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FAQs

Q: Where can I get technical information for my watch?
A:

Generally, we reserve technical information for qualified watchmakers. If you need an instruction booklet which details operating specifications of your timepiece, click here.

Q: How do I set my watch?
A:

Citizen employs a variety of movements types, many of which have unique setting procedures. To learn more how to set your watch, click here.

Q: How can I get replacement parts, such as a band?
A:

Contact your nearest Authorized Service Center. Click here to be taken to the Authorized Service Center listing page.

Q: How much will it cost to replace my broken crystal?
A:

When it comes to broken crystals, the watch has had to sustain a shock for the crystal to break. For this reason, it is imperative we first review your timepiece before quoting any costs.

Q: How do I fill out my warranty information?
A:

Click here to view a representation of the Warranty Coupon form and information for completing the form. Please note, there is no registration required to validate your warranty. Be sure to keep a copy of your dated and detailed sales receipt for purchase confirmation.

Click here to be taken to the service and warranty information page.

Q: I have a watch that is not a Citizen but has a Citizen movement. Can you repair it?
A:

We can only repair those watches clearly branded as Citizen. If the dial and/or caseback to not state Citizen, we are unable to repair it. In these instances, we suggest you contact the original place of purchase for assistance.

Q: Where do I send my watch for service?
A:

Click here to be taken to the United States Service Center Page.

Q: What are your Customer Service telephone support hours?
A:

Our telephone hours are 7:00AM to 3:45PM, Pacific Time, Monday through Friday.

Our busiest times include the lunch hours, Mondays, the first day following a time change and right after a holiday. We appreciate your patience during these times.

If you are calling about watch parts, be sure to have your watch with you when calling. If you are calling about a repair that we have or you have sent, be sure to have your repair number and/or shipping tracking number available.

Q: How do I send my watch for service?
A:

Click here to be taken to the United States Service Center Page.

You may find it necessary to return your timepiece for service. We look forward to serving you. Following the guidelines below will help you submit your watch for repair to our service facilities.

How to submit your watch for service:

  • If you are a U.S. customer mailing your watch for service, we recommend you forward it via insured carrier to our Torrance facility as this location is better equipped to handle large volumes of repairs and inquiries. You may also send it to our regional Dallas, Georgia or Detroit #2 (Univerasl Watch)facilities, but they are smaller locations so their processing times may be  longer than that of our Torrance location.
  • If you are located outside the U.S. and are in need of repair assistance, please click here to discover a service center in your locale.
  • Package your timepiece in a sturdy container that will resist damage during transit. (All shipping and packing materials will be discarded.  Therefore, please do not use any containers and/or materials you wish returned)
  • Insure the shipment for retail replacement value. We suggest you utilize a method that allows package tracking such as UPS, FEDEX, or Insured Mail.
  • Include a detailed letter describing what repairs you would like performed as well as a daytime telephone number and your return address. It is also a good idea to note the case and serial numbers. Be sure to keep a copy of your letter for your records.
  • If you have an email address, be sure to include it with your repair. This will enable us to quickly let you know when your watch is entered into our system, provide a repair estimate and advise you of when your watch ships along with a tracking number.
  • If desired, you may use our printable form. You will need to have Adobe Acrobat installed to open the file. Click Here to open the form (168k PDF). If you do not have Acrobat reader please click here to download Acrobat Reader.
  • If you are submitting your watch for a warranty repair, be sure to include your completed warranty card or proof of purchase detailing the date and model.
  • For work requiring pre-payment such as out of warranty work or for work not covered by the warranty, an estimate detailing such costs will be mailed to you prior to proceeding with the repair. Chargeable repair work requiring pre-payment will not be commenced until we have received your approval. You may authorize Citizen to proceed with the repair by mailing in a check or money order or by phoning us with a credit card number (Visa, Mastercard or American Express).
  • We are unable to quote exact repair prices via email or telephone as actual parts needs cannot be determined until our technicians have had an opportunity to review your timepiece.
  • Turn around time varies by time of year. Approximate turn around times for our Torrance facility are as follows:

Peak Periods:

(January/February and August/September):<br>Turn around time generally runs about 10-12 business days after approval and payment of a repair.

Non-Peak Periods:

Turn around time generally runs about 8-10 business days after approval and payment of a repair. Warranty repairs will follow these turn around times from the date of receipt, rather than an estimate approval/payment date.

Please note the days shown are business days and are for general reference only. There may be issues beyond our control, such as parts back orders or unique repairs, that affect actual times. Also note that these times do not include any transit time to or from our Torrance facility. Be sure to allow sufficient time when planning your repair needs for vacations, trips or other important events. Turn around times for regional facilities vary and are generally a bit longer than the Torrance facility as they are much smaller centers.

Q: How can I get replacement Swarovski Crystals?
A:

We do not sell individual Swarovski crystals as they are of different sizes depending on model and where they are located. Additionally, to place one new crystal next to older crystals would detract from the appearance of the watch.

If you would like the Swarovski crystals replaced we would need to replace the entire component to which the Swarovski crystals are attached.

Q: What is my case and/or bracelet made of?
A:

Our watches are manufactured with a variety of materials. Some are:

Base Metal – Non precious metal alloy

Stainless Steel – Steel alloy containing 4% Chromium to make it resistant to rust and attack from various chemicals.

Resin – Hardened plastic with fine mesh metal added to increase durability.

Titanium – Lightweight, ultra tough and hypo-allergenic metal (nickel free). Used in purest form to make watch cases or bracelets.

Q: Can I set my watch to accomodate 30 or 45 minutes time zones differences from UTC?
A:

Other than conventional analog series models, only our Skyhawk AT , Perpetual Chronograph AT and World Perpetual AT series of timepieces feature or can accomodate one half hour or forty-five minute off set time zones.

Q: What do the functions in the chronograph do?
A:

Simply stated, the chronograph is a feature to measure elapsed time, similar to the function of a stopwatch. There are a variety of types from 30 minute to 24 hour chronographs. Some models are quite complex incorporating other advanced features such as: calendar, alarms, multiple time zones, countdown timer, depth meter and others. Your owner’s manual will outline the features of your particular model.

Q: Who can service or change a battery in my watch marked Factory Service Only?
A:

If you are a U.S. customer and your watch is a Eco Drive Calibre 2100, “20 Anniversary” Eco Drive Dive  Series or Eco Drive Skyhawk A – T series, only our Torrance location has the proper test equipment.

If you are a U.S. customer and your watch is one of our other Aqualand series watches, in addition to our Torrance location, our Dallas and Georgia regional service centers carry the equipment to ensure the watch is properly water tested after repair. U.S. watch owners should mail or present your watch marked “Factory Service Only” to these service centers only as the other regional centers do not have the needed test equipment.

Q: Why does my watch get foggy if it is water-resistant?
A:

The clouding of the crystal is caused by the following two factors:

The temporary clouding of the crystal is due to a sudden change in temperature inside the watch, such as going from a warm environment to a cold environment or vice versa. If it disappears after a short time, it causes no deterioration to the performance of the watch and is not indicative of a problem with water resistance.

-OR-

Moisture enters the watch due to a breach in the case, such as a gasket that has failed. As a result, the clouding of the crystal remains constantly or occurs every time the watch is worn on the wrist. In such a case, the watch should be taken to a qualified watch repair person as soon as possible to minimize moisture damage.

Q: UPS says my watch is delivered yesterday. How come I have not heard from you yet?
A:

It does take from one to three business days, depending on season, for us to enter your watch into our system. From there it takes from 1 to 2 days for review by our evaluation team. If after 5 business days you have not heard from us, please call our Customer Service team at 800 321 1023 x 4234. Our telephone hours are 7:00 to 3:45pm, Pacific Time, Monday – Friday.

Q: Why didn’t the replacement battery in my non-Eco-Drive watch last as long as the first battery?
A:

As the watch ages, battery changes may become more frequent due to the oils in the movement drying out or dirt entering the watch through aged gaskets. This causes more friction increasing the electrical demands of the step motor.

Q: Why is my watch running backwards?
A:

Generally speaking, a quartz watch can run backward only if the stator (a component of the movement) is damaged in such way as to change its relationship to the rotor (step motor in the movement). If this has happened, the watch movement will generally need to be replaced.

However, some multi-function models, such as the Eco Drive Minute Repeater may run counterclockwise if the all-reset function and time setting is not completed properly. This is the watches way of letting you know something did not go right. Be sure to follow the setting instructions step by step to avoid this phonemonon.

Q: Do I have to pay for shipping on my warranty repair?
A:

As outlined in the warranty, the person submitting the watch for repair, warranty or otherwise, must incur any costs associated with shipping the watch to an Authorized Service Center. If the repair performed is a warranty repair, we will pay for shipping to get the watch back to you.

Q: How long will my battery last?
A:

Conventional battery life (not Eco Drive) is dependent on a variety of things including features of your watch such as alarms, age of your watch and how the watch is used. The average life of a conventional battery in a new watch is two years.

The Energy Cells featured in our Eco Drive product have a life of 40 years. Even after 20 years it will still maintain 80% of its original charge capacity. It is highly unusual for one of these special cells to fail.

Q: Can I get an instruction booklet if I didn’t receive one with my new watch?
A:

We offer a variety of instructions on our website including abbreviated, full and interactive. Click here to be taken to the Instruction Booklet viewing page.

Original items such as hard copy instruction booklets, warranty booklets, and other informational brochures are only avaiable at the time of purchase from an Authorized Retailer.

Q: I live near your office. Can I bring my watch in for repair?
A:

As our site is a secure site, we do not offer drop off or will call service.

Q: How can I get a replacement for a lost operating manual?
A:

Downloadable/Printable instructions can be found in the technical support area.  Click Here to visit this section of our website. Original operating manuals and other literature are available only at the time of purchase from an Authorized Dealer.

Q: How can I get my dive watch to measure in meters, if it currently measures in feet?
A:

There are no user options to change the measurement system of our dive watches. The factory manufactures two separate versions of some dive movements and other components for the standard (feet) and metric measurement systems. The availability of these models will vary by country. It is very important to ensure the correct version is initially purchased. Be especially careful when making purchases when in countries outside your home country or via the internet as you may purchase a measurement system to which you are not accustomed.

Q: Why do I have to have a water test?
A:

Regular maintenance is required to preserve the water resistant quality of any timepiece. The only way to ensure the gaskets are in a condition to protect your watch against the intrusion of moisture is to put your watch under pressure equivalent to the water resistant rating of the watch. All water-resistant models should have the gaskets changed every 18 months to two years. If the watch is used in daily showering, a chlorinated pool or salt water, the gaskets should be changed on a yearly basis. For more information, click here to view our Water Resistance Guidelines Page.

Q: What is a BAR or ATM of pressure?
A:

Water resistance is measured in BAR’s or ATM’s when the watch is in a static (motionless) state. One BAR or ATM is equivalent to the pressure at 33 feet under water. One thing to keep in mind is that we live at 1 atmosphere of pressure. This means that when a watch is water resistant to 3 “BAR or ATM”, it is water resistant to 66 feet under water, not 99 feet as many people believe.

Q: What is Water Resistance?
A:

A product may be classified as “Water Resistant” if it is sufficiently impervious to water or moisture when it is immersed completely in water for five minutes under atmospheric pressure of 15 pounds per square inch and for at least another five minutes under an additional pressure of at least 35 pounds per square inch without the entrance of moisture.

Q: What kind of crystal is in my watch?
A:

We utilize a variety of crystals in our timepieces. They range from plastic, which may easily scratch to synthetic sapphire that is difficult to scratch. The vast majority of our timepieces incorporate mineral crystals. Mineral crystal is a glass compound with mineral additives that is heat treated to give its hardness allowing it to be more resistant to scratching and marring than normal glass.

Q: How do I know if my watch is water resistant?
A:

If your watch is water resistant, there will be clear markings on the back such as Water Resist, WR, or Water Resistant. If there is no indication, then your watch is NOT water resistant and you should take great care not to get your watch wet. For more information, click here to view our Water Resistance Guidelines Page.

Q: Are there any Citizen watches that do not contain nickel?
A:

Yes.

Many Citizen Titanium watches, both men’s and ladies’ models, contain no nickel and are hypoallergenic.

Q: Why is the plating of my watch coming off?
A:

The plating on a Citizen watch does not rub off in the sense that you can remove it by rubbing your thumb or finger over the surface. However, if the finger or thumb is soiled with any abrasive material, damage to the finish will occur. During daily use, the watch may come in contact with a variety of abrasive materials which over time may abrade the plating away.

Anything that is harder than the plating, such as metal, glass or even dust or grit on the working surface of a desk can cause excessive wear. Proper care in avoiding contact between the watch and hard or abrasive materials and frequent cleaning to remove any accumulation of dust or soil will extend the life of the finish.

Q: Do you have a repair form I can send with my watch?
A:

Yes, we have a general repair request form you may use. You will need to have Adobe Acrobat installed to open the file.

Click here to open the form (168k PDF). If you do not have Acrobat reader please Click here to download Acrobat Reader.

Q: My Eco Drive has stopped. How do I get it restarted?
A:

Your Eco-Drive needs light to operate correctly. While most types of light will charge your watch, it can take extended periods of time with “normal” lighting. In these circumstances, we recommend charging by exposing your watch to direct sunlight. Sunlight through a window is acceptable but do be aware the glass in your window will refract and minimize light energy coming through so additional charging time may be needed. After fully charging your watch, be sure to do the all reset/0-positioning(some models) and set your watch, otherwise it may continue to operate in an unusual manner.

Charging rates vary by model. Click here to be taken to the Eco-Drive Recharging page.

Q: How do I send my watch for repair in the United States?
A:

You may find it necessary to return your timepiece for service. We look forward to serving you. Following the guidelines below will help you submit your watch for repair to our service facilities.

How to submit your watch for service:

  • If you are a U.S. customer mailing your watch for service, we recommend you forward it via insured carrier to our Torrance facility as this location is better equipped to handle large volumes of repairs and inquiries. Be sure to address your package as follows, otherwise the shipment may be refused at our receiving dock: “COA:Attn CS Dept, 000 W 190th St,Dept. R, Torrance, CA 90502″. You may also send it to our regional Dallas or Georgia locations, but they are smaller locations and their processing times may be longer than that of our Torrance location.
  • If you are located outside the U.S. and are in need of repair assistance, please click here to discover a service center in your locale.
  • Package your timepiece in a sturdy container that will resist damage during transit. (All shipping and packing materials will be discarded.  Therefore, please do not use any containers and/or materials you wish returned)
  • Insure the shipment for retail replacement value. We suggest you utilize a method that allows package tracking such as UPS, FEDEX, or Insured Mail.
  • Include a detailed letter describing what repairs you would like performed as well as a daytime telephone number and your return address. It is also a good idea to note the case and serial numbers. Be sure to keep a copy of your letter for your records.
  • If you have an email address, be sure to include it with your repair. This will enable us to quickly let you know when your watch is entered into our system, provide a repair estimate and advise you of when your watch ships along with a tracking number.
  • If desired, you may use our printable form. You will need to have Adobe Acrobat installed to open the file. Click here to open the form (168k PDF). If you do not have Acrobat reader please Click here to download Acrobat Reader.
  • If you are submitting your watch for a warranty repair, be sure to include your completed warranty card or proof of purchase detailing the date and model.
  • For work requiring pre-payment such as out of warranty work or for work not covered by the warranty, an estimate detailing such costs will be mailed to you prior to proceeding with the repair. Chargeable repair work requiring pre-payment will not be commenced until we have received your approval. You may authorize Citizen to proceed with the repair by mailing in a check or money order or by phoning us with a credit card number (Visa, Mastercard or American Express).
  • We are unable to quote exact repair prices via email or telephone as actual parts needs cannot be determined until our technicians have had an opportunity to review your timepiece.
  • Turn around time varies by time of year. Approximate turn around times for our Torrance facility are as follows:

Peak Periods:

(January/February and August/September): Turn around time generally runs about 10-12 business days after approval and payment of a repair.

Non-Peak Periods:

Turn around time generally runs about 8-10 business days after approval and payment of a repair.

Warranty repairs will follow these turn around times from the date of receipt, rather than an estimate approval/payment date.

Please note the days shown are business days and are for general reference only. There may be issues beyond our control, such as parts back orders or unique repairs, that affect actual times. Also note that these times do not include any transit time to or from our Torrance facility. Be sure to allow sufficient time when planning your repair needs for vacations, trips or other important events. Turn around times for regional facilities vary and are generally a bit longer than the Torrance facility as they are much smaller centers.

Q: What are your United States telephone support hours?
A:

Our Torrance, California based Customer Service team is here to respond to telephone inquiries Monday -Friday from 7:00AM to 3:45PM, Pacific Time. We can be reached at 800 321 1023 xt 4234. You may also email us at customer service_us@citizenwatch.com

We are closed for major holidays, as well as Saturday and Sunday.

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