Frequenlty Asked Questions

DOES RADO USE SCRATCH-RESISTANT GLASS?

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.

HOW HARD ARE RADO WATCHES?

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. Rado scratch-resistant materials commence at Vickers 1,200 – far higher than gold, steel or platinum. The top value of 10,000 is attributed only to natural diamond and to the Rado high-tech diamond surface.
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.

WHY SHOULD THE BATTERIES BE CHANGED AT A RADO SERVICE CENTER?

Rado recommends that you take your watch to an authorized 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.

ARE RADO WATCHES WATER RESISTANT?

All Rado watches are water resistant to at least 3 bar (30 meters) which means that you can go swimming or take a shower while wearing your Rado. 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 authorized Rado dealer or authorized Rado Service Center.

DOES RADO PERFORM VALUATIONS?

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

WHAT SHIPPING OPTIONS ARE AVAILABLE?

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.

SHIPPING COST

2nd Day Shipping (Arrives in 2 business days): Free of charge
Rush Overnight (Next business day): Shipping quotes can be obtained on the shopping cart page. Overnight shipping charges vary depending on the package size, weight and destination.

Certain zip codes close to our shipping facility will have next day ground as a shipping option. This option is available to customers living in zip codes where UPS delivers ground in one business day. If this is an option, it is free of charge.

DO YOU SHIP TO PO BOXES?

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 9 AM to 6 PM EST Monday through Friday.)

CAN I SHIP PURCHASES SEPARATELY?

Unfortunately your purchases cannot be shipped to several different addresses, unless the orders are placed separately.

WHAT FORMS OF PAYMENT ARE ACCEPTED AT STORE.US.RADO.COM?

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

WHEN WILL MY CREDIT CARD BE CHARGED FOR MY PURCHASE?

Orders will be processed only after an online approval has been confirmed. Following this, your card will only be charged when the order is shipped (upon leaving our warehouse).

WHAT IS AFFIRM?

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.

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?

You can change your order any time up to the final step in the shopping process by selecting edit or cancel. An order cannot be changed or cancelled after it has been submitted.

CAN I SEND A MESSAGE CARD WITH THE WATCH?

Yes, you can send a message card with a watch. During the checkout process, please check the available option to send a message card.

IS THE SHOPPING PROCESS SECURE?

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 store.us.rado.com, 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 store.us.rado.com. If you have any questions regarding our privacy practices, please call us at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday) or email us on rado.cs.us@swatchgroup.com

IS HIGH-TECH CERAMIC SCRATCH RESISTANT?

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.

HOW LONG DOES A WATCH BATTERY LAST?

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 authorized Rado Service Center.

HOW LONG ARE THE MAINTENANCE INTERVALS FOR A RADO WATCH?

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.

DOES RADO SELL WATCHES ONLINE?

Yes, on the official online store store.us.rado.com. Some of our authorized retailers also run an online store. If you are not sure, use the Store Locator to check. If the online retailer has no physical shop, then we strongly advise you against buying online.

DOES STORE.US.RADO.COM SHIP INTERNATIONALLY?

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).

HOW CAN I CHECK THE STATUS OF MY ORDER/SHIPMENT?

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 9 AM to 6 PM EST Monday through Friday) or by e-mailing us at rado.cs.us@swatchgroup.com

*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.

RETURN & EXCHANGE POLICY

Customer satisfaction is our goal. If you are not satisfied with your product, you may return any unworn, undamaged merchandise purchased online from us.store.rado.com by mail within 30 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. Watches with rubber straps that are sized (cut) are not returnable or exchangeable.

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

HOW TO MAKE A RETURN / EXCHANGE

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/EXCHANGE BY MAIL

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 9 AM to 6 PM EST Monday through Friday) or by emailing radoCSUS@swatchgroup.com.

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.

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

MISSING ORIGINAL COMPONENTS

If a watch is returned without all of its original components, the following charges will be applied:

  • Missing Box: $20
  • Missing Warranty Card: $25
  • Missing User Manual: $10
  • Missing Links: Steel - $10.00 per missing link and Ceramic - $20.00 per missing link
DEFECTIVE OR WRONG MERCHANDISE

If your merchandise has a significant defect right out of the box (e.g., the product is broken, has missing parts, etc.) or you have received the wrong merchandise, we'll be happy to exchange it.

Please contact our Customer Service representative at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday) within 72 hours from the date of delivery, and we will send you a replacement or issue you a full refund after you have returned the damaged or defective product. Items damaged due to customer abuse or negligence will not be accepted.

You will not be charged any additional shipping fees for replacement items.

WHERE CAN I PURCHASE ADDITIONAL LINKS?

Additional links are available for all watches with bracelets. When ordering a watch online from store.us.rado.com, 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 9 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
WHAT IS COVERED UNDER THE TWO-YEAR WARRANTY?

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.

WHERE DO I SEND MY RADO FOR SERVICE?

If the item was purchased more than thirty days ago and falls under the two year warranty, please send it to our Service Center along with a copy of your proof of purchase from Rado or an Authorized Retail Distributor. Please read the warranty carefully before sending your watch.

SERVICE CENTER ADDRESS

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

If you have any questions concerning your order or encounter any problems with your watch, please contact our Customer Service representative at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday).

CAN I PLACE AN ORDER OVER THE PHONE?

You can place an order over the phone by contacting our Customer Service representative at 1-800-283-7236 from Monday through Friday between the hours of 9 AM – 6 PM (EST).

WHAT IS THE RADO SECURITY POLICY?

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 store.us.rado.com, 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 store.us.rado.com. If you have any questions regarding our privacy practices, please call us at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday) or email us on rado.cs.us@swatchgroup.com