Are Payments to Ergohuman secure?
Yes. The site is secured by GoGet SSL data encryption. All card payments are processed through a secure payment gateway hosted by Stripe. Stripe are one of the largest payment processors in the world. We do not capture or store your payment details which ensures your financial information is secure.
Do I receive an order confirmation?
When you complete payment you will receive an order confirmation email confirming your order details including any promotion your order has qualified for. A pdf copy of your invoice will be attached to the confirmation email. If you do not see your email, please check your Spam or Junk Folder. If you still have not received it, please contact us at email@example.com
How can I pay?
You can pay with any Credit or Debit card including Vias, Mastercard, American Express etc. and through Google Pay or Apple Pay. You can also pay with your Paypal Account. Bank Transfers can be accepted by contacting us at firstname.lastname@example.org We do not accept Afterpay, Zip Pay, Latitude Pay or Klarna.
Do prices include GST?
Yes. All prices displayed on our website are in $NZD and include 15% GST
What if I change my mind after completing payment?
If you change your mind, please contact us as soon as possible through the on-screen Chat, by phone at 09 888 4380 or by emailing us at email@example.com Provided we have not processed your order for despatch, you can cancel your order and there will be a 3% fee to cover the merchant fees and administration. If your order has been processed for despatch, your order will be treated as a return as per our 60 day returns policy. Please see the returns policy at www.ergohuman.co.nz/returns
Order acceptance is not a guarantee
The acceptance of your order is not a guarantee of delivery within a specific time. We do everything possible to ensure that the availability of product on the website is accurate. In the event of a stock discrepancy or delay in arrival of stock on a pre-order, we may experience a delay in being able to deliver your order. In this case we will contact you as soon as possible to let you know and what your options are. This could be to wait for delivery or to accept a different model or colour that is available sooner.
Delivery of your order
Where can we deliver?
We can deliver to most regions and postcodes in New Zealand including RD addresses. If your postcode is not available, please contact us to see if we can find a solution.
How much is delivery?
Delivery costs vary by region so we cannot offer a standard delivery charge. Therefore we calculate delivery based upon your location and the available transport options. An Ergohuman Chair in its carton weighs between 33 and 39kg and is a third of a cubic metre. There is a shipment calculator on the cart page where you can enter your location and postcode to calculate a delivery price for your order. We continually monitor prices by Carrier to provide the most cost effective rates possible.
Who do we use for delivery?
Due to the size and weight of an Ergohuman Chair we use Carriers that can handle bulky goods. An Ergohuman Chair is too large and heavy for most Courier companies. We regularly use Jet Couriers for Auckland Metro and Mainstream Transport or Owens for most other locations. The selection will be based on the best service and price for your location.
What happens if there are delivery delays?
We endeavour to deliver your chair as quickly as possible and work with our Carriers to expedite deliveries as best we can. Occasionally delays occur that are beyond our control which can be due to adverse weather conditions, unusually high freight volumes, pandemics, etc In these instances we will do everything we can to resolve the problem and get your chair delivered, however we cannot accept liability for delays that are outside of our control.
Is there delivery tracking available?
Wherever we use a major Carrier such as Mainstream Transport, there is tracking available through their tracking system. The tracking will be sent to you with your shipping confirmation by email or SMS and will be available in your Ergohuman Account if you have created one. For some local Couriers who do not have a tracking system and we will email or SMS you with the expected delivery date.
What does delivery include?
The standard delivery is a kerbside service to a ground floor or building entry. It does not include delivery into a room within a building or to a higher floor, unless it has been pre-arranged.
Will the Carrier call ahead of delivery?
The Carrier is instructed to call or SMS ahead of arrival. This happens most of the time although we cannot guarantee every driver will do this every time. We reinforce this instruction with our delivery partners on a regular basis.
Will we remove your old chair?
We do not currently offer a removal service for the Office Chair you are replacing.
Do I need to be home to receive delivery?
Due to the size and value of your Chair we do require a POD (Proof of Delivery) which usually involves an authorised person signing for the delivery. It may be possible to provide the Carrier with an ATL (Authority to Leave) if you are happy for the chair to be left in a safe place. Please contact us or the Carrier to request an ATL.
Do you deliver to PO Boxes or Parcel Lockers?
No we don’t. The dimensions and weight of the Ergohuman carton exceed the size limits for delivery to a Post Office, Post Office Box or Parcel Locker.
What happens if I receive a damaged carton or chair?
If you receive a delivery with superficial carton damage, please let us know and send us photographs. The Chairs are well packed and can sustain some rough treatment without the chair being affected. If there is damage to any part of the chair, let us know with photographs and we will resolve it for you. If the damage is more than superficial, refuse the delivery if possible. If this was not possible, let us know with photographs and we will give you instructions on next steps.
Unpacking and assembly of your chair
Does the chair arrive already assembled?
The Chairs arrives factory sealed in a box and requires some limited assembly. The complex parts are pre-assembled and assembly takes approx. 12 minutes. This involves 6 bolts and inserting the wheels and gas lift. The assembly instructions by model are available online.
Where do I find the assembly instructions?
The assembly instructions are in a folded booklet inside a plastic sleeve that is kimbel tagged to the back of the back-rest. They are not loose in the packaging.
Where do I find a guide to the chair adjustments?
The guide to the chair is contained in the same booklet as the assembly instructions. This is inside a plastic sleeve that is kimbel tagged to the back of the back rest.
Are there any tips for assembly?
- The back-rest is quite heavy and it helps if someone can hold the back-rest while the other person installs the bolts.
- For the bolts that attach the back-rest to the seatbase, it helps to get each one started and to tighten them evenly. If you tighten one fully it may pull the opposite bolt slightly out of alignment and make it harder to tighten.
- We recommend installing the arm-rests first with the seat base upside down. If you install last, you need to install the bolts upside down which makes its harder to keep the bolt straight. If forced on an angle, it is possible to cross thread the thread in the arm-rest. If this happens, just let us know and we will resolve it for you.
I am having trouble removing the gas lift
All office chairs are designed to meet stringent safety standards and have a simple and effective design for the gas lift installation. However they can be stubborn when it comes to removing one from both the seat base and the wheel base. We have developed a tool to assist in removing the gas lift from the seat base which is available with our replacement gas lifts. For guidelines on removal please see our ERGOtool page. The instructions for using the ERGOtool are available here.
Warranty and Returns
What is the Warranty on my Chair?
All Ergohuman Chairs have a standard 3 year Warranty covering manufacturing defects or faults. An extended 5 year Warranty is available and is offered as a promotion from time to time. For the full Warranty terms and the process to make a claim please see www.ergohuman.co.nz/warranty
What is the Warranty on spares and accessories?
All parts and accessories are covered by a 12 month Warranty for manufacturing defects or faults. For the full Warranty terms and the process to make a claim please see www.ergohuman.co.nz/warranty
Can I return my chair if I am not happy with it?
We believe an Ergohuman Ergonomic Chair is unbeatable in terms of ergonomic comfort, durability and value for money. However nothing beats trying out a chair in person and there is always some risk in buying without trying. With that in mind we offer a generous 60 days to use your chair and be satisfied that its right for you. If it does not meet your expectations, you can return it with no questions asked. For full terms and instructions on initiating a return, please see www.ergohuman.co.nz/returns