Frequently Asked Questions

Posted by Phoibos on 20th Oct 2023

Frequently Asked Questions

1. Is there a physical watch showroom?
We don't have offline physical stores currently. We offer return service up until 30 days after delivery and free worldwide shipping. For detailed information, please refer to Shipping&Returns.

2. Are prices shown in my local currency? Why was my card charged more than my order total?
All products on our website are priced in US Dollars (USD). The actual amount in non-USD currency charged by the bank may change on a daily basis, in accordance with exchange rate fluctuations.

3. What payment methods may I use on the website?
Frequently used payment methods are PayPal, Stripe, Google Pay, etc. We accept three types of credit card payments (Visa/Master/Amex/Discover).

4. Can I apply more than one coupon code per order?
Only one coupon code is allowed per order. Coupon codes cannot be combined with any cart-level discounts applied to your order.

5. Can I change or cancel my order?
Please contact us by email if you want to change or cancel your order. Orders can only be changed or cancelled before shipment.

6. I entered the wrong shipping address. How can I update this?
Please contact us by email and provide your order number and the correct address. Address can only be changed before the item is shipped. We are not responsible for any loss caused by a wrong shipping address entered at checkout.

7. The watch I want is sold out. What can I do?
You can contact us by email for a future restock plan. Or, you can also search the watch you want on the internet. Sometimes, our authorized reseller may still have them in stock.

8. How to get notified when watches are back in stock?
If the watch you want is on display but not in stock, you can add your email into the list to get a stock notification when it arrives. (Find the watch you want and choose the warehouse, and then you will find a place to enter your email.)

9. How to get the information of latest models and sales promotion?
You can subscribe to our newsletter to get the latest information on our watches. Please find the “JOHN US” entrance at the bottom of the web page. There’s also a pop-up subscription window when you open our website.

10. I just placed an order, but I can't find my order record. How do I retrieve my order?
Please make sure to register an account before placing an order. If you place the order first as a guest and then register, you will not be able to see the previous order records.
If this does happen, you can contact our customer service to add it for you.

11. Why can’t I receive the tracking number?
Please make sure you’ve logged in on our website when you order. Shopping as a guest may not be able to receive the tracking email.

12. When will my order ship?
Orders made on our website will be shipped within one or two days during workday. Shipping may be delayed a little during holidays.

13. How can I track my order?
You will be receiving an automated email with the tracking number when the order is shipped, as well as a tracking link. For detailed tracing guide, please refer to our Shipping&Returns.

14. Do you sell replacement watch bands? How do I purchase the watch parts?
We sell replacement watch bands if they are in stock. Please contact us for a specific model.
We also sell watch parts if needed. Please send us an email for inquiry. (We are not responsible for the compatibility if the parts were used for non-Phoibos watches.)

15. Can I order a customized watch or have it gift-wrapped?
We don't have customized service or gift wrap service. Watches are not able to be modified in our third-party warehouses.

16. Why can’t I receive the watch within the exact delivery date?
No international shipping times are guaranteed. Only an estimated shipping time can be provided.