How to submit your watch for service

You may find it necessary to return your timepiece for service. We look forward to serving you. The guidelines below will help you submit your watch for repair to our service facility.

If you are a Canadian customer mailing your watch for service, we recommend you forward it via insured carrier to our Markham facility as this location is best equipped to handle large volumes of repairs and inquiries.

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. Please do not use any containers and/or materials you wish returned. When you address the package to our Markham location, be sure to use the complete address outlined below, otherwise your shipment might be refused:

ATTN: Service Dept.

380 Bentley Street, Unit #2, Markham, ON L3R 3L2

Include a detailed letter describing what repairs you would like performed as well as a daytime telephone number, email address, and your return address. Be sure to keep a copy of your letter for your records and note the case and serial numbers.

If desired, you may use our printable PDF form  .

If you submit your repair within your warranty period, please 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 sent to you prior to proceeding with the repair. Chargeable repair work will not commence until we have received your approval. You may authorize CITIZEN to proceed with the repair by email or telephone. Repair work must be paid for by credit card. Please note: 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.

Turnaround time generally runs about 10-12 business days (does not include transit time) after approval and payment of a repair. Warranty repairs will follow these turnaround times from the date of receipt, rather than an estimate approval/payment date.