Shipping & Returns Policy
Last updated: 15 May 2025 | Version 1.0
Shipping Coverage — All of Canada
We deliver to every Canadian province and territory. No P.O. Box restrictions for standard deliveries. All orders ship fully tracked and insured.
Shipping Costs
| Order Value | Shipping Method | Cost |
|---|---|---|
| Over $89 CAD | Standard Tracked & Insured | Free |
| Under $89 CAD | Standard Tracked & Insured | $8.95 CAD |
| Any amount | Expedited (where available) | Calculated at checkout |
Dispatch & Delivery Times
Orders are processed and dispatched within 1–2 business days of payment confirmation (Monday–Friday, excluding public holidays).
| Destination | Standard Tracked | Expedited (where available) |
|---|---|---|
| Major cities (Toronto, Vancouver, Calgary, Montreal, Ottawa, Edmonton) | 2–5 business days | 1–2 business days |
| Other urban centres | 3–7 business days | 2–3 business days |
| Rural and remote areas | 5–10 business days | 3–6 business days |
| Territories (Yukon, NWT, Nunavut) | 7–14 business days | Not always available |
Delivery estimates begin from dispatch date and are indicative only. Delays due to carrier disruptions, adverse weather or peak periods (e.g. Christmas) may occur and are beyond our control. We will notify you of any significant delays.
Order Tracking
Every order ships with a tracking number. You will receive a dispatch notification email containing your tracking number and carrier link as soon as your order leaves our facility. Use the carrier's website or app to monitor your delivery in real time.
If you have not received a tracking notification within 3 business days of ordering, please contact us at [email protected].
Packaging
Every pocket watch is shipped securely packed within its premium black gift box, which is then enclosed in a protective outer shipping carton. All orders are insured against loss or damage in transit.
Returns Policy
30-Day Return Window
We offer a 30-day return policy from the date of delivery. If you are not completely satisfied with your purchase for any reason, you may return it within 30 days for a full refund or exchange.
Return Eligibility
To be eligible for a return, items must be:
- In original, unused condition (unworn, undamaged)
- In original packaging, including gift box and chain
- Accompanied by proof of purchase (order number or confirmation email)
- Returned within 30 calendar days of the delivery date
Non-Returnable Items
- Engraved or personalised items (unless defective or incorrectly engraved by us)
- Items showing signs of wear, modification, damage caused by the customer
- Items returned after the 30-day window without prior agreement
How to Initiate a Return
- Email [email protected] with your order number and reason for return
- We will respond within 1–2 business days with return instructions and, where applicable, a prepaid return label
- Pack the item securely in its original packaging
- Ship using the method instructed — do not return without first contacting us
Refunds
Once your returned item is received and inspected, we will send you an email confirmation. Approved refunds are processed to your original payment method within 5–10 business days.
- Defective/incorrect items: Full refund including original shipping. Return shipping covered by us.
- Change-of-mind returns: Full product refund. Customer covers return shipping. Original shipping fee is non-refundable.
- Damaged on arrival: Full refund or free replacement. Contact us within 7 days with photos.
Damaged or Lost in Transit
If your order arrives visibly damaged, please photograph the damage and packaging immediately and contact us within 7 days of delivery at [email protected]. We will arrange a free replacement or full refund promptly. All our shipments are insured, so transit damage is covered in full.
If your tracking shows "delivered" but you have not received your order, contact us within 5 business days. We will investigate with the carrier and resolve the situation.
Contact
For all shipping and returns enquiries:
- Email: [email protected] — we aim to respond within 1 business day
- Phone: +66 098 391 3877
- Company: Caruso Consulting Co Ltd (PocketWatchShop.net), 2015 Main St, Vancouver, BC, V5T 3C2, Canada (Administration) · 47 Moo 1, T. Nawoong, Meaung, Phetchaburi, 76000, Thailand (Registered Office)