You can return eligible items within 30 days of receiving an order for a refund of the merchandise value. An original receipt or gift receipt is required. Custom engraved items are not eligible for returns. Review the full list of ineligible items and our refund policy below before starting the process.
Ways to Return
- Bring to a UPS Location - Start process below.
- By Phone - Call customer service at 800-642-0011
- INELIGIBLE ITEMS
- Engraved Items
- Items damaged at fault of customer
- REFUND POLICY
- Original Receipt - Returns with the original receipt will be refunded in the original form of payment
- Delivery Fees - Delivery fees are non-refundable and prior purchases are not eligible for price adjustments.
- Cash & Check Refunds - Cash and check refunds over $100 will be issued as a company check and mailed to you (may take 14 business days)
- Defective or Items Damaged in Shipping - Emperor Clock reserves the right to offer to repair and/or replace the item. Return shipping for repaired/replaced items is free to the customer.
- Returned after 30 days - Customers who wish to return items to Emperor Clock after 30 days from receiving their item may still be eligible for partial refunds. Customer is responsible for paying for return shipment back to our warehouse. Any item returned 31-90 days after the original shipping date will incur a 15% restocking fee. No merchandise can be returned for refund after 90 days.
- Store Credit - If desired, customers may request that a store credit be issued to their account in order to replace their returned item with an alternative item. Customers are responsible for paying the remaining balance due, if any, on the replacement order. Any balance remaining may either be kept on their account to go towards a future purchase or issued as a refund to their original method of payment.
- DAMAGED ITEMS
- Damaged during Shipping (visible damage to the box) - Please take note of any damage on your carrier's receipt, but do not refuse delivery. Keep all packing materials and notify us immediately.
- Damaged during Shipping (but box is okay) - Items that are defective or damaged upon delivery may be able to be repaired. Emperor Clock offers free technical support with our expert clock technicians and may be able to offer ways for you to fix your item. Emperor Clock may also attempt to service your item through a local clock repair shop or technician. All damage or shortages MUST be reported within 10 days of receipt.