FREQUENTLY ASKED QUESTIONS
WHEN WILL MY ORDER SHIP?
After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.
WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Spotalen cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
HOW ARE TAXES AND DUTIES CALCULATED?
For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.
For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.
ORDER INFORMATION & CONCERNS
I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please CONTACT US immediately. Once our warehouse has processed your order, we will be unable to make any changes.
MY ORDER STATUS SAYS "UNFULFILLED". WHAT DOES THAT MEAN?
"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."
WHY WAS MY ORDER CANCELED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com
THE WATCH I WANT IS SOLD OUT.WHAT CAN I DO?
Our most popular watches can sell out fast. If the model is going to be restocked then you can pre-order the product on the product page. The estimated shipping date is always listed on the product page. If it was a limited-edition watch then you can sign up for the wait list on the product page OR send us an inquiry at firstname.lastname@example.org.
HOW CAN I TRACK MY ORDER?
SPOTAEN supports online order tracking, you can view your order anytime, anywhere
WHEN DO YOU SHIP?
We send orders out Monday-Saturday 8:00am-6:00pm excluding holidays. If you order before 1 PM PST, then it will ship same day. Once your product has left our warehouse you will receive a confirmation email with a tracking number.
HOW DO I TRACK MY ORDER?
MY TRACKING NUMBER ISN'T WORKING. WHAT SHOULD I DO?
New tracking numbers usually take up to 24 hours to activate from the time you receive your shipping confirmation. If it's been more than 24 hours and your tracking number still isn't working, email us at email@example.com and we'll help ensure you get your package!
HOW LONG DO I HAVE TO CHANGE OR CANCEL MY ORDER?
WHAT IS YOUR RETURN/EXCHANGE POLICY?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
Please view our full return policy HERE
WHO COVERS THE COST OF THE RETURN?
At this time, The customer pays for the transportationthe customer is responsible for shipping any returned items back to our office. All returns and exchanges must be sent back within 30 days of original purchase. If you have any questions about a return please send us an email at email@example.com.We are more than happy to help!
The customer pays for the transportation
IS THERE A WARRANTY ON SPOTALEN WATCHES?
Yes, we offer a 24 month limited warranty that covers manufacturer's defects for two years after the original purchase date. If the watch parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. More questions?Please contact us through our email!
WHAT PART DFF THE WATCH CAN YOU ENGRAVE?
We only offer engraving on the side of the watch
CAN I CHOOSE BFTWEEN DIFFERENT FONTS?
Yes, of course. We have three fonts to choose from. You can select the font you want in the selection font
WHAT WATCHES CAN BE ENGRAVED?
Currently, we only offer engraving on the ST1605B, ST1605W, ST1703B, ST1705B watches. We are working to add more watches.
CAN I RETURN A WATCH THAT HAS BEEN ENGRAVED?
Customized watches are not eligible for returns.If it is a quality problem, we will send a new customized watch to you.
OH NO! I MADE A SPELLING ERROR OR I WANT MY MESSAGE TO BE CHANGED.HOW LONG AFTER I PLACE MY ORDER DO I HAVE TO CONTACT SUPPORT FOR REVISINS?
Our goal is to get every order correct. Our internal team audits all messaging prior to engraving. If you believe you made a spelling mistake or would like to change the phrase, please reach out to our support staff ASAP at firstname.lastname@example.org. We cannot promise your change request will be honored, but the sooner the request has been made the better chance we will have.