Frequent Phone Questions: (Customer Service aid)
General, Shipping, Payment, Product, Watch Winding Needs
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• • CODE: Find a Product Page by Item Code Number:
    • CODE: Find any of our any products by alphabetical code of the Item Number.
      Ask for Item number. Click link at end (underlined Item Code).
      Then click first letter of code and scroll to find code #.
      Then click item and go to that item page and place order for that Item code.
  • Categories: For Categories click:
    • C: Categories?
      
  • G: General Questions
    • G: What are your Customer Service hours?
    • G: I have a specific question which the operator does not know, how long should I expect to wait for a call back?
    • G: How long does it take to process an order?
    • G: Which Winder Should I Buy?
    • G: Which of any item Should I Buy?
    • G: Is an Item in stock?
    • G: Where are your items made? (Country of Origin?)
    • G: Winder Warranty?
    • G: What is the best winder for my watch? Or “What are the winding requirements for my watch??#60;/a>
    • G: When can I expect an item to arrive?
    • G: Can Products be personalized? Monogrammed?
    • G: Can you send a Card with item?
    • G: Who Sells? Do you sell or can you get (fill in blank) type questions? Special Requests.
    • G: Where can I find another brand not listed on WatchCases.com?
    • G: Can you give me a price match?
    • G: Where can I get my winder repaired?
    • G: My Wolf Designs Winder I bought from WatchCases.com stopped working, what do I do?
  • S: Shipping Related Questions
    • S: How long will it take me to get the Item?
    • S: Do you require signatures for delivery?
    • S: Do you ship to Hotels?
    • S: Do you insure shipments?
    • S: Can you ship to an Alternate Address other than the Credit Card "Bill To" Address?
    • S: My Unit arrived Damaged. What do I do?
  • P: Payment Related Questions
    • P: Do you accept Non-USA sales?
    • P: Do you accept Checks or COD orders?
    • P: Can you accept Foreign Issued Credit Cards?
    • P: What is your AVS system?
  • Pr: Product Questions
    • Pr: Eilux or Everwell or Fuzzy Logic Winders: My winder has a blinking light when not running is there a problem?
    • Pr: Eilux or Everwell or Fuzzy Logic Winders: My watch has stopped working, but the winder seems to be working. What is wrong?
    • Pr: Wolf Designs: My Wolf Designs Winder is not working where do I get it repaired?
    • Pr: Winding Requirements for X Branded Watch?
  • W: Orbita Database Winding Requirement Listings. Alphabetically sorted. Click Letter for your watch.
    • W: A-L Winding Needs for watches starting with A-L.
    • W: M-R Winding Needs for watches starting with M-R.
    • W: S-Z Winding Needs for watches starting with S-Z.

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  CODE: Find a Product Page by Item Code Number:

  CODE: Find any of our any products by alphabetical code of the Item Number. Ask for Item number. Click link at end of this sentence. Then click first letter of code and scroll to find code #. Then click item and go to that item page and place order for that item code.
  Back to CODE: Find a Product Page by Item Code Number: | Back to Top

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  Categories: For Categories click:

  C: Categories?
  

  1. G: General Questions.
  2. S: Shipping Questions.
  3. P: Payment Questions.
  4. Pr: Product Questions.
  5. W: Winding Questions.
  

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  G: General Questions

  G: What are your Customer Service hours?

  G: Answer: Our office hours: Closed Weekends and all major Holidays. M-F,10-4 Eastern Standard Time or M-F, 9-3 Central Time or M-F, 8-2 Mountain Time or M-F, 7-1 Pacific Time.

  G: I have a specific question which the operator does not know, how long should I expect to wait for a call back?

  G: Answer: Our Customer Service Reps are available 10 AM Eastern Time till 4 PM Eastern Time Monday-Friday. Excluding weekends and Holidays. We can generally call or email your reply within 24 hours (1 business day) of receipt of the question. Typically if received during business hours we can call you back within minutes, sometimes an answer may take longer to find out, but we will begin working on it when we get it.

  G: How long does it take to process an order?

  G: Answer: Most orders can be processed the same day or within 1 business day. Items requiring additional time are normally marked. NOON EST is our same day cut off time. Orders received after 11:00 AM may not go out until the next business day.

  G: Which Winder Should I Buy?

  G: Answer: See our link "BEST SELLERS" listed in left navigation. Click on it, then click on best selling Watch Winders. Then Click on "view all" and scan the page, click item to read more. These are the best selling and best bets in various sized winders!

  G: Which of any item Should I Buy?

  G: Answer: See our link "BEST SELLERS" listed in left navigation. Click on it, then click on best selling Category. Then Click on "View All" and scan the page, click any item to read more. These are the best selling and best bets in various sizes/colors etc!

  G: Is an Item in stock?

  G: Answer: Get the item number. Items are in stock unless they have a note saying temporarily on back order or the initials /DSI at the end of the item number for DROP SHIP ITEM. Go to detailed description page for the item in question and read the notes and click the process time drop down menu. Generally items are in stock or can be drop shipped from the supplier the processing days vary but generally it ships within 1-3 business days. This does not include shipping time but is the time it takes to prepare the order and leave the warehouse. When orders come in we respond immediately when there is a back order situation, so take the order and get daytime contact details to assure customer.

  G: Where are your items made? (Country of Origin?)

  G: Answer: Our items are made all over the world. Most items have clearly listed Country of Origin. Click 'learn more' and it usually says where it is made at the bottom of the description. However as a general reference. Orbita Winder Products: Made in the USA. Orbita Leather and Wood Boxes: Made Internationally Austria and Netherlands. Wolf Designs: made in China. Everwell: Made in Japan/Hong Kong China. Eilux: Made in Japan/Hong Kong China. Ragar: Cases made in Thailand. RaGar's winders made in Hong Kong. Venlo: Leather made in Italy. Venlo; Wood made in Vietnam. Hillwood: Made in UK. Rapport: assembled in the UK. Buben & Zorweg: Made in Germany/Austria.

  G: Winder Warranty?

  G: Answer: Our Winders all have at least a one year Manufacturers warranty. Orbita offers a 2 year warranty. The warranty is a manufacturers warranty and is subject to terms of each manufacturer. Any non winder/non mechanical products do not have warranties per se. We do not offer any extension to the standard warranty. After 30 days we will not handle warranty related issues except to provide the customer with the date of their purchase, if they have their watchcases.com order number. Each item will contain a warranty card which you should fill out to guarantee coverage. In general non-mechanical items do not have any warranty period. Our Jewelry Boxes do not come with a warranty unless listed specifically on the item page.

  G: What is the best winder for my watch? Or “What are the winding requirements for my watch??#60;/b>

  G: Answer: It depends on the size winder you need and the watches you have to wind. Tell the customer you will research it and email or call them back. Get their phone number and email. Then get the watch information, get the name of the watch and if they can give you: 1. Watch Brand. (Spell please, take care with first letter repeat it) 2. Model # or Description if known. 3. Movement Name or Caliber if known. Tell them to allow 24 hours/1 business day for our call back. Or go to the website url: “http://www.orbita.net/pages/17100.htm?#60;/b>. This is Orbita's Watch Database. Click on first letter of the name of the watch - for example Audemars-Piguet is listed under A , Rolex under “R? then scroll down and find the best choice/s.

  G: When can I expect an item to arrive?

  G: Answer: It depends on the time of day when you place your order. We are on the East Coast. So if ordered before NOON Eastern we can usually process the order on the same day, except around Christmas, (Nov 25-Jan 25) around Christmas, it usually takes 2 days. So your order could arrive as soon as the next day for Next Day Air. However, if placed after NOON Eastern-shipped Next Day Air, it would arrive 2 days after order entry. Basically you must allow for the order day to be Day 0 if before NOON EST, and count days after that; Day 1, Day 2, Day 3, Ground orders depend on your location and take from 2 to 8 days on average see our ground Map link under any item picture.

  G: Can Products be personalized? Monogrammed?

  G: Answer: No. We do not personalize or monogram products at this time. Most Malls have such services.

  G: Can you send a Card with item?

  G: Answer: No, we can not send cards or personal messages. If you write a note in the comments we can add a short note to outside of the UPS box, but we can not insert cards at this time, sorry.

  G: Who Sells? Do you sell or can you get (fill in blank) type questions? Special Requests.

  G: Answer: We do not know, sorry. If we do not have it on our web site we can not get it, and we do not know where to find it, sorry! Examples: We currently do not sell Watch Pillows. We do not sell Jewelry Inserts or other such hard to find items. We do not sell name brand individual collectors item replacement watch boxes. Try a search engine query or eBay. We are a retailer, not a whole sale dealer.

  G: Where can I find another brand not listed on WatchCases.com?

  G: Answer: We don’t know, sorry.

  G: Can you give me a price match?

  G: Answer: Possibly. For Price Matches customer must email pricematch@watchcases.com, tell us your offer/written price and where (web page link) you found this price, we will reply within two business days - not including weekends and Holidays.

  G: Where can I get my winder repaired?

  G: Answer: If you bought it from us we are able to assist you. Send us an email with details, description, age, purchase date, model, manufacturer etc to service@watchcases.com. If you bought it elsewhere we probably cannot be of much help. If your unit is still covered by its manufacturers warranty we might be able to help you initiate the process. Typically winders are not repaired. Warranties typically simply replace the unit for a reconditioned unit. WatchCases.com does not repair any winders. We are retailers and do not warrant winders beyond the manufacturers warranty date.

  G: My Wolf Designs Winder I bought from WatchCases.com stopped working, what do I do?

  G: Answer: Email us at service@watchcases.com we will initiate the warranty process. You will be responsible for all shipping and handling charges related to the warranty. If you purchased the winder form anyone else Wolf Designs requires you to work directly with the store that sold you your unit, we will not be allowed to help you.

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  S: Shipping Related Questions

  S: How long will it take me to get the Item?

  S: Answer: As long as it is not in the middle of the busy Christmas Holiday Season. (Nov25-Jan25) We can process orders the same day if received by NOON East Coast Time. (Sometimes as late as 1PM, but we can not guarantee this later same day processing.) Then it depends on the shipping method you chose and where you live. We can get items to you as soon as tomorrow with Next Day Air Saver in the 48 states, as soon as 2 business days from now in HI/AK/PR for non Post Office Box deliveries. Or Ground takes from 2- 8 days. Click on the “Process/Ship?button under any item picture and you can see the UPS Ground Shipping Time Map. The key is to write us a note in the comments section about your delivery expectation and include what we should do if the time you choose is not “do-able? That is should we cancel the order? Upgrade to correct shipping method or down grade the shipping to ground?

  S: Do you require signatures for delivery?

  S: Answer: Yes, signatures are required for all orders totaling $200.00 or more.

  S: Do you ship to Hotels?

  S: Answer: No, we do not ship to Hotels.

  S: Do you insure shipments?

  S: Answer: Yes we insure shipments.

  S: Can you ship to an Alternate Address other than the Credit Card "Bill To" Address?

  S: Answer: Sometimes. The customer must have the alternate address listed with their credit card company in advance and please keep in mind order verification and processing takes longer on such orders. We prefer to ship to the "Bill To" address of the credit card. For Low Dollar Value items we may ship single items to an alternate address. (As a rule Expensive Jewelry Cases of all types and Large Multiple Unit Watch Winders are shipped to billing address only!)

  S: My Unit arrived Damaged. What do I do?

  S: Answer: Send an email to returns@watchcases.com or reply to your confirmation email detailing the situation. It is imperative you keep all packaging and boxes. The Shipper must pay the claim, and they require documentation. If the Shipper does not pay the claim, it is assumed the customer damaged the item after it was opened. Refusing Damaged Shipments is the best option in such cases. The only remedy we offer for damaged claims is we will send one damage replacement and only one. The customer will be charged for damaged items which are returned regardless of fault.

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  P: Payment Related Questions

  P: Do you accept Non-USA sales?

  P: Answer: No, non USA sales are not accepted at this time, sorry.

  P: Do you accept Checks or COD orders?

  P: Answer: No, we do not accept Checks or COD orders at this time. Sorry.

  P: Can you accept Foreign Issued Credit Cards?

  P: Answer: No not usually. The only way we can accept an order is if the information is verifiable with our AVS system. Foreign Issued Credit Cards typically are not verifiable with the system. Unverified orders will be canceled.

  P: What is your AVS system?

  P: Answer: AVS stands for Address Verification System; it is a computer based system for checking address information against credit card data. This is for Fraud prevention.

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  Pr: Product Questions

  Pr: Eilux or Everwell or Fuzzy Logic Winders: My winder has a blinking light when not running is there a problem?

  Pr: Answer: No this is the way it is designed to operate. It does not matter if you are using batteries or the A/C Adapter, the red light will be solid when the winder is winding the watch, and blinking when in rest mode. When the batteries are low, the light will become dimmer, but it will still be solid when winding and blinking when in the rest mode eventually after about a year the light will go off and you know the batteries need replaced.

  Pr: Eilux or Everwell or Fuzzy Logic Winders: My watch has stopped working, but the winder seems to be working. What is wrong?

  Pr: Answer: There is probably nothing wrong with your winder, simply your watch has different winding needs than your winder is set for. Flip the unit over, turn it off. Change the setting from Bi-Directional (double headed arrow) to the Clockwise arrow; if this does not work you will need to repeat the process and change to counter clockwise setting. Or to save this trial and error look up your watches winding requirements. Call the manufacturer or look in your manual. Or go to the website url: “http://www.orbita.net/pages/17100.htm?this is Orbita's Watch Database. Then click on first letter of the name of the watch for example Audemars-Piguet is listed under A, Rolex under “R? then scroll down and find the best choice/s.

  Pr: Wolf Designs: My Wolf Designs Winder is not working where do I get it repaired?

  Pr: Answer: Did you buy from watchcases.com? Yes or No? If not, tell them to call Wolf at 866-289-9653 or 310-456-7072. Why? Wolf Designs requires that we only handle warranty issues for our customers. If yes tell them to send an email to returns@watchcases.com with the watchcases 4 digit order number, the approximate purchase date, the name of the person who it was shipped to and purchaser. We will respond by email within two business days with the procedure. Basically if we can find their order we will be able to take the item back and get Wolf Designs to honor the warranty if it is still covered under the 1 year warranty. The customer will have to pay all shipping and handling charges in advance and the process could take up to 3 weeks, though we typically can do it faster. We will not be able handle warranty claims from November 25 thru January 25 any faster than 4 to 6 weeks.

  Pr: Winding Requirements for X Branded Watch?

  Pr: Answer: Tell the customer you will research it and email or call them back. Get their phone number and email. Then get the watch information, get the name of the watch and if they can give you: 1. Watch Brand. (Spell please, take care with first letter repeat it) 2. Model # or Description if known. 3. Movement Name or Caliber if known. Tell them to allow 24 hours to call back. Or go to the website url: “http://www.orbita.net/pages/17100.htm?this is Orbita's Watch Database. Then click on first letter of the name of the watch for example Audemars-Piguet is listed under A , Rolex under “R? then scroll down and find the best choice/s.

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  W: Orbita Database Winding Requirement Listings. Alphabetically sorted. Click Letter for your watch.

  W: A-L Winding Needs for watches starting with A-L.

  W: Answer: A-L
  A Watch Brands:Watch Winder Settings A BRANDS from A.LANGE/ SÖHNE to AVIER WATCH; some examples include- A.LANGE/ SÖHNE http://www.alange-soehne.com/ Alain Silberstein url: http://www.a-silberstein.fr Alfex http://www.alfex.ch Atlantic http://www.atlantic-watch.ch Audemars Piguet http://www.audemarspiguet.com Auguste Reymond http://www.augustereymond.ch
  Ba-Bq Watch Brands:Watch Winder Settings B BRANDS from Ball to Boucheron; some examples include- Ball http://www.ballwatch.com Baume & Mercier http://www.baume-et-mercier.com Bedat & Co. http://www.bedat.com Bell & Ross http://www.bellross.com Bertolucci http://www.bertolucci-watches.com Blancpain http://www.blancpain.com Boucheron http://www.boucheron.com/
  Br-Bz Watch Brands :Watch Winder Settings B Brands from Breguet to BWC SWISS: some examples- Breguet http://www.breguet.com Breitling http://www.breitling.com Bulgari http://www.bulgari.com Bunz Collection http://www.bunz.de
  C Watch Brands :Watch Winder Settings CALLIGRAPH to CYCLOS; some examples include- Cartier http://www.cartier.com Cattin & Cie. http://www.cattin-watch.ch Chopard http://www.chopardgeneve.co Chronoswiss http://www.chronoswiss.com Concord http://www.concord.ch Corum http://www.corum.ch Cyclos http://www.cycloswatch.com
  D Watch Brands:Watch Winder needs from D. FREEMONT to Dunhill; some examples include- D. Freemont http://www.dfreemontwatches.com Daniel Jean Richard http://www.danieljeanrichard.ch Daniel Mink http://www.danielmink.com Daniel Roth http://www.danielroth.com
  E Watch Brands :Watch Winder needs;some examples include- Ebel http://ebel.ch Eberhard & Co. http://www.eberhard-co-watches.ch Epos http://www.epos.ch Ernst Benz http://www.ernstbenz.com Eterna http://www.eterna.ch Etoile http://www.jacquesetoile.com
  F Watch Brands:Watch Winder needs; some examples include- Fortis http://www.fortis-watch.de Frèdèrique Constant http://www.frederique-constant.com
  G Watch Brands:Watch Winder needs; some examples include- Gerald Genta http://www.danielroth.com Girard-Perregaux http://www.girard-perregaux.ch Glashütte Original http://www.glashuette.de Glycine http://www.glycine-watch.ch
  H Watch Brands:Watch Winder needs; some examples include- Hanhart http://www.hanhartusa.com Harry Winston http://www.harry-winston.com Harwood http://www.harwood-watch.de Horoswiss http://www.horoswiss.com
  I Watch Brands:Watch Winder needs; some examples include- Ikepod http://www.ikepod.com IWC http://www.iwc.ch
  J Watch Brands:Watch Winder needs; some examples include- Jaeger-LeCoultre http://www.mjlc.com Jean Marcel http://www.jeanmarcel.com Jörge Schauer http://www.german-watches.com Journe-F.P. Journe http://www.fpjourne.com Junghans http://www.junghans.de
  K Watch Brands:Watch Winder needs; some examples include- Kurth http://www.kurth.net
  L Watch Brands:Watch Winder needs; some examples include-
  Limes http://www.limes-watches.com Longines http://www.longines.com Louis Èrard http://www.louis-erard.de
  

  W: M-R Winding Needs for watches starting with M-R.

  W: Answer: M-R (Note Panerai is under "O" for Officine Panerai)
  M Watch Brands:Watch Winder needs; some examples include-
  Maurice Lacroix http://www.mauricelacroix.com Mido http://www.swisswatchesusa.com Movado http://www.movado.ch
  N Watch Brands:Watch Winder needs; some examples include- N. B. YAEGER (NBY)
  O Watch Brands:Watch Winder needs Some examples include- Omega http://www.omega.ch Oris http://www.oris-watch.com Officine Panerai http://www.panerai.com also Panerai Watch Brands:Watch Winder needs; some examples include- Panerai- Officine Panerai http://www.panerai.com Referenced under "O" for Officine Panerai.
  P Watch Brand:Watch Winders needs; some examples include- Parmigiani Fleurier http://www.parmigiani.com Patek Philippe http://www.patek.com Philippe Charriol http://www.charriol.com Piaget http://www.piaget.com Paul Picot http://www.paulpicot.ch Poljot http://www.poljot-international.com Porsche Design http://www.porsche-design.com Progress Watch http://www.progresswatch.com
  Q Watch Brands:Watch Winders needs; some examples include- "Q" Has no Brands referenced at this time...
  R Watch Brands:Watch Winders needs; some examples include- RGM Watch Co. http://www.rgmwatches.com Rado http://www.rado.ch Rainer Brand http://www.rainerbrand.de Revue Thommen http://www.revue-thommen.ch
  

  W: S-Z Winding Needs for watches starting with S-Z.

  W: Answer: S-Z (Note Yaeger is under "N" for N.B. Yaeger)
  
  S Watch Brands:Watch Winders needs; some examples include- Sinn Spezialuhren http://www.sinn-uhren.de Sothis http://www.sothis.de Swiss Army http://swissarmybrands.com
  T Watch Brands :Watch Winders needs; some examples include- TAG Heuer http://www.tagheuer.com Technomarine http://technomarine.com Tissot http://www.tissot.ch Tudor http://www.tudorwatch.com Tutima http://www.tutima.de
  U Watch Brands:Watch Winders needs; some examples include- Ulysse Nardin http://www.ulysse-nardin.com Universal Genève http://www.universal.ch
  V Watch Brands :Watch Winders needs-- some examples include- Vacheron Constantin http://www.vacheron-constantin.com Ventura http://www.ventura.ch Vincent Calabrese http://www.vincent-calabrese.ch
  W Watch Brands :Watch Winders needs; some examples include-- Wenger http://www.wengerwatch.com
  X Watch Brands :Watch Winders needs; some examples include-- XEMEX http://www.xemex.ch/
  Y Watch Brands :Watch Winders needs; some examples include--YANTAR YAEGER-N.B. YAEGER: Watch Winder needs for "YAEGER":YAEGER(NBY) referenced under "N" Why?. Yeager is really (NBY) and therefore appears under N! Yema http://www.yema.com No results at this time.
  Z Watch Brands:Watch Winders needs; some examples include- Zenith http://www.zenith-watches.com

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