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FAQS for Suunto Webshop

Select one of the topics below to make finding the answer to your question easier:

-          Most frequently asked questions

-          My orders

-          Dispatch and Delivery

-          Returns and Refunds

-          Payment methods

-          PRO/VIP, Amer Sports Pro Club Accounts

-          Customized product

-          General Information

-          Suunto Products

-          Contact us

MOST FREQUENTLY ASKED QUESTIONS

Can I change or cancel my order? 
We start preparing your order as soon as it has been placed to ensure that it reaches you as quickly as possible. This is why we are unable to change or cancel orders.

Can I change my delivery address after my order has been placed?
We do our utmost to deliver your order as quickly as possible. This is why we are unable to change the delivery address once your order has been confirmed.

How can I return an item bought from the Suunto online shop? 
Use the return form that you received with your package and follow the return procedure.
Please not that customized products cannot be returned as each product is personalized. 
If an item is unsuitable, you may return it and receive a full refund (excluding return postage), by completing the return form enclosed with the package, on the following conditions:

-The products have not been used, 
-The products are returned within 15 days of receipt,
-The products are in their original, undamaged packaging. Packages opened with care are not considered damaged.

Customized products may only be returned if they were not manufactured according to your specifications.

Once you have duly completed the return form, enclose it with the product you want to return. 
If the product is returned in accordance with the Suunto return procedure, you will receive a full refund within 2 to 5 days. 
Please contact Customer Support for further information if needed: 
+442 03 60 80 534, cost of an interna­tional call (support in English available 24/7).

Can I exchange an unsuitable item?
Items cannot be exchanged, but may be returned.
Please return the unsuitable product and you will receive a full refund if the product is returned in accordance with the Suunto return product and meets the refund conditions.

How can I contact Customer Support?
Norway: +44 20 360 805 34 (support in English available 24/7).

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MY ORDERS

How do I enter a promotional code for an online purchase? 
When you are ready to make your purchase, go to your basket (or click on the basket button in the upper right corner of the page).
When you are ready to confirm your order, enter your promotional code in the box provided for this purpose. Click on the question highlighted in blue "Do you have a promotional code?" next to the basket. This will open a box for you to complete. Enter your code, written exactly as you received it. 
Please ensure that you do not add any extra spaces before or after the promotional code. This could happen if you copy-paste the code from an email or other electronic communication.

After entering the code, click CONFIRM THIS CODE. Once your promotional code is confirmed and accepted, the discount is applied.

Can I change or cancel my order?
To ensure that orders reach our customers as soon as possible, they are processed as soon as they are placed. This is why we are unable to change or cancel orders.

Can I change my delivery address after I have placed my order?
We do our utmost to deliver your products as quickly as possible. This is why we cannot amend the delivery address once your order has been confirmed.

How can I be sure that my order has been received?
Once you have placed your order, you will automatically receive an email with a detailed summary of your purchases.

Please ensure that the email address used to place your order is completely correct as all information regarding your order will be sent to this address.

Can I request amendments to be made to my invoice?
Your invoice is automatically printed out when your order is dispatched.
This includes the invoicing address you provided when placing your order. Please ensure that it is correct as it cannot subsequently be changed.
If you require a VAT reference to be shown, or if you have other requirements regarding your invoice, please use the existing field to add this information. 
Please note that no subsequent changes can be made on an invoice once the order is processed.

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DISPATCH AND DELIVERY

Which countries do you deliver to?
Suunto.com sales are only for end customers.
Orders can only be delivered to countries where the suunto.com online shop is available. We deliver to the following countries: Austria, Denmark, Finland, France (mainland France and Corsica), Germany, Norway, Italy, Poland, Spain, Sweden, Switzerland, Czech Republic, United Kingdom, United States, Canada and Japan.
You cannot have an order delivered to a country different from where you placed the order. To receive your order in France, for example, you must place it on the French site.

What are your delivery times and costs? 
You may choose between standard delivery and express delivery:

-        Standard delivery: up to 7 working days – NOK 90 for all orders

Deliveries are made on working days from Monday to Friday. Any order placed before 03:00 PM (GMT +1) is processed and dispatched on the same day.
Any order placed after 03:00 PM, on a Saturday, Sunday, or a public holiday, will be dispatched on the next working day.

Which carrier services do you use? 
In Norway, orders are delivered by our partner TNT.

Can I choose to have my delivery sent to a UPS branch?
At present we only offer home delivery

From where are orders dispatched? 
All orders are dispatched from our logistics centre based in Belgium.

Can I select a delivery address in a country other than where I placed the order? 
No, this is not possible. 
To receive your order in France, for example, you must place it on the French site.

How can I confirm that my order has been dispatched?
When your order leaves our warehouse, the invoice is updated and sent to you by email.
The email provides a summary of your order along with the tracking number of the package.

What should I do if I am not at home when the delivery arrives?
If you are out when the delivery arrives, the carrier will leave a notification in your mail box. Simply contact them again to arrange a new delivery time.

I am still waiting for my order to be delivered. What can I do? 
Please check your package status on the TNT site using the tracking number you received with your invoice and contact them if needed.

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RETURNS AND REFUNDS

How can I return an item bought from the online Suunto shop?
Use the return form that you received with your package and follow the return procedure.

Please not that customized products cannot be returned as each product is personalized
 If an item is not suitable, you may return it and receive a full refund (excluding return costs), by completing the return form enclosed in your consignment, on the following conditions:

-        The products have not been used,

-        The products are returned within 15 days of receipt,

-        The products are in their original, undamaged packaging.  Packages opened with care are not be considered damaged.

Customized products may only be returned if they were not manufactured according to your specifications.

Once you have duly completed the return form, please enclose it with the product you wish to return.
If you return the product in accordance with the Suunto return procedure, you will receive a full refund within 2 to 5 days.
Please contact our Customer Support for further information if needed: +442 03 60 80 534, 24/7, cost of an interna­tional call).

Can I exchange an item if it is unsuitable?
Items cannot be exchanged, but may be returned.
Please return the unsuitable product and you will receive a full refund, if the product is returned in accordance with the Suunto return product and meets the refund conditions.

How much will it cost me to return a product?
If the return is due to an error on our part, the return costs will be fully refunded upon receipt of supporting documentation. Please contact us for further information. You will be liable for the cost of returns for any other reason, but we will refund you for your order. Contact: +44 20 360 805 34.

When will I receive my refund?
Your refund will be processed automatically as soon as we have received the returned product.
 Depending on your chosen payment method, you will receive your refund within 2 to 5 working days.

What should I do if my refund is incorrect? 
If the amount refunded does not match your order, please contact our Customer Support. NO: +44 20 360 805 34 (support in English available 24/7).

What should I do if I receive the wrong item? 
If you receive an incorrect item, please contact our Customer Support: NO: +44 20 360 805 34 (support in English available 24/7).
We will arrange for collecting the incorrect delivery and dispatch of you original order.

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METHODS OF PAYMENT

Which payment methods does the online Suunto shop accept?  
Purchases can be made by bank card, debit or credit card (Visa and MasterCard), as well as via PayPal or bank transfer. 

Do you accept payments via American Express card?  
Payment using American Express is only accepted via PayPal.

When will my card be charged?
The full amount of your order will be charged when you receive email confirmation of your order.

How can I be sure that your online payment site is secure?
We do our utmost to ensure that our site is secure. All transactions by credit and debit card are processed by “GlobalCollect international payment services”, a secure online portal responsible for holding and managing information about your payments within a secure environment.

In order to ensure security for everyone, we may need to contact you to verify your payment information.

I am unable to complete my transaction. What should I do? 
If your payment is declined, please check that your card number and expiration date are correct. Please check that your bank has not blocked the payment. For security reasons, Customer Support cannot access your bank details, but they are available to give you advice.
NO: +44 20 360 805 34 (support in English available 24/7).

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AMER SPORTS PRO CLUB ACCOUNTS

Your VIP/PRO account has been transferred to our new Amer Sports Pro Club portal.

I already have a PRO or VIP account. How can I connect?
Log on to our website, click on the Amer Sports Pro Club tab at the bottom of the page, and then click Continue.

To identify yourself, simply type your email address and password in the “Member Access” fields. 

I have received a card with an access code. How can I use this? 
Simply click on the Amer Sports Pro Club tab at the bottom of the suunto.com home page and then on Enter Code. Enter the code from the card, e.g. S105159 or P254356 
As soon as the code is confirmed, a pop up will open, you will be able to set up your account. 

I have an access code but it is not working. What should I do? 
Please ensure you enter the code exactly as it is on the card, and that there are no spaces before or after the code. 
If you are still unable to set up your account, please contact the Amer Sports ProClub Support.

I am a Mountain professional and I would like to join the PRO Suunto club. How should I proceed? 
Go to the Suunto site. Click on “Amer Sports Pro Club” at the bottom of the page and then on PRO registration, (fill out the Pro Application form at the bottom of the page).
Your registration request is sent to our team for evaluation, and you will informed if your request is approved or declined.

My PRO account has not been approved. What should I do?
Please be aware that requests for PRO accounts must be carefully evaluated by the Suunto team. The evaluation may take a few days. 
If your account has not been confirmed, it may be that the supporting documents you submitted with your PRO account request were not valid.
Whether your request is approved or declined, you will in any case be notified by email either way.

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CUSTOMIZED PRODUCTS

GENERAL CONDITIONS OF CUSTOMIZED PRODUCTS

Can I cancel or change my customized order once I have confirmed it?
Once your order has been confirmed, we start manufacturing your customized watch according to your specifications, so we cannot accept any changes or cancellation.

Can I return my customized watch?
As your watch was manufactured to your personal specifications, you may not return it to us for a refund. Should the watch prove faulty or fail to comply with your specifications, our Customer Support team will contact you to decide upon the best solution, (after you asked for it). Contact: +44 20 360 805 34.

What will happen if my customized watch is damaged or faulty?
If your order is delivered damaged, or in the event of a manufacturing fault, we will be happy to replace the damaged or faulty item.

It is your responsibility to check your order and ensure that specifications are correct prior to submitting it to us. Your customized product is made specifically for you. Therefore, Suunto cannot accept any return or refunds for customized products barring errors on Suunto's part. For instance, Suunto is unable to refund customized products as a result of:

-        Typographic, spelling, grammatical errors, incomplete text, or any other error contained in the specification submitted by you;

-        The design or creative selections specified by you are not to your taste. Please ensure that you are satisfied with colour selection and how the watch looks before placing your order with us.

Please contact us within 14 days of receiving your customized watch if you wish to notify us of a damaged or faulty product.

When will I receive my customized watch?
Each customized watch is manufactured individually in our factory in Finland.
You should receive it within 2 weeks of your order confirmation email. An email containing all the tracking information will be sent to you once your watch has been dispatched.

Will I need to wait until my customized watch is dispatched to receive any standard products ordered?
The entire order will be dispatched once the customized product is ready. 
You will then receive an email confirming the dispatch. 
Please read full general conditions about your order at Suunto General Terms.

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GENERAL INFORMATION

Stay tuned in and get new about Suunto on Facebook, Twitter and Instagram

How can I receive the latest information about Suunto and its products?
To receive the latest information, simply subscribe to our newsletter by entering your email address in the appropriate field at the bottom of our home page.

How can I unsubscribe from the Suunto Newsletter? 
To unsubscribe from the Newsletter, simply click on the ‘Cancel my subscription’ link at the bottom of the Newsletter.

I have bought from or found a site selling counterfeit Suunto products. What should I do? 
We work tirelessly to combat any potential sources of fakes, but we are unable to fully prevent the sale of counterfeit products. Please contact us about any fake website or counterfeit products you encounter.

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SUUNTO PRODUCTS

Is the full range of Suunto products available for purchase online? 
Most Suunto products are available from our site, except for diving products.

How will I be notified that an item is back in stock?  
If one of our products is out of stock, please enter your email address in the field provided at the bottom of that particular product page.
An email notification will be sent to you when the product is back in stock.

I do not understand all the functions on my Suunto product. Is there a user manual? 
If you are unable to master all the functions on your Suunto product, please Suunto Key Features to download the complete user guide, read FAQs, watch how-to videos, etc.   

Where can I find the name and reference of a product? 
If your item is still in its original box, you will find the product name and model number on the package. If not, you should be able to find the product name and model number on the product itself.

How can I be sure that I am buying an authentic Suunto product?  
We work tirelessly to combat any potential source of fakes, but we are unable to fully prevent the sale of counterfeit products. We recommend that you purchase Suunto products either from our online shop or from one of authorized dealers.

My Suunto product has deteriorated abnormally or is faulty, where can I return it? 
If the item is brand new and has never been used, please contact Customer Support to return the item so that we can give you a standard exchange.
If the item has already been used, please contact our Repairs Department for a diagnosis and repair.

Where and how can I check the status of my customer return process? 
Your dispatch tracking N° is the only way you can track your package.
In the event of any unexpected development, please contact our Customer Support:
NO+44 20 360 805 34 (support in English available 27/7).  

If my Suunto product is no longer covered by warranty, can I still have it repaired?
Yes, simply send your product for repair and our teams will investigate the problem and send you a repair estimate. You can then accept or decline the repair. Repairs Department.

Where can I buy spare parts for my Suunto product? 
The only spare parts available online are those that can be replaced by you (straps,coinbatteries, etc.) For other parts, please contact our Repairs Department for an estimate.

What are the warranty conditions at Suunto?
Suunto launches today an added customer benefit by introducing International Warranty for all Suunto products.

With the International Warranty, all Suunto products in warranty enjoy warranty repairs at Suunto authorized service centers worldwide. In practice this means that Suunto customers can have their Suunto product repaired under warranty in any Suunto authorized service center around the world, not just in the country where they purchased the product. The international expansion of Suunto's warranty provides more flexibility for customers who e.g. bought a Suunto product when traveling or have moved to another country after purchase.

Suunto exists to enable and offer additional value for the sports and adventures of our customers, who expect the best of their gear – every day, in any conditions. Suunto support team can be contacted through the phone numbers found on the Support page or by submitting a question. Our repair and support services are rated very high by our customers. Suunto International Warranty completes this service offering. "Our customers have been heard, we are really glad to answer their need with the International Warranty. This is another important step in our purpose to offer a premium and personal service experience to every customer", explains Kato Lo, Service Network Manager from Suunto Customer Care.

The International Limited Warranty applies to all Suunto products that are currently under warranty. To qualify, customers need to register their device at www.suunto.com/mysuunto and to present a purchase receipt upon delivering their device to the service center.

For more information and Suunto Warranty terms, see here.

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CONTACT US

What should I do if I cannot find the answer to my question here?
You can contact our English Support: NO +44 20 360 805 34 (support which is available 24/7) or by completing the Contact Us form.

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