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SHIPPING & RETURNS

Shipping

Domestic U.S. Policies

Shipping

All orders shipped in the United States are sent via FedEx or UPS and DHL, or a combination thereof.

During December, please allow 3-4 business days to process and ship the order once it has been placed.

Please note that Saturday and Sunday are not considered business days.

Track your order: https://ruban.aftership.com/

Holiday Shipping Deadlines.
All orders shipped in the United States are sent via FedEx or UPS and DHL; or a combination thereof.
During December, please allow 3-4 business days to process and ship the order once it has been placed. The dates listed below are the shipping deadlines in order to receive your order by Christmas Day.
Please note that Saturday and Sunday are not considered business days. For engraved watches, this lead time is 5-7 business days. Please plan accordingly.
Track your order: https://ruban.aftership.com/
Lost Packages

Please note we are not responsible for stolen packages after they are confirmed delivered by the courier. 

If your package is showing as delivered but you have not received it, please contact the local carrier that delivered your item (either USPS, FedEx or DHL). Packages are often left in the mailbox, door step or with a front desk associate. We would be happy to help with this process also!

If the package has not been delivered and is deemed lost, we will need to file a claim with the carrier and can do a reshipment or store credit for the parcel.

Please contact our Customer Support team by clicking HERE.

International Policies

Shipping

Orders being delivered outside the United States will take anywhere from 5-30 business days to arrive from the date the order is shipped. The delivery time largely depends on the service that you choose upon checkout and your government’s clearance time for importing items.
All customs, taxes, import duties, or any additional charges by your local government are the responsibility of the recipient.  Customers have the ability to pay Duties & Taxes at checkout, The duties collected or charged during customs clearance go exclusively to the government of the country. Please contact your local post or customs office for more information.

To track your order click here.

Customs and Duties fees

All customs, taxes, import duties, or any additional charges by your local government are the responsibility of the recipient.

All international shipments outside of the United States are subject to customs and duties fees. We are not in charge of customs fees nor do we regulate them in any manner.

It’s always a good idea to check with your local post office to see how much (if any) the government will charge in import taxes and fees prior to ordering.

Please note that if the package is rejected due to nonpayment of customs fees, the refund will be subject to shipping deductions for the rejected shipment.

Lost Packages

Please note we are not responsible for stolen packages after they are confirmed delivered by the courier. 

If your package is showing as delivered but you have not received it, please contact the local carrier that delivered your item (either USPS, FedEx or DHL). Packages are often left in the mailbox, door step or with a front desk associate. We would be happy to help with this process also!

If the package has not been delivered and is deemed lost, we will need to file a claim with the carrier and can do a reshipment or store credit for the parcel. 

Please contact our Customer Support team by clicking HERE.

Frequently Asked Questions

How can I track my order?

You can track your order by clicking HERE and providing your order number and email address that you placed the order with.

If you are having trouble with either the order number or the email address, please contact Customer Support by clicking HERE.

When will my order ship?

Once your order is successfully submitted and paid for, we will ship your order within 1-2 business days of purchase via the shipping method you selected at checkout.

During the holiday season, this may be closer to 3-4 business days. 

For engraved watches, this lead time is 5-7 business days. Please plan accordingly.

Orders are not shipped on weekends or holidays (including express shipping options). Orders are not shipped on Black Friday (the Friday after Thanksgiving) until the following week.

How long until I receive my order?

This largely depends on what shipping method you selected upon checkout. Estimated shipping times are shared in the shipping method selected.

You can expect a tracking email within 1-2 business days of placing your order from [email protected]. Please allow 2-3 business days during the holiday season.

Sometimes this goes to the spam or promotion folder, so please be sure to check there.

 

INTERNATIONAL ORDERS*

Depending on customs and clearance times, orders can take up to 20 business days to receive.

*Please note international shipments may experience additional charges and delays in import / duties fees.

Are all international orders subject to custom/duty fees?

Yes, all international packages are subject to fees and duties by your government.

All customs, taxes, import duties, or any additional charges by your local government are the responsibility of the recipient. There is a chance that you will not get charged duties/customs fees, however, we cannot be responsible for these fees in any way in case you do get charged. The funds go exclusively to your own government. Please contact your customs or local post office for more information.

For warranty replacement packages, where the duties and taxes have already been paid for the original order, we send the proper documentation (Commercial Invoice) noting the item as such. Some countries still require duty payment on warranty replacement items. If this is the case, please reach out to our Customer Support team by clicking HERE, and we will be happy to take care of those for you only if your item is being replaced under the 1-year Limited Warranty.

Returns & Exchanges

Refunds

Return Policy

We hope that you are completely satisfied with your purchase. If for some reason you are not satisfied, any brand-new product can be returned for a refund to the original method of payment within 14 days of delivery or returned for an exchange/store credit within 30 days (subject to price differences).

All watches can be returned for a refund to the original method of payment within 14 days of delivery with a $35 restocking fee or returned for an exchange/store credit within 30 days with a $35 restocking fee.

If you purchased from an authorized retailer, please refer to their Return Policies since we do not accept returns for refunds purchased from other locations.

Eligibility Window:

To qualify for a return, items must be received back to our address within 30 days of your original order shipment date (as printed on your packing slip). Exchanges must be received within 30 days. Returns will have the shipping fee deducted. We recommend the package sent via a trackable method. In the event of lost packages without a tracking number we won’t be able to issue the refund.

Items not eligible for refund or store credit:

  • Customized items or engraved items.
  • Returns received in damaged/worn condition.
  • Returns received after 30 days of the original order shipment date.
  • Shipping charges, except in cases where we have made a shipping error.

Items eligible for store credit only:

Returns received by between 31 and 90 days after the original order shipment date (as printed on your packing slip). Late returns will have the shipping fee deducted.

Packaging Requirements:

Must be returned with the original packaging intact, otherwise, they are non-refundable and will receive no refund or store credit. Please note gifts must be returned together with the original order to receive a full product refund on your order. Please read below and contact our customer care here.

Begin a Return for Refund

If you received your package within the past 14 days, you are eligible for a refund. Any refund requests made outside the 14 days will NOT be approved for a refund, but may be eligible for store credit.

When will I receive my refund?

Once your item arrives at our facilities, please allow up to 14 business days for the refund to show up in your bank account from Ruban Watches.

Bank processing times may vary so please reach out to your financial institution if we have already initiated the refund but it’s been longer than 10 business days.

Return Merchandise
Authorization Form

Original order details