Q: How can I tell if a watch has Swarovski Crystals or Diamonds?

The diamonds in our watches are all “set” in the case and/or bracelet. If you look closely, you will see 4 prongs over the top edge of each diamond. Swarovski Crystals do not have “prong” settings and are secured to the case with other methods.

Q: Do you have a trade-in or upgrade program?

At this time, we do not offer a trade-in, trade-up or upgrade program.

Q: Can I change the dial colour of a watch?

We can do this provided we are not creating a style that does not exist in our market.  As an example, the model you have is also sold with either a black or blue dial, and you wish to change from one to another. That would be acceptable. However, if you see one on an overseas internet site that has a white dial and that model is not featured in our market, we would not be able to accommodate such a change. Do be advised that if it is determined we can make such a change, there would be charges for parts, labour, shipping and any taxes.

Q: How do I register the warranty for my watch?

There is no pre-registration necessary. Be sure to keep your completed warranty booklet and/or original sales receipt in a safe place. You will need to submit your warranty coupon with your watch should you need warranty service.

Q: How do I get a warranty booklet for my new watch?

Warranty booklets are available only through the original Authorized retailer at the time of purchase. If you have your sales receipt (proof of purchase) from an Authorized Retailer that details the item purchased and the date of the transaction, this will serve as documentation should you need warranty service.
Please note that if you purchased the watch second hand or from a retailer not authorized by Citizen, your watch will not be eligible for warranty coverage.

Q: I want to buy a watch I saw on the internet, but could not find it on your website. Why?

There are a variety of watches that can be found on the internet. Our Canadian website typically features only those models for the current “season”. If a watch you found is not featured on our Canadian website it may be the model from a previous season or a model for a market other than the Canadian market.

Q: Can I buy a watch directly from Citizen?

Citizen does not offer direct sales. Watches must be purchased through Authorized retailers.

Q: Can you tell me who has a watch in stock?

Unfortunately, we do not have access to retailer stocks. As such, we are unable to advise you as to which location might have a particular model in stock.

Q: I found a watch on your website that I really like but can’t find it anywhere. Can I order it?

Some retailers may be willing to special order a watch for you. Some venues, such as certain department stores, are restricted by their store policies from accepting and placing special orders.

Q: Can you customize a watch for me?

We cannot alter our original designs to accommodate a feature from one watch to another. As such, we are unable to create a ‘custom’ watch for you.

Q: Are the diamonds used in your watches “conflict free”?

The diamonds used in our products have been certified by our factories to be “conflict free” diamonds.

Q: I received a watch as a gift, but I do not like it. How can I exchange it?

Exchanges can only take place through the original retailer from which the watch was purchased.

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