III. Shipping, Warranty & Troubleshooting
What is the Vaer 2-Year Warranty?
We stand behind our products, in which Vaer offers a warranty of 2 years from purchase. This warranty is for the original owner and is non-transferable. If you experience any issues due to defects in…
What is the Vaer Return Policy?
You have 30 days to return your goods in new/unused condition. If your watch or straps show any signs of wear, you will either be charged a 15% restocking fee or your return will be rejected (dependi…
My watch case scratched - is this normal?
Scratches happen, and patina is part of what makes your watch yours. There are a couple of routes you can go down with watch scratches. - Repair of the scratches - we honestly don't have too much exp…
My crown action feels “rough”, what does this mean?
A rough crown action is typically caused by extra residue on the case tube. This rough feeling should quickly loosen up with wear.. A couple of easy (but sort of weird) solutions to this issue: Use d…
If I order from outside the United States, will there be additional taxes or tariffs?
We're happy to ship our watches all around the world, but each country does have their own rules and regulations around imports and import taxes. Your country may require you to pay import fees, cust…
Is it possible to scratch sapphire crystal glass?
While sapphire is the most scratch resistant material used for watches, if you impact it hard enough, it can still scratch. The sapphire crystal we use isn't proprietary or custom to Vaer - sapphire…
My automatic watch is gaining (or losing) more than 1 minute per day - what do I do?
Most of the time, variance in mechanical timekeeping is caused by magnetization. Don't worry, this issue can be easily resolved. If your watch is gaining or losing more than 1 minute per day, the wat…
Why is my package coming from Kansas City?
This is where our warehousing and fulfillment is located. Great question! Finding a reliable warehouse with a great fulfillment team isn't an easy task. We searched high and low for a team that had v…
Why is my date changing at noon instead of midnight?
Your watch is simply set at 12 hours advance (or late). All you need to do to fix the issue is to adjust the watch 12 hours forward and the date will change correctly. While trying to set the time, o…
How long does Vaer Service take?
Our current service timeline is 4-6 weeks from receipt. Return shipping is included in your warranty or service cost. If you need a repair completed on a faster timetable, we recommend taking your wa…
Why doesn’t my second hand hit directly on the markers?
If you've purchased a quartz watch and discover that the second hand is not perfectly aligned with the dial markers, don't freak out. Detail is a common sign of quality in watchmaking. However, when…
What should I expect in terms of my automatic watch accuracy?
We regulate our watches to -5/+15 seconds per day. A general rule of thumb for automatic watches is accuracy within 25 seconds per day, and most factory specs are within 30 seconds. "Chronometer" (CO…
My package is marked as delivered, but I haven’t received it
We have found that carriers occasionally prematurely scan items as delivered. Give it 48 hours to see if the package arrives. If not, we recommend checking with your neighbors to see if they've recei…
My automatic watch is gaining (or losing) more than 1 minute per day - what do I do?
From the sounds of things, the watch has become "magnetized" - this can happen to any automatic timepiece from a variety of everyday circumstances.. There are a few routes we can take here... If you'…
My watch is on Pre-Order, what does this mean?
We do allow orders to be placed despite being on backorder. Your payment instrument will be charged at the time of order to hold your goods. Your item is on "Pre-Order" if the product title of the it…
Can I change the order information on my Vaer purchase after it is placed?
Unfortunately, once an order is submitted to our warehouse we are not able to change any information in the order including the shipping address, shipping speed, or items within that order. If someth…
Can my spring bars be replaced or removed?
Our "Quick Release" straps house embedded quick release spring bars that cannot be removed. Our "Single Pass" straps come with 20mm spring bars, which can be installed and removed. If you happen to l…
My package is lost, what do I do (with OrderProtection.com)
Fortunately, if you purchased OrderProtection.com with your order, you're all covered. In order to resolve your issue, you can find a link to OrderProtection.com in your order confirmation email - th…
What are Vaer Shipping Details?
Shipping Please allow up to 3 business days of processing for orders. This time is in addition to quoted shipping speeds for each shipping option. We appreciate your patience! Domestic Shipping withi…
