Mulberry Product Protection FAQ

Mulberry is the modern way for e-commerce retailers to offer extended warranties. SMOKEA® has partnered with Mulberry to offer plans that enable customers to extend the lifetime of their products & protect against accidental damage. The Mulberry offer is available to every customer who purcha...

How can I add a warranty to my purchase?

Customers are able to add the Protection Plan by Mulberry to their cart, along with the product(s) they would like covered. If a product is eligible for a protection plan you'll see a pop-up window after adding the product to your cart. Here you can view the different pricing and plans and selec...

Do I need to register my protection plan?

There is no separate registration or warranty activation required for the plan to begin; the protection plan automatically begins the date of delivery. If your delivery date does not match the plan start date in your customer account and you would like it adjusted, please contact Mulberry to make...

How do I file a claim with Mulberry?

After you purchase a protection plan, you will receive an activation email to create your Mulberry customer account. Once an account is created you may log in to your Mulberry customer dashboard at any time to file claims. You will be required to supply the following information when filing a cla...

How much does a protection plan cost?

Pricing varies depending on the product you have purchased; to see product specific pricing you can visit the product page on smokea.com and click the "Add to Cart" button. Once you've added the product to your cart you will be presented with a pop-up outlining the available plans for that produc...

What happens after I purchase a Mulberry Protection Plan?

Once you have purchased a Mulberry plan, you will receive a welcome email from Mulberry that includes the details of your protection plan, as well as an activation link enabling you to create login credentials to access your dedicated customer account. From the customer account, you can update yo...

What happens after my claim is approved?

If Mulberry has determined that the damage requires repair, Mulberry will work with you to coordinate repair or will mail you a repair or cleaning kit. Mulberry will repair the product up to the original retail price of the product, minus any prior claims costs already incurred. If a repair tech...

When does my protection plan begin?

Coverage begins the date of delivery but does not include defects in materials and workmanship until the manufacturer’s warranty expires (if included). If a product includes a manufacturer's warranty, it will be stated on the product page on SMOKEA®. If you're unsure if your product includes a ma...

Can I cancel or return my Protection Plan?

Once you've purchased a Mulberry protection plan you will receive an email to create your Mulberry account. Once this account is created you may cancel your plan directly within your Mulberry account at any time throughout the duration of the plan. Plans cancelled within 30 days of purchase are e...

How do I contact Mulberry support?

Mulberry’s customer support team is available via the below channels: Live Chat: getmulberry.com Email: help@getmulberry.com Phone: 917-994-6394

How long does the Mulberry activation link stay active?

The link stays active for 1 month from the time of purchase, after which, it expires. If you click on the activation link after expiration, you will automatically receive a new activation link via email. If you cannot find your original welcome email with the account activation link, simply cont...

Is there a limit to the number of times I can file a claim?

The limit on coverage is up to the original retail price of the product or up to one replacement (or cash settlement) of the product.

What if I need to change my contact information on my plan?

You are able to edit you contact information via your Mulberry customer dashboard at any time. To change the email address associated with your plan, please reach out to Mulberry directly. Mulberry Support: Live Chat: getmulberry.com Email: help@getmulberry.com Phone: 917-994-6394

Can I renew my Protection Plan?

Once your plan is expired, it cannot be renewed. Make sure to purchase a plan for the appropriate duration at checkout.

What if I try repairing the product myself?

Damage resulting from unauthorized repair can void your coverage. Best practice is for you to file a claim with Mulberry as soon as a covered incident occurs.

Can I file a claim if it is not in my name?

While you will need to file claims tied to plans under your respective account, the Protection Plan by Mulberry is easily transferable! To transfer a plan, customers simply need to follow the below instructions: Log in to their dedicated account at getmulberry.com/login Click on the warranty the...

Is shipping and handling included in my coverage?

Yes, Mulberry covers all shipping (and repair) costs associated with the resolution of an approved claim.

Does my plan end if I change addresses?

No! Coverage continues even if the you move (within the United States). You are able to edit your addresses directly, via their Mulberry customer account.

Does Mulberry support other languages?

Mulberry's team of customer support representatives are proficient in Spanish, French and English.

What are the terms of a Mulberry Protection Plan?

You can view your coverage details by logging into your dedicated Mulberry account at getmulberry.com/login.

Can I add a protection plan after my purchase?

Yes! You can add a 2 or 3-year Mulberry Protection plan for eligible items for up to 60 days after your purchase. If you have already made your purchase and would like to add a protection plan, please reach out to our support team for a link to complete your purchase.

How do I cancel or edit my Mulberry Unlimited subscription?

To cancel or edit your subscription you will need to do so by logging in to your Mulberry account. Once you've signed up for Mulberry Unlimited, you will receive an activation email to create your Mulberry account. You can also activate your account directly from your SMOKEA® Order Status Page by...