ARBUTUS New York

Sole Agent
Bomass International Ltd
Email: info@arbutus-newyork.com

FAQs

Q.
Why does the watch not work after shaking it a few times?
A.

There are two types of mechanical movement watches: one uses a Hand-winding movement and one uses an Automatic movement. Hand-winding movements require users to wind up the mainspring by winding the crown on a daily basis, whereas Automatic watches can be wound up automatically by turning the rotor. In the case of an Automatic watch, users can either wind the crown of the watch by hand or wind the watch by gently shaking the watch side to side several times. 

If there is no rotor on the back of the watch, then it uses a Hand-winding movement, and that would require the users to wind the crown 30 times in order for the watch to function.

Q.
What is the power reserve for an automatic mechanical Arbutus watch and how does it work?
A.

The power reserve of an automatic mechanical Arbutus watch depends on the user’s wrist movements. When fully wound, the watch will have a power reserve of approximately 40 hours, depending on the caliber used.

Since the watch's automatic winding mechanism is directly linked to the user’s wrist movements, a 10 to 12 hours’ wear should be sufficient to generate a power reserve of few hours or more. However, if the watch has not been worn for several days and its power reserve has thus run to zero, it is highly recommended to wind the watch manually 15 times per day to maintain the time accuracy of the watch. 

Q.
Is there an international warranty for Arbutus watches?
A.

As a token of appreciation for our customers, we offer a 2-year international warranty on Arbutus watches. Your Arbutus watch is warranted against defects in materials and workmanship for a period of two years from the original date of purchase. This warranty is only valid if your watch was purchased from an authorized retailer and if the warranty card has been duly filled in, dated, and stamped by the retailer. This warranty covers the following components: the movement hands and dial. The warranty does not cover normal wear and tear of case, crystal, crown, leather strap with buckle and bracelet unless the defects were due to manufactory errors. 

Q.
Where is the origin of the movements?
A.

The movements of our Far East collection, most of parts are from China, the major part is in Swiss, and assembling in Far East. The movement modified, enhanced, and assembled by our own professional engineering team in Far East. 

Q.
Why is the time not accurate?
A.

Mechanical watches have a mechanism that is moved by power generated as the mainspring unwinds, and small metal parts that work together to control accuracy. The meticulous metal parts of a mechanical watch are easily influenced by environmental factors such as temperature, gravity, and shock. The below are some hits that reduce the influences: 

Temperature: Do not place the watch where the temperature is extremely low / high 

Magnetism: Keep the watch away from magnetic fields

Shock: Strong shock may affect accuracy. 

The balance wheel of Arbutus watches have been adjusted to best compensate for the gains and loss of a few seconds. The acceptable standard of Arbutus watches is +/- 30 sec per time. To keep your Arbutus watch in a highly accurate condition, it is recommended to manually winding the crown 15 cycles every time before wearing your watch.

Q.
Why there is an instruction on the manual to not adjust the time between 22:00 and 4:00 on an Arbutus watch?
A.

The gear wheels between 22:00 and 4:00 are exceptionally tight; thus if any adjustments were made between the hours, it may put more pressure on and damage the gear wheels. Users of a multi-functional and/or date-functional Arbutus watch should be especially careful regarding this particular time adjustment issue.

Q.
Where can I take my Arbutus watch for repair?
A.

We have after-sales maintenance centers in more than 10 countries all over the world to provide repairing services. The contact information of each maintenance center is shown in the watch packing article named “Maintenance Center” or our official website: www.arbutus-newyork.com under Worldwide Agencies.  If there are no Arbutus maintenance centers near your location of residence, you may send your enquiry to our email address: info@arbutus-newyork.com. We will respond to you within one business day.

Q.
Where can I purchase Arbutus watches?
A.

We have authorized distributors in more than 10 countries all over the world. You can click on “Worldwide Agencies” on our official website to locate a store closest to your convenience.  If there is no distributor in your country, you can purchase our watches through our official website: www.arbutus-newyork.com.

Our current method of payment is through PayPal only. Your order will be shipped within 10 business days after the payment has been successfully processed.  

Q.
How can I get support?
A.

Please send us an enquiry through "Contact Us" and we will respond to you within 3 business days.

Q.
I purchased a watch but not from one of your authorized dealers, is my watch still under warranty?
A.

No, unfortunately we cannot guarantee the quality and authenticity of products sold by nonauthorized sellers, therefore Arbutus products without a receipt from an authorized dealer and without a stamped warranty card will not be eligible for the benefits including a limited international warranty.

Q.
What is your return/exchange policy?
A.

All our products undergo an extensive quality control before items are sent to customers. If in the unlikely event that you have received a faulty product, we will exchange it for you.

If for any reason, you are not completely satisfied with your purchase, you can return the item to us within 20 days off receiving the item. Items must be returned to us unused with all labels and original packaging. After confirming eligibility for refund, we will process your request as soon as possible. Please allow up to 30 days for the refund to be processed. Shipping fee, taxes and duties are not refundable.

Please contact info@arbutus-newyork.com if you have any enquiries.