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FAQ



What is your return policy?

We accept returns up to 30 days after the product was delivered. Please contact customersupport@ergonomyx.com to initiate a return. We will issue a full refund to Ecommerce orders minus the return shipping cost upon receipt and inspection of the returned item at our office in Victoria.


Do you offer a warranty?

Yes, all of our desks (and bikes) are protected by a 2-year warranty.


How much is shipping?

It's free to Canada and US.


Where do you ship from?

Orders are shipped from Victoria, BC


Can you mount a monitor arm?

Yes! Our desktops are made from real bamboo using a special pattern to provide maximum strength, so screwing or clamping a monitor arm would not be an issue. They also have a UV-cured, water-based polyurethane coating which would protect against any scratches a monitor arm might cause. Single or Dual Monitor arms are also available for purchase from Ergonomyx!


How do you protect against unintended height adjustments?

You can temporarily disable gesture and touch controls using our “locking” function to prevent unintended height adjustments. The locking feature is enabled or disabled by touching both the up and down sensors at the same time until a vibration is sensed.


How can I clean my desktop?

Our desktops are coated to naturally repel liquids, so if you spill something you can rinse it off with water using a hand towel.


What happens if something breaks?

We have done extensive testing to ensure the longevity of each and every component that goes into our products, but in the rare case something does break we will have replacement parts available on our website.


Is the Cable Management Spine included?

These were included for free to our Kickstarter backers, and they can now be purchased for $44.99 as an add on to the desks.


What are the dimensions of the different sizes of desks?

Ergonomic Rectangular-L Rectangular-M
Size 62x25 Inches 60x30 Inches 48x30 Inches

The leg frames and cables for my desk have arrived, but the tabletop is missing?

Although they are shipped together, sometimes there is a lag in the arrival of the tabletop. Rest assured that it will arrive in a matter of a few days.


I made a mistake when placing my order. How do I adjust my order?

Currently, our website does not allow us to change your order. Please email customersupport@ergonomyx.com with your request, and we will refund your purchase. You can then enter your order with the correct items.


I am having assembly problems with my desk

My Ergonomic desk has 4 extra holes:
The Ergonomic desk is not as wide as other desks, therefore it has shorter support frames which only require 4 holes instead of 8.

The holes on my Large Rectangular desk do not align with the support frame:
Some of our desks arrived with a manufacturing defect and were sent out before we had a chance to drill new holes. To fix this, new holes must be drilled. Line the support frame up with the pre-drilled holes on one side of the desk and draw a mark on the desk where the holes in the support frame are on the other side. This will show you where you need to drill. Once you have made your marks, use a ⅛ drill bit and bore ½” into the desk to make your new screw holes.

The legs are wobbling:
You might have overtightened the rubber screws on the desk support frame.

I can’t attach the cable management spine:
You might have to drill new holes. These screws are usually a bit bigger than the ones for the support frames so use a ¼” drill bit, drilling ½” deep.

I have a handful of extra screws:
These were for initial designs that we have since scrapped. Don’t be concerned that you missed something in the installation, if your frame is attached to the tabletop, your legs are screwed to the feet, and the cable management spine is secure, you don’t need any extra screws


The app is requiring me to create a new account every time I open it

You are likely registered as a temporary user, which happens when email is not verified. Please ensure that you verify your email when you create your account


I have not received any order confirmation or tracking number?

You should have received email containing order confirmation with tracking information


My desk is not moving up or down

  1. Confirm the desk has been receiving power. If the desk plays a brief vibration shortly after it is plugged in, this indicates it is powered on. Other ways to check this is to download the Ergonomyx app to see if the desk is recognizable through bluetooth, or by "pinching" the desk's touch sensors then touching the top or bottom sensor to see if the desk moves. If the desk is not powering up, this may indicate an issue with your wall plug, the connection to the "motor controller" (black) box, or the following ethernet-like connection to the desk's electronics. If you can unplug and replug these connections, the desk may begin working.
  2. There's a chance this error is an "ASR error", which is a "motor fault state" error. It should be very rare, and it usually occurs because of some minor cable connection imperfections.

    To fix this error, lower the desk into the lowest position the desk will go. Once the desk is at its lowest position, the "down" button may still need to be held for up to 30 seconds using either the touch sensor or the app. After holding the desk down for 30 seconds, the desk should be moving regularly
  3. Refer to the desk instruction manual for further information on general use. Download Manual by clicking here

What is the estimated shipping time?

Most orders are shipped within 1-2 business days after purchase. The following are expected shipping times as listed by our carrier for locations across Canada

  • Alberta: 2-4 business days
  • BC: 1-4 business days (includes northern BC)
  • Saskatchewan: 3-5 business days
  • Manitoba: 4-6 business days
  • Ontario: 5-7 business days
  • Quebec: 5-7 business days
  • Maritimes: 7-9 business days