TOP FREQUENTLY ASKED QUESTIONS – POLICIES BELOW
1. OTHER SHOPS CAN’T FIX MY WATCH, CAN YOU?
We hear this a lot. Most of the time it’s that they really don’t know or don’t want to spend the time to repair the watch. We will be more than happy to look at your watch and in most cases, repair it! Normally, the only reason a watch can’t be fixed is because parts are not available. And, just because the factory doesn’t have parts, doesn’t mean that there aren’t any. Don’t give up! Call us at 214-383-1166 or contact us from this site.
2. WHAT BRANDS DO YOU SERVICE?
We service ALL brands as long as we can get parts! You can call us at 214-383-1166 or contact us from this site and we can verify parts availability.
3. THE FACTORY REPAIR CHARGE WAS OUTRAGEOUS?
At Jack’s we don’t have a flat rate charge that targets your pocket book for things you really don’t need. Our tailored services are designed to get your watch working at peak performance and looking great again at a reasonable cost!
4. IS THERE A CHARGE FOR ESTIMATES?
There is no charge for estimates. For Mailed-in Repairs, there is a return shipping charge for orders consisting of ALL DECLINED REPAIRS. This charge is $25 which includes tracking and $200 *insurance. This charge may be higher if the job does not fit in a Priority Mail Small Flat Rate Box. *Additional insurance available at current USPS rates.
5. WHAT IS YOUR TURNAROUND TIME?
For common type repairs like batteries and bands typically about 15 minutes. For more complex jobs we do our best to get your watch back to you as quickly as possible but it has to repaired and tested properly. For quartz watches, typically about 1-4 weeks after we receive parts. For mechanical, typically about 4-8 weeks after we receive parts. We prefer not to do rush jobs!
6. WHAT FORM OF PAYMENTS DO YOU ACCEPT AND HOW DO I PAY FOR MY REPAIR?
We accept cash, major credit cards and secure emailed to you invoice.
7. WHAT IS THE PROCESS FOR MAILING IN MY WATCH?
It’s Easy! Complete the online Mail-in Services Form. After submitted, we will send you Job Info and Shipping info emails which will include your reference Job Number, Packing Slip and Shipping Label. Then, mail-in your watch using the address label provided in the Shipping Info email. Please do not send any gift boxes or instruction manuals as we can’t guarantee they will be returned to you. After we receive your watch, you will get an email that your watch was received. We will inspect and diagnose your watch and then, a representative will call or email you with the repair estimate. If you accept the estimate, we will start the repair work. While your watch is being repaired, you can call us anytime for status at 214-383-1166 or contact us from this site.
8. WHICH MAIL CARRIER SHOULD I USE?
Please refer to our Mail-in Tips Page. Use the mail carrier of you choice but make sure they can provide insurance and always get a tracking number!
9. HOW WILL YOU MAIL MY WATCH BACK TO ME?
We offer FREE SHIPPING for all USA orders of $300 or more! You get up to a $10 credit for your inbound shipment and TOTALLY FREE USPS Priority Mail return shipping with tracking and $200 *insurance. For orders less than $300 our normal return shipping charge is $20 which includes tracking and $200 *insurance. Additional insurance, package weight, next day deliveries, registered mail etc. are available at an extra charge. Please contact us at 214-383-1166 or contact us from this site for a quote.
OUR POLICIES
TERMS OF USE
Jack’s Watch Repair wants customers to be satisfied with their services purchased from our web site and local repair station, and we will do everything possible to ensure their experience a pleasurable one. Please read and understand our policies before making a purchase from our web site or repair station. Any use of this site, partial or otherwise, constitutes a patron’s agreement to follow and be bound by our policies outlined below. Patron’s that do not agree with our policies should not use any part of this site. Our policies are subject to change without notice so patrons should visit this page periodically to review them.
ESTIMATES
There is no charge for estimates. For Mailed-in Repairs there is a return shipping charge for orders consisting of ALL DECLINED REPAIRS. This charge is $25 which includes tracking and $200 *insurance. This charge may be higher if the job does not fit in a Priority Mail Small Flat Rate Box. *Additional insurance available at current USPS rates.
In most cases, the initial repair estimate will be accurate but, please understand that a repair estimate can actually be more depending on the difficulty of the job and parts required. In addition, there may be latent problems discovered during the repair process which the customer may be responsible for.
REPAIRS AND SERVICES – GENERAL
Repairs and Services will be performed by our best interpretation of items presented to us verbally or in writing prior to starting a job. Specific repairs and services should be documented in detail and given to us before the job is started. It is the customer’s responsibility to ensure that we are well informed of all details of the work to be performed. We will only perform and warranty work that we have been instructed and compensated to do. Incidental repairs and services are performed as a courtesy and are not covered by our standard warranty. Jack’s Watch Repair reserves the right to determine the final course of action for any discrepancy in repairs or services performed.
REPAIR PRICING
Prices are based on each individual case of service or repair required. Repair and Service prices are subject to change without notice.
REPAIR PROCESS / TURNAROUND
Watch Repair in general is not a fast process. A watch is a precision instrument that needs to be well tested each time it is altered during a repair. It is not in the customer’s best interest to rush a job or return a watch which has not been well tested. Working with small parts is very difficult and time consuming so we ask for your patience.
To start a job, we need a verbal, implied or written go-ahead from the customer. Battery replacements and Band repairs typically take about 15 minutes. For more complex repairs, our normal turnaround time for quartz watch repair is about 1 to 4 weeks after we have received parts for the job. Our normal turnaround time for mechanical watch repair and retrofits is about 4 to 8 weeks after we have received parts for the job.
REPAIRS AND SERVICES – METHODS & MATERIALS
Jack’s Watch Repair will determine the best method and materials to be used in a job. We do not accept requests for methods of repairs or use customer supplied parts. Depending on availability, we may use either genuine or generic materials in our repairs and services. Specific materials requested for a job must be documented in detail and given to us before the job is started. In such cases, it is the customer’s responsibility to ensure that we are well informed of specific materials to be used. Jack’s Watch Repair reserves the right to determine the final course of action for any discrepancies in materials used in a job.
WATER RESISTANCE
We do our best to reseal all watches that we repair to ensure that the marked water resistance is maintained. This is accomplished by replacing key parts and testing when necessary.
The analogy of getting a wheel alignment on a car then afterwards hitting a bump causing the alignment to change compares to water resistance in a watch. If a watch is repaired and the marked water resistance is accomplished and then, the watch is dropped or otherwise damaged, the water resistance could possibly be reduced or lost entirely. Water resistance in a watch is only temporary unless, the owner has the watch checked on a regular basis by a watchmaker.
Due to the physical forces that act upon a watch through normal daily wear, we do not guarantee water resistance and we are not responsible for damages caused by water. It is the owner’s responsibility to understand the water resistance rating of their watch and to use common sense when using the watch in water.
PAYMENT METHODS
We accept payment by cash, major credit cards or secure emailed to you invoice.
* Texas residents will be charged 8.25% sales tax
LOCAL REPAIR DUE BALANCES / ABANDONED ITEMS
For Local Repairs, Balances are due when you are sent a Delivery Text, Email or Phone call notification that the job is completed. Normally, we will sent 3 notifications that the job is ready for pick up. It is the customer’s responsibility to promptly respond. We do not investigate email failures, phone or answering service problems including not relayed messages.
If we do not receive the repair balance after 30 days, we will consider the watch(s) abandoned and monthly storage fees of $30 per month will apply and we may eventually liquidate the watch(s) repaired or not, to recover our expenses. If our expenses are not entirely recovered through liquidation, a bill for the remaining balance will be sent to the customer.
MAIL-IN RETURN SHIPPING / INSURANCE
We offer FREE SHIPPING for all USA orders of $300 or more! You get up to a $10 credit for your inbound shipment and TOTALLY FREE USPS Priority Mail return shipping with tracking and $200 *insurance. For orders less than $300 our normal return shipping charge is $20 which includes tracking and $200 *insurance. Additional insurance, package weight, next day deliveries or other options such as registered mail, are available at an extra charge. Please contact us at 214-383-1166 or contact us from this site for a quote.
It is the customer’s responsibility to ensure that we are given the correct return shipping address. If no other address is given to us in writing, we will use the address entered by the customer in their Mail-in Watch Service Form to return repaired items. We do not guarantee delivery or delivery dates and are not responsible for lost or stolen packages. The customer is responsible for any additional insurance needed for their packages.
MAIL-IN DUE BALANCES / ABANDONED ITEMS
For Mail-in Repairs, Balances are due when you are given a repair estimate or balance due notification. Repair estimates can be given by phone or emailed using the information on your Mail-in Services Form or other forms of notification. It is the customer’s responsibility to promptly respond. We do not investigate email failures, phone line or answering service problems including not relayed messages.
If we do not receive the repair balance after 30 days, we will consider the watch(s) abandoned and monthly storage fees of $30 per month will apply and we may eventually liquidate the watch(s) repaired or not, to recover our expenses. If our expenses are not entirely recovered through liquidation, a bill for the remaining balance will be sent to the address provided on the Mail-in Services Form or other notification.
CANCELLATIONS
If after a go ahead has been given for a service/repair, the order may be cancelled if parts have not been ordered or extensive work has not been started. A $50 per watch cancellation fee and any shipping charges will be applied to all cancelled jobs.
Once any part(s) for the job has been ordered or if the service/repair has been started, the customer is responsible for the entire repair quote given to them. To cancel an order, call 214-383-1166 and speak with a representative. Repaired items will not be returned until the entire repair balance has been paid in full.
REFUNDS
Once part(s) for the job have been ordered and/or the service/repair has been started, the customer is responsible for the entire repair quote given to them and no refund will be granted. In some cases, Jack’s Watch Repair may consider a PARTIAL REFUND.
PARTIAL REFUNDS
In the case of a partial refund, only a percentage of the total amount will be refunded. Jack’s Watch Repair will determine the final amount of refund depending on the time and materials invested on the particular job. Refunds will normally be in the same form as the original payment used for purchase. Refunds may take up to 30 days to process. We can not refund shipping and handling charges.
**Jack’s Watch Repair is a independent repair shop and is not affiliated with any trademarks, brands or logos displayed on this site.