Customer Support Policy

Signature Watches | Last Updated: May 27, 2026 | Website: https://goshopcara.com/

limitations.

Support channel

Email: SP@VIP.com SP@VIP.com

Support days

Monday through Friday.

Typical reply time

24 to 48 business hours for complete requests.

Supported market

United States customers only.

Shipping origin

Hong Kong.

1. Purpose of This Policy

This Customer Support Policy explains how Signature Watches handles customer service requests, order

questions, shipping questions, manufacturer defect claims, privacy requests, and general website support.

It is intended to set clear expectations for customers before and after purchase.

2. Support Channel

The primary support channel is email at SP@VIP.com. Email allows us to verify details, review order

records, evaluate photos and videos, track requests, and provide clear written instructions. We may not be

able to resolve order-specific issues through public social media comments, direct messages, or

unsupported messaging channels.

3. Support Hours

Support is available Monday through Friday, excluding weekends and public holidays. Messages received

outside support hours are treated as received on the next business day. Our standard response time for

complete requests is 24 to 48 business hours.

4. Information Required for Support

• Order number or confirmation number.
• Full name used at checkout.
• Email address used at checkout.
• Shipping ZIP code.
• Tracking number for shipping questions.
• Photos and video for product condition, damage, or manufacturer defect questions.
• A clear description of the request and the outcome you are asking us to review.

5. Order Support

Order support can help with order confirmation, processing status, tracking details, address questions

before shipment, cancellation requests before processing advances, payment verification questions, and

general order communication. We cannot guarantee address changes, cancellations, or delivery date

changes after an order begins processing or ships.

6. Shipping Support

Shipping support can help interpret tracking, explain international delivery stages, review delayed

shipment questions, and open carrier investigations when appropriate. Because orders ship from Hong

Kong to the United States, tracking may pause during export handling, customs review, airline transfer,

U.S. import processing, or domestic carrier handoff.

Support cannot control customs authorities, carrier scan timing, delivery route decisions, weather delays,

airline transfer delays, or final-mile carrier procedures.

7. Manufacturer Defect Support

If you report a possible manufacturer defect, support will ask for photos, video, order details, and a

description of the issue. Support may request additional evidence before deciding whether the issue

should be reviewed under the Return and Refund Policy or Warranty Policy.

A support reply asking for more information does not approve a return, refund, exchange, repair, or

warranty remedy. Any remedy requires review and approval under the applicable policy.

8. What Support Can Help With

• Product page questions before purchase.
• Order confirmation and processing questions.
• Shipping status and tracking questions.
• Manufacturer defect review and return authorization requests.
• Warranty review requests.
• Payment status questions that do not require disclosure of sensitive payment credentials.
• Privacy requests, cookie questions, and account questions.

9. What Support Cannot Do

• Approve returns for buyer's remorse, preference changes, wrong style choice, wrong size preference,

or color preference.

• Guarantee a specific delivery date unless a written delivery guarantee is expressly offered and

confirmed.

• Change customs decisions, import processing, carrier rules, or third-party payment processor

decisions.

• Refund an order before the applicable review, inspection, or approval process is complete.
• Provide legal, tax, customs, appraisal, investment, authentication, or resale advice.
• Accept abusive, threatening, harassing, discriminatory, fraudulent, or bad-faith communications.

10. Escalation and Investigation

Some requests require escalation or investigation. Examples include lost package claims,

delivered-but-not-received claims, payment disputes, suspected fraud, damaged package reports,

manufacturer defect claims, and warranty review. Investigations may require carrier responses,

warehouse review, product inspection, payment processor records, or additional customer documentation.

11. Customer Responsibilities

• Provide accurate order and contact information.
• Monitor email for support replies and requests for additional information.
• Keep all packaging, labels, accessories, manuals, warranty cards, and product materials when

reporting a problem.

• Do not return products without written authorization.
• Package authorized returns securely and follow the instructions provided.
• Use respectful communication and avoid sending sensitive payment credentials by email.

12. Contact

To contact support, email SP@VIP.com. For the fastest review, include your order number and complete

evidence in the first message.