Frequently asked questions
Ordering & Payment

What payment methods do you accept?
We accept major credit and debit cards. Financing through Shop Pay Installments (Affirm) is also available for eligible purchases. If you have questions about your Affirm loan or account, please visit the Affirm Help Center directly.

Affirm-powered Shop Pay Installments Help Center:

For general Shop Pay or Shop app questions: 
help.shop.app/shop/shop-pay-installments

Can I modify or cancel my order after placing it?
We understand that plans can change. Orders may be modified or cancelled within 24 hours of placement by submitting a Support Ticket.

Please note:
Orders paid using Affirm cannot be modified.

Cancellation requests for Affirm purchases are accepted within 24 hours.

Because we begin processing orders quickly, we recommend submitting a Customer Care Support Ticket as soon as possible if you need assistance.

Is it safe to use my credit card on your site?
Humanscale uses secure payment processing systems designed to protect your personal and payment information.
Are any purchases final sale?

What are your shipping rates and delivery times?
Shipping costs and estimated delivery timeframes are provided at checkout based on your location and the products selected.

Beginning September 15, 2025, orders shipping to U.S. destination addresses will include a 6% tariff surcharge.

Do you ship internationally?
Humanscale maintains operations in 28 countries, supported by a global network of partners and distributors.

Shipping availability for purchases made on Humanscale.com may vary by region. During checkout, you will see the destinations currently supported for online orders.

How can I track my order?
Once your order ships, you will receive tracking information. All parcel shipments include photo proof of delivery and require a signature upon receipt.

What if my package is lost or damaged in transit?
If you notice any damage, shortages, or delivery concerns:

Please note the issue on the delivery receipt at the time of delivery.

Submit a Support Ticket within 24 hours of receipt with your order number and photos (if applicable).

Humanscale files freight claims directly and will review eligible claims to determine next steps, including replacement or credit where appropriate.
Returns & Exchanges

What is your return policy?
We offer a 30-day satisfaction guarantee on orders placed through shop.humanscale.com.

If a return is requested within 30 days of receiving your product:

A prepaid return label will be provided.

The item must be in resaleable condition.

Proof of purchase is required.

Please note:
Separation Panels and Summa chairs are not eligible for return.

Returns requested between 30 and 90 days may be considered at our discretion and are subject to a 15% restocking fee.

Returns require prior authorization and must be initiated through a Support Ticket.

How do I initiate a return or exchange?
To begin a return, submit a Support Ticket with your order information and reason for return. If approved, you will receive detailed return instructions.

Who pays for return shipping?
For returns requested within the 30-day satisfaction period, Humanscale provides a prepaid return label.

For returns approved after 30 days, applicable restocking fees may apply.

How long do refunds take to process?
Refunds are issued after returned products are received and inspected. For Affirm purchases, refunds are processed through Affirm. Processing times may vary depending on your payment provider.
Product Information

Do your products come with a warranty?
Yes. Humanscale products are backed by limited warranties available to the original end-user purchaser and are non-transferable. Warranty coverage varies by product category.

Many seating and monitor arm products carry warranties of up to 15 years, with shorter coverage for select components such as fabric, cushions, and arm pads.

Full warranty details are available on each product page or by submitting a Customer Care Support Ticket.

Do I need to assemble my furniture?
Some products require light assembly, while others arrive ready to use. Assembly instructions are included where applicable. Professional assembly may not be available in all regions.

Professional installation is not included with online orders but may be requested for an additional fee (minimum $250 USD / $315 CAD, subject to availability).

What weight capacity do your chairs and desks support?
Weight capacities vary by product and configuration.

For example, Float and eFloat tables have specific load and surface requirements depending on the model selected. Please refer to the product specifications on each product page for detailed information.

Are your products eco-friendly and sustainable?
Yes. Sustainability is central to Humanscale’s design philosophy.

Many of our products are Red List Free and screened against thousands of chemicals of concern to support healthier indoor environments. Select products are certified Climate Positive and carry third-party verified certifications such as DECLARE labeling and TRUE Zero Waste.

We design for durability and long product lifespans to reduce waste over time, and many products undergo independent life-cycle assessments to measure environmental impact.

You can find detailed sustainability information, certifications, and material transparency disclosures on individual product pages.

Do you restock sold-out items?
Yes. We regularly work to replenish inventory and restock popular products whenever possible.

Availability may vary depending on demand and production schedules, but if an item is currently unavailable, we encourage you to contact Customer Care for updates on expected availability.
Customer Support

How can I contact customer service?
All order changes, cancellations, returns, warranty claims, and delivery issues must be submitted through a Support Ticket via our Contact page.

What are your business hours?
Customer Care is available during standard business hours, Monday through Friday. Response times may vary during holidays.

Do you have a showroom or physical location?
Humanscale products are available through select partners and showrooms. Availability varies by region. Please contact us if you would like assistance locating a showroom near you.