Frequently Asked Questions

  • GENERAL INQUIRIES
  • SHIPPING
  • RETURNS & EXCHANGES
  • BUYERS
  • SELLERS

GENERAL INQUIRIES -

  • Why should I trust you?

    Luxury watches aren’t cheap. And we know that it’s hard to trust a faceless internet business. If you have questions or concerns, our team is available via chat, email, or phone.

  • How do I know the watch I buy from your site is real? Are your items authentic?

    Crown & Caliber certifies that every piece we sell is 100% real and authentic. We don’t accept any items that are knock-offs or that contain parts unacceptable to Swiss standards. We have full-time watchmakers on staff with more than 20 years of experience in authenticating and servicing luxury watches. Crown & Caliber verifies the authenticity of each and every item through a multi-point process, and if any items do not fit our rigorous quality standards, we don’t accept them. If, for whatever reason, you find your watch is not authentic, we offer a money-back guarantee and will refund 100% of the purchase price.

  • Where do your watches come from?

    Most of our watches are bought or consigned from individuals, but we also work with several {retail partners} who round out our inventory selection.

  • How much is my watch worth?

    That’s an impossible question for us to answer without more information. If you’d like to get an accurate value for your watch, please fill out our quote form here and we’ll get back to you as soon as we can. We don’t like to provide ballpark ranges off-the-cuff.

  • Do you sell extra bracelet links or other watch parts?

    While we do sell several watch accessories, we don’t carry watch parts or extra links as part of our selling inventory. However, we are happy to give you resources to find them elsewhere.

  • What shipping providers do you use?

    We use UPS.

  • Do you deliver to Post Office boxes?

    We cannot deliver to P.O. Boxes, or to APO/FPO addresses.

  • How do I track my order?

    We’ll send you tracking details and order confirmation via email.

  • Why do I have to sign for my package?

    Having you sign for your package is required by our third-party fraud checking service in order to prevent your watch from ending up with someone else.

  • How do you determine your prices/valuations?

    We do our research. We’ve spent the last 5 years gathering data from Ebay, auction results, forum sales, and our own transactions to get a real-time pulse on the secondhand watch market. We do this in order to determine the fairest price for any given watch, in real-time.

  • What is the strike-through price on your watches?

    Sometimes, a watch will have a strike-through price next to our selling price. This is the comparison price to MSRP, or the price you’ll find if you’re shopping at a retailer or authorized dealer.

    The comparative “retail price” on our site reflects the price reported by the manufacturer. Alternatively, we might create an estimate based on historical data and our own research. As listed prices can fluctuate, our strike-through price may not always represent the actual price listed by authorized dealers at that exact moment. For international clients, our strike-through price is based on what a new watch would be sold for in the US, plus taxes, shipping, and additional international surcharges if applicable. 

    However, nothing can replace your own comparison shopping. If this is an important factor for you in your purchasing decision, then we recommend you conduct your own individual search as well.

  • How can I contact you?

    We are available by email (info@crownandcaliber.com) and by phone [(888) 249-4421]. Our office hours are from 9:00am-5:00pm ET, and we try to return after-hours and weekend messages as soon as possible the next business day.

  • Do you sell any of my personal information?

    Absolutely not. Our clients are extremely important to us, and we are committed protecting your privacy. If you still have concerns, please review our Privacy Policy to see more details.

  • Can I change the delivery address?

    Yes. We can change your delivery address before your watch ships, but we’ll need to get the new address approved by our third-party fraud checking service. It typically takes about one full business day to get a new address approved, which may delay your shipment.

  • Why can’t you hold my watch for pick-up at a UPS facility?

    For security purposes, we can’t have UPS hold your package for pick up. Your watch must be delivered to you at the address that was approved by our third-party fraud checking service.

SHIPPING +

  • BUYERS

    How does shipping work?

    For domestic customers, we offer free, insured shipping through UPS. Watches generally ship within 5 to 7 business days after your order is processed. We can ship your watch to whatever address you designate, but you must be able to sign for the package.

    For international customers, we use UPS Worldwide Express. Shipping is free, but you will have to pay customs charges, as well as any associated import tax, VAT, or duties. In order to maintain our strict business code, we cannot label an item as a gift or declare a lesser value than the purchase price paid.

  • How quickly do you ship once I purchase online?

    Once we capture payment, a watch generally ships to you within 5 to 7 business days. This gives us time to run the watch through our quality control process. If you need it sooner than that, let us know and we can work with you.

  • Do you offer free shipping?

    We do! Crown & Caliber covers shipping on watches coming to or going from our facilities (including returns and exchanges).

  • What shipping providers do you use?

    We use UPS.

  • Do you deliver to Post Office boxes?

    We cannot deliver to P.O. Boxes, or to APO/FPO addresses.

  • How do I track my order?

    We’ll send you tracking details and order confirmation via email.

  • Why do I have to sign for my package?

    Having you sign for your package is required by our third-party fraud checking service in order to prevent your watch from ending up with someone else.

  • Can I change the delivery address?

    Yes. We can change your delivery address before your watch ships, but we’ll need to get the new address approved by our third-party fraud checking service. It typically takes about one full business day to get a new address approved, which may delay your shipment.

  • Why can’t you hold my watch for pick-up at a UPS facility?

    For security purposes, we can’t have UPS hold your package for pick up. Your watch must be delivered to you at the address that was approved by our third-party fraud checking service.

    If you know you can’t be home to sign for your package, please contact us ASAP. We’ll work with our fraud checking service to get an alternate address approved to reroute your package.

  • SELLERS

    How do I ship my watch to you?

    We have a handy video that walks you through packing and shipping a watch to Crown & Caliber right this way.

  • Where are the UPS labels for me to send in my watch?

    When you accept our offer, we’ll email you a UPS shipping label with instructions on how to pack your watch to send to us. UPS labels are emailed to you within 1 business day after you accept our offer for your watch.

  • What happens if my watch is lost or damaged in the mail?

    We hope this never happens, but if it does, your watch is fully insured by us while it’s in transit (as long as you follow our shipping instructions). And, we’ll work with you during the claims process to make sure you are fully compensated for the material loss.

RETURNS & EXCHANGES +

  • Do you have a refund or return policy?

    We do! For more specific information, please see our return policy.

  • How long do I have to return my watch?

    You have 7 days from the date of shipment to request an RMA, and 14 days after the date of shipment to get the watch back to us. Read more details here.

  • Do I have to return everything?

    Yes. You are required to return everything that came in the original shipment, including: box, papers, manual, straps, accessories, etc.

  • Do I have to pay to return my watch?

    No. Returning your watch is free, as long as you follow the steps laid out in our Return Policy. Just remember: get an RMA from us first within 7 days of shipment, keep the red sticker on your watch, and we’ll cover everything else.

BUYERS +

  • How do I buy a watch from you?

    You can purchase a watch directly from our website or talk with a salesperson over the phone by calling (888) 249-4421.

  • What types of payment can I use?

    We offer {secure payment} through PayPal or by credit card through Discover, Visa, MasterCard, and American Express. Additionally, we have a great {financing option} that lets you buy a watch and pay for it over time. For international customers and clients working with our sales team directly over the phone, we have the option to do a bank wire transfer.

  • Do you sell new watches?

    Crown & Caliber is not an authorized dealer of new merchandise for any watch manufacturer. All of our watches are pre-owned and certified by us.

  • Do you have a refund or return policy?

    Of course. For more information on our policies, please see our return policy.

  • Do you sell watches with a manufacturer’s warranty?

    Honestly, it depends. While a pre-owned watch that still has a manufacturer’s warranty on it is a great find, we’re very confident in our Crown & Caliber 1-year warranty. We offer it on every watch we sell, and anything beyond that is a great bonus.

  • I’m not in the United States. Can I still buy a watch from you?

    Before you place your order, please contact us directly to confirm we can ship to your country. International shoppers are required to pay customs charges, as well as any associated import tax, VAT, or duties. These additional fees will vary according to country. Those interested are welcome to contact their local customs office for pricing estimates. We will include a copy of the invoice with every purchase, and each country will determine applicable fees from there. In order to maintain our strict business code, we cannot label an item as a gift or declare a lesser value than the purchase price paid.

  • Do all watches come with original packaging and paperwork?

    Our watches are pre-owned, which means that not all sellers are able to provide the original box or papers. If they are available, the original packaging and paperwork will be mentioned in the item description and shipped with your order.

  • Will I have to pay sales tax?

    We’re currently obligated to collect sales tax on orders shipped to addresses in Georgia. Each state has individual tax laws that specify what purchases are subject to sales tax, and people who live in a state without sales tax won't be charged on goods they have shipped.

SELLERS +

  • PRE-QUOTE

    How do I sell my watch to you?

    We make the process as easy as possible for our sellers. But first thing you’ll need to do is fill out our quote form to get the ball rolling.

  • What kinds of watches do you accept?

    We work with a wide variety of high end luxury watches from our customers. For a full list, see our Accepted Brands here.

  • How long does it take to get a quote on my watch?

    It generally takes us about 3 business days to do all the research on your specific watch model and get back to you with a quote. In order to be as accurate as possible the first time around, we can’t do ballparks and we can’t turn quotes around immediately.

  • Is there a limit on the number of watches I can sell with Crown & Caliber?

    No, there is no limit. Our quote form allows you to enter up to five watches at a time. We do request that if you have a large number of watches you’d like to sell at one time, you contact us directly so we can make arrangements with you.

  • I can't find my watch brand on your site.

    If you can’t find your watch brand on our Accepted Brands list, then most likely it is not a brand we work with. Because of the nature of the secondhand market, we do not accept any watches valued at less than $2,000.

  • Does Crown & Caliber accept watches from outside of the United States?

    Currently, we do not work outside of the United States, and won’t be the best resource for international sellers.

  • If I choose to consign my watch, what does the 19.5% fee cover?

  • POST-QUOTE

    When does my offer expire?

    When we deliver our offer via phone or email, we generally allow you around 48 hours to decide whether to reject or accept it. If we don’t hear back from you, we’ll consider the offer rejected and close your case. Keep in mind, if you choose to sell your watch with us in the future, you may have to go through the quote process again, due to changes in the market over time.

  • What happens if I don’t like your offer?

    If you don’t like the offer we made you, simply notify our Client Services team. We’ll close your case, with no further requirements from you.

  • How do I send my watch to you once I accept your offer?

    When you accept our offer, we’ll email you pre-paid UPS shipping labels, along with instructions on how to pack your watch to send to us.

  • What happens once I have sent in my watch?

    Once you ship your watch, it will come to our facilities for review. A Client Services associate will be in constant contact with you during the inspection and authentication process, just to keep you in the loop.

    Please note that if your watch is vintage and needs an abundant amount of parts, we may return your timepiece to you. Also note that if we determine that your watch is a replica, we’ll inform you of the cost to return it back to you and you will be expected to pay for the shipping.

  • Why do I need to add my driver’s license information to the customer agreement?

    We are required by Georgia state law to collect this information in order to maintain our precious metals license. This information is used to check against stolen property. Once we receive your watch, we must have this information in order to proceed with purchasing or consigning your watch.

  • How do I get paid?

    We process all payments by check and send them out every Friday through USPS regular mail. Want to expedite your payment? Give us a call and we can work with you.

  • How long does it take for me to get paid?

    The amount of time it takes for you to receive your payment depends on whether you chose a cash, trade-in, or consignment offer:

    Cash Offer: Once you accept our final offer, we will send the check on the first Friday following your acceptance.

    Trade-In: If the final price of your purchase is less than your trade offer, we’ll send you a check for the difference the first Friday after your purchase is finalized.

    Consignment Offer: Once your watch sells, we’ll send you a check on the first Friday 14 days after the buyer receives the watch. Want to expedite your payment? Give us a call and we can work with you.

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