Return/Exchange Policy

By submitting orders using any means (via Online, Fax, Phone, etc.) customers acknowledge and agree to our posted policy stated below:

Return/Exchange Period & Steps

Returns or Exchanges within 30 Days!

We provide a REFUND PLUS A NO RESTOCKING FEE  for most items that are returned in new and unused condition in the original packaging within 30 Days from your invoice date!

Outbound shipping charges will be deducted from the refund including orders with free shipping.

To return or exchange an item, please follow the below steps:

  • Step 1) Submit a Return or Exchange Request.  Please click here to submit the Return or Exchange Request.  All return items must be authorized with a Return Merchandise Authorization (RMA). The return address to ship your item back will be provided with the RMA#.
  • Step 2: If your item is qualified for return or exchange, the RMA will be emailed to you within 3 to 7 business days after return or exchange request has been received.
  • Step 3)  Returning Product with an RMA NUMBER: Please print the RMA and follow the instructions on the RMA to return your item.  All items must be returned in original condition, including the original packaging, containers and all documentations.  For watch returns:  If watch item(s) have been worn, used, scratched or plastic covering lenses have been removed, it cannot be returned.

Custom-made items or special orders are not returnable.

Outbound shipping charges will be deducted from the refund/exchange including orders with free shipping.  Customers are responsible for the return shipping charges.

Multiple Item Shipments – If you received all or a portion of your multiple item shipment and decide to return your merchandise, you can return your merchandise under our normal return policy.

Used Items or items showing any signs of use (such as scratches, marks or broken pieces) or items without intact original packaging or manuals are not returnable or refundable.

A refused shipment – we will issue a refund less a 25% handling fee based on invoice total and less all outbound and inbound shipping charges.

Items returned without a Return Merchandise Authorization (RMA) or items that are returned to an unauthorized return address – the manufacturer’s address:  Refunds will be issued less at least 25% handling fee and inbound/outbound shipping.  Item must be in original condition and include original packaging, manuals, and paperwork otherwise refund will not be issued.  If the item is returned to the manufacturer’s address in error, the refund will be issued after we received a credit from the manufacturer.  We reserve the right not to issue refund for the items return to unauthorized addresses.

Please insure the package. Damaged merchandise will not be accepted for store credit, refund or exchange.  For a quicker return process, please ship the return package via UPS , FedEx or the original outbound shipping method used.

Returns of oversized items shipped by freight – a return fee may apply.  If your order comes with a packaging removal services, it is the customer’s responsibility to ask the trucking company to keep the original packaging if you decide to return the item.  Grandfather Clocks that have been set-up are not returnable or refundable. Custom-made items or special orders are not returnable or refundable. Please do not refuse the shipment unless the merchandise is damaged or you will be charged for a refused shipment fee 25% of invoice total plus all shipping charges.

Free Ground Shipping

FREE GROUND SHIPPING on most items in the U.S. Contiguous 48 States*!

Free shipping offers will be noted on the product page for all products that have free ground shipping offer.

* Free shipping is not available in Hawaii, Alaska, Puerto Rico, Virgin Islands or Canada.  We do not ship most products to outside of the U.S.  For international orders, customer is responsible for all import duties due to your government.  Shipping charges may apply to some products due to the size.

Products

Product Authenticity Guarantee

We are the Authorized dealer for all products we sell.  All products we sell are AUTHENTIC and carry a manufacturer’s warranty.  All products we sell have been tested prior to leaving the manufacturing facility.

We stand behind most products we sell for ONE FULL year manufacturer warranty support from the invoice date if the manufacturer provides at least one year warranty.  We will be happy to assist to replace or repair any defective items at no charges if noted on the manufacturer warranty.

Please contact us regarding terms regarding used and antique clocks, watches, and pocket watches.

Product Information

Key-wound Clocks:

The key-wound clock has a mechanical movement, Needs to be wound every 7 days (has an 8-day movement).   Most of key-wound clocks have chimes and/or strike on the hour. Some have chime & strike silent feature. Quarter chime clocks chime every 15 minutes.

Quartz Clocks:

These clocks are operated by batteries and some quartz clocks have chimes and strike on the hour. Some of them are time only clocks.

Cuckoo Clocks:

  • 1 – day cuckoo run 24 hours, 2 weights
  • 1 – day musical cuckoo clocks runs 24 hours, 3 weights
  • 8 – day cuckoo clocks run 8 days, 2 weights
  • 8- day musical cuckoo clocks run 8-days, 3 weights

Assemble and Adjustment Required

Most of our products may require some assembly and/or adjustment.

Policy Change Note:

Our prices, product specifications and policies including return & exchange policies are subject to change without notice.  Customers agree to our current posted policy when an order is submitted by internet, phone, email, mail or any methods.  We do our best to provide you with the most accurate and current information on our website. When typographical errors occur and we become aware of this we will correct the information immediately.  Errors in discounts, pricing, stocking etc. will not be honored.  We will continually and consistently strive to provide the most current and accurate information on a consistent basis.

Free Services Note:

  • If you would like to keep the packaging, ask the trucking company at the time of delivery.
    We will do our best to provide all free services possible. However, we do not guarantee any free services are available for all orders or all areas.
    The Free Grandfather Clock Setup Service will be expired 30 days from your invoice date.
    Unfortunately, we are unable to guarantee any ship dates or delivery dates.
Item Finish, Color, Design and Measurement

Actual color or finishes may vary from product photography shown on this web site.  Variables such as screen computer screen resolution, item placement, lighting may change the way finish is perceived.

The dials or pendulums might be slightly different than from product photography.

The product measurements may vary slightly (i.e., up to couple inches difference).  Product overall measurements are from the furthest points of a product. This is not considered a defect or incorrect item.

Product with a distressed finish: Distressed finishes are done to give a look of aged to a painted, stained, or pre-finished surface. Each individual products with distressed finishes are unique will have a variation from the photo shown on our site.

Product Pricing and Specifications

Our prices and product specifications are subject to change without notice.

Customer Service

Ship Date

We strive to ship your orders as quickly as possible.
The regular business days for shipping or delivery are from Monday through Friday.  The calculated ship timeframe does not include the date the item was shipped out.

Once shipped, it will take a few additional business days to deliver. We ship most of our products via UPS ground. For ground shipping, we do not guarantee the ship date or the delivery date.  If you need to receive your order by a certain date, we recommend you to ship your order via Air shipping (For grandfather clock or furniture item delivery, it will take additional days to deliver. The Occasion Date on order, if indicated, is for informational purposes only. We do NOT guarantee receipt of order by the occasion date.  We do NOT guarantee any ship date or delivery dates.

Order Tracking

We proactively keep you up-to-date on your order status via email. Please check your email for the latest updates. For security reason, the tracking information can only be provided online or via email.

Shipping Information

We are unable to change “Ship To” address or any shipping information after orders have been processed.  Customers can attempt to call shipping carrier to change to ship to address or any shipping information.  However, we are not responsible for and we do not guarantee any changes.

An additional $10 correction charge and a subsequent re-shipping charge will be added to all orders requiring re-shipping due to incorrect address at time of purchase.

The Free Ground Shipping we provide is paid by us.  However, if an item is returned, those charges will be deducted from the invoice total of the return order.  Please refer to our Return/Exchange policy.

Oversized Item and Freight Delivery Policy

Oversized items such as grandfather clocks or curio cabinets will ship via reliable trucking freight company.  They will carefully transport your merchandise.  Once the item is shipped, normally, it will take approximately 5 to 10 business days or more for delivery depending on customer shipping address.  Once the item has arrived within proximity of local area, the trucking company will call you to arrange the delivery time with you. Trucking company schedules are Monday through Friday during their regular business hours.   Delivery unpacking and packaging removal are free for select grandfather clocks and furniture items.

It is the customer’s responsibility to open the box and carefully inspect the item upon arrival, before signing the delivery papers and before the freight carrier leaves.

Please inspect the outer shipping box very carefully. If you see any damage or possible damage condition on the shipping box, it is important to select “YES” on the “Is there damage to the exterior packaging?” field. If this option is not available on the delivery paper, please also note this in writing on the delivery papers.

Shipping damage happens rarely.   If any visible damage is observed you should choose one of the following:

(a) (if minor damage) carefully make detailed notes of all the damage or issues on the delivery papers and take photos of the issues or

(b) you should make a detailed notation on the delivery papers describing the damage or issues, take photos of the issues and then refuse the shipment.

Please do NOT discard the original packaging.  Immediately, on the same business day, call us at 1-781-593-1333 or email sales@www.phillipsclockshop.com.  We will guide you through the steps of resolving the problem. It is critical that these steps be followed, or it will be customer’s responsibilities to resolve any issues at customer’s cost.

Multiple Item Shipments – If you received all or a portion of your multiple item shipment and decide to return your merchandise, you can return your merchandise under our normal return policy.

Note:

  • If you would like to keep the packaging, ask the trucking company at the time of delivery.
  • We will do our best to provide all free services possible. However, we do not guarantee any free services are available for all orders or all areas.
  • It is the customer’s responsibility to ensure products purchased will fit in desired location within delivery – Adequate clearance will be required for delivery.
  • The Free Grandfather Clock Setup Service will be expired 30 days from your invoice date.
  • If the grandfather clock or furniture item is shipped via UPS, FedEx or any small Freight companies, the White Glove Delivery & Setup service will not be performed.
  • Unfortunately, we or the trucking companies are unable to guarantee any ship dates or delivery dates.  Trucking company schedules are Monday through Friday during their regular business hours. Additional fee may apply if requesting a special delivery appointment outside of trucking company’s regular delivery hours or if a specific delivery timeframe is needed.
  • Please do not refuse the shipment unless the merchandise is damaged.  Or you will be charged for a refused shipment fee 25% of invoice total plus all shipping charges.
Free Grandfather and Floor Clock Setup

We provide Free In-House Grandfather Clock Setup for Most Grandfather clock purchases.  We will do our best to provide this free service possible.  However, we do not guarantee any free services are available for all orders or all areas.

Expedited Shipping

Expedited Shipping Charges: you can look up the air shipping charges for your location on the payment/shipping selection during checkout:

Step 1)  Please add the item you’d like to order to your shopping cart
Step 2)  Click on “Check Out”
Step 3)  Fill in your Bill to & Ship to information
Step 4)  Click on “Continue”
Step 5)  Under “Ship Via”, you will see the air shipping charges for your location

We can expedite your order via Next Day Air, 2nd Day Air or 3rd Day Air, where available.  If you have any questions regarding our AIR RUSH SHIPPING, please call our sales at 1-781-593-1333 .

Normally, Air rush orders will be shipped next business day or 1 to 2 business days.  However, some items will be shipped in 1 to 3 business days.  All express shipping fees: next day air, 2nd day air, 3rd air and priority mail, are non-refundable for any reasons.

We provide Free Ground Shipping on most items.

Air shipping services are not provided for Grandfather clocks and Floor clocks.

Warranty and Technical Support

We are the Authorized dealer for all products we sell.  All products we sell are AUTHENTIC and carry a manufacturer’s warranty.

All warranty services and repairs need to performed by the manufacturer.  We do not provide warranty services.

Item Not Working Properly

Most products require slight adjustments and some assembly in order to make them work properly.  We highly recommend that you contact technical support if your item is not working properly.

All products we sell come with a manufacturer warranty.  If you think that your merchandise has any defects in workmanship or material, please contact us within 30 days from your invoice date.  You must keep the original packaging and the original shipping label on your package..

If a product defect is reported to us after 30 days from your invoice date, customer needs to contact the manufacturer for warranty assistance and the issue has to be resolved by requesting warranty assistance from the manufacturer.

If you received a replacement item, you must return the defective item within 1 week or you will be charged for both items (the original item you received and the replacement).

If no support is desired for a questionable item or if customer wants to return the item for a refund and do not want a replacement part or item to be sent, it will be processed as a normal return (refer to our Return/Exchange Policy).  If the item is defective, you will not be charged any additional fees. However, if the item is functioning correctly you will be charged a handling fee and the shipping charges.

Wrong Item Received

If you think that you received a wrong item, please notify within 5 business days from the date of receipt of the merchandise.

Shipping Damage

Our products are well-packed prior to shipping to our customers and shipping damage is very rare.  However, if this occurs, please contact us within 5* business days of receipt of product, we will provide a no-charge product replacement in the event of damage due to shipment if the procedures listed below are followed.

1) If damaged merchandise is received (no later than 5 business days of receipt of product),   Please provide us with the detailed damage information immediately.

2) You must keep the original packaging and the original shipping label on your package. Your damaged item should be picked up via UPS or FedEx within 1 to 4 business days. Your damaged item must be picked up from your original shipping address.

3) UPS or FedEx will give you a receipt with a call tag or tracking number once they pick up the package. Please communicate this call tag or tracking number to us at sales@www.phillipsclockshop.com

4) We will ship another new item to you as soon as your replacement product is available.  If you need us to ship a replacement before your damaged item is picked up, you will be charged for the replacement.  And then, we will refund you the original item as soon as it is picked up & the pick-up tracking number is provided to us.  Once you received the replacement, you must return the damaged item within 1 week; or you will be charged for both items (the original item you received and the replacement).

You must keep the original packaging and the original shipping label attached on your package. If you don’t keep your original packaging and the original shipping label, we are unable to process a damaged claim, send you a replacement item or process a refund for your item.  If we are not informed of the damage within 5 business days of the delivery date, we will not be able to send you a replacement item or refund for your item.

If no support is desired for a questionable item or if customer wants to return the item for a refund and do not want a replacement part or item to be sent, it will be processed as a normal return (refer to our Return/Exchange Policy).

Item Lost in Transit

If products are lost during shipment, please contact us at sales@www.phillipsclockshop.com within 3 business days from the delivery date provided by the shipping carrier

We provide no charge product replacement in the event of loss during shipment when the procedure listed below is followed:

1) If you did not receive your package but the shipping carrier indicated that your package was delivered, please call the shipping carrier UPS or Fed Express IMMEDIATELY (no later than 3 business days after carrier delivery) to notify them that you did NOT receive your package, and then immediately notify us at sales@www.phillipsclockshop.com

2) If the shipping carriers confirm that your package has been lost, we will re-ship another item to you at no additional cost. The investigation process from the shipping company may take 8 to 10 business days or up. We MUST have a confirmation from the shipping company to confirm that your package is truly lost and can’t be found before a new replacement product is shipped to you.

3) We will ship another new item to you after we receive the confirmation from the shipping company to confirm that your package is truly lost and can’t be found & your replacement product is available. If you need us to ship a replacement before the lost investigation is finished, you will be charged for the replacement. And then, we will refund you the original item as soon as the shipping carrier confirms that your item is truly lost and can’t be found.

Note: Replacement order will be shipped via the shipping method requested on the initial

Miscellaneous

General Terms and Conditions of Use

Welcome to Phillips’ Jewelers, Inc., dba Phillips’ Clock Shop.  By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations , and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.

General Terms and Conditions of Use

Acceptance of Terms

Your use of the website Phillips’ Clock Shop (www.phillipsclockshop.com) and any affiliated sites (“Sites”) is subject to these Terms and Conditions of Use. By using these Sites, you agree and are bound to the below Terms and Conditions of Use. If you do not agree to the Terms and Conditions of Use stated below, please do not use these Sites.

Disclaimer

The materials on Phillips’ Clock Shop’s web site are provided “as is”. Phillips’ Clock Shop makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including with limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Phillips’ Clock Shop does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its internet web site or otherwise relating to such materials or on any sites linked to this site.

Disclaimer of Warranties

The products on our Sites are intended for personal use, not commercial use, unless otherwise indicated on the product description located on the product details page. You assume the risk when purchasing products for commercial or business use application.

The service and products on our Sites are provided on an “AS IS” and “AS AVAILABLE” basis. Without limiting the foregoing, Gift Theory, Inc., and its officers, and employees expressly disclaims all warranties, whether express, implied or statutory, regarding the service and products including without limitation any warranty of merchantability, fitness for a particular purpose, title, security, accuracy and non-infringement. Without limiting the foregoing, Gift Theory, Inc. and its officers, and employees makes no warranty or representation that access to or operation of the product or service will be uninterupted or error free. Your use of services and products on these Sites are at your sole risk.

Limitations

In no event shall Phillips’ Jewelers, Inc., dba Phillips’ Clock Shop or its suppliers be liable for any damages (including, with limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials on Phillips’ Clock Shop’s Internet site, even if Phillips’ Clock Shop or Phillips’ Clock Shop authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitation of liability for consequential or incidental damages, these limitations may not apply to you.

Revisions and Errata

The materials appearing on Phillips’ Clock Shop’s web site could include technical, typographical, or photographic errors. Phillips’ Jewelers, Inc., dba as Phillips’ Clock Shop does not warrant that any of the materials on its web site are accurate, complete, or current. Phillips’ Clock Shop may make changes to the materials contained on its web site at any time without notice. Phillips’ Clock Shop does not , however, make any commitment to update the materials.

Sales Tax

Phillips’ Jewelers, Inc., dba Phillips’ Clock Shop is required to collect sales tax on purchases shipping to Massachusetts, the state where we currently have business operations. For orders shipped to Massachusetts, tax is calculated based on the total order value and current tax rate.

Site Terms of Use Modifications

Phillips’ Clock Shop may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

Governing Law

Any claim relating to Phillips’ Clock Shop’s web site shall be governed by the laws of the State of Massachusetts without regard to its conflict of law provisions

Order Acceptance

The receipt of an order number or an order confirmation does not constitute the acceptance of an order or a confirmation of an offer. Verification of order information may be required for some orders prior to the acceptance of the order. Product pricing and availability are subject to change without notice. Gift Theory, Inc. and Sites reserves the right, at its sole discretion, to refuse or cancel any order for any reason.

General Terms

If any part of these Terms and Conditions of Use are held in valid or unenforceable, that portion of the Terms and Conditions of Use will be construed consistent with applicable law. The remaining portion will remain in full force and effect. Any failure on the part of the Sites to enforce any provision of these Terms and Conditions of Use will not be considered a waiver of our right to enforce such provision. Our rights under these Terms and Conditions of Use will survive any termination of these Terms and Conditions of Use.