PRODUCT SUPPORT REQUEST

We understand that sometimes things don’t go as expected, and we’re here to help. If you’re experiencing an issue with your DuxxBak decking, this page will guide you through the information and documentation needed to submit a warranty claim.

WHAT YOU NEED TO KNOW

DuxxBak Composite Decking is designed to provide long-lasting performance with minimal maintenance. Our Lifetime Limited Warranty applies to I.Dekk, I.Dekk HD, DuxxBak Dekk, Optima Dekk, Optima Dekk LT, and CommercialDekk.  Full warranty documentation can be found here.

What do we cover?

  • Manufacturing Defects
  • Splintering, Splitting, and Delaminating
  • Termite Damage
  • Rot, Mildew, Fungal Decay, and Mold Damage
  • Significant Color Fade
  • One-Time Transfer Option

However, the warranty does not cover defects caused by improper installation, misuse, modification, or failure to comply with installation and maintenance requirements.

REQUIRED FOR A SMOOTH PROCESS

  • Dealer/retailer name, city, state
  • Proof of purchase (only 1 required)
    • Product ID, found on the side of each board
    • Receipt from dealer or retailer; or
    • Contractor invoice showing DuxxBak product listed
  • Product(s) purchased, including color
  • Product installed by (retailer, customer (self), contractor, unknown, not yet installed)
  • Date of installation
  • Description of the concern
  • Photos of the deck:
    • Provide 2-3 photos from the top of the deck, showing the area of concern from different angles to provide a clear and comprehensive view of the issue.
    • Capture 1-2 photos from the top of the deck where it meets the house at each wall. Ensure the images clearly show the flashing, ledger board, and any sealant or waterproofing details.
    • Capture 3-4 photos from underneath the deck, showing the area from various angles (if possible) to provide a clear view of the structure.
    • Take 3-4 photos from the ground, providing an overall view of the deck from each side to give a complete perspective of its structure and surroundings.
    • Product ID, found on the side of each board (if possible).

If you’re not quite ready to submit everything today, that’s okay—you can download our checklist (PDF) to make sure you have everything handy when you’re ready to come back.

Product Support Request

Please complete the form below to request support for your DuxxBak Composite Decking products.  We will review your submission and get back to you as soon as possible.

  • Property Information

  • Upload your file showing Proof of Purchase.
    Please note, after you have browsed to your files or drag/dropped them, you will see an upload status below this field and accepted file type information. You may also remove a file attached by clicking the red 'X' after it has uploaded.
  • Drop files here or
    Accepted file types: jpg, gif, jpeg, bmp, png, pdf, Max. file size: 256 MB, Max. files: 15.
    • File Upload for Photos or Other Documentation
      Please note, after you have browsed to your files or drag/dropped them, you will see an upload status below this field and accepted file type information. You may also remove a file attached by clicking the red 'X' after it has uploaded.
    • Drop files here or
      Accepted file types: jpg, gif, jpeg, bmp, png, pdf, Max. file size: 256 MB, Max. files: 15.
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      • This field is for validation purposes and should be left unchanged.

      Warranty Document

      You may download a copy of our Warranty Document to review.

      Download Warranty Document