A care request is how you tell us something has changed on a registered piece without waiting for your next scheduled visit.
- 1Open Care Requests in your portal and select the piece.
- 2Describe what has changed, and upload photographs of how it looks now.
- 3We compare it against your baseline and reply with our assessment and our reasoning.
- 4If it falls outside your plan we say so plainly. If it is cosmetic work a higher plan includes, we will tell you which plan covers it. If a piece needs structural repair, full refinishing or restoration, that is work for a furniture repair or restoration shop, and we will tell you so.
What tends to be covered
- Scratches, scuffs, water rings, heat marks, stains and ink
- Pet damage, dents, chips and worn edges (Care + Repair and Complete Care)
- Leather and wood drying, fading or surface wear
- Dull or worn patches of finish
What goes to a repair or restoration shop instead
- Broken frames, legs or joints, and loose drawers, doors or hardware
- Refinishing a whole piece or panel
- Reupholstery, cushion cores, spring rebuilds
- Reclining or powered mechanisms
- Damage from a flood, a fire or pests
Cleaning, conditioning, polishing and surface touch-ups are in every plan. Cosmetic repairs need Care + Repair or Complete Care. Structural work is outside every plan.