FAQ

Our Vaughan headquarters is open to the public by appointment only. If you have any questions about our products and are located outside of Ontario, Canada, please let us know and we’ll do our best to answer them. To book an appointment or discuss questions with our team online, please reach out to us via Live Chat or Contact Us.

At Marathon we accept the following credit cards as a convenient means of online payment: American Express, Master Card, Visa, and PayPal. For US customers, we also offer Affirm payment plan options for most products.

In order to ensure that your shopping experience is simple and secure, order and payment transactions online are processed using a secure server. Please note that the individual who submits the order must be the cardholder whose name appears on the credit card. 

To track your order, please visit the Marathon “Track Your Order” page and enter your order number along with the email address associated with your purchase.

Your order number begins with "SP" followed by a sequence of digits in the format SPXXXXX (for example, SP58518). Please ensure that the full order number, including the "SP" prefix, is entered—submitting the digits alone will not locate your order.

Once submitted, you will be able to view your order status directly. You the provided tracking link to access detailed shipping updates through the courier’s website.

If you require assistance or encounter any issues while tracking your order, please contact our Customer Service team for support at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M or e-mail your questions to .

Once your order has been processed and prepared for shipment, a tracking number will be sent to you via email.

You may also access your tracking information at any time through the “Track Your Order” page by entering your order number and the email address associated with your purchase.

It can take 1-5 business days to process, pack, and ship your order. From there it can take 2-7 business days to ship via courier. Please note that the timeline for final delivery is dependent upon the individual courier and may vary according to location. For full information regarding our shipping methods, please see our Shipping Policy.

All watch orders do require a confirmation signature upon delivery. We recommend staying tuned to your tracking number for updates.

If you need to update your shipping address, please contact our Customer Service team as soon as possible. We will make every effort to accommodate your request prior to shipment.

Please note that once an order has been placed, changes are not guaranteed and may not be possible depending on the order’s processing status. After an order has shipped from our warehouse, we are unable to reroute the package or make any further modifications.

While we strive to assist with address updates whenever possible, Marathon is not responsible for orders delivered to an incorrect address provided at the time of purchase.

No. We carefully select our shipping partners to ensure a reliable balance of service quality and competitive rates. As such, only the shipping methods presented at checkout are available, and we are unable to accommodate alternative shipping providers or arrangements.

If you have any questions regarding available shipping options, please contact our Customer Service team for assistance at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M or e-mail your questions to customerservice@marathonwatch.com.

If you need to change or cancel your order, please contact our Customer Service team as soon as possible. We will make every effort to accommodate your request prior to processing.

Please note that once an order has been submitted, changes or cancellations are not guaranteed and may no longer be possible depending on processing status. Orders that have already been processed cannot be modified or cancelled.

Once your order has shipped, you may be able to initiate a return in accordance with our Return Policy through our returns portal. You can also monitor your order status at any time via the Marathon “Track Your Order” page.

If you require further assistance, please contact our Customer Service team at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M or e-mail your questions to .

For residents of Europe, the United Kingdom or Switzerland, please visit us at eu.marathonwatch.com.

If you are having issues placing your order from your regional website, contact our Customer Service team at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M or e-mail your questions to customerservice@marathonwatch.com .

To initiate a return or exchange, please access our returns portal and enter your order number along with the email address associated with your purchase.

Your order number begins with "SP" followed by a sequence of digits in the format SPXXXXX (for example, SP58518). Please ensure that the full order number, including the "SP" prefix, is entered—submitting the digits alone will not locate your order.

Once logged in, you will be able to select the item(s) you wish to return or exchange and follow the prompts to complete your request.

If you encounter any issues or require assistance, please contact our Customer Service team for support at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M or e-mail your questions to customerservice@marathonwatch.com

All return authorization requests must be submitted within 30 days of the original delivery date.

To be eligible for return, items must be unused, unworn, and in original condition, with all original packaging, tags attached, and any included promotional merchandise returned.

Please note that Marathon reserves the right to review return activity on customer accounts. In cases where excessive or habitual return behaviour is identified, we may, at our discretion, limit or decline future return requests.

To initiate a return, please access our returns portal and follow the prompts provided. You will be required to select a reason for your return and complete all applicable steps.

If you indicate that the product is defective, you must upload clear photographic evidence and provide a description of the issue.

To ensure efficient assessment, please provide the following images based on the product type:

• Watches: four (4) photos are required: the front of the watch face, the side showing the crown, the opposite side of the case, and a clear image of the caseback displaying the serial number.
• Watch accessories: one (1) clear photo of the bracelet or strap or accessory.
• Clocks: two (2) photos are required: one of the front of the clock and one of the back.

Please ensure all images are clear, well-lit, and fully capture the required details. Incomplete, inaccurate, or unclear submissions may result in delays in processing your request.

Once your return request is submitted, you must send back the item along with all original packaging, including all original tags, accessories, warranty card, and any promotional or gift-with-purchase items received with the order.

Return Shipping:

Return shipping costs are the responsibility of the customer, except in the following circumstances, where Marathon will cover return shipping:

• The item received was incorrect
• The item has a confirmed manufacturer’s defect
• The order subtotal exceeded $250USD

For manufacturer defect claims, return shipping will be reimbursed to your original method of payment upon receipt of proof of postage (e.g. a shipping receipt or label confirmation).

Please note that if the item is returned in worn or damaged condition, return shipping costs are the responsibility of the customer, regardless of order value.

Deductions and Restocking Fees

Upon receipt, our team will carefully inspect the returned product. The following deductions may apply to your refund:

• Worn or Damaged Items: A restocking fee of 20% of the retail value of the returned product will be applied if the item is received in worn or damaged condition.
• Engraved Items: A $200USD deduction will be applied to all returns of engraved items, regardless of condition
• Gift with Purchase (GWP): If a gift-with-purchase item was included in your order and nis not returned alongside the product, the retail value of the gift will be deducted from your refund. This applies when the return of the product causes your original order to fall below the qualifying threshold for the promotion under which the gift was received, or the returned product was the qualifying product for the gift.
• Missing Items: Deductions for missing packaging, warranty cards, or other included items will be applied.
• Original Shipping charges are non-refundable in all cases

Marathon reserves the right to deny a return or refund if the item does not meet our return criteria, including cases where the condition of the product differs from what was reported.

If your return is approved, a refund will be issued to the original method of payment only, with no exceptions. Please note that original shipping charges are non-refundable.

If you require assistance at any stage of the return process, please contact our Customer Service team at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M ET or e-mail your questions to customerservice@marathonwatch.com.

Once you have initiated your exchange through our returns portal, you will be prompted to select the item you would like to receive in exchange. You may choose a direct exchange (e.g., the same product in a different colour) or select a different item.

Please note the following regarding price differences:

• If the selected item is of greater value than the original item, you will be required to pay the difference in price, including any applicable taxes, before the exchange is completed.
• If the selected item is of lesser value, a refund for the difference in product price and applicable taxes will be issued to your original method of payment. Refunds are only issued to the original payment method, with no exceptions.
• If the selected item is of lesser value and the exchange causes your original order to fall below the qualifying threshold for a gift-with-purchase promotion, the retail value of the gift will be deducted from your refund if it is not returned alongside the exchanged item.

Please note that original shipping charges are non-refundable.

If you require assistance at any stage of the exchange process, please contact our Customer Service team at 1-800-822-4329 from Monday 8:30 A.M to Friday 5 P.M ET or e-mail your questions to customerservice@marathonwatch.com.

Please note, the same deductions outline above for returned items, included restocking fees, engraving charges, and missing item deductions, applies to items returned as part of an exchange.

If the page is not loading correctly on your device, please try clearing your browser cache and cookies, disabling any ad blockers, or opening the link in Google Chrome instead of Safari. If you continue to experience issues, please contact our Customer Service team for assistance.

If your order arrives damaged, contains an incorrect item, or if an item is missing, please contact our Customer Service team as soon as possible with your order details.

To assist with a timely resolution, you may be asked to provide photographic evidence of the issue, including images of the product, packaging, and shipping label. This information allows us to review your claim and determine the appropriate next steps.

Where applicable, issues may be resolved through our returns portal, and you will be guided accordingly by our team.

If the issue is determined to be related to the courier (including damage in transit or a missing package), Marathon will initiate an investigation directly with the shipping provider. Please note that resolution timelines may vary depending on the courier’s review process.

We are committed to ensuring a fair and thorough resolution and will work with you to address the issue as efficiently as possible.

Once your return has been received and approved, your refund, less applicable deductions outlined above, will be processed within 7 to 10 business days.

Please note that processing times may vary depending on your financial institution. Refunds are issued to the original method of payment only, with no exceptions.

All refunds are issued to the original method of payment only.

Please allow up to two billing cycles for the refund to appear on your credit card statement, depending on your financial institution’s processing times.

Some States within America charge nominal Retail Delivery Fees. In cases where products purchased from these States are returned for refund, the Retail Delivery Fee will not be included in the refund.

Returns for sale purchases follow our standard return policy, unless listed as Final Sale.

When you get a refund for a returned purchase, Affirm refunds your money back to your original payment method.

If you have paid off all your Affirm installments, you will receive a full refund through Affirm once our warehouse receives and processes your return.

If you have partially paid off your Affirm installments and are returning your complete order, the payments you’ve made thus far will be refunded to you and the remaining pending payments will be canceled.

For more information on returns and refunds of Affirm orders, feel free to read about it through their Help Center or contact their customer support team here.

Marathon is proud to offer a wide range of Authorized Watch Dealers all over the globe. Please visit the Dealer Network page for more information. 

Marathon offers in-house watch repair and servicing, completed by our highly trained team of watch experts. For information on maintenance for any Marathon watch model or to request a repair/servicing, please see our Repair & Servicing page.  

Marathon watches are guaranteed under a limited 2-year warranty after initial purchase against any manufacturer defects. We strongly recommend contacting our team for any servicing requests as maintenance or repairs completed by 3rd Party companies or individuals may void your watch’s Warranty.   

Please note that damage caused by mishandling, tampering will void your warranty. Please see our Warranty page for full details. 

Please refer to our Repair & Servicing page for full details and pricing.

You can swim with all of our SAR™ dive watches, ensuring crown is screwed down securely. Designed for professional Search and Rescue Divers, these watches are submersible up to 30ATM (300m/1000ft). 

We do not recommend swimming with the General Purpose and Pilot’s Navigator watches as they are not meant to be submerged for extended periods but are splash resistant. 

Repairs typically take approximately 6-8 weeks to complete but can take up to 12 weeks depending on parts availability. Upon scheduling your repair or servicing, our team will inform you of the estimated timeline for the return of your watch.

Please visit our Manual page for step-by-step instructions on how to adjust this for your particular model.

First, we recommend checking the health of your clock batteries. The display on some clocks often continues to work even when the battery has become too weak to operate the receiver used to obtain the atomic time signals. 

If you find that the clock still doesn't work after you have replaced the batteries, this issue may be due to local interference that has recently been added close to the clock's location. This may include a new electronic device such as a TV or computer.  Power adapters for these devices can often produce a radiating signal that blocks your clock’s receiver (remember that these adapters/devices may still be on even if they seem to be powered off but are not unplugged). Your clock may need to be re-located further from these devices in order to reduce the amount of interference.  

If you are still unable to synchronize your atomic clock even after replacing the batteries or re-locating it away from other electronic devices, the next step is to temporarily place the clock next to a window when you wish to synchronize the time. We recommend using a window that faces 90 degrees away from the location of the transmitting tower - for example, if WWVB or DCF77 is to the east or west of you, place the clock in a north or south-facing window. Please note that this is better to do at night as there is less external radio interference.  

This is most likely due to your clock being set to the wrong time zone. Please visit our Manual page for step-by-step instructions on how to adjust this for your particular model.

To keep your clock/timer/stopwatch running optimally, we recommend replacing the batteries at least once a year, or at such a time as the clock indicates a replacement is required.