FAQs

Purchasing Questions

• Can I pay by check or cash?  No.  Unfortunately, we do not accept payment by check or cash.  We ask that you pay with a credit card.  Please rest assured that your credit card information will be safe at all times; we do not keep credit card information on file.  
• Can I pay through PayPal?  No.  Unfortunately, we currently do not utilize PayPal as a payment option.  We ask that you pay with a credit card.  Please rest assured that your credit card information will be safe at all times; we do not keep credit card information on file. 
  

Price Questions

• Why is ActiveWatches charging me sales tax?  ActiveWatches is charging you sales tax for your order because you have entered an Illinois or New York shipping address.  Under the tax laws of those states, ActiveWatches is required to charge sales tax for sales shipped to those states.
• Why is a watch offered by ActiveWatches on another website for a lower price?  ActiveWatches must adhere to minimum price restrictions imposed by manufacturers.  We do everything we can to offer our customers the best price.  
• Can I use more than one discount?  Unfortunately, only one discount may be applied per order.  

Shipping Questions

• Which shipping company does ActiveWatches use?  ActiveWatches uses FedEx to ensure the fastest and safest delivery of your watch.  
• Where is my order?  How do I track my order?   You can go to FedEx.com and enter the tracking number that was sent to you via e-mail.  That e-mail should have been sent to you shortly after you placed the order.  If you want a more accurate update on our order, please feel free to call our Customer Service Department at 1-800-216-1690 or FedEx at 1-800-GoFedEx (1-800-463-3339).  
• How long will shipping take?  Shipping will take anywhere between one to five (1-5) business days, depending on your location.  All ActiveWatches products are shipped from New York.  The shipping time will depend on your distance from New York.  Other factors may also affect the shipping time.
• Do you sell and ship internationally?  Sorry, not at this time.  We plan to do so in the future.
• Do you ship to APO/FPO addresses?  Yes.  
• Is the shipment of my watch insured?  Yes.  Your shipment is insured by FedEx.  ActiveWatches is not liable for any damage or loss that occurs as a result of shipment.  Please contact FedEx through FedEx.com or at 1-800-GoFedEx (1-800-463-3339) if your watch was damaged or lost during shipment.  Claims may be submitted through FedEx.com.  Your tracking number will be required to report a damaged or lost watch.  
• Will I need to sign for the watch?  Yes, all of our watches are shipped via FedEx, which requires a signature upon delivery to ensure that your watch is properly delivered to you.  If you are unavailable to sign for the shipment, FedEx will leave a form at your shipment address.  You can sign the form to approve drop-off at your shipment address on the next day.  
• I want to send a watch back to ActiveWatches.  What address should I use?  Please send returns and exchanges to the following address:

Security/Privacy Questions

• Do you keep my credit card information on file?  No.  We do not keep credit card information on file.  Your credit card information is used only for the purchase and is not maintained in our system.  
• Do you share my customer information with anyone?  No.  We do not share information about our customers with anyone except: 1) when required by law, or 2) when ActiveWatches contracts with a third party to store customer information or provide marketing services for ActiveWatches.  In the latter case, the third parties are prohibited from using or distributing your information, except to the extent necessary to perform services for ActiveWatches.
• What type of security features do you have to protect my information?  First, ActiveWatches will not give your personal information to third parties.  Second, we do not keep credit card information on file.  Third, our website is protected by Global Sign and other security mechanisms.  Rest assured that your personal information is protected at all times.
• What is Global Sign?  Global Sign is a certificate demonstrating that any communications sent through the website is protected by 40- to 256-bit encryption.  In other words, no one is able to hack ActiveWatches and illegally obtain data from ActiveWatches or from communications sent to ActiveWatches.

Exchange/Return Questions

• Do you allow product exchanges?  Yes.  ActiveWatches allows exchanges no matter the reason, so long as the watch: 1) is sent to us within 30 days of the original purchase, and 2) is in original condition.  The customer is liable for all shipping charges if the exchange is not due to an error caused by ActiveWatches.  Please send exchanges to the following address:

• Do you allow product returns?  Yes.  ActiveWatches allows returns no matter the reason, so long as the watch: 1) is sent to us within 30 days of the original purchase, and 2) is in original condition.  The customer is liable for all shipping charges if the return is not due to an error caused by ActiveWatches.  Please send exchanges to the following address:

• I want to return/exchange a watch.  To what address should I send the watch?  Please send returns and exchanges to the following address:

Account Questions

• Do I have to create an account to place an order?  No.  You may checkout as a guest.
• Can I delete my ActiveWatches account?  Yes.  Please call our ActiveWatches Customer Service at 800-216-1690 or customerservice@activewatches.com and a representative will delete your account.  
• How do I change my account information?  Just log-on to ActiveWatches.com and click on the “My Account” tab in the center of the home page.  If necessary, enter your e-mail address and password.  Just enter your new information and click the “Confirm Changes” button. 
  

ActiveWatches Partnership Program Questions

• Where do I get more information about ActiveWatches’ Partnership Program?  Can I talk to someone about the program?  Additional information can be found at the following URL: http://www.activewatches.com/demo/partnership.aspx  If you need more information or would like to talk to someone about the program,we would be glad to take your name and contact information, and someone will get back to you shortly.  Or you may send an e-mail to partnerships@activewatches.com and someone will get back to you shortly.    
  

Product Questions

• Why is a watch categorized under only certain activities?  ActiveWatches considers a number of factors when determining the appropriate activity for a watch.  The primary factor is the watch’s features and functions.  We also consider secondary factors such as the watch’s physical characteristics and the activity intended by the manufacturer.  
• Does my watch come with a warranty?  Your watch is most likely covered by a warranty issued by the manufacturer.  (ActiveWatches does not provide any additional warranty.)  However, the warranty is most likely limited.  This means that the warranty is valid for a certain amount of time and for only certain types of product issues.  In general, the warranty covers only product defects; it does not cover damage caused by the owner.  Each warranty is unique, so please refer to the warranty documents provided along with the watch.  You may also obtain warranty information from the manufacturer’s website.  ActiveWatches is an authorized retailer of all watches it sells, so each manufacturer will honor the limited warranty of watches purchased from ActiveWatches.      
• My watch is broken and is not covered under warranty.  What can I do?  You can send the watch into the manufacturer, which may be able to repair the watch for a fee.  For information regarding repairs, please refer to the manufacturer’s website or the documents provided along with the watch.  You may also send the watch to a watch repair service, which may be able to repair the watch for a fee.  Repair service companies may be found on the Internet or in your local yellow pages.  Note, however, that the cost of repair may exceed the cost of a new watch.  Thus, you should seriously consider purchasing a new watch rather than repairing an old one.        
• What kind of battery is required for my watch?  Please refer to the instruction booklet for your watch.  You may also refer to the manufacturer’s website, which most likely provides that information.  
• Can I change the watch battery by myself?  Yes, but we do not recommend it.  Most watches sold by ActiveWatches are water-resistant.  A battery change requires you to open and close the watch’s backing.  If not performed properly, the watch may no longer be water-resistant.  Therefore, we highly recommend that you take your watch to a professional for a battery change.  
• Why does ActiveWatches sell only certain watches?  ActiveWatches is permitted to sell only certain brands.  We are a young company, and we plan to offer additional brands and models in the future.  If you are looking for a brand not offered on ActiveWatches.com, please visit our website later to see if we have added the brand.  If you are looking for a model sold by a brand we carry, we can certainly place a special order for that model at no additional charge.  Please contact ActiveWatches' Customer Service at 800-216-1690 or customerservice@activewatches.com  and we will be glad to take a special order.  
  

Product Feature Questions

• What is GPS?  GPS stands for “Global Positioning System.”  It is a feature that measures and tracks distance and speed.  GPS watches utilize a GPS receiver, which is either integrated into the watch or exists as a separate device attached to the user.  The receiver sends signals to a satellite, which sends signals back to the receiver regarding the receiver’s position.  The receiver in turn sends a signal to the watch, which provides distance and speed information.  As the user’s position changes, distance and speed is measured and transmitted to the watch.  GPS signals can be weakened or blocked by various obstructions such as tall buildings and thick clouds.  Thus, GPS watches work most effectively in open areas and clear weather.           
• What is HRM?  HRM stands for “Heart Rate Monitor.”  It is a feature that measures and tracks your heart rate.  HRM watches generally utilize a HRM belt, which is a separate device attached to the user.  The belt measures the heart rate and transmits that data to the watch.  In general, the heart rate informs the user how much cardiovascular energy is being exerted.  
• What is a tachymeter? A feature on an analog watch that measures average speed, time, and distance based on elapsed time.  To calculate average speed, you must first know the distance you are traveling.  Assuming you start traveling at the top of the hour (00:00), the average speed is represented by the number upon which the relevant watch hand falls after completing the distance.  For instance, assume you will travel one mile.   If you start traveling at 00:00 and you complete the mile in seven seconds (00:07), the second hand will be pointing to “500” on the tachymeter.  This means that your average speed was 500 miles per hour.  To calculate average time, you must first know the average speed.  Assume your average speed is 500 miles per hour, “500” on the tachymeter corresponds to seven seconds on the watch face.  Thus, the average time is seven seconds per mile.  To calculate average distance, you must first know the average time.  Assume that your average time is seven second per mile.  If you start traveling at 00:00 and you travel for 30 seconds, your average distance is your elapsed time (00:30) divided by your average time (00:07).  In this case, the average distance is 4.29 miles (30/7 = 4.29).  Note that a tachymeter calculates only averages and approximates of speed, time, and distance.  
• What is an altimeter?  A feature that measures and tracks altitude.  It informs you how high or low you are relative to sea level.    
• What is a barometer?  A feature that measures and tracks air pressure and temperature.  It informs you of the humidity level and temperature of the air in the immediate vicinity of the watch.  
• What is a calorie counter?  A feature that measures and tracks the amount of calories you burn based on your weight and/or heart rate.  
• What is chronograph?  A feature that measures the amount of elapsed time.  It is most commonly used to keep track of the amount of time spent on a workout.  
• What is a compass?  A feature that tracks your directional movement relative to the Earth’s magnetic poles.  In other words, it tells you whether you are moving North, South, East, West, or some combination thereof.  
• What is a moon reading?  A feature that informs you of a moon’s age and phase.  The moon age tracks the age of a moon based on a 29.53 Earth-day lunar cycle.  For instance, if a single Earth day has elapsed since the beginning of a new lunar cycle, the moon age feature will inform you that the moon is one-day old.  The moon phase tracks the phase of the moon, as observed from Earth, relative to the lunar cycle.  For instance, the moon phase informs you of whether the moon is at full moon phase or at quarter phase.   
• What is a moon age?  A feature that tracks the age of a moon based on a 29.53 Earth-day lunar cycle.  For instance, if a single Earth day has elapsed since the beginning of a new lunar cycle, the moon age feature will inform you that the moon is one-day old.  
• What is a moon phase?  A feature that tracks the phase of the moon, as observed from Earth, relative to the lunar cycle.  For instance, the moon phase informs you of whether the moon is at full moon phase or at quarter phase.    
• What is an iPod watch?  A watch that allows you to control your iPod using buttons on the watch.  It requires a receiver unit to be plugged into your iPod’s dock connector.  
• What is a speed sensor?  A feature that measures and tracks your speed.  It is most commonly included in cycling watches and employs a separate device that attaches to your bicycle and sends a signal to your watch indicating the speed.   
• What is a sunrise/sunset reading?  A feature that informs you of approximate sunrise and sunset times based on your geographical location.
• What is a thermometer?  A feature that measures the temperature of the air in the immediate vicinity of the watch.   
• What is a tide reading?  A feature that tracks the approximate tide level.  It is most commonly used in sailing and fishing watches.  
• What is a timer?  A feature that counts down from a pre-set amount of time.

Company Questions

• Who owns ActiveWatches?  ActiveWatches is a private company owned by individual investors.
• Why should I purchase my watch through ActiveWatches.com?  ActiveWatches respectfully believes that it provides the best sports watch shopping experience on the Internet.  We provide an easy-to-use website with all the information you need to make the right purchasing decision.  We also believe we provide great service and a broad selection of sports watches for sale.  Our ordering process is also secure.  Rest assured that you’ll get a perfect watch for your activity without any complications.

Other

• Can ActiveWatches send me a catalog?  Unfortunately we do not have a printed catalog.  To make sure that our product offerings are always up-to-date, our watches are showcased only on our website.