Shipping policy
Every PHNTM watch is individually inspected by hand before it leaves us. This policy explains how that works, what shipping costs, and what happens if something goes wrong in transit.
1. Inspection before dispatch
PHNTM watches are produced in batches and delivered to us in bulk. No watch goes straight from the factory to you. Before shipment, each watch is unboxed and inspected for:
- Timekeeping and power: the movement is wound, run, and checked against a reference before it is approved.
- Finish: case, bracelet, dial, hands, and caseback are checked under magnification for scratches, PVD flaws, dust, or debris under the crystal.
- Function: crown, winding, time-setting, rotor, and clasp are operated by hand.
- Fit: bracelet links and pins are checked for rattle and secure fit.
Any watch that does not pass is set aside and never shipped. Each approved watch is photographed with its serial number and packed with its authentication card before the box is sealed.
2. Processing time
Orders are inspected, packed, and dispatched within 2–4 business days (Monday–Friday, excluding US federal holidays). Orders placed after 2:00 PM ET, or on a weekend or holiday, begin processing the next business day.
During launches, restocks, or holiday periods, processing may take up to 7 business days. We will email you if your order will take longer than that. Delivery times below begin after dispatch, not at the time of order.
Pre-order and Kickstarter reward shipments follow the timeline stated on the product page or campaign, and you will receive a tracking number when your watch ships.
3. United States shipping
All US orders ship from Massachusetts, fully tracked, insured for the full order value, and require a signature on delivery.
|
Method |
Estimated delivery after dispatch |
Cost |
|---|---|---|
|
Standard (USPS Ground Advantage) |
2–5 business days |
Free |
|
Expedited (USPS Priority Mail) |
1–3 business days |
$15 |
|
Express (USPS Priority Mail Express) |
1–2 business days |
$45 |
We ship to all 50 states, Puerto Rico, US territories, and APO/FPO/DPO addresses. Alaska, Hawaii, territories, and military addresses may take longer than the estimates above. PO Box addresses can only receive USPS methods.
4. International shipping
We ship to [list of countries enabled in Shopify Markets]. All international orders are fully tracked and insured for the full order value.
|
Destination |
Standard |
Express (DHL Express) |
|---|---|---|
|
Canada |
$25, 5–10 business days |
$45, 2–4 business days |
|
United Kingdom, EU, Australia, New Zealand, Japan |
$35, 6–12 business days |
$55, 2–5 business days |
|
All other supported countries |
Not available |
$65, 3–7 business days |
Delivery estimates are not guaranteed. Customs clearance can add time that is outside our control.
5. Duties, taxes, and customs
Where available, import duties and taxes are calculated and collected at checkout, so nothing more is owed on delivery. Your checkout total will show these charges clearly before you pay.
Where duties cannot be collected at checkout, they are the customer's responsibility and are billed by the carrier or customs authority on arrival. These fees are set by your country, not by PHNTM.
We declare every shipment at its true value and as merchandise. We cannot mark orders as gifts or declare a lower value, as this is illegal and voids shipping insurance.
If you refuse an international package or do not pay duties owed on delivery, and the package is returned to us, we will refund the product price minus original shipping, return shipping, and any duties or fees we cannot recover.
6. Signature required
Every PHNTM order requires a signature on delivery. If no one is available, the carrier will leave a notice and attempt redelivery or hold the package for pickup. Packages returned to us after failed delivery attempts can be reshipped once the reshipping cost is paid.
7. Tracking
You will receive a confirmation email with a tracking number when your order ships. Tracking may take up to 24 hours to show movement after the label is created.
8. Address accuracy
Please check your shipping address at checkout. Contact us at [support email] within 12 hours of ordering to change it; after a watch is packed, we may not be able to.
We are not responsible for orders delivered to an incorrect address entered at checkout. If such a package is returned to us, we will reship it once the new shipping cost is paid.
9. Lost, stolen, or damaged shipments
Every order is insured until it is delivered and signed for. Once tracking confirms a signed delivery, responsibility for the package passes to the customer.
- Lost in transit: contact us if tracking has not updated for 7 business days (US) or 15 business days (international). We will open a claim with the carrier and replace or refund your order once the claim is confirmed.
- Damaged on arrival: email us within 48 hours of delivery with photos of the outer box, packaging, and watch. Keep all packaging until the claim is resolved, as the carrier may need to inspect it.
- Marked delivered but not received: contact us within 48 hours. Check with neighbors and building staff first. We will work with the carrier using the signature record.
Because every watch is inspected and photographed before dispatch, our pre-shipment record is used to resolve damage and condition claims.
10. Questions
Contact [contact@phntm.watch]. We reply within 1–2 business days.
PHNTM Watch Co. LLC, Massachusetts, United States.