1. ORDER & PAYMENTS
- What are the payment methods accepted?
We accept payment through iPay 88, FPX, VISA debit, Mastercard debit and other major eWallet services.
- I have an error when entering my shipping & billing details. What’s wrong?
There may be a problem with your credit card or address details. The billing address should match what your bank has on file. Please review and ensure your post code is entered correctly. Sometimes it’s also the way you have formatted the address.
- My order status says “Unfulfilled”. What does this mean?
It simply means we haven’t shipped out your order yet, but we have received your payment. Once you receive your tracking details, it will become a “fulfilled” order.
- Can I amend my Online order?
Please contact us immediately - firstname.lastname@example.org - as we process orders within a few hours. Once we’ve processed it, we’re unable to make changes.
- I just placed an order. Can I add another item?
Unfortunately we cannot amend existing order, and would suggest placing a new order for the new item.
- What happens after I paid for my order?
An automated email will be sent to confirm your order, It usually takes a couple of hours for us to respond to your order. We seek your understanding that timings may differ due to time difference. All orders are usually shipped out within 2 working days. The tracking email will be sent to you once the parcel has been shipped.
2. SHIPPING & DELIVERY
- How are orders shipped?
Here at TIVOR, we ship worldwide. We provide registered posts through DHL. Please note that we do not ship to Argentina, Costa Rica, Iran, Iraq, Cuba, North Korea, Sudan, Syria, Brazil, China, Israel, Kuwait, Russia, and Turkey.
- How long will it take before you ship?
We aim to dispatch your order within 24 hours of verification, from Monday – Friday, 9am to 6pm, although this may vary according to the current workload of our warehouse. Orders placed on weekends or public holiday will be shipped on the following working day. For more info and transit time, please refer to our shipping policy
- How can I track my shipment?
When the order is shipped, clients will first receive an e-mail specifying the order confirmation. Once the item has been shipped, another e-mail with the tracking link will be sent, to allow the customer to monitor the shipment status. In the event of delays at the Customs, Clients will be notified directly by the courier.
- Do you ship to APOs or P.O.Boxes?
We’re currently not able to ship to APO’s nor P.O.Boxes but we do recommend that you ship to a friend/relative instead.
- Where is the watch movement made?
The movement of ALVA collection are made by Seiko, an industry leading manufacturer in Japan.
- Does my watch have a battery?
Most our watches use a quartz movement and runs on a Sony battery.
- How do I fix the time on my watch?
Pull the crown on the right-hand side on the watch, twist it to the preferred time setting, and push it back into place.
- Is my watch water resistant?
Yes, depending on the model, the ALVA collection has a water resistance of 3ATM, it is rain resistance but we advise not wearing the watch in heavy downpour or storm. Refer to your watch manual for more info.
- Something broke on my watch, can you help me?
Yes, we are pleased to help. Please refer to our warranty page for more details. A manual stating the full specifications and maintenance information will be included with every watch purchase.
4. WARRANTY & RETURN
- What are your Warranty Terms and what does it cover?
For absolute peace of mind, all TIVOR watches come with a 1-year warranty from purchase date. The warranty covers the internal movement and not to other parts such as the case, glass, strap, battery & accessories. Please refer to our warranty policy for more details.
- What happens to parcels lost in transit?
In the event of a lost parcel, we will get in contact with the courier. Should it really be lost, we will send out a replacement.
- What If I received a defective watch?
If watch arrived in unsatisfactory condition and/or the movement proves to be defective in material or workmanship under normal use, we will do replacement with the same item or item that is equal or lesser value at your agreement. Please note that our return policy applies.
- How long will the repairs take?
The process of repairs and return of your watch takes about an estimated 8 weeks. The repairs may be delayed should there be any other circumstances which might interfere and/or delay the repairs and the shipment.