Rado

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General

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. 



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 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. 



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.



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.



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.



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 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 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.



 

ORDERS


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 conditions. For more information 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. When making a purchase at store.us.rado.com, you shop in a secure mode using SSL 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



HOW 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).



 

SHIPPING


WHAT ARE YOUR SHIPPING POLICIES & FEES?

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.

 

SPECIAL NOTE:

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.

 

DOES STORE.US.RADO.COM SHIP INTERNATIONALLY?

We apologize, at this time orders can only be shipped in 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.

 

 

RETURNS & EXCHANGES

 

WHAT IS YOUR RETURN & EXCHANGE POLICY?

You may return any unworn, undamaged merchandise purchased online from store.us.rado.com by mail within 30 days (no exceptions) of delivery for a full refund or exchange of the purchase price. If returned by mail, you will need to pay for return shipping, but Rado will ship any exchanged item free of charge. Shipping & handling fees are non-refundable, except for defective or wrongly shipped items.

 

Any watch that fails quality inspection from Customer Service (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 accessories, extra links, and 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, any gift with purchase 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 e-mailing 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:

 

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

 

MISSING ORIGINAL COMPONENTS

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

Missing Box: $5

Missing Warranty Card: $20

Missing Manual: $2

Missing Links: Steel - $12.50 per missing link and Ceramic - $37.50 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 at our discretion, 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.

 

 

REPLACEMENT

 

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

 

 

WARRANTY

 

WHAT IS COVERED UNDER WARRANTY?

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

 

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

 

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

 

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 6 AM to 6 PM EST Monday through Friday).

 

 

SECURITY

 

WHAT IS THE RADO SECURITY POLICY?

Store.us.rado.com uses the latest encryption technology to keep your credit card information safe. 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. If you wish, you can place a telephone order by calling our Customer Service representative at 1-800-283-7236 (From 9 AM to 6 PM EST Monday through Friday).