How long does a warranty claim take to process?Updated a month ago

Quick Answer

Warranty claim timelines vary by situation: Missing parts ship within 1-2 business days (fastest). Damaged or defective parts take 1-2 weeks for warranty verification and shipping, plus 5-7 days for delivery (total 2-3 weeks). Shipping damage claims take longer as CENTR coordinates with the shipping carrier.

Missing Parts Claims (Fastest: 1-2 Business Days)

Total timeline: 3-9 days from report to delivery

1. Day 1: You email [email protected] reporting missing parts
2. Same day or Day 2: Support confirms and processes your order
3. Day 2-3: Parts ship with tracking number sent to you
4. Day 3-9: Standard shipping delivery (5-7 business days)

Why this is fastest: Missing parts are clearly packaging errors, so no warranty verification needed - support processes immediately.

Damaged or Defective Parts Claims (Standard: 2-3 Weeks)

Total timeline: 2-3 weeks from initial contact to delivery

Week 1: Warranty Verification

• Day 1: You email warranty claim with photos, serial number, purchase date
• Days 2-3: Support verifies warranty status and coverage (1-2 business days)
• Days 3-4: Approval notification with confirmation number

Week 2: Parts Processing and Shipping

• Days 5-10: Parts ordered from warehouse and prepared for shipment (support expedites when possible)
• Days 10-11: Parts ship, tracking number sent via email

Week 3: Delivery

• Days 11-18: Standard shipping delivery (5-7 business days after shipment)

Expedited processing: If you note your situation is urgent, support marks priority and does their best to expedite, potentially reducing Week 2 timeline.

Shipping Damage Claims (Variable: 2-4 Weeks)

Total timeline: 2-4 weeks depending on carrier claim processing

1. Day 1-7: Report shipping damage (must be within 7 days of delivery)
2. Week 1-2: CENTR coordinates with shipping carrier (UPS/FedEx) to file insurance claim
3. Week 2-3: Carrier processes claim and approves
4. Week 3-4: Replacement parts ship once carrier claim approved
5. Week 4+: Standard delivery (5-7 business days)

Why longer: Shipping carriers have their own claim processes and timelines. CENTR must work within carrier requirements for insurance claims.

Factors That Speed Up Processing

• Complete information in first email: Photos, serial number, purchase date, shipping address all provided upfront - no back-and-forth needed
• Clear photos: 2-3 angles showing damage clearly - support can identify and approve quickly
• Proof of purchase included: Immediate verification vs. serial number lookup
• Report within 30 days: For missing parts
• Email vs. phone: Email allows photos and documentation in one submission

Factors That Slow Down Processing

• Missing information: Support must request serial number, photos, or other details - adds 2-5 days
• Unclear photos: Blurry or insufficient photos require re-submission
• Third-party purchases: Costco or dealer verification takes 1-2 additional days
• Weekends and holidays: Business day count excludes weekends
• High volume periods: January (New Year resolutions) may have slightly longer processing

What You'll Receive and When

Within 1-2 Business Days:

• Confirmation email acknowledging your claim
• Request for additional info if anything missing
• Warranty status determination (approved or denied)

When Approved:

• Confirmation number (e.g., "SO#161021")
• Estimated timeline for parts shipment
• Shipping cost notification if applicable ($15-$20 for 1-2 year old equipment)

When Parts Ship:

• Tracking number via email
• Carrier information (usually UPS or FedEx)
• Estimated delivery date (5-7 business days from ship date)

Business Days vs. Calendar Days

All CENTR timelines are in business days (Monday-Friday, excluding holidays).

Example timeline if you file on Friday:

• Friday: Claim submitted
• Monday-Tuesday: Verification (1-2 business days)
• Tuesday-Wednesday: Approval
• Week 2: Parts processing
• Week 3+: Delivery

Weekend days don't count toward processing time.

Checking Status of Your Claim

To check on your warranty claim status:

• Reference your confirmation number (SO#XXXXXX) in email subject
• Email [email protected] for update
• Typical response: within 1 business day

You do NOT need to: Call repeatedly for updates. Support emails tracking numbers automatically when parts ship.

Contact CENTR Support

Email: [email protected]
Phone: 714-738-1729
Hours: Monday-Friday, business hours (Pacific Time)