FAQs

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? 

Please refer to the return form that you received with your package.

If an item is not suitable, you may return it by completing the return procedure on our online platform here within 14 days of receiving the product, and on the following conditions:

• The products have not been used,
• 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 online return procedure, please follow the shipping instructions that will be provided.

Please note that a contribution to the return carrier charges ($95) will be deducted from your refund.

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? 

We are available for your questions on chat from Monday through Friday.
Find the details and opening hours here.

You can also contact us via the Suunto app support pages, or via Facebook and Twitter.

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 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 dispatchedissued and sent to you by email when your order is shipped.

This includes the invoicing address you provided when placing your order. Please ensure that it is correct as it cannot subsequently be changed.

Please note that no subsequent changes can be made on an invoice once the order is processed.

How can I confirm that my order has been dispatched?

The shipment of your order will be confirmed to you by email.

What are your delivery times and costs? 

Your order will be shipped from our central warehouse in Hong Kong by express courier:

At the moment, we only offer one delivery option:

• Standard delivery: free for orders above $1500 ($95 for orders below that amount)

Deliveries will be done during workdays from Monday to Friday. If the order is made before 1PM (HKT +8) it will be handled on the same day.

Any order placed after 01:00 PM, on a Saturday, Sunday, or a public holiday, will be dispatched on the next working day.

Is it possible to send my package to a third party or to an address other than the one shown on the invoice?

Yes, orders are sent to the person and address recorded in the delivery information, even if they are different from the invoice information.  

From where are orders dispatched? 

All orders are dispatched from our warehouse based in Mongkok.

Can I select a delivery address in a country other than where I placed the order? 

No, this is not possible. 

When visiting Suunto.com.hk you have chosen the location "Hong Kong", you can only select a delivery address in "Hong Kong".

How can I confirm that my order has been dispatched?

The shipment of your order will be confirmed to you by email.

How can I return an item bought from the online Suunto shop?

If an item is not suitable, you may return it by completing the return procedure on our online platform here within 10 days of receiving the product, and on the following conditions:

• The products have not been used,
• The products are in their original, undamaged packaging. Packages opened with care are not be considered damaged.

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

Once you have duly completed the online return procedure, please follow the shipping instructions provided.

Please note that a contribution to the return carrier charges ($95) will be deducted from your refund.

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 following 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, please get in touch with our customer support team, who will arrange a free pick up for you.

A contribution to the return carrier charges ($95) will be deducted from your refund for any other reasons.

When will I receive my refund?

Your refund will be processed automatically as soon as we have received the returned product. The pre-paid return label we supply you will allow you to track your return.

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.

What should I do if I receive the wrong item? 

If you receive an incorrect item, please contact our customer support.

We will arrange to collect the incorrect delivery and dispatch your original order. 

Which payment methods does the online Suunto shop accept?  

Orders placed for delivery in HONG KONG SAR can be paid using one of the following methods:

• Credit card (Visa, Mastercard, American Express, JCB, Diners Club)
• Union Pay

When will my card be charged?

If you used your debit or credit card, payment will be authorised when you submit your order. Your card will only be charged when your order has been shipped (you will be notified by email).

How can I be sure that your online payment site is secure?

We take security seriously and offer safe, reliable payment methods. If you are paying by debit or credit card your payment details are automatically encrypted when you enter them. When paying by bank transfer you will be making the payment in the secure environment of your bank’s online systems.

Stay tuned in and get news 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.

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.

Is the full range of Suunto products available for purchase online? 

Most Suunto products are available from our site.

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 of my Suunto product. Is there a user manual? 

If you cannot master all the functions on your Suunto product, please visit the Support section 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 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 cannot fully prevent the sale of counterfeit products. We recommend that you purchase Suunto products either from our online shop or from one of the 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 our 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 Repair Center 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 an unexpected development, please contact our customer support team. 

If my Suunto product is no longer covered by warranty, can I still have it repaired?

Yes, 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. 

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, battery covers, etc.) For other parts, please contact our Repair Center for an estimate.

What are the warranty conditions at Suunto?

Suunto has launched 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 worldwide, 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, under any conditions. The Suunto support team can be contacted via chat from Monday through Friday or via the Suunto app support pages or Facebook and Twitter. 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 happy 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 currently under warranty. To qualify, customers need to register their device and present a purchase receipt upon delivering their device to the service center.

For more information and Suunto Warranty terms, see here.

What should I do if I cannot find the answer to my question here?

Support is available in English and Chinese.

Find the full list of contact details here.