Repairs

If your watch needs repair or service, you can (1) initiate an MGI repair order online at our service website, (2) send your watch directly to Movado Group Inc. in Moonachie, New Jersey for our experts to examine, (3) drop it off at our service window in Paramus, New Jersey or (4) send it to an authorized Movado or ESQ Movado Service Center.

 

(1) INITIATE AN MGI WATCH REPAIR ORDER ONLINE:

Go to our service website www.mgiservice.com/movado.

To learn how to use our service website, please click here.


(2) MGI SERVICE BY MAIL ONLY – no walk-in service at this address:

MGI
109 State Street
Moonachie, NJ 07074
1-800-810-2311

If you are sending your watch to our Moonachie facility, please download the MGI Repair and Service Request Form to complete and enclose with your watch.

Be sure to include your warranty card if your watch is still covered.

 

Download the repair and service request form

 

(3) MGI DROP-OFF SERVICE ONLY – do not mail watches to this this address:

 

Movado Group, Inc.
650 From Rd., Third Floor (Mack Cali II)
Paramus, NJ 07652
Hours: Mon-Fri, 9 AM – 4:30 PM prevailing Eastern time

Be sure to bring your warranty card if your watch is still covered.

 

(4) AUTHORIZED SERVICE CENTERS:

 

To locate authorized Movado and ESQ Movado Service Centers in your area, click here.



Frequently Asked Questions About Repairs

HOW DO I READ MY SERVICE ESTIMATE?

USER ID AND PASSWORD

REQUIRED SERVICE

RECOMMENDED SERVICE

FEES AND SHIPPING

WHAT IS THE DIFFERENCE BETWEEN REQUIRED REPAIRS AND RECOMMENDED REPAIRS?

HOW DO I GET MY WATCH APPRAISED FOR INSURANCE PURPOSES?

WILL I RECEIVE AN ESTIMATE PRIOR TO MY WATCH BEING REPAIRED?

HOW DO I RESPOND TO A SERVICE ESTIMATE I RECEIVED IN THE MAIL?

CAN MY LOCAL JEWELERY SERVICE MY WATCH?

WHAT BATTERY BRAND DO YOU RECOMMEND?

CAN YOU GET SCRATCHES OFF OF MY CASE AND BRACELET?

HOW LONG DOES A TYPICAL REPAIR TAKE?

HOW SHOULD I PACK AND MAIL MY WATCH?

WHAT IS THE WATER RESISTANCE MAINTENANCE?

WHAT IS A MOVEMENT MAINTENANCE/OVERHAUL?

WHAT STEPS ARE TAKEN TO CHANGE A BATTERY?

WHERE DO I SEND MY MOVADO CLOCK FOR REPAIR?

 

 

How do I read my Service Estimate?

Address, Watch Information and Repair Number

The top section of the Estimate will contain your address, the Repair Number (6 digit number), and information about your watch including model number, serial number and SKU Number.

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User ID and Password

If you reside in the United States, you will be given an ID and Password on your Estimate. With this information, you can log on at www.mgiservice.com to view and authorize the work.


Condition of Watch When Received

This is where we list the "Condition" of the watch when we received at our facilities. This section will include all of the physical attributes as well as any operating issues we discovered. Please Note: our estimators use a magnifying glass to examine your watch, so they will see and note things that may not be apparent to the naked or untrained eye. For example, "watch is scratched" is a common condition because with a magnifying glass, we can see even the smallest scratches on the band, crystal or dial.

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Required Service

Listing of all of the Materials, Labor and associated prices that are necessary to:

Restore your watch to working order.

Enable the watch to be worn safely and securely on your wrist.

Ensure the watch is water-resistant (for water-resistant models only).

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Recommended Service

List of all Materials, Labor and associated prices for recommended work. This work can be accepted or rejected.

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Fees and Shipping

The last section of the Estimate will provide details for the (1) Required Repair charges, (2) Recommended Repair Charges, (3) Shipping Fee, and (4) Total Charges and Amount Due. You are able to approve the charges or request that your watch be returned to you without any work being performed by logging on at www.mgiservice.com with the ID and Password provided to you. We accept Visa, MasterCard and American Express online.

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What is the difference between Required Repairs and Recommended Repairs?

Required Repairs are those repairs that will do the following:

Restore your watch to working order.

Enable the watch to be worn safely and securely on your wrist.

Ensure the watch is water-resistant (for water-resistant models only).

Recommended Repairs are those repairs that may improve the appearance of the watch, but will not affect its proper fit or function.

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How do I get my watch appraised for insurance purposes?

MGI can provide appraisals for watch brands that we manufacture.

Please download, complete and return the Repair and Service Request Form with your watch to the address below. On the form, indicate, "Please appraise my watch for insurance purposes". After we receive your watch, we will mail you an estimate indicating the cost of the appraisal.

MGI
109 State Street
Moonachie, NJ 07074
1-800-810-2311

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Will I receive an Estimate prior to my watch being repaired?

If you send your watch to the Movado Group Inc (MGI) directly, and your watch is out of warranty, you will receive an estimate indicating all Required Repairs and their associated costs. You can then decide whether or not you wish to proceed with all of the work, some of the work, or if you would like us to return your watch to you in the condition it was received.

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How do I respond to a Service Estimate I received in the mail?

If you reside in the United States and have received an Estimate for watch Repair or Service, you can log on at www.mgiservice.com to view and authorize the work. Please use the ID and Password provided on your Estimate.

If you reside in Canada, please respond either by fax: 905-415-9776, or toll-free 1-800-398-6767. You may also send an email message to: custservca@movadogroup.com

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Can my local jeweler service my watch?

The warranty on all of our watches states that we will not accept watches for repair under warranty if someone other than a Movado Group Inc. (MGI) Authorized Service Center opens the watch. The warranty will be considered void and of no effect if the watch is opened by such person or business. Therefore, we encourage consumers to send watches, which are under warranty, to our Authorized Service Centers. Please note: An Authorized Retailer is NOT necessarily an Authorized Service Center. If a watch is no longer under warranty, anyone who has proper technical training and equipment (including water-resistant testers) may perform repairs on our products. However, the ultimate responsibility is with the service provider. MGI is not responsible for the work of any such service providers and may not be able to repair any damage caused by such service provider.

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What battery brand do you recommend?

The battery in your quartz watch is a 1.55 volt, silver-oxide battery. These batteries are specially designed for watches and last approximately 2 to 5 years, depending on the brand and type of watch, and the type of movement used in the watch.

Even for simple battery changes, we recommend that you take your watch to an Authorized Service Center to ensure your watch is handled appropriately. See What steps are taken to replace a battery? for more detail.

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Can you get the scratches off of my case and bracelet?

We will refinish your case and/or bracelet at your request, or if we feel it is required as part of the repair. For Stainless Steel, Gold or Stainless Steel/Gold combinations:

All cases and bracelets will be refinished to the best extent possible, based on their existing conditions when received by MGI.

Prior to refinishing, the movement is removed to prevent any damage during the refinishing process.

Removable links are separated and refinished individually.

Non-removable links of different materials or finishes are masked and polished, or satin finished, in separate steps.

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How long does a typical repair take?

Repair time will vary depending upon the specific Authorized Service Center to which you send your watch, and its guidelines. Each of our Authorized Service Centers will advise you of the anticipated time needed to complete repairs once they have evaluated your watch.

For watches sent directly to the Movado Group, Inc. (MGI):

After your watch is received, it takes approximately 15 business days to process the watch and have it estimated by a professional. Estimating will provide you with a list of the repairs required and/or recommended to ensure that your watch keeps time properly, can be worn securely on your wrist and is water resistant (for water resistant models). We then send you a written Estimate via 1st Class USPS Mail so you can examine the proposed work and the associated costs (if the watch is not under warranty). If you decide to proceed with the repair/service work, you can respond to the Estimate by logging on at www.mgiservice.com. You will be given an ID and Password to use for accepting your Estimate and authorizing the repair work described in the Estimate. (Please note, web access is only applicable when you send your watch to MGI in Moonachie, NJ).

Once you have authorized the repair work, it will take an average of 15 business days to complete the repair, however your Estimate will give you greater detail. The standard return delivery is via FedEx 2nd Day Delivery, Signature Required.

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How should I pack and mail my watch?

When mailing your watch for repair or service, please:

Pack it securely in padded wrapping materials (for protection against shock) in a sturdy box sealed with tape. DO NOT use the gift box that came with your watch; it is not designed for shipping.

If still under warranty, please include your valid warranty card, or a copy of the original sales receipt from the authorized retailer.

Ship the watch via the courier of your choice, but you may wish to choose a method that allows you to track the package. Remember to insure your watch for its full replacement value. If you are mailing your watch to our MGI location in Moonachie, NJ, please download and complete and enclose the MGI Repair and Service Request Form with your watch. If you do not use the form, be sure to include your name, address, phone number and a brief description of the problem with your watch and/or the type of service or repair it needs.

To ensure safe delivery, please do not put "Movado" or the name of any other watch brand on the cover of the package. Note: Our Movado facility in Moonachie, NJ facility is NOT OPEN to walk-in customers. We can accept delivery of watches by mail only at the Moonachie, NJ facility.

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What is Water Resistance Maintenance?

Water resistance is achieved by installing seals between the major parts of the watch case. The watch is fitted with a series of gaskets and a specially designed crown, which together, seal the watch and prevent moisture from entering the case. To maintain the integrity of this water-resistant system, periodic maintenance is required. The gaskets and crown are subject to wear and deterioration under conditions of normal use. Therefore, these parts should be inspected and replaced, as needed, each time the watch is opened for service, including battery changes. In addition, water-resistant watches must be tested to ensure that the proper seal has been re-established. NOTE: All work performed by MGI carries a one-year warranty.

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What is a Movement Maintenance/overhaul?

Like any finely crafted mechanism, a mechanical or quartz watch requires periodic maintenance to ensure optimum performance. Power is transmitted by a wheel train to the watch hands which indicate the time. To reduce the friction, the pivots of these wheels are turning in "jewels" - small synthetic rubies. Special lubrication is applied to the jewels to further minimize the friction. Over time, the aging lubrication can deteriorate, causing the watch to run erratically or stop. When a movement is said to be "dry", it means the lubricating oil has started to congeal, and a complete maintenance is needed. A Movement Maintenance (overhaul) is performed by an accomplished watchmaker and consists of the following procedures:

Disassembly and thorough cleaning of the entire movement; correcting all defects; replacing faulty parts and depleted materials

Oiling, regulating and re-assembly of movement, according to the manufacturer's specifications

Replacement of the battery (quartz movements only)

Testing on water-resistant models to assure seal has been reestablished

NOTE: All work performed by MGI carries a one-year warranty

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What steps are taken to replace a battery?

Most of our products are water-resistant. Special care is needed every time a water-resistant watch is opened, even to replace the battery. In order to change the battery, an accomplished watchmaker performs a detailed process composed of 27 individual steps. Key steps include:

Measurement of the lower working voltage

Timing test on quartz timer

Replacement of gaskets and crown (if needed)

Checking proper fit of case back and gasket seat

Testing on water-resistant models to assure seal has been reestablished

Cleaning of the case and metal bracelet

NOTE: All work performed by MGI carries a one-year warranty

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Where do I send my Movado CLOCK for repair?

Please send your clock to:

MGI
109 State Street
Moonachie, NJ 07074
1-800-810-2311

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