Frequently Asked Questions
DUE TO COVID-19 RESTRICTIONS AND REGULATIONS, YOU MAY EXPERIENCE DELAYS IN RESPONSE AND PROCESSING TIMES.
SUPPORT IS AVAILABLE VIA EMAIL AND OVER THE PHONE, THOUGH WE ANTICIPATE DELAYS TO RESPONSE TIMES. WE APPRECIATE YOUR UNDERSTANDING IN THESE UNPRECEDENTED TIMES.
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.
UPS Ground – Order must be received no later than 2:00 pm pst Monday, December 14th to receive by Christmas.
UPS Express Saver (3rd Day Delivery) – Order must be received no later than 2:00 pm wednesday, December 16th to receive by Christmas.
UPS 2nd Day – Order must be received no later than 2:00 pm friday, December 18th to receive by Christmas.
UPS Overnight – Order must be received no later than 2:00 pm tuesday, December 22nd to receive by Christmas.
UPS Saturday Delivery – If you’re requesting Saturday Delivery, please contact us to confirm the available shipping options.
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 18th, 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.
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.
For International Orders, MTM does not offer this option. Your shipping and credit card 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 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 returns must be received in new, unworn, unsoiled,unused, unaltered condition as described in this general return/exchange policy:
A Return Authorization (RA) number must be written on the outside of the return package. 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.
Holiday exception if your purchase was made between November 15 to December 24, you have until January 15.
All merchandise that is returned must be received in new, original and unused condition, along with all original manufacturer boxes, manuals, and booklets with packaging and accessories intact. All returns and exchanges are subject to inspection by our returns department. Any watch that is worn, soiled, scratched, sized or altered in any way will be denied credit or exchange.
Watch bands, bracelets, and accessories are not returnable for exchange, refund and/or credit. MTM | Special OPS Watch 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 in a damaged or worn condition 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 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 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]mwatch.com
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.
Yes! MTM offers a 15% discount for purchases made directly by Military, Law Enforcement, Fire Department & Federal Govt. personnel.
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
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
To receive the discount, we will ask you for proof of your current or previous enrollment. Proof of enrollment must be submitted 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.