Overview
Use the following definitions to help identify and select the appropriate Category and Reasons 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
| DAMAGE | This category addresses 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 type of physical damage that occurred as a result of 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 | This issue applies an order has not arrived, significantly delayed, and there is no available tracking information, or when tracking indicates that the package is lost and no resolution has been provided by the carrier. |
| RETURNED | This category involves situations where the product was returned to the manufacturer, either because the customer refused it or could not be delivered for other reasons |
| OTHER | Issue that arose in carrier that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: FINISH
This category covers newly received/opened orders with issues related to the surface finish or appearance of the product. These issues are usually due to manufacturing defects or flaws in the finishing process (no indication of damage during transit). See the' DURABILITY' category for finish or surface issues that appear after use.
| 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 it 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 the 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 that can be caused by contact with abrasive materials during the manufacturing process or in shipping. Light circular patterned surface scratches can also be caused during the buffing process in manufacturing. |
| OTHER | Issue that arose in finish that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: TOLERANCE
This category refers to newly received/opened orders with issues related to dimensional, alignment, or color inconsistencies that fall outside of acceptable product specifications or standards.
| BOW/WARP | The product is warped, bowed, or bent out of shape over 1/8", which can affect its fit or function. This may be due to manufacturing errors, such as improper curing or stress during production, extreme temperatures during shipping (over 115 F). |
| MEASUREMENTS | The product does not meet the required dimensions, including size, weight, or any other critical measurement over 1/8". This could affect its ability to fit or function properly. This could include misaligned panels, or any components that should be properly aligned for aesthetic or functional reasons |
| COLOR VARIATION | The product’s color does not match the expected or intended color. This could be a significant difference in hue or finish compared to the sample or specification and should not exceed more than two (2) tone shades. |
| PATTERN ALIGNMENT | Pattern designs are misaligned over 1/16" affecting the aesthetics and continuous pattern displayed. |
| OTHER | Issue that arose in tolerance that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: PACKAGING
This category covers issues related to how the product was packaged before shipping, including missing or incorrect items.
| MISSING ITEM | A part or component that should have been included with the product is missing from newly ordered/opened orders. 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 INTERNAL category. |
| OTHER | Issue that arose in packaging that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: DURABILITY
This category is for issues related to the long-term performance of the product. It includes problems that may develop over time but are not due to customer misuse or installation errors.
| 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 products 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. |
| 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 like fraying, cracking, or material breakdown. |
| OTHER | Issue that arose in durability that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: HANDLING
This category addresses internal issues that arise from order processing or internal systems. It typically includes errors made in handling, inputting, or shipping the order.
| MISSING ITEM | Ordered item (or package) missing from order received by 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 that arose due to mistakes made during order entry, such as incorrect quantities, billing information, or shipping details that were incorrectly entered into the system. |
| OTHER | Issue that arose in handling that is not otherwise accounted for in existing subcategories (a one-off occurrence) |
CATEGORY: OTHER
This category is for issues that do not fit within the predefined categories. Additional notes will be required to fully explain the problem.
| See Notes | Use this option if the issue reported by the customer doesn't fit into any of the above categories. Please provide clear and detailed notes to ensure that the issue is understood and can be evaluated properly. |