Customer Service

General

Hours of Operation: Monday-Friday 9am – 5pm PST
By Appointment Only
General inquiries: service@tensewatch.com

Mailing Address:
Tense Enterprises Inc.
118-1515 Broadway St
Port Coquitlam, BC Canada V3C 6M2

Tel: 604-474-0422
Fax: 604-474-0662

Shipping

Once your order is submitted, it takes 2-3 business days to process and ship since our watches are made-to-order.

Orders shipping to addresses in North America will be delivered in 6-10 days from date of purchase. If shipments are stopped by US customs, they may take longer to arrive.

All orders use Canada Post, DHL or FedEx for shipping. We do not guarantee the delivery time. Shipments sent outside of Canada may be subject to Customs charges depending on the country of delivery. All custom charges incurred are the responsibility of the customer.

You can upgrade your shipping options when you go to make your purchase if you'd like your package to arrive sooner.

Important: Adding Your Buzz Number — To ensure smooth and timely delivery, please include your buzz number in the address field when filling out the form. This helps our carriers access your building without delays. If a package is returned due to a missing or incorrect buzz number, there will be a flat fee of $25 to resend the package.

If you wish to cancel your order, please contact our customer service as quickly as possible at 1-604-474-0422 or service@tensewatch.com with the subject line: CANCELLATION OF ORDER #00001. If the status is still in early process, we will be able to cancel it. If the order has already been shipped, unfortunately we cannot cancel it.

Refused Shipments — If you refuse any shipments from us, you are responsible for the original shipping charge of $25, plus the cost of returning the package to Tense Watches Canada. This amount will be subtracted from your purchase amount.

Returns & Exchange

Sale or Engraved items are Final Sale and cannot be returned or exchanged. Regular priced items cannot be exchanged or returned for sale items.

If you wish to return or exchange an unworn watch within 14 days of your package's arrival, contact us for a return authorization (RA#). Be sure to have your package postmarked and sent off within 14 days of receiving your order. Return or exchange orders dated after 14 days may be refused or marked as a final sale. All items purchased with customization or at a discount are a final sale and may not be returned.

You may only return or exchange items purchased directly from us. Items purchased from authorized Tense stockists must be returned through them.

Tense is not responsible for any shipping costs associated with return, exchange, warranty, parts or service.

No exchanges or returns on final sale items. Tense Gift Cards, custom orders, personalized orders and limited edition items are also final sale. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card.

Gift Cards — Tense eGift cards can be purchased at tensewatch.com and will be delivered by email to the purchaser or gift recipient. Tense physical Gift Cards can also be purchased at tensewatch.com — to request one, contact us at 1-604-474-0422. We offer complimentary standard shipping. All Gift Cards are final sale and cannot be returned or exchanged for cash. Gift Cards are not replaceable if lost, stolen, or damaged.

Price Adjustments — Requests for price adjustments will be honoured if the item was purchased at regular price and marked down within 7 days of purchase. Please email service@tensewatch.com for more info. Price adjustments cannot be made within a special promotion. Promotions cannot be back-dated to previous purchases.

Warranty

Hours: 9am – 5pm PST
Email: service@tensewatch.com
Tel: 604-474-0422
Fax: 604-474-0662

Tense Wooden Watches provides a 2-year limited warranty on materials and workmanship of the watch quartz or mechanical movement present at the time of purchase. If your watch needs servicing or you have a warranty issue, please contact us first — email is preferred at service@tensewatch.com, or call 1-604-474-0422.

Please note, we will only accept items sent to us if we have authorized the servicing or warranty return. Contact us before mailing your watch.

After a warranty or repair has been received by Tense, we will attempt to contact the customer 3 times. If the customer cannot be reached, we will keep the returned watch for 1 year. After 1 year, Tense is no longer responsible for the returned watch. Follow up by contacting us at 1-604-474-0422 or service@tensewatch.com.

Opening the back of the watch will void the warranty.

Tense has confirmed that a small percentage of people have experienced an allergic reaction from the woods used in our watches. We recommend anyone with wood sensitivity be careful when choosing one of our watches. If you experience a reaction, stop wearing the watch immediately and consult your doctor.

For more information please contact us at service@tensewatch.com.

Parts & Service

If you need a repair that is outside of our warranty, we can help. Please contact us first — email is preferred at service@tensewatch.com, or call 1-604-474-0422. Let us know what needs servicing and we'll provide a quote.

Extra links and replacement parts can also be ordered by emailing service@tensewatch.com or calling 1-604-474-0422. Please indicate whether you need links, a band, a crystal, a battery or something else.

Payment accepted: Visa / Mastercard. No cheques accepted. Please allow 3–5 weeks from the date we receive your package.

Please note that promotional/discount codes do not apply to parts & service orders.

FAQ

What is the delivery time with free ground shipping?
Canada: Approximately 1–7 business days.
USA: Approximately 7–10 business days. Customs may delay shipment.
International: 10–15 business days. Customs may delay shipment.

What types of payment do you accept?
Visa, Mastercard, American Express and Apple Pay.

Can I drop off my watch at the repair department?
Our repair department and warehouse are not open to the public. All repairs must be mailed in after you have received your return authorization number (RA#).

Can I get extra links, batteries or other parts?
Yes. Email service@tensewatch.com or call 1-604-474-0422. Please indicate whether you need links, a band, a crystal, a battery or something else.

How do I adjust my watch size?
Each Tense Watch comes with a customized tool for sizing.

How do I get a user manual for my watch?
Please email service@tensewatch.com or call 1-604-474-0422.

Which countries does Tense ship to?
Australia, Belgium, Canada, Denmark, Finland, Iceland, Ireland, Japan, Luxembourg, Netherlands, New Zealand, Norway, Poland, South Korea, Spain, Sweden, United Kingdom and the United States.

How long is the warranty?
2 years on manufacturer's defects after original purchase from an authorized Tense dealer.

What does the warranty cover?
Our limited 2-year warranty covers defects in mechanism, materials and workmanship — excluding normal wear and tear on wood cases, wood bands/straps, power cells, and crystals. Malfunction or deterioration due to accidents, negligence or misuse is not covered. Opening the case back will void the warranty.