FAQ

YOU MAY EXPERIENCE DELAYS IN RESPONSE AND PROCESSING TIMES.

SUPPORT IS AVAILABLE VIA EMAIL AND OVER THE PHONE, THOUGH PLEASE ANTICIPATE DELAYS TO RESPONSE TIMES. WE APPRECIATE YOUR UNDERSTANDING.

NOTE THAT ALL ORDERS WILL BE PROCESSED IN THE ORDER THEY ARE RECEIVED. FOR ORDERS WHERE EXPEDITED SHIPPING IS REQUESTED, INCLUDING OVERNIGHT/NEXT DAY REQUESTS, PLEASE NOTE THAT ORDER PROCESSING TIMES CAN DELAY THE SHIPPING DATE FOR THE ORDER.

MOST ORDERS WILL TYPICALLY SHIP WITHIN 1-3 BUSINESS DAYS. PROCESSING TIMES MAY BE LONGER DURING HIGH VOLUME PERIODS. YOU WILL BE PROVIDED THE CARRIER NAME AND TRACKING NUMBER VIA EMAIL ONCE YOUR ORDER SHIPS. 

MTM | Watch highly recommends that the billing and shipping address are identical whenever possible to avoid shipment delays. Every address and phone number submitted to MTM watch will be verified. We do offer the option of shipping to a different address than the billing addresses. However, if your shipping address is different from your billing address, our customer service department will contact you for verification documents prior to your order being shipped.

Your shipping address  and credit card’s billing address must be the same for international (outside U.S.) orders. Please comply with our ordering policy, so that there is no delay in processing your order

MTM | WATCH IS COMMITTED TO YOUR SHOPPING EXPERIENCE

MTM | WATCH will accept returns or exchanges for full credit or refund of the watch’s purchase price, by the same method of payment that was used for the purchase, minus shipping & handling charges as apply. A request for a return or exchange must be made by phone or email within 10 days from when the product is received and under the following conditions:

All watch returns must be received in new, unworn, unsoiled, unused, unaltered condition as described in this general return/exchange policy.

Watch bands, bracelets, and accessories are not returnable for exchange, refund and/or credit.

MTM does not accept responsibility for any user-initiated damage. All returns and exchanges are subject to inspection by our returns department. All merchandise that is returned must be received in new, original, unsoiled, unworn and unused condition, along with all original packaging boxes, literature, and accessories intact. Missing Packaging can result in a re-packing charge of $50.00 or more depending on missing items.

Any gift with purchase items must also be returned; in the event that any of these items are not returned, additional charges may apply.

Watches and metal bracelets with minor scratching that can be reconditioned by MTM are subject to a 25% deduction of the total refund as a restocking fee. Damaged/ Used straps will be discounted from refund total at MSRP value.

MTM reserves the right to reject any damaged or worn returns even if a return authorization number was originally granted.

Watches that are received by MTM not meeting the return policy requirements noted in this policy will be returned to the customer with the return shipping charge billed to the customer. *(see “what is your warranty & repairs policy?” below)

Exchanges will receive full merchandise credit, less shipping charges, towards your selection of another timepiece of equal or greater value.

When shipping a return, it is advised to use safe, well padded packaging with a traceable courier and to insure the package for the full value, as we are not responsible for packages that we do not receive.

Please allow a minimum of 10 business days for refunds to be processed and credited to your account.

A return authorization (RA) number must be written on the outside of the return package.

Please contact MTM Customer Service to initiate your return by sending an email to: [email protected] or calling 213-741-0808. Please provide the name on the order and/or order number.

Once you have received the RA number, the package must arrive at our office within ten days. Returns without an authorization number from MTM will not be accepted.

Please allow 10 business days for refunds to be processed and credited to your account.

INTERNATIONAL RETURNS / EXCHANGES:

Please contact customer service for international return/exchange policy…

Email: [email protected]

Tel: (800)-284-9487

Customers who enter an order online and cancel it before the order is shipped will not be charged.

If the order has been shipped and the customer refuses delivery, we will refund the total amount of the merchandise.

However, the shipping charge will not be refunded.

MTM Special Ops provides a Non-Transferable Three Year Limited Warranty for the original purchaser only.

The warranty starts from the date of purchase and covers all defects in materials and workmanship. It does not apply to normal wear and tear or to abuse and excludes the watch case, crystal (glass), strap, bracelet and charging unit (if included). In the event of a defect or malfunction within the warranty period, your watch will be serviced under the limited warranty terms.

Disclaimer: The warranty does not apply to damage caused, in MTM’s sole discretion, by tampering with or opening the watch case. Defects or damage resulting from repairs, tampering, or opening the watch case by anyone other than an MTM Authorized Service Facility will void the warranty.

Repairs should be mailed to:

MTM Repairs

1225 South Grand Ave.

Los Angeles, CA. 90015

USA

When shipping a repair it is advised that you use secure packaging, a traceable carrier and insure the package for the full value, as MTM Special Ops is not responsible for packages that we do not receive.

Please be sure to include your complete contact information and return shipping address.

For U.S. Repairs, a $20 check or money order must be sent with the watch needing repair to cover the cost of return handling and shipping. (This is not a repair charge.)

International Repairs:

Please contact customer service if you are shipping a repair internationally. You will require a shipping form that needs to be filled out and placed on the inside and outside of the package.

Please notify the shipping courier that your watch is temporarily leaving the country for repair so that they have a record and you do not incur customs fees.

Should any declaration charges be incurred or customs fees assessed to MTM by your country’s customs, those fees will be re-billed directly to you.

For repair returns via DHL Express to Canada, the shipping & handling charge is $30 US.

For repair returns to all other all other international locations via DHL Express, the shipping & handling charge is $75 US.

1. UPS Ground – Order must be received no later than 2:00 pm pst FRIDAY, December 17th to receive by Christmas.

2. UPS Express Saver (3rd Day Delivery) – Order must be received no later than 2:00 pm MONDAY, December 20th to receive by Christmas.

3. UPS 2nd Day – Order must be received no later than 2:00 pm TUESDAY, December 21ST to receive by Christmas.

4. UPS Overnight – Order must be received no later than 2:00 pm WEDNESDAY, December 22nd to receive by Christmas.

For your protection and due to the value of the package, signature of receipt is required for delivery of your watch. If you are unable to sign upon delivery, you must then pick up your watch at the nearest shipping facility as indicated by UPS. If your watch is returned to us, you are responsible for any return shipping charges.

All orders placed after 2:00 p.m. (Pacific Time), or during the weekend will not be processed until the following business day.

UPS Ground is typically 3-5 business days. All orders ship from Los Angeles, California. Times will vary based on destination, as well as the shipping option selected. MTM suggests you opt for an expedited shipping option to ensure timely delivery of any orders placed after 2:00 pm on Friday, December 17th, if needed by Christmas. If you have any questions, feel free to contact our customer service department at 1-800-284-9487, Monday- Friday 9:00 am to 5:30 pm Pacific Time.

UPS does not deliver to P.O. Boxes or APO/FPO addresses. Any P.O Boxes or  APO/FPO orders will be shipped via US Postal Service the following business day.

NOTE THAT ALL ORDERS WILL BE PROCESSED IN THE ORDER THEY ARE RECEIVED. FOR ORDERS WHERE EXPEDITED SHIPPING IS REQUESTED, INCLUDING OVERNIGHT/NEXT DAY REQUESTS, PLEASE NOTE THAT ORDER PROCESSING TIMES CAN DELAY THE SHIPPING DATE FOR THE ORDER.

MOST ORDERS WILL TYPICALLY SHIP WITHIN 1-3 BUSINESS DAYS. PROCESSING TIMES MAY BE LONGER DURING HIGH VOLUME PERIODS. YOU WILL BE PROVIDED THE CARRIER NAME AND TRACKING NUMBER VIA EMAIL ONCE YOUR ORDER SHIPS. 

• Yes! MTM offers a 15% discount for purchases made directly by Military, Law Enforcement, Fire Department & Federal Govt. personnel.

  To receive the discount, Proof of current or prior  enrollment must be submitted  before order is placed via email to [email protected] or fax to +1(213) 741-0840 as a photo/image scan. Please include your contact information to receIvE a coupon code once proof is verified. If any further information is needed, please feel free to contact MTM at +1(800) 284-9487. (Mon-Fri, 9:00 am -5:30 pm, Pacific) Second-party orders will be considered.

  Who Is Eligible For A Discount?

  • U.S. Military and Federal Personnel (.mil or .gov email verification)

  • Law Enforcement Officials

  • Fire Department Officials

  • Active Duty Military Personnel

  • Military Veterans (with DD Form 256 or DD Form 214 verification)

  • National Guard Personnel

  • Military Reservists

  • Federal Law Enforcement Officers

  • Federal Fire and Emergency Response

  • U.S. Coast Guard

  • U.S. State and Local Law Enforcement, Fire and Emergency Response (I.D. Verification)

  • Emergency Medical Services (EMS) Officials, EMT’s

  • U.S. Military Veterans/Retirees (.mil or .gov email or valid retired I.D. card verification or DD Form 214)

  • Retired members of the U.S. Armed Forces

   

MTM works with UPS, DHL, USPS, and FedEx.

Domestic shipments to a physical address are sent via UPS. PO Box orders are shipped via USPS. DHL Express is used for international orders. We ship during normal business days and hours only: Monday to Friday, 9 – 2:30 PST.

For security reasons and product value, a signature of receipt will be required upon delivery of your watch by UPS. If you are unable to sign upon delivery, you must then pick up your watch at the shipping facility designated by UPS. If your watch is not collected within the timeframe indicated by UPS and is returned to MTM, you will be responsible for freight and return shipping charges. UPS shipments are delivered on business days only, not weekends or holidays. If you would like to request Saturday delivery, please contact customer service to place your order over the phone at 1-800-284-9487 or 213-741-0808.

NOTE: UPS does not deliver to P.O. Boxes or APO/FPO addresses. All PO Box, APO/FPO orders will be defaulted to ship via USPS on the following business day.

Orders shipped to APO/FPO addresses will be shipped complimentary by U.S. Mail. It should be understood that these are considered domestic U.S. addresses, not international. The United States should be designated as the ship to country, not the country of final destination.

NOTE THAT ALL ORDERS WILL BE PROCESSED IN THE ORDER THEY ARE RECEIVED. FOR ORDERS WHERE EXPEDITED SHIPPING IS REQUESTED, INCLUDING OVERNIGHT/NEXT DAY REQUESTS, PLEASE NOTE THAT ORDER PROCESSING TIMES CAN DELAY THE SHIPPING DATE FOR THE ORDER.

MOST ORDERS WILL TYPICALLY SHIP WITHIN 1-3 BUSINESS DAYS. PROCESSING TIMES MAY BE LONGER DURING HIGH VOLUME PERIODS. YOU WILL BE PROVIDED THE CARRIER NAME AND TRACKING NUMBER VIA EMAIL ONCE YOUR ORDER SHIPS. 

MTM offers free complimentary ground shipping for all watch orders made directly from MTM within the United States. Estimated time of delivery is 3 to 5 Business Days.

Orders placed after 2:00 p.m. Pacific (Daylight) Time Zone will not be processed until the following business day (Holidays Excluded).

All orders placed after 5:00 p.m. Pacific (Daylight) Time Zone on Fridays or during the weekend will not be processed until the following Monday.

Your total shipping charges are computed by FedEx and displayed automatically at checkout or in your cart, by Fedex in real time. The total charges will depend upon weight of your order, distance (zone) and your choice of delivery options, seen below:

Standard Shipping (2 to 5 business days)

Shipping charges within the United States are computed electronically by Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order. The total shipping charges are automatically computed by the shipper, USPS or FedEx, and added to the order total prior to checking out.

“Standard Shipping” is available to Alaska, Hawaii, Puerto Rico and Canada.

3rd Business Day

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order. The total shipping charges are automatically computed by the shipper, USPS or FedEx, and added to the order total prior to checking out.

“Third Business Day” shipping option is not available to Alaska, Hawaii, Puerto Rico and Canada.

2nd Business Day

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order. The total shipping charges are automatically computed by the shipper, FedEx, and added to the order total prior to checking out.

“Second Business Day” shipping option is available to Alaska, Hawaii, Puerto Rico, Canada

Next Business Day

For “Next Day A.M. Delivery”, please call customer service.

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order. The total shipping charges are automatically computed by the shipper, USPS or FedEx, and added to the order total prior to checking out.

“Next Business Day” Shipping is Available To Alaska, Hawaii, Puerto Rico and Canada.

International Shipping Rates:

All International Orders will be shipped via fedex international with a flat rate of $75.00 Estimated delivery time is 3-7 business days. 

MTM Special Ops Watches are available through selective retail stores and authorized online retailers.

You can also view and purchase MTM Special Ops Watches at our headquarters in Los Angeles, California. The general public is invited to visit our showroom located at 1225 South Grand Avenue, Los Angeles CA, 90015.Our hours of operation are 9:00 a.m. to 5:30 p.m. Monday thru Friday.

For information regarding retail stores in your area, please call customer service toll-free at 1-800-284-9487 or 213-741-0808. You can also inquire by clicking Contact Us

MTM does not collect sales tax unless your order is billed to a California address or delivered to an address within the state of California.

In compliance with California state law, MTM collects California state sales tax amounting to 9.50% on all orders billed to a California address or shipped within California.

The sales tax is computed on the total order amount for products only. Shipping and handling charges and any additional service charges are not charged sales tax.

MTM does accept and ship orders internationally (outside of the United States). However, please view our DISTRIBUTORSpage to see if there is a distributor in your country. If you have an MTM distributor in your country, you must place your order with them. If your order is placed with us, we will pass your order along to the distributor in your country and there will be an unnecessary delay in your order being processed.

MTM | Watch is pleased to accept orders from outside of the United States; however, we will need to verify the transaction with the issuing bank. Once the order is placed you may be contacted via email to provide proof of identity or photo of the credit card used. to avoid unnecessary verification delays, mtm | watch recommends making payment though an established paypal account.

for credit card transactions, We may require that you send a fax copy or email of your photo ID or Passport and also a copy of the credit card, front, and back. This information is kept strictly confidential by MTM. Once we have received the information, we will verify your billing information with your bank. After receiving approval, we will email you the shipping date and tracking number for your order.

All international orders placed online with a credit card must have the same billing and shipping address. We do accept wire transfers as payment. Please contact us via email or phone to place an order paid for by wire transfer. You will then be supplied with the proper instructions once we receive and confirm your order.

We ship all international orders via DHL.

MTM shipping charges are for shipping & handling only and DOES NOT cover any taxes, customs or duties imposed by the destination country. Please be aware that all taxes and duties are your responsibility and must be paid by you to your local customs office upon the arrival of your timepiece. All international customers are responsible for any customs charges or taxes imposed by the destination country. We are not responsible for any delays this may cause. Customers also take the responsibility that the watches they are ordering can be legally imported into their respective country. If a shipment is returned to MTM for failure to pay customs or rejection by customs, the customer will be credited for the amount of their watch order less the shipping charges incurred by MTM. The charge for shipping and handling will not be credited. This includes both shipping from MTM and returns shipping charges to MTM where applicable. Unpaid duties and taxes, if incurred by MTM, will be charged to the customer’s credit card. We ask that you comply with these requirements and agree by return email so that we can quickly ship your order.

Any missing information will prohibit or delay the delivery of your order. If you have any questions or concerns regarding this refund policy, please contact our customer service department at 1-213-741-0808 (U.S. Pacific Daylight Time 9:00 a.m.-5:30 p.m. Mon.-Fri.)

Each order submitted constitutes an offer to purchase from MTM. All orders are subject to review and are not binding until accepted by MTM. We may refuse to accept your order at our discretion. After we receive your order, you will receive an automated email with a confirming receipt. Note that this email does not constitute acceptance of your order. Your order is only accepted by MTM if you receive a separate order acceptance email. A purchase and sale contract between us is created when you receive a finalized Sales Receipt or Invoice. Any authorized “hold” on your credit card or PayPal account will be released within 5-7 business days from the date of cancellation in the event your purchase order is not accepted.

MTM Special Ops is committed to protecting the privacy of your personal information. To protect the information you send from your computer to MTM’s e-commerce system, including your credit card number, name, and address, all information is encrypted using Secure Sockets Layer (SSL) software. Internally, we use encryption and web security technologies, such as authorize.net, to protect the privacy of your personal data. Only parties responsible for processing your order have access to your credit card and bank information.

MTM Watch accepts the following credit card and payments:

Visa, Master Card, American Express and Discover Card and Paypal

Orders are authorized for payment when received and your order will not be charged until it ships from our warehouse. Authorizations withhold the dollar amount from your account, in order to ensure that these funds are available when the order ships.

Please make sure that your billing information submitted to MTM corresponds to the address where your credit card statements are received. This address should also be the same address that your credit card company has on file. If you are not sure of your correct billing address, please contact your credit card company for details. Inaccurate billing and identity information submitted to MTM will delay the shipment of your order.