FAQs

We advise customers to exercise caution when purchasing from unauthorized Orient Watch dealers. Counterfeit products do exist, and to ensure authenticity, we strongly recommend purchasing only from authorized retailers.

In the United States and Canada, authentic Orient Watch products are available exclusively through the following authorized dealers:

• Westlake Watches
• Amazon**
• Island Watch
• Teddy Baldassarre
  
• Verishop

**Please note: Only watches that are both sold and shipped directly by Amazon.com are covered under the Orient International Warranty. Amazon operates as an online marketplace, which allows non-authorized sellers to offer products on its platform. If you have any concerns regarding authenticity, we encourage you to contact us prior to making your purchase.

No warranty is provided for watches purchased through unauthorized dealers. Only watches purchased from authorized retailers are eligible for coverage under Orient Watch’s International Warranty and for access to after-sales service that meets the brand’s rigorous quality standards.

If you are unsure about a product’s authenticity, please contact us at service@orientwatchusa.com or visit our Contact page to send us a message.

If you need to make any changes to your order please give us a call as soon as possible at (855) 951-2880. We are available Monday-Friday 8:30 - 5:00 PT.

A phone call is the best way to ensure your changes are made before your order is shipped.

Unfortunately, per our distribution agreement with Seiko Epson, we are unable to ship outside of the United States and Canada.

We would suggest contacting your local Orient Watch distributor (https://www.orient-watch.com/worldwide-distributors-where-to-buy)

Returns

You may initiate a return request here: Start a Return.

By placing an order on this website, you acknowledge that you have read and agree to our Return Policy and Terms and Conditions. If you are not satisfied with your purchase, eligible items may be returned within 30 days of receipt.

Customers are responsible for return shipping costs. Only new, unworn, and unaltered merchandise is eligible for return.

Return Eligibility Requirements
To be accepted, all returns must meet the following conditions:

1. The product must be in brand-new, unworn condition, with all protective packaging and hang tags intact.
2. The product must not have been altered in any way (including bracelet sizing).
3. All original manufacturer documentation must be included (e.g., manuals, warranty cards, registration materials). Any promotional items that were included with the order must also be returned.
4. A valid Return Merchandise Authorization (RMA) number must be issued prior to shipment and clearly displayed on the outside of the return package. RMA numbers may be obtained here.
5. The product must be received at our facility within 30 days from the date of delivery.

All returned items are thoroughly inspected upon receipt. If a return does not meet the criteria outlined above, it will be rejected and returned to the customer. Returns for products purchased through other retailers or websites are not accepted.

Refunds

Refunds are issued to the original form of payment, excluding shipping and handling charges. Once received, returns are typically processed within 10 business days. Please note that the timing of the refund posting to your account depends on your financial institution.

Defective Products

Orient Watch USA, at its sole discretion, will determine whether a product is defective. If a returned watch is found to be operating within factory specifications, the customer will be responsible for inspection and return shipping fees.

Returns due to defects must be received within 30 days of delivery to qualify for a refund or replacement. Returns received after this period will be handled under the manufacturer’s warranty, and no refund will be issued.

Exchange Policy

We do not offer direct exchanges. If you wish to purchase a different item, please return the original product in accordance with our return policy and place a new order at your convenience.

Tariffs and Duties 

International shipments may be subject to import taxes, customs duties, and/or fees imposed by the destination country.
These charges are calculated at
checkout.

You are responsible for complying with all applicable laws and regulations of the destination country. Orient Watch USA is not responsible for any additional taxes, duties, or fees that may apply.

Promotional Codes

Orient Watch USA reserves the right to invalidate any promotional code or offer and to cancel any order determined to be abusing or manipulating a promotion. Promotions that include free items are available while supplies last.

Fraudulent Orders

To protect against fraud, Orient Watch USA reserves the right to refuse or cancel any order suspected of fraudulent activity or deemed to present a high risk of fraud. If an order is cancelled for this reason, a refund will be issued the same day, and our customer service team will contact the customer directly.

Batteries and Battery Embedded Products

Epson is providing notice of battery-embedded watches subject to California’s Electronic Waste Recycling Act, as amended by Senate Bill (SB) 1215. Please refer to the list of battery-embedded watches in Orient Website: https://orient-watch.com/regulation

We aim to process and ship orders within 2 business days. The cutoff-time for orders is generally 12:00 PST.

2-Day Express shipments are delivered two business days after the order has shipped. Orders are not processed or shipped on weekends.

For Saturday delivery options, please contact our Customer Service team at (213) 989-2019.

Customers are responsible for all applicable shipping and handling charges. By placing an order, you agree that Orient Watch USA may select the shipping method it deems appropriate. In the event of package loss or damage, you agree to cooperate with Orient Watch USA and/or the applicable carrier in any resolution process. You acknowledge that investigations may be required and that replacement products, if applicable, will not be shipped until the investigation or applicable investigation period has concluded. Any concerns regarding carriers, shipping costs, delivery timelines, or special shipping requests must be addressed with Orient Watch USA prior to placing an order.

How long will it take to ship to Canada?

Typically, shipments to Canada arrive in 1-4 business days.

Collection of Duties and Taxes

Duties and local taxes are calculated at checkout and are fully paid prior to fulfillment. No surprise bills at the door.

To check the status of your order, please refer to your order confirmation email that was sent to you after your order was placed. It will be constantly updated as your order moves through the fulfillment process. We will send an additional email when the shipping label for your order is made.

While we cannot guarantee that the shipping address can changed in time prior to shipment, if you need to make any changes to your shipping address please give us a call as soon as possible at (855) 951-2880.

A phone call is the best way to ensure your changes are made before your order is shipped.

The manufacturer suggests that you take the timing of your watch as a function of its daily deviance over the course of a week. rather than taking the deviance for any given day. Most Orient Watch calibers are rated at +25 / -15 seconds per day.

A mechanical watch should not gain more than 2.9 minutes or lose more than 1.75 minutes over the span of a week.

To improve the accuracy of a mechanical watch, it is recommended that you wind up the mainspring every day.

A fully wound mainspring can stabilize accuracy. If the watch is not fully wound the external factors outlined below can more easily affect your watch.

We recommend wearing the watch for at least 8 hours to fully wind the watch, alternatively 30 full revolutions of the crown should fully wind most of our movements if your watch also features hand-winding.

Here are a few factors that can affect the daily deviance your watch may experience.

Temperature: 

Typically, temperatures outside the range of 41 and 95 degrees Fahrenheit will have effects on your timing.

The metal parts of the movement can slightly expand and contract with changes in temperature which will influence accuracy. Generally, high temperatures tend to cause loss in time, whereas lower temperatures cause gains in time.

Magnetism: 

Watches can be adversely affected by magnetism and may gain or lose time. It is important not to leave a watch close to magnetic objects for a long time. Most household electronics, such as cell phones, television and PC speakers and laptops have magnets in them which can possibly magnetize your watch.

Shock:

Subjecting your watch to shocks and vibrations may impact your timing. We would suggest removing your watch prior to any high-impact sports, such as tennis or when using machinery that may vibrate, drills motorcycles etc... The impact from dropping your watch may also cause timing issues

Position:

Daily accuracy can be gained or lost depending on the way the watch is stored when it is not on your wrist, for example; your watch will have slightly varying accuracies depending on whether its placed on its 12:00 side facing down, vs the 3:00 side, vs the 6:00 side vs the 9:00 side. We would suggest experimenting with storing the watch in various positions overnight in use and check the gain/loss of each variation. If you can figure out which side gains or loses the least amount of time you can offset the gains or less you may accumulate throughout the day.

Our watches are bi-lingual English/Spanish.

If the watch you received is on the Spanish side when it arrives, simply set your watch to the English side and it will stay on the English side going forward.