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Service & repair

service & repair

Common Questions

frequently asked questions

Repairs & Services

Do I have to come in to a store to have my watch serviced and/or repaired?

No. If you are unable to go to a Tourneau store location, we offer a mail-in service for you to easily complete to have your timepiece shipped to our centralized service center.

How is pricing determined for services and repairs?

Tourneau provides estimates, free of charge, on any timepiece that has been dropped off for repair. Estimates are based on the total cost for the needed repair, separated into two categories: necessary and optional. Necessary repairs, such as timing and water resistance, restore the watch to factory specifications. Optional repairs, such as crystal, hand, and dial replacement or case/bracelet refinishing, typically enhance the appearance of a watch without having a direct effect on its performance.

How long does it take for my watch to be serviced when sent to the service center?

It depends on the complexity of the timepiece and parts availability. Most factory repairs take about 6-8 weeks.

Are services and repairs offered for certified pre-owned watches?

All CPO watches sold at Tourneau are covered by a two year warranty similar to that of a manufacturer warranty.

Can I have my watch serviced by Tourneau even if I didn’t buy it there?

Yes. We provide service for a variety of brands not sold by Tourneau but purchased from other retailers.

How often can I use the 5 Point Check-Up?

You can use it one time a year.

Why does my watch need regular servicing?

The movement of your watch needs to be cleaned periodically since oil inside it becomes dry over time. If the watch is running slow or fast, it may be necessary to have the movement checked.

How do I mail my watch to the service center?

Complete and print out the service request form. Mail the completed form with your watch in a secure box (without the original manufacturer's presentation box) properly cushioned (include image) by insured parcel to our centralized service center located at:

TWI-LICR
3100 47th Avenue
5th Floor
Long Island City, NY 11101
Attn: Dept. 246

Should I insure my watch when shipping it to the service center?

Yes we highly recommend insuring your package.

How much should I insure it for?

Insure the shipment for the watch’s retail replacement value. We recommend requesting a signature confirmation service from your shipping carrier so you can then track the package.

How can I check on the status of my repair?

You can check the status of your repair by entering your service number here. You can also contact our Call Center at (888) 564-1053 from Monday - Friday, 9:00 am to 5:00 pm EST.

What brands does Tourneau service/repair?

Tourneau services and repairs over 100 different brands that are not always sold by Tourneau.

How can I send my watch in for service without paying for shipping?

You may drop off your timepiece at your nearest Tourneau store.

Warranty

What is covered under my service warranty?

The service warranty covers the movement of the timepiece for a period of 24 months from the date picked up. This warranty does not cover damage resulting from misuse, impact, neglect, abuse or other external parts.

Straps

What does a new strap cost?

The cost of a new strap can range from $50 to $500, depending on the size/length material, and brand.

Where can I purchase a new strap?

You can purchase a new strap at any Tourneau store near you. You will also be professionally measured to ensure an optimal fit.

What branded straps does Tourneau carry?

Tourneau sells both its own line, which can fit a variety of watches, as well as those specific to the brands we carry. Just inquire with a sales professional.

How long does it take to special order a strap?

The time frame for a special strap order varies, depending on the material, color, and size. Many straps are manufactured overseas, so a special strap can take anywhere from 2 weeks to 2 months to arrive.

Can I check the status of my special order?

The status cannot be checked online, but you can contact the service department of the Tourneau store that ordered the strap.

How can I make adjustments to the size of my bracelet?

You should visit a local Tourneau location to have your wrist measured correctly, ensuring that the adjustment to the bracelet is correct and comfortable.

Technical

How do I know if my watch needs a new battery?

If the watch starts to run slow or stops, a new battery is needed. It’s important to change the battery every 1 to 3 years because when it’s old, it can leak acids and damage the movement of the watch.

How long should a battery typically last?

A new battery should last for about 1 to 3 years.

How do I open the crown of my watch?

There are several ways to open the crown, depending on the type of crown/movement of the watch. Some crowns screw out while others are pulled out. You should always refer to your watch manual or visit your local Tourneau store.

How do I set the date and time?

To set the date:
1. Pull out the crown gently to position.
2. Turn the crown clockwise until the desired date appears in the date window.

 

WHY SERVICE & REPAIR? common questions Learn More

FOR AUTOMATIC & QUARTZ WATCHES technical questions Learn More

EXTENSIVE COVERAGE Tourneau warranty Learn More