FAQ

PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED?

Branzio accepts Visa, MasterCard, American Express, PayPal and Branzio Gift Cards. If you
have a question about a specific payment method, please contact customer service.

HOW DO I KNOW IF MY PAYMENT WAS SUCCESSFUL?

If you were directed to the “Thank You” page after submitting your order, it was successfully received. Once payment is processed, you will receive an order confirmation to the email you provided at checkout. Tracking information is sent the first business day after the order was placed.

 

SHIPPING

WHEN WILL MY ORDER SHIP?

Your order will typically ship within 24 hours after we receive the order and the payment is verified, excluding weekends and holidays. Orders received after 9am PST will typically ship the following business day. Orders received after 9am PST on Friday will typically ship the following Monday. Please allow 24-48 hours for your tracking details to update. Please refer to our full shipping policy here for more information.

WHAT COUNTRIES DO WE SHIP TO?

Currently, we can only ship to U.S. and Canada. Please refer to the U.S./Canada Shipping Policy for more information. We apologize for the inconvenience and hope to ship to more countries soon!

 

RETURNS

WHAT IS THE RETURN & EXCHANGE POLICY?

We offer free and easy returns for all domestic and international orders over $50 USD, brand new in package, and returned to us within 60 days of delivery. Please contact Customer Service for help scheduling your return and to receive a prepaid return label. Please note, customers are responsible for return shipping on international orders over $50 USD. The original cost of shipping and expedited shipping fees on all orders are non-refundable. 

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We will email you a pre-paid return label within 24 hours once we receive notice that you would like a return. A full refund or store credit will be applied within 7-10 days (depending on your bank or payment method) once your return has been received by our warehouse and is deemed in compliance with our returns policy. Please note, it may take up to 3 additional business days after we have applied the return for the funds to be available back on your credit card or payment method.

WAS YOUR ITEM DAMAGED UPON RECEIPT?

If you received a damaged item, please reach out to our Customer Service team at hello@branzio.com. We apologize for the inconvenience and will work
diligently to resolve this issue. For additional warranty information, please refer to our Guaranty Policy on the FAQ page.

WHAT CAN I DO IF I RECEIVE THE WRONG ITEM?

If you received a wrong item, please reach out to our Customer Service team at  hello@branzio.com. We apologize for the inconvenience and will work diligently to resolve this issue.

 

WARRANTY

IS THERE A WARRANTY?

Branzio guaranty policy covers manufacturer defects for two years after the original purchase date. Branzio will happily repair or replace your product free of charge. Purchases must have been made from an authorized dealer. Manufacturer’s defects include if the watch parts or mechanics don't work properly due to a fault of the manufacturer and no fault of your own. Please note, this does not cover any damage caused by the customer, which will be your responsibility. The guaranty does not cover the following items water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. A proof of purchase will be required in order to claim your guaranty. Please keep your receipt for reference, as we may require a copy. If the purchase was made from our website, will be able to reference your purchase from the order number alone.

 

ORDER STATUS

WILL MY ORDER SHIP RIGHT AFTER PURCHASE?

Your order will typically ship within 24 hours after we receive the order and the payment is verified, excluding weekends and holidays. Orders received after 9 AM PST will typically ship the following business day. Orders received after 9AM PST on Friday will typically ship the following Monday. Please allow 24-48 hours for your tracking details to update. Please refer to our full shipping policy here for more information.

WHY HAVE I NOT RECEIVED AN EMAIL CONFIRMING MY ORDER?

Once an order has been submitted, verified and processed successfully, you will receive an automatic order confirmation via email. If you have not received an order confirmation, please contact customer service so we can investigate this for you. It is possible that your order has failed or that the email address submitted by you is incorrect.

 

HOW CAN I TRACK MY ORDER?

After your order has been scanned at a [CONFIRM - UPS] sorter, you will receive an e-mail from UPS containing the tracking information of your package. If you want to track your package, simply use the tracking number on the official website.

 

CHANGES & CANCELLATIONS

HOW DO I CANCEL MY ORDER?

If you would like to cancel your order, please contact us as soon as possible. If we can not immediately make the requested cancellation, usually because the order has already been shipped, we will contact our courier and ask for the package to be returned to our warehouse. Only when the package is back in our warehouse will we be able to process the cancellation.

CAN I CHANGE OR ADD PRODUCTS TO MY ORDER?

If you would like to change or add products to your order, please contact us as soon as possible. Once our warehouse has processed your order, we will be unable to make any changes. You can also place a new order for additional products, which will be processed as a separate order.

CAN I CHANGE THE DELIVERY ADDRESS?

If you want to change your delivery address, please contact us and we will do our best to help you with this issue. If we can not process the address change directly in our system, usually because the package has already been sent, we will have to contact our courier to make changes to the delivery address. Please note that this process will extend the delivery time; Branzio is not responsible for any delay in delivery as a result of a request for address change of the customer.

CAN I CHANGE THE EMAIL ADDRESS IN MY ORDER?

Please contact our team below ASAP and provide us with the preferred email address. We’ll resend the confirmation of purchase to your new email address if it’s required.

 

PRODUCT

WHAT IS THE WATCH GLASS MADE FROM?

Our glass is made of Sapphire crystal. Sapphire crystal is second only to diamond in mineral hardness and is extremely durable and scratch resistant.

WHAT TYPE OF MOVEMENT IS USED?

Our watches feature Japanese Miyota Precision Quartz Movement, which is very well known regarded in the industry.

WHAT ARE THE CASES MADE FROM?

Our watch cases feature brushed stainless steel cases.

WHAT ARE THE STRAPS MADE FROM?

Our straps are made of genuine leather or nylon, with a brushed stainless steel buckle.

ARE THE WATCHES WATERPROOF?

Our watches have a water resistance of 3 ATM, which is considered splash/rain resistant and is suitable for everyday use. Please avoid all contact with water, as water damage is not covered under our guaranty. 

SUBDIAL HANDS ON MY CHRONOGRAPH SEEM TO BE OUT OF PLACE. ARE THEY DEFECTIVE?

No, this is a simple fix. Please refer to the instructions below.

IF THE MIDDLE SUBDIAL POINTER IS POINTED TO THE RIGHT:

Pull the crown (knob to adjust the time) out of 2 clicks and then press the
bottom button on your watch. This will make the subdial hand jump back one
second at a time. Do this until the hand is straight.

IF THE MIDDLE SUBDIAL POINTER IS POINTED TO THE LEFT:

Pull the crown (knob to adjust the time) out of 2 clicks and then press the
top button on your watch. This will make the subdial hand jump forward one second at a time. Do this until the hand is straight.
HOW DO I CHANGE STRAPS?

Changing your watch is designed to be very simple! Please refer to the “how-to” chart below.

WHAT STRAPS FIT MY WATCH?

We have straps for every size and style of watch. The 20mm strap fits the 40mm watch case, the 22mm strap fits the 42.5mm watch case, and the 24mm strap fits the 45mm watch case.

IS THERE A SIZE GUIDE?

WHAT TYPE OF BATTERY IS USED?

The battery for all our watches is the SONY SR626SW.

HOW DO I REPLACE MY BATTERY?

Our watch batteries can be found at most electronic stores, as well as watch repair or jewelry stores, who should also be able to assist you with the battery replacement. We don't suggest replacing the battery on your own, as it requires some special tools and you could damage the watch.

HOW DO I TAKE GOOD CARE OF MY WATCH?

Please avoid all contact with water. The crown needs to be pushed in completely to stop water from entering the watch and damaging the movement. Try to avoid exposure to sunlight for extended periods of time to prevent discoloration.

HOW DO I TAKE GOOD CARE OF MY LEATHER STRAP?

Please keep your band as dry as possible at all times. Try to avoid exposure to sunlight for extended periods of time to prevent discoloration. If using a mild leather cleaner, please follow instructions carefully to avoid damaging your band.