Eclipse Shutters Automation

Alta Window Fashions Eclipse Shutters Automation

September 2022

Thank you for choosing Alta Window Fashions Eclipse Shutters Automation. The following guidelines will help you install and use the product efficiently.

General Information

Our installation services are covered by a 1-Year Warranty that covers the costs of services for any deficiencies under the product warranty as well as any installation related issue.

Ontario Ministry of Labour – Working at Heights Training

Employers must ensure that certain workers complete a working at heights training program before they can work at heights. Installation Experts, Installation Services Staff and Approved Contractors have completed the training. The training requirement is for workers on construction projects who use any of the following methods of fall protection: travel restraint systems, fall restricting systems, fall arrest systems, safety nets and work belts or safety belts.

Check Measure Process

Check Measure from Dealer

The dealer will provide exact measurements for your windows to ensure that your shutters or blinds will fit correctly.

Check Measure from Installer

The installer will take measurements of your windows to ensure that your shutters or blinds will fit correctly.

General Rules for Installers Performing a Check Measure

• Cleanliness of the work area is important; clean up after yourself once you’ve taken the measurements.
• Each measurement must be accurate and precise.
• If you are unsure about any measurements, please consult with your supervisor or the dealer before proceeding with the installation.

General Home Situations for Installers Performing a Check Measure

The installer should take into account the following home situations when taking measurements:

• Window frames must be level and square
• Walls must be straight and plumb
• Windows must be clean and free of any obstructions

Check Measure Situations

The installer should take into account the following situations when taking measurements:

Shutters

• Standard
• Patio Doors
• French Doors / Garden Doors
• Specifications
• Bay / Bow / Corner Windows

Blinds

• Standard
• Patio Doors
• French Doors / Garden Doors
• Specifications

Installation Processes & Guidelines

The following processes and guidelines will help you install your shutters or blinds:

Dealer

• The dealer will provide you with the shutters or blinds and all necessary installation hardware.
• Refer to the installation instructions provided by the dealer.

CBG Canada Customer Service

• If you have any questions or concerns regarding the installation process, please contact CBG Canada Customer Service at the number provided in this manual.

Installer General

• Cleanliness of the work area is important; clean up after yourself once the installation is complete.
• If you are unsure about any steps of the installation process, please consult with your supervisor or the dealer before proceeding with the installation.

Service Request Process

Installer

• If you encounter any issues during the installation process, please contact the dealer or CBG Canada Customer Service to request service.

Dealer

• If a service request is received, the dealer will work with the installer to resolve the issue.

General

• All service requests are covered under the 1-Year Warranty.

Warranty

Shutters

• The shutters are covered under a limited lifetime warranty.
• The warranty covers any defects in material or workmanship.
• The warranty does not cover normal wear and tear, damage from misuse or abuse, or damage from exposure to the elements.

Blinds

• The blinds are covered under a limited lifetime warranty.
• The warranty covers any defects in material or workmanship.
• The warranty does not cover normal wear and tear, damage from misuse or abuse, or damage from exposure to the elements.

Thank you for choosing Alta Window Fashions Eclipse Shutters Automation. If you have any further questions or concerns, please contact CBG Canada Customer Service at the number provided in this manual.

Installation Experts
INSTALLATION GUIDELINES MANUAL
Alta Window Fashions Eclipse Shutters Automation
September 2022
2908 Portland Drive, Oakville, ON L6H 5W8 Installation Department: Phone 1-866-211-9990
[email protected]
All “INSTALLATION EXPERTS” services are covered by a 1 Year Warranty that covers the costs of services for any deficiencies under the product warranty as well as any installation related issue 1

TABLE OF CONTENTS
General Information
Ontario Ministry of Labour – Working at Heights Example Pictures of Scaffolding Example Pictures of Skyjack and Cage Ladder Ontario Ministry of Labour – Mould in Workplace Buildings Window Coverings vs. Window Function
Check Measure Process
Check Measure from Dealer
Check Measure from Installer General Rules for Installers Performing a Check Measure General Home Situations for Installers Performing a Check Measure
Check Measure Situations
Shutters – Standard Shutters – Patio Doors Shutters – French Doors / Garden Doors Shutters – Specifications Shutters – Bay / Bow / Corner Windows Blinds – Standard Blinds – Patio Doors Blinds – French Doors / Garden Doors Blinds – Specifications
Installation Processes & Guidelines
Dealer CBG Canada Customer Service Installer General
Service Request Process
Installer Dealer General
Installer Basic Protocol
Phone Call Script On Site Script
Warranty
Shutters Blinds

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3 4 5 6 7
9 11 12 12
13 16 17 18 18 19 21 21 21
22 22
23 24
27 28 28
30 31
32 34
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General Information

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Ontario Ministry of Labour – Working at Heights Training

Employers As of April 1, 2015, employers must ensure that certain workers complete a working at heights training
program that has been approved by the Chief Prevention Officer and delivered by an approved training provider before they can work at heights. Installation Experts, Installation Services Staff and Approved Contractors have completed the training. The training requirement is for workers on construction projects who use any of the following methods of fall protection: travel restraint systems, fall restricting systems, fall arrest systems, safety nets and work belts or safety belts.
There is a two-year transition period for workers who, prior to April 1, 2015, met the fall protection training requirements set out in subsection 26.2(1) of the Construction Projects Regulation. These workers will have until April 1, 2017 to complete an approved working at heights training program.
This training requirement is in the Occupational Health and Safety Awareness and Training Regulation, and is in addition to training requirements under the Construction Regulation.
Homeowners Depending on the circumstances, homeowners may be considered constructors and subject to obligations
under the Occupational Health and Safety Act if they hire multiple contractors to work at the same time. It is in a homeowner’s best interest to make sure workers at their home are safe. This can be as simple as asking contractors if their workers have been trained, and how they plan to keep workers safe on site, before signing a contract.
Scaffolding For safety reasons, windows `open to above’, commonly in front door areas or windows above or around a
staircase, scaffolding will be used. Guidelines for scaffolding are when the installer’s feet would be over 10 ft from the ground and/or when three points of contact with a ladder at the service cannot be achieved and/or a ladder cannot be placed securely on a level plane. This will ensure that a professional installation can be completed in a safe manner.. In the event that the dealer may feel a certain window is too high or hard to reach with a 5 foot ladder, it is recommended that a picture of the window and its surrounding area be taken to allow for an assessment. In most cases a high ladder can be used for the check measure providing that it is a framed application. Scaffolding Charges apply when required.
This training requirement is in the Occupational Health and Safety Awareness and Training Regulation, and is in addition to training requirements under the Construction Regulation (Sections 125, 126-136.0.1).
Standard 2-Tier Scaffolding is required when the top of the window is over 13 ft from the ground 3-Tier Scaffolding is required when the top of the window is over 16 feet from the ground
Skyjack is required for lack of access or excessive height – Quote required for this application (License is required to operate a Skyjack, Installation Experts are not licensed)
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Example Pictures
2-Tier Scaffolding is required from 13.1 Ft – 16 Ft from the floor 3-Tier Scaffolding is required from 16.1 Ft – 22 Ft from the floor
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Example Pictures
Skyjack may be required for excessive height (license required)
Cage Ladder is 14 ft from the ground – Maximum reach for installation is 21 Ft
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Ontario Ministry of Labour – Mould in Workplace Buildings
ISSN: 1195-5228
Hazard summary
Workers and the public may be exposed to mould on water-damaged building materials inside buildings, and during building maintenance and repair operations. Are moulds hazardous to health? The most common types of mould are generally not hazardous to healthy individuals but some moulds may be hazardous to certain individuals. People who have asthma, bronchitis, hay fever, other allergies, or have weakened immune systems are more likely to react to mould. The most common symptoms are: runny nose, eye irritation, skin rash, cough, congestion and aggravation of asthma. Symptoms usually disappear after mould exposure stops. Most often, there are no known long-term consequences to workplace exposures.
Hazard locations
Moulds (fungi) are present everywhere­indoors and outdoors. Any building may have mould. However, buildings with a history of water leaks, floods, fires and problems with indoor air quality (e.g. poor humidity control, lack of fresh air) should be considered at greater risk of mould growth. Water-damaged drywall, wood materials, jute, wallpaper, and cardboard are prone to fungal growth. All moulds need water to grow. Mould can grow anywhere there is water damage, high humidity or dampness. Most often moulds are confined to areas near the source of water. When mouldy material becomes damaged or disturbed, mould spores can be released into the air therefore exposure occurs if people inhale the spores.
Precautions
The sustained and/or extensive growth of any visible mould on the interior surfaces of a building is unacceptable. Mould growth on the interior surfaces of buildings is a risk factor for health problems. Moisture problems (flooding, leaks, water intrusion, condensation, etc.) in buildings are the primary reason for mould growth. These moisture problems should be the focus of assessment and control efforts, followed by clean-up, remediation of contaminated materials, periodic inspections, and preventive and remedial maintenance. The Internet resources below contain detailed information. If mould contamination is extensive, the employer should seek professional assistance from private sector consultants who specialize in mould and mould remediation. Occupants of buildings contaminated with mould should be advised of the presence of the mould and given information on the health effects of mould.
Legal requirements
Employers are required by section 25(2)(h) of the Occupational Health and Safety Act to take every precaution reasonable in the circumstances for the protection of workers. The Occupational Health and Safety Act places a responsibility on constructors (section 23), employers (section 25), and supervisors (section 27) to ensure the health and safety of workers. This includes protecting workers from mould in workplace buildings. Various sections of the Industrial, Construction, Mining or Health Care regulations may also apply to maintenance and remediation activities. Resources on corrective measures, mould remediation and worker training are listed below.
Health Canada // mould, dampness and humidity resources
Environmental Abatement Council of Ontario (EACO)
U.S. Environmental Protection Agency (EPA) // molds and moisture resources
U.S. Centers for Disease Control (CDC) // workplace health and safety topics -dampness and mold in
buildings
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Window Coverings vs. Window Function
Window coverings can NOT change window function without approval
To Err is Human; to Recover Losses is Legal. Constructors, mechanics, technicians, and others who are paid to build, assemble, install, fix, or repair things are human. They will, from time to time, make mistakes that can be costly to correct, if correctable at all, resulting in litigation to recover the resulting losses.
Legally, these are called faulty workmanship cases which come under the headings of contract law and tort law. Under contract law, the issue is “breach of contract,” for the breach of an expressed or implied term within the workmanship agreement. This holds true whether an agreement was in writing or was created verbally. Either way, the workmanship must be performed to usual and proper standards. Under tort law, the issue is negligence, for the failure to perform workmanship to usual and proper standards.
Legal professionals tend to frame faulty workmanship lawsuits as claims for both breaches of contract and negligence. There may be slight, but important, differences in the manner in which courts assess and award damages owed for faulty work, depending on which basis of claim the matter is determined. When setting out claims as either breach of contract or negligence, a legal professional will do so with each basis as an alternative to the other. This is known as “pleading in the alternative.” The idea of pleading in the alternative keeps both strategies open. Either the breach of contract strategy, or the negligence strategy, or both, can win the case if it goes to trial.
In faulty workmanship situations, the question arises: Does a property owner have a right to sue for the cost of repairs or corrections to workmanship, before the flaws in workmanship cause any actual loss or harm? This question was hotly contested for years, with many legal advocates suggesting that the law should not allow property owners to sue for pure economic loss ­ the cost of repair ­ before an incident or accident resulting in injuries or damage actually occurs. In Winnipeg Condominium Corporation #36 v. Bird Construction Co. Ltd., [1995] 1 S.C.R. 85, however, the Supreme Court of Canada decided that where there is a “real and substantial danger,” liability can arise for repair of defects before the defect causes any actual harm.
Decisions since the Winnipeg decision clarify that costs of repairs are available when there is a “real and substantial danger.” For example, the recent case of Vargo v. Hughes, 2013 ABCA 96 determined that the danger need only be “likely to occur,” rather than imminent.
In Winnipeg, the court also found that, even when there is no “privity of contract,” a property owner can bring legal action against those who originally performed faulty workmanship. Privity of contract means that someone who was not a party to a contract cannot sue for breach of contract. In other words, “lack of privity” usually prevents someone from suing for breach of contract when a contract existed between other parties, but not them. In tort law, whoever provides workmanship owes a duty of care to people who will own that work in the future. This can create a legal conundrum for contractors.
Another question that often arises as a result of common construction and contracting arrangements is the question of who should be sued and who is ultimately liable for the repair of defects or injuries to persons or losses to property.
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In construction and contracting arrangements, the property owner often hires a general contractor. The general contractor then hires subcontractors, who may hire subcontractors, known as sub-subcontractors. These subcontractors may hire subcontractors and tradesmen. The result is that there is no direct relationship between the property owner and those who may produce faulty workmanship and defects. Regardless, the general contractor is ultimately responsible for any faulty workmanship and defects produced by subcontractors and tradespeople he hires. This principle is known as a “non-delegable duty” and is explained in Vandenbrink Farm Equipment Inc. v. Double-D Transport Inc., 1999 CanLII 14947.
A property owner may sue the general contractor without having to uncover the identity of the actual subcontractor at fault for causing the defect. The property owner, or others who are affected by the faulty work, may choose to sue the sub-contractors anyway. For example, there may be concerns for the solvency of the general contractor. There is no absolute need for the property owner to sue anyone except the general contractor, however. Contractors may hold the mistaken belief that their legal obligations under a contract are simply to do what was specified within the contract. This belief can lead to legal action for failure of durability or suitability of the work product.
When a contractor agrees to supply materials and perform work, the law imposes an implied term within the contract, that the materials and work will be both reasonably durable as well as reasonably suitable for the job. In Dirm Inc. v. Bennington Construction Ltd., 2010 ONSC 3298, the court explains:
“I further conclude that, while not an expressed term of the contract between these parties, it was an implied term of the contract that the concrete finish would be durable. Reasonable durability of the concrete has a certain degree of obviousness and as such it is a reasonably implied term of the contract: M.J.B. Enterprises Ltd. v. Defence Construction (1951) Limited, [1999] 2010 ONSC 3298 (CanLII) 1 S.C.R. 619 at paras. 27-19. The delamination appeared within less than one month after the pouring of the concrete.” General Damages ­ Distress by Breach
When defects occur, the property owner may endure annoyance, inconvenience, distress, and upset. However, age-old principles of law have held that claims for general damages ­ called “pain and suffering” — are improper in breach of contract cases and that only the actual losses incurred in correcting faulty workmanship may be claimed. Traditionally, if a contractor created a defect that a property owner spent $1,000 to repair, the property owner could seek only the actual loss, $1,000, from the contractor.
Today, the tide is changing. In Fidler v. Sun Life Assurance Company of Canada, [2006] 2 S.C.R. 3, the Supreme Court held that when the parties to a contract reasonably contemplated “peace of mind” benefits at the time a contract was formed, and that mental distress might occur if the contract was breached, then an award for general damages may be proper. In the years since the Fidler decision, the principle of including mental distress as general damages in breach of contract cases continues to evolve. In some cases, awards for breach of contract have included amounts for loss of enjoyment that was “reasonably contemplated” when the contract was created. (see: Van Duren v. Chandler Marine Inc., 2010 NSSC 139 ) It seems that, where a contract was entered into to obtain relief from suffering, general damages for intangible sufferings upon breach of contract, including anxiety, distress, frustration, irritation and loss of an amenity, are recoverable. It also seems, however, that the law is evolving as to whether general damages are available where a contract purpose included intent to obtain emotional benefits such as enjoyment, pleasure, relaxation, and even fond memories.
EXAMPLE – IF A WINDOW COVERING CHANGES THE FUNCTION OF THE WINDOW ( ie. WINDOWS OPENING INTO THE ROOM, CAN’T USE THE WINDOW CRANK OR LATCH, ETC.)
THEN DAMAGES MAY BE AWARDED UNLESS CONSENT WAS RECEIVED IN WRITING PRIOR TO INSTALLATION
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Check Measure Process

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Check Measure from Dealer

Dealer
Present product and pricing options with the consumer including 1. Installation Mount: Inside Mount(IM) or Outside mount(OM) – Sizes will vary therefore pricing will be different 2. For Shutters: a) Operating System (Tiltbar location, Reartilt, Gear) b) Louver Size (For Clearance Purposes) c) Frame Type (IM vs OM ­ Frame vs No Frame ­ No Frame vs OM, etc.) d) Divider Rail (Type, Specifications/When Required, Location Options or Split Location where possible) e) Colour (Cotton, Pearl or Vanilla) – Unless specified the Installer will enter cotton with a note to discuss with the consumer. If existing shutters are in the house, then the Installer will verify if the new order is to match f) Room Locations and Quantity of Openings to be measured 3. For Blinds: a) Type of Blind (Roller, Dual, Honeycomb, Etc.) b) Operating System (Lift & Lock, Cordless, Automation, Etc.) c) Valance/Header Type (Cassette, Fascia, Deluxe Valance, Etc.) d) Room Locations and Quantity of Openings to be measured

Discuss the check measure process with the consumer including 1. The installer will measure to confirm the request will operate & function properly – alternatives will be noted. 2. Installer does NOT discuss pricing with the consumer. 3. Service Hours (Monday – Friday ­ AM arrival is between 8:00am-1:00pm ­ PM arrival is after 11:30am) 4. Pets (Keep contained for Health and Safety issues for both pet and installer) 5. Installer Indoor Footwear (Installers have separate footwear to wear indoors and outdoors) 6. Blind Take Down is available at a charge (repair work not available) 7. Window Access – The installers require 3 ft from the window and a clear pathway to the window (excessively moving items or furniture out of the way could require alternative appointments or additional charges) 8. House Access ­ The installers require a clear way to the house or building (Vehicles, Snow, Ice) & Close Parking 9. It is required that a “Decision Maker” to be home if product options are not completely decided 10. If scaffolding is required then appropriate clearance would be required for set up ­ Approx. 8 feet from window 11. The installer will give a courtesy call in the morning and an en route call

Email [email protected] the proper updated order form(s) completed with 1. Dealer Information ­ Account Name ­ Account Number ­ Sales Person Contact Phone & Email 2. Consumer information including: Address, best phone & secondary phone with best email 3. Special requests: Condo, Blind Take Down, Scaffolding/High Window (require height to bottom of window & pictures) 4. Basic product information with asterisks on order form. If both “Blinds & Shutters” then indicate notes on both order forms. a. The installer requires basic product information to conduct the check measure properly b. Customer service will require all information in order to process the order or else the order may be placed on hold and will delay the order process

IF SHUTTERS: Room name, Operating system, Split location, Louver size, Mount type, Frame type (If no frame is sold, indicate by putting an “X” or “-” in the frame options. If it is blank, it will be assumed no frame), Divider rail distance and Type. Not every option will be measured for, so the more details you discuss with the homeowner the less likely any unexpected surprises will occur.
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IF BLINDS: Room name, Blind type, Operating system, Valance or Header type and Mount type. 5. Windows to be measured should be aligned starting from: Top floor, working from Left to Right to Bottom floor, working from Left to Right. If there is more than one window in a room then it should be indicated as such. (Example: Master L, Master C, Master R) 6. Requests for any additional openings from the homeowner will simply be put on the same check measure form (and made note of) and the dealer is to inform later of openings they wish to process. a. Note: There are additional charges for excessive amounts of openings to be measured. Refer to the Price Guide for more information
CBG Canada Customer Service
Upon receiving the completed check measure request, the dealer and consumer are both emailed the “request for check measure appointment” within 48 hours
The consumer is called or emailed daily until appointment is confirmed 1. When talking to the consumer ­ they are offered multiple appointment options. 2. When talking to voicemail or emailing ­ they are offered multiple appointment options also stating that if there is not a prompt response then the available date provided may no longer be available 3. Once an appointment is booked, the dealer and consumer are both emailed the “confirmation of check measure appointment” 4. 48 hours prior to the appointment the dealer and consumer are both emailed the “reminder of check measure appointment” 5. If the appointment has been revised the dealer and consumer are both emailed the “check measure appointment rescheduled”
Installer
Pre-Arrival protocol 1. The installer will review the order and verify they have all required materials to perform the check measure ( ie. SAH Bag complete, Ladder, Measuring tape, iPad is charged, Backup order forms with pen, etc.) 2. Courtesy Call ­ On the morning of, the installer will call the consumer on the best number(s) to confirm the appointment (Am or PM) and give a better estimated time of arrival. If there is no answer a voicemail will be left. All calls for the day are to be called prior to arrival at the first call or before 8:30am, whichever comes first. 3. En Route Call ­ The installer will call the consumer again later on to inform them of the time of arrival, unless dictated by the consumer not to call. If there is no answer a voicemail will be left. If there is no voicemail, a text message will be sent
Arrival protocol 1. The installer will introduce themselves and any other colleagues that are on site for the appointment 2. Process ­ The installer will indicate to the consumer that the process is to measure and verify that the request will operate & function properly. If needed, alternatives will be given to the dealer to further discuss. Some basic communication may be required throughout the process. They will be given an estimated time for the appointment. The installers do NOT discuss any pricing related to any changes.
Measuring Protocol 1. Sequence to measure the Windows – Starting at the Top Floor to Basement, always from Left to Right or in same order as dealer listed with accurate room labels (Bed 1 L, Bed 1 C, Bed 1 R) (Room location may be renamed) 2. Measurements taken to verify what was sold by the dealer will operate the way that is intended to by the manufacturer within product specification. 3. Verifications for Shutters will be: Louver rotation, Panel closure, Excessive width or height variances, Product specifications and Window function. There will be minimal discussion of product knowledge with the consumer since this is the sales person’s responsibility and we do not want to create a conflict. If the product is out of specification, this will be noted even though quotation should indicate as well 10

4. Verifications for Blinds will be: Depth requirement, Bottom rail clearance, Room for external batteries, Width and height restrictions for operating system and Width and height restrictions for fabric type.
5. Any changes will be discussed in a manner to protect the dealer’s interest, by professionally recommending alternatives to the homeowner. Any recommended options, changes or discussion by the consumer are made in notes on the order form for the dealer to follow up on. a) Where window depth is an issue for louver rotation or panel closure, the louver size, tilt option and frame options will be given as alternatives b) For unframed shutter requests – Upon measuring if there is a 1/4″ measurement discrepancy throughout the width(s) or height(s), frame options will be shown and if agreed upon by the consumer it will be entered as framed. A note will be made that unframed is possible but due to indiscrepancies a frame was recommended. If the dealer absolutely wants unframed shutters then they must indicate in NOTES: Only measure for unframed shutter c) Notes will only be made if there are differences from the original order (Sizes, Cutouts, Split Location, Etc.)
4. Additional openings are often requested by the consumer. Requests for immediate purchase will be added to the current check measure. Requests for future purchases will not be entered onto a separate check measure form but listed as the last lines on the check measure with a note indicating that they were added by the consumer
5. Additional extrusions or components (chargeable or non-chargeable) required for the installation will be added with an explanation in the notes section of the order form for both the installer’s and dealer’s information.
After Measuring Protocol 1. Consumer review and sign off for any applicable points of discussion are headlined: Notes for Dealer. Ie. Frames, Divider rail location, Colour, Louver splits, Cutouts, Blind width too large, Blind height too short, Etc. 2. Installation preparation discussion with the consumer – Pets, Blind removal, Window access, Furniture moving, Parking, Safe access for unloading and indicating if other contractors will be on site. 3. Email verification ­Confirm consumer had received previous email confirmations 4. The check measure will be electronically submitted from the iPad; the work order is then closed on the file. If the iPad is having issues, the order will be written on paper and a picture of it will be emailed to the dealer and the installation department
Check Measure from Installer
Dealer
1. For orders being placed on Direct Connect, follow the steps on the DRC 2. Orders that are requested for customer service to enter will not get processed until an email of the check measure is
forwarded with approval 3. Any change from “Frame to Unframed”, “IM to OM”, “OM to IM”, “Different Louver size” or “Changing type of Blind”
may require an additional check measure appointment 4. Review all notes made by the installer on the check measure form 5. Possible contact with installation department, installer or homeowner may be required 6. Approve the order by forwarding the original installer email (DO NOT REPLY AS IT WILL NOT BE RECEIVED) to
[email protected] with the following options in the body: a) Approved as is b) Approved with the following changes (make note of the changes) c) Requesting a change based on the original request (an additional check measure may need to be done)
NOTE FOR ANY C/M COMPLETED AND THE CONSUMER HAS CHOSEN TO GO WITH ANOTHER DEALER 1. The final check measure details belong to the dealer that requested the check measure. 2. If the consumer was given the check measure by the dealer, then the consumer can do with it as they wish. The alternative dealer would be responsible for reviewing the information, confirming details and completing a new order form. This would be classified as an installation only and the dealer would be responsible for the check measure.
(“Custom Brands Group Canada” will not accept the order form from a dealer that was previously measured for another dealer or under direction from anyone. The dealer needs to fill out a new order form and insert their information along with the measurements and details. Once this has been done, the order can then be processed. Design options, discussions or suggestions are likely to be different from one dealer to another as well as what the consumer hears or understands)
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CBG Canada Customer Service
After The Order Is Approved 1. The order is processed for credit approval and release 2. The system determines a production due date upon credit approval 3. The request for installation process will then begin
General Rules for Installers Performing a Check Measure
1. Shutters in kitchen areas and especially over sinks – The homeowner will be asked if cabinetry will be changed or if the faucet will be changed at any time in the foreseeable future.
2. Shutters on French doors – The homeowner will be asked if the door handle will be changed – May require cutout 3. Blinds on French doors – The homeowner will be asked if the door handle will be changed – Bottom rails require
clearance around door handle knobs and between door and french door handles 4. If the dealer is present – Discussion points will be sidebar away from the homeowner to avoid any conflicts 5. If the installer is asked about the warranty – They will be directed that specifications are available online 6. All changes and all conversations will be noted on the check measure forms for review by the dealer 7. If a situation is not detailed below, notes will be made on the order forms or a call to the dealer may be made
General Home Situations for Installers Performing a Check Measure
Mould Present 1. If there is mould present around the windows being measured for, the installer will make a note to the dealer indicating which windows had this situation 2. The installer will discuss with the consumer about the mould and suggest that it be taken care of prior to the installation 3. This is not only for the health and safety of the installers doing work around the mould, but for the consumer living in the home with the mould most importantly 4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Consumer indicated specific windows are to be replaced 1. The installer will inform the consumer that if a window is to be replaced, we are unable to take measurements of those windows at this time 2. The windows may be measured once the replacement has been completed and when all trim and painting have been finished around the window as well 3. The installer will make a note to the dealer indicating which openings were not able to be measured
A window is not fully complete from construction or repair 1. If there was a window that was just installed due to construction, repair or replacement – the window must be completed in full before measurements can be taken 2. This includes: Trim work, Painting, Caulking, etc. 3. The installer will make a note to the dealer indicating which openings were not able to be measured 4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
A window or the area around the window has damage 1. The installer will inform the consumer about the concerns 2. If the consumer needs to do repairs to the window, window frame or area around the window, the measurement will need to be done after the repairs have been completed 3. The installer will make a note to the dealer indicating which openings were not able to be measured 4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
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Check Measure Situations

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Shutters – Standard

Dealer is on site at the check measure 1. The check measure will be completed as per direction from the dealer or the original order form 2. Details about the check measure will be confirmed with the dealer as they are on site 3. The installer will make a note indicating who was present and if any conversations were made 4. All conversations with the dealer will be a sidebar to ensure there is no conflict with the consumer

Request for: Louver Size, Tilt Option, Frame or Colour is different than what is currently in the house 1. Measure openings as requested, but also check to see if what is currently in the house will work as well. 2. Confirm with the consumer what louver size they wish to proceed with 3. Make clear notes for the dealer indicating that what was requested is different from what is currently in the home a. If the dealer wishes to make changes to the order, they may contact customer service to do so

Consumer makes a change to what was requested – Louver Size, Tilt Option, Frame, Colour, etc. 1. A note will be made for what changes have been made and what conversation had happened on the order form so the dealer is aware of the situation 2. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered

Installer determines a change to what was requested – Louver Size, Tilt Option, Frame, Colour, etc. 1. This situation is typical when what was ordered will not work 2. The installer will go through the options with the consumer on what will work, changing either: Louver Size, Tilt Option, or Frame Option. 3. The installer will make notes to the dealer on what was discussed with the consumer and what options will work 4. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered

Request for an application with 4-Sided Magnet OR 4-Sided Panel Lock and No Frame There is no benefit for removing a panel with 4 sided panel lock vs. having a 2 part hinge system where the pins are easy to remove. The hinge pins provide the safety factor of preventing the panel from falling out of the opening
1. If noticed prior to the check measure by Customer Service, then the dealer will be called to discuss the situation 2. If not noticed by Customer Service, then the Installation Department will call the dealer to discuss the situation 3. If not noticed by the Installation Department, then the Installer will discuss with the consumer on site 4. The Installer will make notes to the dealer explaining the situation and that it was discussed with the consumer
THIS OPTION IS NOT AVAILABLE AS PER OUR SAFETY POLICY

Request for a complex or unusual application 1. The Installer will show all possible options suitable for the opening and discuss with the consumer 2. The Installer will take pictures of the situation and add to the file for reference and email if need be 3. The Installer will make notes to the dealer indicating what was discussed and what options the consumer had chose

Request for configuration or application where product would be out of specification 1. Changes to the check measure will be made so that the product will be measured to be within specification 2. The installer will make notes to the dealer indicating what changes have been made and why 3. The Dealer is responsible to make changes if they want and request out of spec production which will void warranty 4. If at the time of check measure the consumer indicates that they wish to have the product in a specific way in which the product would have void warranty; The Installer will make notes indicating that the consumer is aware that there is void warranty and wishes to have the product measured as such.
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Measuring with existing window coverings in openings 1. If there are existing window coverings in the openings, the installer will inquire with the consumer if they require our services to take them down at the time of the installation or if the consumer will take them down prior to installation 2. The installer will make a note indicating which option has been chosen 3. If the consumer is unsure, the installer will make a note to discuss blind take down 4. If there are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding 1. The installer will make notes to the dealer indicating which lines require a tall ladder or scaffolding 2. The installer will make a note to the customer service indicating which lines require a tall ladder or scaffolding so that the appropriate charges may be applied 3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Measuring in a condo 1. If there are large openings in width, it may be required to measure for two separate openings opposed to one large opening so that the product will fit into the elevator 2. If the number of openings were to change due to large openings made into two separate openings, notes will be made to the dealer indicating the details 3. If there are short openings in height, the installer will indicate whether the opening can be made or not. Alterations to measurements may occur in order to be able to make short openings in height work
Marble jambs 1. The installer will NOT measure for an Outside Mount application – even will 4-Sided Sill 2. If the bottom sill is the only part of the window that is marble, the installer will measure the opening as a standard window and make notes that there is a marble sill so it is noted not to drill through, just apply glue and caulking 3. Extra lineal material may be ordered in order to install that particular opening, such as: scribe, mounting strip, etc 4. If the opening is requested to be Inside Mount but it has 4 sides of marble sill, the installer will measure as requested and make notes to the dealer indicating such, but WE DO NOT INSTALL THESE TYPES OF OPENINGS 5. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Hinge configuration was not indicated on the check measure request 1. The basic rule of thumb for stand alone P1’s is to hinge the panels opposite of window latches 2. The basic rule of thumb for side by side P1’s is to have the left opening swing left and the right opening swing right 3. The basic rule of thumb for three P1’s is: Left swings left, Center is consumer preference, Right swings Right 4. The basic rule of thumb for four P1’s is to have the two on the left swing left and two on the right swing right 5. The basic rule of thumb for a P1 that is in a corner of a room is to have the hinges inside the corner no matter where the latch location is. Swinging a panel out from a corner is quite difficult. 6. The installer is to inform the consumer of our basic rules of thumb and it is up to the consumer to request otherwise 7. These rules of thumb are not absolute but any discussions are to be acknowledged by the installer in the notes 8. If some lines indicate hinge location already, depending on the rules of thumb the installer will review with consumer
Request to measure an opening where the product would be installed to a window frame 1. Drilling into any window frame will void that windows warranty 2. Majority of Condo Buildings request this NOT to be done 3. Majority of homeowners are not aware of this 4. The installers will do their best to NOT drill into a window frame, either requesting a palladium shelf be ordered or using a component we have access to (ie. Shutter Lineal Material such as Frame or Tpost)
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Request to measure an opening where the product would prevent the current function of the window 1. A discussion will be made with the consumer indicating the situation 2. The installer will show the frame that was requested and the obstruction it causes with the window 3. The installer will show an alternative frame or solution to allow function of the window 4. The consumer will choose which option they would like to go with and the installer will make a note indicating 5. The consumer will choose to either keep the obstruction with what was requested or alternative solution
Request to remove trim or existing window coverings 1. The consumer will be notified that the installers will do their best to cause little to no damage, but depending on how the trim or previous window coverings were installed there could be possible damage 2. The consumer will be notified that repair of damages, filling screw holes or touch up requirements as a result of removing trim or removing existing window coverings are not the responsibility of the installers 3. The installer will make a note on the order form that this was discussed and acknowledged with the consumer
Request to measure additional windows when the product is not specified 1. The windows will be measured as Outside Mount only 2. The installer can not guarantee that Inside Mount will work without knowing which product is specified 3. The installer will make a note indicating that the measurements are for pricing only and they are not final measurements
Request for No Frame application where width and height variance are over 1/4″

1. The installer will show the homeowner the variance with a sample panel or tape measure 2. If the consumer is okay with the variance, the installer will measure as No Frame and make notes to the dealer indicating which lines have the variance and what was discussed with the consumer 3. If the consumer is NOT okay with the variance, the installer will measure for a framed application and show the consumer frames to choose between (most likely Z Frame will be used), there will be notes to the dealer indicating which lines have the variance and what was discussed with the consumer
   Request for No Frame application and within the 1/4″ variance 1. The installer will measure as requested and make notes on which openings have small variances as there will still be inconsistent light gaps, just not as large as over the 1/4″ variance. 2. These discussions will not be made with the consumer as they are still within the 1/4″ variance
   Request for No Frame application but there is no clearance for proper panel closure 1. The installer will show the consumer the situation and show frame options. 2. The consumer will choose which frame they prefer and the installer will make notes to the dealer indicating such
   Request for No Frame Application but there is no clearance for louver rotation with tilt option or louver size 1. The installer will inform the consumer that what was requested will not work 2. The installer will go through a few options with the consumer depending on what will work best a. The same louver size with a different tilt option b. The same louver size with a frame option c. The same tilt option with a different louver size 3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
   Request to measure a window with a gooseneck faucet either centred or off centre 1. The installer will assess if the panels will clear the faucet with the given space 2. If the faucet is in the centre and the panels do not clear the faucet, the installer will go through a few options with the consumer depending on what will work best a. Panel configuration can be L T R (panels still may not clear faucet) b. Panel configuration can be R T L
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c. Panel configuration can be LLRR 3. If the faucet is NOT in the centre, then one of the panels will not clear, whereas the other panel will 4. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the
consumer chose to go with
Request to measure a window where the current faucet is no obstruction 1. The installer will inquire with the consumer if they plan on changing the faucet 2. If they are changing their faucet, the shutters will have to be planned for ahead of the change. The installer will go through a few options with the consumer depending on what will work best a. Placing a Tpost centred in the opening with configuration L T R (panels still may not clear faucet) b. Placing a Tpost centred in the opening with configuration R T L c. Panel configuration can be LLRR 3. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the consumer chose to go with
Request for a window with a light or bulkhead 1. The installer will inquire with the consumer if these items are being removed 2. If these items are not being removed then the installer will go through a few options with the consumer a. If they are okay with not having full panel rotation it can be measured as requested b. If there is small interference then depending on the frame the opening may be able to be under measured to account for the interference c. If there is larger interference then depending on the frame an additional filler piece could be added to account for the interference 3. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the consumer chose to go with
Request for a window with a water or soap dispenser 1. The installer will inquire with the consumer if these items are being removed 2. If these items are not being removed then the panels will not have full rotation. a. The installer will go through how to remove the panel from the opening to gain access to the window by removing the pins on the panels 3. The installer will make a note to the dealer indicating the discussions made with the consumer
Shutters – Patio Doors
THE INSTALLER WILL REVIEW 3-SIDED FRAME VERSUS 4-SIDED FRAME FOR ALL STANDARD PATIO DOORS WITH THE CONSUMER
Request for a P4D over 50 SqFt. 1. The installer will measure as requested but make notes to the dealer indicating that the patio door is over spec and will have a void warranty, and a track system should be used 2. The installer will also measure for a track system and make notes to the dealer indicating that the alternative has been measured for
Request for an inside mount P4D where there is not enough clearance due to patio door handle 1. The installer will inform the consumer that what was requested will not work 2. The installer will go through a few options with the consumer depending on what will work best a. The same louver size with a different tilt option b. The same louver size with a frame option c. The same tilt option with a different louver size 3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
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Request for an inside mount where the frame chosen interferes with the patio door handle 1. The installer will review with the consumer indicating that if they wish to keep the requested frame then a frame cut out will be required to have clearance around the door handle 2. If a cut out is not sufficient enough to have clearance then another inside mount frame will need to be chosen by the consumer that would allow clearance around the patio door handle 3. If no inside mount frame will provide enough clearance around the patio door handle, then an outside mount frame will have to be chosen by the consumer 4. The installer will make a note to the dealer indicating why what was requested would not work and what options the consumer chose to proceed with
Requested for a P4D with a 3-sided frame 1. The installer will review the options of having a 3-sided frame, 4-sided frame, or a 4″ sill piece to be installed between panel 2 and panel 3 2. The reason these are discussed is to avoid any future issues with sagging due to a 3-sided frame and having nothing underneath supporting the weight of the panels 3. The installer will make a note to the dealer indicating which option the consumer chose to proceed with
Request for a Bypass Track System 1. The installer will discuss the floor guide as an option with the homeowner a. If there is carpet: we can not guarantee there will be no pulling of the carpet and are not responsible if it does b. If there is tile: if the floor guide lines up with the grout line, we are able to screw through the grout line to secure the floor guide to the floor. c. If there is tile: if the floor guide does NOT line up with the grout line, we do NOT drill through the tile, the floor guide will be glued down to be secured to the floor d. If there is wood: the floor guide will be installed without any issues e. The consumer does have the option of not having the floor guide installed, and it can be left behind 2. The installer will make a note to the dealer indicating which option is available to proceed with
Request for a Bifold Track System 1. The installer will confirm with the homeowner that what they have requested is to be a track system or if it is to be standed bifold shutter application a. The installer will confirm this because sometimes there is a miscommunication when the term bifold is brought up in conversation so we want to make sure everyone is on the same page 2. The installer will inform the consumer that with a bifold track system the panels will not fold all the way back to the wall and they will stick into the room at a 90° angle 3. The installer will make a note to the dealer indicating the discussions made with the consumer
Shutters – French Doors / Garden Doors
Request for a French Door with measurements given at the exact frame to frame size (IE 22 x 66) 1. The installer will over measure in the width by either 1/4″ or 1/2″ depending on the frame type around the glass 2. The installer will over measure in the height by 3″ to allow the frame to go above and below the frame that is around the glass 3. The installer will enter the opening as a FD opposed to STANDARD to have the french door cover strip ordered for the side frames and for an extension to be ordered for the top and bottom frame 4. This will be done to create a tight and finished look on top of the door
Request for a French Door with no indication of cutouts 1. The installer will inquire with the consumer if they are changing their door handles a. If they are changing their handles from knobs to horizontal handles then cutouts ARE required 17

b. If they are changing their handles from horizontal handles to knobs then cutouts ARE NOT required 2. The installer will make a note to the dealer indicating what was discussed with the consumer
Request for a French Door when the glass is half or less than half of a normal french door 1. Depending on where the door handle and lock are located on the door, the installer may not be able to over measure in either width or height due to obstructions 2. The installer may still order as a FD opposed to a STANDARD opening, but would make a note to the installer indicating how to install the product based on how it was measured 3. The installer may also order as a STANDARD opening based on the obstructions on the door
Shutters – Specifications
Request for an opening without the proper number of divider rails 1. The installer will discuss divider rail location with the consumer indicating that one or two is required based on manufacturing specifications 2. The installer will make a note to the dealer indicating that the discussion was made and that the consumer had chosen the divider rail location
Request for an opening with a predetermined divider rail location from the dealer 1. The installer will check to ensure the divider rail location that was specified is within the parameters of the “Small Distance Above Divider Rail” in the “Quick Reference Sheets & Logics” 2. If the predetermined divider rail location is not an ideal spot, the installer will move the divider rail to ensure the best possible overlap will be reached for aesthetic reasons 3. The installer will make a note to the dealer indicating that the divider rail was moved as per the “Quick Reference Sheet”
Shutter opening height under 36″ 1. If the opening height is under 36″, the installer will make a note to the dealer indicating that 2″ rails are available for the specified line number 2. It is the dealers responsibility to confirm if they wish to proceed with 4″ rails or 2″ rails 3. If the opening height is exponentially short that only a few louvers will fit within the panel, the installer will make a note to order entry indicating to make sure that 2″ rails are applied to the specified line number Note: 4″ Rails always add more stability to the product, as do divider rails
Request for an opening where it exceeds maximum panel width or height 1. The installer will change panel configuration in order to meet product specifications 2. The installer will make a note to the dealer indicating that the changes made were discussed with the consumer and what changes were made to the specified line number
Shutters – Bay / Bow / Corner
Request for a bay or bow as individual openings where the crank or latch will be obstructed 1. This will be required to be measured as a compound bay or bow opening to allow clearance 2. The installer will make a note to the dealer indicating the situation and measure the opening on the proper order form 3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Request for a corner window where one or both sides requires uneven Tpost distance 1. The installer will discuss with the consumer that the frame and Tpost will need to be ordered and installed first, and then the panels will need to be measured for and installed secondly 2. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms 18

Blinds – Standard
Dealer is on site at the check measure 1. The check measure will be completed as per direction from the dealer or the original order form 2. Details about the check measure will be confirmed with the dealer as they are on site 3. The installer will make a note indicating who was present and if any conversations were made 4. All conversations with the dealer will be a sidebar to ensure there is no conflict with the consumer
Consumer makes a change to what was requested – Cassette Size, Operating System, Colour, etc. 1. A note will be made for what changes have been made and what conversation had happened on the order form so the dealer is aware of the situation 2. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Request for a complex or unusual application 1. The Installer will show all possible options suitable for the opening and discuss with the consumer 2. The Installer will take pictures of the situation and add to the file for reference and email if need be 3. The Installer will make notes to the dealer indicating what was discussed and what options the consumer had chose
Request for configuration or application where product would be out of specification 1. Changes to the check measure will be made so that the product will be measured to be within specification 2. The installer will make notes to the dealer indicating what changes have been made and why 3. Blinds can only be made within the fabric specifications. a. If an opening is too large in width based on the fabric, the opening will be made into separate openings or the fabric type will need to be changed b. If an opening is too large in height based on the fabric, the opening will be made into separate openings or the fabric type will need to be changed
Measuring with existing window coverings in openings 1. If there are existing window coverings in the openings, the installer will inquire with the consumer if they require our services to take them down at the time of the installation or if the consumer will take them down prior to installation 2. The installer will make a note indicating which option has been chosen 3. If the consumer is unsure, the installer will make a note to discuss blind take down 4. If there are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding 1. The installer will make notes to the dealer indicating which lines require a tall ladder or scaffolding 2. The installer will make a note to the customer service indicating which lines require a tall ladder or scaffolding so that the appropriate charges may be applied 3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Measuring in a condo 1. If there are large openings in width, it may be required to measure for two separate openings opposed to one large opening so that the product will fit into the elevator 2. If the number of openings were to change due to large openings made into two separate openings, notes will be made to the dealer indicating the details
Motor or Wand location was not indicated on the check measure request 1. The basic rule of thumb for two blinds side by side is to have the left opening motor on left and the right opening motor on the right
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2. The basic rule of thumb for three blinds side by side is: Left blind motor on the left, Center blind motor location is consumer preference, Right blind motor on the Right
3. The basic rule of thumb for four blinds side by side is to have the two blinds on the left have motor on the left and the two blinds on the right have motor on the right
4. The basic rule of thumb for a blind in a corner window is to have the motor on the most accessible side. 5. A rule that may trump all previous rules is depending on location of outlets in the room, the motor may be placed on
the corresponding side due to charging cord length for ease of charging 6. The installer is to inform the consumer of our basic rules of thumb and it is up to the consumer to request otherwise 7. These rules of thumb are not absolute but any discussions are to be acknowledged by the installer in the notes 8. If some lines indicate motor location already, depending on the rules of thumb the installer will review with consumer
Request to measure an opening where the product would be installed to a window frame 1. Drilling into any window frame will void that windows warranty 2. Majority of Condo Buildings request this NOT to be done 3. Majority of homeowners are not aware of this 4. The installers will do their best to NOT drill into a window frame, either requesting a palladium shelf be ordered or using a component we have access to (ie. Shutter Lineal Material such as Frame or Tpost)
Palladium shelf requests 1. Only select blind options come with end mount brackets which limits the use of products for openings that don’t have a mullion to attach the brackets to when the blind is not the full length of the window or there is an arch above 2. If an opening is too large in height to make as one opening then it will need to be split into two separate openings, and depending if end mount brackets are available then a palladium shelf would be required for installation 3. The installers will request a palladium shelf to be ordered by requesting lineal materials that we have access to a. The shelf could be an L Frame b. The shelf could be a Tpost c. The shelf could be a Bifold Track Frame 4. The lineal materials requested will depend on window depth and applications 5. The installer will make a note to the dealer indicating which frame was required and for what reason
Request to measure an opening where the product would prevent the current function of the window 1. A discussion will be made with the consumer indicating the situation 2. The installer will show the consumer the function of the window 3. The installer will explain an alternative to allow function of the window 4. The consumer will choose which option they would like to go with and the installer will make a note indicating 5. The consumer will choose to either keep the obstruction with what was requested or alternative solution
Request to measure additional windows when the product is not specified 1. The windows will be measured as Outside Mount only 2. The installer can not guarantee that Inside Mount will work without knowing which product is specified 3. The installer will make a note indicating that the measurements are for pricing only and they are not final measurements
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Blinds – Patio Doors
Request for an inside mount where there is not enough clearance due to patio door handle 1. The installer will inform the consumer that what was requested will have interference or not work 2. The installer will go through a few options with the consumer depending on: handle type, product type, bottom rail type and mount type a. Depending on the style of handle the door has, the bottom rail may get caught while traveling up and down b. Depending on the product type, the bottom rail may surpass the handle c. Depending on the bottom rail type, the bottom rail may surpass or get caught on the handle d. If staying with inside mount then the above notes will come into effect e. If changing to an outside mount, this would solve the above issues but then other considerations need to be made based on countertops, cabinetry, etc. 3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
Blinds – French Doors / Garden Doors
Request for a French Door with measurements given at the exact frame to frame size (IE 22 x 66) 1. The installer will over measure in the width to ensure the window frame will be covered by the fabric 2. The installer will over measure in the height by 2″-5″, depending on product type, to allow the blind to go above and below the frame that is around the glass
Request for a French Door with consideration for the door handle 1. The installer will inquire with the consumer if they are changing their door handles a. If they currently have horizontal handles, then bottom rail type may be changed to ensure clearance between the door and the handle b. If they currently have horizontal handles, then overall product type may be changed to ensure clearance between the door and the handle c. If they currently have knobs, then no changes are typically needed to be made 2. The installer will make a note to the dealer indicating what was discussed with the consumer
Blinds – Specifications
Blind opening height under minimum requirement 1. If inside mount – if the opening height is under the minimum requirement, depending on product type it will be over measured in the height to meet the standards and still kept as an inside mount 2. If inside mount – if the opening height is unable to be over measured and still kept as an inside mount, it will need to be measured as an outside mount 3. If it is to be measured as an outside mount, the installer will discuss this with the consumer 3. If it is to be measured as an outside mount and due to minimum requirements it will extend past the trim over the normal amount, the installer will discuss this with the consumer 4. The installer will make a note to the dealer indicating what was discussed with the consumer
Request for an opening where it exceeds maximum width or height 1. The installer will change from one line to more than one line depending on how many window panes are in the opening in order to meet product specifications 2. The installer will make a note to the dealer indicating that the changes made were discussed with the consumer and what changes were made to the specified line number
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Installation Processes & Guidelines

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Dealer
Fax or Email the proper updated order form 1. For orders being placed on Direct Connect, follow the steps on the DRC 2. For orders not placed on Direct Connect, email the approved the check measure completed by Installation Experts and send to the Installation Department 3. For Installation Only, fax or email a completed order form and installation services section on the order form a. Dealer Information ­ Account Name ­ Account Number ­ Sales Person Contact Phone & Email b. Consumer information including best phone & secondary phone with best email (If the home is new and not found on any Mapping Systems, then directions may be required) c. Special requests such as: Condo, Blind Take Down, Scaffolding or High Window (require height to bottom of window plus pictures)
Discuss the installation process with the consumer including 1. Service Hours (Monday – Friday ­ AM arrival is between 8:00am-1:00pm ­ PM arrival is after 11:30am) 2. Pets (Keep contained for Health and Safety issues for both pet and installer) 3. Installer Indoor Footwear (Installers have separate footwear to wear indoors and outdoors) 4. Blind Take Down is available at a charge (repair work not available) 5. Window Access – The installers require 3 ft from the window and a clear pathway to the window (excessively moving items or furniture out of the way could require alternative appointments or additional charges) 6. House Access ­ The installers require a clear way to the house or building (Vehicles, Snow, Ice) & Close Parking 7. It is required that a “Decision Maker” to be home if product options are not completely decided 8. If scaffolding is required then appropriate clearance would be required for set up ­ Approx. 8 feet from window 9. The installer will give a courtesy call in the morning and an en route call
Discuss the check measure process with the consumer including 12. The installer will measure to confirm the request will operate & function properly – alternatives will be noted. 13. Installer does NOT discuss pricing with the consumer. 14. Service Hours (Monday – Friday ­ AM arrival is between 8:00am-1:00pm ­ PM arrival is after 11:30am) 15. Pets (Keep contained for Health and Safety issues for both pet and installer) 16. Installer Indoor Footwear (Installers have separate footwear to wear indoors and outdoors) 17. Blind Take Down is available at a charge (repair work not available) 18. Window Access – The installers require 3 ft from the window and a clear pathway to the window (excessively moving items or furniture out of the way could require alternative appointments or additional charges) 19. House Access ­ The installers require a clear way to the house or building (Vehicles, Snow, Ice) & Close Parking 20. It is required that a “Decision Maker” to be home if product options are not completely decided 21. If scaffolding is required then appropriate clearance would be required for set up ­ Approx. 8 feet from window

CBG Canada Customer Service
1. When the installation request is received the dealer and consumer are both emailed the “request for installation appointment” within 48 hours.
2. The consumer will be called or emailed daily until the appointment is confirmed a. When talking to the consumer ­ they are offered multiple appointment options b. When talking to voicemail or emailing ­ they are offered multiple appointment options also stating that available times change frequently therefore immediate response is requested for best options
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3. Once an appointment is booked, the dealer and the consumer are both emailed the “confirmation of installation appointment” email
4. 48 Hours prior to the appointment, the dealer and the consumer are both emailed the “reminder of installation appointment”
5. If the appointment has been revised, the dealer and the consumer are both emailed the “installation appointment revised”
Installer
Pre-Arrival protocol 1. The installer will review the order and verify they have all required materials to perform the installation ( ie. Correct amount of product, Ladders, Scaffolding, Special components or tools, etc.) 2. Courtesy Call ­ On the morning of, the installer will call the consumer on the best number(s) to confirm the appointment (Am or PM) and give a better estimated time of arrival. If there is no answer a voicemail will be left. All calls for the day are to be called prior to arrival at the first call or before 8:30am, whichever comes first. 3. En Route Call ­ The installer will call the consumer again later on to inform them of the time of arrival, unless dictated by the consumer not to call. If there is no answer a voicemail will be left. If there is no voicemail, a text message will be sent
Arrival protocol 1. The installer will introduce themselves and any other colleagues that are on site for the appointment 2. The installer will inform the consumer of the process, indicating to the consumer that they will bring all materials inside first. The starting point is typically working from upstairs and continuing onto the lower floors. Once the installation is near the end, the installer will go through product operations and the warranty. The installer will advise the consumer that all garbage and cardboard is to be left on site, and they can place the neatly stack piles to the consumers preference
Installation protocol 1. The installer will bring all the product into the home a. Placing panels in the front entrance area to be unpackaged b. Setting frames aside to sort to the corresponding rooms c. Placing blind boxes in the front entrance area to be unpackaged 2. The product will then be sorted to their respective spot in front of the windows 3. Panels and blinds will be unpackaged near the front entrance a. Wrap will be compiled into bags for consumer disposal b. Cardboard will be cut down and compiled for consumer disposal 4. The product will be installed professionally with even lightlines, proper louver function, proper panel function, proper motorization function, proper blind function 5. No tools or parts are to be placed on any furniture 6. All window functions will be verified for operation a. Ensuring windows that tilt into the room for cleaning will surpass frames b. Ensuring window cranks will surpass frames c. Ensuring window latches will surpass frames 7. Once an opening is completely installed, the frames will be plugged and caulked if required and the labels will be removed from the product 8. Once the entire job is completed, all work areas will be cleaned up and all garbage and cardboard will be compiled for consumer disposal
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Post-Installation if the job is complete 1. The installer will review the product and warranty with the consumer a. Louver and panel operation of shutters b. Maintenance and cleaning of shutters c. General warranty information of shutters d. Blind operation / Cordless and motorized e. How to charge motorized product f. How to use motorized remotes
2. The Certificate of Completion will be signed off on and emailed to the dealer immediately after the installation has been completed by the installer a. If there are general notes or comments from the installation, the installer will make the appropriate notes on the certificate of completion b. If there are any issues that arise that are caused by dealer measurements or information, the installer will make the appropriate notes on the certificate of completion. If there was extra work needed to complete the job due to this, additional charges will be made
Post-Installation if the job is NOT complete 1. If the job is not fully complete and a return trip needs to be made to correct a mistake or to replace a damaged product, the installer will fill out a service request form with all appropriate information. 2. The installer will add pictures to the file to then email to the dealer and customer service along with the service request. 3. If the consumer’s window is unable to be covered due to an issue, temporary shades will be offered to cover the windows in the meantime until the new product is ready 4. The installer will not place any blame on installers or dealers, this diverts from conflict with the consumer. The installer will inform the consumer that a customer service mistake happened and it will be rectified. a. The installer will make notes on the service request of who’s fault the error actually was so it can be filed correct and cost factor can be determined
General
The product was incorrect due to dealer measure error 1. If the product was made too short in width or height, the installer will try to hang the product for temporary privacy for the consumer until the new product is made and ready to install 2. If the product was made too large and will not fit in the opening, the installer will contact the dealer to inquire if the dealer would like us to leave it at the consumers home for them to pick it up or the installer can bring back for disposal but there is a disposal charge 3. If the product can not be temporarily hung, temporary shades will be offered to cover the windows in the meantime until the new product is ready
Casing frame was installed on the trim and the consumer inquires about the space between frame and trim 1. The installer will inform the consumer that the gap is standard when using this application 2. If the consumer requests to cover the gap, the installer will check to see if they enough scribe to use 3. If there is enough scribe to cover the gap, the installer will do as the consumer requests and the installer will make a note to the dealer on the certificate of completion noting the extra work that was done and the time it took (this is a chargeable service)
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Everything is installed and completed but there is a damaged / defective rail or louver 1. The installer will inform the consumer of the issue 2. The installer will measure the louver to ensure they note the exact size, colour and operating system on the service request form for customer service to order a replacement 3. The installer will take pictures and attach it to the file to be sent off with the service request
Wrong shutter frames were bundled in the packaging 1. The installer will put in a service request to get the proper frames to complete the job 2. The installer will contact shipping and receiving to see if they can find the frames 3. If the frames are unable to be found, new frames will be made and shipped 4. The installer will take pictures and attach it to the file to be sent off with the service request
Condo / Apartment where the elevator is not available 1. If there is a short wait for the elevator, the installers can wait depending on the schedule for the day 2. If it is a reasonable distance to the unit, the stairs may be taken depending on product and situation 3. If it is not reasonable to use the stairs and there is a long wait for the elevator, the appointment may be reschedule for another day where there is access to bring product into the unit
iPad not working due to technical issues 1. If the job is complete, the installer will use a paper copy of the certificate of completion 2. The installer will email the certificate of completion to the dealer and installation department with any pictures that apply to the job 3. If the job is not complete, the installer will email the dealer and the installation department with the particular details for the service with any pictures that apply to the job
Existing Window coverings not taken down prior to installation 1. The installer will take down the window coverings for the openings they need access to 2. The installer will make a note to the dealer on the certificate of completion including how many openings were taken down and how long it took (this is a chargeable service)
Request to remove the trim or existing window covering 1. The installer will inform the consumer that care and caution will be taken when removing these items, but if there is damage from doing so that any repairs are not the responsibility of the installer a. Sometimes frames do not fully cover open drywall when trim is taken off b. Sometimes paint peels when taking off trim or existing window coverings c. Sometimes holes from existing window coverings will be exposed once removed
The consumer is not home for the appointment 1. The installer will try contacting the consumer again while they are on site 2. Depending on the schedule for the day, the installer can only wait for so long before continuing on with their day 3. If the installer has completed the waiting period and there is still no contact from the consumer, the installer will leave a. The installer will email the dealer and the installation department indicating that nobody was home and the appointment will need to be rescheduled b. The installer will note that there was a courtesy call in the morning and an en route call when making the way to the appointment
Installation of hinges from shutters result in splitting of wood or slight nicks 1. The splits will not be touched up by the installer as this is a natural event when drilling into wood when not pre drilled 2. Pre drilled holes into wood are not apart of the installation guidelines
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3. Slight nicks in the wood can be touched up with caulking depending on the situation
Multiple errors made by dealer, customer service or manufacture 1. The installer will do all they can to avoid any further services to achieve both dealer and consumer satisfaction a. The installer may perform additional work that is not of the ordinary b. The installer may add additional materials to openings c. The installer will take make notes of all work that was done at the appointment d. The installer will take pictures and attach it to the file to be sent off with the service request or certificate of completion
Framed shutters were ordered but there is not enough panel, frame or louver clearance 1. There is not enough clearance for louver operation a. Mounting strip may be applied behind the frame to allow clearance (this is a chargeable service) b. The installer will note this on the certificate of completion 2. There is not enough clearance for panel closure due to crank mechanism a. Mounting strip may be applied behind the frame to allow panel closure (this is a chargeable service) b. A ” hole may be punched into the rail to allow the panel to close past the mechanism 3. There is not enough clearance for the frame to sit correctly in the opening a. Mounting strip may be applied behind the frame to allow clearance (this is a chargeable service) 4. The installer will take make notes of all work that was done at the appointment 5. The installer will take pictures and attach it to the file to be sent off with the certificate of completion
Shutter frame application where the colour is 5140 Vanilla and requires caulking 1. Almond caulking will be used to fill in the corners of the frames 2. If the trim around the opening is non-white, almond caulking will be used around the sides 3. If the trim around the opening is white, white caulking will be used around the sides
Shutter framed application that prevents the windows from tilting into the room 1. The installer will bring this to the consumers attention a. If the consumer is okay with this then the installation will be completed and notes will be made b. If the consumer is not okay with this then the installer will go through options 2. The installer will check if removing the lightblock will allow for the window to tilt into the room 3. If no alteration to the frame will allow the frame to open into the room then it will require a remake a. Inside mount no frame b. Outside mount
Shutter or blind is to be installed into a part of the window which can void window warranty 1. The installer will review this with the consumer to get approval 2. If the consumer approves, the installer will make a note to the dealer on the certificate of completion 3. If the consumer does not approve, then the installer will go through options a. A palladium shelf may be required for installation b. An outside mount remake may be required
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Service Request Process

.

Installer

On site at the original installation where it is fixable 1. The installer will cross reference the issue with the paperwork to determine the route of the issue 2. If the issue stemmed from manufacturing, the installer will fix the issue and note it on the Certificate of Completion just to have it noted on file 3. If the issue stemmed from the dealer, the installer will fix the issue and note it on the Certificate of Completion and additional charges may apply to the dealer in order to complete the job and not have a remake
On site at the original installation where it is not fixable 1. The installer will cross reference the issue with the paperwork to determine the route of the issue 2. If the issue stemmed from manufacturing, the installer will note this on the Service Request and request the appropriate materials needed to complete the job on the return trip a. If Shutters – If the product was made too large, it will need to be remade and can’t be installed b. If Shutters – If the product was made too small, it will need to be remade but the installer will attempt to temporarily install the product so the homeowner has temporary window coverage c. If Blinds – If the product was made too large, depending on product type it can be cut down or it would need to be remade and can’t be installed d. If Blinds – If the product was made too small, it will need to be remade but the installer will attempt to temporarily install the product so the homeowner has temporary window coverage 3. If the issue stemmed from the dealer, the installer will note this on the Service Request and request the appropriate materials needed to complete the job on the return trip (Additional charges may apply) a. If Shutters – If the product was made too large, it will need to be remade and can’t be installed b. If Shutters – If the product was made too small, it will need to be remade but the installer will attempt to temporarily install the product so the homeowner has temporary window coverage c. If Blinds – If the product was made too large, depending on product type it can be cut down or it would need to be remade and can’t be installed d. If Blinds – If the product was made too small, it will need to be remade but the installer will attempt to temporarily install the product so the homeowner has temporary window coverage e. For any situation that is dealer error, the product is the property of the dealer i. If the dealer wishes to keep the product, please inform the installation department and the installer will leave the product on site to be picked up by the dealer ii. If the dealer does not wish to keep the product, please inform the installation department and the installer will bring back the product for disposal (Charges will apply for disposal) 4. The installer will take pictures of the issue, labels and any other information that is relevant to the issue a. The pictures will be uploaded to the file on Infield ClipBoard b. The pictures will be sent off to the dealer and customer service along with the service request and other relevant forms 5. The installer will complete the Service Request form a. It will detail what needs to be remade, cut down or ordered b. If ordering linear materials, the installer will give the exact size, colour and angle cuts required 6. The installer will not place any blame on installers or dealers, this diverts from conflict with the consumer. The installer will inform the consumer that a customer service mistake happened and it will be rectified.

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Dealer
Requesting a service for an installation from Installation Experts 1. Fill out the service request form with all applicable information a. Order Information b. Dealer Information c. Consumer Information d. Attachments e. Type of Product f. Type of Operating System g. Window Location h. Explanation of Issue 2. Depending on what the issue is, it may be covered under warranty 3. Depending on the time between the original installation and the service request, it may be covered under warranty 4. Email the Service Request form to [email protected]
Requesting a service for existing shutters 1. Fill out the service request form with all applicable information a. Order Information b. Dealer Information c. Consumer Information d. Attachments e. Type of Product f. Type of Operating System g. Window Location h. Explanation of Issue 2. A service charge is applicable along with cost of any parts required to conduct the service 3. Email the Service Request form to [email protected]
General
1. The installer will double check when issues arise to ensure we can rectify the issue in one trip a. General miscommunication and human error can result in additional errors unintentionally
2. The installer will ensure to not place blame on any installers or the dealer to reduce further conflict 3. The installer will always try to fix the issue on site prior to submitting a service request
a. Doing additional work on site may be required to complete a job b. Making alterations to the product may be required to complete a job c. Trying to avoid a return trip due to service will increase consumer satisfaction 4. The installer will try to use materials from the work vehicle in order to complete a job
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Installer Basic Protocols

.

Clothing 1. Installation Experts shirts and hats are provided and must be worn for work 2. Hats are optional to wear, but if worn it must be an Installation Experts hat 3. Work Pants / Shorts must be worn in colour options – Black, Blue or Khaki (NO JEANS) 4. Indoor footwear must be worn inside all appointments for health and safety
Hygiene 1. General hygiene practise is required 2. Facial hair – Groomed beards or clean shaven 3. Hands / Nails – Clean and trimmed 4. Deodorant / Antiperspirants – Required to prevent any body odour 5. Smokers ­ no smoking on consumer’s property or in work vehicles. Refresh with hand sanitizer / breath mint before returning into the consumer’s home
Tools / Equipment 1. Each vehicle must have the tools required to perform their duties based on their position at all times for all services including Check Measures, Installations and Service Calls 2. If a tool or equipment Tools and equipment inventory checklist is provided and reviewed weekly. The checklist is presented to the installation coordinator to be replenished 3. Tools and iPad must be brought into the receiving area nightly before leaving
Parts & Tools 1. Each vehicle must have additional parts or required tools to perform their duties 2. Parts inventory checklist is provided and updated as stock is depleted a. The checklist is presented to the Installation Manager to be ordered for replenishment b. The approved tools checklist indicates brand and approximate price for tools to be pre-approved prior to purchase with an employee purchase card
Vehicle 1. Prior to leaving in the morning, the installers are required to insure their vehicle is safe 2. A vehicle inspection checklist is to be filled out by the installer driving the vehicle a. These sheets are gathered weekly and placed into a vehicle binder 3. The vehicle should be filled up prior to returning everyday if tank under ½ full
Employee Hours 1. Start time is 7:30 AM daily, until the day is completed. 2. Start time is defined as punched in and at the vehicle or loading area and ready to leave for the day 3. The day is completed after the installer’s tool bag and iPad are put into the receiving area. Depending on time and situation, it is ideal to load the work vehicle for the following day the night prior
Scripts and Processes 1. All scripts and processes are to be followed until otherwise changed. Changes can be made by making suggestions to the installation department for review 2. Courtesy calls are to be made in the morning to all jobs for the work day

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Assigned Installers 1. The installer that is assigned to the job on the iPad is deemed to be the head installer for the job site, regardless of installer’s title or seniority. It is always the job of all personnel to make sure everyone is following the protocols and continuously learning & teaching
Washrooms 1. Minimize the usage of washroom visits at the consumer’s home 2. Where appointments are short, pre (en route to call) and after (en route to next call) appointment planning should be made to visit area hotels, gas stations, fast food locations etc. 3. Where excessive time may be required in the washroom, an alternative plan may be made to step out of the appointment 4. If using the homeowners washroom, always ask permission
Cell Phone Voice Mail 1. All installer voicemails are the same to create consistency 2. The voicemails read “You have reached an Installation Experts mobile number. For immediate service please contact our office at 1-866-211-9990 again that is 1-866-211-9990”
Phone Call Scripts
Courtesy call scripts are to change between singular and plural punctuations based on installer quantity
Courtesy Call – First Call Good Morning, this is the installer’s for (DEALER NAME), how are you this morning. We are calling to let you know that we are making our way towards you for the (Check Measure / Installation / Service) this morning. We should be arriving in about “X” to “X” minutes depending on traffic, see you shortly. (Add time to GPS time based on distance, location and possible traffic)
Courtesy Call – Second Call or After Good Morning, this is the installer’s for (DEALER NAME), how are you this morning. This is just a courtesy call in regards to the (Check Measure / Installation / Service) we have for you this (Morning / Afternoon) We should be arriving to you between “X” and “X”, but we will give you another call later on when we are making our way towards you. (Estimated time should be roughly 1 Hour before and 1 Hour after scheduled time, depending on distance, location and possible traffic)
En Route Call Hello, this is the installer’s for (DEALER NAME) calling again We are just calling to let you know that we are making our way towards you for the (Check Measure / Installation / Service) We should be arriving in about “X” to “X” minutes depending on traffic, see you shortly.
If a voicemail is left, the current time that the message is recorded will be announced
Hello, this is the installer’s for (DEALER NAME) calling again We are just calling to let you know that we are making our way towards you for the (Check Measure / Installation / Service) The time is currently “X:XX”, and we should be arriving in about “X” to “X” minutes depending on traffic, see you shortly. (Add time to GPS time based on distance, location and possible traffic)
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Check Measure

On Site Script

Pre Check Measure Hello, my name is __ and this is __ We are here to make sure what was requested will operate and function properly We will check over each window and if we have any questions we will go through them at the end with you There might be some alternative choices we will have to go through, and everything will be noted for the dealer If there are any changes in price, pricing is only discussed with the dealer

Post Check Measure 1. If there are existing window coverings in the openings, the installer will discuss if the consumer is going to take them down prior to installation, or if they require our services to take down at the time of the installation 2. If there is any large furniture in rooms that are obstructing the windows, the installer will advise the consumer that at least 3 feet of space is required for the installation for those rooms 3. The installer will inform the consumer that once the product has been received, they will be contacted to book the installation date a. If the consumer inquires about turn around time, the installer will advise the consumer to keep in contact with the consumer for a narrowed down time

Installation
Pre Installation Hello, my name is __ and this is __ We will start by bringing all the product into the home, are we okay to keep the door open for a short period while this is done? Once everything is inside we will unpackage the product and sort it all to their respective rooms We typically start the installation from upstairs and work our way downstairs if that works with you Once the installation is complete, we will walk you through all of the operations and warranty for the products We do not take garbage or cardboard but we will cut all the cardboard down and compile all garbage neatly for your disposal, where would you like us to palace all of this for you?

Post Installation 1. The installer will review the product and warranty with the consumer a. Louver and panel operation of shutters b. Maintenance and cleaning of shutters c. General warranty information of shutters d. Blind operation / Cordless and motorized e. How to charge motorized product f. How to use motorized remotes

Service
Hello, my name is __ and this is __ Depending on what the service is for will determine the script The installer will go through what they will be doing at the service to the consumer Once the installer is complete the service, they will go through what they have done with the consumer

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Warranty

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Shutters
25 Year Warranty on Shutter Frame and Shutter Panel for UltraSatin® The Manufacturer warrants Eclipse Shutters (collectively or individually,) the “Shutters” against such defects in material that might result in blistering, peeling, flaking, corroding, and fading of the shutter frame or panel members for a period of twenty-five (25) years from the date of installation. This Limited Warranty on the Vinyl frame and Vinyl panels shall remain in effect only if normal cleaning practices are followed periodically (see section entitled “Maintenance and Cleaning”).

5 Year Warranty on Hardware Eclipse Shutters warrants that the hardware will remain in good operational condition for a period of five (5) years from the date of purchase.

5 Year Warranty on Shutter Motorization Eclipse Shutters warrants that the motorization components will remain in good operational condition for a period of five (5) years from the date of purchase.

General Conditions The Original Owner of the premises at which the Shutters are installed (the “Owner”) is entitled to this Limited Warranty. To the maximum extent permitted by applicable law, this Limited Warranty is the only warranty applicable to the Shutters and excludes all other expressed or implied warranties, whether statutory or otherwise. No person is authorized to give any further representation or warranty or assume any further obligation with respect to Shutters.

1. Product Use This Limited Warranty applies only in respect to Shutters used strictly for the purpose for which they were intended, as interior window coverings in residential dwellings. Shutters are intended to provide light control only, and may have light lines of varying sizes between louvers. Shutters are neither intended nor guaranteed to provide blackout conditions when closed.

2. Limited Warranty Limitations Eclipse Shutter’s liability is limited solely and exclusively to repair or replacement, at the option of Eclipse Shutters and under no circumstances will Eclipse Shutters be liable for incidental or consequential charges such as, but not limited to, labour costs for any purpose, inconvenience, damage or injury to persons or to property, or any other expense.

3. Replacement Parts or Repairs Eclipse Shutters reserves the right to discontinue or change any Shutter as currently manufactured. If an exact replacement part is not available, Eclipse Shutters reserves the right to substitute parts of equal quality at its sole option.

Excluded from Limited Warranty Coverage The following are excluded from coverage under this Limited Warranty:

a. Any defect, malfunction, or failure to perform which has occurred because of unreasonable use, improper application, or failure to perform reasonable or necessary maintenance.
b. Any damage to the Shutters or components of the Shutters caused by settlement or structural defects of the building in which they are installed.
c. Any damage caused by wind, hail, lighting, or other acts of God, intentional acts, accidents, negligence, or exposure to harmful chemicals or pollutants.
d. Damage caused by improper handling or installing.
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e. Damage to any Shutter which has been repaired or modified or attempted to have been repaired or modified by any person other than a duly authorized representative of Custom Brands Group
f. Damage resulting from Shutters which are light controlling but not blackout. g. Shutter panels made without divider rails or which are too wide or too high (Divider rail required at 66″ height, 2
divider rails required at 96″ height). h. Distortion of the Shutters caused by the louvers being closed tight without airflow or the use of other window
coverings in front of or behind the shutters. PVC distortion can occur at 140oF or 60oC; Shutters should be installed at least 3 feet away from direct heaters. i. Any build-up on the Shutters caused by static electricity. Certain homes are more susceptible to static charges so under some circumstances a static charge in the home may attract dust, soot from candles or soot from kerosene lamps to any PVC surface causing it to appear dirty. The resulting film can simply be cleaned from the shutter using a manufacturing recommended cleaning product. j. Any residue on the Shutters resulting from air fresheners placed directly under the shutters.
Effective Date of Limited Warranty This Limited Warranty will take effect from the date that the installation of the Shutters is completed at the premises.
Maintenance and Cleaning Vinyl materials require little maintenance. However, surfaces may become dirty. Normal maintenance requires washing with mild soap and water using a soft cloth. For difficult to remove dirt and stains, water- based household cleaners can be used. Chlorine-based cleaners or other cleaners containing organic solvents could affect the surface appearance and durability of the Shutters.
Procedure and Conditions of Limited Warranty Remedy Repairs are done at the Eclipse Shutters facility. Shutters must be transported to an Eclipse Shutters fabricator. Eclipse Shutters will not be responsible for any costs incurred in transporting Shutters to and from the fabrication facility.
In the event that Eclipse Shutters’s obligation under this Limited Warranty is sought, the Owner must notify the Dealer with the following:
Name and address of the Owner. Date of installation. Copy of original payment receipt. A brief description of the defect.
If the Dealer determines that the defect should be covered by this Limited Warranty, the Owner may, at their expense, arrange for delivery of the Shutters to the Dealer and in turn to the Eclipse Shutters facility for repairs. Upon inspection, Eclipse Shutters will determine whether the defect is covered by the Limited Warranty. If the defect is covered by the Limited Warranty, the product will be repaired or replaced at the discretion of Eclipse Shutters. If the defect is not covered by the limited warranty, Eclipse Shutters will inform the Dealer of costs and options related to the defect. Dealer Authorization is required before Eclipse Shutters will repair, modify, or replace a product not covered by the terms of this Limited Warranty. Any cost or charges will be billed to the Dealer. The Dealer will be responsible to collect these charges from the Warranty Holder.
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Blinds
LIMITED LIFETIME PRODUCT WARRANTY
This Limited Lifetime Product Warranty extends to the original retail purchaser of Custom Brands Group window covering products which were properly installed and maintained as per our installation instructions and not modified in any way. We will repair or replace, at our option, a defective product after it is returned to Custom Brands Group or one of our dealers.
Natural materials, especially wood, can have a tendency to warp when exposed to the elements. This is considered normal wear and tear and is not covered by this warranty.
Repairs and replacements will be made with like or similar parts or products. We will do our best to match the repair or replacement with similar parts or products, but colours may vary and we cannot guarantee an exact match from previous purchases or to other non-defective existing products, even if they are in or near the same opening. If the product, part/component, or operating system has been discontinued, we will repair or replace only the defective product with the most similar alternative available at the time of repair or replacement.
WHAT IS COVERED
This warranty covers our products for defects in materials, mechanisms, workmanship, and failure to operate for as long as the original retail purchaser owns the product (unless shorter periods are provided in the chart below)
All internal mechanisms, components, and brackets Fabric delamination Custom Brands Group will provide a return shipping label for goods less than 12 months old.

Product / Component

Period of Coverage
(from date of purchase)

All operational cords, ladders and tapes

7 Years

Motorization components and accessories* (batteries not included)

5 Years

Exterior Roller Shades

5 Years

Specialty Shapes

1 Year

Shutters**

25 Years

*All motorized parts must be purchased from Custom Brands Group to be covered by our warranty

**Refer to Grandeur® and Eclipse® written warranties for specific limitations

WHAT IS NOT COVERED
Any conditions caused by normal wear and tear on the product. Abuse, accidents, misuse, or alterations to the product. Exposure to the elements (sunlight, salt air, wind, water/moisture, high humidity, or corrosive materials) which may
cause discoloration, fading, cracking, shrinking, stretching, or warping over time. Failure to follow our instructions with respect to measurement, proper installation, cleaning, operation of the product,
or maintenance. Labour costs associated with removal and reinstallation. Shipments will be at the purchaser’s expense for all goods more than 12 months old.
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To Obtain Warranty Service: Contact your original dealer (place of purchase) for warranty assistance. If you are not the original owner, and therefore not covered by this warranty, contact your local dealer for assistance. There will be costs associated with the repair or replacement. Contact Custom Brands Group Canada at 800-387-2879 for technical support, availability of parts, for assistance in obtaining warranty service, or for further explanation of our warranty.
NOTE: You may have different or additional rights under provincial or territorial law. Except where provincial or territorial law will not be liable to refund any amount paid by the purchaser to the Custom Brands Group Canada dealer; and will not be liable or responsible for any economic loss, expense or fee, damage to property, personal injury, or any other damage or injury of any kind, including punitive damages, (whether or not suffered by the purchaser or other persons) arising out of or related to the design, manufacture, fabrication, distribution, purchase, installation, use, repair or replacement of the product. The limitations of liability in this Limited Lifetime Product Warranty shall apply regardless of whether Custom Brands Group Canada or its dealers have breached a warranty or condition of sale, have been negligent in any way, or have committed any other wrong, whatsoever, except as a result of gross negligence or gross recklessness.
Different warranty periods and terms apply for commercial products and applications.
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References

• 2013 ABCA 96 (CanLII) | Vargo v. Hughes | CanLII
• Centers for Disease Control and Prevention
• Dampness and Mold in Buildings | NIOSH | CDC
• EACC - Environmental Abatement Council of Canada - Canadian Chapter of the EIA | Environmental Abatement Council of Canada
• U.S. Environmental Protection Agency | US EPA
• Mold | US EPA
• Welcome to the Health Canada Web site | Bienvenue au site Web de Santé Canada
• Mould - Canada.ca
• Law Document English View | Ontario.ca
• Law Document English View | Ontario.ca
• Law Document English View | Ontario.ca
• Constructor guideline | ontario.ca

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