FAQ
Order, Shipping and Delivery :
1)When will I receive my order?
We aim to ship out your order within 2-3 business days of you placing the order. You will receive an email with your tracking number so that you can track the status of your shipment.
We ship orders Monday to Friday
2)What are the shipping costs?
We offer free shipping on orders over $199and a Flat shipping rate of $15 for Canadian addresses.
This does not apply to international shipments, including the U.S.
The shipping costs are calculated during the checkout process and depends on where you are located.
3)How do I cancel my order?
To cancel your order, it must be done before the product(s) have been prepared and shipped out.
Email website@bigtimewatches.ca to cancel your order.
4)Do you ship orders internationally?
We can ship orders internationally, but the shipping costs will vary depending on your location, and you may be subject to additional duties and taxes.
5)Can I track my shipment?
Once you have placed your order, we provide a tracking number so that you can stay up to date on the delivery of your purchased item(s).
6)What payment methods are accepted?
We accept Visa, Mastercard, American Express, Discover and PayPal as modes of payment.
7)Can I make a change to the shipping address?
You can make a change to the shipping address only if your order has not been shipped out from our warehouse.
Please contact website@bigtimewatches.ca to request a change to your delivery address.
Returns and Refunds:
1)What is your return policy, and how do I return my order?
You may return an item if it is in its original packaging within 30 days of delivery for a full refund.
If the return is the result of a damaged or defect item, we will also pay the return shipping costs.
Email us at website@bigtimewatches.ca to return your order.
2)When will I receive my refund?
Refunds are typically issued within four weeks of giving the package to the return shipper, but refunds are usually issued much faster.
If the four-week period has passed, and you still have not received a refund, please contact us.
Warranty and repair:
1)How long is the warranty valid for?
Most of our watches have a minimum two-year warranty.
To get more details about the warranty for your watch, refer to the warranties page.
2)If my watch gets damaged, does the warranty cover that?
The warranty only covers any mechanical issues with the watch and the battery is only covered for 6 months after purchase date.
3)Can I send my watch in for repair if it gets damaged or stops working?
At Big Time, one of the main services that we offer to customers is watch repair.
Simply go to one of our store locations to send your watch in for repair, or Fill out the repair request form on our website to start the return process.
4)How long does the repair process take?
Depending on the nature of the repair, it can take several weeks. Usually once we process your repair we will give you a time frame for the repair.
5)Does the estimate accurately represent the cost for the repair?
Most of the time, the estimate that is given is accurate, but there will be cases where the estimate may not reflect the cost of the actual repair. If there is an additional problem with the watch or an unforeseen issue, we will contact the customer before proceeding with additional repairs.
6)What happens if the watch cannot be repaired?
Our team of dedicated watchmakers will try every solution to repair your watch. If a watch discontinued or the parts no longer exist, we will try our best to find a suitable replacement for you.
Registration:
1)Am I able to register my watch on your website?
We have a form that allows you to register your watch with us and can be found under the services tab. This applies only to watches purchased on our website or in our stores.
2)How do I register my watch?
To register your watch, simply fill out the form provided on our website, found under repair services or click here.