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Frequently asked Questions

About Vulcain

Q. How can I contact Vulcain?
A. We would love to hear from you. You may call us toll-free at 1-800-VULCAIN. For more details, click the “Contact” link in the uper left-hand corner of our website.

Q. What makes the Vulcain brand unique?
A. Vulcain was founded in 1858 and is the inventor of the alarm complication for wristwatches. This innovation made the Vulcain watches popular with American presidents starting with Harry S. Truman, earning the brand its reputation as “The Watch for Presidents”.

We invite you to learn more about our brand at www.vulcain-watches.ch by clicking on “History” from the menu at the upper left-hand corner of the page.
 
Adding or Removing Yourself From Our Email List

Q. I no longer wish to receive emails from Vulcain that are not directly related to my orders. How can I remove myself from your email list?
A. We’re sorry for any inconvenience. To stop receiving emails unrelated to your orders, please follow these steps:

  • Log in at shop.vulcain-watches.com
  • Go to “My Account” and click “My Account Information.”
  • Under “Receive Updates From Vulcain,” click “No.”
  • Click the “Update” button

  • You will no longer receive promotional emails from Vulcain. Please note that this change may take up to 14 days to take effect, and you might still receive promotional emails from us during that period.

    Q. How can I add myself to Vulcain’s email list?
    A. If you haven’t created an account with us yet, simply click the “sign up for our newsletter” link at the bottom of our homepage and enter your email address.

    Product Information

    Q. Do your timepieces come with a manual?
    A. Yes. Each Vulcain timepiece comes with a manual.

    Q. Where can I find the serial number on my timepiece?
    A. The serial number can be found on the case back.

    Q. I don’t see a serial number on my limited edition timepiece. Where can I find it?
    A. Some of our limited edition pieces are engraved solely with the edition number on the case back. For these pieces, that number serves as the serial number. For example, if you have the 10st piece out of a limited run of 18, your serial number may be 10/18.

    Gift Orders

    Q. Can I send someone a gift from your Online Boutique?
    A. We would be happy to help you send a Vulcain watch as a gift. Simply select the “gift” option at checkout and we will expertly wrap your gift in our tasteful Vulcain-branded wrapping paper so it arrives ready for presentation. You also have the option to add a personalized gift message that will be enclosed in the shipment along with a gift receipt. This service is complimentary with all items sold in our Online Boutique.

    Q. Is gift wrapping available?
    A. Complimentary gift wrapping is available with all items sold in our Online Boutique.

    Q. Is there a charge for gift wrapping?
    A. No. We are happy to provide this service free of charge.

    Placing Your Order

    Q. Is there a reason to buy in-store instead of from your Online Boutique?
    A. We love to meet clients in our stores where we can get to know them personally and share stories of our 156 years of watchmaking history. However, our Online Boutique also features our complete product assortment and provides a convenient and secure shopping experience. Either destination features our complete collection.

    Q. Are all of the timepieces displayed in your Online Boutique currently in stock?
    A. If a “Place In Cart” button appears next to an item in our Online Boutique, that item is currently available for purchase. If an item happens to be out of stock, this will be indicated under the price on the product page.

    Q. The item I am looking for doesn’t appear on your website. What should I do?
    A. The item may be temporarily out of stock. Please call Client Services toll-free at 1-800-VULCAIN. They will be happy to try and locate the item for you.

    Q. Which payment methods do you accept online?
    A. We currently accept credit cards and those debit cards which can be used as a credit card or are capable of making PIN-less transactions. If you prefer, you may also arrange for payment via wire transfer by calling Client Services at 1-800-VULCAIN.

    Q. Which credit cards do you accept online?
    A. Vulcain accepts the following credit cards for online purchases: Visa, MasterCard, and American Express. Debit cards may also be used as credit cards if the issuing bank offers that option.

    Q. What are your policies regarding the safety and security of my payment information?
    A. We make every effort to protect your security. Please see the security section of our privacy policy for more details.

    Q. Can I place an order without creating an account during the checkout process?
    A. We do ask that our customers create an account in order to purchase on our site and have made the process fast and secure as possible. You can easily opt out of receiving marketing messages as well so no need to worry about getting “junk” mail.

    Q. Can I place an order over the phone?
    A. You can reach one of our Vulcain Client Services Representatives by calling 1-800-VULCAIN. He or she will be happy to assist you with our online ordering process. Alternatively, your Representative can introduce you to a sales associate from one of our retail stores who will be able to help you with your purchase.

    Q. If I place multiple orders online, can you combine those orders into a single shipment?
    A. Sorry, no. Individual orders will ship separately.

    Q. How long will it take to receive my order confirmation?
    A. Once you place your order, an order confirmation email will be sent to you within minutes. If you do not see your order confirmation email, please verify the email address you provided was correct by logging in to your account and checking the email address in “My Account Information.” You may also want to check your “spam” or “junk” folder for the confirmation email.

    Q. Is it possible to cancel my order once it has been placed?
    A. There is a short interval where an order may be cancelled once it has been placed. To determine the status of your order, please have your order number available and call Vulcain Client Services toll-free at 1-800-VULCAIN.

    Q. Can I make changes to my order once I have received my order confirmation?
    A. The payment method and shipping address may not be changed once you place your order. However, you may be able to make changes to other order details. To determine the status of your order and make any changes, please have your order number ready and call Vulcain Client Services toll-free at 1-800-VULCAIN.

    Q. Where can I review my order details?
    A. Your order history is available in the “My Account” section of our website.

    Q. How will Vulcain update me about the status of my order?
    A. We will send updates regarding the status of your order to the email address you provided when you created your account. These updates will include:

  • Account creation confirmation
  • Order confirmation
  • Shipping confirmation
  • Delivery confirmation

  • Q. I added an item to my cart and now it’s gone. What happened?
    A. Items may be removed automatically from your cart after 30 days.

    Q. The price of an item I had in my cart has changed. What happened?
    A. We adjust the prices of our items from time to time. The latest price will be displayed in your shopping cart.

    Q. Does your Online Boutique have purchase limits?
    A. For the safety and security of our clients, we may contact purchasers to verify orders over a certain frequency or dollar amount.

    Payments and Tax

    Q. I am buying a high-value piece and would like to arrange for a wire transfer. How may I do so?
    A. Please call Vulcain Client Services toll-free at 1-800-VULCAIN. One of our Client Services Representatives will be happy to assist you with the arrangements.

    Q. I am trying to place an order online, but your website will not allow me to complete the payment process. What should I do?
    A. We’re sorry for the inconvenience and ask that you please try again. Here are a few things to check to ensure that your order goes through the payment process successfully:

  • You must be accessing our website from within the US.
  • You must be using a billing address based in the US.
  • You must click the icon of the credit card type you are using in addition to entering the credit card number.

  • If your order is still unsuccessful, please call Client Services toll-free at 1-800-VULCAIN.

    Q. What are your policies regarding the safety and security of my payment information?
    A. We make every effort to protect your security. Please see the security section of our privacy policy for more details.

    Q. Will my payment information be saved in “My Account?”
    A. No, we will not store your payment information online. For further details, please see the security section of our privacy policy.

    Q. If my credit card is declined, will my order be cancelled?
    A. No, you will not lose the items in your shopping cart. Please try to place your order again with a different credit card.

    Q. Will I be charged sales tax on my purchase?
    A. Applicable sales tax will be added for deliveries to the following states: California, Florida, Illinois, New Jersey, Nevada, New York, Pennsylvania, and Texas.

    Shipping 

    Q. What shipping options do you offer?
    A. Free Standard Shipping is included with each order. Please see our shipping policy for more details.

    Q. Do you ship orders worldwide?
    A. Orders are available for shipping to all 50 states. At this time, we do not ship to international addresses, P.O. Boxes, or APOs.

    Q. Can I arrange to pick up my purchase in one of your stores?
    A. Sorry, no. We do not offer in-store pickup at this time.

    Q. My order was scheduled for delivery today but it hasn’t arrived. What can I do?
    A. We apologize for any delay. First, please access “My Account” to review your order status. If you believe an error has occurred during shipment, please call Client Services toll-free at 1-800-VULCAIN with your order and tracking numbers and one of our Representatives will be happy to assist you.

    Q. Can I receive a refund of my expedited shipping charge if there is a problem with delivery?
    A. A refund for expedited shipping charges may be given in the event that a shipment is not delivered on time or if multiple shipments were inadvertently charged for the same order number on the same day. To request a refund of shipping charges, please call 1-800-VULCAIN or email shop@vulcain-watches.ch.

    Q. I won’t be available to sign for delivery at my home. How can I receive my order?
    A. You may ship to an alternate address providing you use a credit card that has the alternate address on file with the issuing bank. If the alternate address has not been linked to your credit card, please call the card issuer to update your account information before placing your order with Vulcain.

    Alternatively, you may contact FedEx directly to schedule a delivery at your convenience.

    Q. FedEx returned my order because I could not accept delivery “after multiple attempts.” What should I do?
    A. Please call Vulcain Client Services toll-free at 1-800-VULCAIN with your order and tracking numbers. One of our Representatives will be happy to help you schedule a re-shipment.

    Q. Is it possible to ship my order to an address other than my billing address?
    A. Yes. At the time of your order, please use a credit card that has the alternate shipping address on file with the issuing bank. If the alternate address has not been linked to your credit card, please call the issuer to update your account information before placing your order with Vulcain.

    Q. Is secure delivery available for high-value timepieces?
    A. Yes, secure delivery for orders above a certain dollar amount may be arranged by calling Vulcain Client Services at 1-800-VULCAIN.

    Q. I did not receive my “gift with purchase.” What should I do?
    A. Please call Client Services toll-free at 1-800-VULCAIN with your order and tracking numbers. If it is determined that a gift was omitted in error, Client Services will arrange for a replacement to be shipped.

    Q. My order tracking shows that my order has been “delivered” but I have not received my package. What action should I take?
    A. Please contact FedEx immediately to initiate an investigation or file a claim. Then call Vulcain Client Services at 1-800-VULCAIN so we may also investigate.

    Q. How can I track my order?
    A. You may click the link in your shipping confirmation email or log in to your account at shop.vulcain-watches.com and click “My Orders.”

    Q. Why haven’t I been provided with tracking information for my order?
    A. Tracking information will not be available until your order has finished processing and been marked as shipped. You will receive an email with tracking information as soon as those steps are complete.

    Q. What packaging materials are used for shipment of your timepieces?
    A. We use a tuck tab outer box and protective Korrvu® inserts to ensure safe shipment of your merchandise.

    Q. Are your packaging materials environmentally friendly?
    A. We have endeavored to be as environmentally responsible as possible with our packaging materials while ensuring that these materials safeguard your merchandise during transit. Here are several steps we’ve taken to reduce our packaging’s impact on the environment:
    • The outer box and insert are both made of corrugated cardboard.
    • The cardboard we use is biodegradable, recyclable, and made from renewable cellulose.
    • Our tuck tag shipping boxes contain 17%-25% post-consumer waste (recycled content) and can be easily recycled.
    • Korrvu® packaging is manufactured using a standard corrugated fiberboard frame and can be easily recycled along with corrugated waste.
    Returns

    Q. Can I return items purchased from the Vulcain Online Boutique?
    A. Absolutely. We want you to be completely satisfied with your purchase. Please see our shipping policy for more details.

    Q. How soon will I receive a refund after I have returned my item(s)?
    A. Most refunds are fully processed within 3-5 business days once we receive, inspect, and process your returned merchandise.

    Q. Once I have shipped my return to Vulcain, how can I track that shipment?
    A. You should receive a tracking number from FedEx which will allow you to track your return package.

    Q. Can I exchange a timepiece I received as a gift?
    A. Unfortunately, at this time we cannot process exchanges of items purchased from the Online Boutique. Should you wish to return an item received as a gift, please call Client Services at 1-800-VULCAIN to arrange a return. The purchase amount will be refunded to the purchaser, who could place an order for a different item.

    Q. I don’t have the ability to print a return label from my email. Can you send me a return label in the mail?
    A. We’d be happy to provide you with a return label. Please call Client Services at 1-800-VULCAIN and we will mail you a return label via USPS.

    Servicing

    Q. Where can I have my timepiece inspected or repaired?
    A. We invite you to call our Vulcain after-sale service center toll-free at 1-866-260-0460. An advisor will be pleased to guide you through the steps to send your timepiece for servicing. Alternatively, you may visit any Vulcain Boutique where our sales associates will handle the shipping process for you. Please remember to bring the proof of purchase from your Authorized Retailer to include with your service request.

    Q. Where can I have my mobile device inspected or repaired?
    A. Please call our after-sale service center at +1 800 STOLLCO (786-5526) and an advisor will be pleased to guide you through the steps to send your mobile device in for servicing. Our contact information is:

    ADDRESS:

    Ron Stoll / Stoll & Co.
    1801 South Metro Parkway
    Dayton, OH 45459
    Phone +1 800 STOLLCO (786-5526)
    Local +1 937 434 7800
    Fax +1 937 434 8463
    Email stoll@americaswatchmaker.com

    Q. How do I register my timepiece for a warranty?
    A. Your timepiece is automatically covered under our international warranty for 2 years from the date of purchase. When requesting warranty service, we ask that you present the wallet-sized international guarantee card which accompanied your timepiece at the time of purchase.

    Q. How often will my Vulcain timepiece require servicing?
    A. Just like the inner workings of a high-performance race car, the precise mechanisms in your timepiece require expert periodic maintenance in order to preserve their optimal performance. As a general rule, Maintenance Service is recommended on all timepieces approximately every 2 years or after a failed water resistance test. Quartz timepieces should be given a Complete Overhaul servicing approximately every 3-6 years. And mechanical or electro-mechanical timepieces should be given a full servicing approximately every 3-5 years.

    Q. Does it matter where I have my Vulcain timepiece serviced or repaired?
    A. Ron Stoll / Stoll & Co. is the official service center approved by Vulcain to perform all warranty work.

    Ron Stoll / Stoll & Co. has the skilled watchmakers, genuine Vulcain spare parts, tools, and know-how to perform all kinds of work -- under warranty and outside of warranty -- on all Vulcain timepieces. All work complies with the international Vulcain service quality guidelines.

    To initiate a service order, please visit www.americaswatchmaker.com.

    Working with Our Website

    Q. How do I log in to my account?
    A. Simply click the “Login / Register” link found at the top right-hand corner of shop.vulcain-watches.com and enter your email address and password.

    Q. I’ve forgotten my login credentials. How can I recover them?
    A. Please click “Login / Register” then enter the email address you registered with us and click “Reset my Password” A new temporary password will be sent to your email momentarily.

    Q. I accidentally hit the order button a second time. Will I be charged twice?
    A. Don’t worry, our systems will prevent that from happening.

    Q. How can I check if I accidentally duplicated my order?
    A. Once you’ve logged in, you may check your order history in “My Orders.”

    Q. How can I provide feedback regarding Vulcain’s website?
    A. We would be happy to receive any feedback you might have. Please email your comments to shop@vulcain-watches.ch

    Working with Your Wishlist

    Q. How do I create a wishlist in your Online Boutique?
    A. Once you’ve created an account, simply click the “Add to Wishlist” link on any product detail page.

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