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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 for shipping.

Shipments sent outside of Canada may be subject to Customs charges depending on the country of delivery.

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

 

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 register your watch to have it be eligible for warranty

 

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.

To request parts and service, please fill out our Service Repair Form

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.

 

Returns & Exchange

Sale items 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. 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 that you bought directly from us. Items purchased from authorized Tense stockists must be returned through them.

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

All customized watches are a final sale.

 

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 and PayPal.

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, Brazil, Canada, Cyprus, Denmark, Finland, France, French Guiana, Germany, Greece, Ireland, Israel, Italy, Japan, Martinique, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Arab Emirates, 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.