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FAQs

Q: Why can’t my jeweler or I order parts for my watch that is marked ‘factory service only’?
A:

Some models,such as our Aqualand dive watches or Calibre 2100 series, require highily specialized equipment and expertise for proper repair. In addition, many of these watches must be water tested to very specific standards after repair. The equipment for this process is very expensive and not owned by most jewelry stores. As we want to ensure your watch is properly repaired, we must restrict outright sales of most parts for watches marked “Factory Service Only”.

Q: May I order parts for my Citizen watch?
A:

We do make some components such as bands and band parts available directly. However other components, such as movements, dials, hands are restricted as they require special expertise for installation. More over, many watches must be water tested after opening which requires specialized equipment.

If you are located in the United States, 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. . Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Do you have on-line parts ordering?
A:

At this time, we do not offer on-line parts ordering. If you are in the United States, 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: Is the caseback considered a spare part?
A:

While casebacks are not generally considered a normal spare part, we may have some available for some newer models. If you are located in the United States, please call our Customer Service Team at 800-321-1023 ext. 4234 to determine availability. Our telephone hours are 7:00 to 3:45pm, Pacific Time, Monday – Friday. It may be necessary for you to send your watch for installation as many casebacks require special presses or tools to install then. Additionally, if your watch is a high grade water resistant model, you will want to have a water resistant test done to ensure your watch will withstand the entrance of moisture.

Q: Where can I go locally to get parts for my Citizen watch?
A:

While most stores will not carry a stock of parts given the variety and number of watches they carry, many are willing to assist you in ordering parts. You may also order parts direct. Please feel free to  call our Customer Service team at 800 321 1023 ext 4234. Our telephone hours are 7:00AM to 3:45pm, Pacific Time, Monday – Friday. Do be aware that many parts require specific expertise for installation. Additionally, some parts such as for those watches marked “Factory Service Only” are not available outright.

Q: May I order parts directly from Citizen?
A:

We do make some components such as bands and band parts available directly. However other components, such as movements, dials, hands are restricted as they require special expertise for installation. More over, many watches must be water tested after opening which requires specialized equipment.

If you are located in the United States, 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. . Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Is there a metal band that will fit my watch?
A:

This is a common question regarding watches that have a rubber strap or a leather strap as the original band. To give a specific answer, we need to know which watch you have. If you are located in the United States, please call our Customer Service Team at 800-321-1023 ext. 4234, Monday-Friday, 7:00a.m. to 3:45 p.m. Pacific Time. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts. When you contact us with this information, we will be able to give you a specific response regarding the available options for your watch.

Q: How long does it take to receive parts from Citizen?
A:

Many parts for U.S. models are in stock and are shipped in 2 to 3 business days after receipt of the order. The time to receive the parts will vary based on the shipping method chosen at the time of ordering. For shipments traveling by surface transportation, such as U.S. mail, we estimate a week to ten days for delivery. If the part you need is not in stock, we estimate delivery time of six to eight weeks for most backorders. However, this does vary by type of part and time of year.

Q: Are parts covered under the warranty?
A:

The United States 5 year warranty covers the movement of your watch and manufacturing defects. Exterior components such as bands (and it components), crystals, cases (and its components), buttons, stems, crowns are not normally covered under the terms of the warranty.

To view the terms of the warranty, click here to go to the service and Warranty Page.

If you feel a component of your watch not explicitly covered is defective, you must submit your timepiece to an Authorized Citizen Service Center listed in your warranty booklet for review. Only Authorized Service Centers can make a determination if a component is defective.

Click here to go to the Service page for a listing of Authorized Service Centers.

Q: Can I order half links?
A:

“Half links” are not generally available. Additional links to make the band longer are the same size as the existing links on your band. Determine how many links of this size are needed to make the watch band the right size for you. The jeweler from whom you purchased your timepiece may order the links for you or if you are located in the United States, you may order them directly from Citizen. If you are located in the United States, 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.. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

 

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