WARRANTY FAQ

How long is my TimberTech Warranty?

TimberTech products are made exclusively from technologically-advanced materials designed to provide years of low maintenance use and enjoyment. TimberTech decking, railing, and fencing products are covered by a 25-year limited warranty for residential applications and a 10-year limited warranty for commercial applications. The products are guaranteed against termites, checking, splitting, decay, rot and splintering. In addition, Earthwood Evolutions is covered by a 25-year fade and stain warranty.

* = all TimberTech products purchased prior to January 1, 2005 were covered by a 10-Year Limited Warranty.

 

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What does the warranty not include?

TimberTech does not warrant against and is not responsible for, and no implied warranty shall be deemed to cover, any product failure, product malfunction, or damages attributable to: (1) improper installation of the TimberTech Products and/or failure to abide by TimberTech’s installation guidelines, including but not limited to improper gapping; (2) use of TimberTech Products beyond normal use, or in an application not recommended by the TimberTech installation guidelines and local building codes; (3) movement, distortion, collapse or settling of the ground or the supporting structure on which the TimberTech Products are installed; (4) any act of God (such as flooding, hurricane, earthquake, lightning, etc.), environmental condition (such as air pollution, mold, mildew, etc.), or staining from foreign substances (such as dirt, grease, oil, etc.); (5) variations or changes in color of TimberTech Products; (6) normal weathering due to exposure to sunlight, weather and atmosphere which can cause colored surfaces to, among other things, flake, chalk, or accumulate dirt or stains; (7) improper handling, storage, abuse or neglect of the TimberTech Products by Purchaser, the transferee or third parties; (8) any fasteners not supplied by TimberTech; or (9) minor dripping from DrySpace.

This warranty shall not cover, and TimberTech shall not be responsible for, costs and expenses incurred with respect to the removal of the defective TimberTech Products or the installation of replacement materials, including but not limited to, labor and freight. The foregoing remedies are the SOLE AND EXCLUSIVE REMEDY FOR BREACH OF ANY WARRANTY.

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Is the TimberTech Warranty transferable?

This warranty may be transferred one (1) time, within the five (5) year period beginning from the date of original purchase by Purchaser, to a subsequent buyer of the property upon which the TimberTech Products were originally installed.

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How do I file a warranty claim?

Warranty Claims may be initiated by visiting http://www.timbertech.com/warranty-and-care/warranty/warranty-and-claims-questions/default.html

• You will be guided through a simple three step process to register your warranty claim.

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What info is required to file a warranty claim?

  • Homeowner contact information
  • Location of deck (if different than primary residence)
  • Details regarding Installer (Self-Installed/Contractor Installed)
    • If installed by a contractor, name and contact information for installing contractor
  • Retailer information
  • Date of purchase
  • Date of installation
  • Style and Color of your TimberTech product
  • Invoices from original purchase of TimberTech products
  • Photo images detailing product issue
  • Detailed description of the nature of the problem

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What if I don’t have invoices?

Invoices from the retailer are preferred as it provides much of the required information all in one spot, such as point of purchase, date of purchase, material description and counts.

  • Preferred documents:
    • Original retail sales invoice
    • Original contract with Installer*
    • Building Permit*
  • Acceptable alternative proof of payment/purchase:
    • Credit Card statement
    • Cancelled check image

*Claims submitted without an original sales invoice to define material type, quantities, and retail point of purchase will result in delays.

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Define what is required within the requested photos?

Photos are required to resolve any claim. You may upload up to 5 photos with the initial registration. Additional information may be requested and supplied after registration is complete.

  • Photos should include overall views from each side of the deck to illustrate structure, deck elevation, and general surroundings. For elevated decks, photos of the understructure are helpful.
  • Specific photos illustrating the problem area(s)
    • For concerns of structural movement or warping, placing a straight edge on the deck surface provides a reference point to better illustrate the area of concern. Common straight edges are a builder’s level, board, broom handle, etc.
    • Photos specific to areas with aesthetic concerns do not require a straight edge reference point.
  • Clarity of photos will expedite the review process
  • Each image file is limited to 5 MB

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After completing the registration, what will happen?

You will receive an automated response to the supplied email address, which will identify your case number. Please make note of this case number. All additional correspondences will refer to that case number.

Your claim data will be reviewed to verify completion of the requested information. Once reviewed, the claim will be assigned to a Regional Warranty Specialist which will contact you via your noted preferred method of contact.

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Can I view the status of my existing claim on-line?

Yes, in order to view the status of your warranty claim, you will be required to submit the following:

  • Your Claim Number
  • Homeowner Last Name
  • Homeowner Zip Code

The Status Bar will illustrate the current status as illustrated below.


  • Verify and Assign – Your claim will be reviewed to verify completion of all items required for proper assessment and determination. Once validated, your claim will be assigned to a Regional Warranty Specialist
  • Claim Review – Your Regional Warranty Specialist will review and assess your claim
  • Resolution Process – Your Regional Warranty Specialist will contact you to discuss the resolution process. Additional details, photos, or samples may be requested at this point. The final step of the Resolution Process will be a settlement document for review and approval signature on issues deemed warrantable. If the issue is deemed non-warrantable; a letter detailing the explanation will be provided.
  • Claim Completed – Once the signed settlement document is returned, your claim will be processed and you will receive final documentation detailing the steps to take to obtain replacement materials.
  • Claim Closed Status – The documented settlement has been processed, final documentation has been provided to the homeowner and the claim is closed.

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WE'RE HERE TO HELP
 

FAQs
Answers to frequently asked questions about the Warranty and Claims Process
Email
Don't have the time to talk to someone? Contact us through email and we'll respond within 48 hours.

Phone

Want to call and talk person to person? Reach us at 1-800-307-7780