Warranty

Go ahead, get rough.

We expect you to bring TruWood with you wherever you go. Every item carries a 12-month manufacturer's warranty. If yours breaks, we'll replace it at no charge, even if it was your fault. You just cover shipping.

How a claim works

  1. Gather your warranty info

    To keep your claim moving and get it processed quickly, include as much detail as possible, clear photos or video of the issue, your order number and let us know if additional warranty coverage was purchased.

  2. Submit your claim

    Complete the warranty claim form, or email us directly at info@mytruwood.com.

  3. Hear Back From Our Team

    You may receive an automated response if we need more information to review your claim. Once we have everything we need, your ticket will be passed along to a member of our team. We’ll typically get back to you within 24 hours during regular business hours, Monday–Friday. Response times may be longer during peak periods and around holidays.

  4. Get Your Next Steps

    Once your claim has been reviewed, we’ll let you know what comes next. Depending on the issue and warranty coverage, this may include troubleshooting, a replacement product, or another solution.

Terms and exclusions

What is covered?

We offer our standard 12-month manufacturer warranty which covers all internal defects for a whole year after receiving your product. This includes having the watch stop ticking or on any internal components that malfunction.

What isn't covered?

Our warranty doesn’t cover accidental or physical damage unless it arrived in that condition and we're notified within 10 days of the delivery date. This policy is put in place to avoid cases where the watch was accidentally damaged after the initial delivery and we don’t really have any way of verifying how the damage occurred.

File a warranty claim

Before you submit, please include

1. Your order number, which starts with TW
2. Approximate order date
3. Product name
4. What happened, in as much detail as you can
5. Clear photos or video of the issue: a close-up of the damage plus a wider shot
6. Whether you purchased extra warranty coverage (Adventurer, Explorer, or Extend)

Don't have your order number, or was it a gift?
Send us the name, email, or shipping address of the person who bought it and we'll find it.

Photos are the fastest route to approval, so attach clear shots of the damage and of your original packaging if you still have it. Accepted formats: JPEG, HEIC, WebP, GIF, PDF. PNG files are not accepted, so save or export as JPEG instead.

Form not loading? Open it in a new tab or email info@mytruwood.com.