Server: Microsoft-IIS/3.0 Date: Thu, 18 Dec 1997 03:42:38 GMT Content-Type: text/html Accept-Ranges: bytes Last-Modified: Tue, 16 Dec 1997 17:57:46 GMT Content-Length: 18633 Fossil FAQ
 

 

Fossil has tried to anticipate some the most commonly asked questions. We have included these questions and a general answer in this page for your convenience. If after reading over them you still need additional information please use the Product Feedback form we have prepared.

HINT: Use the "Find" feature included in the menu of your browser to held locate key words in your question.

Q: Where do I send my watch for repairs and how much will it cost?
Q: Why is it so difficult to change the battery?
Q:
I need to replace my watch band. Where can I send it and can you get the exact same style?
Q:
I need to add or remove some links from my watch band. What should I do?
Q:
I need some repair work done on my sunglasses. Where should I send them and how much will it cost?
Q:
Does Fossil have a catalog they can send me?
Q:
I did not see the style of product I would like to purchase on your site. I have the SKU# and would like to know if I can special order it?
Q:
What is Fossil's basic warranty policy?
Q:
Once I have placed an order on line, how long does it take to receive it?
Q:
I bought something from Fossil's web site and need to return it. What do I need to do?

 

Q: Where do I send my watch for repairs and how much will it cost?
A: The watch may be mailed to our service department and, if the watch is still under warranty, the problem will be evaluated and repaired free of charge. If the problem is not covered by warranty or if your warranty has expired, the service and repair charges are as follows:
CRYSTAL $10.00
CASE $10.00
BATTERY $ 4.00
MOVEMENT REPAIR $12.50
BANDS $12.50

Please add $7.00 for SHIPPING AND HANDLING

The address is:
Fossil Warranty Repair
2155 Campbell Creek
Richardson, TX 75082

Please enclose a copy of your sales receipt, your return address, a description of the problem, and a check or money order made payable to Fossil. The watch should be returned to you within 4-6 weeks of our receiving it. We encourage you to send your package certified, insured, or UPS. Thank you for your confidence in Fossil. If you have any further questions, please feel free to contact any of our Fossil representatives at 1-800-842-8621.

Q: Why is it so difficult to change the battery?
A:
Our cases are similar to those of other fashion watches designed with a case back that must be pressure sealed to protect the watch from particles and precipitation. Any reputable jeweler should be able to replace the battery in this type of watch, just as in any other type.

Fossil will also be happy to replace the battery in your watch for $4.00 plus $7.00 shipping and handling. Please feel free to send it to our facility and we will service your watch. The address is:

Fossil Repair Department
2155 Campbell Creek
Richardson, TX 75082

Please enclose a copy of your sales receipt, your return address, a description of the problem, and a check or money order made payable to Fossil. The watch should be returned to you within 4-6 weeks of our receiving it. We encourage you to send your package certified, insured, or UPS. Thank you for your confidence in Fossil. If you have any further questions, please feel free to contact any of our Fossil representatives at 1-800-842-8621.

Q: I need to replace my watch band. Where can I send it and can you get the exact same style?
A:
Fossil will make every effort to replace your band with the same style. However, in some cases this may not be possible. Fossil will then provide a replacement that most closely fits your request. Please review the options below for placing your band order.

First Option:

1) Photo copy the front and back of your watch or mail in the original band.
2) Indicate the color of the strap and buckle along with the model number of the watch. This will be located on the back of the watch.
3) Enclose a check or money order in the amount of $16.00 payable to Fossil. The band is $12.50 and shipping and handling is $3.50.
4) Mail to: Fossil
Watch Band Replacement
2155 Campbell Creek
Richardson, TX 75082

Second Option:

1) Call us at 1-800-842-8621 to speak to a customer service representative.
2) Give them the model number of your watch and a description of the band.
3) Provide customer service with your credit card and shipping information. Note: the ship to address must match the credit card billing address.


Please allow 3 to 5 weeks for the delivery of your order. Should you need further assistance, please call 1-800-842-8621 and choose option number 5 from the menu.

Q: I need to add or remove some links from my watch band. What should I do?
A:
Please review the option below for getting your band adjusted.

1) Call us at 1-800-842-8621 to speak to a customer service representative.
2) Give them the model number of your watch and a description of the band.
3) Provide customer service with your request.
4) If necessary mail to:
Fossil
Watch Band Replacement
2155 Campbell Creek
Richardson, TX 75082


Please allow 3 to 5 weeks for the delivery of your order. Should you need further assistance, please call 1-800-842-8621 and choose option number 5 from the menu.

Q: I need some repair work done on my sunglasses. Where should I send them and how much will it cost?
A:
The eyewear may be mailed in to our service department and, if it is still under warranty, the problem will be evaluated and repaired free of charge. If the warranty has expired or if the problem is not covered under warranty, the following charges will apply.

Lens $10.00
Nose pad/Metal $ 4.00
Temple/Arms $10.00
Replacement Screw $ 4.00


The address is: Fossil Eyewear Repair
2155 Campbell Creek
Richardson, TX 75082

Add $7.00 for Shipping and Handling

Please send a copy of your sales receipt, your return address, a check or money order, and a daytime telephone number. The eyewear should be returned to you within four to six weeks of our receiving the package. We encourage you to send your package insured, certified, or UPS. If you have any further questions feel free to contact any of our service representatives at 1-800-842-8621.

Q: Does Fossil have a catalog they can send me?
A:
We do not currently have a catalog from which you can pick out styles. We manufacture hundreds of new styles each year so it is not possible to keep a catalog current enough for retail shopping purposes.

Our web site will have products on line that you may purchase via the web in a secure setting. We also offer a large selection on line at America On Line (keyword: Fossil). You can find a complete listing of all the styles in the A-Z index of our AOL store. We look forward to serving you again in the future.

Q: I did not see the style of product I would like to purchase on your site. I have the SKU# and would like to know if I can special order it?
A:
While we do not offer it on our web site at this time you can still place an order for it on the web. We have a "special order" page set up in a secure environment just like the rest of Fossil's shopping pages. If you would like to place an order for this item go to the following URL and include the style number. Complete the rest of the form and then simply submit it. If the product is still available we will process your order and send you a confirmation number once the order has been approved. If not, will we e-mail you to that fact as well. Remember, you must provide a valid SKU (same as style number) in order for us to be able to assist you.

Special Order Page: https://www.fossil.com/secure/specialorder.htm

****** Please Note******: The URL above includes in its address the letter "S" in the https portion. This is what places you in a secure shopping environment that utilizes encryption to safe guard your information. We recommend you "COPY" then "PASTE" the URL into your web browser to make it easier.

Q: What is Fossil's basic warranty policy?
A:
Fossil warrants to the original consumer for a period of (11) years from the date of purchase that the purchased unit is free of defects in materials and workmanship under normal use. This warranty excludes wear or alternation to the case, strap or bracelet or crystal; as well as, water damage (unless marked "water resistant"). This warranty is void if the watch has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in materials or workmanship.

Should warranty or service be required, please fill out the Fossil service request form that was included in your watch tin. Send your watch with the form (we recommend insured service), a copy of the sales receipt, description of the problem, and a check or money order, or credit card information for $7.00 to cover shipping and handling to:

Fossil Warranty Department
2155 Campbell Creek
Richardson, Texas 75082

For Licensed Limited Edition Watch Collections:

One-Year Warranty

Fossil warrants to the original consumer for a period of (1) one year from the date of purchase that the purchased unit is free of defects in materials and workmanship under normal use. This warranty excludes wear or alteration to the case strap or bracelet , and lens: as well as, water damage, (unless marked "water resistant"). This warranty is void if the watch has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in materials or workmanship. Should warranty service be required, please send a copy of the sales receipt and a description of the defect to:

Fossil Warranty Department
2155 Campbell Creek
Richardson, Texas, 75082

Q: Once I have placed an order on line, how long does it take to receive it?
A:
Several factors go into the time frame of receiving your order. All orders are subject to credit card authorization and product availability. If we have any difficulty processing your order, we will notify you promptly by e-mail. Orders will usually ship within two business days of receipt. During the holiday season, Fossil is taking every possible step to get your order processed and shipped within 24 hours of receipt. Fossil uses UPS as our shipping carrier. UPS does not guarantee a delivery date from December 15, 1997 through December 31, 1997. This includes Next Day and Second Day services offered by UPS. International orders are processed differently and require additional time to process. On International orders you will be contacted via email to inform you of the shipping cost and projected time frame. You must include a street address for UPS. Sorry, we are unable to ship to P.O. Boxes. You must also allow for weekends and holidays when anticipating the arrival of your order.

Please refer to the following schedule for projected delivery times.

Fossil Non-holiday Shipping Schedule (effective through 12/18/97)

Day Order Was Placed ** ---------------- Day Fossil Will Ship Your Order *
** (midnight to midnight EST) * (pending approval and availability)

Sunday --------------------------------------- Tuesday
Monday -------------------------------------- Wednesday
Tuesday -------------------------------------- Thursday
Wednesday ---------------------------------- Friday
Thursday ------------------------------------- Monday
Friday ---------------------------------------- Tuesday
Saturday -------------------------------------- Tuesday


Fossil Holiday and Year-end Schedule

Due to the holiday season and a physical inventory to be taken by Fossil, we must amend our normal shipping schedule. Please note the following changes below.

Day Order Was Placed ** ---------------- Day Fossil Will Ship Your Order *
** (midnight to midnight EST) * (pending approval and availability)

Sunday, 12/21 --------------------------------------- Tuesday, 12/23
Monday, 12/22 --------------------------------------- Tuesday, 12/23
Tuesday, 12/23 through Sunday, 1/4 -------- Orders will be accepted, processed and held until 1/5 due to Christmas closings and our year-end inventory. Credit cards will not be charged until the orders are being shipped. After 1/5 Fossil will resume our normal shipping schedule. Thank you for your patience during this busy time for all.

*** Please be aware that orders placed within Fossil's On-line Store within AOL's Shopping Channel are sent to us via AOL. Should AOL experience a delay in transmitting order information to Fossil the shipping timeframe will be adjusted.

Once your order has shipped please allow for the following:
UPS Standard Ground Delivery - Allow 5 to 7 Business days
UPS 2nd Day Delivery - Allow 2 to 3 Business days

Quantity and Item Ordered UPS Standard UPS 2nd Day
Watches, Sunwear, and Small Leather Goods:

1-3

$3.50

$6.50

4-10

$4.75

$7.75

Hand Bags and Backpacks:

1-3

$6.50

$9.75

4-10

$12.75

Call

On all products, for quantities over 10 units, please call Customer Service for shipping rates. On hand bags and backpacks call for shipping costs on quantities 4 or greater.

Q: I bought something from Fossil's web site and need to return it. What do I need to do?
A:
If you are not completely satisfied with your FOSSIL purchase, you can return it to us within 90 days of purchase for a prompt refund or exchange (refunds are processed by original method of payment). Please return your purchase via insured parcel post or UPS for your protection. Returns should be sent in good condition, in original packaging if possible, with receipt and all other paperwork to:

Fossil
2155 Campbell Creek
Richardson, TX. 75082
Attn: Customer Service Department

 


Some Fossil Fun Facts...

 

How old is Fossil?

Fossil was founded in 1984. You do the math!

What is Fossil?

Fossil is a design, marketing and manufacturing company that specializes in fashion watches, sunglasses, handbags, belts, and other small leather goods which are predicated on fashion and value.

What is the FOSSIL image?

Fossil focuses on a wholesome brand image of "America in the 1950's" targeting the value-driven, back to basics consumer of the nineties.

Who is the Fossil customer?

FOSSIL merchandise appeals to a broad range of customers. From 12 to 85 years old, with over 300 styles in our line, Fossil has a watch for every wrist, sunglasses for every face, and a wallet for every purse or pocket.

 


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