FAQs

Q: May I order parts for my Citizen watch?
A:

Many Authorized Citizen Retailers will special order parts through your local retail store. You may also order parts directly from Citizen. If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Do you have on-line parts ordering?
A:

At this time, we do not offer on-line parts ordering. If you are located in Canada, please feel free to call our support team at 1-800-461-4189 between the hours of 8:30AM to 5:00PM, Eastern Standard Time, Monday – Friday.

Q: Is the caseback considered a spare part?
A:

While casebacks are not generally considered a normal spare part, we may have some available for some newer models. If you are located in Canada, please call our service department at 800-461-4189 to determine availability. It may be necessary for you to send your watch for installation as many casebacks require special presses or tools to install then. Additionally, if your watch is a high grade water resistant model, you will want to have a water resistant test done to ensure your watch will withstand the entrance of moisture.

Q: Where can I go locally to get parts for my Citizen watch?
A:

While most stores will not carry a stock of parts given the variety and number of watches they carry, many are willing to assist you in ordering parts.

Q: May I order parts directly from Citizen?
A:

We will sell bands and band parts directly, but some components, such as movements, dials, hands are restricted as they require special expertise for installation. If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Is there a metal band that will fit my watch?
A:

This is a common question regarding watches that have a rubber strap or a leather strap as the original band. To give a specific answer, we need to know which watch you have. If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts. When you contact us with this information, we will be able to give you a specific response regarding the available options for your watch.

Q: How long does it take to receive parts from Citizen?
A:

Many parts for Canadian models are in stock and are shipped in 2 to 3 business days. The time to receive the parts will vary based on the shipping method chosen at the time of ordering. For shipments traveling by surface transportation, such as Canada Post, we estimate a week to ten days for delivery. If the part you need is not in stock, we estimate delivery time of six to eight weeks for most backorders. However, this does vary by type of part and time of year.

Q: Are parts covered under the warranty?
A:

The Canadian 5 year warranty covers the movement of your watch and manufacturing defects. Exterior components such as bands, crystals, cases, buttons, stems, crowns are not normally covered under the terms of the warranty.

To view the terms of the warranty, click here to go to the service and Warranty Page.

If you feel a component of your watch not explicitly covered is defective, you must submit your timepiece to an Authorized Citizen Service Centre listed in your warranty booklet for review. Only Authorized Service Centres can make a determination if a component is defective.

Click here to go to the Service page for a listing of Authorized Service centres.

Q: Can I order half links?
A:

“Half links” are not generally available. Additional links to make the band longer are the same size as the existing links on your band. Determine how many links of this size are needed to make the watch band the right size for you. The jeweller from whom you purchased your timepiece may order the links for you or if you are located in Canada, you may order them directly from Citizen. If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Can I order parts for a watch I purchased in another country?
A:

Citizen manufactures a variety of timepieces sold in a variety of markets. While we generally have parts available for models destined for the United States market, we may not have parts for models originally destined for other markets. However, we might be able to order them for you. (Note: Receipt may take an extended period of time). If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Can I get an instruction booklet for my watch?
A:

Yes, we have full instruction booklets available for download. These may also be printed. Click here to go to the instructions download page. You will need Adobe Acrobat Reader 5.0 or higher to view and print the instructions.

Q: Can I order the software or communication unit for my Hyper Aqualand watch?
A:

Yes you may order the communication unit (part number 400-0080) or USB cable (part number CDS0927-04). If you are located in Canada, please call our service department at 800-461-4189.

The latest version of the Hyper Aqualand Software (v2.1) may be downloaded at no cost. Click here to go to the Hyper Aqualand Graph 2 v 2.1 full download page.

Please note, this program is not suitable for the Cyber Aqualand or Cyber Aqualand NX. Click here to go to the Cyber Aqualand and Cyber Aqualand NX information page.

Q: How much does a band or other replacement part cost?
A:

The cost of parts varies greatly depending on which part you need, the materials of the part and for which model. If you are located in Canada, please call our service department at 800-461-4189. Before calling, please click here to learn how to identify your watch as we will need to know the case number from the back of your watch to identify the correct parts.

Q: Can you use substitute parts if the replacement part I need is discontinued?
A:

Once a part such as a movement, dial, crystal or hand is discontinued we unfortunately are not normally able to substitute another part. However, we can sometimes locate a suitable substitute for a discontinued band. This is a ‘manual fit’ procedure and we will need to have your watch at our Canada service centre to determine if a suitable substitute is available.

Q: Is there a USB communication cable for the Hyper Aqualand?
A:

Yes. Introduced February 2005, this cable is specifically designed to connect directly to the communication unit and requires special drivers that are included on CD with the cable. The part number is CDS0927-04. If you are located in Canada, please call our service department at 800-461-4189 for pricing and availability.

Q: How do I order a new band for my watch?
A:

If you are located in Canada, please feel free to call our support team at 1-800-461-4189 between the hours of 8:30AM to 5:00PM, Eastern Standard Time, Monday – Friday.
Do be aware that some types of bands require an experienced technician for installation.

Q: Why can’t my jeweller or I order parts for my watch that is marked “Factory Service Only”?
A:

Some models, such as our Aqualand dive watches or Calibre 2100 series, require highly specialized equipment and expertise for proper repair. In addition, many of these watches must be water tested to very specific standards after repair. The equipment for this process is very expensive and not owned by most jewellery stores. As we want to ensure your watch is properly repaired, we must restrict outright sales of most parts for watches marked “Factory Service Only”.

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