FAQs

The questions we are asked most. If yours is not here, email us. We answer within one business day.

Ordering

Do I need an account?
No. You can check out as a guest. An account lets you track orders and see your history later, but it is optional.

Can I change or cancel my order?
Contact us as soon as you can. If it has not yet been released to the warehouse, we can usually change or cancel it. Once it ships, it goes through the returns process.

Who am I buying from?
Frenlay is operated by Cocitoo LLC, based in Albuquerque, New Mexico. Your order is sold and fulfilled by Cocitoo LLC.

Shipping

What does shipping cost?
Nothing. Shipping is free on every order, with no minimum and no oversize surcharge.

Where do you ship?
Within the United States. We cannot ship to PO boxes, so please use a street address and a working phone number.

How long will it take?
Orders leave the warehouse in 1 to 3 business days. Transit time after that depends on the size of the box and your distance from the warehouse.

Why did my order arrive in separate deliveries?
Orders with more than one chair often ship separately, each with its own tracking. If part has arrived and part has not, the rest is usually still in transit.

Delivery day

What should I check?
Look over the box before you open it. If anything looks crushed or torn, photograph it before unpacking.

Something arrived damaged. What now?
Contact us within 48 hours with photos. We cover return shipping on anything damaged, faulty or incorrect, and will replace or refund.

A part is missing.
Tell us rather than returning the whole chair. A replacement part arrives much faster than a full exchange.

Returns

How long do I have?
30 days from delivery, on unused chairs in their original packaging with all parts and hardware.

Who pays return shipping?
You do on change-of-mind returns. If the chair is damaged, faulty or not what you ordered, we cover it entirely.

Can I return a chair I have assembled?
Only if it is faulty. Please measure and check the listed dimensions before you assemble.

Chairs

Is assembly required?
Usually a little. Most chairs need the base, casters, arms or back attached. Instructions and hardware are in the box.

How do I know a chair will fit me?
Check the seat height, seat width and seat depth listed on the product page against your desk and your own height. If you are unsure, send us your height and desk height and we will help you choose.

How much weight can a chair hold?
The weight capacity is listed on each product page. Please stay within it.

Still stuck?

Email us. Questions before buying are genuinely welcome, because they save everybody a return.