Contact - FAQ

Can't find what you were looking for?

Contact us at

+1 (236) 868-5848 / +1 (888) 928-9328

263-13986 Cambie Road - Richmond - British Columbia


FAQ - Frequently Asked Questions

  • The product I bought didn't suit me well, or it wasn't what I expected. What now?!
You can withdraw from the purchase within 7 (seven) calendar days after receiving the product, provided it is in the same condition as it was shipped (original packaging with accessories and original plastics, etc), receiving a partial refund of the amount paid or credit for another product. We reserve ourselves the right to charge a restocking fee of 18% of the total amount of the purchase.
For further information, please email us at:
  • Why did my chair height adjustment stop working?
The gas cylinder may not be working properly or is out of gas. Get in touch with our team through the email: and we will give you all the necessary information.
  • Is it possible to change the shipping address after completing the purchase?
Yes, it is possible to change it before shipping. Please, contact us at
  • Is it possible to change the shipping address after the product has been shipped?
It is not possible to change it. Any further question, please contact us at
  • How do I cancel my purchase?
Throughout the purchase period, after paying for the order and within a maximum period of 7 days after receiving the product, all requests must be sent to:
For questions and clarifications, please contact our customer service.
  • I completed the purchase and made the payment. When will my product be shipped?
By default, the dispatch period does not exceed 2 business days after your purchase is approved on our system, however, there are exceptional and one-off cases such as large-scale promotional offers (holidays, black Friday, etc..) that may cause our shipping process to take longer than the established standard.
  • I have already paid for the product, but my order has not yet been released. What should I do?
Order payment confirmations may take up to three (3) business days after payment. If your order is not confirmed after this period, please contact us through the service channels.
  • How do I track my order?
Some carriers provide the convenience of tracking products on their own website. If you do not receive a tracking code, talk to our Customer Service.
  • Will my product have an assembly service?
We do not provide assembly services. All models come with the manual. You can also check out the QR Code on your box.
  • Are lumbar and neck pillows included with all chairs?
No, it depends on the line/model of chairs you want to buy. The elemental line does not come with pillows due to the design more focused on user comfort, with a good foam block (thickness) that does not require the use of pillows, in addition to the natural curvature of the backrest for proper fitting for the lumbar spine. The Magna line only comes with a lumbar pillow (with NASA technology), having a high cut on the top of the backrest. The other lines follow both lumbar and cervical pillows.
  • How do I activate the balance function?
The balance function is unlocked by pulling the lever on the side of the chair.
  • Why is my chair tilted forward?
Check that you have correctly engaged the mechanism facing the correct direction. The valve below must be towards the user's legs. Check that all screws are tight holding mechanism located under the seat properly. If the problem persists, contact our warranty:
  • Why is my chair tilted to the side?
Check and tighten the screws on the mechanism located under the seat, this usually solves the problem. If the problem persists, contact our warranty:
  • I cannot remove the gas cylinder (piston) from the chair seat. How to proceed?
Every chair is designed for strength, the first 24 hours of use makes the piston very firm with the base and mechanism. Being quite difficult to remove after the first few hours of use, it's normal. What can help a lot in this process is to use a rubber hammer and some lubricant (wd-40).
First step: Use the lubricant agent on the edges of the connection between the tip of the piston and the base, let it act for about 5 to 10 minutes. And now use the rubber hammer to remove the piece. If it is still too difficult to remove, repeat the lubrication and go back to the hammer process again.
  • How do I clean my PU leather chair?
Stains in general are easily removed using water and a microfiber cloth.
For keeping your product hydrated, you can use drops of almond oil or specific PVC moisturizer with a damp cloth (almost dry) and wipe the chair. Wait about 15 minutes and then wipe with a dry cloth.
This procedure aims to prolong the life of the PU, preventing it from cracking or peeling in a short period of time.
  • How do I clean my fabric chair?
Suede - Neutral detergent
Ideally, cleaning should be done as soon as the stain is noticed. In a container, put 250ml of warm water. Then add about eight drops of clothes detergent. Stir until foaming and use it to rub over the stain.
  • How do I know which chair is best for my height?
On each and every description of our products you can find the height range for our chairs. Please read it and if you have any questions, contact us at: