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Distributor Guidance on Warranty Parts

  • Updated

The purpose of this article is to provide guidance for distributors who wish to make requests for SPAN service parts covered under warranty on behalf of their installers.

Who to contact?

Submit your request to SPAN Support, including the details for the installer on whose behalf you are making the request.

What information to provide?

Please provide the following information: 

  • SPAN serial number
  • Service part needed
  • Description of why the replacement part is needed. Please share as much detail as possible, including photos if available.
  • Urgency of situation
  • Shipping information (note: SPAN will ship directly to the installer unless otherwise requested. SPAN does not ship to homeowner/residential addresses)
      • Company
      • Contact
      • Address
      • Phone number
      • Email address

What to expect?

You can expect acknowledgement of your request within 1-2 business days, with clarifying questions if necessary.

Once all information regarding your request is confirmed, the order for your service part will be processed within 2-5 business days depending on the part and the urgency of the situation.

All parts will be shipped via ground unless the urgency of the situation dictates otherwise.

Once a shipping label is generated, we’ll confirm the tracking number. 

In some cases we require the old product to be returned. If this is the case, a return shipping label will be included with the replacement shipment.