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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Customer Support
- Warranty Claims
- Shipping & Delivery
- Shipping and Delivery rates are determined during the checkout process based upon your shipping address. Shipping rates will vary based upon your location. Overnight orders must be placed before 2PM Pacific Time to be received the next business day. Saturday delivery is not available for any order.
- Privacy & Security
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Your personal information is confidential. Here's what we collect and how we use it:
If elements of our privacy policy change, we will post the policy changes to our web site. If you are concerned about how your information is used, you should check back at our Web site periodically.- We do not rent, sell or exchange e-mail addresses.
- When you place an order with Steinhausen, Inc. we collect your name, address, telephone number, credit card information and your e-mail address. We use this information to fulfill your order and to communicate with you about your order. Placing an order will automatically set up your account with Steinhausen, Inc. If you're a registered customer, you enter your billing and shipping information only once each time you shop and you can also access your Order History to review information about past online purchases. You can review or revise your personal information at any time.
- After ordering from Steinhausen, Inc., we may also send you our print catalogs. If you do not wish to receive a printed catalog, please e-mail us or call (800) 208-2607.
- When you subscribe to our newsletter, we collect your name and e-mail address so that we can send you advance notice of new product releases and events. You can unsubscribe from our newsletter at any time by logging into your account and unsubscribing from the newsletter.
- When you enter a Steinhausen, Inc. sweepstakes or any other promotional feature, we may ask for your name, address, and e-mail address so that we can administer the sweepstakes and notify the winners.
- When you visit our site, our web server automatically recognizes only your IP Address, but not your e-mail address. We collect the IP Address and monitor general site use and traffic patterns to improve our web site and for security purposes. The information we collect is used for internal use only and will not be released to anyone except in the case of legal requirements. We may use collected data to customize the content and/or layout of our pages for each individual visitor.
- Our current technology platform requires that your browser be set to accept cookies. Cookies are bits of electronic information that a website can transfer to your computer's hard drive in order to make online shopping easier and quicker. We do not store personal information such as your name or phone number in your cookie. The use of cookies is standard on the Internet and most major websites use them.
- Returns & Replacements
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Failing to follow our RMA process could delay the processing of your return/exchange by as much as three weeks.
- All non-refurbished products have a 30 day return policy (some exclusions may apply).
- All shipping costs are non-refundable.
- All returns must be in the original packaging.
- All parts, accessories, manuals, diskettes, tapes and printed materials must be returned in their original packaging accompanying your return/Items must be returned to our warehouse within 30 days to be eligible for refund.
- You must acquire an RMA number and use our RMA process before returning a product.
Items returned past 30 days and within 1 year from the date of delivery are eligible for exchange or store credit only. - Ordering
- Ordering from Steinhausen, Inc. is simple with our website. You may purchase using your credit card or PayPal, and your order information is completely secure. If you would like to reorder a product you have already ordered on our new website, you can simple visit your order history and click the reorder button to order the same item again.
- Payment, Pricing & Promotions
- We accept all major credit cards and PayPal for payments on any of your orders. Pricing is subject to change without notice. Promotions require the use of a promotional coupon code to be entered into our system. Without the coupon code, any promotion you have received is not valid. Print promotions expire 3 months from the publication date. For example, a promotion in a magazine printed in January expires at the end of March
- Viewing Orders
- You may view orders you have placed online at any time. However, orders placed with Steinhausen resellers or other third parties are not viewable through our online system. To view your historical orders, visit your account page and click the order history link.
- Updating Account Information
- Updating your account information is quick and easy with the new Steinhausen website. You can update your shipping and billing addresses at any time through the My Account section of the website.
- Customer Support
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Steinhausen is working hard to provide you with the best support system available over the Internet. Our latest addition to client support is our automated support ticketing system.
Simply visit the HelpDesk section of our Account Information page
You will need to be logged into your account to access the HelpDesk
If you don't already have an account, follow the each instructions for setting up an account for free.
Once you have logged into your account, click on the HelpDesk link. This will allow you to create a New Support Ticket as well as view messages from previous support tickets. You can ask us about order status, product information, and much more through this system and track the entire conversation with our helpful support staff. - Warranty Claims
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All Steinhausen products are covered by a minimum of a limited 1 year warranty. The warranty covers items from material and manufacturer defect. It does not cover improper use or abuse of the item.
Steinhausen Watches are covered by a 1 year warranty from the date of purchase. The warranty covers the watch from material and manufacturer defect. It does not cover improper use, abuse, or regular wear of the item. Regular wear of an item would include items such as broken leather/alligator bands and exhausted batteries. You are responsible for the shipping to and from Steinhausen for any warranty claim made after 90 days of the original purchase. If you purchased your Steinhausen from a source other than steinhausenonline.com, you will also need to provide an original bill of sale that shows the item was purchased from an authorized Steinhausen reseller less than 1 year prior to contacting Steinhausen about the warranty exchange.
Steinhausen Dunn Horitzon Watches are covered by a lifetime warranty on the movement. The warranty covers the watch's movement from material and manufacturer defect . It does not cover improper use, abuse, or regular wear of the item. Regular wear of the Dunn Horitzon includes, broken or wornout watch bands and exhausted batteries. It does not cover the case of the watch. It does not cover the watch crystal either. However, the watch case, crystal, and all other parts are covered by the 1 year warranty.
You do not need to provide original bill of sale information when exchanging a Dunn Horitzon watch.
Steinhausen Watch Winders are covered by a minimum of 1 year warranty, with many having a lifetime warranty on the motors (see individual product pages for details). The warranty covers the watch winder’s motor from material and manufacturer defect. It does not cover improper use, abuse, or regular wear of the item. Regular wear of the Watch Winder includes, broken, scratched or worn outer housings (cases) and worn or torn inner fabric lining. The outer and inner housing and lining of all watch winders is covered for the life of the product against material and manufacturer defect. It does not cover improper use or abuse of the item.
Warranties only apply to repairs and/or an exchange. We cannot provide a refund unless your order was purchased directly from Steinhausen, Inc. within the last 30 days.
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