1. Order Preparation

Most orders require approximately 5–10 business days for sourcing, production, customization, inspection and preparation before shipment.

Preparation times may vary depending on factory workload, product availability, customization requests, quality-control results, holidays and seasonal demand.

Shipping transit time begins after the order has been dispatched and does not include the preparation period.

2. Secure Packaging

Every watch is carefully protected before shipment. Products are wrapped in multiple protective layers, including impact-absorbing bubble wrap, and placed inside suitable outer packaging to reduce movement and protect the item during transit.

We have used this packaging method throughout approximately two years of international order fulfillment and have found it to provide reliable protection under normal shipping conditions.

3. Estimated Delivery Times

These periods are estimates and not guaranteed delivery deadlines. Delivery may take longer because of customs inspections, carrier congestion, public holidays, weather, local delivery conditions, security checks or other circumstances outside our reasonable control.

4. Customs and Import Processing

Customs processing is arranged and managed by our shipping operation for supported destinations. Where the selected shipping method includes duties, import charges or customs-clearance services, these will be handled by us or our logistics partner.

If any destination-specific tax, duty, identity verification, customs declaration or additional payment is not included in the selected shipping method, we will inform the customer where reasonably possible.

Customers must provide accurate recipient information and cooperate with any lawful customs or carrier request. Customs clearance timelines are controlled by the relevant authorities and cannot be guaranteed by Custom Watches.

5. Tracking Information

Tracking information will be provided after the order has been dispatched and the carrier has activated the shipment record.

Tracking updates may not appear immediately. In some cases, the first update may occur after the package reaches a regional or international transit facility.

6. Customer Delivery Responsibilities

Customers are responsible for:

• Providing a complete and accurate delivery address;
• Providing a working telephone number and email address;
• Monitoring tracking updates and delivery notifications;
• Being available to receive or collect the package;
• Responding promptly to carrier or customs requests.

7. Unclaimed or Refused Packages

Packages that are not accepted, collected or successfully delivered may be automatically returned to the sender by the carrier.

This may occur because of an incorrect address, unsuccessful delivery attempts, failure to collect the package, refusal of delivery, failure to respond to the carrier or failure to complete a required customs procedure.

If a package is returned for one of these reasons, we will contact the customer after the return has been confirmed. Reshipping costs, return-carrier charges and any related costs may be deducted from the refundable amount or charged before reshipment, where permitted by law.

The original outbound shipping charge is generally non-refundable when delivery failed because of incorrect customer information, refusal, non-collection or lack of cooperation with the carrier or customs authorities.

8. Delayed Shipments

A shipment is not considered lost solely because it has exceeded the estimated delivery period. International packages can experience temporary delays without being lost.

If tracking has not updated for an extended period, please contact us. We will request an investigation from the carrier or logistics provider where appropriate.

9. Lost Packages

If the carrier officially confirms that a package has been lost in transit, we will review the order and offer the applicable remedy, which may include replacement or refund, depending on the circumstances and available shipping protection.

A lost-package claim cannot normally be completed until the carrier has finished its investigation.

10. Damaged Packages

Please inspect the outer packaging before opening it. If the package appears damaged, crushed, opened or tampered with, photograph or record the package before and during opening.

Any shipping-damage claim should be reported to us as soon as possible with clear photographs or video of the outer packaging, shipping label, inner protection and product condition.

Discarding the packaging before the claim is reviewed may prevent the carrier from accepting the damage claim.

11. Address Changes

Contact us immediately if you need to correct your delivery address. Address changes cannot be guaranteed after an order has entered preparation or has been transferred to the carrier.

We are not responsible for delivery problems caused by an address that was entered incorrectly by the customer and could not be corrected before dispatch.

12. Contact Information