The other day, after going through some Facebook play couch groups, I realized there isn't much information about warranties from almost any play couch. I've known for a while we really needed to step up in this area, so, like we did with our pillow sets, we wanted to keep raising the standards of what is acceptable and then exceed it.
And that's what we're going to do with our warranty. We're going to walk you through everything related to our warranty, the process, and more!
Note: over time, this will turn into a genuine step-by-step and FAQ instead of a blog post.
Get Familiar With Our Warranty
Warranties in foam products are pretty standard across every industry. Our warranty won't be anything new to those who have read warranties from other foam manufacturers.
This is important for you to read so that you know what our warranty covers, which then ensures you're submitting a claim that will be accepted.
You can learn about our warranty by CLICKING HERE. There's lots of legal jargon, so take your time.
Register Your Product
One thing we wanted to offer was the ability to register a product upon receiving it. This guarantees that a product is under warranty and also gives you peace of mind.
You can register your product by CLICKING HERE. You'll need the following information to register:
- Product Name & Colour
- Purchase Date
- Order Number
- Arrival Date (when you received your package)
Submitting A Claim
To submit an order, all you have to do is email us at email@example.com. Please include the following information:
- Order Number
- Proof of Purchase
- Description of the Issue
- Two to Three High-Quality Photos or One High-Resolution Video
- Free or Express Shipping
When submitting your claim, please be as specific as possible with the issue, especially what piece it's on, as we only replace by piece. For example, if there is a seam tear on your triangle, we will send a triangle cover replacement.
You will also need to decide whether you want free shipping or express. If express shipping is chosen, you will be required to pay 50% of the cost of shipping.
1. How long is my warranty?
This depends on our product. All Joey Play Couches are covered by a two-year limited foam warranty and one-year limited fabric warranty while pillow sets and covers have a one-year limited warranty. To learn more about our warranty, please CLICK HERE.
2. Why do I have to add a photo / video when submitting a claim?
This is to stop fraudulent or illegitimate claims. This has become standard practice to require, as people will (unfortunately) try to take advantage of expiring warranties or attempt to acquire more product.
3. Do I have to pay for shipping?
Only if you choose express shipping for your return. 50% of the cost will be covered by Roo & You.
4. How do replacements work? Do I get to keep the old one?
When submitting a warranty claim, we only replace the defective piece(s).
For example, in a Joey play couch, it's made up of a lot of pieces. If the foam on one side of the thick base is the issue, then we will only send one (1) thick base cushion as a replacement.
If triangle pillow is defective, then we will only replace one (1) triangle pillow.
All defective foam pieces can be kept. If you do not wish to keep it, please let us know and we can help you dispose of it. Defective fabric must be returned, and a return label and packaging will be provided.
5. How long do I have to wait for a return?
This will depend on multiple factors, such as shipping conditions, seasonal factors (e.g., weather), and temporal influences (e.g., COVID).
Outside of the above reasons, the single biggest factor that affects shipping time is when our shipment leaves. We currently have orders leave our manufacturer monthly, so how quickly you receive your replacement depends on how close your warranty claim is to when our shipment leaves. This is why our range below is so big.
For foam replacements: Free shipping will take approx. 30 - 90 days while express shipping will take less than 30 days.
For fabric replacements: Starting in mid-August 2021, we will have fabric on hand and will be able to ship replacements within a week.
Note: we are actively working on finding a quicker solution for the foam pieces so you do not have to wait so long.
6. I bought my Joey product(s) from someone else. Do I have warranty?
Unfortunately no. Warranties will always be under the original purchaser and only the original purchaser.
Note: Those who purchased in our first two pre-orders (November and December) that had product swaps facilitated by us are exempt from this, as this rule did not exist during that time period. Those who purchased without informing us are not eligible for warranty and only the original purchaser possesses the warranty.
7. My Joey and/or pillow sets had a problem on arrival. What now?
All issues must be reported within 48 hours upon arrival. If you've opened your package and there's anything concerning, please email us at firstname.lastname@example.org. In your email, please include the following within 48 hours of product arrival:
- Order number
- Product (please include what colour)
- Proof of purchase
- Description of the Issue
- Two-to-three high-quality pictures or one high-resolution video of the problem