FAQ’s

 

1) Q. What is your return / Exchange policy ?

All returns must be received in new, unworn condition as described in the general return/exchange policy as below.
MTM Pro Ops will accept returns or exchanges for full credit or refund of the watch’s purchase price, by the same method of payment that was used to purchase your watch … minus shipping charges … under the following conditions:A request for a return or exchange must be made within 10 days from the date of the original sales receipt.

Upon approval of your request, you will be given a Return Authorization (RA) number which must be written on the outside of the return package. Once you have received the RA number, the package must arrive at our office within seven days of your receipt of the return approval.  Returns without an authorization number from MTM Pro Ops will not be accepted.

All merchandise that is returned or exchanged must be received in new, original and unused condition, along with all original manufacturer boxes, manuals and booklets with packaging and accessories intact.  All returns and exchanges are subject to inspection by our returns department. Any watch that is worn, scratched, sized or altered in anyway will be denied credit or exchange. Watch bands, bracelets and accessories are not returnable for exchange, refund and/or credit.  MTM Pro Ops reserves the right to reject any damaged or worn returns even if a return authorization number was originally granted.  Watches that were received by MTM,  in a damaged or worn condition, will be returned to the customer, with the return shipping charge billed to the customer. *(See What Is Your Warranty & Repairs Policy?  Below)

Exchanges will receive full merchandise credit, less shipping charges, towards your selection of another timepiece of equal or greater value.

When shipping a return, it is advised to use safe packaging with a traceable courier and to insure the package for the full value, as we are not responsible for packages that we do not receive.

Please allow 2 weeks for refunds to be processed and credited to your account.

 

1 )   B. INTERNATIONAL RETURNS / REPAIRS  POLICY:
When shipping a return to MTM for repair, it is advisable that you use safe packaging and a traceable courier.

Also,  insure the package for the full value,  as we are not responsible for packages that we do not receive. Please be sure to include your complete contact information and return shipping address.
If you are shipping a return internationally,
you must obtain the correct form which needs to be filled out and placed on the inside and outside of the package.
Please notify your courier that your watch is temporarily leaving the country for repair so that they have a record and so that you do not incur customs fees upon the watch’s return to you.

NOTE: ALL RETURNS MUST BE ACCOMPANIED WITH THE PROPER PAPERWORK  (INSIDE & OUTSIDE SHIPPING BOX) … and must include the following wording:

“THIS WATCH IS BEING RETURNED TO MTM USA TO BE REPAIRED AND SERVICED UNDER TARIFF CODE: 980.200.4040/9801.00.10.12″

Should any declaration charges be incurred by or custom fees assessed to MTM by your country’s customs, those fees will be re-billed directly to you.

 

2) Q. Do you have any retail store locations where I can see your watches?

A.  MTM Pro Ops watches are available through selective retail stores, AAFES and authorized online retailers.
You can also see and purchase MTM Pro Ops watches at our headquarters in Los Angeles, California. Our showroom is located at 1225 South Grand Avenue. Los Angeles CA 90015.
Our hours are 9:00 a.m. to 5:30 p.m. Monday thru Friday.
For information regarding retail stores in your area, please call customer service toll-free at 1-800-284-9487. Or, you can inquire by clicking the “Contact Us” button on the Contact Us page.

 

3) Q. Does MTM Pro Ops have a GSA Contract?

A.    Yes,  MTM Pro Ops is a GSA Contractor. For more information, please call customer service toll-free at 1-800-284-9487. Or, you can inquire by clicking the “Contact Us” button on the Contact Us page.

 

4) Q. Does MTM Pro Ops Offer Discounts To Military And Law Enforcement Personnel?

A.   Yes … MTM offers a 10% discount for purchases made directly by Military / Law Enforcement and Fire Department personnel.
However, second party orders will be considered.
To receive the discount, we will ask you for proof of your enrollment. (See below for the acceptable forms.) Proof of enrollment must be submitted via fax to 1(213) 741-0840, or as a photo/image scan.

Please contact MTM Customer Service for an email address to which to submit your information. Include your telephone number to receive a call-back from an MTM representative to place your order once proof is received.
Your order must be placed over the telephone or via email as discounted orders cannot be processed directly on the MTM website. If any further information is needed, please feel free to contact MTM at 1-800 284-9487. (Mon-Fri, 9:00 am -5:30 pm,  Pacific)

 

Who Is Eligible For A Discount?
U.S.  Military and Federal (.mil or .gov email verification)
Active Duty Military Personnel
Military Veterans (with DD Form 256 or DD Form 214 verification)
National Guard Personnel
Military Reservists
Federal law Enforcement Officers
Federal Fire and Emergency Response
U.S. Coast Guard

 

U.S. State and Local Law Enforcement, Fire and Emergency Response (I.D. Verification)
Law Enforcement Officials
Fire Department Personnel Officials
Emergency Medical Services (EMS) Personnel Officials

 

U.S. Military Retirees (.mil or .gov email or valid retired I.D. card verification or DD Form 214)
Retired members of the U.S. Armed Forces

 

5) Q. Do I have to pay sales tax?

A.   In compliance with California state law,

MTM Pro Ops collects California state sales tax amounting to 9% on all orders billed to a California address or shipped within California.

The sales tax is computed on the total order amount for products only.

Shipping and handling charges and any additional service charges are not charged sales tax.

We do not collect sales tax unless your order is billed to a California address or delivered to an address within the state of California.

 

6) Q. What are the shipping charges and how long does it take to receive an order?

A.   Orders placed after 2:00 p.m.  Pacific (Daylight) Time Zone will not be processed until the following business day (Holidays Excluded).

All orders placed after 5:00 p.m.  Pacific (Daylight) Time Zone on Fridays or during the weekend will not be processed until the following Monday.

Your total shipping charges are computed by FeDex and displayed automatically, at checkout,  by Fedex in real time.  The total charges will depend upon weight of your order, distance (zone) and your choice of delivery options below:

Standard Shipping  (2 to 5 business days)
Shipping charges within the United States are computed electronically by Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order.  The total shipping charges are automatically computed by the shipper, USPS or FeDex, and added to the order total prior to checking out.
Standard Shipping” is available to Alaska, Hawaii, Puerto Rico and Canada.

3rd Business Day

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order.  The total shipping charges are automatically computed by the shipper, USPS or FeDex, and added to the order total prior to checking out.
Third Business Day” shipping option is not available to Alaska, Hawaii, Puerto Rico and Canada.

2nd Business Day

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order.  The total shipping charges are automatically computed by the shipper, FeDex, and added to the order total prior to checking out.
Second Business Day” shipping option is available to Alaska, Hawaii, Puerto Rico, Canada

Next Business Day

For “Next Day a.m. Delivery“, please call customer service.

Shipping charges within the United States are computed electronically by USPS and Fedex and depend upon the zone to which your order is to be delivered and the total weight of your order.  The total shipping charges are automatically computed by the shipper, USPS or FeDex, and added to the order total prior to checking out.
Next Business Day” Shipping  is Available To Alaska, Hawaii, Puerto Rico and Canada.

International Shipping Rates:

All International Orders will be shipped via FeDex International. The shipping rates will vary depending upon the total weight of your order and the destination. These rates are determined by FeDex in real time and are displayed, in your cart at check out, automatically by FeDex.


7) Q. What is your cancellation policy?

A. Customers who enter an order online and cancel before the order is shipped will not be charged.

If the order has been shipped and the customer refuses delivery, we will refund the total amount of the merchandise.

However, the shipping charge will not be refunded.

 

8) Q. What are your shipping requirements?

A.  We Ship USPS and Fed Ex and DHL.

Submission of a shipping address to a P.O. Box address will be shipped by U.S. Mail. All orders shipped to APO/FPO addresses will be shipped by U.S. mail, and it should be understood that they are considered domestic U.S. addresses, not international.

NOTE: Fed Ex does not deliver to P.O. Boxes or APO/FPO addresses. all APO/FPO orders will be shipped USPS.

The United States should be designated as the ship to country, not the country of final destination…as an example ‘Iraq’.  Shipping charges for APO/FPO will be the same as for domestic mail.  Fed Ex shipments are delivered on business days only and not weekends or holidays. If you would like to request a Saturday delivery, please call customer service to place your order.  Shipments outside of the United States (not military) will be shipped by Fed Ex International.  MTM Pro Ops ships Monday through Friday only.

A signature of receipt is required upon delivery of your watch by FeDex.

If you are unable to sign upon delivery, you must then pick up your watch at the shipping facility.

If your watch is returned to us, you are responsible for the freight charges.

 

9) Q.What credit cards do you accept?

A. MTM Pro Ops accepts the following credit card payments for online and phone orders:

Visa, Master Card, American Express and Discover Card.

Orders are authorized for payment when received and your order will not be charged until it ships from our warehouse. Authorizations withhold the dollar amount from your account, in order to ensure that these funds are available when the order ships.

Please make sure that your billing information submitted to MTM Pro Ops corresponds to the address where your credit card statements are received. This address should also be the same address that your credit card company has on file. If you are not sure of your correct billing address, please contact your credit card company for details. Inaccurate billing and identity information submitted to MTM Pro Ops will delay the shipment of your order.

 

10) Q. Can I have different billing and shipping addresses?

A. MTM Pro Ops recommends that billing and shipping addresses are identical whenever possible. Every address and phone number submitted to MTM Pro Ops will be verified. We offer the option of shipping to different shipping and billing addresses,

however, our customer service department must first contact you for further information, prior to your order being shipped,

if your shipping address is different from your billing address.

For International Orders,  MTM Pro Ops does not offer this option.   Your shipping and credit card billing address must be the same.

Please comply with our ordering policy, so that there is no delay in processing your order.

 

11) Q. Can I pay by check?

A. Payments by money order, cashier’s check, or certified bank check cannot be processed online and must be placed over the phone or email. Please call 1-800-284-9487 to place an order by check payment.

 

12) Q. Do you accept international orders?

12) A.   MTM does ship internationally.  However, please click on the “DISTRIBUTORS” button on this site to see if there is a distributor in your country. If you have a distributor in your area, you must place your order with them. If your order is placed with us, we will pass your order along to the distributor in your country and there will be an unnecessary delay in your order being processed.

MTM Pro Ops is pleased to accept orders from outside the United States; however we will need to verify the transaction with the issuing bank. once the order is placed you will be contacted via email and ask to provide the name of the bank that issued your credit card, their location, and their phone number.

For security purposes our company’s policy requires proof of identity for all international orders. We will also require that you send a fax copy or email of your photo ID or Passport and also a copy of the credit card, front and back. This information is kept strictly confidential by MTM Pro Ops. Once we have received the information, we will verify your billing information with your bank. After receiving approval, we will email you the shipping date and tracking number for your order.

All international orders placed online with a credit card must have the same billing and shipping address.  We do accept wire transfers as payment. Please contact us via email or phone to place an order paid for by wire transfer. You will then be supplied with the proper instructions once we receive and confirm your order.

We ship all international orders via DHL.
Our shipping charge is for the shipping & handling only and does not cover any taxes or duties imposed. Please be aware that all taxes and duties are your responsibility and must be paid by you to your local customs office upon the arrival of your timepiece. All international customers are responsible for any customs charges or taxes imposed by the destination country. We are not responsible for any delays this may cause. Customers also take responsibility that the watches they are ordering can be legally imported into their respective country.  If a shipment is returned to MTM for failure to pay customs or rejection by customs, the customer will be credited for the amount of their watch order less the shipping charges incurred by MTM.The charge for shipping and handling will not be credited. This includes both shipping from MTM and return shipping charges to MTM where applicable. Unpaid duties and taxes, if incurred by MTM, will be charged to the customer’s credit card. We ask that you comply with these requirements and agree by return email so that we can quickly ship your order.
Any missing information will prohibit or delay the delivery of your order. If you have any questions or concerns regarding this refund policy, please contact our customer service department at: 1-213-765-0765 (U.S. Pacific Daylight Time 9:00 a.m.-5:30p.m. Mon.-Fri.)

 

13) Q. Can I purchase Pro Ops watches at any retail stores?

A.  MTM Special Ops Watches are available online in the U.S.A. through www.specialopswatch.com,  select military and tactical websites and select authorized retailers. For information regarding retail stores in your area, please call customer service toll-free at 1-800-284-9487.

 

14) Q. How do I know my personal information is secure and private?

A. MTM Pro Ops is committed to protecting the privacy of your personal information. To protect the information you send from your computer to MTM Pro Ops’s e-commerce system, including your credit card number, name, and address, all information is encrypted using Secure Sockets Layer (SSL) software. Internally, we use encryption and web security technologies to protect the privacy of your personal data. Only parties responsible for processing your order have access to your credit card and bank information. At MTM Pro Ops the privacy of your personal and financial information is very important to us. This information is solely used for processing and filling your order and under no circumstances is the information shared with any outside agencies or unauthorized employees. Nor is it ever sold or used for the purpose of spam. We are in the business of selling watches, not names or personal information. We will never, ever, give your name, email address, or personal information to anyone. MTM will add you to OUR mailing list. Any future promotional emails that may be sent to you will be from MTM ONLY and will give you the option of being removed from our mailing list at any time.

 

15) Q. How can I contact you?

Either by phone at 1-800-284-9487 or 213-741-0808 or by clicking the “Contact Us” button on the Contact Us page. This will connect you to an MTM Pro Ops customer service agent who will attempt to promptly answer your questions. MTM Pro Ops may also keep your comments on file to help improve the site. You may also send us your comments about the shopping experience in general,  as we always appreciate feedback.

 

16) Q. What is your warranty and repairs policy?

A. MTM Pro Ops provides a non transferable Limited Three Year Warranty for the original purchaser only.

The warranty starts on the date of purchase and covers all defects in materials and workmanship. It does not apply to normal wear and tear or to abuse and excludes the crystal (glass), case, strap or bracelet. In the event of a defect or malfunction within the warranty period, your watch will be repaired and returned to you.

For U.S. Repairs,  a $20 check or money order must be sent with the watch needing repair to cover the cost of return handling and shipping. (This is not a repair charge.)  For returns to Canada, the handling & shipping charge is $30 US.  For repair returns to all other all other international locations, the shipping and handling charge is $75 US. 

The warranty does not apply to damage caused, in MTM’s sole discretion, by tampering with or opening the watch case. Defects or damage resulting from repairs, tampering,  or opening the watch case by anyone other than an MTM Authorized Service Facility will void the warranty.

When shipping a repair, it is advisable that you use safe packaging and a traceable courier and insure the package for the full value, as we are not responsible for packages that we do not receive.
Repair and exchange should be mail to:

MTM Repairs
1225 South Grand Ave.
Los Angeles,  CA.  90015
USA

 

*All prices are subject to change without notice..