What should you use for what?
| Your question | Where it goes | What we need from you |
|---|---|---|
| A reference: movement, size, availability | The chat, or the listing itself | The reference number or the link you are looking at. |
| Your order: QC, payment, shipping status | The chat, or the thread that carried your QC photos | Your order number, or the email you used. |
| A watch that arrived with a problem | The chat | Order number + photos or a short video, including the packaging. |
| Shipping, customs, duties | Shipping, then the chat if it is not covered there | Your country, so we can talk about the route rather than in generalities. |
| Payment question | Payment methods, then the chat | Which method you are using. |
| Warranty or return | Warranty and Returns, then the chat | Order number and the evidence — the deadlines are short and start at delivery. |
Why does everything run through one thread?
Because an order is a conversation, not a letter. Your QC photos, the payment details and your approval all belong in one thread, and a warranty claim two years later should land in the same place. When everything runs through one thread per order, nothing has to be reconstructed from an old inbox.
Leave your email in the chat and the reply comes to it, and that is the address your order is recorded under. If you would rather write first, contact@vsfactoryusa.com reaches the same desk.
Who answers: an assistant or a person?
The chat answers the common questions straight away — shipping times and costs, the three payment methods, how QC works, what the warranty covers. When a question needs an actual answer about your actual order, it goes to the desk, and the desk replying to you is the same desk that photographed your watch.
What should you do before writing about a problem?
Photographs or a short video do more than any description. Show the fault clearly, and include the parcel as it arrived if the damage is shipping-related. With the evidence and your order number in the first message, we can usually answer in one reply rather than four.
What do buyers ask about contact?
Straight answers, no filler.
What is the best way to reach you?
The chat on this site — it sits in the corner of every page. Leave your email address in it and the reply comes back to that address, from the same desk that handles QC, payment and dispatch.
Do you publish an email address?
Yes — one: contact@vsfactoryusa.com, shown in the bar at the top of every page and in the footer. Everything else runs through a single thread per order on purpose: it keeps your QC photos, your payment details and any later warranty claim together, so nobody has to find an old email to reconstruct what was agreed.
Is there a phone number?
There is no phone line on this site. Messages are answered in writing, in the order they arrive, by the desk that handles your order.
How quickly will I get an answer?
The assistant on the site answers common questions immediately — shipping, payment, QC, warranty. Anything it cannot answer goes to the desk, and the desk works through messages in the order they arrive. QC approvals and payment confirmations are handled first, because somebody is waiting on the other end of those.
I have a problem with a watch I received. What do you need?
Your order number, the reference, and photos or a short video showing the problem — including the packaging as it arrived. Message it all in one go through the chat and we can give you an answer instead of a question.
Where do orders ship from?
Guangzhou, China, as set out on the <a href="/shipping/">Shipping</a> page. Couriers then take the parcel to your address, with a tracking number issued at dispatch; we do not quote a number of days for the courier transit.
Browse the VS Factory catalogue
Every reference is listed with its factory line, reference number and movement — and shipped only after you approve the QC photos of your own watch. Prices, build class and the movement code are on every listing, and the same QC process is described the same way throughout the catalogue.
View all references