Q and A







Chelsea FAQ's

For some fun facts about Chelsea Clocks, click here.

1. Where can I have my Chelsea Clock serviced?

Chelsea Clock Company repairs all products at its headquarters in Chelsea Massachusetts. Chelsea Clock has no other authorized repair facilities. It is recommended that all Chelsea products and other repairs be sent to our factory for service. Click here to submit a Service Request Form, or bring it in to The Clock Gallery, and we will properly box it up and ship it to the factory for you and notify you when it has been examined. If repairs are authorised by you then you will be notified upon completion of the work and when it has returned to The Clock Gallery.

2. Besides Chelsea, do you repair other brand name clocks?

Yes, as the largest clock repair facility in the United States, we proudly service a wide variety of well-known brands. Clocks are examined by our onsite technicians in order to determine whether they can be repaired, at which time a free estimate will be provided. All you need to do is bring in your clock to The Clock Gallery and we will take care of everything.

3. Do you sell clock parts?

We do not currently sell clock parts, however from time to time may have limited parts available for vintage or current pieces. Please contact our repair department for more information.

4. Do you service clocks offsite...in the home?

Chelsea Clock technicians will occasionally make house calls for large or heavy clocks that are difficult to send in for service. Determination will be made upon request depending on the type of service needed as well as location. Additional service fees may apply.



5. What can be used to clean the brass case that has pitted and tarnished?

Once the protective lacquer coating has been damaged, worn, or has been removed, the brass will tarnish. It must be refinished to bring back the original bright luster and then re-lacquered to prevent tarnish. No cleaner or polish will improve the condition. Refinishing is available at our repair facility.

6. How often should my clock be serviced?

Depending on the environment and care given, it is recommended that mechanical clocks be tuned up and serviced approximately every 7 years.

7. How long will it take to repair my clock?

Repairs can take as little as 2-3 weeks or sometimes several months, depending on the complexity of the clock and service required. A more accurate estimate will be provided upon examination.

8. How should I pack and ship my clock?

Please take extra care to double-box the clock to avoid damage while in transit. Be sure to include a completed Service Request Form containing contact information as well as a description of the repair or service work you would like performed. Shipping is recommended via UPS (or preferred carrier) along with declared insurance on your item.

9. How can I determine if my clock requires regulation?

All clocks are finely regulated when they leave our factory. However, environmental conditions, age, and other factors can minutely affect their accuracy over time. It is expected that a mechanical clock may have a time rate variance of +/- 60 seconds per week, however this variance can compound and increase over time. For instructions on how to compensate for a time gain or loss, please consult with your owner’s manual.


10. Is it possible to over wind my clock?

No, it is not possible to over wind your Ship’s Bell or Shipstrike Clock. An under wound clock will sometimes have an inconsistent chime or may not keep accurate time. When it comes time to wind the clock, be sure to wind both keyholes (clock mainspring and strike mechanism) completely each time (turn the key until you cannot turn it any further).

11. My clock chimes inconsistently, how can I fix this?

More than likely this is caused by not fully winding the clock. To resolve the issue, wind both the clock mainspring (right keyhole) and the strike mechanism (left keyhole) fully. Next, turn the minute hand clockwise to the correct time, stopping at each hour and half-hour point to allow the bells to strike their full count. The hour hand should never be moved manually; all adjustments should be made by moving the minute hand.

12. How should I care for my clock if I am going on vacation or unable to wind it for extended periods?

If you are not going to be with the clock for over 1 week, be sure to fully wind both keyholes on the clock. Then insert the black tube into the winding arbor in the front of the clock (provided with the clock’s original packaging). This will ensure that the clock does not wind down completely.

13. How do I adjust my clock for Day Light Savings?

Instructions for Mechanical Ship’s Bell and Shipstrike Clocks:

Fall: Move the minute hand forward to the correct hour. Never move the hand backwards. If the clock is striking, ensure the strike has completed before adjusting the hands.

Spring: Move the minute hand forward one hour, stopping at the hour and half hour to allow the bells to chime completely.

Instructions for Shipstrike Quartz Clock:

The hands can only be moved forward to adjust the time, as moving them backwards will cause damage to the movement. Be sure to stop at the hour and half hour to allow the bells chime completely when resetting the time.




Warranty

All Clocks are guaranteed for a period of 1 year against manufacturers defects, unless otherwise stated. Abuse, mis-handling, and damage due to shipping are not covered. The only cost you will incur would be for shipping expenses, if necessary. However, begin by giving us a phone call, since problems can often be solved over the phone. Prior to returning a defective clock, you must first contact The Clock Gallery for approval. Please refer to the "Return Policy" for shipping instructions.


Returns

In case of defective product:

  1. Defective products can be returned within 10 days of original purchase. After 10 days, you will need to contact the manufacturer to have the product repaired or replaced under warranty, if applicable
  2. If a product is defective, please contact The Clock Gallery at (907) 258-2050 or by email (info@alaskaclockgallery.com). If it can be returned, we will send a UPS return label in the US Mail to your address or via email.
  3. Carefully re-pack the clock into it's original packing and shipping boxes (The clock carton is NOT a shipping carton). Remove all original labels that are on the shipping box.
  4. Once you receive the return label, please affix it to the original shipping box. Take the package to your local UPS Store, or schedule a UPS pickup and they will accept the labeled package free of charge
  5. Once we receive the returned item, we will credit you back the original purchase price to the credit card that was used for the purchase or send a refund check.

Other Returns

  1. All Floor Clocks (Grandfather) are non-returnable.
  2. If the goods do not meet your expectations, (with the exceptions mentioned above) you may return them within 10 days after receipt. After 10 days your sale is final. All returned items will be charged a 15% restocking fee.
  3. You must first get a Return Code from The Clock Gallery before returning an item. Please contact us at (907) 258-2050 or by email (info@alaskaclockgallery.com) to get a return code
  4. Carefully re-pack the clock into it's original packing and shipping boxes (The clock carton is NOT a shipping carton). Remove all original labels that are on the shipping box.
  5. Write the previously acquired return code on the outer shipping box so that we may identify your return when it arrives.
  6. If your product was shipped to you via UPS, then you must ship UPS.
  7. You MUST take insurance on the shipment for the original purchase price, to account for the possibility of damage during the return shipment. You are responsible for all shipping costs.
  8. After shipping, you must email (info@alaskaclockgallery.com) or call us at (907) 258-2050 to give us the tracking code for the return shipment
  9. The item must arrive back to The Clock Gallery in resellable working condition. Credit cannot be given for returns that do not meet the above conditions.
  10. All returns will be charged a 15% restocking fee. Additional original shipping charges will not be refunded on returned clocks. This includes overnight, 2nd day, Priority Mail, etc. shipping charges.
  11. Once we receive the returned item, we will credit you back the original purchase price (-15% restocking fee as mentioned above) to the credit card that was used for the purchase or send a refund check.
  12. The right to return goods does not apply to products for which discounts have been granted or International orders.