Frequently Asked Questions

1. Homeowner contact information
2. Location of deck (if different than primary residence)
3. Details regarding installer (Self-installed/contractor-installed)
4. If installed by a contractor, name and contact information for installing contractor
5. Retailer information
6. Date of purchase
7. Date of installation
8. Style and color of your TimberTech product
9. Invoices from original purchase of TimberTech products
10. Photo images detailing product issue
11. Detailed description of the nature of the problem

Photos are required to resolve any claim. You may upload up to 5 photos with the initial registration. Additional information may be requested and supplied after registration is complete. Photos should include overall views from each side of the deck to illustrate the structure, deck elevation, and general surroundings. For elevated decks, photos of the understructure are helpful.

When taking specific photos illustrating the problem area(s), consider:

• For concerns regarding structural movement or warping, placing a straight edge on the deck surface provides a reference point to better illustrate the area of concern. (Common straight edges are a builder’s level, board, broom handle, etc.)
• Photos specific to areas with aesthetic concerns do not require a straight edge reference point.
• Clarity of photos will expedite the review process
• Each image file is limited to 5 MB

TimberTech Advanced PVC products provide a 50-Year Limited Fade and Stain Warranty and a Limited Lifetime Residential Warranty. TimberTech Composite products offer a 30-Year, or 25-Year, Limited Fade and Stain Warranty and a 30-Year, or 25-Year, Limited Residential Product Warranty.

Read the more details regarding current TimberTech warranties. For any questions regarding historical warranties, please call 1-877-275-2935.

The TimberTech Warranty may be transferred one (1) time, within the five (5) year period beginning from the date of original purchase by Purchaser, to a subsequent buyer of the property upon which the TimberTech Products were originally installed.

Yes, in order to view the status of your warranty claim, you will be required to submit the following:

• Your claim number
• Homeowner’s last name
• Homeowner’s zip code

Warranty claims may be initiated by filling out a claim form. You will be guided through a simple three-step process to register your warranty claim.

You will receive an automated response to the supplied email address, which will identify your claim number. Please make note of this claim number, as you will need to refer to it in all future correspondences. Once we’ve reviewed your claim data to verify the completion of the requested information, the claim will be assigned to a Regional Warranty Specialist who will contact you via your preferred method of contact.

Invoices from the retailer are preferred as it provides much of the required information all in one spot, such as point of purchase, date of purchase, material description, lengths, and counts.

Preferred documents:

• Original retail sales invoice
• Original contract with installer*
• Building permit*

Acceptable alternative proof of payment/purchase:

• Credit card statement*
• Cancelled check image*

*Claims submitted without an original sales invoice to define material type, lengths, quantities, and retail point of purchase will result in delays. Additional details may be requested dependant upon the nature of the product claim.

As with any walking surface, TimberTech decking products may become slippery in winter weather. Use caution when walking on your TimberTech deck in these conditions. Most products containing calcium chloride can be used without damage to the deck/porch surface. These products may leave a white residue which can be cleaned using the cleaning guidelines above.

Metal shovels or plastic shovels with a metal leading edge may damage the surface of TimberTech decking and are not recommended for clearing snow from the deck surface. For more information, visit our Care and Cleaning section.

If you need a pet-friendly option, most products containing magnesium chloride can be used without damaging the deck surface.

TimberTech Rail can be cleaned using a soft white cloth with warm water and mild soap, followed by a thorough rinse. Chomp Gutter cleaner also works great on TimberTech Rail. DO NOT USE Solvent-based cleaners such as Goof Off, Graffiti Remover, Nail Polish Remover, or similar products on TimberTech Rail.

The preferred way to keep your TimberTech deck clean is to use TimberTech DeckCleaner™ – a formulated, field-tested, and approved product for cleaning TimberTech Advanced PVC decking or Porch, TimberTech Composite decking, and TimberTech Composite Rail. You can also use soap and water or an all-purpose cleaner such as Chomp® gutter cleaner, Zep 505®, Simple Green®, or Krud Kutter®. For TimberTech Advanced PVC decking, use a stiff, natural fiber brush to clean the boards; for TimberTech Composite decking, use a medium-to-stiff nylon brush.

It’s best to clean small, manageable areas to prevent the cleaner from drying on the deck or porch surface. All cleaning products should be rinsed off thoroughly. Always read the cleaning product manufacturer’s specific information before using any product on your TimberTech deck and follow their instructions. It’s also a good idea to test the cleaner on a scrap piece or inconspicuous area of the deck to make sure it doesn’t harm the surface.

Check out our Care & Cleaning Guide for more instructions on how to clean TimberTech decks.

While powerwashing a TimberTech deck is not the preferred way to clean, you can powerwash it on a “rinse-only” setting when the pressure is set to 1500 psi or lower, and when using a fan tip nozzle. Always keep the nozzle at a reasonable distance from the surface to prevent damage. To be safe, first try the power washer on a scrap piece or inconspicuous area of TimberTech Deck to be sure that you will not damage the surface. In some situations, power washing alone may not provide optimal results. Refer to the TimberTech Installation & Maintenance Guides.

Use our TimberTech contractor locator to discover a list of local contractors/deck builders.

Yes. Under “Settings”, in the toolbar to change the graphics preset from “Fantastic” to “Good”. This will increase the speed of the processor tool without significantly affecting visual quality. You can also click “Custom” to change other variances to the look of your design.

We’re happy to help with any questions you have while designing your deck. Please feel free to call us at 1-877-275-2935.