When and How will my order be shipped?
We usually ship the next day. We use Canada Post Xpedited, Purolator Ground, FedEx Ground, or UPS depending on which carrier is the most economical, to your destination. Other shipping methods can be arranged depending on the size or urgency of the order. In general, please allow for 3 to 10 days within Canada. Rural locations may take a couple of extra days.
COD: We will also accept COD orders WITHIN CANADA ONLY. Please be advised that if you choose to pay by COD, you will also be charged a $7.25 COD fee that is levied by Canada Post, on top of regular shipping charges. We have no control over the COD fee.
PO BOXES: PLEASE NOTE: Only Canada Post will deliver to PO Boxes so when placing your order, please ensure you have also provided a street address in case a method other than Canada Post turns out to be more economical. Couriers DO NOT deliver to PO Box addresses so if there is no street address provided, we will have to ship by Canada Post even if it is more expensive.
In The USA
US orders are also shipped daily, mainly by USPS. We can also ship by any other method if requested, EXCEPT COD. USPS Priority will be 2 or 3 days once it reaches the US. Please allow an extra day for the item to be trucked to the US border from Canada. For Canada Post Deliveries, please allow from 1-2 weeks to most states. Remote states or locations may take a few days longer.
We will work with our customer to ship in the most economical, and safe way to their destination. We have partnered with several shipping companies to get great international rates, and fast delivery. Please note that full tracking may not be available to some countries via the postal system (including but not limited to the Middle East, India etc.) due to high incidents of theft or loss in the destination countries. We cannot be responsible for packages that arrive tampered with, are missing parts or have become lost or stolen if you choose a shipping method that does not have full tracking to the door. The only way to ensure full tracking to any destination is by using a courier. It will be more costly than the post, but will be guaranteed to reach you.
For your convenience, we have a new Order Tracker right on our website now, so you don't even have to go to the Canada Post or Courier's website to enter tracking info. On the top, black navigation bar, please click on Track Your Order, and it will take you to a tracking page where you can enter your tracking number no matter what method your parcel has shipped and it will display tracking info for you. Your tracking number will be emailed to you once your order has shipped.
Customs, Duties/Brokerage Fees & Taxes
Customs: For US and International Orders, please buy with confidence! ALL CUSTOMS/BROKERAGE FEES WILL BE PAID BY AREK’S MURRAY CLOCKS. We want our customers to have the easiest transaction possible, so rather than worry about whether any additional COD charges will be asked of you at the door, we will pay all the customs/brokerage fees for you.
Duties: In accordance with the North American Free Trade Agreement (NAFTA), clock parts are generally duty-free, so you should not be charged any duties on your order.
Taxes: We are not legally able to collect or remit taxes outside of Canada, therefore, we will not charge taxes to our US or International customers either. If your parcel happens to be pulled for inspection at the border (happens randomly), you may be asked to pay your taxes upon delivery.
We can accommodate next day delivery to most places within North America (not including International destinations). Please call or email for a quote.
Returns & Exchanges Policy
We offer a 30 day Return and Exchange Policy, with the exception of merchandise that has been damaged while in your possession, by accidental misuse. If you are unsure of how to install something or operate it, or the provided instructions are unclear, please always call us for assistance before attempting to work it yourself to avoid the item becoming unreturnable.
Returns On Merchandise That Arrive Defective or Damaged:
We offer a 30 day return and exchange policy on products that arrive to you defective, or damaged during shipping. Your return shipping costs (if we ask you to send the item(s) back) will be reimbursed. Please email or phone us first before sending anything back as sometimes there may be simple remedies to problems you might encounter. If the item(s) are confirmed to be faulty, we will need to give you instructions on return shipping. We will either send you a prepaid return label, or just have you ship the item(s) back, and ask you to email us a copy of your receipt for shipping paid, so we can reimburse you. Of course, in that case, the new item(s) sent to you will also be shipped free of charge.
Returns on Unsuitable Items:
If you have ordered items only to discover they are not a suitable match for, or do not fit with your existing clock, we will gladly take the item(s) back within 30 days along with a copy of your receipt, and as long as the items are in original condition. If we had suggested the wrong product to you, we will also cover your return shipping with no hassles.
Returns on items past the 30 day period:
If you encounter problems on items that have passed 30 days since purchase, the manufacturer’s warranty will kick in, and the item(s) may have to be sent back to the manufacturer for repair, and if not repairable, a replacement will be sent to you as long as the product is still within the manufacturer’s warranty period. You can read more information on this on our Frequently Asked Questions (FAQ) page (see top black navigation menu on the website and click on FAQ).
If you encounter problems past 30 days, we will do our best to resolve your issue first over the phone, or by email, as many problems have simple remedies that can be attempted before actually having to send the part in. If we cannot rectify the issue over the phone or email, we will be more than happy to offer a repair solution. In the event the item is not repairable, we will replace it for you as long as the item is still under the manufacturer’s warranty period, and was not damaged by misuse.
Return Shipping Procedures:
When returning any item, especially those that were unsuitable, or because you weren’t satisfied with them, please call or email us to obtain instructions on how to pack and return the parts correctly, as items not packaged properly, and that arrive damaged as a result, will NOT be accepted for refund or exchange.
Returns On Finished Clocks:
Please contact us first if you experience damage or defect on a Finished Clock Product. Finished Clocks usually ship directly from the Manufacturer so we will obtain instructions from them, and then let you know the steps necessary to best deal with the issue.
All Hermle Finished Clocks come with a 3 Year Warranty, so if during that period, you encounter any issues, please phone us first, and we will try to help you. If we are unable to rectify the situation, we will obtain further instructions from Hermle. Most of the time, the problem will be solved with some phone or email assistance. Hermle takes great pride and care in the manufacturing of their clocks so we don't anticipate you having any issues.