While our warranty covers a wide range of issues, there are some circumstances that fall outside of the protection we offer. This section is designed to ensure you understand when your warranty applies and when other solutions, such as our Protection Plan, might be a better fit to safeguard your communication board. We’ve also included helpful recommendations for prevention and protection where possible.
Our communication boards are designed to withstand normal use and exposure, but unfortunately, intentional damage is not covered under our standard warranty.
Not Covered: Damage caused by deliberate acts, such as vandalism or intentional misuse. This includes graffiti, defacement, or physical damage done on purpose by individuals or groups.
Example: A board is deliberately scratched, drawn on, or damaged in a public space.
Recommended Solution: For locations where vandalism might be a concern, we recommend purchasing our Protection Plan, which offers coverage against intentional damage.
While we build our boards to last, accidents can happen. Unfortunately, damage caused by unforeseen incidents during installation, transportation, or handling falls outside our standard warranty.
Not Covered: Damage caused by accidents such as dropping, impacts, or mishandling, as well as any damage occurring during installation that compromises the board’s integrity.
Example: Cracking the board while trying to mount it or damage occurring during installation.
Recommended Solution: Our Protection Plan can provide peace of mind, covering accidental damage from events like falls or installation mishaps. Additionally, we recommend carefully following our Installation Guideor hiring a professional installer to ensure proper setup.
Extreme weather events and natural disasters are unpredictable and can sometimes damage outdoor boards, despite their durability. These events are outside of the scope of our standard warranty.
Not Covered: Damage caused by natural disasters or extreme weather, including hurricanes, floods, tornadoes, earthquakes, or other catastrophic conditions.
Example: A board is destroyed during a hurricane or severely damaged in a flood.
Recommended Solution: For installations in high-risk areas prone to severe weather, consider investing in our Protection Plan for enhanced coverage. Additionally, ensure your board is securely installed and review the location’s susceptibility to such events.
To ensure longevity and functionality, it’s crucial that boards are installed according to our provided guidelines. Damage resulting from improper setup or failure to follow these instructions is not covered by the warranty.
Not Covered: Damage caused by incorrect installation methods, poor mounting, or failure to adhere to the provided instructions.
Example: The board falls and becomes damaged due to improper mounting, or it’s installed in an unsuitable location, leading to damage.
Recommended Solution: Carefully follow the installation instructions provided with your board, or consult a professional installer to ensure proper setup. This will prevent potential damage and ensure your board remains safe and functional for years to come.
Over time, even the most durable boards will experience some level of cosmetic change. This is a natural result of regular use and is not considered a defect covered by the warranty.
Not Covered: Minor cosmetic issues that naturally occur with time, such as small scratches, surface wear, or light fading due to prolonged outdoor exposure beyond the UV protection period.
Example: Surface scuffs or faded colors after several years of use in a busy playground environment.
Covered by Warranty: For outdoor boards, we offer 3 years of UV protection, which covers significant fading caused by sun exposure within that time frame. After this period, normal fading from environmental exposure is considered wear and tear.
Our boards are built tough, but minor surface scratches or abrasions from regular use are unavoidable and do not affect the board’s functionality.
Not Covered: Superficial damage caused by everyday contact, such as scuffs or scratches that don’t impact the overall structure or functionality of the board.
Example: Light scratches from playground equipment or people brushing against the board.
Recommended Solution: For areas where the board might come into frequent contact with hard surfaces, such as playgrounds or walls, we recommend periodic cleaning and, where possible, installing the board in a location that reduces contact with abrasive materials.
Any changes or repairs made to the board without our prior consultation may void your warranty. We encourage you to reach out if you have specific needs or adjustments in mind.
Not Covered: Damage caused by unauthorized modifications or repairs made after delivery. This includes any changes to the design or structure of the board that haven’t been approved by us.
Example: Adding extra mounting brackets or drilling new grommet holes, leading to damage.
Recommended Solution: Please consult us before making any modifications to your board. We can often recommend solutions that maintain your warranty and ensure the board remains safe and functional.
The warranty applies only to the communication board itself and does not extend to external frames or support structures unless specifically purchased from Smarty Symbols.
Not Covered: Damage to the frame or support structures where the board is installed, particularly if the frame was not provided by Smarty Symbols.
Example: A bent or broken frame supporting the board that was installed by another vendor.
Recommended Solution: Ensure that your frame or support structure is durable and properly installed. If needed, we can advise on the best installation solutions.
We want your board to last as long as possible, and regular care plays a big part in ensuring its longevity. Damage caused by negligence or failure to follow maintenance guidelines is not covered.
Not Covered: Damage that occurs due to improper care or exposure to conditions that the board was not designed to handle. This includes leaving the board submerged in water or failing to secure it in outdoor environments prone to high winds or severe weather.
Example: Water damage caused by leaving the board in a low-lying area prone to flooding or failing to anchor it securely, resulting in damage from strong winds.
Recommended Solution: Follow the care and maintenance instructions provided with your board to ensure it remains in optimal condition. Regular cleaning and periodic checks can go a long way in preserving the board’s functionality and appearance.
At Smarty Symbols, we understand how important it is that your communication board reflects your exact needs and vision. Our boards are custom-designed to meet your specifications, and we aim to ensure every detail is perfect before production begins. That’s why your review of the digital proof is a crucial part of the process. Here’s how we work together to make sure your board is just right:
Before production starts, we’ll send you a detailed digital proof of your custom board. This proof will include all requested customizations, such as names, logos, colors, vocabulary, and any other elements specific to your board’s design.
Responsibility: Once you approve the digital proof, you confirm that all the details (such as spelling, logos, colors, and text) are correct and ready for production. We recommend reviewing the proof carefully, and if needed, sharing it with your team for a second set of eyes.
No Changes After Approval: After you approve the proof, the design becomes final, and production will follow the exact details shown in the proof. Unfortunately, we are unable to make changes after this stage.
We are fully committed to ensuring the final product matches the proof you approved. If there’s an error on our end, we’ll make it right.
Smarty Symbols’ Errors (e.g., Printing Mistakes): If we make an error during production that does not match your approved proof (such as a print error or missing detail), we will replace the board free of charge.
What You Get: A new board, with the correct design, shipped to you at no cost.
Reporting Window: Please let us know about any errors within 60 days of receiving the product to qualify for a free replacement.
While we take care to produce the board exactly as shown in the approved proof, sometimes errors can happen during the customization request process.
What’s Not Covered: If a mistake (like a misspelled name or incorrect logo) originates from the information provided by the customer, we are unable to cover this under our warranty.
Example: A misspelled word in the proof that was not corrected before approval.
Our Solution: We understand mistakes happen! In these cases, we are happy to offer a reprint at a reduced fee of 50% of the original board cost if requested within the first year.
To help you avoid any errors and ensure your board is exactly how you envisioned, we recommend the following:
Review the Digital Proof Carefully: Take your time to review the proof, double-checking all names, logos, and customized text. If multiple people are involved in the decision-making, it’s helpful to share the proof with them to catch any details you might miss.
Reach Out with Any Concerns: If something doesn’t look quite right in the proof, or if you’re unsure about a particular element, please don’t hesitate to contact us before giving your final approval. We’re happy to assist and make any necessary changes before the printing process begins.
Because each communication board is unique and made to order, once it’s approved and produced, it becomes a non-returnable, non-refundable product. To avoid any issues later, please ensure all design aspects are correct at the approval stage. We’re here to help make sure the board meets your expectations, so don’t hesitate to ask if you have questions or need adjustments before finalizing the design.
At Smarty Symbols, we want to ensure your communication board arrives in perfect condition, ready to foster learning and communication in your space. Should anything go wrong during the shipping process, we’re here to help. Follow these simple steps within the first 10 days after delivery to ensure any issues are addressed promptly.
Once your board is delivered, you’ll receive a tracking number to monitor its progress and confirm safe arrival.
Action Required: Check your email for tracking information, and confirm that the package has arrived as expected.
Tracking: If there are any delays or issues with delivery, don’t hesitate to contact our team. We’ll work with the shipping carrier to resolve the situation.
As soon as you receive the package, please open the box and inspect the board for any signs of shipping damage. Although we take great care in packaging, occasionally damage can occur during transit.
Shipping Damage Window: You have 10 days from the delivery date to report any shipping damage to us.
Action Required:
Why It’s Important: Reporting any shipping damage within 10 days allows us to file a claim with the carrier and replace your board promptly. After this window, it becomes more difficult to secure a replacement through shipping insurance.
If you notice any damage during your inspection, we’ll make the claim process as smooth as possible for you. Just follow these steps to submit a claim within the 10-day window:
Complete a Claim Form: Visit our website and fill out our simple claim form.
Provide Evidence: Submit the photos of the damaged board and packaging, along with your order details (including the tracking number, if available). These details help us process your claim quickly and accurately.
Claim Review: Once we receive your claim, our team will review the submission and respond with the next steps. We’ll keep you informed throughout the process to ensure a seamless experience.
Replacement Process: If your claim is approved, we will replace your board free of charge and arrange shipping at no additional cost. Our goal is to ensure you receive your replacement as quickly as possible so you can begin using your board without delay.
While our warranty covers manufacturing defects and shipping damage, we know that accidents can happen—whether it’s during installation or from vandalism on the playground. That’s why we offer the Smarty Symbols Protection Plan, designed to protect your communication board from unforeseen events for up to two years.
Why Choose the Protection Plan?
We’re here to help! Whether you have questions about your communication board, need assistance with a warranty claim, or want to learn more about our Protection Plan, our team is ready to assist you every step of the way.
Office Hours:
Our support team is available Monday through Friday, 9 AM – 5 PM (CST). We strive to respond to all inquiries within one business day.
We understand that accidents happen. If your communication board has been damaged due to an unexpected event—such as during installation or an accident on the playground—and you didn’t purchase our Protection Plan, don’t worry! We offer a Reduced-Fee Reprint Option to ensure your board gets back in working order without breaking the bank.
Accidents Covered: Whether it’s improper installation, accidental impact, or everyday wear and tear, we offer a reduced-fee reprint option to help you replace your board at a fraction of the original cost.
Simple Process: Reach out to us through our contact form, provide details and photos of the damage, and we’ll get started on reprinting your board—an exact match of your original design.
Fast & Hassle-Free: Once the request is submitted, our team will handle the rest, so you can focus on making your play space inclusive and accessible again.
understand that sometimes things can get busy. If you anticipate a delay in opening the package, please notify us as soon as possible so we can work with you to ensure any issues are addressed. However, we strongly recommend inspecting your board as soon as it arrives.
While we may not be able to file a claim with the shipping carrier after the 10-day window, please reach out to us. We’ll still do our best to assist you and explore potential solutions.
Installation damage is not covered under our standard warranty. However, if you purchased the Smarty Symbols Protection Plan during your initial board purchase, your board is covered for accidental damage, including mishaps during installation. If you didn’t purchase the Protection Plan, you can request a reprint at a reduced fee.
The Protection Plan must be added at the time of your board purchase. If you didn’t purchase the Protection Plan, we offer a reprint service at a reduced fee for accidental damage, vandalism, or installation issues. Learn more.
If your board needs to be replaced due to accidental damage, vandalism, or any non-warranty-related issue, and you didn’t purchase the Protection Plan, don’t worry! You can request a reprint at a reduced fee.
If you purchased the Protection Plan, these types of damages are covered, and you can submit a claim for a free replacement. If you did not purchase the plan, the reprint option is available at 50% of the original cost.
