FAQs

Armrest compatibility varies by chair model. Some armrests can be used across multiple models, while others are model-specific. Please contact our support team with your chair model before purchasing replacement armrests to ensure compatibility.

Yes. Most replacement parts and accessories can be purchased separately. If you need a specific part, please contact our customer support team with your chair model and the required part, and we will help you find the correct option.

Newtral ergonomic office chairs are backed by certified test reports, including BIFMA,SGS,ISO 9001 compliance, and fire-resistance testing.

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15% OFF for New Customers | Code: NewUser15.
Excludes 2 New Products: Standing Desk Chair & Electric Tilt Desk.

This new customer discount cannot be combined with other promotions or bulk order offers.

Yes, please contact us within 24 hours of placement. We will process your request prior to shipment.
Note: If you require a delayed shipment, please specify this in your order remarks or email us. Once an order is dispatched, further changes cannot be made.

Yes. Please contact us via email:service@newtralchair.com with your estimated quantity and shipping address. Our team will provide the best possible discount for your order.

If you experience checkout issues or other unexpected errors, please contact us. We can provide a direct payment link to help you place your order.

Signature Service requires the recipient to sign for the package upon delivery. This provides an additional layer of delivery confirmation and helps ensure your package is received securely.

Please note that one Signature Service applies to one package only. If your order contains multiple packages and you require signature confirmation, please purchase the correct number of Signature Services.

For most orders, you do not need to pay any additional taxes or import fees.

Orders shipped from our overseas warehouses in the United States, European Union, the United Kingdom, and other supported regions are shipped with taxes included, meaning customers do not need to pay extra customs duties or taxes upon delivery.

For all orders we are able to ship, we will choose the appropriate shipping method with tax coverage whenever possible. If an order cannot be shipped with taxes included due to local regulations or shipping limitations, we will contact you in advance to discuss the available options or arrange a refund if necessary.

If you have any questions about taxes or shipping to your location, please feel free to contact our support team before placing your order.

Yes. Most orders are delivered directly to the shipping address provided during checkout. Delivery methods may vary depending on your location and carrier service.
Some couriers directly leave packages at the front door or in the garage. Please make sure someone is available to receive the package if required.

If you need to cancel your order or update your shipping information after placing an order, please contact our customer support team via email as soon as possible. We will do our best to assist you before the order enters the shipping process.

Once a tracking number has been created or the package has been shipped, we cannot guarantee that address changes, order cancellations, or delivery interceptions will be successful. The carriers generally have limited support for package interception or address changes after shipment. However, we can still submit a request to the carrier on your behalf, although approval depends on the carrier’s handling process.

If an interception request is submitted, we also recommend contacting the carrier directly and refusing the delivery if the package arrives, as this may help improve the chance of a successful return.

Please note that if a reshipment or additional delivery fee occurs due to an incorrect address or a customer-requested address change, the related costs will need to be covered by the customer.

Chair and laptop table sets are sometimes shipped in multiple packages, which may arrive separately.
Some accessories may be shipped from different warehouses, so delivery times can vary.
If you haven’t received all packages, please don’t worry! contact us via email or WhatsApp, and we’ll help check the shipping status for you.

We deliver orders to the following regions:US, EU, UK, Canada, Mexico, Australia, New Zealand, Japan, South Korea, Hong Kong / Macau / Taiwan, Malaysia, Singapore, Philippines, Saudi Arabia, UAE, Bahrain, India, Thailand, Vietnam.

We are in the process of expanding our logistics network to cover more countries and regions in the near future.

We operate local warehouses in the United States, United Kingdom, and the European Union to ensure fast, reliable delivery.

US: We ship to all lower 48 states.

UK: We deliver to UK Mainland only. We cannot ship to:
Northern Ireland (BT), Isle of Man (IM), Isles of Scilly (TR21-25), Isle of Wight (PO30-41), and Channel Islands (GY, JE).
Scottish Highlands & Islands: Including postcodes HS, IV, KW, ZE, FK17-22, KA27-28, PA20-80, PH15-50.

EU: We deliver to most EU member states.We cannot ship to:
Remote islands or military zones.

Note: If you are unsure about your specific address, please contact our support team before placing your order.

Delivery times vary by location.

Once dispatched, the estimated shipping times are as follows:
· EU (Local Stock): 2–12 business days.
· US (Local Stock): 2–8 business days.
· UK (Local Stock):3–5 business days.
· Other Countries: 10–40 business days.

· Out-of-Stock Items: If a specific model is sold out locally, we may offer shipping directly from our domestic factory. Due to fluctuating transit times, our team will confirm the delivery schedule with you before arranging shipment.

Track Your Order

Tracking updates may be delayed for several days during transit, which is normal.
Air Freight: Tracking updates are less frequent than standard express. Information typically refreshes once the package reaches the destination country and is scanned by the local courier.
Sea Freight: Transit times are significantly longer. Tracking information will refresh once the container is unloaded and customs clearance is completed.
If you have concerns, please reach out to us at service@newtralchair.com with your order number, and we'll look into it right away.

For orders from our US, EU, and UK warehouses, all prices shown are final. We cover all import duties and sales taxes, so you will not be charged any extra fees upon delivery.

This applies to all orders we ship — every shipment we send out is sent on a duty-paid (DDP) basis, whether it's from our overseas warehouses or shipped directly from our factory. We only use shipping methods that cover duties in advance; if a shipment can't be sent on a duty-paid basis, we won't ship it at all.

If you have any questions about a specific order, please reach out to us at service@newtralchair.com.

Maximum Weight Capacity:

• NT Series: 300 lbs (136 kg)
• Magic-H Series: 300 lbs (136 kg)
• Freedom-X (FX): 330 lbs (149 kg)
• Standing Mate: 330 lbs (149 kg)

Recommended User Height:
Standard Range: Optimized for 4'11" – 6'3" (150 cm to 190 cm) to ensure maximum ergonomic alignment for the headrest and lumbar support.

Ergonomic Chair Height Calculator

Assembly Video:Product Assembly & Adjustment
Instruction manual:Product Manuals (5 Languages) & Patents

Everything you need is in the box. We provide a comprehensive tool kit and a step-by-step manual. Most users complete the assembly in a short time.

You can also find a video guide on our YouTube or Website.

Newtral Products Maintenance & Care Guide

NT Collection vs. Magic Collection: Office Ergonomic Chairs Comparison

If you notice that your product has been damaged due to rough handling during transportation, please take photos and videos immediately after receiving the package and contact our customer support team.

After reviewing the details, our team will provide a suitable solution to help resolve the issue as quickly as possible.

Once your refund is approved and processed, it usually takes 1–3 business days to appear in your account, depending on your payment method and financial institution.

For returns, the refund will be processed after our warehouse receives and inspects the returned package. If you have not received your refund after the expected timeframe, please contact our customer support team via email or WhatsApp, and we will be happy to assist you.

To ensure a faster resolution, please contact us first before initiating any payment disputes or chargebacks, as we are always willing to help resolve any order-related issues.

To process a warranty request, please provide your order number,delivery information, a description of the issue, and photos or videos showing the problem. This helps our team quickly identify the issue and provide the best solution.

Once you've submitted your after-sales request, our team will get back to you within 48 hours.

Please note that our emails are occasionally marked as spam by certain email providers — if you don't see our reply in your inbox, kindly check your spam folder.

Adding service@newtralchair.com to your contacts can help prevent this in the future.

After Sales & Warranty Policy

To ensure we provide the most effective solution, please provide a short video showing the damaged area.
Additionally, to expedite our replacement parts process, please confirm the following details:

• Order Number
• Full name​
• Current shipping address and Contact phone number​

Your prompt response will allow us to prioritize your request and ensure a smooth resolution.

60-Day Return: We offer a 60-day return window for products in their original packaging and unassembled condition.

Return Shipping: If the return is due to personal preference (not a quality issue), the return shipping cost is the customer's responsibility.

To ensure every customer receives a brand-new, hygienic product.To ensure every customer receives a brand-new product, assembled or used returns will not be restocked.

which is why we encourage mindful purchasing to minimize environmental impact.

Orders from our official website include a 3-year warranty with free replacement support for eligible quality issues. Please note that normal wear and tear, such as fabric stains or minor surface marks from regular use, is not considered a quality defect and is not covered if it does not affect product functionality.

For Amazon purchases, please contact the original store through your Amazon account for after-sales support.

Video Page：Discover Newtral Health with Iris Sokol

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