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Frequently Asked Questions

Mulberry is the people-first platform that helps consumers save money, protect their purchases and access high-quality, affordable financial products. We will do the research for you to identify the top solutions on the market that provide the best value for the lowest price. We’re committed to making financial products easy to understand and easy to use.

 
 

What is MulberryCare?

MulberryCare is people-first product protection that offers free 1-year protection plans through our Mulberry Chrome extension, as well as industry-low prices on extended warranties. We’re committed to making product protection easy to understand and easy to use so you can get back to enjoying your favorite products, faster.

Along with comprehensive coverage for your products, we're proud to support you with:

  • 24/7 customer support
  • Hassle-free online claims
  • No deductibles or hidden fees

Is MulberryCare really free? What’s the catch?

Yes! The 1-year MulberryCare protection plan is completely free, with no deductibles or hidden fees. And there’s no surprise charge at the end of the year — if you get the free 1-year plan, your coverage simply ends at the end of that year. In fact, we don’t collect any payment information for the free 1-year plan, so there would be no way to get any surprise charges.

So why are we giving great protection away? The short answer is that we want product protection to be accessible for everyone! And we want to grow our customer base. To do that, we knew we’d have to offer a benefit that would bring amazing value for online shoppers. 

The reality is that the actual cost to protect a product is not nearly as high as the prices you typically see online. In some cases, we’ve seen retailers charge up to 35% of the product price for a protection plan, but the actual insurer cost is a fraction of that.

Which means that if we at Mulberry want to give away 1-year protection plans for free, it’s a lot more affordable than you’d expect.

How is MulberryCare different from my manufacturer’s warranty?

The main difference between MulberryCare and a typical manufacturer’s warranty is the coverage: most manufacturer warranties only provide coverage for product defects or malfunctions. Issues stemming from accidents — like drops, rips, cracks, spills, and pet damage  — typically aren’t covered by a manufacturer’s warranty.

That means if your product issue wasn’t a result of faulty manufacturing, you’re out of luck if you need repairs or a replacement. That’s where we come in! Not only does your MulberryCare plan cover those defects and malfunctions, but for most products it accounts for accidental damage, too. 

Can I get MulberryCare if I’m shopping on my phone?

If you're using our browser extension, we can only offer MulberryCare protection when you shop on a desktop computer or laptop where you have our browser extension downloaded. Make sure you pin your Mulberry extension so we can let you know when products you're shopping qualify for MulberryCare!

However, look for MulberryCare offers at your favorite online retailers during checkout as we do partner with many of your favorite brands to bring you great product protection. 

Can I get MulberryCare from any location?

Yes! MulberryCare is available to all US-based shoppers.

If you live in Florida, free 1-year MulberryCare plans are not currently available. Check back soon as we're working to offer a solution for Floridians!

Can I get a plan for a product I’ve already purchased?

The easiest way to get a MulberryCare plan is from our dynamic notifications as you shop for your product, so be sure to download the extension and pin it in your Chrome browser.

But if you’ve already completed your purchase, the process is simple. Just open up the extension in your browser and click on the shield icon in the top right corner to access the MulberryCare form. From there you can enter your product details and date of purchase to see if it's eligible for protection.

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What products are eligible for MulberryCare protection plans?

We offer product protection for the important purchases in your life, like appliances, furniture, electronics, bikes, jewelry, watches, fitness equipment, and more. Don’t worry about remembering the details — we’ll let you know when an item qualifies for MulberryCare as long as you download the Mulberry extension and pin it in your browser.

At this time, refurbished or used items are not eligible for coverage. If you submit a claim for an item that falls into this category, it may be denied. 

Additionally, we partner directly with a number of brands to offer you great product protection - look out for MulberryCare protection options while you shop and during checkout!

For more details, check out our contract terms here.

Is accident protection offered for all types of products?

Accidental damage protection isn't available for the following product categories:

  • Large & outdoor appliances
  • Bikes & ebikes
  • Fountains
  • Outdoor items - non-appliances that are used outside, like hot tubs, carports, tents & swimming pools
  • Power tools
  • Pet products
  • Some sporting goods (like baseball bats)

Coverage for repairs, replacements, defects & other malfunctions is still available for these products. Click here to see the full policy terms for MulberryCare plans.

Is there a price limit for products that I can protect with MulberryCare?

Free 1-year MulberryCare protection plans are available for products that cost less than $500. For more expensive items, upgraded plans are available for purchase at the lowest prices, guaranteed.

The following products are ineligible for protection at this time:

  • Furniture, electronics, appliances, luggage, bags, and jewelry that cost more than $5,000
  • Apparel that costs more than $1,000
  • All other products that cost more than $2,500

When does coverage start?

For both free and upgraded MulberryCare plans, coverage starts on the date you purchase your item. If you upgrade your free plan to extend coverage beyond one year, your upgraded plan will replace your free plan and the extended coverage will start from the date you originally purchased the item. 

How do I file a claim?

Once you have a MulberryCare plan, you’ll get access to your personalized customer dashboard where you can see coverage details, file claims, and check your claim status. To file a claim:

Once your claim is submitted, our team will review your claim details and follow up with next steps for a repair or replacement. 

You can also contact our customer support team 24/7 at help@getmulberry.com, or by calling 1-917-994-6394.

Will I have to pay a deductible or any other fees?

Nope! You’ll never have to pay any fees or deductibles when you file a claim with us.

What are the full policy terms?

Click here to see the full policy terms for MulberryCare plans.

Can I purchase a MulberryCare plan for someone else?

Yes! You can purchase MulberryCare for someone else's product, or to protect a gift. Once you purchase the MulberryCare plan, here is how you can change the primary holder of your plan:

  • Log in to your dedicated customer dashboard
  • Click on the MulberryCare plan for the product you would like to transfer
  • Scroll down and click “Transfer”
  • Enter the requested recipient information
  • Click “Review Warranty Transfer” & review the recipient’s information
  • Click“Transfer Warranty”

Please refer to your plan's specific terms & conditions for a full list of limits, obligations, and exclusions.

How does Mulberry protect my data?

Mulberry is SOC 2 certified and has many procedures in place to protect customer data. Read our privacy policy for more details.

What data does Mulberry collect from customers?

We only collect personal data that you provide to us willingly. To get a free MulberryCare plan, we just need your email address and your name.

If you want to purchase an upgraded plan, we’ll collect your email address, name, and billing address in addition to your payment details, which are securely processed.

Read our privacy policy for more details.

Will Mulberry sell my data to any third parties?

No. We don’t sell any customer data to third parties. Any customer data that we collect is used solely to support our product offerings and enable use of our customer dashboard. Read our privacy policy for more details.

What financial products and services does Mulberry offer?

Mulberry currently offers savings on car insurance and travel insurance, in addition to free 1-year product protection plans and extended product warranty coverage. 

Does Mulberry offer insurance other than product protection?

Yes! We partner with industry-leading insurance providers to offer you great savings on car insurance and travel insurance. 

Click here to learn more about your travel insurance coverage options.

Click here to learn more about how you can save on your car insurance. 

How can I save money on car insurance?

We partner with leading insurance providers to offer you big savings on your car insurance. You could save up to $922 by switching your car insurance to a new provider. Click here to see what you could save. 

How can I save money on travel insurance?

We partner with leading insurance providers to offer you customizable travel insurance plans to fit your coverage needs. Click here to learn more about travel insurance coverage options and savings.

How does cash back work?

As you browse and shop online, we’ll alert you to available cash-back offers on supported retailer websites — make sure to click to activate the cash-back offer before you check out.

Once your purchase is processed, your cash-back earnings will be converted to Mulberry Coins and reflected in your Coins History. Once you earn $10 in coins, you’ll be able to cash them out for a Visa or Amazon gift card.

What merchants are part of the cash-back network?

Cash back is available at over 15,000 eligible online merchants, including:

  • 1-800-Flowers

  • Ace Hardware

  • Chewy

  • Ebay

  • Gap

  • JCPenney

  • Kohl’s

  • Kroger

  • Macy’s

  • Staples

  • Ticketmaster

  • Walmart

  • Walgreens

Is there a limit to how much cash back I can earn?

There’s no limit to the amount of cash back you can earn. Keep in mind that for your online safety, and to prevent fraud and violations of our Terms of Service, you may be contacted if you have multiple pending rewards from the same merchant.

How do I track my cash-back earnings?

All coins-related activity — including cash-back purchases — are reflected in your “Coins History.” To get there, click on “Account” from the bottom navigation. Expanding the "Coins History" module will display all of your coin earnings history, including “pending” and “issued” cash-back purchases.

Why are my earnings showing as “pending”?

Initially, Mulberry Coin earnings for cash-back purchases will be marked "pending" – this is because merchants typically place a hold of 30+ days to ensure your order is not cancelled or returned. This hold period may be longer depending on the merchant. From there, our cash-back partner has to process the purchase on their side. 

Once this hold period and processing has been completed, your cash-back coins will be fully “issued.” When you reach $10 in “issued” coins, you’ll be able to cash them out for a Visa or Amazon gift card.

When will my cash-back earnings show in my Coins History?

It typically takes one to two days for eligible cash-back purchases to be processed and appear in your Coins History. Some merchants take longer than others to report sales; for example, some merchants will not report the sale until the product ships.

Initially, Mulberry Coin earnings for cash-back purchases will be marked "pending," and may not be redeemable for up to 60 days post-purchase. Once you earn $10 in coins, you’ll be able to cash them out for a Visa or Amazon gift card.

I know I made a purchase with a supported retailer — why didn't I earn cash back?

It typically takes one to two days for eligible cash-back purchases to be processed and appear in your Coins History. Some merchants take longer than others to report sales; for example, some merchants will not report the sale until the product ships. Additionally, some items aren’t eligible for cash back.

Alternatively, if you have another cash-back or associated extension installed, and have activated an offer for that extension, it may override our extension’s cash-back offers. If you want to be sure you have Mulberry’s cash-back offer activated on a given retailer’s site, click on the M icon in your browser navigation — if you’re on an eligible domain, you should see options to activate your offer.

How do I cash out my earnings?

All cash-back earnings are converted to Mulberry Coins; redemption options are locked until you earn $10 in coins. You can track your progress by clicking “Account” in the bottom navigation in the extension.

Once you’ve hit the $10 threshold, redemption options will be unlocked. From there, you can decide whether you’d like to cash out with a Visa or Amazon gift card. Once you’ve made your election, you’ll receive an email from our gift card vendor, Tremendous, with a link to redeem and activate your gift card.

I was able to get cash back from a retailer before, but I’m not seeing the offer anymore. What happened?

First, check for any ad blockers or firewalls that may be preventing the extension from working. Even being signed onto a work VPN can sometimes prevent some extensions from functioning properly. If the retailer is still not offering cash back after confirming no other issues, it’s possible our relationship changed and that retailer is no longer a part of our network. 

How do I access my Mulberry account and plan details?

To access your Mulberry customer account, click the activation link contained in the welcome email you received at the time you activated your MulberryCare plan ("Activate your Mulberry Account"). If your activation link has expired, you will automatically receive another email with a new link, which you can then use to create your account.

If you have any difficulties setting up your Mulberry account, please reach out to our customer service team at help@getmulberry.com.

How do I update my contact information?

Mulberry provides you with an easy-to-use customer dashboard where you can view your coverage details, file claims, and update your contact information. 

To update your personal details (telephone number & address), simply follow these steps:

If you experience any difficulty updating your information (or if you need to update your email address), feel to reach out to our customer service team 24/7 at help@getmulberry.com.

How do I reset my Mulberry account password?

You can use this link to reset your Mulberry customer account password. If you continue to experience difficulty logging in, please contact our support team at help@getmulberry.com.

How do I contact Mulberry?

For customer inquiries, please reach out to us at help@getmulberry.com, chat with us live through your customer dashboard, or give us a call at 917-994-6394!

How do I file a claim?

Once you have a MulberryCare plan, you’ll get access to your personalized customer dashboard where you can see coverage details, file claims, and check your claim status. To file a claim:

Once your claim is submitted, our team will review your claim details and follow up with next steps for a repair or replacement. 

You can also contact our customer support team 24/7 at help@getmulberry.com, or by calling 1-917-994-6394.

Is there a limit to the number of claims I can file?

There is no limit to the number of claims you can file. You can use your Mulberry plan to file multiple, separate claims for your covered product, up to the limit of liability (the original retail value of your product), minus any claims costs already incurred on your plan.

Your plan includes coverage for a single incident per claim, so please make sure to file a claim as soon as a covered incident occurs! Once your product has been replaced (or cash settled) by Mulberry, your coverage terms will be fulfilled and no more claims can be filed against that plan.

How can I check the status of my claim?

Mulberry provides you with an easy-to-use customer dashboard where you can view your coverage details, file claims, and check your claim status. To check the status of your claim, simply follow these steps:

  • Log in to your Mulberry account
  • Click the drop-down arrow to the right of the Protection Plan for which you've filed a claim
  • Scroll down to the “Claim History” section for a summary of your claim status
If you have any questions regarding your claim, feel to reach out to us 24/7 at help@getmulberry.com.

What are the full policy terms?

Click here to see the full policy terms for MulberryCare plans.

What happens if I return or exchange my product?

If you exchange your product for an identical product, your MulberryCare plan will remain valid and active.

If you exchange your product for a different product (or the same product with a different retail value), you will need to cancel the plan associated with that product and purchase a new plan, if you'd like to have that product covered.

If you cancel your plan within 30 days of purchase, you will receive a 100% refund for the plan (minus any claims paid).*

 

*Please refer to your plan's specific terms & conditions for a full list of limits, obligations, and exclusions.

Is my product still covered if I move to a new city or state?

Yes! Your MulberryCare coverage continues if you move anywhere within the United States. You are able to edit your address directly in your Mulberry customer dashboard.

Can I cancel my MulberryCare plan?

Yes, you are able to cancel your MulberryCare plan.

If you cancel your plan within 30 days of purchase, you will receive a 100% refund for your plan (minus any claims paid).*

 

Please refer to your plan's specific terms & conditions for a full list of limits, obligations, and exclusions.

Can I delete my Mulberry account?

If you want to stop using Mulberry, simply uninstall the browser extension. If you would like to delete your Mulberry account or personal information, please reach out to our customer service team at help@getmulberry.com, and we'll delete any information we have on file. 

Have more questions? Visit our help center →

Get the Free Mulberry Browser Extension

Download the Mulberry browser extension to get unlimited free 1-year MulberryCare product protection plans at your favorite online retailers in seconds, and you can extend your coverage at the lowest prices on the market.