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General

What is an Extended Warranty?

An extended warranty is generally an extension of your original manufacturer’s warranty. Most manufacturers warranty their products to be free from defects for up to one year from the date of purchase. This warranty virtually guarantees you that if your newly purchased product fails, the manufacturer will protect you from the high costs of replacement parts and labor necessary to repair your product.

Most Consumer Priority Service warranties lengthen your product’s coverage for up to an additional 60 months (5 years) to ensure you get years of performance satisfaction from your newly purchased product. Learn More

Does my warranty cover accidental damage?

Yes, all warranties purchased for Mercari products contain the added benefit of accidental damage coverage.

How is this different than the manufacturer’s warranty?

A manufacturer’s warranty usually offers limited coverage for a limited time, with parts and labor carrying separate lengths of coverage. For example, a common manufacturer warranty of a television might cover a consumer for one full year on parts defects but only 90 days on the high cost of labor involved to change those parts.

Consumer Priority Service warranties provide comprehensive, long term, even length coverage. This means that should your product fail within your warranty coverage time frame, both parts and labor costs are covered.

What items are eligible for a protection plan?

Anything that plugs in, takes a battery or has power passing through it is eligible for an accidental extended warranty. Indoor/Outdoor furniture is eligible for an accidental extended warranty. Accidental protection for handbags is available as well.

What items are subject to repair and replacement?

Handbags across all price points are subject to refund, all other products less than $500 are subject to replacement or refund. Non-handbag products valued over $500 are subject to repair.

Can I purchase an accidental protection plan after I purchase my product?

Yes, Mercari customers have the ability to purchase a warranty up to 30 days from the original date of purchase of their products.

Replace and Repair Plans

How do I arrange for service?

Approval from Consumer Priority Service is required prior to the start of service. To initiate a claim please click here. Alternatively, you may call customer service at (800) 905-0443. Please have your original bill of sale and the plan available so our Customer Service representatives are able to quickly assist you.

Who will perform the service on my product?

Our company works with tens of thousands of authorized service professionals. Each technician is extensively trained by the respective manufacturers to provide service on your products. Authorized technicians must complete annual and bi-annual continued education exams in addition to being well versed in manufacturer supplied update bulletins to ensure their level of expertise are as current as the new products which come to market.

We urge our customers to provide feedback regarding their experiences which we later use to insure that the level of service we are expected to provide is exactly the level of service you receive.

Who covers the cost of shipping?

CPS covers 2 way shipping for your products purchased through Mercari.

Do I get a loaner unit when my product is being serviced?

We’re sorry, but we do not offer loaner units while your unit is being serviced.

Can I hire a company near me to perform repairs and send you the bill?

Yes, you are able to hire a local service center to perform a repair. Simply submit a free estimate of repair to CPS. Upon approval of your free estimate, you will be directed to continue with your repair.

Claims

When does my coverage start?

Accidental extended warranties on Mercari products begin on the 31 days after your product was purchased.

What does an accidental policy cover?

What is Covered:

If you have added Accidental Coverage to your plan, as indicated on your Warranty Card as well as your Online Account, this Plan shall cover unintentional damages as a result of: impact, liquid damage or unintentional physical damage. Accidental Coverage is an option for new, store-purchased items and protects against drops and spills. Accidental Coverage is typically offered as an option for MP3 Players, Laptops, GPS Devices, Cameras, and other portable electronics.

What is Not Covered:

Accidental Coverage does not cover intentional damages of any kind to the Covered Product or losses due to theft. Accidental Coverage does not cover willful damage, misuse, damage due to neglect, drops over 6 feet, fire damage, full immersion in water or salt water exposure. Accidental Coverage does not cover damage caused by the use of a product in a way the manufacturer never intended. Accidental Coverage also does not cover damage incurred by natural disasters (ie: hurricanes, tornadoes, earthquakes, fires…etc), or damage that is incurred by an animal or pet (ie: dog chewing). Coverage for this plan shall begin 30 days after the date of purchase of the covered product. Accidental Coverage must appear on the original bill of sale alongside the covered product and must be registered.

• Refer to the details of the warranty for the full list, but there are some notable exclusions to your coverage.
• We do not cover items that are dead on arrival, fail within the first 30 days of purchase of the covered product or have a pre-existing condition.
• We do not cover accessories & consumer replaceable parts (ie: batteries, ink cartridges, lenses, cables & other consumables).
• Software: We do not cover software issues, including software for computers, cell phones…etc.
• Fraudulently misrepresented items are not covered.
• We do not cover stolen or lost products.

To see what is covered and not covered under our accidental policy, go here for a visual representation.

Are counterfeit products or authentication issues covered under the extended warranty program?

Consumer Priority Service provides extended warranty coverage for a wide range of products, however, it does not cover claims for counterfeit or non-authentic products. Our extended warranty coverage is designed to protect against manufacturer defects, malfunctions, and accidental damage (when the option is selected), but it does not offer protection from intentional misrepresentations of a product's origin or authenticity. In the event that a product is found to be counterfeit, we recommend contacting the original seller from whom the product was purchased to seek a resolution. If you have any further questions or concerns about the coverage provided by our extended warranty program, please do not hesitate to contact us for assistance. We are committed to providing our customers with exceptional service and support.

Are item condition issues covered under the extended warranty program?

Consumer Priority Service's warranty does not cover a customer's decision to return goods based on falsified descriptions or buyer's remorse due to an item's condition. Please confirm the item's condition with the seller before continuing with a purchase.

Are counterfeit products or authentication issues covered under the extended warranty program?

Consumer Priority Service provides extended warranty coverage for a wide range of products, however, it does not cover claims for counterfeit or non-authentic products. Our extended warranty coverage is designed to protect against manufacturer defects, malfunctions, and accidental damage (when the option is selected), but it does not offer protection from intentional misrepresentations of a product's origin or authenticity. In the event that a product is found to be counterfeit, we recommend contacting the original seller from whom the product was purchased to seek a resolution. If you have any further questions or concerns about the coverage provided by our extended warranty program, please do not hesitate to contact us for assistance. We are committed to providing our customers with exceptional service and support.

Are item condition issues covered under the extended warranty program?

Consumer Priority Service's warranty does not cover a customer's decision to return goods based on falsified descriptions or buyer's remorse due to an item's condition. Please confirm the item's condition with the seller before continuing with a purchase.

How do I upload an Invoice?

Please see the screenshots below to see where in your account you can upload a product invoice. It’s important to have an invoice on file for each warranty you have purchased.

Step 1: Click on your Warranty # to access its options.

Step 2: Click on the "Upload a File" button.

Step 3: Select your invoice file from your computer and click "Upload". That’s it! You should see your uploaded files to the right of the page.