WARRANTY PROCESS
Warranties
At Fortunoff Backyard Store, quality and service are our top priorities. Every outdoor and patio furniture item or accessory we offer is quality assured and protected by a manufacturer's limited warranty, and in an effort to offer you the best assistance, we handle all warranty claims.
To get started on a warranty claim, follow the steps below or contact our customer support team at 855-337-8785 or at customer.service@fortunoffbys.com.
How to Submit a Claim:
- Take pictures of the damage. We need images of the defective area. If more than one piece is damaged, we need pictures showing each defective piece, pictures of the entire piece, and a group shot to begin your warranty claim.
- Fill out the form below. Include your first and last name, phone number, email address, physical address, invoice number (if available), a description of the incident, and photo evidence for each described issue.
- Once the form has been received, a customer support representative will reach out to you with updates.
- Please fill out the form with all of the requested information.
Please allow up to 3-5 days for warranty claim processing before following up.
Warranty Coverage Questions:
Aluminum Products
WHAT IS COVERED:
The manufacturer's limited warranty on aluminum products covers structural defects in wormkanship. Examples include: weld breakage.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Resin Wicker Products
WHAT IS COVERED:
The manufacturer's limited warranty on resin wicker products covers structural defects in wormkanship. Examples include: weld breakage or weave tears.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Teak Products
WHAT IS COVERED:
The manufacturer's limited warranty on teak products covers structural defects in wormkanship. Examples include: joinery failure.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Polymer Products
WHAT IS COVERED:
The manufacturer's limited warranty on polymer products covers structural defects in wormkanship. Examples include: cracked frames.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Cast Aluminum Products
WHAT IS COVERED:
The manufacturer's limited warranty on cast aluminum products covers structural defects in wormkanship. Examples include: weld breakage.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Stone Products
WHAT IS COVERED:
The manufacturer's limited warranty on stone products covers structural defects in wormkanship. Examples include: crackes and fractures.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: frame failure from abuse or improper use, improper assembly, exposure to water and sub-freezing temperatures, and normal wear-and-tear. Examples of "normal wear-and-tear" include damage to movie parts, rocker plates, and any damage caused by an accident.
Umbrellas
WHAT IS COVERED:
The manufacturer's limited warranty on umbrellas covers the powder coat finish, the frame, the ribs, the finial, the tilt, the cord, the crank handle, the housing, and the canopy and rib procket seams. If a defect in the original material or workmanship appears during the warranty period, we will repair or replace the product.
WHAT IS NOT COVERED:
The manufacturer's limited warranty does not cover: failure caused by unreasonable or abusive use, neglect of reasonable and necessary care, and any modification to the product. Additionally, acts of nature (including but not limited to wind, hurricanes, tornadoes, and storms).
Frequently Asked Questions:
What can I expect during the warranty claim process?
Once your claim is submitted, please allow our customer service team 3-4 days to respond. If additional information is needed, a member of our team will reach out. If no additional information is needed, our customer service department will submit the claim to the manufacturer on your behalf. Manufacturers' warranty claim review processes vary, but standard response times are 7-14 business days. Our customer service team or your local Backyard Specialist will update you on your warranty claim's progress via email.
My claim was approved – What happens next?
If your warranty claim was approved by the manufacturer, one of two things can happen:
Product Exchange or Store Credit: In some cases, a product exchange or store credit in the amount of the purchase price will be issued to replace the warrantied product. Exact replacement of the original purchased item is limited to stock availability. If an exact replacement item is not in stock, a store credit will be issued for the same amount of the product's original purchase price.
Parts Replacement: In some cases, the manufacturer may choose to send parts to fix the warranty issue. Parts are sent directly to the customer or local Fortunoff Backyard Store for pick up. The customer is responsible for the installation of any replacement parts.
My claim was denied – What happens next?
If your claim is denied, our customer service agent will walk you through your options, depending on the reason your claim was denied.
