FAQs
Frequently Asked Questions
Helpful answers for clock repair, watch service, grandfather clock care, estimates, service calls, parts, warranties, pickups, and more.
The Clock Shop of Richmond, LTD is here to help you better understand our process before you bring in your timepiece or schedule service.
I called during business hours but could not reach anyone. What should I do?
We apologize and absolutely want to hear from you. Because of high customer traffic and heavy phone volume, we do miss calls. The best way to contact us is through our Contact page or by email. Emails received over the weekend will be answered on the next business day we are open. Please do not leave voicemail messages, as they go unchecked due to the large number of calls and messages we receive. If you are contacting us about a repair, please include your account number.
Will the shop call me with repair updates?
Due to the large number of clocks and watches we take in, we are not able to make routine update calls for every customer. We will contact you once your item is ready for pickup. If you would like an update before then, you may call the shop anytime.
Can I keep my clock at home until you are ready to work on it?
No. We have tried queue lists in the past, but they created delays and extra follow-up that made the process less efficient. Once a customer is called, the clock must still be brought back in, re-entered into the computer, and checked in again. For that reason, this is not a service we offer.
Do you make house calls for grandfather clocks?
Yes, but only for floor-standing clocks. Please visit our In-Home / Office Service Calls page for more information and scheduling details.
Do you move or transport grandfather clocks?
We are able to pack a grandfather clock for a move, but we no longer move or transport them. We also do not move them within a room, even if the distance is short.
Do you sell packing materials for moving a clock?
No. Please visit your local movers or moving supply company for packing materials. You may also find our How to Pack & Move a Grandfather Clock page helpful.
My clock was damaged. Can I get an estimate, and do you bill the third party directly?
Repair estimates generally take 3 to 4 weeks. We do not offer third-party billing and require the minimum quoted amount up front. Customers may choose to pay us directly and then seek reimbursement from the responsible third party. Storage fees apply to items left over 60 days. Invoices unpaid 10 days after the invoice date incur 10% monthly interest until paid. You may also review our Clock & Watch Intake Estimates page for more information.
My clock is still running but has not been serviced in many years. Should I bring it in?
You may bring it in for an estimate now, or allow it to continue running until you notice issues. Mechanical clocks require regular service every 2 to 3 years. If recommended maintenance or repairs are declined, we are unable to warranty the item.
My clock was repaired a few years ago and is now due for maintenance again. Does it still need to be evaluated?
Yes. Every timepiece taken in must be evaluated by the Clockmaker or Watchmaker, even if it was serviced by us in the past.
Do you hang or remove wall clocks?
No. We do not remove or hang wall clocks. Please seek assistance from a local handyman or hardware professional.
My clock is striking the wrong hour. Is there an easy fix?
On modern and quartz clocks only, this is often fixable by moving the hour hand to the correct hour. These hour hands are friction fitted, similar to a ring on a finger. Please do not attempt this on antique clocks unless we have given you direct instructions. Some clocks also have a reset wire.
I lost my winding key. Do you sell replacement keys?
Yes. Please bring the clock with you when possible so we can fit it with the best key. Arbors wear over time, and so do keys. Sizes vary from 00 to 18, and smaller keys are also used for adjusting timekeeping. Keys start at $10 each. You may also review our Extra Parts & Services page.
How do I reset my clock for Daylight Saving Time?
Modern clocks can usually be set forward or counterclockwise. Antiques and some specialty clocks must be set clockwise only. If your clock has a pendulum and you need to go back one hour, you may want to stop the pendulum and restart it at the correct time. To move the time forward one hour, move the minute hand clockwise and stop at each quarter-hour and half-hour mark so the clock can complete its striking or chiming before continuing. You may also find our Setting & Winding Your Clock page helpful.
Can you appraise an inherited clock or test whether it runs?
We do not offer appraisals. We will evaluate the movement to determine whether repairs or maintenance are needed. We do not “test” clocks brought in for estimates.
Will you test my clock just to see if it runs?
No. Items we take in are evaluated for needed maintenance or repair. Our goal is to return a clock that runs and operates properly. If we only test a clock, we cannot warranty it.
My clock is under warranty and the repair is taking longer than expected. Why?
There is no computer or machine that diagnoses a clock movement. We must observe what the movement is doing, determine what is causing the issue, and often let the clock run until it stops or develops a striking or chiming problem. Because different gears and internal parts move at different intervals, this process can take time. Your 1-year warranty begins again upon pickup or delivery. For more details, please visit our Warranties page.
A hand broke off my clock, but the clock still runs. Can you just fix the hand?
Every timepiece we take in is evaluated for needed maintenance and repair. If the clock is due for service, we do not perform hand-only or other small part-only work without addressing the larger needs of the movement.
Do you repair music boxes or victrolas?
No. We only repair and service horological items.
Can you guarantee my repair will be finished by a certain date?
No. We do not promise or guarantee repairs by a certain date. Any time frame provided is approximate and depends on the repair needs of the item and current shop volume.
Do you sell clocks?
Yes. We offer antique clocks and new clocks through in-store catalogs. All resale and consignment clocks include a 1-year warranty and usually require some repairs before sale.
Do you buy clocks or watches?
We may consider purchasing a clock if it is something unusual, but because we have received many donated clocks since COVID, it would need to be something special. You may email photos or bring it in for evaluation, and please let us know what price you are hoping to receive. We no longer buy or sell watches. Watch work is repair only.
Can I get a watch battery replaced while I wait?
Sometimes, depending on shop traffic and the type of watch. Due to increased traffic for battery replacements, you may be asked to leave it with us, and we will call once it is completed. Battery replacement pricing typically ranges from $20 to $75 depending on the watch and how the battery is accessed. Higher-end watches and cases with small screws must be handled by our watchmaker, who is usually here on Tuesdays and Wednesdays after 2pm. Please call ahead to confirm he is here before arriving. We will replace only one battery while you wait. Additional watches must be checked in due to high walk-in traffic.
Can you repair a loose grandfather clock base at my home or in your shop?
No. We are not able to install clock bases in customers’ homes or in the shop, and we do not move or transport the cases. We also do not offer cosmetic repairs. Please contact a local wood repair shop or handyman for assistance. Referrals are available upon request.
My clock is due for oiling. Can I use any lubricant or oil?
No. Clock oil is synthetic and lighter than sewing machine oil. Other lubricants should not be used on clocks or watches. We do sell clock oil for customer use, so feel free to stop by for an oiler.
Do you carry replacement bulbs for clocks with lights?
No. We do not carry or supply replacement light bulbs.
Will you replace a frayed cord on an electric clock?
No. We do not work on electric items. Please contact a licensed electrician for that type of repair.
Need More Help With Your Timepiece?
Whether you need an estimate, an in-home service call, extra parts, warranty information, or help preparing for pickup, our website has helpful resources to guide you.