Before we start a claim or request, we need to confirm where you purchased your product. The process is similar but the instructions are different.
If you bought directly from us, great! You’re in the right place and can move forward.
If you purchased through one of our retail partners (online or in-store), the fastest and correct first step is to contact that retailer’s customer service team. They can verify your order, confirm eligibility, and work directly with us behind the scenes if needed. We cannot help you directly if you purchased through a retail partner.
Regardless of who you purchased through, the information you'll need to gather and share to get the ball rolling:
Order confirmation number
Photos or videos of the unit - this includes a close-up photo of the damaged area, and a full unit photo showing the overall condition.
Summary of the problem - be sure to tell us where your product is located, what the environment is like and how long you've been enjoying your unit and what your experience has been so far.
Installation photos (if applicable).
This information gives us valuable context so we can better evaluate your claim and it also helps us keep improving for all our customers.
If you purchased through MAD directly, please send this information to [email protected] - we aim to respond within 2-3 business days.
REMEMBER
If you purchased through a retailer (online or in-store), please send your information to them directly and they will connect with us if they need assistance in resolving the matter.