CUSTOMER CARE

Frequently Asked Questions

WHAT IS ZODIAC?

Since our founding more than a century ago, we have dedicated ourselves to the precision and craftsmanship associated with Swiss timekeeping — with a rebellious spirit. We have consistently pushed the limits of design innovation, evolving our style and driving our timepieces to become more technical and dynamic.

Our pursuit to create quality, precision Swiss watches made to be worn and lived in has been the fuel for some of our most beloved collections. As we create the next generation of tool, dive and dress watches, our engineers and artisans are already hard at work challenging boundaries and breaking rules.

Click here to learn more about our sustainable practices and policies.
 

HOW DO I ORDER EXTRA LINKS AND BUCKLES?

You may order extra links with your credit card by calling FG Services at 1-800-842-8621. The first two links are free. There is an additional charge for any links after the first two. For all orders there is an $8.50 shipping and handling charge, plus any applicable taxes. There is a limited quantity of links; therefore, availability cannot be guaranteed.

WHAT IS YOUR SHIPPING POLICY?

Zodiac ships Monday through Friday excluding holidays. The shipping cut-off time is 3pm CST. Orders placed after 3pm CST will be processed the next business day. All shipping dates are pending credit card verification for in-stock merchandise. Please allow 1-2 business days for your order to process before it is shipped. Deliveries occur Monday - Friday. To learn more about our shipping methods and delivery times, please click here.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Zodiac accepts U.S. issued major credit cards (Visa, Discover, MasterCard, AMEX) and PayPal. If you are using a prepaid card from MasterCard or Visa, please follow the instructions provided by the card provider. For further instructions regarding your prepaid card please contact the customer service number provided by the card provider.

MY ORDER IS NOT PROCESSING. WHAT DO I DO?

If you receive an error message while placing your order, there could be a problem with the information entered. Please verify the billing address you entered at checkout. The billing name and address you entered must match your credit card statement exactly for an order to be processed. Please refer to your credit card company if the problem persists.

If you continue to face issues placing your order, please contact our Customer Care department at 888-687-8451 between 8am-7pm (CST), Monday through Friday or between 9:30am-6pm (CST) Saturday, and one of our Customer Care representatives will be glad to assist you. Please be advised that multiple unsuccessful order attempts may result in multiple credit or debit card authorizations.

Zodiac aims to provide you with the best shopping experience possible. If you have received an error message when trying to place an order, we recommend reviewing the following explanations before attempting to place another order.

- The billing address provided does not correspond to the credit or debit card you are using.
- The security code for your card is incorrect. For Visa, MasterCard and Discover, this is the LAST 3 digits on the back of your card. For American Express, it is the 4 small digits located on the front of your card.
- The credit card used is not issued within the United States.

Each time an order is attempted, a pending authorization will be placed on your account. For unsuccessful orders, these pending authorizations usually drop off in 3-5 business days, dependent upon your bank. If you have any further questions, please contact Customer Care at 888-687-8451.

CAN I TRACK THE SHIPMENT OF MY ORDER?

Once your order is assigned a tracking number, you will receive a confirmation email with the number. If you have not received this email within 1-2 business days of placing your order, please contact our Customer Care department with your order confirmation number to obtain your tracking number.

CAN I CHANGE OR CANCEL MY ORDER?

Zodiac is unable to change or cancel any orders once they have been placed due to expedient processing time at our warehouse. We recommend verifying all of your information before proceeding with your order.

HOW DO I RETURN AN ITEM FROM MY ORDER?

Zodiac is committed to making your shopping experience a success and offers free returns. If you are not 100% satisfied with your purchase, we will accept returns of unworn merchandise for up to 30 days from purchase for a full refund. Proof of purchase or packing slip invoice is required for reimbursement of the full purchase price. In all cases, refunds will be made in the form of the original payment.

Please enclose your packing slip and use your prepaid shipping label to send your purchase back for return. If you have lost your Zodiac label or packing slip, please call Customer Care at 888-687-8451. Please visit our return policy page for more information.

Please be advised that we are unable to process exchanges. If you wish to make an exchange, please follow the instructions to return your order and place a new order.

WHERE CAN I FIND INSTRUCTIONS ON HOW TO USE MY WATCH?

Date Setting

1. Pull the crown out to position 2.
2. Turn the crown either clockwise or counter-clockwise and set the date for the previous day. The direction that moves the date varies on different watch models.

 

Time Setting

1. Pull crown out to position 3.
2. Turn counter-clockwise to advance the time and continue until the day changes to the present day.
3. Set to the correct time.
4. Push crown back to position 1.

 

If you are in need of additional assistance with your watch, please contact Customer Care at 888-687-8451.

 

WHERE CAN I FIND INFORMATION ABOUT MY WATCH’S WARRANTY?

Zodiac aims to provide you with high quality products and service. Your Zodiac watch comes with a 2-year limited warranty that protects against defects in material or workmanship. To see if your Zodiac watch qualifies for warranty service, please visit our Warranty Information page for more information.

HOW DO I GET MY WATCH REPAIRED?

Should your watch need warranty or non-warranty service, please click here to set up a repair through our online repair portal. For more information about our watch warranty and service, please visit our Warranty page.

*Please note that repairs for Zodiac watches can take up to 7 weeks to complete, depending on what kind of repair is required.

 

HOW CAN I ORDER REPLACEMENT BANDS FOR MY WATCH?

Customers located in the U.S. can order a replacement leather strap by contacting Customer Care at 888-687-8451. Orders must be placed with a U.S. issued credit or debit card. Please have your watch’s style number ready (located on the back of your watch) so our representatives can assist you. Once the order is placed, please allow 7-10 business days for the strap to arrive. You can then take your watch and strap to a local reputable jeweler to have it installed.