Clockworks Return Policy Guide
Clockworks Return Policy Guide
Clockworks.com Return Policy Guide - please make sure to read the instructions thoroughly before purchasing. If you have any questions at all please send an email and we will be more than happy to help. Order the correct thing the first time around and get the clock up and running! You do not need an RMA number to return an item. However, please include a note with your contact information, order number, and reason for the return/exchange. If you receive an item that has been damaged in shipping, please see the section below for specific instructions on what to do.Returns
- No refunds on items with a value under $20.00
- No refunds after 30 days from the date of the order
- No refunds on shipping charges
- No returns on custom jobs such as movement regears or modified pendulums.
- All refunds will incur a 15% restocking fee based on the product total (does not apply to exchanges)
- Exchanges must include a check or money order for shipping (same amount paid on original order)
Mechanical Movements
Mechanical movements have a 2 year warranty against factory defects. Please be aware there are no returns on movement regears so this excludes them from the normal warranty. If there is an issue with a movement regear, a repair of the movement is the only option. We do test the units before shipping when a gear change has been done. If there are any warranty issues however it will have to be sent in for repair. When sending back a mechanical movement for an exchange or refund (not any movement regears), or a repair, etc. it is the customer’s responsibility to pack it exactly like it was when the movement was sent to you. This includes double boxing the movement with the hand shaft facing up and making sure the movement cannot move around freely. If we receive a movement back that has damage due to improper packing, the customer will be responsible for the charge of that movement.Item Damaged In Shipping
If you receive an item that has been damaged in shipping please follow the following procedures:- 1. Photos of the Boxes and Packing material the movement was shipped in;
- 2. Clear photos of any and all visual damage to the movement itself;
- 3. Photo of the movement's front and back side showing the full movement.
Ask for help
So please if you have any questions about the product that you want to purchase, by all means contact us. There are multiple methods of contacting us for questions. The chat option is on the low right of every page, there is a contact form in the middle right of each page as well. One can email or call us or even chat. All these ways makes it easy to get answers to your questions in a reasonable amount of time. We want the product to be right the first time around.Still want to return your item? Click here
The content of this website is copyright by Clockworks and written by James Stoudenmire in year 2022
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Tags: Returns
James,
I ordered a pendulum a while back but the pendulum doesn’t swing correctly to engage the clock and keep it running. I believe it needs the smaller dial on the pendulum. Right now I have a 10 1/2 dial not but I believe I need to move down to the 8 1/2. Is this a logical assumption?
Is the pendulum wobbling when it swings? If so, needs a wider suspension spring
Also put the clock in beat, see this link on how =
https://www.clockworks.com/posts/mechanical-clock-movement-beat-setting
For a large pendulum bob you would need two heavy weights and one light, instead of two light one heavy
James Stoudenmire
40yr Clockmaker
Author of Clockworks.com
I received my order yesterday, 3/22/24, Order number 357534, I ordered a Hermle 2215 replacement. The shaft is to short. On my Hermle I have no threads to measure, I went with the product titled Hermle replacement. It is the incorrect replacement. Not sure what I need. The hole on the face of the clock is 1/2″ thick. I need to return this and get the correct one. What is the correct one?
Please send back with a note saying this and we will go from there
James Stoudenmire
40yr Clockmaker
Author of Clockworks.com
I was looking at ordering an Urgos Lyre Clock Pendulum. Would those be considered “modified pendulums” and non returnable?
Yes. Custom made
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
Ordered a clock pendulum rating nut that does not fit my Pearl Grandfather clock. The thread on the pendulum is larger that the rating nut I purchased. Is there a larger thread rating nut?
Yes it is the most common size but not every time. Maybe its best to get the assortment instead, this link
https://www.clockworks.com/product/shelf-clock-pendulum-rating-nuts
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
Order # 305859 was recieved on 9-6-2022 order was for QU22 chiming pendulum clock movement a movement that is not able to have pendulum attached unit recieved has following
#22LWX-0 on please advise when this be corrected
Hi,
Are you saying you ordered the pendulum unit, but we have shipped the non pendulum version ?
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
Yes that is correct unit ordered was QU22P 1316 chiming pendulum unit. Unit recieved is chiming unit but no provision for attaching the pendulum The unit recieved is marked 22LWX-0
Hi,
Sorry for the error. We will send out the correct unit. Do not need that one back.
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
I am interested in ordering some cuckoo parts, the hands I believe are correct for the clock, other than what if the minute hand “square” hole does not fit the clock I have. It appears to be a Post 50’s clock, no real markings except the made in germany stamping and an “Hu407a” stamped on the inside. All I would need would be to exchange the hands if they don’t fit for ones that do if necessary. Is that possible?
Sorry do not have the ones with a square hole. Maybe you only need the cuckoo minute hand bushing if its post 1950 see this link
https://www.clockworks.com/product/cuckoo-minute-hand-bushing
Because the cuckoos prior to 1950 would be the ones to require a square hole in the minute hand, as it was more standardized with the bushing after this
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
I received my order today. My order number is 0257769. I received an electric motor, item code MVT790CMBATAAT The clock movement is electric, does it have battery option. The invoice has 1 pack of hardware listed Item code HD13456F, This item was not in the box I received. I probably have to reorder the clock movement motor that uses a battery. Thank you for your concern in this matter
Hi,
That is not our part number, I do believe you want http://www.clockparts.com instead of http://www.clockworks.com
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
Hi James,
I returned a clock movement, invoice #296692 to the Pine St. address which was signed for by “Turgeon” on 7/13 at 1:32pm. Enclosed with the movement was a letter detailing the issues I was encountering and how I thought we might proceed. I also enclosed a check for shipping as instructed on your website. Could you please contact me at 469 337-2759.
Regards AJ
Sure Ill give you a call tomorrow
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
I recently bought a convex glass order #300570. The glass was slightly bigger than expected 5 1/2″ actual diameter of 5 9/16″. In reality, what I need now that I have made a more careful measurement is 5 3/8″ What can be done?
Hi,
Please send the convex back to the address where it came with that exact same note and we will double measure and swap it out
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
I have a non-working grandfather (mother?) clock, and have been told that the movement I have is worn out.
It is marked451-050H and a second set of markings 114cm over a line above the number 60.
Is this all I need to buy a replacement unit?
[email protected]
Yes that is all. Comes with instructions and our 5 star support
Please order the 451-050H 114cm from this link
https://www.clockworks.com/product/451-050h-hermle-clock-movement
James
Hello, just received the Urgos UW66020 to replace anUW66009. The suspension post is much higher that the original on UW66009 and collides with the chimes on my clock. . Are there instructions on how to convert using the included suspension spring?
Hi,
Yes that is the way it comes in modern times. It is an improvement usually instead of a hinderance. Best to email some pics and ask these questions by email instead, to clockworks@clockworks.com
James
Regarding order 23876. The 6.6 lbs. weight is only 5.2 lbs. so the chimes on my clock did not work. I would like to exchange these for a set that are of proper weight. Regards, Michael Impey
i recently purchasd a replacement movement for a seth thomas which im having some issue with the hammers adjusting to the chime bars. you sent the link which was helpful somewhat but my question is 1 of the 5 chime bars seems off in tone? can chime bars go bad or need adjustment? if this doesnt work i might return the movement since the clock wont sound right
The sound of the chime bar / chime hammer has nothing to do with the movement itself or its functionality. It has everything to do with the spacing between the hammer head and its spacing in relation to the chime rod, or the chime rod mounting in its chimeblock only.
Please bend the hammer wire in a way the hammer head is an 1/8 away from the rod it is to hit. Or just so it sounds good. If this fails to sound good, check the rod itself and see if it is tightly mounted in the chime block.
More on this
https://www.clockworks.com/posts/clock-chime-hammer-positioning
James
I recently inherited a Ridgeway “Fairfax” 2048 grandfather clock. It is missing 2 chime bars (should have 12) – would the Grandfather Clock Chime Block Back-Strike – 12 rods 26 inch work in this clock?
Hi,
Although the mounting bolts may or may not have a different pattern, this is the one needed if it is in a V shape
https://www.clockworks.com/product/grandfather-clock-chime-block-with-hardware
If the rods are straight up and down, it would be this style
https://www.clockworks.com/product/grandfather-clock-chime-block-back-strike-with-hardware
James
Received battery mechanism of
Order #217610
I measured my actual grandfather mechanical mounting post length and is exactly 22/32” or 11/16” to where it ends the far threaded part> The mechanical one received is shortened
What should I do to return this one and get the right 11/16” long post in exchange
Your prompt attention will be appreciated
Also could you give me some advice of how could I hang the chains and weights in the clock furniture?
I recently purchased a schatz logo clock key and it’s not the right size,it’s to small,can i get a larger size?
Hi,
The Schatz lantern clock key comes only in size 3 sorry to say. It is the most popular size for those and located at this link
https://www.clockworks.com/product/schatz-logo-clock-key
If needing a larger size, maybe the french style key can work just as well in whatever size, these are at this link
https://www.clockworks.com/product/french-style-clock-key
James
Please see our exchange policy procedure here:
https://www.clockworks.com/posts/clockworks-return-policy-guide
Please mail the item back to us, with a note about the exchange.
Please remember to also include payment of the shipping cost off your invoice.
Thank you !
Clockworks Team
Hello I ordered and received an anniversary clock glass dome 5 1/2 by 10 inches, and I actually needed a glass dome one size smaller for my Timex anniversary clock. I am hoping this exchange can go smoothly. do I have to include a check for shipping or can it come out of the difference of costs between the larger dome and the smaller dome? Please Advise.
We just received our order from Clockworks and the QU30P-B item did not have any hands included in it like it was supposed to. Please credit our credit card for the missing parts as we made do without them.
Thank-you!
We received your message.
We will apply the credit.
We are also sending you hand for back up.
Thank you !
Hi,
Sorry for any inconvenience.
Thank you !
So you will credit our credit account for how much?? Thanks!
Jan,
Your credit will be $1.00 for the hands.
That is what you paid.
We will also be sending you a pair to have for back up.
Thank you Christian
Thank you !
Please email us at Clockworks@clockworks.com We do not want your personal information on the open thread.
Thank you
Thank you !
I ordered the internal parts #1151-050H and received a part #1151-050H however the parts are not the same. The handle to change the chimes – sticks out and hits the back of the face plate. Had to cut the arm – (FIX). The new part did not come with bars to hold done the hammers (Not that big of a deal) – The major issue is the arm the holds the pendulum. It sticks out on the new piece -1 3/4 inches and old piece is 1 Inch. The pendulum hits the bars and will not swing.
The sector arm comes way too long, it is meant to be bent / cut / whatever to accommodate various dimensions of dial possibilities.
Post is shorter but thousands of these clocks are working with that very same set up.
Please read about the post length variation at this link https://www.clockworks.com/posts/451-1151-high-bridge-suspension-post-length-issue
Thank you !
I need a clock key for a anniversary clock. . My broken key is double ended and marked 00 and 8. I would like to order either a single winding key or a double ended if you stock it. I do not know the country of manufacture. The winding peg measures 0.78″
Thank you
Please use the key chart found at this link https://www.clockworks.com/posts/clock-key-size-chart-to-get-the-right-key
James
Thank you !
Hi. I need to know exactly the replacement size for an insert clock. It is a small Waterford clock. The hole measures about 1&3/8″. The clock itself is a Tochigi Tokei from Japan and says Waterford Crystal under the X11 and Quartz over the V1. It is a silver outline on a white/cream background w/ Roman numerals. I’m simply looking for a replacement that will fit. The new battery won’t work because the sweep second hand gets caught on the long hand.
Hi,
Although we do not offer the exact same one, we may have too offer one that will work if the size matches up, from this link
https://www.clockworks.com/clock-movement/round-quartz-clock-inserts.html
James
Hi
Sorry but I am not seeing that we offer that size. We have these inserts to offer only = https://www.clockworks.com/clock-movement/round-quartz-clock-inserts.html
James
Many Thanks !
James and Donna Stoudenmire http://www.clockworks.com 124 Goss Hill = UPS Mailing PO Box 339 = USPS Mailing Huntington, MA 01050 USA clockworks@clockworks.com
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Hi, I have a Seth Thomas grandfather clock. When I was winding it a couple of weeks ago, the middle weight somehow let go and the weight crashed to the bottom of the clock. The end cap came off the sleeve and is now bent. I could probably straighten it but it looks like it attached to the inside by rivet or something. There are no grooves and it isn’t made to screw back together. It measures 9 1/4” in length with a 2” diameter and total weight is just about 5lbs. Do you perhaps sell a sleeve or full weight replacement with these dimensions?
Thank you,
Tasha
Hi
Usually that rivet thing with have a hex screw in it, it will turn like any other nut. Sometimes they do not have the allen wrench hole. But still applies, Left to loosen and take off because it is just a nut of the sort, connected to the center threaded rod. If you take the top hook off, the entire weight with its bent cap will slide out the sleeve and you can deal with it then. We sell the caps here =.
https://www.clockworks.com/product/polished-clock-weight-cap
Shells here https://www.clockworks.com/product/polished-clock-weight-shell-only
James
Many Thanks !
James and Donna Stoudenmire http://www.clockworks.com 124 Goss Hill = UPS Mailing PO Box 339 = USPS Mailing Huntington, MA 01050 USA clockworks@clockworks.com
Virus-free.
http://www.avg.com
Virus-free.
http://www.avg.com
https://www.clockworks.com/product-category/all-clock-parts/mechanical-grandfather-clock-weights
I am trying to order new works for 2 mantle clocks. The “old works” has the following information. Mason and Sullivan Co. 141-070 29 cm 130.36 no jewels. I have found Hermle clock movement 141-070. Do these include the key and pendulum? I am researching this for my father. From what i have read so far it appears the keys are easy to order because they are mostly standardized. He has a pendulum from the previous works that we are hoping will work but needs one new pendulum. I cannot find a brass pendulum that is for a 29 cm works. I am not sure it is even necessary. Any information will be appreciated.
Hi
Yes all this is available.
Please order the 141-070 29cm from this link https://www.clockworks.com/product/new-141-070-clock-movement-by-hermle
Key size 8 https://www.clockworks.com/product/brass-single-end-clock-key
A pendulum for a 29cm movement from this link https://www.clockworks.com/product/hermle-brass-rod-clock-pendulum or this one https://www.clockworks.com/product/wood-stick-pendulum-for-hermle-clocks
James
Many Thanks !
James and Donna Stoudenmire http://www.clockworks.com 124 Goss Hill = UPS Mailing PO Box 339 = USPS Mailing Huntington, MA 01050 USA clockworks@clockworks.com
Virus-free.
http://www.avg.com
Virus-free.
http://www.avg.com
I need to return a clock chime / time movement for a replacement for one with a different post length. It strikes on 1/2 hour instead of hour. Let me know what I need to do
1. Take the minute hand off of the quartz clock movement 2. Reinstall minute hand but have it point to where it was supposed to when it chimed 3. Move the hour hand to whatever hour it chimed out 4. Set to time
James
Many Thanks !
James and Donna Stoudenmire http://www.clockworks.com 124 Goss Hill = UPS Mailing PO Box 339 = USPS Mailing Huntington, MA 01050 USA clockworks@clockworks.com
Virus-free.
http://www.avg.com
Virus-free.
http://www.avg.com
I have a Howard Miller clock model 610-520. The movement has the following information on the back: SKS 12 116cm. I recently moved and one of the weight shells was damaged and the chain lost. I found these parts on your website and wanted to double check if they are the correct ones for my clock.
Polished Clock Weight Shell Only – 1 7/8 x 10 11/16 Inch (47 x 272mm)
Grandfather Grandmother Clock Chain – 45LPF 1.6mm 60ins =Kieninger SK
Great job, yes all the parts picked out will fit that clock.
Clock Weights = https://www.clockworks.com/product/polished-clock-weight
CLock Chains = https://www.clockworks.com/product/grandfather-grandmother-clock-chain
James
I received this E-mail from you but did not send the original request.
trash
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My clock movement is a UW32/1A. 396261. Will your suggestion of movement 32/1 work to replace mine. If pictures are needed I have made them. Sandra
Hi Yes we offer that one. The 32/1 has a new name for the same unit, this new name is 32319.
Please order the 32319 from this link https://www.clockworks.com/product/uw32319-urgos-clock-movement
James
Is it possible to cancel my order from yesterday as it is the wrong movement. Phone calls are not being answered
Iam happy this was resolved. Nice to speak to you.
My pleasure
James Stoudenmire
30yr Clockmaker
Author of Clockworks.com
I ordered a QU30 Seiko Chime Pendulum Clock and I received a QU40 which is too big for the clock housing. What do I need to do to get the correct one ? Order # 123852
I am terribly sorry – we will get that movement right out to you.
Hello I recently ordered a pair of rear opening cuckoo bellows with tubes Part No. CU1-638. Im in Aust so as expected they took a while (all good) unfortunately the ones I received are side opening. Very pleased with the service otherwise any ideas please.
Please send back with a note and we will swap that out for you
James
I just ordered hand nuts for German clocks and the bushings , I need to cancel this order since I ordered the same thing on Oct. 30,2019. Ronald hartline 9097 county road 700E, McLeansboro I’ll 62859. I am waiting for my first order. 1-618-773-4686 call anytime. Thankyou.
I just refunded the order
No problem sir please shoot us an email at clockworks@clockworks.com saying this and our logistics team will take care of it