Consumer Care

The STAINMASTER® carpet Consumer Care Team has assisted many consumers over the years with all types of carpet related questions. To improve the service they provide to you, listed below are some simple steps you can take before you call them to increase the quality and speed with which they can handle your inquiry.

If Something is Spilled or Tracked onto Your STAINMASTER® carpet
Please take the following steps:

First, try to clean the carpet yourself using the care and maintenance section on this website for detailed tips on how to get out a variety of stains and dirt.
If you cannot get the stain or soil out yourself, the next step is to have the carpet professionally cleaned. Please save your receipt or other proof of professional cleaning.
If the stain or soil problem is not resolved by a professional cleaner please call us (1-800-438-7668; prompt 1) within 30 days of your professional cleaning.

For All Inquiries to our Warranty Service Center
Please make sure you have these items handy:
Proof of purchase for the carpet. Even if you don't have the receipt for the carpet, please know where and when the carpet was purchased.
Complete carpet identification. Our representatives can better determine how to meet your needs if you know the following:
  • Wall to Wall or Bound Carpet
  • Carpet Mill Name
  • Carpet Style Name
  • Carpet Style Number
  • Type of STAINMASTER® carpet Purchased (STAINMASTER® Ultra Life, STAINMASTER® MasterLife, STAINMASTER® Active Life™, STAINMASTER® Xtra Life, STAINMASTER® Home & Office™, or STAINMASTER® carpet)
Date and proof of professional cleaning.
The nature of the problem. Be prepared to give a thorough explanation of the issue and describe what the carpet looks like now. Try to find out what caused the problem.

When You Call
After gathering the information described above, you'll be ready to call 1-800-438-7668 (prompt 1). The customer care representative will ask you for information about your carpet and the problem you are experiencing.

After collecting information about you and your carpet the customer care representative will go through the following steps:

  • Make sure your carpet is STAINMASTER® carpet.
  • Check that the reported problem is covered by warranty.
  • If the problem is covered by the warranty they will request faxed copies of all of your receipts.
  • May request a swatch of remnant carpet.

The information will be forwarded to a claims representative to assess your situation and take appropriate actions.


About Your STAINMASTER® carpet Limited Warranty
  • The best way to maintain your carpet limited warranty and to keep it looking and performing its best is to clean it regularly. Vacuum frequently, especially in high traffic areas.
     
  • We recommend a professional cleaning every 12 months. However, hot water extraction (steam cleaning) by a trained cleaning professional is required every 2 years to maintain your warranties.
     
  • Contact 1-800-438-7668 for any question about your limited warranty coverage.