FAQ
Orders & Shipping
When will my order be delivered?
Most orders are delivered within 5–10 business days. Delivery times may vary depending on your location and chosen shipping method.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. Use it to follow your package in real time.
Do you ship internationally?
Yes! We ship to the US, Canada, and select international destinations. Shipping rates and delivery times vary by region.
Can I cancel or change my order?
Orders can be modified or cancelled within 24 hours of placement. Please contact us as soon as possible after ordering.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, in original condition, and in their original packaging.
How do I start a return?
Contact our support team with your order number and reason for return. We'll guide you through the process.
How long does it take to receive my refund?
Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method.
Can I exchange my order?
Yes, exchanges are available for items of equal or lesser value. Contact us within 30 days of delivery to initiate an exchange.
Warranty & Product Issues
Do your watches come with a warranty?
Yes, all North Ouest watches come with a 1-year manufacturer's warranty covering defects in materials and workmanship.
What does the warranty cover?
The warranty covers manufacturing defects. It does not cover damage from misuse, accidents, or normal wear and tear.
What if my watch stops working or is defective?
Please contact us with your order details and a description of the issue. We'll assess the situation and offer a repair, replacement, or refund as appropriate.
What if my order arrived damaged or incorrect?
We're sorry to hear that! Contact us within 7 days of delivery with photos of the issue and we'll make it right immediately.
Payment & Orders
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Shop Pay, Apple Pay, and Google Pay.
What currency are your prices in?
Prices are displayed in CAD by default. You may see prices in your local currency depending on your region.
Is my payment information secure?
Absolutely. All transactions are encrypted and processed through Shopify's secure payment gateway. We never store your card details.
Gifts & Packaging
Can I send a watch as a gift?
Yes! All our watches come in premium packaging, making them perfect gifts. You can also add a personalized note at checkout. Looking to make it extra special? Upgrade to our Premium Gift Box for a truly luxurious unboxing experience.
Do you offer gift packaging?
Every North Ouest watch ships in a luxury gift box. No additional gift wrapping is needed — it's already presentation-ready.
Product Care
How do I maintain my watch?
Keep your watch away from extreme heat, moisture, and magnetic fields. Clean the case and strap with a soft, dry cloth. For automatic movements, wear it regularly or use a watch winder to keep it running.
Is my watch water resistant?
All North Ouest watches are water resistant to 3 ATM (30 metres), suitable for everyday use such as hand washing and light splashes. We recommend avoiding swimming, showering, or submersion to preserve the longevity of your timepiece.