Important Note

This is not a printable or fillable form. If you would like a paper copy, please stop by the shop at your convenience.

No Clock Transport

We do not relocate, move, or transport grandfather, tall case, or floor-standing clocks.

Need Moving Help?

For transport assistance, please call Moving Made Easy at 804-658-0315. They bill directly and do not tune or repair clocks.

$295

Base service call charge for one mechanical floor-standing clock.

$125

Each additional clock evaluated during the same visit, unless tubular bell.

+$150

Additional charge for each tubular bell clock, including each extra tubular bell clock.

$590 Minimum

If clock parts are returned unrepaired after pickup from the home, minimum two service calls apply.

Service Call Policies

This service is available only for mechanical, floor-standing clocks within a limited 30-mile radius. We do not offer free in-home or office estimates. The base service call charge is $295.00 for one clock.

Each additional clock evaluated during the same visit is $125.00. If an additional clock is tubular bell, the additional charge is $150.00. Example: two grandfather clocks that are not tubular bell would be $295 + $125.

If your clock needs complete assembly or if all internal parts have been removed from the case, there will be additional charges. Please let us know in advance. If we arrive and the clock requires unexpected assembly that prevents the scheduled work, we may need to reschedule and you will still be charged the $295.00 service fee.

Any base service charges are not credited toward future repair costs. Please note that we are only able to oil clocks on site. If a clock only receives assembly or setup, no warranty applies unless specifically stated otherwise.

If your movement needs more than oiling, the clockmaker will need to bring the mechanism, weights, pendulum, hands, and related parts into the shop for repairs. You will be advised of the needed repairs, pricing, and approximate repair time. We do not oil a movement that is in need of other repairs.

Payment, Deposits & Charges

If you change your mind and want your clock parts returned unrepaired after they have been removed from the home, there will be a minimum service charge of $590.00 for two service calls, and additional labor or parts charges may apply.

The base service call fee is due at the time of service. Additional repair charges are due upon completion or delivery. Payments received more than 10 days after invoice date will incur 10% interest per month until paid in full. Storage fees may also apply.

A down payment may be required. The clockmaker will advise you on site. All subcontract and third-party work must be paid in advance. We do not offer third-party billing.

We accept Visa, Mastercard, American Express, Discover, cash, and checks. Valid ID is required for checks. Returned checks incur a $75.00 fee.

Arrival, Confirmation & Appointment Rules

You will be given a 2 to 3 hour arrival window. A confirmation phone call will be made the morning of your scheduled visit using the phone number you provided.

If there is no answer or timely response to the confirmation call, your service call will be canceled. If no one is home or answers the door within 15 minutes of the clockmaker’s arrival, you will still be charged the $295.00 service call fee to reschedule.

A responsible adult must be present during the scheduled appointment in case the clockmaker has questions or needs additional information. If no responsible adult is present, the call will be canceled and the $295.00 fee will apply. You may reschedule after payment is received.

We ask that you keep a distance of approximately 6 feet from the clockmaker whenever possible.

Keys, Access & Special Parts

If you need a door key or winding crank, please tell us before your appointment. We cannot guarantee that we will have one that fits your clock.

If we are unable to access the clock and must reschedule because a needed key or crank is missing, there will be a $295.00 service charge.

Skeleton keys are not available, and we do not have a source or reference for them.

Important Service Limitations

There are numerous parts and movements currently on backorder, which may affect repair time.

Items left on, in, or around the clock must be removed for safekeeping. This includes glass shelves in curio clock cabinets. If the clock must be moved or adjusted, we are not responsible for items that fall, break, or become damaged.

There is no true volume control on mechanical clocks. The clockmaker can only adjust the hammers to strike at the appropriate tone. If a service call is requested for sound-related issues, the minimum service charge is $295.00.

There will be charges for service calls involving misuse or damage from outside causes. This includes, but is not limited to, clocks that have been moved and need leveling or setup, clocks that have wound down and jammed, timekeeping issues, and clocks that are out of beat.

Always refer to your original instruction manual when possible. We do not have copies of clock manuals, though many may be found online.

We do not offer clock relocations, case or wood repairs, appraisals, decorative repairs, replacement light bulbs, electrical work, or installation of leveling feet or felt padding.

Floor Protection, Shop Transport & Warranty Notes

If you wish to protect your floors, please install felt pads on the clock’s leveling feet or under the four corners before the appointment. If the clockmaker must move the case, we are not responsible for scratches caused by the case or feet.

The clockmaker will not transport wall clocks, mantel clocks, or watches into the shop for estimates. These items must be brought in by the customer.

Timekeeping is not warrantied and remains the responsibility of the owner. We warrant only that new parts are free of manufacturing defects. No other warranties apply and are expressly disclaimed.

Clocks that we have repaired and are moved within one year are not covered by warranty. We are not responsible for age-related issues such as falling numbers, worn weight hooks or caps, or similar age-related failures.

No attempts will be made to adjust or repair antique clock moon dials or calendar functions such as day, date, or month.

Storage, Collection & Legal Notice

Repairs or property not picked up after 60 days will incur storage fees of $35 per month and may be considered abandoned.

Any court costs or attorney fees associated with collecting unpaid balances will be the customer’s responsibility.

The Clock Shop of Richmond reserves all rights under Virginia Code § 46.2-644.02 and § 46.2-644.03.

Before You Schedule

If your clock cabinet, including broken feet, needs repairs, those repairs should be completed before scheduling a service call. The cabinet houses the movement and must be stable. Some clock movements can weigh upwards of 50 pounds, and the weights themselves can also be very heavy.

All major case repairs should be completed before any service call is scheduled and before repairs begin. Repairs to clock cases can affect alignment and may require later adjustments. If an additional service call becomes necessary, there will be a $295.00 charge.

Because of age-related wear, mixed parts, broken parts, or missing parts, there is no warranty or guarantee on antique clock moon dials or day/date/month functions. No adjustments or repairs to those features will be attempted.

What Happens After We Receive Your Approval

Once we receive your agreement or signed policies sheet, we will contact you within approximately 3 to 4 weeks.

We will ask for details such as:

• Who manufactured the clock
• Whether it is wound by crank, key, or chain
• Whether it is a tubular bell clock
• Any service or maintenance history
• The reason for the visit and current issues, if any
• Whether the clock is simply due for maintenance

Scheduling Details

Service calls are scheduled on Wednesdays, Thursdays, and Fridays only. We are usually booked out for several months and do not offer expedited services.

A typical service call can take 30 minutes to 1 hour. Tubular bell clocks and more complex clocks may take longer.

You will receive a 2 to 3 hour arrival window, and we will call on the morning of your appointment to confirm.

As times change, our in-home and office policies may be updated. Any updates will be posted on this page.

Packing for Moves & Shop Repair Reminders

We do not move or relocate grandfather clocks, but we can pack and prepare them for a move. You must supply all packing materials, including moving blankets and boxes, because loose parts such as weights, pendulums, tubes, glass panels, and finials must be removed for safe transport.

If your dial has loose numbers or parts, the item will need to come into the shop for repair.

Please remember that we are only able to oil clock movements in-home. All other repairs would need to be completed in the shop, and the clockmaker will advise you on site.

Warranty Service Call Reminders

Floor-standing clocks that are moved within one year of our repair or service are not covered by warranty. There will be a minimum fee of $295.00 to re-level and set up those clocks.

Warranty service calls involving misuse, unrepaired parts failing, timekeeping issues, volume or sound complaints, wound-down or jammed clocks, or clocks that are out of beat will be charged a minimum service fee of $295.00.

Inclement Weather

If the forecast is calling for several inches of snow or ice on the day of your appointment and you do not receive a confirmation phone call by 10:30 AM, we have most likely closed for safety reasons. We apologize for the inconvenience and will contact you to reschedule once we are back in the office. The safety of our staff and the care of your timepieces are very important to us.

Respectful Conduct Policy

The Clock Shop of Richmond will not tolerate abusive language or behavior. We reserve the right to refuse service at any time. No estimate, service call, or deposit fees will be refunded.