In addition to our website, our watches can be purchased from our authorized distributors around the world:
All goods returned for refund or replacement must be in as-delivered condition, with all original packaging and protective covers in place, regardless of the reason for the return. According to our 6 & 6 Guarantee, we will accept returns of goods in as-delivered condition for up to 6 weeks from the date of delivery.
Any items not returned in as-delivered condition will be subject to a minimum restocking fee of 20% or more, depending on condition.
While we do not typically charge a restocking fee on most returns, we reserve the right to charge a restocking fee up to 20% in special circumstances, including but not limited to return of goods not in as-delivered condition, or returns pursuant to a credit card charge-back or PayPal dispute.
If a customer finds some imperfection which is outside our quality standards, the item may be returned for replacement, or refund, at the customer's preference, so long as it is still in as-delivered condition.
If a customer's complaint is regarding something within our quality standards, the item may only be returned for a refund, not replacement, so long as it is still in as-delivered condition.
Once an item is no longer in as-delivered condition, it may not be returned for either refund or replacement. Only mechanical malfunctions will be addressed under warranty, not quality issues.
Do not return any item without first contacting us to arrange for a return authorization. All returns must be done according to our guidelines, using the address we provide, NOT the address of origin on the order shipment.
Returns for refund or replacement must be inspected prior to a refund being issued or replacement shipped, and may not be sent directly back to our order fulfillment center. Returning items to our fulfillment center will delay a refund, and incur additional fees, which will be netted from refunds.
Customers who ignore or fail to follow return shipping instructions assume all risk for lost shipments.
Refunds will be net of our actual shipping costs, even if shipping was not charged on the order. We do not pay return shipping costs on items returned for refund.
Refunds will also be net of any non-recoverable merchant processing and/or financing fees. Please understand that we can only refund that portion of a transaction which we actually received after fees collected by payments processors. It may be that your refund will be net of fees which Klarna, PayPal, and credit card processors will not reimburse once they are collected on a transaction, even if the transaction is later reversed in order to issue a refund. Please see below for more information.
As of October 11, 2019, refunds through PayPal will be NET of PayPal's transaction fees, which start at 2.94% per transaction in the USA, and 4.44% outside the USA. Please understand that this is PayPal's decision to keep customers' money, not ours.
Please inspect all goods carefully on arrival. Altering their condition by removing protective wrapping will be considered the customer's unconditional acceptance of their quality.
Please contact us immediately if you are unsatisfied with any item, for any reason, BEFORE altering its condition. We may ask for pictures or video showing the issue you have found.
Mechanical malfunctions due to parts failure or incorrect assembly are covered under our 2-year warranty. The warranty does NOT cover quality concerns customers may find on delivery or later. Quality issues are covered under our returns policy, only.
If a customer finds any issue which is not within our QC standards, and the item is still in as-delivered condition, we will arrange for a return for replacement, at our cost, including shipping.
Customers may also request a return for refund, rather than replacement, in accordance with our returns policy. Returns for refund will be at the customer's shipping expense.
If the item is no longer in as-delivered condition, but there is a mechanical malfunction due to parts failure or incorrect assembly, we will arrange to have it repaired under warranty, within 2 years of delivery.
All other quality issues must be addressed on delivery, prior to an item's condition being altered. We do not accept quality complaints as warranty claims.
Determination of what is or is not a defect is at our sole discretion.
If we determine a customer's complaint is an acceptable variation within our quality control standards, and not defective, the item cannot be returned for replacement or repair, but may be returned for refund if the item remains in as-delivered condition, within 30 days of delivery.
The parts for our watches are made by machines, then finished and assembled by hand. Due to manufacturing tolerances, necessary clearances between parts, and human fallibility, we cannot guarantee 100% perfection or uniformity without dramatically raising our prices.
In order to deliver a quality product to our customers, each component goes through multiple rounds of quality control prior to assembly, and each assembled watch goes through multiple rounds of quality control after assembly. During our QC, we separate defective components and mis-assembled pieces from those we consider acceptable variations.
Acceptable variations include unavoidable variations stemming from manufacturing tolerances, necessary clearances, and human fallibility.
Some are "judgment calls" we make when there's no objective measure or industry standard we can use. These may include but are not limited to alignment of fitted parts, evenness of finishing, small tool marks, and color differences in coated or lumed surfaces.
As a rule of thumb, we ask ourselves if we're comfortable having the watch used as an example of the quality we deliver, knowing it will affect the reputation of our business. If we're not comfortable with it, it fails QC.
Determination of what is or is not within our quality standards is at our sole discretion as a company. Customers have 30 days from the date of delivery to inspect and return any goods which do not meet their expectations, so long as returned goods are still in as-delivered condition.
We do NOT address customers' quality concerns under our warranty. The warranty strictly covers mechanical malfunctions arising from parts failure or incorrect assembly. All quality concerns must be addressed prior to an item's condition being altered.
Little quirks of operation or assembly are common with many watches, especially mechanical watches, and watches which employ compressible parts for water resistance.
Some crowns may require more deliberate handling to operate correctly or as expected, due to their fitment with other parts and assembly. The internal parts they're connected to may need some break-in use for lubrication to be evenly distributed.
Additionally, our watches are shipped within leather travel cases inside protective cardboard sleeves, which may show signs of shipping and handling.
Any concerns about the function of any components should be brought to our attention as soon as they are noticed, preferably on delivery, and prior to having goods inspected by third parties, which may void the warranty.
After six years in business, the most persistent problem we've faced is customers not understanding our returns policy, not agreeing with it, or perhaps never reading it.
Some folks seem to think it's not customer-friendly.
This is a small business. We produce new models in very limited numbers. If a watch is returned, but not defective, it goes back into inventory for sale. Every watch we produce must be sold to a customer, none of whom will accept it if they think it's been worn.
Some QC failures or returns for defect will be sold at a discount or added to our in-house collection, but most QC failures and returns for defect are sent for repair/re-assembly, after which they will be added back into inventory.
These are the reasons why we require all returns for refund or replacement to be in as-delivered condition, and cannot accept returns of items not in as-delivered condition.
We don't own the factory, which is overseas, and have very few employees. We have to be very efficient in our operations, particularly in how we handle repairs and re-assembly. Sometimes repair/re-assembly isn't handled until months later, when time allows, and often when we're running low on inventory for sale.
This is why we like to immediately replace any defects which slip through QC and make it to our customers. We want to be sure we have a replacement available to send to our customer, and that we are managing repairs/re-assemblies as a group, at the right time, so we can stay efficient, rather than managing one repair at a time, with our customer waiting.
This is also why we ask customers to carefully inspect their watch before altering its condition by unwrapping and wearing it.
If you find something wrong with your watch, please do not try to ignore it, thinking you might "get over it". We want to address all problems sooner rather than later. If you bring it to our attention later, we might not agree what you've found is a defect, or we may not be able to conduct a quick return for replacement or repair.
We will do everything we can do, within reason, to ensure our customers' satisfaction.
All orders placed through our site ship from the USA. You may also order from one of our authorized retailers, some of whom ship from their locations outside the USA.
Non-US customers, especially in the UK and EU - please understand that prices on our site do NOT include the VAT. You may receive a customs brokerage and VAT bill from your local courier.
Orders of in-stock items will typically ship within 1 or 2 business days. Order shipping may take longer during holidays and at other times, such as during pandemics.
You will receive email and text notifications with tracking links within 24 hours of your order being shipped.
If you have not received a shipping notification for in-stock items within 3 business days, please contact us to inquire about your order status. Please allow added time during seasonal and US Federal holidays, or during periods when shipments may be otherwise delayed.
You will be able to choose between FedEx or US Postal Service (USPS) at checkout. USPS will coordinate with another courier for final delivery in other countries.
Orders over USD $1000 will ship free. Otherwise, shipping charges will be calculated at checkout, based on order size, value, and items included.
Orders within the USA (including any overseas territories or APOs served by the US postal service) should typically be delivered within 2-5 business days of being shipped, possibly longer due to seasonal and government holidays, and in some cases may be delivered before tracking info is available, depending on proximity to where we ship from, and seasonal shipping volume.
Orders shipped outside the USA may take longer, depending on the service chosen at checkout, and customs clearance in the destination country, which has been taking longer recently due to increased terrorism.
Please allow extra time for order shipping during holidays and at other times when delays may occur.
It is not uncommon for shipment to appear delayed, due tracking system errors, or for tracking to stop entirely.
We appreciate our customers' patience with delayed shipments and tracking interruptions. We may ask for a reasonable waiting period before considering a a shipment missing or lost, based on location and time of year.
If your order does not arrive within one week of its expected date, please contact us.
We cannot falsify customs documents by marking orders as gifts. However, because some of our sales have been pre-orders, we provide our order fulfillment partners with the lowest pre-order price for all items, which will be the declared value on customs forms.
Our understanding from our non-US customers is that our shipping with the US Postal Service minimizes the likelihood of taxes being charged on delivery.
We'll ship just about everywhere, within reason. We reserve the right not to ship to any country known for high rates of online and credit fraud, terrorism, corruption, human rights violations, and cannot ship to any country with which the US government prohibits trade. Orders we receive but cannot ship will be refunded.
All packages are shipped with tracking and insurance, but not for full retail value. As such, we reserve the right to refund rather than replace an order, and will typically require a reasonable waiting period before considering a shipment as lost in transit, based on location and time of year. We do not require a signature for delivery.
Filing and recovering on a lost package claim can take some time, and may require a digitally-signed affidavit from customers, stating that a package was not received, before we can issue a refund. Lost package claims may be investigated by carriers, and fraudulent claims may be prosecuted.
Security and accessibility of a delivery location are customers' responsibility.
If you are concerned about the security of your delivery address, if your mailbox cannot accommodate larger packages, or if your mailbox isn't readily accessible due to security measures in place, please consider using an alternate delivery location for your shipping address, such as your place of work, a family member or neighbor, or a rental mailbox.
We cannot and do not take responsibility for packages which are stolen after being marked as delivered, or packages lost by couriers after attempting to make delivery, but were unable to gain access to your delivery location. Please be sure to consider this when providing your shipping address.
If you believe your order has been lost or stolen after delivery was made or attempted, please contact your local post office with your tracking number, and inquire with neighbors.
If your order was never delivered, please contact us so we can initiate a lost package claim.
If your watch comes with a bracelet, there are removable links in it, and the clasp has either a ratcheting expansion feature, or some micro-adjustment holes to provide a comfortable fit.
Removable Links with Solid Screw Bars
The removable links in our bracelets are held in place with solid screw-bars.
Be sure to use the correct size screw driver when removing the screw-bars, and don't force them. Using a screwdriver which is too small for the screw heads can strip them, making removal impossible, and requiring them to be drilled out. Stripped screw heads are not covered under warranty.
We recommend using a small bit of mild thread locker or clear nail polish on the screw-bar threads, to prevent the screw-bars from coming loose. Lost screw-bars and resultant damage to a watch are not covered under warranty.
If your clasp does not have an ratcheting expansion function, there will be additional end-link mounting holes on the sides of the clasp. These micro-adjustment holes enable smaller sizing adjustments than the removable links. The end-links can be moved to the other holes by compressing the ends of the spring-bars holding the end-links in place.
If All Else Fails
If you require assistance sizing your bracelet, most jewelers and any watchmaker can size a bracelet quickly and inexpensively.
If you are having difficulty re-attaching your bracelet to your watch, try switching the end-links or spring-bars around, and fitting them to the lugs on the opposite side of the case. Sometimes the holes in one end-link line up better with the lugs on one side of the case, or a spring-bar may have a slight bend in it.
Make sure the inner surfaces of the case, lugs, and bracelet end-link are all clean. You may also try using a small bit of lubricant to help the tips of the spring-bars seat correctly within the lug holes.
Automatic movements wind themselves, using a weighted rotor which turns as you swing your arm. If you are physically active while wearing your watch, automatic winding can keep it near full power, and performing at its best. Unlike hand-wind-only movements, a clutch mechanism in the movement prevents automatic movements from being over-wound.
Most automatic movements are bi-directional winders, wound by the rotor turning in either direction. The Miyota 9015 is uni-directional winding, with the winding rotation being clockwise, looking at the watch from the back:
You may sometimes hear or feel the rotor quickly spinning in the opposite direction.
Most automatics will take more than 1000 full rotations of the rotor to reach full power, so it may be necessary to also hand-wind your watch to keep it performing at its best.
Most movements can also be hand-wound using the crown, adding power to keep a watch running, and maintain accuracy, which will typically decrease as a watch winds down.
Hand-winding can be more efficient than automatic winding. The rotor will need over 1000 rotations for the watch to reach full power, but the crown will need much fewer rotations:
Seiko cal. series NH3x - Full power at 55 full rotationsMiyota cal. series 90xx - Full power at 40 full rotationsSTP series STP1-xx - Full power at 25 full rotations
When hand-winding, do not rotate the crown back and forth, in both directions. Wind the mainspring by turning the crown clockwise only. You may begin to hear a clicking sound when the mainspring is fully wound.
The crown can be either push-pull, or screw-down. Screw-down crowns are spring-loaded, and will pop out when the threads inside the crown clear the threads on the case tube:
Always make sure your crown is all the way in while storing or wearing your watch. If it's the screw-down type, make sure it's screwed down.
Do not force your crown in or out, and be careful while screwing it down, so it does not become cross-threaded or over-tightened.
Some crowns may need a bit of lateral pressure while being pushed in, to engage different positions.
Crown positions for winding, date setting, and time setting:
Most modern automatic movements are "hacking", which means the seconds hand will stop when the crown is in time-setting position.
Crowns on some newer watches may require a bit of use or break-in for lubricants inside the movement to be evenly distributed. While changing positions, you may find the crown slipping into a neutral, "free-wheeling" position where it does nothing. This should self-correct in a short amount of time, through continued use. Please contact us or one of our authorized distributors if it does not
If your watch displays the date, it should automatically change around midnight.
But if your watch has stopped, manually setting the date between 9pm and 4am can damage the date-change mechanism. If your watch has stopped, the time displayed could be am, or pm.
To avoid causing damage, first advance the hours until you see the date change near 12am, then set the watch to the correct time, then set the watch to the correct date, so long as the current time is not between 9pm and 4am.
The date will usually be advanced by turning the crown clockwise, however, with the Seiko NH35, the date is advanced by turning the crown counter-clockwise.
The movement in your watch should run reliably and accurately for years, but may require periodic maintenance.
Swiss mechanical movements should receive routine servicing or replacement no less frequently than 7 years. Japanese mechanical movements may need some lubrication to the rotor if it becomes loud, but should otherwise not need maintenance for at least a decade.
Mechanical movements are not typically as accurate as battery-powered quartz movements. Their accuracy can be affected by position, the power in the mainspring, and environmental conditions such as temperature.
Prior to shipping, all of our watches are adjusted to make sure they are running within the movement manufacturers' stated specs for accuracy. If you find your watch is not running accurately on delivery, please contact us.
The accuracy specs provided by the movement manufacturers are the average daily ratesof the multiple positions in which they're tested, and when tested at full power:
STP1-11 - Average daily rate of +/- 15 seconds/day, tested at full power (25 complete crown rotations, or 50 half-turns), measured in 5 positions of dial up, dial down, crown up, crown down, and 6 up, with up to 15 seconds/day of variance between positions, and up to +/- 20 s/d difference due to isochronism (loss of accuracy at less than 1/2 of full power).
Miyota 9015 - Average daily rate of -10 to +30 seconds/day, tested between 10 and 60 minutes of full power (40 complete crown rotations, or 80 half-turns), measured in 4 positions of dial up, 6 up, crown up, and crown down, with up to 40 seconds/day of posture difference, and 20-40 seconds/day difference due to isochromism (loss of accuracy at less than 1/2 of full power).
Seiko NH35 - Average of -25 to +35 seconds/day, tested between 10 and 60 minutes of full power (55 complete crown rotations, or 110 half-turns), measured in 3 positions of dial up, 6 up, and crown down, with up to 60 seconds/day of posture difference (12 up, 6 up, 9 up, 3 up), and 20-40 seconds/day difference due to isochromism (loss of accuracy at less than 1/2 of full power).
You may experience better or worse performance on the wrist, or over a 24 hour period, based on activity, ambient temperature, and power in the mainspring.
Your watch will become less accurate as it winds down, and may not run within spec at less than 1/2 of its full power reserve.
If a watch is dropped or suffered a hard impact, it may affect the balance, causing it to run fast or slow, and require adjustment by a watchmaker, which is not covered under warranty.
If you find your watch is running extremely fast, gaining minutes per day, its movement has most likely become magnetized. Magnetic fields are very common, and your watch can become magnetized easily due to proximity to computers, speakers, and mobile devices. Your watch may even have been magnetized during shipping.
Demagnetization is something which can be done quickly and inexpensively by any watchmaker, or using inexpensive degausser (demagnetization) machines available online, or by setting your watch on the anti-theft device pads located at many stores' checkouts. Demagnetization of your watch is not covered under warranty
Be sure to check our authorized distributors' websites. They may have more of something which is sold out on our website.
We may or may not make more of a sold out model. If we do, we'll announce it in our email newsletter (subscribe at bottom right of page), and on social media.
We don't do many sales. If we do have a sale or a pre-order, we'll announce it in our email newsletter and on social media when it starts.
All customers are automatically enrolled in our loyalty rewards program, which generates coupon codes based on how much our customers have spent in our store.
Orders over USD $1000 will automatically ship free.
These are the only discounts available - loyalty rewards, and free shipping on large orders.
Except for some limited editions, NTH watches do not have any identifying numbers, and we do not let customers request specific numbers.
We are unable to accommodate special requests for changes to products.
We don't have printed catalogs. Our website is our catalog. You're on it. No mailing or waiting necessary. You're welcome.
Please see our Authorized Distributors for a current list of our distributors. If there's a distributor you like to buy from, please pester them to contact us about carrying our watches.
We stock a limited supply of some parts, such as bezel inserts, crystals, and crowns.
We do NOT stock all parts, and we do NOT supply parts for modifying watches. We do NOT sell dials, handsets, or movements.
We do not sell case parts, like case backs, or bezel assemblies, or individual bracelet links or bracelet screws.
Replacement bezel inserts can be purchased, and are available in the accessories section of our website.
Yes. We have dozens of awesome, unbiased, objective reviews from professional reviewers, and hundreds of reviews from happy customers.
Unbiased reviews - we do not supply bloggers or "social media influencers" with free products or discounts in exchange for reviews, photos, video, or positive mentions on social media.
If you are a blogger or member of the press and would like a sample for review and return, please contact us. Please understand that we will assess review requests by considering the size of a blog's audience and give preference to bloggers we've worked with in the past.
We do not "collaborate" with any "social media influencers", where such collaborations involve an exchange of product or compensation for social media "exposure". Inquiries from social media influencers will be ignored. Any rude messages we receive may be posted to our social media accounts, for our friends and fans to ridicule.
We make watches the same way all other brands make them. We primarily use Swiss or Japanese movements and other components made globally, and outsource final assembly.
We do not share our vendors' names, or divulge information which is proprietary to our business.
Unfortunately, we cannot edit orders once placed.
If you ordered the wrong item by mistake, we can cancel and refund your order, and you can submit a new order for the correct item.
Coupon codes generated by our website do not expire, so the code can be used on a future order.