Frequently Asked Questions
What is Diamondeau®?
Diamondeau® is our exclusive created substitute for a natural mined diamond. Diamondeau® is produced from zirconium dioxide (ZrO2) in a laboratory passing through many scientific procedures to produce the gorgeous simulated diamond we bring you. The finished Diamondeau® is clear in color and clarity, unlike most mined diamonds which would contain inclusions. The physical characteristics of Diamondeau®, such as hardness of 8 on the MOH's scale, a refractive index (brilliance) of 2.17, a higher dispersion (fire) than diamond of 0.066 all make it durable, inexpensive and indistinguishable from a mined diamond with the naked eye.
Why Is There A Price Difference In My Country?
When pricing our products for international markets, we take into account a number of factors such as shipping costs, taxes, import duties, and currency exchange rates. These variables can differ significantly from country to country and can result in higher prices compared to our domestic offerings.
Additionally, we strive to provide the same level of quality and service to our international customers as we do to our domestic ones. This can also impact the price difference, as we may need to incur additional costs to ensure that our products meet local regulations or standards.
Please rest assured that we constantly review our pricing strategy and do our best to provide our customers with the best possible value for their money.
Tracking an order who do I call and how do I do it?
You are able to call our Customer Services on 1-888-768-4468 between 9am-5pm, Eastern Time. Monday to Friday. You will need your order number that was emailed to you or provided at the end of your call. If you do not have your order number, then please call our Customer Service team who will ask for additional information to look up the account.
What are your opening times?
You are able to place an order 24 hours a day, 365 days a year.
Customer Services are open from 9am - 5pm, Eastern Time, Monday to Friday
How long will my order take to arrive?
Domestic (Including US Overseas Territories):
Most of our customers experience delivery within 5-7 business days, although we do allow up to 28 days for delivery.
If you require your delivery to be sooner then please telephone our sales team on 1-800-733-8463
Shipments to Canada are usually delivered within 14 business days, although due to customs clearance time we ask you to allow up to 28 business days for delivery.
Please allow up to 28 business days for delivery, although most will arrive sooner. Shipment time is highly dependant on the recipient country, so we are unable to provide estimates for international shipments.
How will my order be shipped to me?
Shipping to a physical address in North America - DHL E-Commerce / USPS
Shipping to a PO Box address in North America and Canada - DHL E-Commerce / USPS
Shipping to Canada - USPS
Shipping International (EU & Worldwide) - FedEx
What Is DHL E-Commerce?
Packages sent via DHL E-Commerce will be shipped from us by DHL and sent to your local post office. USPS will then deliver the package to your delivery address.
My promotional discount has not been taken off my order total?
There could be several different reasons why a discount code is not applying. Please check the following:
1. Ensure that there are no spaces between any of the characters (EG. AA 1000 should be AA1000)
2. Are you ordering any close out items? These are not related to any other promotional offer
3. Is the promotion still valid? Some promo codes are only valid for a limited time, especially for our promotional emails.
if you are having problems getting a promotion code to work, then please call our Sales Team and if the code is valid they can place the order over the phone for you until our tech's can fix the code on the site.
Is it possible to obtain extra links for my watch or bracelet?
You may obtain extra links for your watch. You will ned to call Customer Services on 1-888-768-4468 between 9am and 4.30pm, Eastern Time, Monday to Friday, detailing which product you require additional links for. Most of our bracelets are non-adjustable, but we will provide links if it can be adjusted. Links will be provided free of charge within the 30 day return policy, after which there will be a small charge.
Am I able to re-size any of your rings?
Most of our rings are able to be resized. Rings with a sterling silver base metal are usually able to be adjusted, while usually stainless steel rings are not. We suggest you take your product to a local jeweler. The size and setting of stones can also make sizing more difficult. Alternatively, to help you find the perfect fit use our ring size chart at the footer of the website.
If your ring is a little large, we may be able to provide a ring guard (subject to availability) that would fit inside the ring to make it secure. Please use the Contact Us form and provide us with your order details and we'll get back to you.
How do I make the watch band smaller?
You can take the watch to any local jeweler who will perform the 5 minute process to adjust the size of the band.
If your leather watch band has a deployment buckle that you are having problems adjusting, click here to see how to adjust it.
Which states charge sales tax?
Sales Tax is charged at the state rate for 47 states at the local state tax rate.
Can I send a check or money order?
Yes, you can send in a check or money order to us at:
10701 NW 140th St
However, due to our fraud prevention program, checks and money orders can take up to 30 days to clear our vigorous checks. To expedite this process, please write your driving license number on the back of the check. Please do not send us cash payments.
Can I make changes to an order?
You are able to change items from your order. To do this call our Customer Services on 1-888-768-4468 between 9am to 4.30pm, Eastern time, Monday to Friday
Please note, however, if your goods have already been shipped we will not be able to make any changes once the goods have been sent
How do I return an item under warranty?
Please call our toll free customer services (1 888 768 4468) to arrange any warranty work.
Can I order replacement/alternative bands?
We do carry replacement bands for most of our watches, although for older models that are no longer manufactured we cannot guarantee availability. You can call our toll free customer services line on 888 768 446 between 9AM to 4.30PM to order replacement/additional bands.
How do I change the battery?
The vast majority of our quartz watches take very common watch batteries that you can have replaced by a local jeweler; remember to ask the jeweler to ensure the watch is water resistant after the back has been removed.
What is A Watch Chronograph?
Put simply, chronograph is just another word for a stopwatch. The word chronograph comes from the greek "chronos" meaning time, and "graph" meaning to write. The layout and features of a stopwatch can vary depending on the type of movement used, but each will be capable of measuring seconds, minutes and sometimes hours by utilizing the push buttons on the side of the case. Some movements can even measure time as accurately 1/10th of a second!
How long is the warranty for?
We are so confident with our products, that all our timepieces carry our world famous 5 year movement warranty.
You can also purchase an extended 5 year warranty to give you a full 10 years piece of mind.
All other items carry a 1 year manufacturers warranty.
What is your return policy?
To return an item it must be sent in its original packaging, complete and in saleable condition.
Products and/or jewelry cannot be sized or altered, nor watch links removed. If the product has been sized or altered, the product will not be accepted for an exchange or return. Personalized or engraved jewelry items may not be returned unless it is defective or not as ordered.
Items purchased that included an additional bonus gift, both the original item, and the bonus gift must be returned to receive a refund, or exchange.
If the product is not returned in its original packaging, a 20% administration fee may apply.
Earrings must be returned unworn and in the sealed package they arrive in. Worn items will be returned and no refund issued.
Shipping and handling charges are non-refundable for preference returns.
If you are returning an item that was purchased as part of a matching set, then you will be charged the full price for the item(s) that you keep, and the difference will be refunded.
E.g. A watch and ring set purchased for $299. The ring is returned for a refund and the watch is kept. The watch if purchased individually costs $199 so the refund is $100.
Timepieces International reserves the right to refuse credit, or exchange of any item returned incomplete, or in a non-saleable condition due to negligence, damage, and or abuse, and the customer will be notified. All documents included with the product must be returned. Any items that we cannot accept will be returned at the customer’s expense.
If a return form was included with your order there is no need to contact Customer Service. Simply complete, and return the form with your order.
If a return form was not included with your order or you no longer have it, a return authorization number is required. This can be obtained from our Customer Service Department. Packages returned without a return authorization number clearly marked on the outside of the package will not be accepted. A return authorisation number does not guarantee exchange or refund of an item.
Return postage and insurance are your responsibility. Any return charges billed to us will be deducted from your refund. When returning your package, we always recommend that you send the package signature required. We cannot be held responsible for packages that are not received by us.
If you have any queries or need help with this, you should contact Customer Services on 888 768 4468
We cannot ship products to Russia, Mexico or Nigeria. Other locations may be restricted at our discretion