Frequently Asked Questions
Customer Help
Quick answers about orders, shipping, returns, warranties, and products
Start with a topic below or open any question for a concise answer. For dimensions, assembly instructions, troubleshooting documents, or product-specific specifications, use the dedicated manuals and video-support pages.
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Orders + purchasing
Buying from Uncaged Ergonomics
Do you accept purchase orders?
Yes. We accept purchase orders for organizational purchases. Contact us with the products, quantities, delivery location, and timing so we can prepare the correct quote and ordering information.
Do you offer volume or bulk pricing?
Yes. Volume pricing depends on the product mix, quantity, inventory, and fulfillment requirements. There is no single discount threshold for every item. Visit our Bulk, Corporate + Government Purchasing page to request a quote.
Do you offer Net 30 terms?
Net 30 terms are available for approved accounts. Contact us for account review and purchasing details.
Can I order products that are currently sold out?
Availability varies by product. If an item or configuration is unavailable, contact us before ordering and we can provide the best available inventory or restock information.
Can I combine different products in one commercial quote?
Yes. Mixed-product orders can be reviewed as one project. Send us the products or SKUs, quantities, destination, and desired delivery timing.
Shipping
Processing, delivery, and international orders
How quickly will my order ship?
Most orders ship within 1 business day. Processing can vary for large orders, freight shipments, special projects, or products with different lead times.
Which orders qualify for free shipping?
Orders of $39 or more qualify for free ground shipping to eligible physical addresses in the contiguous United States. PO Boxes, Alaska, Hawaii, and international destinations are excluded.
How long does ground shipping usually take?
Our fulfillment center is near the West Coast. Ground shipments typically take about 3 business days to reach the central U.S. and about 5 business days to reach the East Coast after shipment. Carrier delays, weather, holidays, remote destinations, and freight shipments can affect timing.
Do you ship internationally?
International shipping may be available. Shipping charges shown through our store cover transportation only. Import duties, taxes, customs charges, brokerage fees, and other destination charges are the buyer's responsibility.
Do large products ship differently?
Yes. Oversized products and larger projects may ship by freight rather than parcel carrier. Product pages and project quotes provide the applicable delivery information.
For complete terms, see our Shipping + Returns Policy.
Returns
Our standard 30-day return process
What is the standard return window?
Our standard return window is 30 days beginning on the date your order is delivered. Contact us within that period to request a return or exchange.
Who pays return shipping?
The buyer is responsible for return shipping costs. Original and return shipping charges are not reimbursed unless required by law or otherwise agreed by Uncaged Ergonomics.
Do I need proof of purchase?
Yes. A receipt or other proof of purchase is required for returns and refunds. Include your order number when contacting us.
What happens if a returned product is damaged?
Products returned scratched, broken, or otherwise materially damaged may receive a partial refund based on the condition of the returned item.
Are Scratch & Dent products returnable?
No. Scratch & Dent sales are final and are not returnable. These items are fully functional but may have cosmetic blemishes, damaged packaging, or both. The applicable standard product warranty still applies to functional defects.
Warranty + replacement parts
Coverage varies by product
How long is the warranty?
There is no single warranty period for every Uncaged Ergonomics product. Warranty length varies by product. The warranty stated on the applicable product page or written sales documentation at the time of purchase is the term that applies.
What does the limited warranty generally cover?
Our limited warranties generally address covered defects in materials or workmanship during normal, intended use. Coverage, exclusions, and available remedies depend on the specific product.
How do I start a warranty claim?
Email hello@uncagedergonomics.com with the product name, order number or proof of purchase when available, a description of the issue, and clear photos or video if they help show the problem.
Do you sell replacement parts?
Yes, replacement parts are available for many products. Parts are model-specific and are not necessarily interchangeable, so confirm the exact product model before ordering. Browse Replacement Parts or contact us for help.
What if my product is outside its warranty period?
Contact us. Many products can be serviced with a replacement component rather than replacing the entire product, and we stock replacement parts for a number of current and legacy items.
Product support
Manuals, videos, compatibility, and troubleshooting
Where can I find assembly instructions or a user manual?
Visit Product Manuals + Downloads. Manuals are grouped by product family and include assembly, installation, dimensions, troubleshooting, and product information where available.
Do you have setup or troubleshooting videos?
Yes. Visit How-To Videos for setup, adjustment, assembly, reset, and product-overview videos.
How do I know whether an accessory or replacement part fits my product?
Check the compatibility information on the product or parts page. If you are unsure, contact us with the exact model name before ordering. Many replacement parts and accessories are model-dependent.
I cannot identify my product model. What should I send you?
Send a clear photo of the product, any label or model information, and your approximate purchase date if known. That is usually enough for us to narrow down the correct model or documentation.
Standing desks
Common Rise Up questions
Can I use my own desktop with a Rise Up frame?
Yes. Rise Up can be purchased as a complete desk or as a frame for use with a compatible desktop. Confirm the desktop dimensions, weight, material, mounting method, and screw length before installation.
What is the difference between a 2-stage and 3-stage Rise Up frame?
The 2-stage frame is the lower-cost option. The 3-stage frame provides a broader height range. Choose based on the height range your workstation needs rather than assuming one version is best for everyone.
What should I do if my Rise Up control panel shows an error or needs a reset?
Start by checking that all cables are fully seated. If a reset is required, follow the current Rise Up manual or reset video rather than forcing the desk. You can find both through our Product Manuals and How-To Videos pages.
Where can I find Rise Up dimensions and weight capacity?
Use the specifications on the current Rise Up product page. Product configurations vary, so the PDP is the best source for current dimensions, range, and capacity.
Keyboard trays
Choosing the right mounting style
Which keyboard tray should I choose?
The main difference is how the tray mounts and the height range you need. KT1 and KT2 mount under the desk, KT4 clamps to the desk without drilling, and WorkEZ Keyboard Tray is freestanding. Compare all models on the Keyboard Trays collection page.
Which keyboard tray works for sitting and standing?
KT2 is the under-desk model designed for a large sit-stand range, extending from about 10 inches below to about 8 inches above desktop level. The freestanding WorkEZ Keyboard Tray can also raise a keyboard well above the desk surface.
Do all keyboard trays require drilling?
No. KT1 and KT2 are screw-mounted under-desk trays. KT4 uses a clamp-on mount, while WorkEZ Keyboard Tray and KT3 are freestanding options.
Are the WorkEZ mouse pads interchangeable?
No. The Universal WorkEZ Mouse Pad clamps to the leg of a compatible WorkEZ stand. The WorkEZ Keyboard Tray Mouse Pad connects directly to the WorkEZ Keyboard Tray panel. They use different attachment systems.
WorkEZ
Adjustable laptop stands + accessories
How do I adjust a WorkEZ stand?
Support the stand, press the joint button, rotate the leg segment to the desired position, and make sure the joint locks before placing your device on the stand. Use the manual for your exact model because WorkEZ configurations differ.
Which WorkEZ model should I buy?
Choose based on the height range, platform size, portability, cooling features, and whether you want a mouse platform. The current Laptop Stands collection provides the easiest side-by-side starting point.
Which WorkEZ models have powered cooling fans?
WorkEZ Cool includes powered cooling fans, while WorkEZ Executive has configurations with powered fan and USB-hub features. Check the exact product configuration before ordering.
Can a WorkEZ stand hold a monitor?
Some WorkEZ models can support lightweight monitors within the model's platform dimensions and rated load. Check the exact model specifications and test stability at a low height before raising a monitor.
Office Pods
Planning a larger workspace purchase
How many Office Pod sizes are available?
We offer four sizes, ranging from compact one-person privacy through enclosed meeting space for up to four people. See the Office Pod product page for current dimensions and configurations.
Are Office Pods soundproof?
No enclosed office product should be described as perfectly soundproof. Our Office Pods use layered acoustic construction designed to reduce speech transfer and surrounding office distraction. Actual performance varies with source volume, placement, surrounding acoustics, and installation.
How much ceiling clearance is needed for assembly?
We recommend approximately 12 inches of overhead assembly clearance. An 8-foot ceiling does not provide enough clearance for safe, proper assembly of the current Office Pod models.
How are Office Pods delivered?
Standard lower-48 delivery is by LTL freight with curbside delivery, liftgate service, and a delivery appointment. Optional installation support is available, and larger multi-unit projects can be planned with our team.
Still have a question?
Tell us the product, order, or problem
Include your order number or product model when available. For troubleshooting, photos or a short video can help us understand the issue faster.