Question 1

What is the Emberz Glass Protection Plan (Emberz Flame Guard)?

Accepted Answer

The Emberz Glass Protection Plan,(https://www.emberzct.com/home/emberz-flame-guard-program-glass-protection-claims) offered under the Emberz Flame Guard program, is an optional protection plan that provides one-time replacement consideration for eligible glass products priced up to $150.00 in the event of accidental breakage.

The plan must be selected at the time of purchase and is governed by its own terms, eligibility requirements, and coverage conditions. This program is separate from Emberz’s All Sales Final Policy.(https://www.emberzct.com/home/return-policy-and-terms-of-sale)

Question 2

Is the Emberz Glass Protection Plan an insurance policy?

Accepted Answer

The Emberz Glass Protection Plan is a replacement protection plan, not an insurance policy, offered under the Emberz Flame Guard program.

Question 3

Does the Glass Protection Plan override the All Sales Final Policy?

Accepted Answer

No. The Emberz Glass Protection Plan does not override Emberz’s All Sales Final Policy.

It is a separate, optional protection plan with its own terms. All claims are reviewed on a case-by-case basis, and approval is not guaranteed.

Question 4

Who can purchase the Emberz Glass Protection Plan?

Accepted Answer

The Emberz Glass Protection Plan may be purchased by any customer when offered at checkout on eligible glass items.

No membership or account is required at the time of purchase.

Question 5

When must the Glass Protection Plan be purchased?

Accepted Answer

The plan must be purchased at the same time as the eligible glass item, when offered at checkout.

The plan cannot be added later, retroactively applied, or purchased after the transaction is complete.
*No exceptions are made!

Question 6

How do I purchase the Emberz Glass Protection Plan?

Accepted Answer

The Emberz Glass Protection Plan can be purchased in two ways, depending on how you are buying your glass item:

In-Store Purchases
When checking out at an Emberz retail location, eligible glass items will be offered with the option to add the Emberz Glass Protection Plan at the time of purchase.

Online Purchases
When purchasing an eligible glass item online, you will see an option on the product page to purchase the item:

• With the Emberz Glass Protection Plan, or
 • Without the Emberz Glass Protection Plan

The plan must be selected at the time of purchase. It cannot be added later, retroactively applied, or purchased separately after checkout.

Question 7

Does the Glass Protection Plan apply to all products?

Accepted Answer

No. Coverage is offered only on select, eligible glass products.

Emberz may, at its discretion:
 • Expand coverage to additional product types
 • Modify eligibility requirements
 • Limit or discontinue the program

Coverage availability is always disclosed before purchase.

Question 8

Is proof of purchase required to file a claim?

Accepted Answer

Yes. Proof of purchase is required to submit and process a Glass Protection claim.

To be eligible for review, the claim must be associated with:
 • The original Emberz purchase receipt or order confirmation, and
 • A verified Emberz customer account or transaction history tied to the protected item.

Claims submitted without valid proof of purchase, incomplete order information, or unverifiable transaction history may be denied. Emberz reserves the right to request additional documentation to confirm eligibility before approving or processing any claim.

Question 9

Can the Glass Protection Plan be transferred to another person?

Accepted Answer

No. The Emberz Glass Protection Plan is non-transferable.

Coverage applies only to the original purchaser and the specific item associated with the original transaction. The plan cannot be sold, gifted, reassigned, or transferred to another individual, account, or item under any circumstances.

Any attempt to transfer or misuse the plan may result in claim denial or plan voidance at the discretion of Emberz management.

Question 10

What does the Emberz Glass Protection Plan cover?

Accepted Answer

At this time, the Emberz Glass Protection Plan is available on eligible glass items priced up to $150.00. When coverage is active and a claim is approved, the plan may provide replacement consideration for eligible glass items, subject to:

• The terms of the Emberz Flame Guard program
 • Verification of coverage and eligibility
 • Product availability

Coverage does not apply automatically and must be purchased or applied at checkout when offered.

Question 11

What types of damage are NOT covered?

Accepted Answer

The plan does not cover:

• Manufacturer defects or quality issues
 • Normal wear and tear
 • Intentional damage or misuse
 • Heat shock or improper cleaning
 • Modifications or alterations
 • Missing proof of purchase
 • Claims submitted outside the coverage window

Claims that do not meet program requirements will not be approved.

Question 12

What if only a replaceable component breaks?

Accepted Answer

If only a replaceable component (such as a bowl, downstem, nail, or similar part) breaks and the main glass item remains intact, the full product is not eligible for replacement.

In this situation, you may:
 • Purchase the replacement component separately, or
 • Redeem your one-time Glass Protection claim to replace the broken component only

Redeeming a claim for a component fully exhausts the plan. Any remaining value is forfeited.

Question 13

When does the plan allow a full product replacement?

Accepted Answer

A full product replacement may be considered only when the main glass body or primary structural portion of the item is broken and the product is no longer usable as a whole.

Partial damage or component-only damage does not qualify.

Question 14

How long does coverage last?

Accepted Answer

Coverage lasts for six (6) months from the original purchase date.

Coverage automatically ends when:
 • A claim is redeemed, or
 • The six-month coverage period expires

Whichever occurs first.

Question 15

Is there a limit to how many claims I can file?

Accepted Answer

Yes. Customers are limited to one (1) Glass Protection claim per customer per six-month coverage period.

Once a claim is redeemed, the plan is fully used and cannot be reused, extended, or transferred.

Question 16

How do I submit a Glass Protection claim?

Accepted Answer

To submit a claim, you must have an Emberz account.

All claims must be submitted through the Glass Protection Claims (https://www.emberzct.com/home/emberz-flame-guard-program-glass-protection-claims)page, which can be found in the Member Menu once you are logged into your Emberz account.

After submitting a claim online, the damaged item must be brought into the store for evaluation. Claims not submitted through the official claim page will not be processed.

Question 17

Where can I find the Glass Protection Claims page?

Accepted Answer

You can access the claims page by:

1. Logging into your Emberz account
2. Opening the Member Menu
3. Selecting Glass Protection Claims (https://www.emberzct.com/home/emberz-flame-guard-program-glass-protection-claims)

An account is required to submit and manage claims.

Question 18

Does purchasing the plan guarantee claim approval?

Accepted Answer

No. Purchasing the plan does not guarantee approval.

All claims are reviewed individually and must meet all program requirements. Emberz reserves the right to approve or deny claims at its sole discretion.

Question 19

What happens if my original item is no longer available?

Accepted Answer

If the original item is unavailable, Emberz may offer a comparable item of equal or lesser value, subject to availability.

Cash refunds are not issued, and unused value does not carry forward.

Question 20

Can I upgrade to a different or higher-priced item?

Accepted Answer

Yes. If your claim is approved, you may upgrade to a higher-priced item by paying the price difference.

The replacement or upgraded item may be eligible for a new Glass Protection Plan as a separate purchase. Redeemed plans cannot be extended or transferred.

Question 21

How much does the Emberz Glass Protection Plan cost?

Accepted Answer

The cost of the plan is tier-based and determined by the retail value of the eligible glass item at the time of purchase. Pricing is disclosed before checkout.

Question 22

What are the Glass Protection pricing tiers?

Accepted Answer

At this time, the plan is offered under the following tiers:

Each plan applies to one eligible glass item only and must be purchased at the time of the original product purchase.

Question 23

Is there a maximum value that can be covered?

Accepted Answer

Yes. The maximum retail value eligible for coverage under the Emberz Glass Protection Plan is $150.00.

Items priced above this amount are not eligible unless otherwise stated at checkout.

Question 24

Does the protection fee count toward a replacement or upgrade?

Accepted Answer

No. The protection fee is separate from the product purchase price and does not apply toward replacement value, store credit, or upgrades.

Replacement consideration is based solely on the original retail value of the protected item, subject to program terms.

Question 25

Are Glass Protection Plan fees refundable?

Accepted Answer

No. Protection plan fees are non-refundable, even if no claim is filed or approved.

Fees cannot be transferred, credited, or applied to another item.

Question 26

Can pricing tiers or coverage terms change?

Accepted Answer

Yes. Emberz reserves the right to modify pricing tiers, coverage terms, eligibility, or availability at any time.

Any changes apply prospectively and do not affect previously purchased plans.

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Frequently asked questions

What is the Emberz Glass Protection Plan (Emberz Flame Guard)?

Is the Emberz Glass Protection Plan an insurance policy?

Does the Glass Protection Plan override the All Sales Final Policy?

Who can purchase the Emberz Glass Protection Plan?

When must the Glass Protection Plan be purchased?

How do I purchase the Emberz Glass Protection Plan?

Does the Glass Protection Plan apply to all products?

Is proof of purchase required to file a claim?

Can the Glass Protection Plan be transferred to another person?

What does the Emberz Glass Protection Plan cover?

What types of damage are NOT covered?

What if only a replaceable component breaks?

When does the plan allow a full product replacement?

How long does coverage last?

Is there a limit to how many claims I can file?

How do I submit a Glass Protection claim?

Where can I find the Glass Protection Claims page?

Does purchasing the plan guarantee claim approval?

What happens if my original item is no longer available?

Can I upgrade to a different or higher-priced item?

How much does the Emberz Glass Protection Plan cost?

What are the Glass Protection pricing tiers?

Is there a maximum value that can be covered?

Does the protection fee count toward a replacement or upgrade?

Are Glass Protection Plan fees refundable?

Can pricing tiers or coverage terms change?

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DONT LET A GOOD THING GO UP IN FLAMES,
FILE YOUR CLAIM TODAY!