Frequently asked Questions
If your question is not listed here, please contact us at stephensclocks@gmail.com
Do you provide house call services?
Absolutely! We offer house calls for the care and maintenance of all tall-case clocks. All house call charges are pre-determined based on zip code. Costs include all of the repairs that our repairmen are able to complete within your home, along with travel expenses. Havre de Grace residents are not subject to mileage costs. To schedule a house call, please give us a call at (410) 939-3334.
How much does it cost to repair a clock/watch?
This really is the magic question, and unfortunately there is no direct answer. All repair charges are based on a number of factors. For instance, how old the clock is, how much time has passed since it was last serviced, the amount of repairs that need to be done, how intricate the clock movement is, and how long it will take to repair. We encourage you to bring your clock in so that we may provide an accurate estimate.
Do you charge for repair estimates?
All estimates are free! If you do not approve the estimate for repair, then you may pick your clock/watch back up at no cost to you. Estimates remain in our system under your name, and we honor them for at least a year.
How long does it take to fix a clock?
On average, we give customers an expected wait time of three to four months. We realize that may seem like a long wait time to some, but in order to maintain our reputation, we have to take our time with each movement. Our clock intake keeps our list between 80 and 90 clocks in need of repair at any given time. With three repairmen on staff, we do our best to get your clocks back to you as soon as we can. It takes time to keep time!
Do your repairs come with any guarantee?
We offer a one-year guarantee on any overhauls we perform (with the exception of all mainsprings and any woodworks movements). If you experience any problems with your clock within a year of our overhaul repair, then we will make additional adjustments at no cost to you. All other repairs are not subject to any guarantees. These details are communicated at the time of estimate.
What is an overhaul?
An overhaul means that we will completely disassemble the clock movement, clean all of its elements, repair/replace any worn parts, apply new oil, and make sure everything is in proper working order. This is a time-consuming and delicate process, but it is a critical element in keeping clocks alive. Clocks are amazing things that are designed to last, essentially, forever. With that said, owners must understand that overhauls will need to be performed (on average) every 25-30 years.
Do I need to make an appointment to bring my clock/watch in?
There is no need to make an appointment or phone call before bringing your clock/watch in. Our business hours are set in stone through sun, rain, and snow. If we have need to close for any unforeseen reason, we will have it posted on our website, our Facebook page, and our voicemail.
How long does it take to fix a watch?
On average, most watch repairs take about a month. With that said, in high-volume circumstances (ie. Christmas, New Years, etc.), you should expect wait times of up to 2 months. Watches have small, delicate movements that need to be treated with patience and care. Long wait times are only ensuring that your watch is receiving all of the work it needs to run properly.
Do you fix clocks/watches?
Yes! We offer repair and restoration services for clocks and watches of all makes, conditions, and ages.
Do you fix anything other than clocks/watches?
Yes! We are commonly known for repairing barometers, music boxes, and other items with mechanical movements.
My clock is battery-operated, can you fix that?
Yes we can! We repair and replace all battery-operated clock movements.
Do you fix cuckoo clocks?
Of course! All of our repairmen are well-qualified in the repair and restoration of cuckoo clocks. Charlie, however, is our specialist -- ask for him.
I think my clock was just "wound too tight."
The good news for whomever is to "blame", is that it's not really possible to "over-wind" a clock. Clocks are pretty good at telling you when they have enough wind. If you use a tremendous amount of force beyond the standard wind counts, then you may put the mainspring at risk of breaking -- and you will definitely know if that happens! Aside from that, if you notice that the clock is wound all the way up and it still is not running, then something else is wrong within the movement that is inhibiting its proper function. If you bring it by the shop, we can assess why this is happening.
Do the free estimates apply to house calls?
If our repairmen are called to your house for any reason, then a house call charge will apply. House call charges cover all the repairs and services that are able to be completed within your home. If additional repairs are needed and/or the clock needs to come back to the shop for a larger repair, then the repairman will give you an estimate for those additional costs at your home. This leaves you under no obligation to proceed further unless you feel comfortable.
Can I trust you with my valuables?
If we were known for losing and/or damaging items, then we'd be in a lot of trouble! Your precious timekeepers are the basis of our livelihood, and they mean the world to us -- as does your trust! Each item is marked with a unique identification number, and every area of our shop is marked with a unique bin number. This allows us to easily know exactly which item is where at any given time. All of this information is tracked using our custom-designed database system where we are also able to log specific repair details. This database is backed up regularly on an external hard-drive to ensure that no information gets lost due to power outages, technical difficulties, etc. Lastly, we have cameras and a security system covering all areas of our shop, as well as appropriate insurance coverage. Hopefully all of that information can give you some peace of mind.
I don't want the existing movement of my clock to be replaced.
As long as we are talking about a mechanical clock, it is rare that we would ever suggest replacing the movement. The only instances where replacement might be suggested is if the existing movement is rusted beyond repair or we feel that you could get a better function out of a different movement. With that said, we would communicate all of this with you before any actions were taken.
I live far away, can you just give me an estimate over the phone?
Unfortunately, without seeing the clock/watch in person, we cannot give you an estimate. There are too many factors involved in assessing a clock, and we would be putting ourselves at risk of under/over charging - please also see our answer above to "How much does it cost to repair a clock/watch?"
I live far away, can I ship my items to you?
Of course! If you feel comfortable shipping your clock/watch, then we are happy to take it in. We will go through the standard estimate and repair process, and you will be responsible for return shipping.
Do you purchase clocks?
It never hurts to email us a photo of the clocks you are interested in selling. With that said, our shop space is very limited. Our ability to purchase clocks relies on both the space we have available and our current financial situation.
Do you offer consignment services?
As of January 2020, we no longer offer consignment services on clocks. We made this decision for a number of reasons. First, the climate for clock retail is not what it once was. Clocks sit here for a very long time before they sell. Second, many consigners did not want to invest in the recommended work required before selling. This put our shop in a difficult situation since we prefer to offer a one-year warranty on the clocks we sell, with the understanding that we have invested quality repairs and restorations. Overall, there was a lot of work and wait involved in a service that showed little reward.
Where can I sell my clock?
There are a number of places that may be interested in purchasing your clocks. General antique stores or auction houses are a great place to start. If you have the capability to sell items online, you may also consider eBay or Facebook Marketplace.