Citizen Watch customers may need help with a watch repair, warranty claim, Eco-Drive charging problem, replacement strap, bracelet links, online order, return, refund, watch registration, setting instructions, or another product question. Citizen provides U.S. customer care by phone, online support ticket, chat, and its online repair system.
How to Contact Citizen Watch Customer Service
- Citizen Customer Care: 1-800-321-1023
- Customer Service Hours: Monday-Friday, 9 a.m.-8 p.m. ET
- Citizen Help Center: Citizen Watch U.S. Support
- Submit a Support Request: Citizen Support Ticket
- Parts and Repairs: Citizen Parts & Services
- Warranty: Citizen Warranty Information
- Store Locator: Find an Authorized Citizen Retailer
- U.S. Repair Facility: CWA Dept R Dock C2, 4321 W. Sam Houston Pkwy N., Suite 170, Houston, TX 77043
- Official Website: CitizenWatch.com
Citizen Watch Company of America provides U.S. support for Citizen timepieces ranging from Eco-Drive watches and traditional quartz models to automatic, Atomic Timekeeping, Satellite Wave, Promaster, ATTESA, Series8, The CITIZEN, and other collections.
Best Citizen Support Route by Issue
- Watch needs repair: Complete the Citizen online service-request form before shipping the watch.
- Warranty claim: Include the completed warranty card or qualifying proof of purchase with the service request.
- Eco-Drive not running: Review Citizen’s charging instructions before assuming the watch needs repair.
- Replacement strap or bracelet links: Check Citizen’s Parts & Services section or contact Customer Care with the model number.
- Setting or operating question: Use Citizen’s setting-instruction resources and search by model or caliber number.
- Online order: Use Citizen Customer Care or the Help Center for shipping, cancellation, delivery, or payment questions.
- Return or exchange: Use the CitizenWatch.com return process for eligible direct purchases.
- Purchase from another retailer: Contact that retailer for its return policy and Citizen separately for an applicable manufacturer warranty.
Citizen Watch Repair Service
Citizen currently handles its main U.S. watch-repair operation through its Houston facility.
Before mailing a watch:
- Open the Citizen Parts & Services page.
- Complete the online service-submission form.
- Save the confirmation email.
- Print the service-request confirmation.
- Package the watch securely.
- Use an insured and trackable shipping service.
- Send the watch to the address provided by Citizen.
The current U.S. repair address is:
CWA Dept R Dock C2
4321 W. Sam Houston Pkwy N., Suite 170
Houston, TX 77043
How Long Does a Citizen Watch Repair Take?
Citizen currently states that typical paid repair work takes approximately 30-45 business days after an estimate has been approved and payment received.
Warranty work generally takes approximately 30-45 business days after Citizen receives the watch.
These estimates do not include shipping or transit time.
For out-of-warranty work, Citizen evaluates the watch before providing a repair estimate. Chargeable repair work does not begin until the customer approves the estimate.
Citizen also states that exact repair prices generally cannot be quoted by telephone or email before technicians inspect the watch and determine which parts are needed.
How to Check a Citizen Repair Status
Citizen provides an online repair-status system for watches being handled by its Houston facility.
Use the official Citizen Parts & Services page and select Service & Repair Status.
Keep your:
- Repair number
- Repair ZIP code
- Shipping tracking number
- Estimate approval
- Payment confirmation when applicable
Contact Customer Care if the online status does not explain an unusually long delay.
Citizen Watch Warranty
Citizen currently provides a five-year limited warranty for qualifying watches purchased in the United States and other covered territories from authorized Citizen retailers.
The warranty generally covers defects in materials and workmanship involving the watch movement when the written warranty conditions are met.
Citizen may regulate, adjust, repair, or replace the movement when an eligible defect occurs during the warranty period.
CZ Smart is different: Citizen currently states that CZ Smart watches have a one-year limited warranty rather than the standard five-year period.
What the Citizen Warranty Does Not Normally Cover
Citizen’s limited warranty contains exclusions that can include:
- Power cells
- Crystal damage
- Case components
- Stems and crowns
- Bracelets
- Clasps, links, pins, and screws
- Straps
- Accessories
- Normal wear
- Accidental damage
- Damage caused by misuse
- Unauthorized repairs or alterations
- Certain moisture damage
Coverage depends on the exact circumstances and written warranty. Ask Citizen to identify the applicable warranty term if a repair is declined as non-warranty work.
For warranty service, include the completed warranty documentation or acceptable proof of purchase showing the purchase date and model number.
Citizen Eco-Drive Help
Citizen’s Eco-Drive technology converts light into electrical energy and stores excess energy in a rechargeable power cell.
If an Eco-Drive watch stops or begins behaving unusually, insufficient charging may be one possible cause.
Before submitting the watch for repair:
- Identify the watch model or caliber number.
- Locate the correct Citizen instruction manual.
- Review the model-specific charging instructions.
- Expose the watch to an appropriate light source as instructed.
- Allow sufficient charging time.
- Reset or correct the watch only if the model’s instructions require it.
Charging time differs according to the watch, light source, and intensity.
Do not assume that every stopped Eco-Drive watch requires a traditional battery replacement.
Citizen Watch Manuals and Setting Instructions
Citizen provides online instructions for setting and operating its watches.
The model number or caliber number can help identify the correct manual.
Instructions can cover:
- Time and date setting
- Eco-Drive charging
- Atomic Timekeeping
- Satellite Wave functions
- Chronographs
- Perpetual calendars
- World time
- Power reserves
- Dive-watch functions
Use the official Citizen instructions for the exact model rather than instructions for a watch that merely looks similar.
Citizen Watch Straps, Bands and Bracelet Links
Citizen sells replacement straps, links, and selected parts for certain models.
Have the following ready:
- Watch model number
- Case number when applicable
- Desired strap or bracelet part
- Color and material
- Number of additional links needed
Parts for discontinued or older watches may no longer be available.
Citizen’s Parts & Services system is the best starting point before purchasing an aftermarket component that may not fit correctly.
CitizenWatch.com Returns and Refunds
Citizen currently provides a 30-day money-back guarantee for eligible purchases made directly through CitizenWatch.com.
For a refund:
- The product must be returned within 30 days of delivery.
- The watch must be in original, unworn condition.
- Citizen packaging and inserts should be included.
- Any bracelet links removed during sizing must be included.
- Gift-with-purchase merchandise must also be returned.
- Items identified as Final Sale cannot be returned.
Citizen provides an online return process and free return shipping labels for qualifying direct purchases.
Products purchased from a retail partner cannot generally be returned to CitizenWatch.com. Use the original seller’s return policy instead.
How Long Does a Citizen Refund Take?
Citizen asks customers to allow up to 10 business days for an eligible return to be processed after it reaches the return facility.
After processing, the refund is issued to the original payment method.
Depending on the financial institution, Citizen says it may take another 3-5 business days for the refund to appear.
Keep the UPS or other return tracking information until the refund is complete.
Citizen Order Problems
Citizen’s Help Center provides support for issues including:
- Order status
- Shipping
- Incorrect watch ordered
- Shipping-address questions
- Payment issues
- Returns
- Refunds
- Bracelet sizing
Citizen notes that orders can move quickly into processing, so changes or cancellation may not always be possible after an order has been submitted.
Before contacting support, have:
- Order number
- Email address used for the order
- Watch model number
- Purchase date
- Tracking information
- Description of the problem
Citizen Watch Company of America Addresses
Older listings commonly identify:
Citizen Watch Company of America
1000 W. 190th Street
Torrance, CA 90502
That address has historically been associated with Citizen Watch Company of America.
However, customers should not mail watches there for repair based on an older directory listing. Citizen’s current official U.S. service instructions direct repairs to its Houston service facility.
Citizen’s current website Terms and Conditions also identify a legal contact for Citizen Watch Company of America at:
350 Fifth Avenue, 29th Floor
New York, NY 10118
This legal address is not the normal customer-service or watch-repair destination.
For a repair, always use the address generated through Citizen’s current service process.
Citizen Watch Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently displays 0 out of 5 stars based on 0 Citizen Watch customer reviews.
Because no customer reviews have been submitted on this Citizen Watch listing yet, there is not enough firsthand CustomerServiceNumbers.com feedback to identify reliable positive or negative trends involving Citizen watch quality, Eco-Drive performance, warranty claims, repair times, customer service, orders, or refunds.
The previous version of this page described customers praising Citizen craftsmanship and durability and complaints involving customer service, warranty claims, and repair service. Those claims were not supported by reviews submitted to this CSN listing and should not be treated as CustomerServiceNumbers.com review findings.
How to Escalate a Citizen Watch Complaint
- Identify whether the problem involves an order, return, warranty claim, repair, part, or product question.
- Call Citizen Customer Care at 1-800-321-1023 or submit a support ticket.
- Provide the watch model, purchase information, and repair or order number privately.
- For warranty claims, retain the proof of purchase and warranty information.
- For repairs, keep the shipping receipt and repair confirmation.
- Save repair estimates, approvals, emails, and status updates.
- If the first contact does not resolve the issue, reply through the existing support case and request additional review.
About Citizen Watch
Citizen is a Japanese watch company with a history dating to the early 20th century.
Citizen Watch Company of America represents Citizen products in the U.S. market.
Citizen is particularly known for Eco-Drive, its light-powered watch technology. Its current portfolio also includes traditional quartz watches, mechanical and automatic watches, dive watches, Atomic Timekeeping models, Satellite Wave models, and higher-end collections.
The wider Citizen watch group also includes brands such as Bulova, Accutron, Frederique Constant, and Alpina.
Frequently Asked Questions
What is the Citizen Watch customer-service phone number?
Call Citizen U.S. Customer Care at 1-800-321-1023.
What are Citizen Watch customer-service hours?
Citizen currently lists telephone support Monday-Friday from 9 a.m.-8 p.m. ET.
Where do I send a Citizen watch for repair?
Start a repair request through Citizen’s Parts & Services system first. Current U.S. service instructions direct approved repair shipments to Citizen’s Houston facility at 4321 W. Sam Houston Pkwy N., Suite 170, Houston, TX 77043.
How long does a Citizen repair take?
Citizen currently says typical warranty and approved paid repair work takes approximately 30-45 business days, excluding shipping and transit time.
How long is the Citizen watch warranty?
Qualifying Citizen watches generally have a five-year limited warranty in the United States. Citizen currently states that CZ Smart models have a one-year limited warranty.
Does Citizen Eco-Drive need a battery replacement?
Eco-Drive uses light to charge a rechargeable power cell. If the watch stops, review the model-specific charging instructions before assuming a conventional battery replacement is needed.
Can I return a watch purchased from CitizenWatch.com?
Eligible direct purchases currently have a 30-day money-back guarantee. Watches must meet Citizen’s return-condition requirements and Final Sale items are excluded.
Can I return a Citizen watch bought from another retailer to CitizenWatch.com?
Generally no. Purchases from retail partners are subject to the retailer’s return policy, although an applicable Citizen manufacturer warranty may still apply.
Related Watch Customer Service Pages
- Bulova Customer Service, Warranty and Repairs
- Fossil Customer Service, Warranty and Watch Repairs
- Luminox Customer Service and Reviews
Why Trust CustomerServiceNumbers.com?
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Share Your Citizen Watch Customer Service Experience
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Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information and review website and is not affiliated with Citizen Watch Company of America, Citizen Watch Co., an authorized retailer, or a Citizen repair center. CustomerServiceNumbers.com cannot access Citizen orders, approve warranty claims, repair watches, provide repair estimates, issue refunds, replace parts, or respond on behalf of Citizen. Phone numbers, hours, repair locations, warranty rules, return periods, parts availability, and support procedures can change. Verify important information through Citizen’s official Help Center before mailing a watch or relying on a warranty or return deadline.