Filing a claim is fast and flexible. Your customers can reach out 24/7 through our online portal, phone, email, or chat. Automated processing handles routine requests right away, and human specialists are always available whenever a case needs extra care. �
Support is available 24/7 through phone, email, chat, or our online portal. Our team is made up of warranty specialists who know the products inside out and actively advocate for your customers. If a tricky situation comes up, our escalation procedures ensure it gets handled quickly and thoroughly.
Most claims are resolved within 24�48 hours, with straightforward issues often resolved the same day through automated processing. If a complex claim requires deeper investigation, it may take a bit longer. But your customers will receive regular status updates at every step.
We offer all three options: repair, replacement, or refund, depending on the specific claim. Rather than defaulting to a single solution, we assess each case individually, weighing customer preference against cost-effectiveness to ensure a fast, convenient experience that protects your brand.
Our 24/7 support covers everything your customers need around the clock, including claim initiation, status updates, coverage questions, and emergency authorizations across all communication channels. Whenever an urgent situation comes up, they jump to the front of the line for fast-track processing.
We maintain total transparency from start to finish. Your customers receive regular status updates, clear resolution timelines, and plain-language explanations for every decision: from receipt to final payout. If a customer ever disagrees with an outcome, a clear appeals process is always available.
After purchasing your warranty, you'll receive a comprehensive welcome email containing everything you need to know. This includes your complete terms and conditions, warranty contract details, step-by-step claim filing instructions, and our 24/7 customer care contact information. Most importantly, you'll get Customer Portal login details where you can access all this information anytime, check coverage details, file claims, and track any active cases. Everything is organized in one convenient location so you never have to search for important warranty information when you need it most.
Accessing your warranty information is simple and convenient through multiple options. The fastest method is logging into your Customer Portal using the same email address you used for purchase - everything is there including coverage details, claim history, and contact information. If you prefer speaking with someone, email support@surebright.com, start a chat on our website, or call 855-306-4874 anytime. Our representatives have access to your complete warranty information and can help with any questions or issues immediately. We've designed multiple access points so you can get help however you prefer.
The dividing line is simple: contact the merchant for pre-delivery and setup issues, contact SureBright for product problems after everything is working. Before your product ships, during delivery, or if you need help with assembly or initial setup, the merchant is your best resource. Once your product is assembled and functioning properly, SureBright handles all warranty-related problems that develop during use. This includes defects, breakdowns, accidental damage, or performance issues. When in doubt, you can always contact either party - we coordinate with merchants to ensure you get help from the right source quickly.
