We're sorry to hear your street bench isn't performing as expected. Here's exactly how to report a problem and get it resolved quickly.
First, gather your order information. The fastest way is to have your order number, the email address used at checkout, and if possible the bench model or SKU. You can usually find these on your confirmation email or packing slip.
Next, take a few clear photos or a short video. Show the issue from a couple of angles, whether it's cracked wood, a bent metal frame, missing hardware, or finish damage. If the problem affects assembly, include a photo of the step or part involved. This helps our team review the issue without extra back-and-forth.
Then contact our support team through the Help Center or by replying to your order confirmation email. Use the subject line “Street Bench Issue – Order #12345” so it reaches the right team. In your message, briefly describe what happened, when you noticed the problem, and whether the bench was damaged on arrival, failed during assembly, or developed an issue after use. Attach the photos or video.
If you're not sure whether it's a warranty issue, report it anyway. Many problems are covered by our outdoor furniture warranty, and even if it isn't covered, we'll still walk through repair options, replacement parts, or a reasonable solution.
After you submit the report, expect a response within one business day. We may ask a follow-up question or request a photo of the packaging if the carrier damaged the item. Once we confirm the details, we'll send a replacement part, arrange a return or replacement, or offer a refund depending on your case.
To avoid delays, please don't dispose of the bench or packaging until we confirm the next steps. If the bench is unsafe to use, stop using it and move it out of the way while you wait for our reply.
We appreciate you letting us make it right. A real person reads every report, and we'll do our best to fix the problem without making it complicated.