To the Citizen Community,
Citizen is dedicated to the health and well-being of all of our team members and partners. As such, we are taking all the CDC-recommended precautions in our offices and warehouse. These include the option for many of our staff to work from home, and we continue to practice social distancing and other best practices to ensure protection for all of our employees.
Our team is working diligently to process orders and complete repairs received at our Service Headquarters as quickly as we are able. However, due to the limitations in on-site staff, you may experience delays.
Thank you in advance for your ongoing support of our brand and for your continued patience. We at Citizen hope you continue to wear our timepieces in good health!
HOW TO SUBMIT YOUR WATCH FOR SERVICE
You may find it necessary to return your timepiece for service. We look forward to serving you. The guidelines below will help you submit your watch for repair to our service facilities.
If you live in the United States, we recommend you send your watch via insured carrier to our Torrance, CA facility as this location is better equipped to handle large volumes of repairs and inquiries. Package your timepiece in a sturdy container with sufficient padding to protect your watch during transit. All shipping containers and packing materials are discarded upon receipt. As such, please do not use any containers and/or materials you wish returned.
Address your package to:
Attn: Customer Service
1000 W 190th St
Torrance, CA 90502-1040
Include a detailed letter describing what repairs you would like performed as well as a daytime telephone number, email address, and your return address. Be sure to keep a copy of your letter for your records, and note the case and serial numbers.
If desired, you may use our printable PDF form.
If you submit your repair within your warranty period, please be sure to include your completed warranty card or proof of purchase detailing the date and model. For out-of-warranty work, or for work not covered by the warranty, an estimate detailing such costs will be sent to you prior to proceeding with the repair. Chargeable repair work will not commence until we have received your approval. You may authorize Citizen to proceed with the repair by email or telephone. Repair work must be paid for by credit card. Please note: 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.
Turnaround time varies by time of year, but generally runs about 10 to 12 business days (not including transit time) after approval and payment of an estimate. Warranty work will flow through without an estimate and is usually completed within 10 to 12 business days (not including transit time) after receipt.
For your convenience, you may contact one of our authorized service centers below.
The below repair centers are unable to repair Radio Controlled (A-T), Satellite or Proximity timepieces.
Citizen Service Agency
450 Century Parkway, Suite 250
Allen, TX 75013
Hurley Roberts Service Co.
6990-C Peachtree Industrial Blvd.
Norcross, GA. 30071
(770) 263-8669 (800) 896-8669
Ave. Roberto Clemente C-16
Carolina, P.R. 00985
Tel. +1 (787) 750-7190 / +1 (787) 757-1320