Updated: Feb 19, 2020
A rare yet painful experience.
Step I: FAMILY & FRIENDS
Picture the scene: You have been waiting for your package to arrive. You track your package and you see a delivery scan. The first thing that goes through your mind is that someone stole your package right out of your mailbox! That does happen of course. However we have seen that in most cases someone you know, someone who was just trying to help, took the package in for safe keeping. Family members, neighbors and landlords have all been "guilty" of taking the package in to keep it safe and then forgot to inform the intended recipient. Please check with anyone and everyone who might know more about the package than you do before we start the process of replacing your item. Also, very important, confirm with your postal carrier that the package was actually delivered. We have seen cases where there was a delivery scan but the package was still with the carrier. Finally, there have been times when the package was delivered but left in a less-than-obvious place. Look high and low before determining it is lost for good. To sum it up: A) ask friends & family B) ask your postal carrier C) look up, down and all around.
Step II: USPS INVESTIGATION
Before giving up hope we will open an investigation with the Postal Service. If there is a delivery scan or a package "disappears" from tracking data, meaning it seems to fall off the face of the USPS planet, we will work hard with USPS to find the package. We have been very successful finding such packages in the USPS systems. We ask for your patience during this process. It often adds only a few days to the process but we must be honest, it can take longer. If opening an investigation with USPS does not show results within a reasonable amount of time we will begin the replacement process.
Step III: POLICE REPORT
If there is a delivery scan and you have checked with anyone and everyone who might know of the whereabouts of your package we will typically conclude that the watch was stolen. For us to process a replacement we do ask for a police report; that keeps our paper pushers happy. Some police departments are very quick to help, others are not. Impress upon them that mail theft is a Federal Offense* and the item is worth at least several hundred dollars. If the officer is still recalcitrant, consider asking for his/her supervising officer. Once you are in possession of the police report, please scan it and email it to us to firstname.lastname@example.org
*18 U.S. Code § 1708 - Theft or receipt of stolen mail matter generally
Step IV: REPLACEMENT PROCESS
Please visit www.citizenwatch.com and pick two or three choices for a replacement watch. Again, email us to email@example.com with model numbers of your selections. We will then confirm with the Citizen Watch factory that the desired timepieces are in stock. We will get back to you with our findings for you to make a final decision. If the watch you decide to order retails for more than the credit you have coming to you ($400), we ask that you pay half the difference. Getting the replacement watch out to you can take between two and three weeks as we must wait for delivery from Citizen Watch. Once we receive it we will typically hold it overnight while we double-check the watch to ensure it is fully charged and on time.
Our goal is to make you whole as quickly as we can. Thank you for your patience as we work through this process to get your watch or a brand new Citizen Watch on your wrist as soon as possible.