Accidents happen.
Guardian Protects.

Frequently Asked Questions

Accordion

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 item.

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 specifications.

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 protection plan.

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 plan.

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 furniture.

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 business days.

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 800-527-8485.

Feedback

"It is comforting to know that some
organizations still value customer
service. My wife and I will definitely
purchase the protection again
on our new sofa. You and your
company have been nothing but
great to work with."
J. W.