How to Start a Warranty Claim
If your merchandise is defective and you believe it should be covered under the Manufacturers Warranty, here are the steps you need to follow. Keep in mind the warranty review process can take up to 30 days.
To start the Warranty Claim Process:
- Call Us
Call our customer service department at 1-800-992-7245 and describe the problem. Verify that the item is still under warranty.
- Fill out the form
Fill out The House Warranty Claim e-form. Include detailed information on the damage and where the damage is specifically located. The form is also available in PDF. (Click Here to Download). Please allow up to a day for a response to the warranty form.
- Pack It
Once instructed to return the item, please place merchandise into a box for shipping.
- Use The Return Label
Use the pre-printed return label found on the packing slip and tape it to the box.
Return the box to us via FedEx, or UPS ground.
If you do not have a pre-printed return label, please address the return box as follows:
200 S Owasso Blvd. E
St. Paul, MN 55117
Warranty Claim Process
After the completed claim form and the damaged merchandise have been submitted:
- If merchandise is covered under warranty, we will replace the warranted merchandise with the same make and model whenever possible.
- If the item is not available, you will receive a credit that can be used to purchase a replacement item.
- The credit will be available by calling our toll free order line at 1-800-992-7245. The credit will be under the same customer information that it was originally ordered under.
- The credit can be applied to any future order of any merchandise of your choice.
If the merchandise is NOT covered under warranty:
- The House will call and inform you that the Manufacturer did not cover your item.
- At your request, The House will return your merchandise to you via UPS.
What is not covered by the Manufacturer’s Warranty
The following information has been created to help you, our customer, by highlighting situations in which manufacturers will not honor the manufacturer warranty of a product (based on our experience). Please note that The House does not make the final decision in manufacturer warranty matters. It is the manufacturer’s decision whether a product meets the warranty qualifications.
Prior to returning your equipment to The House for warranty review, please use the following situations as a guide of what may not be covered. Along with the examples, we have provided some suggestions for quick fixes to the problems that you may be experiencing.
Tip: All of the items carried by The House are backed by at least a one year manufacturer warranty. In some cases manufacturers back their products with a two-year or lifetime warranty period. If you are unsure if your item is still under warranty give us a call at 1-800-992-7245.
Click on the pictures to view examples!
As with a car door ding, these things happen all too often. You and your buddies are waiting for your turn in the lift line when some dude enters into the line a bit too fast and whacks into the back of your board. In some cases this will cause the board to chip and in extreme cases an impact with enough force may cause the edge to separate from the board. The easiest way to identify this type of damage is by the contact markings that are made from someone else’s edges. This type of damage is not covered by manufacturer’s warranty.
House Tip : Try to pay attention to the people around you. Your buddies and others close by are usually the culprits causing the problems. And if someone does nick up your board, take a deep breath, understand it for the accident that it was. Then, lightly file down any rough spots around effected area so that these do not peel further and serve to aggravate the problem.
Damage to your snowboard is not always someone else’s fault. Most of the time you, as the rider, need to face the music. You may find yourself out riding the backcountry on a warm spring day with slightly less than ideal snow cover. It is exactly these types of conditions when the rocks, normally covered by snow, seem to find their way to the surface or lie in wait just beneath. As you cruise along, the base of your board may impact these rocks. The result of this impact may be simple base gouges, edge bending, or a separation of your edges away from the board. Tell tail signs of this type of damage are detected by a scratch (or scratches) on the bottom leading to, or originating from, the affected area of the board.
This is definitely an unfortunate mishap and one that all who have ventured into the backcountry or cut through some trees have incurred. However, this type of damage is not covered by manufacturer’s warranty.
House Tip: Take your time and check out the line you’re going to take before heading down. Know your snow depth and terrain! This is not only the safe route, but it is also the least costly way to ride. If you do bang up the board, see if your local shop can fix it up – you’d be surprised what a little epoxy and a set of clamps can take care of.
Rails, Boxes, and Natural Terrain
Freestyle snowboarding is a huge part of the today’s riding scene. Rail riding is now commonplace and has become very popular. All riders should be aware that any time your board comes in contact with a solid structure of any kind, the manufacturer will not warranty any damage or wear to your board.
Structures can cause serious damage to your board including: scratches, bending, denting, rolling, or the edge completely separating from the board.
Rolling or separating your edge on a rail or any object is commonly a result of not having your board totally centered on a rail when initially hitting it. Bending or denting your rail occurs by coming up short on a rail and slamming the edge of you board into the rail. This type of damage is not covered by manufacturer’s warranty.
House Tip #1: Keep your eyes open. Watch out for trees, poles, mountain goats or any other objects that could damage your board.
House Tip #2: If your base takes a gouge, grab some P-tex and fill it in. And if your edges get scratched or worn, a file will work miracles.
“Nose-Dive” Nose Breaks
In this scenario, let’s say that you’re having a great day in the park. You decide to hit the big kicker and go for a corked 900. The only problem is that you miss the cork and bury the nose of the board into the top of the jump. In doing so the impact of your unplanned landing causes the nose or tail to flex backward; or in essence under itself. Structurally this is not the direction that a snowboard was designed to flex and this force will ultimately break it. If you bend the board in such a manner other than the designers had intended, the board will break. This type of damage is not covered by manufacturer’s warranty.
House Tip: Know your limits and your landing. Your board is designed to flex a certain way and it’s not backwards. Manufacturers won’t warranty this type of break.
Now we know that customers of The House would never do this, but it is widely known within the industry that some individuals will try to completely destroy their snowboards it in hopes of getting it covered under manufacturer warranty. This will not work.
Breaking the board more than it had already been damaged is a common tactic used by some riders. This type of damage is not covered by manufacturer’s warranty.
House Tip: Don’t do it! Duh!
“The Boot Sheath”
Anybody who has snowboarded knows that your back foot must be taken out of the binding when riding up on the lift. In doing so the weight of the board is put on your front foot and leg. What a pain, literally! The tension on your leg forces you to alleviate the pressure any way you can, and the easiest way is to rest your board on your back foot. Who knew that your back foot is nature’s perfect board rest? When you do this however, you are sawing away at the top of your boot. Your board has a 90-degree metal edge that can easily cut through your boot. This type of damage is not covered by manufacturer’s warranty.
* The information concerning warranty is for information purposes only. It does not create or imply a warranty separate from or in addition to the manufacturer’s warranty. In all cases, the provisions of the manufacturer’s warranty shall control the final decision.