FAQ - Frequently asked questions

On this page, you could find quick answers to your questions on order, shipment and after-sales issues. 

- Orders & Shipping -

How quickly are orders processed?
When can I expect to receive my order?
How much is my shipping?
Will I pay additional fee if I cancel an order?
Can I update my address?
What shall I do if I provided wrong address?
Do you design customized watch band upon requests?
What shall I do if I cannot track my item?
How shall I find a local Retailer?

- Returns / Exchanges -

What is your return / cancellation policy? 
Cancellations?
How do I return a gift?
I mailed my return but didn't email you beforehand - why haven't I received my credit / exchange?
When can I expect to receive my exchange or store credit?
What if my items are damaged or incorrect?


Orders & Shipping:

• How quickly are orders processed?

Orders are guaranteed to ship within 48 hours following approval by our fraud detection system. If you placed your order over the weekend, it should ship the following working day. Once your order ships, you should receive an automated tracking email from Strapcode.

If it's been more than 48 hours and you haven't received tracking, feel free to email us at shop customer-care@strapcode.com, to make sure your order is on its way.

 When can I expect to receive my order?

Shipping time depends on the method and carrier you selected at checkout, as well as the destination. Please note that the estimates below do not include the ONE business day required for order processing. US destination will be shipped from Hong Kong directly to our U.S. Logistic Center for distribution, the tracking information will be available to track when the parcels have arrived USPS.

US DESTINATIONS

    By USPS Priority Mail
    • Continental U.S.: 10-12 business days
    • APO/FPO/DPO addresses: 12-14 business days

    INTERNATIONAL

    By UPS / Aramex or others : 3-5 business days

    • Canada
    • U.K.& selected EU countries
    • Asia-Pacific selected countries

    By International Mail

    • Hong Kong : 3-5 bussiness days
    • All other counrties: 14-21 business days

    **Note : shipping method and handling charges are subject to change without notice.

     

     How much is my shipping?

    Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

    There are 3 main types of shipping method:

    1. Standard Shipping, including USPS, international mailing service & door to door delivery, please refers to our Shipping Guide.
    2. Expedited Shipping, including FedEx , UPS, Aramex & EMS. Shipping fee is around US$30 - US$65.

    Read more about Shipping here

    **Note : shipping method and handling charges are subject to change without notice.

         Will I pay additional fee if I cancel an order?

        No. Both of us and payment gateway provider (Paypal) will not charge you.

         Can I update my address?

        Please email customer-care@strapcode.com right away with your order number, name, and correct address, and we will do our best to update your order before it ships. Because we have such a tight turnaround on fulfilling orders, please note that we can't guarantee address changes once an order is placed.

         What shall I do if I provided wrong address?

        Please get in touch with our customer service team for assistance or try to get in touch with the post office/courier to notify them as well. Please note that it is not a 100% that the address can be amended during transit. Extra charges may apply if parcel needs to re-send.  Please contact customer service for more details.

         Do you design customized watch band upon requests?

        No, we do not offer customized watch band services.

         What shall I do if I cannot track my item?

        We will be responsible for your parcel until you satisfactorily receive our goods. Please send us message to inquiry shipping status. We will try to locate the problem and to update you accordingly.

         How shall I find a local Retailer?

        We have an authorized retailer in Hong Kong. Address as below:

        My Watch Co.
        Shop 312, 3/F, SIM CITY,
        47-51 Shan Tung Street, Mongkok, Kowloon, Hong Kong
        Opening hours : 15:00 - 20:00 (Mon-Sat) **exclude Public Holiday
        (Tel : 9089-1413)

        For places other than Hong Kong, please contact customer-care@strapcode.com

         

        Returns / Exchanges:

         What is your return / cancellation policy?

        Our return policy allows you to return unworn products for ANY reason within 14 days of having received it for store credit or exchange only. Any returned product must remain in unworn, original condition, and in its original packaging. If we receive a damaged or worn product, we will be unable to process your return. We do not accept returns for a refund. If you wish to return or exchange a product, please contact us at  customer-care@strapcode.com as soon as possible to notify us, and we will make all necessary arrangements. If an exchange is not possible, a store credit will be issued. Click here for more information.

         Cancellations

        Please note that changes or cancellations are not guaranteed; we recommend checking your order carefully before submitting it. Orders placed Monday through Friday from 9:00 A.M. EST to 5:00 P.M. EST may be edited or cancelled within 1 hour of order placement where possible. Those orders that are shipped before a cancellation has been confirmed must be returned by guidelines featured above. Click here for more information.

         How do I return a gift

        We're happy to help you return or exchange your gift. Email us at customer-care@strapcode.com, with the order number and/or the name of the person who purchased the gift for you, and we can help get you a store credit or exchange as quickly as possible. Please do not throw away the STRAPCODE bag in which your product arrived - this will help expedite the return process. (some conditions may apply, please contact our customer service team for further assistance).

         I mailed my return but didn't email you beforehand - why haven't I received my credit / exchange?

        It can take up to three or four weeks for our warehouse to process a return if they aren't alerted to expect the shipment in advance.

        Advance notice of returns allows us to process exchanges or credits much more quickly; if you haven't reached out and you haven't heard from us, send us an email at customer-care@strapcode.com with your order information and the tracking number of your return shipment, and we'll help get your return processed as quickly as possible.

         When can I expect to receive my exchange or store credit?

        Once we provide instructions and you ship your return, it can take 2 - 3 weeks for our warehouse to receive and process the return. As soon as they confirm receipt, we will process your exchange or store credit right away.

        If it's been longer than a month since the return was delivered to our warehouse, shoot us a note at customer-care@strapcode.com and we'll make sure everything is on track.

         What if my items are damaged or incorrect?

        We're so sorry to hear that you may have received the wrong product, or that your item may be damaged.

        Please email us at customer-care@strapcode.com with your name, order number, photos of the incorrect / damaged item. We'll get you taken care of right away.

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