Customer Service | Tense Watches

General

Hours: 9am – 5pm PST
General inquiries: service@tensewatch.com

Mailing Address:

Tense Enterprises Inc.

118-1515 Broadway St
Port Coquitlam, BC Canada
V3C 6M2

Tel: 604-525-5633 or 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 or Purolator 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 the 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.

Tense Black Friday eGift cards will be delivered to the purchaser by email the day we ship the order.

If you wish to cancel your order, please contact our customer service as quickly as possible at 1-604-525-5633 or by email service@tensewatch.com and write in the subject of the email  < CANCELLATION OF ORDER #00001 >  so they can verify the status of your order. If the status is still in early process, we will be able to cancel it. If the order has already been processed and shipped, unfortunately we cannot cancel it.

Refused Shipments - If you decide to refuse any shipments from us, you are responsible for the original shipping charge for $18, and the cost of returning the package to Tense Watches Canada. This amount will be subtracted from your purchase amount.

Warranty

Hours: 9am – 5pm PST
Email: service@tensewatch.com
Tel: 604-525-5633 or 604-474-0422
Fax: 604-474-0662

Tense Wooden Watches provides a 2-year limited warranty on manufacturer’s defects present at the time of purchase. If your watch needs servicing or you have a warranty issue, please contact us to see what we can do for you.

Please note, we will only accept items sent to us if we have authorized the servicing or warranty return. You must fill out our [Service Repair Form] and have your request approved before mailing your watch to us.

After the warranty or repair has been received by Tense, we will attempt to contact the customer 3 times. If the customer can not be reached, we will keep the watch that was returned for warranty or repair for 1 year. After 1 year, Tense is no longer responsible for the returned watch. Customers can follow-up with their warranty or repair by contacting us at 1-604-525-5633 or service@tensewatch.com.

Please use our Watch Registration to have your watch be eligible for warranty.

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.

What Tense Reccomeneds if you have an allergic reaction to our Wood watches.

Stop wearing the watch immediately. If you think your allergic reaction is linked to your Tense watch mention it upon consulting your doctor or an allergist.

Doctors should be informed that Tense doesn't use any glue on the outside of the watch and doesn't treat the wood with any harsh chemicals. External metal parts that touch the skin are made of stainless steel. For more information please contact us at service@tensewatch.com where we can answer your specific inquiry directly. 

Parts & Service

If you need a repair that is outside of our warranty, we can help you with that. Please contact us for a quote and let us know what needs servicing on your watch.

Extra links and replacement parts can be ordered by emailing us at service@tensewatch.com or calling us at 1-604-525-5633. Please indicate whether you need links, a band, a crystal, a battery or something else.

After the warranty or repair has been received by Tense, we will attempt to contact the customer 3 times. If the customer can not be reached, we will keep the watch that was returned for warranty or repair for 1 year. After 1 year, Tense is no longer responsible for the returned watch. Customers can follow-up with their warranty or repair by contacting us at 1-604-525-5633 or service@tensewatch.com.

Please note that promotional/discount code does not apply to parts & service order.

Returns & Exchange

HOLIDAY RETURN EXTENSION
All purchases made from December 5, 2022 through December 25, 2022 can be exchanged or returned with original or gift receipt until January 8, 2023. Excluding customized and final sale items.

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 packages arrival, you may 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 item. Tense Gift Cards, custom orders, personalized orders and limited editions items are also final sale. All returned items that were purchased using a gift card will be refunded as merchandise credit back onto a gift card.

If an order including a free gift needs to be returned, the free gift must also be returned. If you would like to keep the free gift, then the original retail price of the free gift will be charged.

If an item is purchased during a free express shipping or free overnight shipping promotion and then needs to be returned, there will be a restocking fee of $30 for the express shipping order or $40 for the overnight shipping order. 

GIFT CARDS 

Tense eGift cards - can be purchased at tensewatch.ca and will be delivered by email directly to the purchaser or the gift recipient.

Tense physical Gift Cards - can be purchased at tensewatch.ca To request a physical Gift Card, please contact our customer service at 1-604-525-5633. We offer complimentary standard shipping to the purchaser or the gift recipient.

All Gift cards are final sale and cannot be returned or exchanged for cash. Gift Cards are not replaceable if lost, stolen, or damaged.

BLACK FRIDAY & PROMOTIONAL E-GIFT CARDS

All Promotional Gift Cards received in relation to a purchase must also be returned at the same time the merchandise is returned. If the merchandise is returned without the corresponding Promotional Gift Card, or with partial value, it will be deducted from your refund.

PRICE ADJUSTMENTS - Requests for price adjustments will be honored if the item was purchased at regular price and if it is marked down within 7 days of purchase. Please email service@tensewatch.com for more info.

Price adjustments can not be made within a special promotion.

Promotions can not be back-dated to previous purchases.

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 ApplePay.

Can I drop off my watch at the repair department location?

Our repair department and warehouse office are not open to the public. All repairs must be mailed in to our repair department after you have received your return authorization. See our service and return (links) sections for more info.

Can I get extra links, batteries or other parts for my watch?

Yes. Extra links and replacement parts can be ordered by emailing us at service@tensewatch.com or calling us at 1-604-525-5633. 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 our watches.

How do I get a user manual for my watch?

Please email service@tensewatch.com or call us at 1-604-525-5633.

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 for?

Our warranty lasts for a period of 2 years on manufacturers 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. It applies to all parts except 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 by the warranty. Opening the case back will void the warranty.