Shipping, Returns, Warranty
We guarantee quick 24- to 48-hour order processing. Timely & Timeless ships all orders within the contiguous United States absolutely free. Orders generally arrive within a few business days.
All Hermle Clock orders are shipped directly from the Hermle Manufacturing Facility in Amherst, Virginia, after undergoing quality assurance inspection by the manufacturer, which provides a comprehensive 3-year warranty on all clocks purchased through our store (we are an authorized Hermle dealer).
All Kieninger and Sternreiter clocks are shipped from the Sternreiter US Facility in Ohio, additionally, authorized by Kieninger Germany to offer finished products through authorized dealers at the US market.
Please note that all the warranty repairs are done at the Hermle, Kieninger and Sternreiter respective US facilities.
All floor clocks, including contemporary floor clocks and grandfather and grandmother clocks, are shipped via LTL Freight and include complimentary "white glove" delivery and setup service. For these items, please allow up to 3-4 weeks for delivery.
Shipping to Alaska and Hawaii is subject to a surcharge based on the weight of the product.
While we are happy to provide you with a quote for international shipping, please note that items shipped internationally can not be returned for any reason. If the item is damaged in transit, the buyer must file a claim with the carrier. The buyer must also assume all the responsibility for local taxes, duties and airport surcharges if such are added to any shipping costs. Timely & Timeless will make an effort to obtain a highly discounted shipping quote, prepare necessary paperwork and make sure that the item is packaged extra securely. However, we have no control over the merchandise once it leaves the US and can no longer be responsible for it. We do not ship floor clocks internationally unless you make your own arrangements.
We are pleased to offer "white glove" delivery and in-home setup services for all floor clocks, including grandfather and grandmother clocks as well as contemporary floor clocks, anywhere within the continental United States, at no extra cost.
Our specially-contracted carrier delivery agents will be happy to transport your new floor clock inside your home and into the room of your choice, even up or down flights of stairs. They will position the clock in the room of your choice according to your instructions. The service includes removal and disposal of all packing materials.
For customers located outside of the continental United States, including Canada, Alaska and Hawaii, please contact us to explore options for white glove delivery and setup service, if desired.
You can shop for and buy grandfather and grandmother clocks at the convenience of your own home, online from Timely & Timeless. In addition to the free delivery you can also benefit from the complimentary engraving we offer.
If you have any questions or concerns, want to check availability and delivery time estimates as well as the latest price updates, please call us at 800-390-4067
Please carefully inspect your purchase when you receive it. In the unlikely event that the clock needs to be returned due to damage incurred during shipping, please contact us to let us know so that we may issue a return authorization without delay. Please keep all original packaging materials and include these with your return. A damage claim must be made with within 7 days of receipt of the item for us to accept the freight charges for a return of a domestic purchase. Beyond that period, you will be required to assume responsibility for the freight charges, as per the manufacturer's policy.
Any Other Reasons
Manufacturer policy varies slightly when it comes to the "change of heart" items" Hermle's policy on in stock items is that you may return your item for any reason within the first 30 days, no questions asked. Please note that restocking fees and shipping fees apply to returns of undamaged items. Please contact us right away if you changed your mind about your purchase. We will be happy to mail you a return label so that you can send the item (in its original packaging) back to us. If you want to exchange the item, we will be happy to assist you with choosing another one and waive the restocking fee as long as the original item is still in original packaging and new condition.
Hermle does not accept returns (unless damaged) on special order items. In the unlikely case that the item is damaged in transit, the manufacturer reserves the right to replace or repair the item rather than issue a refund.
The vast majority of Kieninger and Sternreiter clocks are special order items and therefore can not be returned. In the unlikely case that the item is damaged in transit, the manufacturer reserves the right to replace or repair the item rather than issue a refund. A few of the Kieninger clocks that are available in stock are not eligible for return but in some individual cases, may be eligible for exchange for the same or higher price item. Please keep in mind that the exchange is always at the distributor's discretion but we will do our best to accommodate your needs.
Romba cuckoo clocks available in stock may be exchanged for the same of higher price items. No refunds will be issued as it is against the distributor policy but we will work with you in the unlikely case you may decide that you do not like the clock you initially chose.
Please contact us if you have any questions about our return policy. We are always happy to be of assistance.
Moving your grandfather clock yourself
What happens if you decide to move your heirloom grandfather clock to a different part of your house and you do not feel that it warrants calling the professional movers? In case of such eventuality, we would like to offer some practical advice on how to move this very-heavy-very-tall-and-more-delicate-than-it-appears timepiece.
The most important thing to remember is that you should never attempt to move a grandfather clock even a few feet with its pendulum and weights still attached. Moving a grandfather clock without first properly dismantling it can be a recipe for disaster as it can cause damage to its movement. The pendulum itself can also break. Besides that, the swinging weights could potentially break the glass or scratch the ornamental woodwork.
Removing the clock’s pendulum
Removing the clock’s pendulum is fairly easy. It should come off the suspension spring fro which it is hanging without the need to apply any force. We recommend wearing cotton gloves or using a piece of cloth rather than touching the pendulum with your bare hands.>
Removing the clock’s weights and securing chains or cables
You should move the weights about half way up before removing them. Check to make sure that chains or cables do not get tangled or dragged into the movement. The best way to ensure this is to take a piece of cardboard (those Amazon boxes sure come in handy!), place it behind the chains or cables, spread them out and use wide painter’s tape to secure them to the cardboard so that they do not move or tangle. Most gears are marked L, R or C but if this is not the case than make sure to mark them. Weights may look the same but there are, in fact, many different weights and it is important to attach them correctly.
Removing ornamental parts
If your clocks has any fragile and detachable pieces, either woodwork (sometimes the top can be removed) or glass shelves, carefully remove them as well. Remember to wear cotton gloves while handling all of the clock’s parts.
If you are moving to a new home, we recommend calling professional movers who can carefully package all the dismantled pieces, transport the clock in a special crate a.nd assemble it again at its new home
Take good care of your grandfather or grandmother clock and it will serve you and future generations for many years to come. If you need any help or want to find out more about our white glove clock delivery, as well as to check prices and availability, please call us at 800-390-4067.
Timely & Timeless is an authorized dealer for all brands it offers for sale and each clock is covered by full manufacturer warranty. Warranty conditions vary slightly from brand to brand but all service on all clocks purchased from Timely & Timeless is done in the United States at the manufacturer or their direct representative authorized repair facility. Each clock we offer has unique serial number and comes complete with paperwork you need to obtain warranty service. Please follow instructions enclosed. In order to obtain service, please call first to make sure that the repair you need is covered by warranty and to see if the shipping may be covered as well. If it is the part that is needed, in most cases, the manufacturer is able to ship the part to you free of charge.
All Kieninger, Hermle and Sternreiter clocks sold by Timely & Timeless come with a full 3-year manufacturer warranty for protection against defects in parts and workmanship. This is the most extensive and comprehensive warranty in the industry, which of course is to be expected on these hi-end items made with the highest quality of materials and the best workmanship.
Romba, Trenkle Uhren and other brands we offer are covered by a standard 1-year manufacturer warranty.
We're pleased to provide our customers with peace of mind that their clock will continue to function properly or be repaired or replaced at no cost.
We also provide peace of mind on heavier and hard-to-handle merchandise items with a complimentary "white glove" delivery and setup service. Grandfather and other floor clocks are delivered into the recipient’s home or office, and not just left at the front door, and set up according to the customer's instructions.
All Clock movements sold by Timely & Timeless are covered by the manufacturer's warranty
- FHS and URGOS clock movements have a 3 year warranty against factory defects. Within 1-90 days: repair or replace at manufacturer's discretion and return is paid by the manufacturer.
- After the 91 days and up to 3 years: customer responsible for return. Manufacturer will repair defective unit including pivot holes worn to the point the clock stops.
- If any markings are added to the movement, this becomes an automatic repair.
- Contact us for a return number before shipping.
- It is the responsibility of the customer to pack the return securely. Damages due to improper packing by the customer will not be credited.
There are the following enhanced warranties:
- Bearings in the UW03 series have a 15 year warranty.
- The AEL12 and SEW01 have a 5 yr. warranty on the balance unit