Frequently Asked Questions
HERMLE NORTH AMERICA
Contact Information 1-866-437-6531 sales@hermleclock.com
Website Questions:
What do I need to do in order to shop on Hermle's website?
I am having trouble with your website. What did I do wrong?
What is your time frame to ship an order?
What method do you use to ship orders?
Do you offer dropship programs for eCommerce?
Where can you ship to?
What payment methods are available?
How can I place orders?
Where are your products made?
What do I do if I received incorrect or damaged items, or if I have questions about my order?
Where can I purchase Hermle clocks as an end consumer?
How can I track my order status?
Product Questions:
How do I hang the clock weights?
My clock is off by an hour, how do I fix it?
I am moving my clock, what is the safest way?
Can you tell me the age and model of my clock?
What do I need to do in order to shop on Hermle's website?
Our website is currently for wholesale customers only. If you are a retail business interested in carrying Hermle clocks you will need to set up a wholesale account with us. To apply to become an authorized wholesale customer please fill out the application here and we will be in touch.
I am having trouble with your website. What did I do wrong?
If you see an error message, are sent to an error page, or are having other issues with our website please try using a different web browser or device (computer or smar. If the problem is still not resolved please contact our Customer Support team. It will be most helpful to us if you can give us as much information as you can about what you were doing when the error occurred, if you were looking at a specific page or item, etc. We apologize for any inconvenience and will look forward to helping you. Call us at 434-946-7751, Monday-Friday, 8:00am-5:00pm, EST.
What is the time frame to ship an order?
Generally, if an item is in stock, it will ship that day or the next business day. If you place an order in the afternoon on a Friday, it may ship on the next Monday. Larger items, such as grandfather or floor clocks, may take up to 5 business days to ship. If an item is on backorder, it may be several weeks before the item is available to ship, and special order items may take several months to arrive from our parent company in Germany. We will keep you updated if these circumstances apply to your order as much as we can.
What method do you use to ship orders?
We ship orders via our UPS account from our warehouse in Amherst, Virginia. UPS requires a street address and many of our items require signing upon delivery.
Where can you ship to?
Hermle North America is currently able to ship within the U.S., Canada, and Mexico. However; please be aware that orders shipped outside the continental United States will be charged at international shipping rates, and customers in these locations will be responsible for any return shipment fees.
What payment methods are available?
We accept Visa, Mastercard, Discover, and American Express. Your card will be charged when your items have shipped.
How can I place orders?
Once approved as a wholesale customer you can place an order easily through our website, or you can email our Sales Director, Shannon Padgett, directly at sales@hermleclock.com to place your orders. You may also call our offices at 434-946-7751 during normal business hours, Monday-Friday from 8:00am-5:00pm EST and our friendly Customer Support team will be happy to assist you with your order.
Where are your products made?
Hermle has been a manufacturer of finely crafted finished clocks and clock movements for over a hundred years. Today we still produce most of our clocks in our German facilities, while a small segment of our clock cabinets are produced in our Amherst, Virginia, USA facility. We also offer a smaller subset of clocks that are globally produced.
What do I do if I received incorrect or damaged items, or if I have questions about my order?
Our friendly Customer Support team is standing by, ready to assist you and resolve any outstanding issues. Feel free to contact us at 434-946-7751, Monday-Friday from 8:00am-5:00pm EST or via email at sales@hermleclock.com. Be sure to have your customer number ready, as well as any information regarding the items ordered.
Where can I purchase Hermle clocks as an end consumer?
Hermle has retailers across the globe! You can find our full list of authorized retailers here.
How do I hang the clock weights?
The weights are hung left to right or light to heavy, with the heavy weight on the chime side.
My clock is off by an hour, how do I fix it?
To fix a clock that is off by an hour the best thing to do is take the hour hand and place it on the time it is striking. Then wait the hour, letting the time synchronize. After this time has passed you then adjust the minute hand, not allowing it to touch the hour hand, placing the minute hand on the correct time.
I am moving my clock, what is the safest way?
The safest way to move a clock is by keeping it up right, if able to do this it is only necessary to remove the weights and tie up the chains. If laying it down is the way it will be moved more steps will have to be made. First, the weights will need to be removed. Secondly, the chains will need to be secured. Finally, stabilizing the chime rods with tape or foam. After these steps are done it is suggested to stabilize the glass by using tape to create X's on the glass and stuffing the empty cavity at the bottom of the clock with a blanket.
Can you tell me the age and model of my clock?
We are not always able to date clocks, especially if they were created before the clocks got stamped, but we always love helping! So if you would like us to see what information we can get you it is suggested that we are sent a photo of the clock, the movement in the clock, and possibly the stamp inside the clock. This will allow us to at the very least help to distinguish the movement. However, we are usually unable to provide a valuation of any clocks as the value will vary largely depending on your local market and the condition of the clock itself. For the most accurate information, contact a local antiques dealer or clock shop. We always recommend using your original purchase price for valuation for insurance purposes.