How to file a claim

Four-step claim process from contact to resolution. Documentation that helps your claim move faster.

1. Contact our team with your order number, a description of the issue, and supporting photos or video
2. Initial review: our team reviews your claim and may request additional documentation (more photos, measurements, or context)
3. Determination: our team confirms whether the issue is covered under warranty and outlines the resolution (replacement parts, coordinated service, or refund of the affected component)
4. Resolution: covered claims are resolved through replacement parts or service. Most claims complete within 14 to 30 days depending on the component and shipping logistics.

Documentation that helps your claim move faster

• Your order number
• The model (size and wood option)
• The date of delivery
• A description of the issue
• Photos in good light showing the problem clearly (multiple angles)
• A short video if the issue is only visible during operation

If you don't have your order number, our team can look up your order with your name and email address.