What are hours for Customer Service? +
8:00 AM to 5:00 PM Eastern Time, Monday through Friday.
What are the best times to call Customer Service? +
Customer Service experiences lower call volumes from 8 AM to 11
AM Eastern time.
What are the cleaning codes for fabric? +
The cleaning code is the recommended cleaning method given by
the manufacturer of your furniture. Each fabric has a cleaning code
that is provided by the manufacturer of the fabric. Generally the
cleaning code will be one of the following...
(S) DRY CLEAN ONLY
(W) WATER BASED CLEANABLE (shampoo)
(S / W) DRY CLEAN or WATER BASED CLEANABLE
(X) VACUUM ONLY
Guardian does not have access to your cleaning code. It may be
located on your furniture's tags or deck area of the upholstered
Where/how do I find a cleaning code for my furniture/fabric? +
You can most often find the cleaning code under the cushion or
underneath the furniture unit.
What do I do if I cannot find the cleaning code on my furniture? +
Contact your retailer and request they check the manufacturer's
What is X coded fabric? +
The only cleaning method is vacuuming. X coded fabric is a type
of fabric that cannot be cleaned with any product. Our protection
plan specifically excludes any coverage for X coded fabric because
it inhibits our ability to perform any obligations under the
What is non-colorfast material? +
Non-colorfast material is a type of material that cannot
maintain the color. This type of fabric is not eligible for
coverage on any of Guardian's protection plans. Since non-colorfast
materials cannot be cleaned without producing color loss, Guardian
has no ability to perform the obligations of the protection
To test for colorfastness follow these instructions: Using warm
water, lightly dampen (never wet) a clean white absorbent cloth or
paper towel, blot in an inconspicuous area of the furniture piece.
If color lifts refer back to the retail establishment from whom you
purchased your Guardian plan.
How do I find a professional to clean my furniture? +
Your protection plan is not a cleaning contract. Guardian
recommends using a professional to clean fabric or leather
upholstery periodically. If you are unable to find a professional,
then contact Guardian, and we will try to refer you to a cleaning
professional in your area.
Why do you need my invoice/sales receipt? +
Your invoice/sales receipt provides proof of purchase. If your
service request is eligible for service your invoice is crucial in
obtaining information from your retailer about your specific
Where should I fax my invoice/sales receipt? +
Please fax your invoice to 800-668-5754
What is the preferred method of contact to follow up on a service request? +
The preferred method is to submit a Check Service Request Status
form under the protection plan heading on this website. You will
avoid wait times due to heavy call volumes. You can also call us at
800-527-8485. If you call after hours, leave a voicemail. Our
normal response time to check claim status and voicemails is two
How long will I have to wait for a response from a voicemail or electronic inquiry? +
Customer Service has full time representatives that solely
return voicemails and electronic inquiries. Our expected timeframe
is two business days.
Why do I have to report stains within the time frame stated on my protection plan? +
Our objective is for customers to have stain-free furniture. The
sooner we get to the staining problem, the better the results. The
longer a stain remains, the more difficult it is to remove.
How long will it take to dispatch a service technician? +
Our process requires us to send an authorization to a
subcontracted service technician that services your particular
area. Once they receive a work order they are allowed up to three
business days to contact and schedule your appointment. The
technician then enters the appointment date in our database for
tracking purposes. If the technician has not contacted you
within 7 business days please contact Customer Service at