Help CenterFAQ: Furniture Protection Program _
What is an Extend Protection Plan?
The Extend Protection Plan provides peace of mind and financial protection from product failure and accidental damage is included. Our furniture plans begin on the date that the product is delivered and continue for the full term of the plan. Protection against mechanical and electrical failure from normal wear-and-tear starts after the manufacturer’s warranty expires. Accidental damage or stains are covered for the entire term.
What does my Extend Protection Plan offer?
Extend offers customers the option to purchase protection plans that go beyond a product manufacturer’s warranty.
How can I purchase an Extend Protection Plan?
A protection plan can be purchased through the participating merchant online or their customer care team over the phone.
How many times can I use the Extend Protection Plan?
You will be able to repair your product until the number of times and cost of the repair exceeds the product's retail price.
My furniture has a tear or structural damage. What are the next steps to repair my item? If the furniture has a tear caused by an accident or structural/mechanical damage from normal use, please contact Extend’s Customer Care team in the Extend Claims Portal (https://customers.extend.com/) or via phone at 877-248-7707. We will review your claim and work with you to dispatch a servicer to repair your damaged furniture.
I accidentally spilled coffee and it stained my furniture. Is this serviceable? If you have an accidental damage and handling (ADH) repair program with Extend, we protect against rips, tears, and stains. Please contact Extend’s Customer Care team in the Extend Claims Portal (https://customers.extend.com/) or via phone at 877-248-7707. We will review your claim and work with you to dispatch a servicer to repair your damaged furniture.
What are the benefits of an Extend Protection Plan?
Extend provides peace of mind and financial protection should your product fail or experience accidental damage. Extend is a reliable service that makes purchasing and filing claims on protection plans easy through an easy-to-use online portal and a great customer experience team.
What products are covered?
The Extend team works with our partner merchants to identify all eligible products and match them to a warranty plan.
I know a furniture repair near me, does Extend cover the cost if I choose to use their repair services instead of Guardsman?
As we hold our partner services to a very high standard, we require that servicing is scheduled and conducted through Extend. We cannot guarantee the quality of work from third-party repairs. Extend will only cover the cost of authorized repairs. In cases where customers seek third-party repair services, the Extend protection plan would not be terminated. However, damage caused by unauthorized services may violate Extend’s terms and conditions and void future claims.
Does my Extend protection plan offer protection for damage caused by third parties? e.g. moving companies, etc.
Our Terms and Conditions currently do not allow for coverage of damage caused by third parties such as moving companies.
If the furniture is irreparable, will Extend replace my item?
Extend will review each claim and work with you to determine the best course of action in the event your furniture is irreparable.
What do I need when I need to utilize my Extend Protection Plan?
Please have your contract ID or email address handy in order to file a claim through the Extend Customer Claims Portal or by contacting Extend’s Customer Care Team at 877-248-7707.
If you contact the merchant directly to file the claim, you may be warmly transferred to Extend via phone at 877-248-7707 or may receive assistance to file the claim on your behalf through the Extend Customer Claims Portal.
Where is my contract ID?
Customers will receive an email after purchasing a protection plan that details
● Contract ID
● Warranty Term Length
● Coverage Dates
● Product Name
Please contact the Extend Customer Care Team if the Customer does not receive this email at WarrantyOps@Extend.com.
What is the process to file a claim under the Extend Protection Plan?
Extend makes it easy to file a claim either through the call center or the online portal. Below are the steps the customer will go through to have furniture taken care of:
● The customer provides a contract ID, email address, or another piece of identifying information to Extend
● Extend entitles (validates) contract coverage by ensuring:
○ The plan is active
○ The date is between the Effective & Expiration Dates
● The customer will then answer a few Adjudication questions
● High-level troubleshooting steps are offered
● If a Servicer is required, Extend will dispatch a servicer to the customer’s location for furniture repair
● Extend will be in constant communication with the customer to ensure services have been scheduled and completed
● Customers can repair this device until the number of times and cost of the repair exceeds the product's retail price.
If the Customer experiences any complications during the Claims process, what can they do?
The Customer can contact the Extend Customer Care Team in the Extend Claims Portal (https://customers.extend.com/) or via phone at 877-248-7707.
Can I cancel my Extend Protection Plan?
Yes, customers can cancel their coverage at any time.
When the customer cancels their Extend plan, what is the refund policy?
For an extended warranty plan, the customer is entitled to a full refund throughout the life of their limited warranty coverage. After the limited warranty expires, the customer is entitled to a pro-rata refund on the unused portion of the service contract.
For an accidental damage and handling plan, the customer is entitled to a full refund within 60 days of purchase as long as the contract is not fulfilled. After 60 days, the customer is entitled to a pro-rata refund on the unused portion of the service contract.
