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Frequently Asked Questions

Where is my Order Number/Confirmation?
After placing an order with us, you should automatically received an email confirmation to the address you listed. If you do not see this email in your inbox, please check your spam folder. If you find our message in your spam folder, please “unspam” us to alleviate any future communication problems we may have with you. In the case that you cannot find your order number, please contact us at support@orientwatch.freshdesk.com, or give our customer service team a call at (213) 247-4523.

How do I return a product?
Our full return policy can be reviewed on our Return Policy page and returns can be started here.

I need spare parts for my watch. How can I request them?
Per our policy, we only sell a select number of parts, including but not limited to leather straps, bracelets, end links, and spring bars. Please submit a request through our Contact Us form for information on availability and pricing.

How long does it take to receive a part after it’s been ordered?
If the part that you ordered is in stock at our warehouse in the United States, it will be shipped within 48 hours of receiving your payment. In the case that the part is not in stock, it may take between 4 and 6 weeks to arrive stateside from the factory.

My watch needs service. How can I get this done?
If your watch is in need of service, please provide us with the details through our Service and Return Request page.

I purchased or inherited a vintage Orient Watch. How do I get more information about it?
The best way to find out about an old Orient watch is by contacting Epson directly here.

I purchased or inherited a vintage Orient Watch, but it seems to be broken or is in need of repair. Can you repair it?
In our experience, it is extremely unlikely that parts will be available for watches that are over ten years old. Orient Watch USA will only repair watches if there are parts available and in stock at the factory.

How do I know if a watch I purchased is authentic or not?
Please beware of purchasing from unauthorized Orient Watch dealers. Fakes and counterfeits exist throughout the Internet and to ensure authenticity, we recommend only purchasing through authorized channels. Here's a list of our authorized dealers.

I live outside of the United States and Canada. Does Orient Watch USA ship to other countries?
Orient Watch USA is not permitted to sell outside of the United States of America and Canada. If you are seeking to purchase a particular watch, but do not live in the United States or Canada, please contact your nearest distributor.

I have a watch winder. Are there certain settings I should apply to the winder when winding my Orient Watch?
Orient Japan recommends using a winder that has left and right rotation system. They recommended running the winder for ten minutes, stopping for 3-4 hours, and then repeating the process. Most winders cannot wind up our movements completely (maybe many of them can only wind up to 50-70% capacity). However, specifically for our Caliber 46 and 55 series, 930 and 1,558 rotations (respectively) will fully wind these movements.

How do I make sure that my watch continues to run smoothly?
A mechanical movement is a delicate machine that powers your watch. While it does require regular service every 3-5 years (depending on usage rate), there are a few things that you can do to aid in its maintenance. The following are tips and pointers that we’ve put together to help you make sure that your watch will run smoothly for years to come:

A watch marked as “water resistant” (and 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. The golden rule when handling your watch is to always make sure that the crown of your watch is pushed/screwed in all the way. Water is easily a timepiece’s worst enemy, and if the crown isn’t securing the rest of the watch case from outside elements, the movement will be susceptible to damage. Additionally, we recommend that you do not wear hot shower, sauna or hot tub. The extreme heat may cause the metal parts to expand at a different rate than the rubber gaskets, which would compromise water resistance.

Unless you’re wearing an anti-magnetic watch like an M-Force (which is ISO-rated for water, resistance, anti-magnetism, and shock), there is a possibility that your watch could be magnetized. While most of us don’t find ourselves regularly walking into a strong magnetic field, everyday items can put your watch at risk. Did you know that objects like speakers, microwaves, cell phones and tablets (especially with those magnetic cases) could do harm to your beloved timepiece? Magnetization generally causes a watch to gain time and run unreliably.

Metal versus Leather Bands
If you participate in activities that cause excessive sweat or perspiration, you may want to consider getting a watch with a metal bracelet or rubber strap, instead of a leather strap. Watches that have natural and genuine leather straps will gradually deteriorate with constant exposure to perspiration. In the case that you would like to replace your existing band, please contact our customer service team.

Battery Replacement
Watches that do not need battery replacement include mechanical (automatic) watches and solar-powered watches (which have a rechargeable battery). Watches that run on batteries are commonly referred to as quartz watches. While the battery life in these watches vary, expect to have to replace them every few years. Battery replacements can be performed by the Orient Watch Service Station in the US, or at any kind of jewelry/watch repair business.

Cleaning Your Watch
So, how do you keep your watch shiny and looking new? You could invest in a watch polishing kit, or you could go with the practical toothbrush and water technique (but try to avoid the dial!). Any kind of soft polishing cloth will do the trick for fingerprint smudges; And isopropyl alcohol is great for a deeper cleaning of the case and bracelet, especially if there is dirt build up around the lugs, the case back or the clasp.

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