What to send to support when reporting an issue

Seven items to include when contacting our team for the fastest resolution. For warranty claims specifically, see Section 13.5.

For fastest resolution, include the following when you contact our team:

1. Your order number (from your original confirmation email)
2. The model (size and wood option)
3. Approximate delivery date
4. A description of the issue (when it started, what's happening, what you've already tried)
5. Photos or short video clips showing the issue clearly
6. For controller issues: any error codes displayed and the conditions under which they appear
7. For electrical issues: information from your electrician (voltage readings, breaker behavior)

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

For warranty claims specifically, see Section 13.5.