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Q: Wasn't your company previously known as the Heritage Watch Company? Why did you change your name to The Hoursmith?
A: Yes, you are correct. We were formerly known as the Heritage Watch Company. We changed our name to The Hoursmith because it fits better with our image, because the name Hoursmith is more unique and memorable, and because the URL (website address) is shorter and easier for our customers to remember.
Q: When I use the Babel Fish translator on your site, none of the shopping cart buttons work when I try to buy something. What should I do?
A: Unfortunately, you are right-the buttons don't work in the translated view of our site. Also, please note that you cannot turn to the next page in multi-page categories. We suggest that you do your research on our policies, company philosophy, etc., and then return to the original site to make a purchase.
Q: How many ways can I place an order with the Hoursmith?
A: For your convenience, you may place orders three ways: you may use the shopping cart on our site, order by phone by calling us at 1-336-416-3011, or email us your request at Customer_Care@Hoursmith.com. This latter method should be used when you intend to pay by wire transfer, personal check, money order, or cashiers check.
Q: Do you ship outside the United States?
A: Yes. We ship to all U.S. Territories, and to Canada and Mexico. See our Shipping Policy for details.
Q: How does your domestic free shipping offer work?
A: All orders that are shipped to a U.S. address are eligible for our standard free shipping. During checkout, simply indicate this as your shipping choice, and you will receive your order within 2 - 5 business days after it ships. This applies to all orders except those for Oskar Emil watches, which generally arrive within 5 - 7 business days from date of shipping because they come directly from the manufacturer in Great Britain.
Q: I'd like to get my watches even quicker. Can I purchase expedited shipping?
A: All U.S. orders are eligible for either UPS Next Day Air® or UPS Second Day Air® at your expense except for Oskar Emil watches and all tourbillon watches. Oskar Emil watches do not qualify for expedited shipping because we have arranged to have them shipped directly from the warehouse in England via Royal Mail-International Signed-For Mail. They provide excellent service (5 - 7 business day delivery from shipment date), and each order is fully insured and trackable. All our tourbillon watches are shipped with expedited shipping at our expense regardless of their destination.
Please note: Except for tourbillons, as explained above, orders shipped outside the U.S. are not eligible for expedited shipping.
Q: How long does it take orders shipped outside the USA to arrive?
A: Tourbillons generally arrive within 2 - 3 business days from date of shipment. All other orders shipped outside the U.S. normally take 3 - 7 business days from date of shipment to arrive.
Q: Do you charge additional fees for expedited shipping beyond the actual shipping cost?
A: No. We do not charge any additional fees for expedited shipping. The cost quoted to you during the order process is exactly what UPS charges us for their service.
Q: How soon after receiving my payment will you ship my order?
A: We normally ship domestic U.S. orders within 1 - 2 business days of receiving your payment unless otherwise noted. Orders shipped outside the U.S. are shipped within 2 - 4 business days. Once your order is shipped, you will receive an email from us with shipping and tracking information.
Q: How do I search by product?
A: On our home page, you can click on a watch image or the brand name next to it located in the middle section of the page. This will allow you to see all the offerings for that brand. Also, on the left side of each page on our site, there is a listing of all our brands. Clicking on one of them will bring up the corresponding watches. Example: If you wish to see all of our DiBur watches, you may either (1) click on the DiBur watch image in the middle section of our home page, (2) click on the brand name next to it, or (3) click on the DiBur brand name shown in blue on the left-hand side of any page on our site.
Q: How do I search for watches by price?
A: You may either use the price ranges shown on the left-hand side of each page of our site, or you may also use our site's search function located on both the upper right and lower right side of each page to search for a particular price range of your choice.
Q: Will my personal and financial information remain confidential?
A: Absolutely! We never share any of your information with anyone for any reason! Please see our Privacy Policy for additional information.
Q: What is your return policy?
A: We are the home of the Hassle-Free GuaranteeSM! That means that if you are not absolutely, positively thrilled with your purchase, just return it in the same condition as you received it within ten (10) days of receiving it. We will immediately refund your money, including any shipping costs you paid for the original purchase and the return. No questions, no waiting, no hassle.
Q: Are any of your watches replicas or used watches?
A: Absolutely not! All our chronograph, multi-function, skeleton, and tourbillon watches are guaranteed to be 100% genuine and brand new.
Q: Can I special order a watch not listed in your catalog?
A: By all means, please ask us. We'll do our absolute best to get you the watch you want at a good price. However, our suppliers sometimes require large orders from us to fulfill such special orders, so it may not be feasible for us to honor your request in all cases.
Q: What forms of payment do you accept?
A: We accept the following forms of payment:
- Visa®, MasterCard®, American Express®, and Discover Card®
- PayPal
- Wire transfers
- Personal checks (if drawn on a bank in the U.S. or a U.S. Territory)
- Domestic and international money orders or cashier's checks
Q: So why do you guys only sell chronograph watches, multi-function, skeleton watches, and tourbillons?
A: Because we're absolutely crazy about ‘em!
Still can't find the answer to your question? Contact us.
