Frequently Asked Questions about our Furniture Protection Plans
Curious about how our Furniture Protection Plans work? Have a question about what our plan cover, or how to request furniture service? You've come to the right place. Here you'll find answers to some of the most frequently asked questions about Guardsman's protection plans, including what distinguishes them from a manufacturer's warranty. Hear about how Guardsman's Furniture Protection Plans work from the reviews and stories of real customers. Read customer reviews.
A Guardsman Furniture Protection Plan helps protect your new furniture from accidental stains and damage caused by you or someone in your home. A Plan provides service for stain removal, repair, and even replacement of irreparable damaged items, depending on the type of plan you purchase, so you can keep your furniture in good condition for years of enjoyment.
A Furniture Protection Plan is not a warranty. Warranties cover manufacturer issues with the product. Typically the damage associated with a warranty is caused by an issue with the design, workmanship, or quality of materials, and is not caused by you.
Guardsman Plans provide you with a furniture repair expert when you need one — from our network of thousands of furniture technicians across the United States and Canada who can:
CLEAN ACCIDENTAL STAINS SUCH AS
- Food and beverage stains
- Household stains
- Ink stains
- Lipstick, nail polish, cosmetics
- Human and pet bodily fluids
REPAIR ACCIDENTAL DAMAGE SUCH AS
- Punctures, rips, cuts, tears, and burns in most leathers and fabrics
- Burns, heat marks, scratches, and gouges in wood
- Springs, frames, and certain mechanisms
Guardsman offers a variety of Protection Plans. All plans are subject to limitations and exclusions. Ask your sales associate to review a sample of the Plan that is sold at your furniture retailer before purchasing.
If you purchased a Guardsman Furniture Protection Plan and need service for a stain or damage during the term of the Plan, simply call the toll free number listed on your plan or file a service request at guardsman.com within five days of the stain or accident occurring.
Call to request service:
• If you call Guardsman to request service, Guardsman will email or mail you a Service Request Form that you will need to complete, sign, enclose a copy of your sales receipt, and return to Guardsman within 30 days of your initial call to request service.
Request service online:
• If you request service using Guardsman Online Service Request Form, simply complete the Form online, print, sign, enclose a copy of your sales receipt, and return to Guardsman within 30 days.
Occasionally, we may ask you to provide photos of your stain or damage to enable us to provide you with the best solution for your service request. Upon receiving your Service Request Form, Guardsman will review your service request. If your request is eligible for service under the terms of the plan, Guardsman will contact you to provide service. Most requests are handled in less than one week.
Ideally, you'll never have to deal with stained or damaged furniture, but accidents inevitably happen. That's why Guardsman's Protection Plans are here to help. Hear about how Guardsman's Furniture Protection Plans work from the reviews and stories of real customers.
The Protection Plan would have been provided either by the retailer at the time of purchase/delivery or mailed to you by Guardsman. Sample Plans can be found on this website at Sample Protection Plans. If you would prefer to have a Plan sent to you, please contact us at 1-800-253-3957.
Stains or damage from normal wear and tear is not covered by a Furniture Protection Plan. Wear and tear occurs with ordinary, everyday use of your furniture. Furniture Protection Plans are designed to cover stains and damage caused by a specific incident. Overall cleaning is not covered as this is considered maintenance for normal wear and tear as opposed to the spot cleaning provided by the plan for accidental spills.
The Guardsman Furniture Protection Plan is valid throughout the United States and Canada as long as you are the original owner of the furniture. Please note though, stains or damage caused by moving furniture from one place to another, are not covered by the Furniture Protection Plan.
The Guardsman Furniture Protection Plan does not cover overall cleanings. General maintenance of furniture is the consumer's responsibility. If you would like to have your furniture cleaned, you may contact a cleaning professional in your local area. Please be sure that the manufacturer's instructions for cleaning are followed. For your convenience, Guardsman Furniture Professionals are listed on this website under "Find a tech".
The Service Request Form is designed to gather specific information about your furniture stain or damage, such as the affected furniture piece, what the furniture is composed of, and type and location of the stain or damage. Guardsman uses this information to process the request accurately, order needed parts, and hire the most qualified technician to service your specific stain or damage.
If I complete the online form, do I still need to mail in the Service Request Form along with my sales receipt?
Yes. The online service request expedites the process of submitting your request by providing you with the Service Request Form online versus waiting to receive the Form via email or mail. Once you have completed and printed the online form, you should proof the information you provided and correct any mistakes prior to mailing. Whether you choose to complete the Service Request Form online or manually complete the Form that you received via email or regular mail, you will need to sign and mail back a hard copy of your Form accompanied with a copy of your sales receipt.
Guardsman requires that you complete the Service Request Form in its entirety, sign, and date it. Then mail the completed form to:
GUARDSMAN SERVICE CENTER
P.O. BOX 88010
GRAND RAPIDS, MI 49518-0010
Once we receive your form, you can expect to hear back from Guardsman within a business week.
When can I expect to hear from a technician, and who will be coming into my home to service my furniture?
An authorized Guardsman technician will contact you to schedule an appointment to service your furniture. If you have not heard from the technician within 5 business days, please contact Guardsman at 1-800-675-3603.
Guardsman requires photographs to document the quality of the technician's work and to ensure that a successful service has been provided.
What happens if the technician is unable to successfully resolve the covered stain/damage that I reported?
If the technician cannot make a repair for any reason, he/she will submit a report to Guardsman. Once the review is complete, a Resolution Account Manager will be in contact with you to discuss the next step.
Your sales receipt is proof of purchase of your furniture and Protection Plan.
Your sales receipt will need to show: a) customer information, b) retailer information, c) purchase and/or delivery date, d) itemized list of furniture purchased with prices, e) the Guardsman protection plan.
I want to attempt to clean my own furniture. What products can I use based on my cleaning codes (S, WS, W, and X)?
If the stain is the result of an accidental stain or damage, we recommend that you contact Guardsman for service before you attempt to clean the stain on your own. Simply blot the spill with a clean, dry cloth. Whether the stain is eligible for service from Guardsman under your Furniture Protection Plan or not, if you attempt to clean a spill, you must follow the cleaning methods recommended by the furniture manufacturer, which is to include pre-testing any product in a hidden area. Below are the definitions of cleaning codes:
“S” Cleaning Code: Can only be cleaned using a solvent-based cleaner.
“W” Cleaning Code: Can be spot cleaned with a water-based cleaner.
“WS” or "SW" Cleaning Code: Can be spot cleaned with solvent-based or water-based cleaning products.
"X" Cleaning Code: Can only be vacuumed and cannot be cleaned with any type of cleaner. (Note, Guardsman Furniture Protection Plans do not provide stain removal for fabric with this cleaning code.)
Where can I locate the Do Not Remove Tag info, ACK number, or Serial Number? If there is no tag data, what should I do?
Do Not Remove Tag information is only applicable to upholstered furniture. Common locations are under the footrest on reclining units and under seat cushions if they are removable. If you cannot locate your tag and you are completing a Service Request Form, please put N/A in that section.