FAQs
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What is the difference between hard floor casters and standard casters?
Our standard casters are designed to be smooth, allowing a chair to move with ease over floor surfaces such as carpet.
Hard-floor castors are designed for hard flooring. They are still firm to touch but are materially different, ensuring the chair can move seamlessly without scratching or damaging the floor.
From our experience, there are many thermoplastic materials used on caster wheels, which vary in density. However, when we look at protecting a hard floor, it’s all about the elasticity of the soft tread.
Shoes often bring dirt and very small stones to the floor. If a caster is too soft and not elastic enough, these small stones get stuck on the surface of the tread and will then damage the floor as the chair moves.
Our soft-wheel casters are made from PU “Desmopan,” which is currently the best (and most expensive) material available on the market for soft-wheel casters. This allows them to be perfectly soft for hard floors, yet elastic enough to prevent stones from getting stuck inside them. (Top tip: Make sure your floor is free from dust and debris.)
Our soft-wheel casters are in line with EN 12528/12529 5.4.4.
How can I rearrange my delivery?If you were not home when we tried to deliver your package, you can schedule a new delivery time on the FedEx Delivery page, or alternatively contact us at [email protected] and we will gladly assist.
Can the armrest(s) be easily removed?Our armrests can be removed using a 5mm(1/4 inch) Allen wrench. Simply remove the three screws on the underside of each armrest to detach them from the seat.
What is your returns and exchange policy?For our full Returns information visit our dedicated Returns page.
Note
Once your items are returned to our warehouse, we will process your refund back to your original form of payment within 5 – 10 business days of receipt of the returned product. The applicable shipping costs will be deducted from your total refunded amount.
All returns would fall under our return policy and would be subject to the costs of return shipping (unless we are notified of any damages within 3 days of receipt).
Can I use the chair then return it if I don’t like it?Please refer to our Returns Page.
If you would prefer to talk to someone, please contact us: [email protected]
When can I expect my chair to be delivered?We aim to ship your order within 4 business days, mostly via FedEx ground service.
Tracking information will be sent once your order is shipped from our facility, this will then give you the most accurate delivery time.
Does the seat foam lose its structure over time?Our molded foam will soften slightly over time; however, it will not lose its structure or ergonomic benefits. The manufacturing process of our molded foam is the same as that found in car seats.
I have assembled my chair but its not going up or down.Don’t panic, this is an easy fix.
Ensure the chair is on a level surface and sit on it, using as much weight as possible.
Then push the right-hand lever downward.
Move off the chair and push the right hand lever down again. (Be sure not to apply any pressure to the seat).
This process should engage the gas cylinder and fix the issue. If you continue to have problems with your chair please contact [email protected]
Can the casters be changed?Yes, it is possible to change the casters, just ensure there is a 65mm(around 2 1/2 Inches) clearance for the gas cylinder.
Do you ship outside of the USA?Unfortunately we currently only ship to contiguous USA. However, we are looking to expand in the coming months.
What is your warranty policy?We offer a two year warranty on our chairs.
We don’t build in a complicated warranty structure that you need to interrogate to understand what’s covered for different periods of time.
If you have any queries please contact us: [email protected]
Can I order hard floor casters or armrests separately?Should you require additional armrests and/or hard-floor casters for your chair please contact us at [email protected]
