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Customer Service

FREQUENTLY ASKED QUESTIONS

ORDERS & SHIPPING

What forms of payment do you accept?
We accept every major credit and debit card including: Visa, MasterCard, America  n Express, and Discover.
How secure is your online store?
The Island Watch Co. online store uses PayPal to accept payments. PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
Do you offer gift cards?

Yes we gladly offer gift cards.  If you want to purchase a watch for that special someone that loves the islands but are unsure on which one they will like, a gift card may be the way to go!  Our gift cards are sent electronically to the recipient of your choice. Just visit our Gift Card page and purchase the gift card of your choice and enter the person’s name and email address you want to send it to.  Once your order is completed, we will send the gift card to the recipient per your instructions.

Can I use a coupon code to purchase a gift card?

Unfortunately no, gift cards must be purchased at their face value.

How do I redeem a gift card?

E-Gift cards can be applied to your order total in your shopping cart.  Once you have added your item(s) to your cart, there will be a space on the left side of your cart where you enter your gift card code.  You will then click on ‘Apply Gift Card’ and the gift card amount will be subtracted from your cart total.  You will then select your desired shipping method and proceed to checkout and pay any remaining balance, if applicable.  E-Gift Cards are also sent with instructions on how to redeem them.  Should you have any problems redeeming your gift card, feel free to Contact Us and we will be happy to assist you.

I purchased a gift card but haven’t received anything, can you help?

All our gift cards are digital and you should have received an email with the E-Gift card. If you entered the recipients email, we sent the E-Gift card directly to them. If you don’t see an email in your inbox, please check your spam folder as your server may have blocked the email. If you still see don’t see it, please Contact Us and we will be happy to help.

Can I get a refund on a gift card?

Island Watch Co. Gift Cards are non-refundable and cannot be transferred, exchanged or redeemed for cash.

Is there an expiration date on gift cards?

No – you can use the gift card as many times as you want until it has a zero balance.

Do you ship internationally?

We are more than happy to ship our watches to any location in the world.

How much does internationl shipping cost and how long does it take?

1. United States Postal Service (USPS) First-Class Mail International – $20 USD Flate Rate:

  • Delivery typically takes between 7-21* business days once we ship your island style watch. Expected delivery:
    • About 7 -10 business days to Canada
    • About 10 -15 business days to Europe & Latin America
    • About 14 – 30 business days to Asia & Africa
  • This shipping option does NOT provide tracking information.
  • *Please be aware that these are estimated delivery times.

2. United States Postal Service (USPS) Priority Mail International – $35 USD Flate Rate:

  • Delivery typically takes between 3-10* business days worldwide once we ship your island style watch.
    • About 3-7 business days to Canada
    • About 6-10 business days to Australia
    • About 5-10 business days to the UK
  • This shipping option DOES include delivery status updates.
  • *Please be aware that these are estimated delivery times.
Does international shipping include customs charges?
Duties and taxes are not included in the price of your watch purchase. We are unable to pay any duties, taxes, or fees that may be charged for international shipping as we are unaware of what the exact costs will be for one country versus another. We recommend you contact your local postal service or customs office if you wish to learn about the potential fees in your country.
Do you ship to P.O. boxes?
We ship to P.O. boxes with a valid credit card and billing address.
What if I didn’t pick up my package in time or refused my package?
In the event that any package is shipped back to us, we will contact you via phone or email upon receipt of the returned package.  You may choose between reshipment of the package (additional shipping charges will apply) or request a refund for the order (less any shipping costs).
Can I order a watch that is on backorder?
Yes. Watches on backorder can still be ordered and processed through the Island Watch Co. website. Although we make every attempt to maintain all of our watches in our current inventory, we do experience shortages at times.  If you purchase a watch on backorder we will inform you of an anticipated delivery date and will do everything possible to get it to you as soon as possible.
How long does it take to receive my order?

Although in our mind it’s always island time and we love the slower pace of the island life, we pride ourselves on prompt delivery. All orders placed between Sunday 5:00pm EST and Friday 3:00pm EST will be shipped within 24 hours. All orders placed from Friday 3:00pm EST through Sunday 5:00pm EST will be processed and mailed the following Monday.

If a watch in your order is currently out of stock you will be notified of the anticipated delivery date. You will then have the option to continue with your order or accept a full refund, including shipping.

Is sales tax charged?
We only collect sales tax on orders that are shipped to an address in the wonderful state of North Carolina as this is where our operations are based and therefore we are required to collect sales tax. For shipments to other states and geographic regions, we will not collect sales tax from you.

WATCH INFORMATION

How can I adjust my wood watch to properly fit my wrist?

In order to properly adjust your watch, we recommend that you take your watch to your preferred jeweler or watch repair shop to have them size it for you.

We really would like to do this for you but the challenge is, everyone wears their watch a little differently.  Some folks like their watch to hang loose while others prefer it to be a little tighter.  It’s hard for us to properly fit it to your wrist without your presence and we’ve tried this in the past and it led to more frustration than anything for our customers.

Will I have any skin allergies from my wood watch?

In order to adhere to our island roots, Island Watch Co. watches are manufactured using only 100% natural wood and we do not use toxic chemicals or additives to either treat or protect the wood that are watches are made with.

Should you experience any discomfort, skin irritation or a rash as a result of wearing one of our watches, we recommend you stop wearing the watch immediately.

Are Island Watch Co. watches waterproof?

Our wooden watches are considered to be “splash proof”. Normal wear and use can include a day on the beach, hike through a tropical rain forest, etc. However, our watches are not designed to be fully submerged in water as this can cause damage to the mechanical features of your watch and the wood itself. Excessive moisture can result in reduced flexibility in the wooden links of your watch bands.

We’ll be frank with you on this one, next time you attend that island full moon party and get the urge to go skinny dipping, we want you to go for it because we believe it’s always island time and your soul should shine and your spirit run free.  However, make sure and take your watch off before you jump in the water or you will regret it the next morning.  Trust us…we’ve been there done that.

If your watch is exposed to too much moisture, allow the watch to dry for 1 to 2 days so that the links in your watch band return to their natural size.

What steps do I need to take to care for my watch?

If you adequately take care of your watch, it will be with you for many island voyages to come.

All of our watches are made from 100% natural wood and we do not use any chemicals or additives to treat the wood.

Your watch is a lot like an island native in the sense that it doesn’t like sudden changes in temperature and humidity.  This means if you leave your watch in a location with excessive heat such as in your beach buggy (i.e. car) or too close to the beach bonfire or barbecue pit, the heat can essentially cause the wooden links in your watch to expand and crack.  The same goes with exposing your watch to extreme cold.  Excessive exposure to cold can cause the wood in your watch to shrink and could cause the glass in your watch to break or the pins in your wrist band to fall out.  So the next time you reach in the cold cooler to grab a cerveza, make sure your watch stays on your wrist!!!

If you’ve ever spent an extended amount of time in a tropical environment, you know what too much or too little moisture can do to the human body.  If you haven’t, we encourage you to take an extended visit to your favorite island and well, we’ll let you figure out the moisture thing on your own.  As far as your watch goes, too much moisture will be absorbed by your watch and cause it to expand.  Too little moisture will cause your watch to dry out and shrink.  Unnatural expansion and shrinkage of the wood in your watch can cause it to crack.

Of course we recommend that you wear your watch non-stop because when you wear one of our custom hand-made watches, it’s always island time.  Should you desire to take it off, we recommend that you store it in the original box it came in and keep it in a place that is room temperature and has normal humidity.

Just like your skin requires a good lathering of sunscreen before that two hour surf session, the best thing you can do for your watch is make sure it is properly conditioned in order to protect the wood from the elements of your favorite island location. We recommend Tung oil or lemon oil, both of which can be found at hardware or furniture stores and online.

How do I wind my automatic wood watch?

Prior to shipping your watch, we took care of the winding of your watch for you.  When you receive your watch, your daily island voyages should be sufficient to keep the watch wound, assuming you wear it every day for a minimum of 8 hours.

If you do not wear your watch daily or have periods of inactivity while wearing it, your watch may require additional manual winding. If this is the case, we recommend you wear your watch daily so that it is always island time and you may want to get out and explore your favorite island a little more in order to get moving!!!

If your watch is consistently fast or slow even after properly winding and wearing it, and you have surpassed our one year warranty period, we recommend taking your watch to a qualified jeweler or watch repair store and have them service the watch so that it functions properly.

RETURNS & EXCHANGES

How does the one year warranty work?

All of the watches we sell at Island Watch Co. come with a one year warranty from the date of delivery that ensures your watch will be free from defects in material or workmanship.

To maintain this limited warranty, your watch must be worn and maintained in accordance with the care and maintenance instructions discussed above. Negligence, mechanical damage, alterations, or scratching due to abnormal wear are not covered by our one year limited warranty. In addition, Island Watch Co. is not responsible for loss or damage while wearing one of our watches nor the life of your watch’s battery.

If your watch is within the one year warranty period and you need it repaired, simply complete a Return Authorization. Upon completing this form, we will review your request and authorize it if it falls under our warranty guidelines. Please allow us up to 24 hours to review your warranty request. Once your warranty request is approved, we will send you an RMA number and shipping instructions via email. If the warranty request is due to a manufacturing defect, we will gladly repair/replace your watch free of charge and pay for the return shipping. Return shipping will be covered as follows:

  • For United States based customers, we will send you a prepaid return shipping label (Printable PDF)
  • For customers outside of the United States, you will be responsible for shipping the watch back to us; however, we will reimburse you up to $20.00 to cover your shipping costs. A valid postage receipt should be included with your watch when you ship it back so we can reimburse you accordingly.

If we decide your watch was damaged due to misuse or negligence, unfortunately it will not be convered under our warranty.

What is your return/exchange policy?

EXCHANGES WITHIN 15 DAYS OF DELIVERY – We will gladly exchange your watch free of charge. We ask that you cover the shipping fee back to us. Simply complete a Return Authorization and return the undamaged watch to us along with the original box.

REFUNDS WITHIN 15 DAYS OF DELIVERY – We will gladly refund your complete purchase (less applicable shipping fees). Simply complete a Return Authorization and return the undamaged watch to us along with the original box.

We will not be able to process any exchanges or returns after 15 days from the delivery date.

Can I replace the battery?
For Island Watch Co. watches that utilize a quartz movement, a battery replacement will eventually be needed.  We recommend that you visit a reputable jeweler or watch repair shop and have them replace the battery.  We do not recommend that our customers attempt to change the batteries themselves as you may damage your precious time piece.

WHOLESALE INQUIRIES

Do you offer wholesale pricing to retailers?
At Island Watch Co. we want to make sure everyone knows it’s always island time so we are always open to creating new strategic alliances. If you have a store and want to showcase our watches, please visit our Contact Us and let us know.   We will contact you to discuss this in more detail.
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OFFER VALID AT ISLANDWATCHCO.COM ONLY FOR NEW SUBSCRIBERS. CANNOT BE COMBINED WITH OTHER OFFERS OR PROMOTIONS AND LIMIT ONE PER PERSON. SEE ISLAND WATCH CO. PRIVACY POLICY HERE