FREQUENTLY ASKED QUESTIONS

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  • With regard to nickel precipitation in our products, we orientate ourselves towards meeting the specifications of the international implementation of the REACH directive in the EU. The maximum permitted limit value is 0.5 μg/cm2 of nickel precipitation per week. By observing this statutory limit value, we can ensure that the risk of an allergic reaction to nickel in our products is reduced to a minimum. At Rado, every watch model is checked against the aforementioned criteria before it goes on sale. In our experience, allergic reactions to our products are exclusively isolated cases. If a customer should have an allergic reaction, we recommend having this checked by a doctor. Only a doctor is able to determine whether there has actually been an allergic reaction.

  • Like any high-precision instrument, watch movements must be maintained regularly to ensure that they work perfectly. Rado is not able to specify exact maintenance intervals, as this depends entirely on the watch model, climate, and level of care exercised by the watch owner. An approximate guide for servicing a watch movement – depending on how the watch is used – is around five years.

  • Only a qualified watchmaker or an authorised retailer who is familiar with Rado products is able to determine whether a watch is a genuine Rado timepiece. We advise you to only purchase Rado watches from an authorised Rado retailer. You can find your nearest retailer, as well as a full list of authorised points of sale, by clicking on the Store Locator . Every new Rado watch comes with a warranty card issued by Rado.

  • No. In order to determine a fair market value for your watch, Rado recommends that you consult a professional valuer who specialises in vintage watches and jewellery. The price of a worn Rado watch always depends on the offer and demand. Rado does not buy back used watches.

  • The service is subject to the individual condition of each watch. To find out the service costs for your Rado watch, please contact the authorised Rado Service Center in your area.

  • Rado has an international network of 5,000 authorised retailers, and many authorised Rado Service Centers, which provide reliable services worldwide. Click here to find the Rado Service Center?closest to you: Find Service Center.

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  • Rado recommends that you take your watch to an authorised Rado Service Center where the water resistance is tested when replacing the battery to ensure that your watch is properly sealed. Rado recommends replacing the gaskets and, if necessary, the crown every time the battery is replaced to ensure the water resistance of the watch. You can contact your nearest Rado retailer using the?Store Locator?for information on how to have your watch serviced.

  • Recommendation how to use automatic watches

    Before “wearing” your automatic Rado watch again, i.e. attaching it to your wrist, we recommend turning the crown 15 to 20 full turns. By doing so, you ensure that your Rado watch starts out with sufficient power reserve and its accuracy lies within tolerance.

    By moving the arm and/or wrist on which the watch is worn, the automatic winding mechanism fully winds up the watch movement over time. To do this, the watch must be actively worn for several hours (approx. 4 to 8 hours, depending on the activity of the wearer) per day.

    This guarantees that your automatic Rado watch will display the exact, reliable time for you.

    The accuracy of a mechanical, automatic watch:

    Tolerance for normal movements:

    Maximum deviation from minus 5 to plus 20 seconds within 24 hours.

    Tolerance for chronometer movements:

    Maximum deviation from minus 4 to plus 6 seconds within 24 hours.

    The power reserve of a mechanical, automatic watch:

    The minimum duration is 36 hours. When the fully wound watch is put into an idle position and is no longer moved, it shows the precise time for another 36 to 40 hours and in some cases up to 80 hours.

  • We do not sell any spare parts to private customers. Our spare parts customers are authorised by Rado and must meet clearly defined criteria in terms of machine and tool infrastructure as well as the technical training of the employees.

    To have your Rado watch serviced, please contact ?one of our authorised service centres. You will find the addresses on our website www.bhpkch.live under “Customer Service”, “Service Centers”.

  • Original Rado spare part replacement is subject to the individual condition of each watch. To find out the original Rado spare part costs for your Rado watch, please contact the authorised Rado Service Center in your area. Rado sells spare parts only to certified clients and service centers who meet our strict requirements in terms of quality and technical training.

  • Your Rado? watch is warranted by Rado Watch Co. Ltd. for a period of twenty-four (24) months from the date of purchase under the terms and conditions of this warranty. The international Rado warranty covers material?and manufacturing defects existing at the time of delivery of the purchased Rado watch (“defects”). The warranty only comes into force if the warranty certificate is dated, fully and correctly completed, and stamped by an official Rado dealer (“valid warranty certificate”).

    All Rado watches come with a two (2) year international warranty.

    During the warranty period and by presenting the valid warranty certificate, you will have the right to have any defect repaired free of charge. In the event that repairs will not restore the normal conditions of use of your Rado watch, Rado Watch Co. Ltd. guarantees its replacement by a Rado watch of identical or similar characteristics. The warranty for the replacement watch ends twenty-four (24) months after the date of purchase of the replaced watch.

    This manufacturer’s warranty does not cover:

    • The life of the battery
    • Normal wear and tear and aging (e.g. alteration of the color and/or material or non-metallic straps and chains, such as leather, textile, rubber)
    • Any damage on any part of the watch resulting from abnormal/abusive use, lack of care, negligence, accidents (knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-observance of the directions for use provided by Rado Watch Co. Ltd.
    • The handling of the watch by non-authorized persons (e.g. for battery replacement, services or repairs) or the alteration of the watch from its original condition beyond Rado Watch Co. Ltd.’s control.

    All applicable implied warranties, including the implied warranty of merchantability and of fitness for a particular purpose given to you by law, are hereby limited in duration to the duration of this warranty. Under no circumstances will Rado Watch Co. Ltd. be liable for any indirect or consequential damages of any kind. Some states do not allow limitations on how long implied warranties last, or exclusions or limitations of incidental or consequential damages, so exclusions or limitations mentioned may not apply to you. This warranty gives you specific legal rights and you may also have other rights that may vary from state to state.

    Rado Watch Co. Ltd.’s obligation is strictly limited to repair or replacement as expressly stated in this limited warranty. Your official Rado dealer carries sole responsibility for any other guarantees.

    The Rado Watch Co. Ltd.’s customer service ensures the perfect working order of your Rado watch. If your watch needs maintenance, rely on an official Rado dealer or an authorized Rado Service Center as set forth in the enclosed list: they alone can guarantee service according to Rado Watch Co. Ltd.’s standards.

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  • Additional links are available for all watches with bracelets. When ordering a watch online from rado.com/en_us, use the "Wrist Size" menu to choose the appropriate bracelet length. There will be no charge for additional links to size a bracelet up to 9.5 inches. Additional links will be charged according to the chart below. For any questions, please contact our Customer Service representative at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday).

    Ceramic Links

    • 1 Link: $20 additional charge
    • 2 Links: $40 additional charge
    • 4 Links: $80 additional charge
    • 6 Links: $120 additional charge

    Steel Links

    • 1 Link: $10 additional charge
    • 2 Links: $20 additional charge
    • 4 Links: $40 additional charge
    • 6 Links: $60 additional charge

Material

  • The extreme hardness of Rado high-tech materials guarantees durability and brilliance. The Vickers scale is used to indicate hardness: the higher the value, the greater the resistance to scratches. The top value of 10,000 is attributed only to natural diamond and to Rado high-tech diamond. Rado watches are hard but not indestructible. Although our high-tech materials are resistant to scratches, Rado watches must be treated with care. They should not be dropped, and sharp knocks should be avoided. If hit hard enough, the materials may break.

  • Scratch-resistant means “capable of withstanding scratching that occurs with normal everyday use”. Rado high-tech ceramic has a very high level of scratch-resistance. However, there is a risk of scratching if it comes into contact with materials that are as hard as or harder than high-tech ceramic. Particles of these materials can be found in nail files, in granite or in sand. We recommend that you take care of your watch and try to avoid wearing it in situations where it may come into contact with other extremely hard materials.

  • All Rado watches are water-resistant. They are resistant to a minimum of 3 bar (30 meters). Water-resistance is not a permanent condition. To ensure permanent water resistance, the watch should be checked once a year. To ensure conformity with the warranty regulations, these operations must be performed by an authorised Rado dealer or authorised Rado Service Center.

  • A battery should last at least 30 months, depending on the type of watch, its size, and the energy required to power its various functions. A chronograph, for example, requires more energy than a watch that only displays hours and minutes. When the battery no longer works it should be removed or exchanged by an authorised?Rado service center.

  • Scratch-resistant means “capable of withstanding scratching that occurs with normal everyday use”. Rado uses sapphire crystal, which has a very high level of scratch-resistance. However, there is a risk of scratching if it comes into contact with materials that are as hard as or harder than sapphire. Particles of these materials can be found in nail files, in granite or in sand. We recommend that you take care of your watch and try to avoid wearing it in situations where it may come into contact with other extremely hard materials.

  • The service life of a quality leather wrist strap is between 6 and 12 months, depending on use.

    The leather strap of a watch is a consumable and is subject to a natural wearing and ageing process by being worn, and through normal ageing over time. A leather strap is moreover exposed to sweat, water, soap, skin cream and other substances that come into contact with the skin and leather strap. A leather strap must therefore be replaced after a certain amount of time as it is often put under great strain in day-to-day use. We are very careful to offer our customers optimum products when it comes to our leather straps. We thus conduct strict tests on all leather straps with regard to the use of fault-free materials, careful workmanship, and avoidance of harmful substances. In this way, we can ensure maximum comfort when wearing our leather straps.

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  • Magnetic fields can have various origins, e.g. the hard drive of a computer, medical equipment, speakers, TVs, refrigerators, induction fields for hobs, mobile telephones, power supply units, smartphones, magnetic fasteners on clothing, on jewellery, handbags and briefcases, etc. If the watch is exposed to a magnetic field, steel parts in the watch movement are magnetised, possibly even causing it to come to a standstill. However, it is important to know that the watch is not permanently damaged by this. It can be demagnetised with a special device at our service centres and will then function perfectly again.

Contact us

  • If you have a time sensitive issue regarding an order please contact our team by phone. Monday - Friday from 9:00am to 6:00pm (EST).

    Sales Support:

    For information on current and historical Rado products, availability, and online order status and information.
    +1-800-283-7236

    [email protected]

    Service Center:

    For information on servicing your timepiece.
    877-839-5224?
    [email protected]

    Spare Parts /

    For replacement straps and other spare parts information.
    877-839-5224?
    [email protected]

    Write to Us

    The Swatch Group (U.S.) Inc.
    Rado Customer Service
    703 Waterford Way
    Suite 450
    Miami, FL 33126

Online orders

  • You may check the status of your order at any time by visiting our website and simply clicking on the My Account > My Order* link on the navigation bar at the top of the screen. You can also contact our Customer Service representative at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday) or by e-mailing us at?[email protected]

    *Please note you must have an established account to view order status.

    Actual delivery times will vary based on method of shipment chosen and your geographic location.

  • We apologize, but at this time orders can only be shipped within the Continental United States and Hawaii. We cannot ship items to U.S. territories (Guam, Puerto Rico, Northern Mariana Islands, and U.S. Virgin Islands).

  • We do not ship to PO Boxes.
    Please note we only ship to U.S. addresses (Continental United States and Hawaii.)

    SHIPPING ADDRESS DISCLAIMER

    Your shipping address is checked by our system for security reasons and to guarantee the best delivery time. Our address verification software package is updated regularly and contains all valid addresses from the United States of America. You will be asked to change your shipping address if this address you enter is not recognized. Should you have any problems with the address validation, please call our Customer Service representative at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday.)

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  • Unless otherwise stated, all shipments are with UPS and delivered Monday through Friday. The following shipping options are available.

    • 2nd Day Shipping (Arrives in 2 business days)
    • Overnight Shipping (Next business day)

    Rush Overnight Delivery: Orders approved Monday through Thursday by 2:00 PM Eastern Standard Time and Friday by 12 PM Eastern Standard will have same day shipment. Orders approved after the aforementioned times will be processed the next business day.

  • Rado takes great care to ensure your credit card information is safe when placing an order online. Thus, we require you to re-enter your credit card information for each order. When making a purchase at rado.com/en_us, all transactions are done by using SSL 3.0 encryption -- the Internet standard for secure transactions. This ensures that your orders are encrypted when you transmit them to rado.com/en_us. If you have any questions regarding our privacy practices, please call us at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday) or email us on?[email protected]

  • Rado takes great care to ensure your credit card information is safe when placing an order online. Thus, we require you to re-enter your credit card information for each order. When making a purchase at rado.com/en_us, all transactions are done by using SSL 3.0 encryption -- the Internet standard for secure transactions. This ensures that your orders are encrypted when you transmit them to rado.com/en_us. If you have any questions regarding our privacy practices, please call us at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday) or email us on?[email protected]

  • The Rado Online Store accepts PayPal, Visa, MasterCard, American Express and Affirm as forms of payment.

  • Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant financing for online purchases to be paid in fixed monthly installments over 3, 6, or 12 months. When checking out with Affirm, you will be redirected to the Affirm website to apply and see the conditions. For more information about Affirm,?click Here.

  • Customer satisfaction is our goal. If you are not satisfied with your product, you may return any unworn, undamaged merchandise purchased online from?rado.com/en_us?by mail within 14 days of delivery for an exchange or full refund of the purchase price. The customer will bear the cost of return shipping. Exchanged items will be shipped free of charge. Shipping & handling fees are non-refundable, except for defective or incorrectly shipped items.

    Any watch that fails quality inspection from Customer Service (e.g. scratches, worn, damaged) will be returned to you and no refund will be issued.?

    Items must be returned in their original packaging, including any accessories, extra links, free gifts, or anything else that came with the item.

    For more information please contact Sales Support directly at 1-800-283-7236

  • To return an item, please follow the instructions on the back of your packing slip. Please complete the form that came in the box and enclose it with your returned merchandise. The watch must be returned with box, warranty cards, user manual, gifts with purchase (if applicable), and any extra links due to bracelet sizing. In order to expedite your return, you must choose the appropriate reason code for your return on the packing slip. Carefully package merchandise to prevent damage in transit. Ship your return using the return label sent to you on the bottom of the original invoice.

    If you do not have your packing slip, please contact us at 1-800-283-7236 (From 8 AM to 6 PM EST Monday through Friday) or by emailing?[email protected].

    We recommend that all returns and exchanges be sent by UPS or FedEx with a valid tracking number attached. We are not responsible for items which are lost, stolen, broken, or damaged during the return process. All refunds will be issued in the form of the original payment.

    All return documents (packing slip/return labels) are on the outside of the box in a plastic sleeve.
    Please note: All exchanges must be equal or greater in value to the returned merchandise. If the value of the item(s) that you wish to exchange exceeds the value of your returned item(s), you will be charged the difference.

    Return Your Package To:

    • Swatch Group (U.S) Inc.?
      C/O – Rado Ecommerce Division?
      55 Metro Way, Suite 1?
      Secaucus?, NJ?07094?
      United States of America
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