Warranty
Please review the information below for our warranty claims process as well as information regarding our product and installation warranties. Please direct any warranty related questions to our Warranty Department via email at warranty@macadamfd.com.
Warranty Claims Process Overview
Gather Information for Your Claim
Begin by collecting all necessary details related to your flooring issue. Please use the below checklist to ensure you have everything needed for your claim.Submit Your Warranty Claim
Click here (or the WARRANTLY CLAIM REQUEST FORM button above) and fill out the claim request form with your information. Please note: If you are a builder with your own claims processing portal (generated workorders), submission through the form is not required for your claims. Any builders without an internal claims system (general workorders) and all homeowners will be required to complete their warranty claims request through the above-mentioned form.Confirmation of Claim Submission
After submitting your claim, you will receive an email confirming your request, along with a copy of the details you provided.Warranty Claims Specialist Assignment & Contact
Within 3 to 5 business days, a Warranty Claims Specialist will contact you via email. If additional information is needed, they will request it at this time.Verify Warranty Coverage
Your Warranty Claims Specialist will verify your warranty coverage dates and determine if any retail billing applies.Schedule Inspection
Your Warranty Claims Specialist will verify available dates for your inspection. Please note: A trip charge and inspection fee (1 hour+) will apply if the repair is found to be outside of the warranty coverage or not covered at all.Inspection Quote
If the repair is billable, an inspection quote will be sent to you for approval.Confirm Scheduling
Once dates are finalized for your inspection or installation, we will reach out to confirm.Prepare for Appointment
On the day of your appointment, ensure you are home, the area is clear of debris, and furniture is removed. The area must be dry if it's a shower or sink area.Inspection Appointment
If repairs are possible during the inspection, they will be completed that day. If further repairs are needed, the Warranty Technician will document the issue with images and video and provide information about the required replacements. Inspection reports can take up to 3 business days to be reviewed and provide updates.
Repairs
Out of Warranty Repairs: If your home is out of the warranty period, a replacement quote will be sent to you for approval, in addition to the inspection quote.
In-Warranty Repairs: If the home is still under warranty, replacement materials will be ordered, and we will update you on the expected arrival timeline.
Payment for Billable Repairs
If the repair is billable, payment is required to be made before we can order the necessary materials. All Homeowner direct payment agreements will be sent and signed through Docusign. Commercial builders' payments will be due upon completion of services, and invoicing will be sent through the proper channel(s).
Materials Ordered and Secured
Once the materials are ordered and confirmed, we will work with you to schedule the final installation.Post-Repair Completion
After the repair is completed, we will reach out to you and send a copy of the work completed for your records. We will ask for a review of our services to ensure our team is exceeding expectations, and also receive feedback so we can provide the best customer service experience!
Labor & Installation Warranty Information
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A one year installation warranty is included with all installations.
If an issue arises within the first year, an inspection will be performed to determine the cause and liability for coverage.
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A one time FREE Caulk/Grout touch-up is available if requested within the first year (typically around the 11th month).
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If the inspection reveals that the issue is due to an installation failure, and it falls within the 1-year warranty period, repairs will be completed at no cost to the Builder/Homeowner (HO). If the original materials are no longer available, replacement material would be sourced for the repairs, with replacements color matches not guaranteed.
If the issue is determined to be caused by improper use, cleaning, or builder-related failures (such as subflooring defects, cracking due to settling, acts of God, flooding, or fire damage and/or excessive heat), warranty coverage will be denied, and repairs will not be covered, and HO would be liable.
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Coverage is material specific, and each has their own requirements for coverage. Documents supplied upon request with Quote.
Frequently Asked Questions (FAQs)
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A warranty is a written guarantee provided by the manufacturer or seller to the consumer, assuring them that the product will meet certain standards of quality and performance. It outlines the specific coverage duration and what it entails, which can range from replacement or repair of defective materials to reimbursement for the cost of the product. Due to the wide variety of materials available to the consumer can request a specific breakdown of coverage and the limitations of that product.
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Coverage depends on the material and the manufacturer. Material warranty coverage extends for one year from the closing date for warrantable items. Materials not covered under warranty are the responsibility of the homeowner or builder, as applicable.
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Damages incurred but not limited to flooding, fire damage and/or excessive heat, earthquakes, builder related failures such as settling, subfloor cracking, and weather.
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Sub-floor irregularities can cause premature wear and will void the warranty. Problems due to moisture, mildew, alkaline substances, or hydrostatic pressure from the subfloor are not covered by the warranty. Using non-recommended floor care products may damage the floor and void the warranty. The warranty does not cover damage caused by misuse, accident, or unauthorized modifications.
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The warranty begins when the flooring is purchased. “Lifetime” is defined as the useful life of the product. The flooring must be installed in accordance with the installation guidelines and specifications provided by the manufacturer or NWFA (National Wood Flooring Association).
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No. Warranty coverage is not transferable.
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Gather information for your claims.
Submit your warranty claim request through the form (or submit your generated workorders).
Warranty claim is assigned to a Warranty Claims Specialist.
Verify warranty coverage.
Schedule an inspection.
Inspection appointment completed.
Inspection quote provided (if billable).
Materials ordered and secured.
Schedule final installation.
Final installation is complete.
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Click the SUBMIT NEW WARRANTY CLAIM button above and fill out the claim request form with your information.
Please note: If you are a builder with your own claims processing portal (generated workorders), submission through the form is not required for your claims. Any builders without an internal claims system (general workorders) and all homeowners will be required to complete their warranty claims request through the above-mentioned form.
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We strive to complete claims within 1-3 months, however there are claims that can extend longer. There is no exact timeline for a start to finish for each claim, as each claim has its own requirements for processing, scheduling, inspections and material ordering.
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Once materials have been ordered, there are associated restocking fees if you choose to cancel any repairs associated with your warranty claims request.
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Yes. All repairs require payment before materials or services are rendered.
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Original materials will be sourced if they are still available. There are circumstances where replacement materials or dye lots will have a color that is not an exact match due to variances in the materials.
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If only materials are being requested and provided. The warranty for the installation of those materials ordered would fall to the installation team installing the material.