Return Information

In order to get a refund, you must include the Return Sheet on the back of your invoice and you must get a return authorization number by emailing info@thebigclockstore.com

Each of these large wall clocks is custom made, even if your name is not put on them.  But we really like happy customers. If you are unhappy with your large wall clock, please notify us within 5 days of receiving it.* *It must be received by us within 25 days of when you received your Return Authorization Number. Please note: you will not receive a refund without a Return Authorization Number because this is how we track returns.   It MUST have the original packaging and with a note inside with your name, order number and the reason for the return. We will not accept it without it. You will need to wrap it the same way.  We will approve the return and you can send it back. You will be refunded the cost of the clock (minus shipping) and 10% restock fee for non custom clocks or 25% for custom clocks.

If you mechanism or hands are not working, a new one will be sent (not a new clock.) The mechanism has a lifetime warranty. For the first 3 years a mechanism will be sent at no cost. After three years, the buyer will pay shipping costs only.  We buy the best mechanisms possible and test each clock before shipping, but sometimes they are damaged due to rough handling in shipping and don’t work on arrival. We cannot accept returns for working mechanisms since the mechanism has a lifetime warranty.

Clocks will not be refunded if damaged in return shipping. It is recommended that the customer repacks the clock appropriately and provides their own shipping insurance to ensure safe arrival.

Please return to:

The Big Clock Store
1744 W Main St.
Mesa, AZ 85201

*IMPORTANT:  We do NOT accept returns on 60″ clocks unless they were damaged in shipping (the shipping company will determine if it was shipping damage).  They are really expensive to ship and to make. Please be sure if you want a 60″ clock because a return will not be accepted.

**Customized clocks that have been approved by seeing a mock up are not returnable.

Please email: info@thebigclockstore.com for return info