CLAIMS
Do customers have to provide pictures when submitting their claim?
Pictures are not required. However, they are very helpful and may speed up the processing of the claim.
What does Guardsman define as matching pieces?
Furniture items that have identical fabric color and/or print or other characteristic designs that tie the furniture items together are matching pieces.
Does the protection plan cover the electrical outlet on my nightstand?
Yes. The plan covers integral electrical components after the manufacturer’s warranty has expired.
Is an oily spot on the head rest covered?
The plan covers a specific incident of bodily fluids. It does not cover the gradual buildup of stains caused by perspiration, hair oil, or body oil.
Does the plan coverage continue when an item is replaced?
Coverage ends when an item/part is replaced. The customer would need to purchase a new plan for coverage. Component parts are ineligible for a new plan.
Are matching dye lots covered?
No. The plan reads, “Please understand that dye lots vary, and furniture may fade over time, so you might find slight, unavoidable differences in color.”
Does the protection plan cover metal and stone?
Yes. The plan covers “other hard surfaces.” Metal and stone are considered hard surfaces.
If the sun causes the leather to fade, is that covered?
No. Fading or color loss is not covered.
When removing a stain on a sofa, does the tech clean the entire sofa?
The tech is responsible for the cushion(s) reported. The tech will clean from seam to seam of the cushion(s), not the entire sofa.
What are examples of normal/ordinary wear and tear that are not covered by the plan?
Pilling, pulls, snags, or fraying of fabric are examples of non-accidental damage.
If a tabletop is scratched, will the technician refinish the entire tabletop?
The technician will only repair the damage that was reported.
Are surface scratches on leather covered?
Scuffing, scrapes, scratches, or other surface abrasions, including surface scratches on leather are not covered.
How can the customer or I check the status of the claim?
The status of a claim can be checked on Guardsman.com. Click on “Submit a Claim” at the top of the page, then scroll down to the Claim Status icon. The claim number and customer’s zip code are required.
How does the plan work with a manufacturer’s warranty?
The manufacturer’s warranty applies first, then the protection plan picks up where the warranty has expired. Example: Seam separation is covered by the manufacturer in the first year, so the Gold Plan covers seam separation years two through five.
If my dining table leaf warps while in storage, is that covered?
No. Warping is due to a specific occurrence. Also, damage caused while furniture is in storage is not covered.
Does the plan cover cracking or peeling even though they’re not considered accidents?
Yes. Cracking and peeling are covered if reported within 30 days of occurrence.
What happens if the stain that the technician treated comes back?
The plan states that the customer must call Guardsman within 30 days of when the tech serviced the stain.
Why isn’t cushion resiliency covered under the plan?
Cushion resiliency and “flattening” are considered ordinary wear and tear, not an accidental occurrence.
Are surface scratches on wood covered?
Light surface scratches are not covered. They are considered normal wear and tear.
Is decorative stitching covered?
Seam separation is covered. Decorative stitching is not covered.