Frequently Asked Questions

Frequently Asked Warranty Questions

 

How long does the Warranty process take?

What does the Warranty cover?

Why do we have to send in all this information? Shouldn’t you have it already?

I can’t send pictures in. What do I do?

I’ve filed my claim. What’s the next step?

If you send a local technician to clean or repair my furniture, how long will that take?

The technician already came to take care of my furniture. What do I do now?

Are the seat cushions machine washable?

I put the conditioner and/or protectant on my leather furniture and now there’s a white film. How do I get rid of it?

 

How long does the Warranty process take?

This varies on a case-by-case basis. We cannot begin to process a claim until we receive all of the materials necessary – a copy of the invoice, your email confirmation that the information we've collected is accurate and correct, and some pictures of the damages. Once we receive all materials, we are able to resolve most claims and get back to the customer within 5-7 business days.

 

What does the Warranty cover?

This will depend on the warranty that you purchased and when it was purchased. We have several different warranties and our coverage has developed over the years. If you know what year you purchased your warranty and what type of furniture you have (if you’re unsure, you can check your cleaners and it should tell you what furniture they are for) you can download a copy of your warranty policy here.

 

Why do we have to send in all this information? Shouldn’t you have it already?

Great White Bottling, Inc. is a completely separate entity than the local furniture stores. Though we work closely with these companies to provide you with a quality product and warranty package, we are still separate companies. This unfortunately means that we do not share the same computer network. So any invoices and customer information that the local stores have, is held solely within their computer network and needs to be sent or given to us.

 

I can’t send pictures in. What do I do?

In most instances, we do need pictures of the damages. This helps us understand the problem fully and how to remedy it in the most effective way. Having pictures also expedites the warranty process greatly. If you do not have a camera or someone near by that can bring one over, there are still a couple of options – we do accept pictures taken from camera phones provided they show the problem clearly. Also, we have cameras that we can send to you with a return label free of charge. Once you receive the camera, you can take the pictures necessary, put the camera back in the box, place the return label on the box and send it back to us. We will notify you once we receive the pictures here in the office.

 

I’ve filed my claim. What’s the next step?

After calling and speaking to us over the phone, the next step is to send in a couple of pictures of the damages to your furniture, an email confirmation that the information we've collected is accurate and correct, and a copy of your invoice. If you’ve already done this, we will review your claim and determine the best way to remedy your problem. This is also something that will vary depending on the warranty you purchased, the type and extent of the damage to the furniture, the age of the furniture, etc. Some examples of possible remedies are:

  • Sending a local technician out to clean or repair the furniture
  • Ordering a replacement part for your furniture
  • Replacing the piece of furniture with a new piece from the stores – depending on stock we can replace it with the same model or give you a store credit for the same amount that you purchased the furniture

 

If you send a local technician to clean or repair my furniture, how long will that take?

This will depend on your schedule and the technician’s schedule. We will contact the technician and give them the best number to reach you at as well as a description of what needs to be repaired or cleaned. They will then contact you directly to set up an appointment time that will work best for the both of you.

 

The technician already came to take care of my furniture. What do I do now?

If the stain has been removed or the repair is satisfactory, there are no further steps that need to be taken.
If the stain was not removed or the repair is unsatisfactory, just give us a call and send in a few “after” pictures of the problem. We will then review your claim to determine what the best course of action will be to remedy your problem.

 

Are the seat cushions machine washable?

If your furniture is enduro-suede and the seat cushions are removable, you may machine wash them. Unzip the covers and remove them from the foam, then put them in the washing machine on gentle cycle with regular detergent (2-3 tbsp per cover). Be sure to zip the covers up about ¾ of the way when washing them to prevent snagging. When they are finished washing, let them air dry.

 

I put the conditioner and/or protectant on my leather furniture and now there’s a white film. How do I get rid of it?

This is usually due to either applying too much product to the leather, especially on newer purchases, or from leaving it on too long. If this has happened to you, just wipe the leather with a soft cloth and warm water. If needed, add a splash of the Leather Cleaner to the water and gently wipe the residue.