Copy of FAQ
I can't order to my country! Help!
If you do not see your country in the shipping destination list during checkout, it means we currently are unable to deliver there to your doorstep.
Which courier will deliver my order?
We ship with USPS First Class, UPS, and DHL E-commerce.
Do I need to pay customs fees?
All orders within the United States come with duty paid and applicable sales or tax paid. There are no additional charges if you order to the United States. If you order outside the United States we cannot say for certain whether your local post will charge you for the products you order. Please contact your postal service for most information on any extra fees.
How much does Shipping Cost?
Shipping is free worldwide above orders greater than $49.99.
Package Delivery Failed Attempt
If the post service has attempted to deliver your package but was unable to do so the post will try to deliver again at the same address the following day or will leave a notice and you will be required to pick up the package from your local post office.
If the courier was unable to deliver the package 2 times, the order will be returned to us. In this case, we can resent the package to you. Please note, however, that this does not make the order eligible for a refund as we cannot control whether the addressee picks up the package.
How do I Track my Order?
You can track your order in several ways. When your item has been shipped we send you an e-mail with the tracking code and the website of the shipping company where you can input the code.
My order status says pending
If your order status says "pending" or similar it means that the tracking code has not yet been synchronized with the tracking system. Please allow 2-3 business days for the system to recognize your tracking code. If after 5 days the same information appears please contact us at email@example.com
The Order Has not Arrived Within the Specified Time Range
We ship all our orders within 48 hours of payment confirmation.
The order delivery times are listed in BUSINESS DAYS. Saturdays and Sundays are not business days. Packages are being moved only Monday through Friday.
For example, if you selected free 5 business days shipping, that could mean up to 7 days delivery time.
If your order is late more than 5 business days please contact firstname.lastname@example.org and we will help you resolve the issue immediately.
My Tracking Number does Not Work
Sometimes it may take up to 3 business days for the tracking system to reflect any changes in the status of your package. In particular, if you have recently ordered and received your tracking number the system may not yet reflect the new status of your order. Therefore, we kindly ask all customers to allow at least 3 business days from the date of package shipment before contacting us about a non-functioning tracking number.
ROUTE+ PACKAGE PROTECTION
How to file a claim?
If you bought Route+ package protection at checkout please click this link below to submit a claim: claims.route.com
Cancelling an order
From October 13, 2020 all currently unfulfilled orders and any new orders can be cancelled until they are shipped. We are connected to an automated warehouse management system and CANNOT CANCEL AN ORDER THAT HAS SHIPPED. However, if the order has not shipped please enjoy our no questions asked cancellation policy.
What Items Can be Returned
All unused items can be returned within 30 days of receipt.
If you ship your intended return after the 30 day return period the item(s) will be sent back to you and no refund will be issued.
We do not accept refunds of USED products. Used products will be mailed back to the sender and no refund will be issued.
If the watch has been worn, regardless of how long it was worn, the watch cannot be returned.
ANY SIGNS OF WEAR OR REMOVAL OF PARTS INCLUDING FOIL AND TAGS WILL RESULT IN REFUSAL OF YOUR RETURN.
How to Return an Item
To return an item for free please follow this procedure:
1. Email email@example.com and provide your order number as well as specify the items you want to return.
2. After we have confirmed your request please re-pack the item in its original condition with labels and tags still attached. Please attach our free pre-paid return label to the box.
3. Call the courier indicated on the free pre-paid return label (UPS, DHL, USPS or Fedex - depending on your location) and schedule item pickup. You can also send your package yourself to Simple Global Customer Service c/o Paul Rich Group Llc., 620 Centerpoint Blvd., New Castle, Delaware,19720, United Sates.
All domestic and international returns are free if sent with our pre-paid return label.
4. Retain your proof of shipment and wait until the package reaches our support warehouse in Delaware. Once the package has been received the return still has to be processed. Received return DOES NOT mean processed. It may take several business days to process the return.
I RECEIVED A FAULTY ITEM
If the item you received is faulty, please follow the procedure below:
Contact our support centre by emailing firstname.lastname@example.org and provide your order number, name, address, details of the product (quantity, color, model), and the reason for return. Please attach a photo of the faulty item clearly showing the fault. We will reply within 48 hours.
Help! My watch has a blue dot on the crown!
If your watch has a blue "dot" on the crown, it's a protective sticker for the PR logo. Simply remove it gently with a piece of cloth by rapidly polishing the crown. The blue dot is NOT supposed to remain after first wear.
Our watches are made in China. No, we do not make watches in the United States or Switzerland.
What’s the length of the watchband?
The length from top of the watchband to the bottom of the watchband including the case is 9.64 inch in Men's series and 8.66 inch in Women's.
Does the watch come with extra links?
We can send you the extra links separately. Please reach out to our customer service with the order reference number once you complete your purchase. (applies to Signature series only)
Can you adjust the watchstrap?
Yes, all straps are adjustable. We’ve made a couple of YouTube tutorial videos for you here: tinyurl.com/y57w7mbt
What are the materials used for Paul Rich watches?
The glass is mineral crystal (of the best quality in its category) and the leather is genuine leather (not PU). Cases are made of top quality stainless steel.
What’s the approximate weight?
- Signature series: 176g.
- Star Dust series: 180g.
- Chrono series: 94g.
- Cosmic series: 95g.
- Hamptons: 67g.
- Heart of the Ocean: 50g.
Are the quarters functioning ?
Yes, the small sub-dials are all fully functional.
Is it water resistant?
The watch is water resistant but not waterproof. Swimming or showering is NOT recommended.
Does it come with a battery?
All our watches come with battery included.
Can I order an engraved watch?
We do not offer such services at the moment.
Will I hear it ticking in an empty room?
The case is all stainless steel, so we would say you should not hear it.
PRE-ORDER TERMS AND CONDITIONS
These Pre-Order Terms and Conditions (these “Terms”) govern the placing of pre-orders (“Pre-Order”) with Paul Rich Group LLC (the “Company”) for the Products (as defined below). Please read these Terms carefully before submitting your Pre-Order of any Paul Rich Products. By submitting your Pre-Order, you agree to be legally bound by these terms.
PRE ORDER REGISTRATION
When placing a Pre-Order for the Products, you will be required to provide certain information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. Company shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. You can update your information at any time prior to your product being shipped by sending an e-mail to email@example.com
You will be charged at the time of placing the order. Your placing of a preorder constitutes your express agreement to the company charging of your provided payment method at such time. The purchase price does not include import duties, taxes and other government charges, which are your responsibility.
Products are expected to be ready to ship at the date provided on the product page during placing your order, subject to reasonable delays in manufacturing and/or delivery. Such date is only an estimate, is subject to change, and Company does not represent or warrant that it will be able to ship the Product by the estimated date. As a result, in the event that a delay arises and the estimated shipment and/or release of the product is not met, Paul Rich Group LLC is not responsible for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these Terms, to provide any discounts, refunds or credits due to any such delays. The Products will be shipped in the order in which your Pre-Order is received by the Company. Shipments will be made Monday – Friday, excluding holidays, unless otherwise noted.
If you wish to cancel your order and thus receive a refund, contact us with regards to your refund request. Starting October 13, 2020 all pre-orders can be cancelled until they are shipped. Allow up to 15 business days from date of request for full refund to be processed. The time for the refund to be processed depends on your bank.
Paul Rich Group LLC DISCLAIMS ANY WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE PROTOTYPE PRODUCT DISPLAYED BY Paul Rich Llc and its subsidiary Paul Rich Sp. z o.o. WHETHER BEFORE OR AFTER YOU HAVE PLACED THE PRE-ORDER. YOU UNDERSTAND AND AGREE THAT THE PRODUCT, ITS DESIGN AND TECHNICAL FEATURES ARE CURRENTLY UNDER DEVELOPMENT AND THAT THE PRODUCT THAT MAY BE AVAILABLE FOR PURCHASE BY YOU MAY BE MATERIALLY DIFFERENTLY FROM THE PROTOTYPE PRODUCT. IF FOR ANY REASON YOU ARE UNHAPPY WITH THE FINAL VERSION OF THE PRODUCT, YOUR SOLE AND EXCLUSIVE REMEDY WILL BE TO CANCEL YOUR PRE-ORDER AS DESCRIBED IN SECTION 4 ABOVE.
If you purchased Route+ package protection for your order and would like to file a claim please click the link: claims.route.com
CHANGES TO THE TERMS
Paul Rich Group LLC reserves the right to change any of the terms for any or no reason. We will provide notice of any material changes and, if you are unhappy with such changes, your sole and exclusive remedy will be to cancel your reservation as described in Section 4 above.