Shipping & Warranty

SHIPPING & TAX:

Shipping Policy:

  • Free Shipping on all orders over $100 (within the continental US)
  • Special Orders for items not part of our regular catalog are excluded from this policy. Shipping costs in this case would be borne by the customer.
  • For orders below $100 the shipping rate is $14.95. Orders are shipped USPS Priority Mail.
  • For Expedited Shipping and orders outside of the 48 contiguous states please contact us at 267-544-0246 or info@germanclocksandgifts.com. We will get back to you immediately to assist you in placing your order.
  • Most items ship from our German Gift Store in Pennsylvania and will be sent via UPS Ground or USPS Priority Mail and include a tracking number.
  • Cuckoo clocks that ship from Germany will be sent via UPS Express to the 48 states and arrive typically within 3-5 business days.
  • We collect 6% sales tax for orders shipping to Pennsylvania. There is no sales tax for orders shipping outside of Pennsylvania.
  • For Canada and International orders: all local taxes, duties and fees are the responsibility of the purchaser.
  • For orders within the United States, all customs and duties are covered by us. There are no hidden fees.

How are cuckoo clocks shipped?

  • In-stock cuckoo clocks usually ship within 2-5 business days from the date of order from our Pennsylvania location.
  • We carry a large selection of authentic German cuckoo clocks in our Peddler’s Village store.
  • You can also contact us prior to placing your order for local availability and delivery estimates.

WARRANTY & RETURNS:

Product Warranty:

  • We stand behind the quality and workmanship of the products we sell.
  • Limited Two-Year Warranty: We provide a limited two-year warranty on cuckoo clocks purchased from Fehrenbach Black Forest Clocks®, covering defects in materials, workmanship, and normal mechanical function under proper use.
  • This warranty does not cover damage caused by improper handling, misuse, accidents, or unauthorized repairs.
  • Certain premium cuckoo clocks manufactured by August Schwer include a five-year manufacturer's warranty. Coverage and conditions may vary by model.
  • If your cuckoo clock develops a problem, please contact us before returning it. Telephone troubleshooting and prior return authorization are required.
  • For other products, our 30-day return policy applies to items determined to be defective.

Repair Policy:

  • We handle repairs for cuckoo clocks purchased from our website or our store.
  • If your cuckoo clock is not working properly, please consult our troubleshooting guide first. Many common issues can be resolved with a few simple steps.
  • If the problem persists, please contact us for telephone troubleshooting. This step is required before a clock can be authorized for return.
  • Our experienced in-house clockmaker in Pennsylvania provides professional repair services for eligible clocks.
  • We offer complimentary telephone support for the lifetime of your clock, even after the two-year warranty period has expired.
  • If a repair is necessary, we will provide instructions and return authorization before you ship your clock. Please do not send a clock without prior approval.
  • Customers are responsible for shipping clocks to our store unless otherwise agreed upon in advance. Please contact us first, as we may be able to help you locate a repair center closer to you.

Please remember to:

  • Always keep your sales receipt as proof of purchase.
  • Keep the original cuckoo clock box and packing materials for future transportation or repairs.
  • Always contact us before shipping your clock. Many issues can be resolved over the phone.
  • Repair services are available only for clocks purchased from Fehrenbach Black Forest Clocks®. If you are unsure whether your clock is eligible for service, please call us at 267-544-0246.

Return Policy:

  • We accept returns within 30 days from the date of purchase for new, undamaged items in resalable condition.
  • Items must be returned unaltered, in their original box and packaging, and securely packed to prevent damage during return shipping.
  • A restocking fee of up to 20% may apply in exceptional circumstances, particularly when merchandise has been used or can no longer be resold as new. This fee does not apply to verified defective merchandise or errors on our part. Any restocking fee must be approved by management.
  • All sales are final on special orders, sale items, and Anri figurines.
  • Damaged shipments must be reported within 3 business days of delivery. Please retain all original packaging.

Handcrafted Cuckoo Clock Notice

Our authentic Black Forest cuckoo clocks are individually handcrafted and feature delicate carved and decorative elements. While each clock is carefully inspected and securely packed before shipment, small pieces may occasionally shift or become loose during transportation.

Minor detached decorative components that do not affect the function of the clock do not automatically qualify the item for a full refund. In many cases, small parts can be easily reattached.

We reserve the right to determine the appropriate resolution, which may include repair guidance, replacement parts, partial refund, or return authorization in accordance with our standard return policy.

How to safely ship a cuckoo clock:

  • All cuckoo clocks reported as malfunctioning must go through telephone troubleshooting before a return for repair or refund can be authorized.
  • All returns and repair shipments require prior authorization from Fehrenbach Black Forest Clocks®.
  • For regular returns, the clock must arrive within 10 days of the Return Authorization issue date.
  • Please include your order number or a copy of the Return Authorization inside the package.
  • Contact us before shipping if you have any questions about the packing instructions.

Items needed: Original product box, original packing materials, and a separate outer shipping box.

*Do NOT ship your cuckoo clock without using the product box and an outer shipping box. If you do not have your product box anymore, the clock is not shippable.

The goal of the following steps is to have no loose items in the box that could damage the clock during transport.

  • Get the empty product box.
  • Take weights, pendulum, and top carving (if your clock has one) off and wind-up clock.
  • Latch cuckoo door (metal wire next to door).
  • Take clock off the wall and lay on its face on a soft surface.
  • Open back door.
  • Put clip(s) on bellows.
  • Stick piece of paper in coil gong on back door.
  • Close back door.
  • Thread wire through chain (as close as possible to the case) and pack up chain in enclosed bag. Tie wire around bag to hold it tight to the case. The goal is to secure the chain so it does not tangle around, get caught inside the mechanism, or damage the clock carvings.
  • Place the clock and the components required for your type of return in the original product box. Use the original packing materials to secure everything and prevent movement during shipping.
  • Seal the product box with shipping tape.
  • Put the product box in a separate shipping box. Fill empty spaces with paper, bubble wrap, or air pockets so the product box does not move. This greatly reduces the risk of damage during shipment.

Disclaimer:

Please follow all packing instructions carefully. Fehrenbach Black Forest Clocks® is not responsible for damage caused by improper packaging during return shipment.

Shipping charges are your responsibility.

Refund Policy:

  • Refunds are issued for the purchase price of the returned merchandise and applicable sales tax. Original shipping and handling charges are nonrefundable.
  • For non-defective returns of orders that originally qualified for free shipping, our actual outbound shipping costs will be deducted from the refund.
  • A restocking fee of up to 20% may apply in exceptional circumstances, particularly when merchandise has been used or cannot be resold as new. This fee does not apply to verified defective merchandise or errors on our part.
  • Any applicable restocking fee will be determined individually based on the condition of the merchandise and the circumstances of the return. We will inform customers of any deductions before processing the refund.
  • Refunds will be issued to the original payment method whenever possible.
  • Large in-store cash purchases may be refunded by check or store gift card.

CUSTOMER SERVICE:

Contact Info and Hours: