Issue Categories & Definitions (i)

DAMAGE

Physical damage sustained during shipment or mishandling while the product is in transit. The damage is typically discovered once the product is unpacked or examined upon receipt. This may include dents, cracks, broken components, or any other physical damage resulting from mishandling during transit or improper packaging.

DELIVERY

The order was delivered to an address that does not match the Ship To address specified in the sales order. This may result from clerical errors or a miscommunication in the shipping process.

LOST ORDER

An order has not arrived, is significantly delayed, and there is no available tracking information — or tracking indicates the package is lost and no resolution has been provided by the carrier.

RETURNED

The product was returned to the manufacturer, either because the customer refused it or because it could not be delivered for other reasons.

OTHER

An issue arising in carrier that is not otherwise accounted for in existing subcategories (a one-off occurrence).

CHIPS

Pieces or small fragments of the product’s surface are missing or broken off. This could happen during manufacturing or due to mishandling, but should not occur under normal conditions.

CRACKS

Visible but small cracks or fractures in the surface of the product, typically appearing after manufacturing but before installation or use. This may affect both structural integrity and appearance.

BUBBLING

Air bubbles or inconsistencies in the product’s finish, often seen in paint, coatings, or other surface treatments. This is usually a manufacturing defect.

SCRATCHES

Visible but small or light scratches or marks on the product’s surface, caused by contact with abrasive materials during manufacturing or in shipping. Light circular patterned surface scratches can also be caused during the buffing process in manufacturing.

OTHER

An issue arising in finish that is not otherwise accounted for in existing subcategories (a one-off occurrence).

BOW/WARP

The product is warped, bowed, or bent out of shape over 1/8 inch, which can affect its fit or function. This may result from manufacturing errors such as improper curing or stress during production, or from extreme temperatures during shipping (over 115°F).

Drainage and standing water issues are also filed under this reason. Water pooling, slow drainage, or water held in a corner is most often caused by bow or warp in the base, or by an installation that is not level. Where investigation confirms no defect — for example where the cause is shower head aim, shower head flow rate, or water resting within the flat 2 inch perimeter — close the claim as OTHER: See Notes rather than as a bow/warp claim.

MEASUREMENTS

The product does not meet required dimensions, including size or any other critical measurement, by more than 1/8 inch. This could affect its ability to fit or function properly, and may include misaligned panels or components that should be properly aligned for aesthetic or functional reasons.

Note: the size listed for a base is the rough-in dimension. The base body measures 3/8 inch less than its listed size, with the two flanges making up the difference. Confirm which figure the customer measured before treating it as out of spec.

COLOR VARIATION

The product’s color does not match the expected or intended color, with a significant difference in hue or finish compared to the sample or specification.

All color variation claims are escalated to our engineering team for determination. A production color range exists and some variation falls within it. Before escalating, confirm the customer has viewed the product in different lighting, as bright white light exaggerates variation.

PATTERN ALIGNMENT

Pattern designs misaligned over 1/16 inch, affecting the aesthetics and continuity of the pattern displayed.

OTHER

An issue arising in tolerance that is not otherwise accounted for in existing subcategories (a one-off occurrence).

MISSING ITEM

A part or component that should have been included with the product is missing from a newly ordered or opened order. This may include accessories, hardware, or other essential pieces required for the product’s full functionality.

INCORRECT ITEM

The wrong item or component was received, either due to a labeling error or a mistake in the packaging process. This may include an entirely different product or part than what is listed on the packaging box, resulting in the customer receiving something different than what was ordered. If the packaging label matches the item received but does not match the order, see the HANDLING category.

OTHER

An issue arising in packaging that is not otherwise accounted for in existing subcategories (a one-off occurrence).

CHIPPING

Small pieces of the surface material are breaking off or flaking, typically due to poor durability in the product’s design or material choice.

CRACKING

Cracks are discontinuities or fractures within the product’s structure or surface.

DISCOLORATION

The product has changed color over time, potentially due to manufacturing defects or issues in the material used, and is no longer consistent with its original appearance.

Note: a purple tint on wall panels indicates bleach exposure. This is permanent and is not covered under warranty.

SCRATCHING

Scratches that appear on the product’s surface over time, not due to normal wear and tear but because of a defect in the material or coating.

WEAR & TEAR

Gradual damage or deterioration from normal use that occurs prematurely due to a manufacturing defect. This could include issues such as fraying, cracking, or material breakdown.

OTHER

An issue arising in durability that is not otherwise accounted for in existing subcategories (a one-off occurrence).

MISSING ITEM

An ordered item or package is missing from the order received by the customer.

MISS-SHIP

The wrong product was shipped due to an error during order processing. This could involve shipping the incorrect model, part, or quantity to the customer.

ORDER ENTRY

Issues arising from mistakes made during order entry, such as incorrect quantities, billing information, or shipping details entered into the system.

OTHER

An issue arising in handling that is not otherwise accounted for in existing subcategories (a one-off occurrence).

SEE NOTES

Use this option if the issue reported by the customer does not fit into any of the above categories. Provide clear and detailed notes to ensure the issue is understood and can be evaluated properly.