FREQUENTLY ASKED QUESTIONS
Question: If the furniture needs a general overall cleaning is that covered?
Answer: Routine care and maintenance are the consumers responsibility. Please follow the manufacturer’s instructions for cleaning.
Question: Is a payment required for a covered in-home service visit?
Answer: No. there are zero deductibles, trip charges or our of pocket fees for parts or services.
Question: What if the tech can not repair the guests damaged furniture?
Answer: The protection plan has a damage removal or part or full replacement guarantee.
Question: If a guest moves to another state is my furniture still covered?
Answer: Tech services cover all 50 states and replacement parts can be drop shipped to any location. Reselected furniture items need to be made at the location of purchase.
Question: The guest did not receive a copy of their Protection Plan, where can they obtain one?
Answer: Plan documents are emailed or mailed a few weeks after furniture delivery. It is not necessary to be in possession of Plan documents to file a claim. To file a claim, on the web using any web connected device, navigate to 5starservice.net and follow the process to file a claim, it is quick and easy.
Question: Should a guest attempt to clean their own furniture, what should they do?
Answer: Regular cleaning and maintenance is recommended according to the manufactures guidelines.. Call 1-800-732-5856 for protection Plan recommendations.
Question: How much time do I have to report damage to my furniture?
Answer: The guest has 30 days from the point of noticing the damage to report a claim.
Question: Does the protection plan transfer to the replacement item?
Answer: A new replacement piece of furniture has no new coverage on it but replacement coverage can be purchased at the store.
Question: Does the protection plan cover damage caused by pets?
Answer: Individual pet stain is covered but gnaw and claw type damage are not unless a Pet Plan is purchased (Pet Plans are sold separately and are not part of any other Plans).
Question: What if a part is no longer available?
Answer: A reselection piece of furniture will be authorized when parts or material are no longer available from the manufacture. The are NO prorated deductions taken off the original purchase price.