Frequently Asked Questions
Contacting Guardian Warranty Services
What are hours for Warranty Services?
8:00 AM to 5:30 PM Eastern Time, Monday through Friday.
What are the best times to call Warranty
Warranty Services 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
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
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 warranty
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 warranties. Since non-colorfast
materials cannot be cleaned without producing color loss, Guardian
has no ability to perform the obligations of the warranty.
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 warranty plan.
How do I find a professional to clean my
Your warranty 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.
If cleaning and maintenance products other than the ones
supplied with my warranty have been used, will that void my
YES - Please contact Warranty Services to file a claim prior to
using any cleaning methods -- 800-527-8485.
A warranty was not given to me at time of
purchase. How do I get one?
You will need to contact your retailer.
I did not register my warranty within the 30 day time
frame. Is it still valid?
Yes. Please register it now. As long as you have your warranty and
store invoice you may still register.
Why do you need my invoice/sales receipt?
Your invoice/sales receipt provides proof of purchase. If your
claim 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
Please fax your invoice to 800-668-5754
What is the preferred method of contact to follow up on
The preferred method is to submit a Check Claim Status form
under the warranty 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?
Warranty Services has full time representatives that solely return
voicemails and electronic inquiries. Our expected timeframe is two
What is an Examiner?
A professional who reviews your claim and contacts you with a
Why do I have to report stains within the timeframe
stated on my warranty?
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 it.
How long will it take to dispatch a service
Our current process requires Warranty Services 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
Warranty Services at 800-527-8485.
Why is Warranty Service choosing to order parts rather
than sending a service technician?
If a stained or damaged area is removable and purchased recently,
the part replacement may be a better option for all
involved. If determined the part is not available, a
service technician will be dispatched to service your claim.
What happens when Guardian has to order replacement
parts for my claim?
Replacement parts ordered by Guardian from the manufacturer
generally take between eight to ten weeks to arrive at the retail
store. The retail store will contact the customer when it is
I received your cleaning solutions and the stain is
removed but I still have an odor?
Your warranty does not provide coverage for odor. You may
use a "deodorizer" to remedy the odor issue. We recommend our Crypton Fabric Freshener
and Deodorizer and Crypton Pet Stain and Odor
Why doesn't the surface bead up on my fabric furniture,
like I saw in the store?
Our product is not a topical treatment. The product anchors into
the fibers to repel stains thus improving the success rate of
removal. Furthermore, some fabrics have different weaves and
fibers that inhibit the ability to bead up.
How do I know what my warranty coverages
When you purchase a program you should receive a written warranty
that lists specific coverages, exclusions, cleaning instructions
and how to file a claim.
Where should I submit a compliment, suggestion or
Via this website please go to the Contact Us link.
Where to get more furniture care products
Where can I purchase more of the Guardian
You can check with the original retailer that sold you the
warranty or you may contact the distributor in your local
marketing area. Our distributors can be found on this website
by linking under COMPANYon "Distributor" and selecting from the drop