Below are common standards that may help resolve your issues. Please follow the steps for solution.
If a product defect occurs, you may choose any of the following methods to seek assistance.
- Refer to the Support Center for common solutions and troubleshooting.
- Use our online service chat (icon located in the lower‑right corner) to talk with a Suunto service agent.
- Send an email to support@suunto.com to receive solutions from a Suunto service agent.
Damage to small parts (e.g., buckles) – Replace damaged watch straps, charging cables (excluding non‑manual causes), etc.
- Please start an online service chat (lower‑right icon) or email support@suunto.com for assistance from a Suunto service agent, who will provide appropriate solutions.
Lost items (e.g., watch straps, charging cables, Suunto Spark single L/R earbud or charging case)
- If your accessories or any of the above items are lost, you will need to purchase replacements separately. Please visit the official website www.suunto.com, navigate to the product page, click "Accessories" to view the list of compatible items, and make your purchase online.
If the above methods still do not resolve the issue, we recommend using our repair service.
- Submit an Online Service Request and send the product to the Suunto service center for inspection and further processing.
- You can then check the status of your request via the Online Service Request system.
- Repairs typically take approximately 3 working days to complete.
For other repair service‑related instructions, please refer to the following:
Warranty Policy
Terms of Service
FAQs
My Repair Order
Global Service Locators
Typical Repair Target
Typical 7-20 Calendar Day Target
Suunto uses 7-20 calendar days as a typical end-to-end repair target from when the customer ships the repair product until the customer receives the serviced product.
This target timeframe does not include missing customer information, customer response time, customs inspection, missing customer information, customer response time for paid repair quotations, force majeure, or parts shortages where Suunto informs the customer within 20 calendar days and offers a reasonable alternative.
Shipping And Costs
For paid out-of-warranty repairs, customer-caused damage, or cases outside warranty coverage, the customer is responsible for shipping the product to the service center or designated address. Suunto covers standard return shipping after service is completed.
Service Warranty After Repair
Whether the case is handled in warranty or out of warranty, once Suunto or an authorized service point completes the repair or replacement, the repaired issue, repaired part, replacement part, or replacement product is covered by a 120-day limited service warranty from 00:00 on the day after the customer receives the serviced product (arrival date). If the customer's remaining original product warranty is longer, the longer period applies.
Delay handling
If service time exceeds 20 days, you may submit a complaint
If the service time is expected to exceed 10 days, Suunto Customer Care will proactively inform the customer of the specific reason. If the service time exceeds 20 days, you may submit a complaint by emailing services@suunto.com with the repair request number, product serial number, proof-of-purchase information, and a description of the issue. Customer Care will review the repair status and assess delay compensation based on the specific circumstances.
Frequently Asked Questions
Key Customer Questions
01. Can Suunto replace instead of repair?
Yes. Replacement products may be new, refurbished, or certified equivalent products of comparable specification.
02. What is excluded?
Normal wear, misuse, unauthorized repairs, accident damage, unsuitable shipping damage, and confirmed chemical damage are not covered.
03. Should data be backed up?
Yes. Service may require resetting, replacing, or updating the product, and personal data may be lost.
04. What should I do if service exceeds 20 days?
Contact us at services@suunto.com with the repair request number, product serial number, proof-of-purchase information, and a short description of the issue.
