EXTEND PROTECTION PLANS

The Extend Protection Plan begins when the manufacturer’s warranty ends and protects against mechanical or electrical breakdown, including those experienced during normal wear and tear as well as those caused by a direct result of a power surge. This plan does not cover accidental damage.

The Extend Protection Plan is a single replacement program that allows for a 1-time replacement of a like or comparable product should it become defective.

A protection plan can be purchased through Lorex online or through their customer care team over the phone.

Yes! You can add a protection plan to your eligible product up to 120 days from the date of purchase.

To add a protection plan, please sign in to your Lorex account and find the order on the "My Orders" page. Eligible products will have a "Add an extended warranty with Extend" button, where you can add the warranty plan to the shopping card and complete the purchase

Extend provides peace of mind and financial protection should there be a mechanical or electrical breakdown, normal wear and tear, or breakdown caused by power surge with your product even after the manufacturer’s warranty ends. Extend is a reliable service that makes purchasing and filing claims on protection plans easy through an easy-to-use online portal and great customer experience team.

The Extend team works with Lorex to identify all eligible products and match them to a warranty plan.

Please have your contract ID or email address handy in order to file a claim through the Extend Customer Claims Portal or by contacting Extend’s Customer Care Team at 877-248-7707.

If you contact the merchant directly to file the claim, you may be warmly transferred to Extend via phone at 877-248-7707 or may receive assistance to file the claim on your behalf through the Extend Customer Claims Portal.

Yes, the replacement product will continue to be covered under Extend’s protection plan.

You will receive an email after purchasing a protection plan that details
● Contract ID
● Warranty Term Length
● Coverage Dates
● Product Name
Please contact the Extend Customer Care Team if you do not receive this email at WarrantyOps@Extend.com.

Extend makes it easy to file a claim either through the call center or the online portal. Below are the steps you will go through to have your item replaced:
● You provide a contract ID, email address, or another piece of identifying information to Extend
● Extend entitles (validates) contract coverage by ensuring:
  - The plan is active
  - The date is between the Effective & Expiration Dates
● You will then answer a few Adjudication questions
● High-level troubleshooting steps are offered
● Once the claim is approved, a shipping label is generated to ship back the broken product
● Once the shipping label is scanned, we will work with you to replace the broken item
● Extend will be in constant communication with you to ensure satisfactory service have been given

You can contact the Extend Customer Care Team in the Extend Claims Portal (https://customers.extend.com/) or via phone at 877-248-7707.

Yes, you can cancel your coverage at any time. See Terms and Conditions for details.

You are entitled to a full refund less any claims costs and applicable fees. See Terms and Conditions for details.

In order to offer you access to extended warranty services, we may share your Personal Information with Extend during the checkout process to evaluate whether you qualify for access to their services.  Extend will process your Personal Information in accordance with their privacy policies. Please see Extend’s Privacy Policy for more information.

The Customer will have to contact the merchant for these order issues:

• Items that are backordered.
• Items sent in error by the merchant, like the wrong size, color or wrong item.
• Items missing from the order when the package shows no exterior damage or tampered seal.
• Items with mechanical or electrical defects.

Sometimes packages may not be in transit or delivered, or they may be returned to the sender for various reasons. In these cases, the package is still insured. However, the claim may not be approved for the following reasons:

• If the Customer provided the wrong shipping address on the online order; they should contact the merchant to see if the address can be corrected and rerouted.
• The recipient refused to sign for the package or refused the delivery.
• Packages that are not delivered after multiple attempts by the shipping carrier.
• Packages that are held or redirected at the request of the recipient.
• We also don’t cover claims if they are fraudulent.

• If the package arrives damaged, the Customer can file a claim as soon as it is delivered. ‍
• For damaged items, your package is covered for damages incurred during the course of shipment and final delivery.

• If the Customer’s package is lost or stolen, they can file a claim 5 days after the estimated delivery date. The Customer can typically find this date on the shipping carrier’s tracking site.‍ If the carrier’s tracking page does not show an estimated delivery date or shows “Pending”, they should contact Extend’s support team, and they will help you complete the claim online or by phone at (877) 248-7707.
• We ask the Customer to wait 5 days because packages are sometimes delayed in transit, prematurely marked as delivered or misdelivered but eventually rerouted to the correct destination.
• For example, if the shipping carrier's tracking page shows:
  • “In Transit” and the date of that last status was 5 days ago, submit a claim.
  • “Delivered” and the package hasn’t shown up for 5 days since, submit a claim.