FREQUENTLY ASKED QUESTIONS

BUYING A TIGA PRODUCT

1.    Where to buy a TIGA product?

You can purchase our products through the TIGA official website at www.tigawatches.com.

2.    Do you have any authorised retailers?

We only sell directly through our official website.

3.    Do I need to create an account on the TIGA website to purchase an item?

You do not need to create a TIGA account to place an order, you can make your purchase as a guest.

4.    Are all items available on the TIGA website?

We may have special or limited edition models that are not available for direct purchase through our website. If you are interested in a model that is not available, you may get in touch with us by clicking here.

5.    Can I request a serial number?

We can offer serial number requests on our limited-edition watches on a first-come, first-served basis and while they are still available. Please contact us by email for assistance.

6.    What does ‘direct-order’ mean?

When you purchase a ‘direct-order’ watch with TIGA, it means that you are buying a product that is currently in stock and available for immediate fulfilment without a long waiting period.

7.    What does ‘pre-order’ mean?

When you purchase a ‘pre-order’ watch with TIGA, it means that you are buying a product that is still in the manufacturing stage and not yet available on the market. Please note that you will be required to pay a deposit or the full price upfront to reserve the watch. You will receive updates from us from time to time for ‘pre-order’ watches.

8.    What payment methods do TIGA offer?

We offer universal payment method of Visa, Mastercard, PayPal, and Stripe.

INTERNATIONAL WARRANTY

1.    How long is TIGA's international warranty?

Your watch is typically covered by the TIGA International Warranty for 24 months (2 years) to 60 months (5 years) from the date of purchase. For specific details regarding your warranty, please refer to the handbook provided with your purchase.

2.    What does TIGA's international warranty cover?

We cover all manufacturing faults or material defects. We will repair or replace any necessary parts free of charge and address identified issues after a comprehensive diagnosis. Please note that routine maintenance, such as cleaning or overhauls, does not fall within the warranty coverage and the warranty will become void if repairs or replacements are performed by unauthorised individuals not affiliated with TIGA HOROLOGY PTE LTD.

3.    What is not covered by TIGA's international warranty?

Below are the exclusions & limitation of our international warranty coverage:

• Scratches, knocks, dents, corrosion, or discolouration that do not affect product functionality.
• Damage resulting from incorrect or abusive use, negligence, accidents, and improper handling.
• Water damage resulting from failure to maintain water resistance as outlined in the handbook.
• Failure to adhere to our recommended care and maintenance instructions provided in the handbook.
• Normal wear, tear, scratches, ageing, and discolouration of the strap and bracelet.
• Magnetisation of the watch movement.
• Issues arising from adjusting the watch with date function between 20:30 and 02:00.
• Over-winding of any hand-wound mechanical watch.

4.    Will my warranty change after a repair or service?

All additional service and repair work comes with a 1 year warranty if it is not covered by the original warranty. This will not affect your original warranty period.

5.    Is the warranty transferable if I pass my watch on to someone else?

Your warranty is transferable within the warranty period and will remain valid to subsequent owners. Please note the new owner must provide the original warranty card to validate the warranty coverage.

6.    Can I delay the start date of the warranty?

No, the warranty begins one week after dispatch.

7.    Will resizing the bracelet affect my international warranty?

No, it will not affect your warranty coverage.

SHIPPING AND DELIVERY

1.    Who do you use for shipping?

We primarily use FedEx and DHL for our shipments.

2.    Do I need to pay for shipping?

We offer free worldwide shipping from time to time. When you make a purchase with the free worldwide shipping option, whether you are ordering a single product or multiple products, there will be no shipping fees or additional charges.

3.    What are the delivery options?

We offer both international economy shipping and international express shipping. We will select the most efficient shipping option based on the delivery timings and availability when the order is placed. Please note that some shipping options may not be available in certain countries.

4.    What are the delivery timings?

We aim to dispatch all orders within 3 working days, and all orders are estimated to be delivered within 7 working days. Please be aware that orders placed during peak trading periods, festive seasons, or holidays may result in longer delivery times. Shipping times may vary for different countries, in the event of any extended delays, we will update you by email.

Note: International delivery times may be affected by customs clearance procedures.

5.    Can I track my order status?

Yes. Once your order is dispatched, you will receive an email with a tracking number. You can track your order on the courier’s website. If you experience any delays or issues with your delivery, please contact us at info@tigawatches.com. Please note that tracking capabilities may vary depending on the local provider in the destination country.

6.    Which countries do you deliver to?

We deliver to most countries worldwide, with the exception of the following:

Comoros, Central African Republic, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Sierra Leone, Johnston Island, Syria, Kiribati, Yemen Arab Republic, North Korea, Mayotte Island, Myanmar, Nauru, Niue, St. Helena, St.Pierre and Miquelon, Sao Tome and Prinicpe, Solomon Islands, Somalia, Sudan, Tajikistan, Tokelu Islands, Tuvalu, and Wake Islands.

IMPORT DUTIES AND TAXES

1.    Are the prices inclusive of import duties and taxes?

No, our prices do not include import duties and other applicable taxes. Import duties and taxes are subject to your region’s regulations and are the responsibility of the customer. They will be billed to you by our shipping partner or your local customs authority upon delivery.

2.    How are import duties and taxes charged?

You will need to pay all import duties, customs fees, and local taxes before receiving your order. These charges vary for different countries and regions, you may contact your local customs office for more information.

3.    What is the policy of customs declarations?

By law, we are required to declare the correct value of all items for international shipments. We cannot under-report the value, as this may result in fines for both the sender and the recipient.

4.    Will customs officials require any additional information?

In some countries, your local customs authority may request personal details such as your Social Security Number or Tax Identification Number. Our shipping partner will contact you if this information is required.

5.    Are customs duties refunded if I return my watch?

If you received any customs duties charged via FedEx or DHL, you will need to request for your refund/s from your local FedEx or DHL office. The respective customs clearance team will assist or advise you with the refund/s. Please note that the outcome for application/s are subject to local customs authority regulations and approval.

6.    Are sales taxes refunded if I return my watch?

Yes. If sales taxes were charged during checkout, it will be refunded upon your refund approval.

7.    Are there any duties for repairing or servicing a watch?

Warranty claims, repairs, and servicing of a watch do not require payment of customs duties. If you are asked to pay for any additional charges pertaining to these services, please email us for assistance.

RETURNS AND REFUNDS

1.    What is your return policy?

Returns are accepted within 14 days of receipt of the order. The item must be returned in perfect and unworn condition, with its box and all accessories and protective packaging still intact. To request a return, please submit your return enquiry by clicking here.

2.    What is your refund policy?

We would not be able to sell a returned watch as new at the original retail price, even if it is in perfect and unworn condition. All returned watches will only be sold as ‘Nearly New’ or ‘Second Hand’ at lower prices. Therefore, if the watch shows signs of wear and has scratches, marks, or dents, we unfortunately cannot proceed with a full refund. Below are our criteria for refunds:

• 100% Refund: The returned watch is in perfect condition, as it was when shipped out. It should show no signs of wear, scratches, marks, or dents, and must include the box and all accessories and protective packaging still intact. Please note that this includes the bracelet, which must not have been resized and should have no missing links.
• 70-90% Refund: The returned watch has minor signs of wear, scratches, or marks. Some accessories or protective packaging is missing.
• 0% Refund: Your request for a refund will be rejected if the returned watch shows serious signs of wear, scratches, marks, or dents, and if any components or parts require repair or replacement.

3.    What is the return process?

You will receive a notification email once we have received your returned watch. The watch will be inspected upon arrival, and we will inform you of the inspection report with a photo of the watch attached for your reference. You may then finalise your decision based on our report. This inspection process typically takes 5 to 7 working days.

4.    How long does it typically take to process my refund?

We typically process refunds to your original payment method within seven days after we acknowledge and approve the receipt of your refund after inspection.

5.    Are there any items that are not returnable or refundable?

CARE AND MAINTENANCE

1.    When do I need to service my watch?

We recommend servicing your watch every 3 to 4 years. A service is chargeable based on the scope of work. Please note that failing to do so will not void your warranty.

2.    Why do I need to service my watch?

Lubricants in the movement can lose their viscosity, causing erratic timing or stopping over time. Servicing your watch according to our recommended schedule can prolong the lifespan of the movement, maintain its performance, and preserve the condition of its mechanical components.

3.    How can I arrange a service or repair?

You may simply email us at info@tigawatches.com or fill out the enquiry form by clicking here.

4.    How long does the service or repair process take?  

Servicing and repairing your watch typically takes 1 to 3 months depending on the scope of work required. You will be informed after diagnostics and checks before we proceed with any service or repair.

5.    What is covered by the service?

Below are the scope of work covered in the service:

• Disassembly and reassembly of the watch.
• Inspection for damaged or malfunctioning components or parts.
• Cleaning of the components to remove dirt and old lubricants.
• Application of new lubricants and replacement of gaskets.
• Replacement of other components or parts if necessary.
• Demagnetisation and regulation of the watch if necessary.
• Water resistance testing.

Note: The repair and replacement are subject to the availability of spare parts, and your watch may be replaced or repaired with the same type of refurbished parts.

6.    How much does servicing my watch cost?

We can only provide the full cost of servicing or repairing your watch after we have received and thoroughly inspected it. We will inform you of the final cost and obtain your approval before proceeding with any work.

7.    Can I take my watch to a third party for repair?

We're happy to assist you. Please email us at info@tigawatches.com.