Frequently Asked Questions
HERMLE NORTH AMERICA
Website Questions:
What do I need to do in order to shop on Hermle's website?I keep getting sent to an error page, 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 weights?My clock is off by an hour, how do I fix it?
I am moving my clock, what is the safest way?
I am curious as to the date and type of clock I have,what information should I send to your company to get more information on my clock?
What do I need to do in order to shop on Hermle's website?
For now, our website is for informational purposes only and we do not currently offer ordering directly from our website. This is to protect our pricing information for our wholesale and eCommerce customers. If you are interested in carrying Hermle clocks in your store or on your website, you will need to set up a wholesale account with us. Through creating an account, you can determine whether you would prefer to receive communications on special promotions and new items through email or through physical mail (aka snail mail). To set up a New Account, we will need to collect personal information such as you name, company name, address, phone number, email address, and credit references. View our Privacy Policy to find out exactly how we use your information. Once your account is created, you will be able to request a catalog and price list to make purchases quickly and easily.
UPDATE: As of 5/1/2020, Hermle clocks are now available for purchase through the wholesale site Faire.com!
I keep getting sent to an error page, what did I do wrong?
There are many types of computers, and with the many types of computers comes many types of software with many possible configurations and settings. We are constantly updating our website to make it as easily accessible to the vast majority of our customers as possible, but if you should receive an error message or are sent to an error page, please contact our customers service to discuss the error so we may address the issue and help you with your order. 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. 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 offer 30/60/90 payment terms to select wholesale customers with approved credit. We also accept Visa, Mastercard, Discover, and American Express. Your card will be charged when your items have shipped.
How can I place orders?
Currently, 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 one of our customer service representatives will be happy to assist you with your order. As of May 1st, 2020, Hermle clocks are also available to order online at Faire.com with an approved vendor profile.
Where are your products made?
The answer: all over the world! We manufacture many of our products here in our factory in the United States, and source others from our parent company in Germany and beyond. Our promise to you is to offer the best quality clocks available.
What do I do if I received incorrect or damaged items, or if I have questions about my order?
Our customer service 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 preferred retailers here.
How can I track my order status?
You can track your UPS package(s) with the tracking tool available on our website, using the tracking number included in your order confirmation email. You can also call our offices at 434-946-7751 Monday-Friday from 8:00am-5:00pm or email our team at sales@hermleclock.com, and we will be glad to provide an update.
How do I hang the 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.
I am curious as to the date and type of clock I have,what information should I send to your company to get more information on 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.