, replacing it with a new or renewed product.  The warranty doesn't include damage to product or components resulting from abuse, accident, alteration, climatic/environmental conditions, damage beyond normal us, freight damage, mishandling, misuse, or unauthorized repair.  For detailed warranty information, please refer to the warranty paper comes with the product.

Warranty & Technical Support

If you would like to obtain the manufacturer’s warranty contact information, please click here to submit request, and we will be happy to provide you with the manufacturer’s warranty contact information.

We are the Authorized dealer for all products we sell.  All products we sell are AUTHENTIC and carry a manufacturer’s warranty. 

All warranty services and repairs need to performed by the manufacturer.  We do not provide warranty services.

Product Information:

Key-wound Clocks:

The key-wound clock has a mechanical movement. Normally, you need to wind the clock every 8 days or 14 days. Most of key-wound clocks have chimes and/or strike on the hour. Most of key-wound clocks have chime & strike silent feature.  4/4 Chimes - it means that the clock chimes every 15 minutes.

Quartz Clocks:

These clocks are operated by batteries. Some quartz clocks have chimes and strike on the hour. Some of them do not have chimes and strikes.

Cuckoo Clocks

Cuckoo one day the chain hangs down around 71” and must be pulled all the way to function for 24 hours.
Cuckoo eight day the chain hangs down around 78” and must be pulled all the way to function for eight days

1 Day Cuckoo Clocks:

1 day cuckoo clocks need to be wound by pulling up the weights once per day. The cuckoo calls once on the half hour and the full hour on the hour.  All our Black Forest Cuckoo Clocks have a night shut-off switch. Weights and pendulums are sometimes not shown in pictures but are included with all clocks. All our Black Forest Cuckoo Clocks are made from wood in German Black Forest. All our Black Forest Cuckoo Clocks are made individually, so each clock will be slightly different from the picture and All-clock-dimensions-are-approximate. 

1 Day Musical Cuckoo Clocks:

1 day musical cuckoo clocks need to be wound by pulling up the weights once per day. The cuckoo calls once on the half hour and the full hour on the hour. Most of the 1 day musical cuckoo clocks play music after the half hour call. Normally, the musical cuckoo clocks play two nice songs. All our cuckoo clocks have a night shut-off switch. Weights and pendulums are sometimes not shown in pictures but are included with all clocks. All our cuckoo clocks are made from wood in German Black Forest. All our cuckoo clocks are made individually, so each clock will be slightly different from the picture and All-clock-dimensions-are-approximate.

8 Day Cuckoo Clocks:

8 day cuckoo clocks need to be wound by pulling up the weights every 8 days. The cuckoo calls once on the half hour and the full hour on the hour.  All our cuckoo clocks have a night shut-off switch. Weights and pendulums are sometimes not shown in pictures but are included with all clocks. All our cuckoo clocks are made from wood in German Black Forest. All our cuckoo clocks are made individually, so each clock will be slightly different from the picture, and All-clock-dimensions-are-approximate.

8 Day Musical Cuckoo Clocks:

8 day musical cuckoo clocks needs to be wound by pulling up the weights every 8 days. The cuckoo calls once on the half hour and the full hour on the hour. The 8 day musical cuckoo clocks play music after the full hour call. Normally, the musical cuckoo clocks play 2 or 3 songs. All our cuckoo clocks have a night shut-off switch. Weights and pendulums are sometimes not shown in pictures but are included with all clocks. All our cuckoo clocks are made from wood in German Black Forest. All our cuckoo clocks are made individually, so each clock will be slightly different from the picture and All-clock-dimensions-are-approximate.

Quartz Cuckoo Clocks:

Quartz cuckoo clocks operated by batteries. You don't need to pull up the weights every day or every 8 days. The cuckoo calls on the hour. The quartz cuckoo clocks come with chains and weights. They have volume control.  Weights and pendulums are sometimes not shown in pictures but are included with all clocks. All our cuckoo clocks are made from wood in German Black Forest. All our cuckoo clocks are made individually, so each clock will be slightly different from the pictures. All-clock-dimensions-are-approximate.

Cuckoo Clock Measurements:

Body Height (Clock Body Height): This the height from the very top of the clock body, i.e. the very top of the bird, or  antler of a deer, to the very bottom of the clock body, ie. the very end of the leave, or nest, or any carving part. 

Height (Overall Height): This is the clock body height with the length of the pendulum and weights included, usually 4 to 5 inches longer than the clock body height.

All cuckoo clock dimensional information (heights, widths and depths) are approximate since they are hand carved.

All dimensional information (heights, widths and depths) for our products are approximate, especially those for hand carved products such as cuckoo clocks. The exact dimensions of the cuckoo body carvings can vary 1 to 3 inches since each is hand carved. If a dimension (a height, width or depth) is less than the approximate dimension indicated in our product description, this does not constitute a defective product or an incorrect model.

Finish & Color & Others:

Actual color or finishes may vary from product photography shown on this web site.

The dials or pendulums might be slightly different than from product photography.

Note: Our prices and product specifications are subject to change without notice.

Chimes Reference:

Actual chimes may vary from chimes reference listed on our web site.

Policy Change Note:

Our prices, product specifications and policies including return & exchange policies are subject to change without notice.  Customers agree to our current posted policy when an order is submitted by internet, phone, email, mail or any methods.  We do our best to provide you with the most accurate and current information on our website. When typographical errors occur and we become aware of this we will correct the information immediately.  Errors in discounts, pricing, stocking etc. will not be honored.  We will continually and consistently strive to provide the most current and accurate information on a consistent basis. 

Free Services Note:

We will do our best to provide all free services possible. However, we do not guarantee any free services are available for all orders or all areas.
The Free Grandfather Clock Setup Service will be expired 60 days from your invoice date.
If the grandfather clock or furniture item is shipped via UPS, FedEx or any small Freight companies, the White Glove Delivery & Setup service will not be performed.
Unfortunately, we are unable to guarantee any ship dates or delivery dates.

Term of Use

By using our site, you agree and are bound to the terms of use of our site.  If you do not agree to the Terms of Use, please do not use this site.  You agree to the terms and conditions outlined in this Terms of Use Agreement with respect to our site.  Please click here to view the Term of Use of our site.