FREQUENTLY ASKED QUESTIONS
Get answers about products, warranties, our rewards program, and more.
WHAT INFO IS REQUIRED TO FILE A TIMBERTECH 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 colour of your TimberTech product
- Invoices from original purchase of TimberTech products
- Photo images detailing product issue
- Detailed description of the nature of the problem
WHAT IS REQUIRED WITHIN THE REQUESTED PHOTOS FOR A WARRANTY CLAIM?
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 the structure, deck elevation, and general surroundings. For elevated decks, photos of the understructure are helpful.
When taking specific photos illustrating the problem area(s), consider:
- For concerns regarding 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
HOW LONG IS MY TIMBERTECH WARRANTY?
TimberTech ADVANCED PVC products provide a 50-Year Limited Fade and Stain Warranty and a Limited Lifetime Residential Warranty. TimberTech Composite products offer a 30-Year, or 25-Year, Limited Fade and Stain Warranty and a 30-Year, or 25-Year, Limited Residential Product Warranty.
Read the more details regarding current TimberTech warranties. For any questions regarding historical warranties, please call 1-877-275-2935.
ARE THE TIMBERTECH DECK AND RAIL WARRANTIES TRANSFERABLE?
The TimberTech 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.
CAN I VIEW THE STATUS OF MY EXISTING TIMBERTECH CLAIM ONLINE?
Yes, in order to view the status of your warranty claim, you will be required to submit the following:
- Your claim number
- Homeowner’s last name
- Homeowner’s zip code
HOW DO I FILE A TIMBERTECH WARRANTY CLAIM?
Warranty claims may be initiated by filling out a claim form. You will be guided through a simple three-step process to register your warranty claim.
AFTER COMPLETING THE REGISTRATION OF A WARRANTY CLAIM, WHAT WILL HAPPEN?
You will receive an automated response to the supplied email address, which will identify your claim number. Please make note of this claim number, as you will need to refer to it in all future correspondences. Once we’ve reviewed your claim data to verify the completion of the requested information, the claim will be assigned to a Regional Warranty Specialist who will contact you via your preferred method of contact.
WHAT IF I DON’T HAVE INVOICES FOR MY WARRANTY CLAIM?
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, lengths, 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, lengths, quantities, and retail point of purchase will result in delays. Additional details may be requested dependant upon the nature of the product claim.
