FAQs

When will I receive my order?

Citizen ships all orders via UPS. Ground transit times vary from state to state. All orders, including expedited deliveries, are processed and shipped from our facility in southern California via UPS within 1-2 business days. Orders placed on Friday after 3PM ET through Sunday are not processed until Monday. Holiday orders are processed the next business day. We are unable to ship to U.S. Post Office Boxes, APO or FPO addresses.

  • Standard UPS Ground: FREE. You will receive your order in 7-10 business days.
  • 2nd Day Air:  $15. You will receive your order in 2-3 business days.
  • Next Day Air: $25. You will receive your order in 1-2 business days.
How can I track my order?

When your order ships, you will receive a Shipping Confirmation email with a tracking link. You can also find the tracking code by accessing your order history in My Account. If you are having trouble locating your Shipping Confirmation email, or accessing your account, please email Customer Service or call 1-800-321-1023 x4234 and have your order number available.

What is your return/exchange policy?

We offer a 30-day, money-back guarantee on all CitizenWatch.com purchases. Returns can only be accepted for products purchased through CitizenWatch.com and a Return Authorization is required for all returns/exchanges.

To expedite your return, simply submit a Return/Exchange Request online. A Customer Care representative will email you a Return Authorization number as well as a free return shipping label.

Alternatively, you may also obtain a Return Authorization by sending an email to customercare@citizenwatch.com with your order number, or by calling (800) 321-1023  from 9 AM to 8 PM ET Monday through Friday, excluding holidays.

Refunds will be issued to the purchaser in the same form of payment used for the original sales transaction. Credits cannot be issued until the merchandise being returned or exchanged is received. We accept returns of watches in original condition (e.g. unworn, no scratches, in the original packaging, original tickets, with the warranty and instruction booklet). Watch must be returned with any links removed when sized at Citizen Watch Company, or gift with purchase item. In the event that any of these items are not returned, a partial refund may be applied.

How do I charge my Eco-Drive watch?

Your new Eco-Drive timepiece is specially powered by proprietary ECO-DRIVE TECHNOLOGY, which converts any source of light (natural and artificial) into usable energy. The harnessed energy is then stored in a special power reserve to keep your timepiece charged and running properly. 

If you wear your new Citizen Eco-Drive timepiece on a regular basis, recharging will be virtually automatic as regular exposure to light will keep your power reserve unending. Recharge times will vary based on your timepiece and the type of light utilized; direct sunlight is the fastest, most efficient light source for recharging.

General charging requirements for basic analog Eco-Drive timepieces:

  • Outdoors on a sunny day (100,000 illuminance/lux): 2 minutes for 1 day use; 11 hours to full charge
  • Outdoors on a cloudy day (10,000 illuminance/lux): 12 minutes for 1 day use; 40 hours to full charge
  • At a distance of 8 inches under a 30W fluorescent light (3,000 illuminance/lux): 40 minutes for 1 day use; 130 hours to full charge

When fully charged, your Eco-Drive will continue running - even in total darkness - for at least six (6) months.

If you plan to store your Citizen Eco-Drive in the dark, you should do this for no more than six (6) months. After this extended period of time, you should ensure that your timepiece is exposed to bright light for the full recharge period as outlined above.

What is the proper way to care for the watch band?

Metal watch bands will retain their beauty for a long time if proper care is exercised; however, occasional cleaning may be necessary as dust and dirt accumulate from everyday wear. To clean, first remove the metal bracelet from the watch, then use a soft brush and warm soapy water to clean the bracelet. Be sure to thoroughly rinse the metal bracelet with clear water and completely dry it before reinstalling it on your watch. If the bracelet cannot be removed easily from your watch and your model is classified as a 50-meter (or higher) water resistant model and has been properly maintained, you may wash the bracelet without removing it. If your timepiece is classified as less than 50-meter water resistant, or is not a water resistant model, we suggest you take your watch to your local jeweler or send it to the nearest Authorized Citizen Service Center for professional cleaning of the exterior.

Leather bands are more susceptible to damage and premature wear from moisture than a metal bracelet. A leather band may be damaged or exhibit accelerated wear if moisture or perspiration is allowed to remain on or saturate the band. Wipe both the inside and outside of your strap daily with a soft dry cloth to remove collected contaminants. If your strap becomes saturated with moisture either from water or perspiration, be sure to allow the strap to completely dry before wearing the watch again. You should also inspect the buckle and pin connections to ensure the moisture has not loosened any connections on the strap that could result in loss of your timepiece.

Rubber watch straps are sensitive to perspiration, salt water, and oil, which are easily absorbed and can cause the strap to crack and then break - so, periodic cleaning is recommended. Using an old soft toothbrush and a mild dish detergent and water, thoroughly cleanse the inside and outside of the strap. Completely rinse off any soap residue and then thoroughly dry the strap. If you expose your strap to salt water, be sure to rinse it with clear water as soon as possible. A rubber protectant may also be used to keep the strap pliable and extend lifespan.

Do you offer replacement bands?

Bands and band parts may be available for certain models. To find out if a replacement band is available for your Citizen Watch, please call our U.S. Customer Service team at (800) 321-1023 x4234 between 10AM and 8PM ET Monday - Friday. So that we may better assist you, please have your watch and case number available. See the diagram below to help you identify the case number as well as any additional information that we may need.

What could cause rust on a stainless steel band?

The metals used for watch bands vary from stainless steel, silver, gold and others. All of these metals have a high resistance to rust. Among these metals, stainless steel is used much more in quantity than other metals due to its high workability and durability, along with its beautiful look. However, these fine properties of stainless steel are not effective unless it is used correctly.

The "stainless" property of stainless steel is due to an oxide layer, chromium oxide or something similar covering the surface of the stainless steel. This oxide layer is liable to cause rust if the amount of oxygen becomes short. Dust or similar foreign matter will affect good exposure between the oxide layer and oxygen. At the same time, salt or fatty acids contained in perspiration as well as salt from salt water will cause rust on a stainless steel band.

Accordingly, please remember to keep your watchband clean at all times and in the fresh air (oxygen) whenever possible.

How soon should a damaged timepiece be repaired?

Damage to a case can cause dust, moisture or other foreign materials to enter your watch, which can damage the movement. If you note any damage to the watch, such as a broken crystal, broken crown, broken pin, dust or moisture in your watch, we strongly recommend having it repaired as soon as possible to avoid further damage.

What is a BAR or ATM of pressure?

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.

What is Water Resistance?

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.

Why do I have to have a water test?

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.

I need to make my watch bigger. How can I get additional links?

If you are located in the United States, please call our Customer Service team at 800 321 1023 x 4234. Our telephone hours are 10:00 to 8:00pm, EasternTime, Monday – Friday.. We would be happy to assist you with an order. Do be aware however, that installation and/or removal of links may require special expertise and as such, we recommend you seek the assistance of an experience technician for installation.

If you are located outside the United States, we recommend you contact your nearest Authorized Service Center.

How do I size the bracelet on my watch?

Proper bracelet sizing requires special expertise and experience. If you are not familiar with bracelet sizing procedures, the pins could become damaged and that may lead to failure of the pin and loss of your watch. We highly recommend you seek the assistance of an experienced technician.

We have provided general references below for the most common types. Please note these are intended as references only and intended for experienced technicians. Any use of these guides is at the users risk.

Why didn’t my watch come with bracelet sizing instructions?

Proper bracelet sizing requires special expertise and experience. If you are not familiar with bracelet sizing procedures, the pins could become damaged and that may lead to failure of the pin. We highly recommend you seek the assistance of an experienced technician.

We have provided general references below for the most common types. Please note these are intended as references only for experienced technicians. Any use of these guides is at the users risk.

Where can I find the information to complete my warranty coupon?

When completing your warranty coupon you will need both the Caliber/Case Number and the Manufacturer’s Serial Number. Click here to find out how you can identify this information from the caseback markings of your watch and for warranty information.

How can I tell if my watch is water resistant?

Water resistance is offered in varying degrees based on the design and application of your timepiece. The Caseback will indicate the degree of water resistance for your timepiece.

Click here to find out how you can identify this information from the caseback markings of your watch. If there is no indication of water resistance, you should be careful not to expose your timepiece to moisture as it is not water resistant. Click here for a guide to water resistance.

How do I remove the watch caseback?

The last number or letter following the Country of Origin may indicate information about Caseback removal. Click here to find out how you can identify this information from the caseback markings of your watch. For example the number “6″ would indicate that the Caseback removal slot is located at the 6:00 position. The letter “S” would indicate a screw on or screw down caseback.

Note: We recommend only qualified technicians remove the Caseback of your timepiece. Removal of the Caseback by other than a CITIZEN Authorized Service Center may void your warranty.

How do I correct the error: ‘failed to set up log folder’ on my Toshiba or Dell Computer?

When running Cyber Aqualand Graph NX software on certain Toshiba or Dell computers, there may be an error when trying to use the software. There is a software patch available for this issue. To download the patch file, Click here.

Please note this is in a ‘zip” (compressed) format and you will need a program such as “WinZip” to extract the files after downloading. You will find two files that are extracted. One of these files is the instruction file for updating the program.

Is the Cyber Aqualand Graph software compatible with Windows Vista?

The factory has confirmed that the current version of the Cyber aqualand software will operate within the Windows Vista 32-bit environment (version). However, it will not work within the Windows Vista 64-bit environment (version) and there are no plans to upgrade the software to work in the 64-bit environment. The 64-bit environment while technically a more stable environment has very rigid requirements for software and hardware (ie communication unit). It will not allow the installation of those software drivers not signed by the developer/manufacture to be compliant with a particular windows version.

However, what you may try is the following: When installing the software on Windows Vista, run the install as normal and reboot your PC. Before trying to start the program, go to Start and find the program icon. Right click the icon and go to Properties and click on “Run as Administrator”. This will circumvent all of Vista’s built in filters and Windows Defender allowing you to run the Cyber Aqualand NX software.

Can I use an infrared adapter on my PC to transfer data?

Unfortunately, we cannot recommend a specific third party IR receiver, as we have never done any testing with IR functions other than that built into a computer. If you are using the IR function, then the docking station would not be needed. If you are using a serial cable or our USB cable to connect the watch to the computer, then you would need the docking station. The docking station and specialized USB interface are both available from us directly. We do not offer serial cables, but these can be purchased at most computer type stores. If you wish to order the docking station and/or USB cable, please call our Customer Service Team at 800-321-1023 ext. 4234 Monday through Friday, 10:00 a.m. to 8:00 p.m Eastern Time.