Q. “I have called The Clock Shop of Richmond during business hours, but I am unable to reach anyone?” 

A. We apologize and want to hear from you! Due to high customer traffic and phone calls, we do miss calls. You may contact us here by clicking on the “contact” tab above or email us directly, CSRLTDVA@hotmail.com. Emails received on the weekend will be answered on the next business day, that we are open. Do not leave messages on the answering machine as they go unchecked due to such a large amount of phone calls/messages that we receive. If you are inquiring about a repair, please provide your account number.

Q. “Will the clock shop call me with periodic updates? I want to know the status of my clock repairs?” 

A. Due to the large influx of clocks/watches we take in, we do not have the manpower to call every customer with updates. We will call you once your item is ready for pick up. You may call the shop anytime for an update.

Q. “I was told repairs will take 4-6 months on my clock. Is it possible to keep my clock at home and have you call once you are ready to work on it?” 

A. We have tried queue lists in the past, but ultimately, we can never catch up (Yes we stay that busy!). Due to more phone calls having to be made and the waiting for a customer to bring the clock back into us, re-enter the item in the computer, this is not a service we offer.

Q. “I am having issues with/need maintenance on my Grandfather clock, do you make house calls?” 

A. Yes, but only on floor standing clocks. Please click on the “In-Home/Office Service Calls,” tab for more information and how to get scheduled!

Q. “I am moving and need someone to pack and move my grandfather clock, do you move them?” 

A. We are able to pack a clock for a move but we no longer move or transport them.

Q. “I am having some house repairs done and I need the clock moved about 10 feet in the same room?” 

A. We only offer packing services and will not move or transport floor standing clocks.

Q. “Do you sell packing materials to move a clock?” 

A. No, please visit your local movers for these items.

Q. “My clock was damaged, and I need an estimate on repairs? Do you bill the 3rd party directly?” 

A. Repair estimates take us 3-4 weeks. No, we do not offer 3rd party billing and will require the minimal amount quoted, up front. The customer has the option to pay upfront, then bill the 3rd party. Storage fees apply on items left over 60 days. Invoices paid 10 days after invoice date will incur 10% interest, monthly until paid.

Q. “My clock is currently running although it hasn’t been serviced in over 10 years, should I bring the clock in for an estimate?” 

A. You may bring the clock in for an estimate or allow the clock to run until you have issues. Mechanical clocks need regular service every 2-3 years. We are unable to warranty such items if the customer declines, recommended repairs/maintenance.

Q. “My clock is due for maintenance, you just repaired it 3 years ago. Will the estimate still take 3-4 weeks?” 

A. Yes, every timepiece we take in must be evaluated by the Clockmaker or Watchmaker.

Q. “I have a wall clock that needs to hung on the wall, do you hang wall clocks?” 

A. We do not remove or hang wall clocks. Please seek advice from your local hardware store or Handyman.

Q. “My clock is striking the incorrect hour.” (example: When the clock reads 5 on the dial, the clock is striking 10 times.) 

A. On modern and quartz clocks ONLY, this is usually fixable by moving the hour hand to the correct hour. These hour hands are friction fitted, like a ring on a finger. Please do not attempt to move the hour hand on antiques unless we have given you instructions to do so. Some clocks have a reset wire.

Q. “I lost my clocks’ winding key, do you sell keys?” 

A. Yes we do. Please bring the clock with you, when possible, so we can fit your clock with the best fitting key. Arbors become worn and so do keys. Sizes vary from 00 to 18. There are smaller sized keys for adjusting timekeeping. Keys start at $10 each.

Q. “I need to reset my clock for Daylight Saving Time, how should I get the proper time set?” 

A. Modern clocks can 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 and hour, you may want to stop the pendulum and re-start at the correct time. To advance the time one hour, move the minute hand clockwise, stopping at each quarter/and or half hour, allowing the clock to finish striking and/or chiming before proceeding.

Q. “I have a clock I have inherited and know nothing about it, will you appraise it? Is it running?” 

A. No, we do not offer appraisals. We will evaluate the movement and see if any repairs/maintenance is due. We do not “test” clocks taken in for estimates.

Q. “My clock isn’t running, will you test it and see if if will run?” 

A. No, items we take in are evaluated for any needed service or repairs. We want you to have a clock that runs and operates as it should. If we “test” a clock, we cannot warranty it.

Q. “My clock is at your shop under warranty, and it is taking longer than the initial repairs, why?” 

A. There is no computer or machine that diagnoses issues with a clock movement. So, we must figure out what is causing the issue. Usually we will set the clock up and run it. When it stops, and/or has striking or chiming issues, the Clockmaker can determine what the issue is. This process can take a while as gears and internal parts move at different intervals and like car repairs, we do not have a computer that diagnoses issues. We essentially have a puzzle to figure out. Clock movements have many moving parts even fans that control the chime and strike speed! Your 1-year warranty will start over upon pick up/delivery. Please call the shop for an update anytime!

Q. “My clock’s hand broke off but the clock is running great other than that, so i just need the hand fixed?” 

A. Every timepiece we take in will be evaluated for needed maintenance (due every 2-3 years) or repairs. If your clock is due for service we will not, just repair the hands or small parts. This is considered “Part and Piece work.”

Q. “I have a music box/victrola that isn’t working, do you repair those? I am pretty sure it has gears just like a clock!” 

A. No, we only repair/service horological items.

Q. “My clock needs to be repaired but I have a party in 2 months and i would like to have the clock back by then?” 

A. We do not promise or guarantee repairs by certain dates. All times frames given are approximate due to high customer traffic.

Q. “Do you sell clocks?” 

A. We offer antiques and new (catalogs are available in-store) clocks. All resale/consignment clocks come with a 1 year warranty and will usually require some repairs.

Q. “I have a clock that i want to sell, do you buy them?” 

A. We have had over 100 clocks donated since COVID so it will have to be something unusual for us to purchase it. You may email us photos or bring it in to be evaluated. Please let us know what you are looking to sell it for? Retail prices are down as clocks are listed all over social media for sale so the prices we pay for them are minimal.

Q. “I have an old watch I want to sell, do you buy them.” 

A. Repairs only as we no longer sell or buy watches.

Q. “I need a battery replaced in my watch, can it be done while I wait?” 

A. We are experiencing higher traffic on battery replacements so depending on how busy we are when you come in. You may be asked to leave it with us. We would call within a couple weeks, once completed. Prices vary from $15 to $75 depending on the watch and how the battery is accessed. Higher end watches & backs that have small screws must be done by our watchmaker. He is usually here Tuesday’s and Wednesday’s after 2pm. Please call to confirm he is here before arriving! We will only replace 1 battery while you wait. All other watches must be taken in due to such high walk-in traffic.

Q. “The base of my grandfather (floor standing) clock is loose and needs to be nailed back in, can this be done in my home? Or, can you take it back to your shop and fix it?” 

A. No. We are not able to install clock bases at customer’s homes or in-shop and we do not move or transport the cases. Also, we do not offer any “cosmetic repairs.” Please call your local Wood Repair Shop or handyman for advice. Referrals upon request.

Q. “My clock is due for an oiling. Can I use any lubricant or oil?” 

A. No. Clock oil is synthetic and lighter than sewing machine oil. No other lubricants should be used on clocks or watches. The Clock Shop of Richmond sells clock oil for customer use. Stop by today for an oiler!

Q. “My clock has a light but i need a replacement bulb, do you carry them?” 

A. No we do not carry or supply any light bulbs.

Q. “The cord on my electric clock is frayed and bad, will you replace it. 

A. No, we do not work on electric items. Please contact a licensed electrician for assistance.