Frequntly Asked Questions | WILBUR Watch
How much is Shipping / Taxes / VAT?
We offer insured priority shipping on all watches. Taxes are collected when and where applicable and required by law.
International shipping: Please note that customs clearance is different in every country and that you may be charged additional fees, import duties, and/or VAT on top of original charges. These additional charges are the sole responsibility of the customer.
If you would like assistance calculating estimated import duties/VAT that may be due upon delivery in your country, or would like to request further information on international orders - please email us for direct assistance.
Where do you ship to & how long does it take to ship?
NOTICE: Due to high demand, the WILBUR EXP is taking longer to ship. Thank you for your patience.
In general, we are able to ship worldwide, aside from a few exceptions. Alternative methods of shipping are available for customers outside of our standard shipping zones.
We use FedEx, UPS & DHL. WILBUR cannot ship to APO addresses because USPS does not allow us to insure our products. Please provide an alternative address where you can receive or pick up the package, such as a local FedEx location.
In some instances, our payment processor may ask for proof of identification or additional information to approve shipping.
Most orders ship within 24 hours of order receipt (for in stock items). If you are a current customer and have already placed an order, you will receive a confirmation via e-mail and a tracking number to track delivery progress. Any additional shipping pricing and delivery times will be estimated at time of check out.
Orders must be placed by 11am Pacific Standard Time to ship in-stock products same-day.
Speed shop ("SS") and custom watch versions are assembled upon ordering and may take 24 to 48 hours to ship.
WILBUR ships Monday through Friday from its Arizona facility; except major holidays.
What's the return policy?
WILBUR shall provide a refund or exchange for authorized that are received within seven (7) days of receipt, provided merchandise is in new condition, has not been worn, altered, is special ordered or purchased from a third-party. To request a return or exchange, please email our Concierge Desk for a Return Authorization (and prepaid label for domestic returns). Upon approval and receipt of the return, a credit or refund shall be processed minus a restocking fee of 9% of the total purchase price.
Please take care when unpacking and repacking merchandise to avoid damaging the contents and items. If the watch is not packed safely and securely within a box, we reserve the right to not accept a return or exchange that arrives damaged due to insufficient or careless packaging.
Domestic exchange costs associated with approved warranty claims are covered by WILBUR.
For Special Orders, Unique Pieces and Special Editions, such as Speed Shop ("SS") models, all sales are final.
All international sales are final and not eligible for returns.
Can I pay offline with an alternate payment method?
If you would prefer to pay with a method unlisted on our website or appreciate personal assistance placing an order, please contact our Concierge Desk at concierge [at] wilburwatchco [dot] com and we will be happy to assist you.
What is your Warranty?
WILBUR watches come with Limited Warrantys that cover manufacturer defects.
LAUNCH EDITION: limited lifetime.
All warranty claims and associated repairs are handled directly by WILBUR and our Concierge Desk. Watches must be registered with WILBUR and originally purchased through WILBUR or a WILBUR authorized retailer to be eligible for a warranty claim. A copy of the receipt is required for proof of purchase and warranty dating. Required service outside of the scope of our warranty program may be granted, if approved prior by WILBUR.
This warranty does not cover the watchcase, watch bracelet, strap, crystals, screws or normal wear over time. This warranty will be void if the watch has been mishandled or used under extraordinary conditions. Any customization done by the customer or a third-party voids the WILBUR Warranty. Our watches are water resistant, not waterproof. Our watches are not recommended for use as diving watches and should not be submerged in liquids of any kind. Exposure to salt water or other chemicals may damage finishes or cause internal damage. Ensure the crown is in the "closed" position unless setting the time and/or date, as the crown in the “open” position may expose internal components to damage or humidity. For additional information please read Watch Care.
How do I care for my watch?
Due to the unique construction of your WILBUR watch, it is highly recommended that you take your watch to a certified watchmaker or repair shop for installation of straps or to make any adjustments or repairs. Damage due to alterations or incorrect adjustments or repairs will void the warranty.
How do I register my watch?
Simply take a clear photo of your watchback (so serial number is legible) with your watch's ID card and email that image to our Concierge Desk with your full name, address, phone, plus place and date of purchase.