Ordering & Configuration
How does the configurator work?
You choose each component of your watch — movement, case, bezel, dial, hands, strap, and packaging — and add engraving where you want it. Once you submit your order, Zaid and Matt review your build and confirm compatibility before production begins.
Can I change my order after placing it?
Yes, within 48 hours of placing your order you can request changes at no charge. After production begins, changes may carry a small fee depending on what has already been assembled.
Do you offer consultations for custom builds?
Absolutely. If you want help choosing components — or have something specific in mind that isn't in the configurator — email us and we'll work through it together.
Are all component combinations compatible?
We design the configurator to only surface components that work together. We also review every order manually before production starts, so if something doesn't fit we'll reach out before we build anything.
Can I buy a watch that isn't custom?
Not currently. Every Mastier is built to order. That's central to what we are. The Classic, Sport, and Luxury presets in the configurator are a good place to start if you want a recommendation.
Production
How long does it take to build my watch?
Production takes 3–5 weeks from order confirmation. Complex engravings or special components may add a week. We'll keep you updated at each stage.
Where is the watch assembled?
Every Mastier is hand-assembled in our workshop in Virginia, USA by Zaid and Matt. We don't use a third-party assembly house.
What movements do you use?
We use Swiss automatic movements from Sellita and ETA — the same calibers found in watches sold at several times our price. All movements are regulated and tested before installation.
Do you do water resistance testing?
Yes. Each case is pressure-tested before the watch leaves our workshop. ATM ratings listed per case are what the manufacturer certifies; we verify the seal is intact before shipment.
Shipping
Do you ship internationally?
Yes. We currently ship to the United States, Canada, the United Kingdom, Australia, and most of Europe. If your country isn't listed at checkout, email us — we may still be able to help.
How is the watch packaged for shipping?
Your watch ships double-boxed — the presentation box inside a padded outer shipping carton. All orders are fully insured and require a signature on delivery.
How long does shipping take once the watch is built?
Domestic (US): 2–3 business days via FedEx or UPS. International: 5–10 business days. You receive a tracking number as soon as your package leaves the workshop.
What if my package arrives damaged?
Contact us immediately with photos. Every shipment is insured at full value. We'll arrange a replacement or repair at no cost to you.
Warranty & Returns
What warranty do you offer?
Two years from the date of delivery. The warranty covers manufacturing defects in the movement, case, and dial. It does not cover normal wear, scratches, or water damage from exceeding the case's rated depth.
Can I return a custom watch?
Because every Mastier is built specifically for you, we don't accept returns for change of mind. If there's a defect or error on our part, we'll make it right — repair, replace, or refund, at our discretion.
What if something breaks outside of warranty?
We offer servicing for all watches we've built. Movement service, crystal replacement, case polishing — email us and we'll quote a flat rate. We'd rather keep your watch running than see it shelved.
How do I make a warranty claim?
Email us with your order number and a description of the issue. We'll send a prepaid return label and handle the rest.