In the event of a problem with a product, we advise customers to contact the manufacturer's technical support lines to identify the issue and obtain any necessary part numbers. Having part numbers and serial numbers on hand is crucial for a successful call and throughout the warranty process. While we encourage troubleshooting and information gathering to file a warranty claim, we do not recommend initiating a claim directly with the manufacturer. Instead, please use our web form to submit a warranty claim, and we'll take care of the rest.
Although all warranties are subject to the manufacturer's terms and conditions, submitting a claim directly to them can hinder our warranty team's ability to assist you through the process. We strive to support you and your customers in the best possible way, and our experience allows us to ensure a quick and transparent warranty process. Trust us to submit any claims on your behalf, as we are committed to providing the most efficient and effective service.
To begin your warranty claim, simply fill out our warranty claim web form. It is important to provide all the required information in the form, as these fields are mandatory and necessary for the manufacturer. After submitting the form, our customer service team will process it and forward it to the warranty department. If any further information is required, our team will contact you to request it.
Warranty Claim Process
1. Reach out to the manufacturer’s tech support to troubleshoot the issue and gather any applicable part numbers, case numbers, etc.
2. Complete and submit the warranty claim web form with all required information.
3. Our warranty team submits the claim to the manufacturer on your behalf and sends confirmation that it was sent.
4. We will provide any updates received from the manufacturer such as ETAs and tracking info.
What is the estimated time for receiving a replacement part?
Lead times can differ, particularly if items are out of stock. In such cases, the manufacturer may directly ship the product to the end customer. However, if drop-shipping is not an option, the item will be shipped to the dealer or distributor. If warranty items arrive at our warehouse, we will dispatch them as soon as possible.
Is it possible to receive a replacement log set if the received one has a broken log?
Typically, manufacturers provide individual log replacements, so there is no need to purchase a new log set entirely. If the product appears to be damaged upon delivery, it is advisable to refuse the shipment. This will change the nature of the problem from a warranty issue to a freight issue.
Is it recommended to have a licensed professional carry out the installation of my product?
Certainly, we strongly advise engaging a licensed professional to install and maintain your product. In some cases, manufacturers may not honor warranties or claims if the product was installed by an unlicensed individual.
Is it possible to file both a freight claim and a warranty claim for the same product?
No, it is not possible to file both a freight claim and a warranty claim for the same product. If there is visible or hidden damage to the product, it should always be reported as a freight claim within 48 hours of its arrival at your facility. If the problem is due to a defective part, then it will be considered a warranty issue. However, certain circumstances may warrant special exceptions, but it is unlikely that both a freight and warranty claim will be necessary simultaneously.
