Frequently Asked Questions
Customer Service Hours:
Live Chat and Phone: 11am - 6pm
- Your Account
You can create a customer account to keep track of all your orders. Of course you can also order without having a customer account. If you have further questions about your account, please contact us via our Contact Form.
- Redeem Your Voucher
You can redeem your coupon at checkout (in “Your Bag”) by entering your personal coupon code in the “Coupon Code” field. Only one coupon can be redeemed at a time. If you're having issues, please use our Contact Form to reach out to our Service Crew.
- Exchanging Your Order
You can only change your order, if you haven’t paid yet. In this case, please contact us through our Contact Form and tell us which product you’d preferably have. If you’ve paid your products directly in the order process, there’s unfortunately nothing we can change subsequently, as your order is immediately forwarded to our shipping providers during the processing procedure.
- Canceling Your Order
If you’ve literally just paid, there might be a possibility to cancel your order before it ships. Otherwise, as soon as you’ve received your order, you can make use of our return policy and send the products back to us for a refund.
- Your Order Status
After placing your order, you receive an automatic order confirmation. As soon as your payment as been accepted you will receive an emailed receipt. Once your order has been scanned by FedEx, you’ll receive an email with your tracking number. We cannot track orders below $50.
We currently ship to all 50 states. Your package is delivered via FedEx and usually arrives within 3-5 business days. Of course we try to process every order as quickly as possible.
- Changing Your Address
Changing your address after your order has been placed is possible in some cases. Our Service Crew can tell you, whether we are able to change your address. Use our Contact Form or call (347) 790-1766 (11AM - 5PM EST) to get in touch.
- Tracking Your Order
With your shipping confirmation, you’ll receive a tracking number, that you can enter at FedEx.com to check the status of your order. After the shipping confirmation, it can take up to 24 hours, till the system has registered your order with FedEx. Please be aware, that there is no possibilty to track orders below $50.
- Returning Your Product
You can return Kapten & Son products that you’ve ordered in our online shop within 30 days after receiving the order. To do so, fill out our Contact Form to inform us about your return. As soon as we’ve received your return, we will refund the amount via the same payment method used for purchase.
- Exchanging Your Product
You’ve suddenly fallen in love with a different model and would like to change the one you’ve ordered? Of course, that is possible. Simply follow the instructions on "Returing Your Product."
Please include a note stating that you're exchanging/returning your product. As soon as we've received the return, we will refund the amount to your account/card on file. With the refund you can order your new product.
Kapten & Son stands for high- and long-lasting quality. Therefore we offer you a 24-month warranty from the date of purchase. Within the warranty period we will replace products affected by material or manuafactuting defects. Please reach out to our Service Crew via our Contact Form . We will get in touch with a solution for you as quickly as possible.
Warranty does not cover:
1. Any damage regading the battery or straps.
2. Damage caused by incorrect usage or accidents (e.g. shock, fall, high water intrusion, scratches on crystal)
The warranty does not extend by unauthorized interference of the buyer or third party. The warranty period does not prolongue through taking use of the warranty. Neither can contamination of the product cause warranty claims. If your Kapten & Son product has defects, please include your invoice as a voucher when returning the product.
- Incorrect Delivery
If you’ve received a different product than you ordered, please contact our Service Crew via the Contact Form.
- Retail Purchasing
If you’ve bought your product at one of our retail partners' stores, please refer to them in case of return or warranty claims. Products, that weren’t ordered in our online shop can only be returned to the retailer.
Questions about Campina / Campus
- Product information:
Clockwork: Quartz clockwork by the swiss company RONDA
Campina Diameter 36mm
Campus Diameter: 40mm
Crystal: Hardened Mineral Glass
Caseback: Screwed Stainless Steel panel with elegant Kapten & Son engraving
Water Resistance: 5 ATM
Warranty: 24 months
- Changing Your Strap
All our straps are exchangeable. Individualistic for every kind of event. The videos show you, how you can easily exchange one for another.
- Adjusting the Length of Your Mesh Strap
Your wrist is smaller than the length of your mesh strap? Let’s quickly show you how you can change the length of your strap:
- Open the mesh strap by lifting the safety bracket and panel
- Take your Kapten & Son Tool and place it over the adjustable sealing cap (view illustration)
- To open the adjustable sealing cap, carefully push your tool down to lift the cap
- Now you can move the adjustable cap on the strap in both directions untill you’ve found the perfect length for you.
- To lock, push down the sealing cap again.
- Cleaning Your Nylon Strap
You can machine wash your Kapten & Son nylon strap on a cold wash cycle.
Questions about our PURE watch
- Product details
Case: Stainless Steel 316L Nickel-Free
Diameter: 38 mm
Case Thickness: 6 mm
Crystal: hardened mineral glass
Water Resistance: 3 ATM
Warranty: 24 months
- PURE Watch Strap
Your PURE watch comes with a unique silicone strap. We curently do not offer any additional straps for this watch.
- Cleaning the Silicone Strap of Your PURE Watch
You can carefully clean the silicone strap with luke-warm water and a fuzz-free cloth. The watch is splash-proof but should not be held under running water or submerged.
Questions about our sunglasses:
- Dioptric Strength
Unfortunately our sunglasses are not available with dioptric strength. But for real, do you seriously want to see everybody on the beach?
- Cleaning Your Sunglasses
The best way to clean your sunglasses is with warm soapy water. Rinse the glasses afterwards and dry them with a soft cloth. Please do not use any aggressive cleaning agents, as this could have devestating effects on your glasses' mechanics.