Warranty Support

📦 Freight Claim Process – Carrier-Related Warranty Replacements This process outlines the steps for identifying, documenting, and submitting freight claims when a warranty replacement order is created due to carrier-related damage or error. --------------------------------------------------------------- 🔍 When to Flag "Freight Claim Required" During the Warranty Claim Form submission, the “Freight Claim Required” box should be checked only if: - The replacement is the result of a confirmed...

Overview All CASTICO products and accessories are backed by a limited lifetime warranty covering defects in material and workmanship under normal residential use. Inspection and reporting deadline Customers are responsible for inspecting products upon receipt. Visible or concealed damage must be reported within 5 days of delivery. This is the window printed on the pallet slip that ships with every order, and it applies to both damage visible on the outside of the packaging and damage found o...

Overview When a customer reports a potential warranty issue, the Customer Care team initiates and manages the claim. This guide covers documentation and evidence. Step 1: How customers report warranty issues • Customer Care: phone, email, or chat, logged via the CC Warranty Claim Form • Through a retail partner acting on the customer’s behalf Step 2: Initiating a claim Each warranty claim must log: • LA Ticket ID • Reported Issue — see Issue Categories & Definitions • Place of Purchase ...

Overview Use the following definitions to help identify and select the appropriate Category and Reason when completing a Warranty Claim Submission Form. CATEGORY: CARRIER This category refers to issues that arise from the delivery service or transportation company responsible for moving the product. These issues typically involve delays, mishandling, or failure to follow delivery instructions. Reason Definition DAMAGE Physical damage sustained during shipment or mishandling while the prod...

Overview Agents are required to ask and document diagnostic questions relating to the issue being reported. These help identify root cause, support faster resolution, and give the Production and Quality teams what they need to determine whether the cause relates to materials, manufacturing, packaging, shipping, or external factors such as misuse or third-party handling. Requirements 1. Ask the relevant diagnostic questions based on claim category and issue type 2. Document all responses in t...