FAQs & Support
Jump to FAQ
We appreciate your decision to invest in an HAGER watch. Customer satisfaction motivates everyone at HAGER, and it enables us to provide you with excellent service throughout the entire life of your treasured timepiece. In this section, we would like to outline the most important pieces of useful information.
What makes Hager Watches different than other brands?
Hager started with the idea of creating an automatic watch at an affordable price with the highest quality possible. Watch enthusiasts and first time watch buyers want more watch for their money and that is what we strive to provide. We achieve this by low overhead costs with a focus on partnering with suppliers who can provide the highest quality materials for the price as well as implementing extensive quality control procedures. With your help we hope to continue our growth so that we can continue to make mechanical watches more affordable. We still have the goal of reinvigorating American watchmaking. If you are interested in making this a reality please contact us. Serious inquiries only, must be able to prove accreditation and sign a NDS.
Where are your watches produced?
To produce our timepieces, and bring you the best possible quality and price, we cooperate with companies and factories around the world, mainly in Switzerland, China and Japan. Our watches are built according to the highest standards and as a result we provide a one year limited international warranty. We use only high-quality suppliers like Seiko, ETA, Miyota and Superluminova as well as different parts manufacturers.
How will my order be shipped?
We ship within 72 hrs, except weekend and holidays due to our assembly and QC inspection process, and unless otherwise specified. All watches that can be ordered online are in stock and ready to ship, unless otherwise noted in the product description. You will receive a tracking number after your order has been shipped. Due to the increase in shipping costs, we have had to adjust our shipping fees accordingly. For watches, shipping is $15 within the USA. (Shipping to Canada and all other International orders will be quoted via USPS International Express current fees).
Accessories (watch bands and hats) will ship USPS first class mail, within the US $10, orders outside of the US will be quoted via USPS International Express current fees.
We will not mark shipments as gifts for international shipments unless the original buyer is located in the United States and requests shipment to a second, international, party. In such cases, add a note at checkout requesting that the invoice omit final billing price.
Will you ship watches outside of the U.S. ?
Absolutely, our watches have been sent to almost every country around the world. We use USPS and FEDEX with tracking.
What are your payment options?
We accept Visa, Mastercard, American Express, Discover and Paypal.
What is Paypal?
PayPal is the faster, safer way to pay and get paid online. With PayPal, you can send money online without sharing your financial information.
You can pay using your PayPal account balance, bank account, debit and credit card, or PayPal credit. When you make a payment or send money, PayPal first uses your PayPal balance to cover the payment. If your PayPal balance doesn't cover the amount, they'll use the bank account, credit card, or debit card you have linked to your account.
PayPal offers others ways to pay - Bill Me Later and the PayPal MasterCard are convenient ways to buy now and pay later.
PayPal uses industry-leading technology to keep your information secure.
When you send a payment, the recipient doesn't see your financial information, like your credit card or bank account numbers.
You're also 100% protected against unauthorized payments sent from your PayPal account.
And, if you don't receive your item or you receive an item that doesn't match the seller's description, Paypal can work to help you resolve the problem.
Do you sell your watches in brick and mortar stores?
Yes we do. Please see the Retailers link above for our current retailers. If you wish to join in the success that our current ADs are experiencing with the Hager brand please contact us for an informal discussion.
Can I stop by to visit or can we meet?
While we would love to meet all our customers it's almost impossible for us to do to our schedules. We certainly appreciate support though.
Can I cancel my order?
All Orders may be cancelled at anytime prior to the shipment of the item. All products authorized for return must be in new, unused condition, and must be returned in the original packaging along with all associated accessories and packaging materials. If an order needs to be canceled for any reason, please contact our customer service department immediately at firstname.lastname@example.org. If you cancel your order after we have shipped your order we will deduct a 7% cancellation fee in addition to the shipping costs.
What is your QC/Inspection process?
Each watch is tested by us independently. We inspect our watches before they ship to you. The case was tested for water resistance prior to installing the movement and then tested again after the movement is installed. We also use a Timegrapher 1000 to check the accuracy of each watch before we send it out. If for some reason we miss something and you have a defect, we will take care of you with a replacement, repair or refund (at our discretion). This is considered a manufacturing defect. You will notice a manufacturing defect when you receive the watch. A manufacturing defect is not wear and tear, stripping the crown threads, breaking crowns or stems, magnetizing the movement, dropping or banging the watch creating inaccuracy, or flooding your watch because the crown was not screwed down.
What is an automatic movement?
An automatic movement is a mechanical movement with a self-winding design. An automatic watch harnesses the energy produced by motion to wind the spring. This movement features a rotor that spins when the watch is in motion, as when the wearer moves his arm. The mechanism transfers the energy from the spinning rotor to the main spring of the winding system. Automatic watches have all of the advantages of mechanical watches -- detailed construction, durability -- and the owner does not need to manually wind the timepiece frequently. If you wear the watch every day, it will maintain its power reserve. Mechanical and automatic movements can gain or lose a few minutes per month; you should check your automatic or mechanical watch regularly and adjust the time.
As you move the watch, you might notice a soft whirring sound. This doesn't indicate defective gears, but rather your watch winding itself. These movements are a step beyond hand winding and replacing batteries. Automatic movements: effortlessly green since 1770!
Do I need to wind my watch everyday to keep it running?
The functioning of a self-winding mechanical HAGER movement depends on the wrist movements of the wearer. When fully wound, the watch will have a power reserve between 40 and 42 hours, depending on the calibre used. his however depends on lifestyle of the individual, if the watch is not in motion but worn on someone’s wrist during sleep, the automatic movement will not be energized. Since the watch's self-winding mechanism is directly linked to the wearer's activity, 10 to 12 hours' wear should be sufficient to generate a power reserve of 20 hours or more, which ensures that the watch will continue to run throughout the night. However, if a watch has not been worn for several days and its power reserve has thus run low, we recommend you wind the watch manually for around 15 rotations of the crown (clockwise) to ensure the best possible rate from the outset. Please wind slowly; your torque on such small parts can be too much causing the stem to break. Just remember to wind slowly and you will not have any issues with breaking the stem.
How accurate are your watches?
Our watches are fairly accurate. Accuracy is dependent on several variables, such as:
Type of Movement: We use a couple of different movements for our watches. Our watches normally have an accuracy rate +-10 to 30 seconds a day unadjusted.
Position: Due to gravity a watch will gain or loose more time if laid to rest in a single position. The balance wheel has been adjusted to compensate for losses and gains in different positions. An adjusted watch should perform overall within the specification when worn throughout the day. If you remove the watch at night you may want to find the optimum position that will compensate for drift during wear.
Temperature: The environment may have an impact on how accurate the watch operates. Temperature changes expand and contract many of the parts, changing the dimension and shapes - especially the balance wheel and hairspring. In modern watches most materials and designs are able to compensate for the changes and maintain a consistent rate. This is generally not a problem unless the watch is constantly in extreme weather environments and is corrected by a very simple regulation.
It is important to understand that a fresh watch off the shelf may need a break-in period of a month or so. This allows the watch to find its beat and distribute the lubricants evenly. Additionally, keep in mind that as a watch ages the lubricants start to break down and the gears shift ever so slightly, and the accuracy of the watch will decline as well.
Your watch should be serviced every 3-5 years
If your watch loses or gains a few seconds per day (remember there are 86,400 seconds in 24 hours!), you can correct it without expert aid. The rate of a watch varies slightly depending upon its position. Take it off at night and place it as follows:
- To gain a few seconds: Lay the watch flat with the dial uppermost.
- To lose a few seconds: Lay the watch vertically with the winding-button downwards.
- To lose rather more seconds: Lay the watch vertically with the winding-button uppermost.
What if my watch is gaining or losing time? What if it's magnetized?
Our watches are fairly accurate. If your watch loses or gains a few seconds per day (remember there are 86,400 seconds in 24 hours!), you can correct it without expert aid. The rate of a watch varies slightly depending upon its position. Take it off at night and place it as follows:
- To gain a few seconds: Lay the watch flat with the dial uppermost.
- To lose a few seconds: Lay the watch vertically with the winding-button downwards.
- To lose rather more seconds: Lay the watch vertically with the winding-button uppermost.
If your watch suddenly begins running extremely fast (20+ seconds per day to hours fast per day) it is usually an indication that the hairspring coils are magnetized, causing the coils to stick together. This shortens the rotation of the balance wheel and increases the beat rate extremely. Magnetism can also cause a watch to stop or run slow - however, generally the watch will run fast. Avoid exposing the watch to powerful magnetic fields, such as that of a magnet. Magnetic fields caused by household appliances and office equipment, however, have no significant influence on the watch mechanism. A magnetized watch can easily be de-magnetized and regulated to normal. This process can be done by us or a watch technician in your local area. If you would like us to de-magnetize your will need to contact us for information and repair cost.
Why does the date on most HAGER watches change over a period of 1.5 to 2 hours?
HAGER uses this date-change system so that the date-change is clearly visible around midnight and that there is no confusion as to the moment of the date-change.The date of the day that is drawing to a close can be seen in full until 11.45pm. At midnight, the date of the day drawing to a close is still entirely visible at the bottom of the date window, with the new date appearing at the top of the window. Then, the new date moves down through the window and the previous day's date gradually disappears. This operation is completed by 1.30am at the latest.Avoid changing the date manually between 9pm and 2am, since this is the period during which the automatic date-change is in operation. Back to top
How do I screw the crown back in? And what if I damage it?
The threads in the crown can be damaged or stripped if you are not careful. Always screw down slowly, pushing the crown in gently and turning it slightly counter-clockwise until you feel the threads engage. Then screw it down smoothly. When you rapidly push the crown in and start screwing clockwise there is force and misalignment and eventually you will wear out the threads and need to pay for a repair.
Always remember to screw down the crown to the case after setting the watch. Do not over tighten the crown, the rubber gaskets do the job of keeping the water out and over tightening can damage the threads of the crown and case. Our watches are tested to the depth printed on the dial. Wearing a watch in an environment with steam such as a hot shower, hot tub, jacuzzi, or steam room is not recommended. Steam is a gas and is not in liquid state. Steam can penetrate the seals of any dive watch out on the market.
Some people may be used to pulling out the crown quite hard on their watches, and this type of action on this crown will pull out the split stem (inc. crown) from the watch case. It can easily be popped back in and it functions as per normal. In most cases, crown/stem damages results from the customer pulling extremely hard at the stem. However, if the crown/stem damage is due to a manufacturers’ defect, we will gladly repair/replace your product.
Can a watchwinder damage my automatic watch?
If it’s not an actual winder it can. There are many watch storage boxes with motors attached that cause the winder to continuously spin your timepiece. These are often made of plastic or particle board, sell for very low prices, require a manual shut down (versus the winder automatically programmed to “rest” your watch at appropriate intervals) and ultimately break down within a short period of time. The overwinding also stresses your watch, which means that the end result is damage to your watch and a higher toll on your bank account if you skimp on the winder. This is why it’s crucial that you buy your watchwinder from an authorized dealer, who can ensure that the product is, in fact, a watchwinder and not a “spinner.” A true winder allows for winding and resting—a closer approximation of how your wrist would wind your watch. The resting period is necessary to prevent your watch from being overwound.
If you decide to use a watch winder you do so at your own risk as your watch warranty will not cover this.
While it is true that EVERY automatic winding watch has a mainspring that will slip to prevent overwinding we recommend that you do NOT place the Commando on a watch winder. Our observation has been that many people are using winders that continuously wind the watch after the watch is fully wound. The constant friction applied on the clutch of the protecting system is causing the watch to stop functioning for a time until that energy is released, usually resulting in damage to the watch. Excessive winding, while not immediately harmful to a watch does stress the overwind protection system of the watch and should be avoided. The treatment a watch receives from a winder is often far more severe than that delivered by the wrist and requires a professional for repair.
What is the warranty on Hager watches?
We strive to manufacture quality timepieces and this is reflected in the attention to detail in the manufacturing and assembly of the cases and movements. We want you to have a watch that you are happy with and above all can rely on. If the rare case should occur and you experience any problem with your Hager timepiece, please contact us via e-mail. We will respond quickly and find a satisfying solution for your specific problem.
Hager Watches Professional Series watches are warranted for twenty-four (24) months, all other Hager Watches for twelve (12), from the date of purchase for material and manufacturing workmanship defects including: watch movement, hands and dial under normal use. We have a demanding QC program in place and every care is taken to ensure that your watch meets these high standards before it leaves the factory. Should your Hager watch fail it is warranted against material and manufacturing defects for a period of one year from the date of purchase. During the warranty period the watch movement, hands and dial are the only components covered under this warranty. A covered component will be repaired or the watch will be replaced free of repair charges, if it proves to be defective in material or workmanship under normal use.
The warranty does not cover: case, crystal, bezel, strap or bracelet, or misuse or accidental impact (including but not limited to scratches, chipping of the crystal or wearing of DLC, PVD and Bead Blasted coatings) or water infiltration due to failure to secure screw-down crowns or submergence at depths exceeding the rated water-resistance. Intentional crown/stem damages are not covered. In most cases, crown/stem damages results from the customer pulling extremely hard at the stem. However, if the crown/stem damage is due to a manufacturers’ defect, we will gladly repair/replace your product.
Nor does the warranty does not cover defects caused by outside force, theft, damage by improper use or improper handling, lack of care, accidents, nor does it cover regular wear-and-tear from normal, broken/shattered sapphire crystals or outside modifications and third party repair attempts of any kind will void the warranty. All Hager limited warranties are not transferable at this time. You may have specific legal rights according to the state in which you reside. This warranty is in addition to those rights and does not affect the consumer rights conferred upon you in your particular state.
Allow up to a MINIMUM of 4 weeks to receive your repair product.
What is your return policy?
Customer satisfaction is our goal. We offer a three-day examination period, only. In case you are not happy with your watch you have three days to return it for a refund. If you have any problems with your order, please contact us immediately for assistance at email@example.com. All products returned must be in new, unused condition, and must be returned in the original packaging along with all associated accessories and packaging materials. A return may be accepted at the sole discretion of Hager Watches. Hager Watches reserves the right, after inspection, to charge a minimum deduction of 15% percent restocking fee of the sales price to including shipping to cover our shipping expenses. There is a 20% return fee if the product has been used, and original packaging has been tempered. Please return the watch with the same mail service as we provided to you. Any shipping damages or lost shipment during returns is the responsibility of buyer.
Where can I ship my return and what does it cost me?
You can ship your return to our P.O. box after communicating with us the reason for return and providing your purchase information.
Please insure your return. We are not responsible for shipping damages. Please email us the tracking number after you have sent out the returned product. We will be looking for the tracking number to pick up your returned product. Packages without tracking numbers emailed to us in advance will be returned to the customer.
What about…shocks or drops… can it damage the watch or the movement?
Hager watches are made to stand up to rigorous use. Our watches are built to the toughest specs possible at the price point available. Care must be taken, however, to avoid dropping them or knocking hard objects. These are tiny little machines and like any other piece of mechanical equipment the movement can be prone to failure if dropped or hit hard. Our movements come with shock protection and retaining rings, but a hard impact can cause damage to the hair spring causing the watch to slow down or become inaccurate or stop running completely. This can be repaired by our factory, however you will need to contact us for information and repair cost.
What should I do to ensure my watch continues for many years
Magnetic fields: We recommend that you avoid exposing it to powerful magnetic fields such as: loudspeakers, refrigerators, certain handbag clasps, I-pad cases etc.
Bathing in the sea: Always rinse your watch with warm water afterwards. Please note: we recommend that you have the water resistance of your watch checked once a year by an authorized HAGER Service Center.
Shocks: whether thermal or other, avoid them.
Crown: screw it in carefully to ensure that no water enters the mechanism.
Cleaning: for metal bracelets and for all water-resistant cases use a toothbrush with soapy water and a soft cloth for drying.
Chemical products: avoid direct contact with solvents, detergents, perfumes, cosmetic products etc., since they may damage the bracelet, the case or the gaskets.
Temperatures: avoid extreme temperatures (above 60C, or 140F, below 0C, or 32F) or extreme temperature changes
Why is the luminosity of HAGER watches so intense and so long?
HAGER uses Super-LumiNova material for the dials and hands of its watches. TheSuper-LumiNova material takes its luminescence from daylight or any artificial source of light. The watch should therefore be exposed to bright light in order to ensure the luminescence of the dial and hands in the dark, i.e. during the night. The luminescence decreases with hours but it is restored as soon as the watch is exposed to bright light.
Is this watch water resistant?
Hager watches are rated at different specifications depending on the model. All Hager watches are water resistant, however a watch’s water resistance cannot be permanently guaranteed. It may be affected by the aging of gaskets or by an accidental shock to one of the components assuring the water resistance such as crown, pushers and crystal. As stipulated in our service instructions, we recommend you have the water resistance of your HAGDF watch checked once a year by an approved HAGER service center.
Water resistance is tested in measurements of atmosphere (ATM). Each ATM denotes 10 meters of static water pressure not a turbulent ocean. The different levels of water resistance as expressed in meters are only theoretical. They refer to the depth at which the watch will keep out water if both watch and the water are perfectly motionless, however these conditions, of course, are never met in the real swimmer’s or diver’s world. In real life, the movement of the wearer’s arm through the water dramatically adds the pressure on the watch as well, so it is advised that, to be safe, the watch should be worn to the depths less than what is indicated by the rating. All watches, regardless of marked water resistance, will become less resistant with age and use and will eventually begin to leak.
Initial water resistance should be marked on the caseback and can only be expected if watch is used and cared for correctly. Less resistant watches may leak around crystals, bezels, casebacks, and chrono pushers. Crowns, casebacks, and chrono pushers must be properly sealed. Gaskets need to be checked and replaced once a year when serviced. If your watch should become exposed to moisture, wipe it dry as soon as possible. Watches exposed to salt water should be rinsed carefully with fresh water and dried immediately with a soft cloth. Do not expose watch to extreme heat and pressure. Avoid hot tubs and/or saunas. Water resistance depends on several factors, some of which can be affected by heat (change in temperature; hot tub to pool), wear or simply by time. Over time, gaskets can become corroded or misshapen, cases dented or crystals loose or broken.
To make sure your watch remains water resistant, please make sure that the crown is fully screwed down after setting the date and time and always before entering any water.
All watches returned for water resistance issues, will be tested upon receipt to identify if the watch is up to our manufactured specification for stated water resistance.
Typical Water Resistant Levels of Watches
Is it alright to take my HAGER into a hot tub or shower with it? Will soap damage the gaskets?
Watches should never be put in a sauna or a hot tub since the exposure to heat can easily make the gaskets lose their shape and ability to keep water out. This is especially true with the case tube gasket and crown gaskets.
Watches should not be worn in the bath or shower. The soap suds reduce the surface tension of the rubber gaskets in the watch, which allows water to get in. The soap can also damage the seal itself. So we highly recommend you do not bathe with your watch. Signs of slight moisture in your watch will appear as slight to moderate fogging or moisture forming under the crystal.
There's "fog" or condensation underneath my crystal – Extreme temperatures?
The environment may have an impact on how accurate the watch operates. Temperature changes expand and contract many of the parts, changing the dimension and shapes - especially the balance wheel and hairspring. In modern watches most materials and designs are able to compensate for the changes and maintain a consistent rate. This is generally not a problem unless the watch is constantly in extreme weather environments and is corrected by a very simple regulation.
Hager Watches watches are ideally designed to function in temperatures from 0° to 122°F. They should not be left in extreme heat for any length of time or exposed to direct sunlight. Temperatures above 140°F may result in the watch malfunctioning. Very cold temperatures below 32°F may result in a considerable lack of precision. Thermal shocks should also be avoided, notably in terms of going straight from sun exposure to underwater, which may result in the crystal shattering or fog underneath the crystal.
Condensation is a result of the temperature change from extreme cold to warm (thermal shock). This can be a real nuisance but condensation can build up inside a watch crystal whenever the watch is exposed to a lot of water, fog, or humidity.
Unscrew the crown and pull it out to position one so it can dry using the below solutions:
- Lay the watch in a dry place in sunlight and see if the water evaporates on its own. Put a piece of soft, absorbent cloth such as a towel under the watch. If the water inside the watch face is only a fine film of condensation that clears on its own after a short time, you probably do not need to do anything else.
- Seal the watch in a plastic bag filled with unopened packets of silica gel desiccant and place back in the watch box. These are the packets that come in shoe boxes and other packaged items. You can also use dry rice instead of the silica gel packets. Leave the bag somewhere warm and dry for a few days. The silica gel packets or rice can help draw out the water from inside the watch.
- Direct a fan at the watch or use a hair dryer on the lowest heat setting to blow air on the watch. Alternatively, if you can safely leave the watch on top of a low heat source such as a floor vent or radiator, this can help evaporate the water from the case.