The time it takes to process a claim can vary. We begin once we receive all required materials: a copy of your invoice, a description of the damage, and photos of the affected areas. Once we have everything, most claims are resolved within 5-7 business days.

Great question! We’ve created a dedicated page to detail exactly what our Protection Plan covers. Check out our Plan Coverage Brochure for a comprehensive list of what is and isn’t covered.

AllAway operates independently from your local furniture store. While we collaborate closely to offer you the best products and protection, we do not share computer networks. Therefore, any invoices or customer information held by the local store must be provided directly to us by you.

Please note that it’s the customer’s responsibility to submit all required documents for the claim.

In most cases, photos are necessary to fully understand the issue and find the best solution. Photos also help speed up the claim process. If you’re using a phone, that’s perfectly fine—just make sure the images are clear.

After submitting your claim, the next step is to upload photos of the damage along with your invoice. Once we have these, we’ll review your claim and decide the best way to resolve the issue. This may include:

• Sending a local technician to clean or repair the furniture.
• Ordering replacement parts.
• Providing a cleaning kit or loaning cleaning equipment with instructions.
• Replacing the furniture or issuing store credit, depending on availability.

The timing depends on your schedule and the technician’s availability. Once we notify the technician, they’ll contact you directly to arrange an appointment that works for both of you.

If the stain is removed or the repair is satisfactory, there’s nothing more you need to do. If the issue persists, add a comment to your claim with a few “after” photos of the problem. We’ll reassess the situation and determine the best next steps.

If your furniture is made of enduro-suede and the seat cushions are removable, you can machine wash them. Remove the covers from the foam, zip them up about ¾ of the way, and wash on a gentle cycle with mild detergent (2-3 tbsp per cover). Let them air dry—do not use a dryer, as it may cause shrinkage. Always refer to the manufacturer’s cleaning instructions before proceeding.

This can happen if too much product is used or if it’s left on for too long, especially on newer leather. To remove it, simply wipe the leather with a soft cloth and warm water. If needed, add a splash of Multi-Purpose Cleaner or Dawn dish soap to the water, and gently clean the affected area.