Service Information

Need additional assistance?
Our support team may be reached at:
8:30AM - 5:00PM EST, Monday - Friday
If you are located outside of Canada,
click here to discover a support team near you

Send Your Watch For Service

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

Send your watch to the service facility located nearest your home.

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.

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 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 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 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 will not commenced until we have received your approval. You may authorize Citizen to proceed with the repair by mailing in a cheque, cash or money order.

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, but generally runs about 8 business days after approval and payment of an estimate. Warranty work will flow through without an estimate and is usually completed within 8 business days after receipt.