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Extended Warranty (Life Happens)

What is/is not covered under my extended warranty (Tier 1 and Tier 2)?

Your extended protection plan provides coverage for accidental damage and certain incidents, but coverage depends on the tier of protection and the specific situation. Below is a simplified breakdown to help you understand what to expect.

Tier 1 Coverage (Standard Protection)

Tier 1 is your base level of coverage and typically includes:

  • Accidental stains (food, beverages, etc.)
  • Common household accidents (spills, rips, burns, etc.)
  • One-time, sudden incidents reported within the required timeframe

Important: Damage must be accidental and reported promptly to be eligible.

Tier 2 Coverage (Enhanced Protection – Additional $99 Fee)

If a claim is not approved under Tier 1, you may be offered Tier 2 coverage, which can include:

  • Additional support for wear and tear
  • Coverage for accumulated or repeated damage
  • General cleaning services

Tier 2 offers broader protection but requires additional cost and approval.

What Is Not Covered (Applies to Both Tiers)

Your plan does not cover:

  • Damage that is not reported within the required timeframe
  • Normal wear and tear (unless specifically included under Tier 2 coverage)
  • Improper care, maintenance, misuse, or neglect
  • Intentional damage or abuse
  • Odors or gradual buildup of stains/damage over time
  • Damage caused during moving, delivery, or storage
  • Environmental damage (such as weather, sunlight, flooding, mold, mildew, or pests)
  • Damage caused by animals or insect infestation
  • Cracking, peeling, or natural breakdown of materials (such as leather or cushions)
  • Loss of comfort, softness, or support over time (including foam or spring resiliency)
  • Color changes caused by unapproved cleaning methods
  • Unauthorized repairs or use of non-approved cleaning products
  • Pre-existing defects or manufacturer-related issues
  • Accessories such as batteries or light bulbs (unless specifically stated as covered)
  • Items used for commercial or non-residential purposes
  • Loss due to theft, natural disasters, or other "acts of God"

Additional Limitations

  • The plan does not cover indirect or incidental damages, such as inconvenience or loss of use
  • It does not guarantee exact replacements (color, texture, or pattern may vary)
  • Damage to other property (floors, walls, etc.) is not covered

Helpful Reminder: Coverage is determined based on your specific plan terms and the details of your claim. When in doubt, submitting a claim with clear photos and details is the best way to understand your eligibility.

Are items covered under extended warranty if I move them from the original delivery address?

Manufacturer Warranty (Standard)

  • Void on Relocation: Ashley's Limited Warranty is only valid at the original delivery address. Moving your furniture will void the standard manufacturer warranty.
  • No Transit Coverage: Any damage that occurs during the move is not covered under the manufacturer warranty.

Extended Protection Plan

  • The Life Happens protection plans remain valid after a move, but it's important to note that any damage caused during the move is excluded.
  • Accidents or incidents occurring after the move may still be covered under the plan.

Tip: Always check your extended protection plan details before moving your furniture to understand what is and isn't covered.

Are customer caused damages covered under extended warranty?

Customer-caused damages are not covered under the manufacturer's warranty. However, certain accidental damages may be covered under the optional extended protection plan (Life Happens).

What the Protection Plan Covers

Extended protection plans are designed to cover unexpected accidents and incidents, such as spills or accidental damage that occur during normal use of your furniture.

What Is Not Covered

  • Damage caused intentionally or through misuse
  • Issues not considered accidental or unexpected
  • Items or situations outside the terms of the protection plan

Helpful Reminder: Coverage details can vary by plan, so we always recommend reviewing your specific protection plan terms to understand exactly what is included.

How do I submit a claim for extended warranty?

Claims must be submitted directly by the guest (we are not able to submit claims on your behalf). You can file your claim using either option below:

You may also receive a text link to the claims site for convenience.

Information You'll Need

Before starting your claim, please have the following ready:

  • Order number
  • Approximate date of purchase

Note: A plan number may be requested on the website, but it is not required to process your claim. If you do not have it, the Life Happens team can still assist you.

Required Photos for Claims

To complete your claim review, you will need to upload photos showing:

  • Sales order (recommended)
  • Product serial number (recommended)
  • Full view of the item (required)
  • Photo taken from about 4 feet away showing the damage (required)
  • Close-up photo of the damage (required)

Helpful Reminder: Providing clear and complete information and photos helps speed up your claim review and resolution.

What are the guidelines to submit my claim (time frame, info needed, etc.)?

If your item is outside the 1-year manufacturer's warranty or the issue was caused by accidental damage, you may be eligible to file a claim through your extended protection plan (Life Happens) — if the item is covered under the plan. All claims must be reported within 90 days of the incident in order to be reviewed.

How to Submit a Claim

Claims must be submitted directly by the guest (we are not able to submit claims on your behalf). You can file your claim using either option below:

You may also receive a text link to the claims site for convenience.

Information You'll Need

Before starting your claim, please have the following ready:

  • Order number
  • Approximate date of purchase

Note: A plan number may be requested on the website, but it is not required to process your claim. If you do not have it, the Life Happens team can still assist you.

Required Photos for Claims

To complete your claim review, you will need to upload photos showing:

  • Sales order (recommended)
  • Product serial number (recommended)
  • Full view of the item (required)
  • Photo taken from about 4 feet away showing the damage (required)
  • Close-up photo of the damage (required)

Helpful Reminder: Providing clear and complete information and photos helps speed up your claim review and resolution.

When to go to extended warranty instead of manufacturer?

The type of coverage you use depends on the cause and timing of the issue. In general, manufacturer warranties cover defects, while extended protection plans cover accidents and incidents.

When to Use the Manufacturer's Warranty

Use the manufacturer's warranty for issues related to how the product was made:

  • Factory defects: Loose or wobbly parts, poor stitching, or structural issues present from the start
  • Malfunctions from day one: Recliners or mechanisms not working properly upon delivery
  • Early failures: Problems that occur shortly after purchase due to manufacturing issues or delivery issues

Key Details:

  • Typically covered for 1 year from purchase (some components like frames may have longer coverage)
  • No cost for parts; labor fees will apply after the first year

When to Use an Extended Protection Plan

Use your extended protection plan (Life Happens) for issues that occur during normal, everyday use:

  • Accidental damage: Spills, stains, burns, or pet-related incidents
  • Physical damage: Rips, tears, scratches, or punctures
  • Post-warranty mechanical issues: Failures that happen after the manufacturer's coverage ends
  • Everyday incidents: Damage not related to a manufacturing defect

Helpful Reminder

  • Manufacturer Warranty = Defects from production
  • Extended Protection = Accidents and incidents

Choosing the right coverage helps ensure your claim is handled quickly and efficiently.

What are the next steps when my claim is approved?

Once your claim is approved through your protection plan provider, the next steps will depend on whether your claim is resolved with parts/service or a replacement credit.

Parts or Service Resolution

  • If your item can be repaired, parts or service will be arranged
  • A technician may be scheduled to complete the repair in your home

Replacement Credit Resolution

If a repair is not possible, you may receive a replacement credit:

  • The credit amount is determined by the protection plan provider, not the store
  • You will need to visit your original store location (or another store within the same franchise) to select new items
  • Credits cannot be used for online purchases
  • New items must be selected and delivered or picked up before the credit expiration date

Important Details

  • Delivery fees for new items are not included in the credit and must be paid separately
  • Your original protection plan does not transfer to the new items
  • You may choose to purchase a new protection plan for your replacement items
  • Replacement items will include a 1-year manufacturer warranty
  • The delivery team will deliver new items but will not remove existing furniture (i.e. they will not remove the item that you received the credit for)

Helpful Reminder: Once your claim is approved, selecting your replacement promptly will help ensure a smooth and timely resolution.

How do I cancel my protection plan?

You can cancel your protection plan at any time, but the process and refund amount depend on when you make the request.

Within 30 Days of Delivery

  • Contact the store where you made your purchase
  • You will receive a full refund of the protection plan

After 30 Days

  • You will need to contact the protection plan provider (Life Happens) directly
  • A pro-rated refund will be issued based on the time remaining on your plan

Helpful Reminder: If you're within the first 30 days, it's best to contact your store for the quickest resolution.

What items are eligible to add extended protection?

Extended protection plans (such as Life Happens) are available for most furniture items and are designed to cover accidental damage and everyday incidents that may occur after delivery.

What's Typically Covered

  • Accidental stains (food, beverages, etc.)
  • Damage from everyday incidents (spills, rips, burns, etc.)
  • Eligible furniture pieces such as upholstery, case goods, and bedding

Coverage lasts for up to 5 years from the date of delivery.

What's Not Covered (Standard Plan)

  • Normal wear and tear over time
  • Gradual damage or accumulation of use
  • Routine cleaning or maintenance services

Additional Coverage Option

If a claim is not approved under the standard plan, you may be offered a second-tier coverage option for an additional fee. This expanded coverage may include:

  • Wear and tear
  • Accumulated damage
  • General cleaning services

Important Details

  • Full Terms & Conditions are sent via email (or mailed if no email is provided) within 2–4 weeks after delivery
  • Claims must be reported within 90 days of the incident
  • The protection team will follow up using your preferred contact method

Helpful Reminder: Extended protection is a great way to safeguard your furniture from unexpected accidents and keep it looking its best over time.

Can I add extended protection after delivery?

Extended protection plans must be added before or on the day of delivery. Unfortunately, once your furniture has been delivered, you are no longer able to add a protection plan to your order.

What to Know

  • Protection plans (such as Life Happens) must be added prior to or on delivery day
  • Plans cannot be added after delivery is completed

Helpful Tip: If you're considering adding protection, we recommend selecting your plan before delivery to ensure your furniture is covered from day one.