FAQ

Do your products require assembly?

Yes, our products do require assembly which takes about . We understand the importance of providing clear and straightforward instructions to ensure a smooth assembly process for our customers. Our chairs come with a comprehensive assembly manual that guides you step-by-step through the process. Additionally, we include all the necessary tools and hardware needed to complete the assembly efficiently.

If you encounter any difficulties during the assembly or have any questions, our customer support team is available to assist you. Please don't hesitate to reach out to us via phone or email, and we'll be more than happy to help you with any assembly-related inquiries.

Additionally, we suggest watching our assembly video available on our youtube channel, as it can make the entire experience much more straightforward and enjoyable for you.

Can I purchase replacement parts?

We don't currently offer replacement parts directly through Wellnewlife.

My chair has just arrived but I'm having issues with the gas lift, what should I do?

In some instances, the gas lift on your chair may feel a little tight when you first use it. This is simply due to the gas lift not being used for a period of time since your item was assembled. Not to worry, this isn't a fault with the chair, the gas lift will loosen after a few uses to allow for easy maneuvering.

I received my new product, but it’s missing some parts? What should I do?

We're genuinely sorry to hear that you're missing some parts. If your chair arrived without all its parts, follow these steps:

1. Check Everywhere: Sometimes, the parts hide in the packaging. Give it a thorough search.

2. Manual Help: Look at the assembly manual – it might have a list of parts and where they should be.

3. Reach Out to Us: If parts are still MIA, contact our friendly support team at support@wellnewlife.com. Tell us what's missing and your order number.

Once we have the details, we'll ensure the missing components are shipped to you at the earliest. Thanks for your patience and we apologize for the inconvenience!

Why don’t my wheels go all the way in?

I understand that fitting the wheels can sometimes require a bit more effort. For a smoother experience, consider wrapping a small towel around the wheel's stem to ensure a good grip without scratching your hands. If it remains challenging, perhaps seeking assistance from someone with a bit more strength might help. Your comfort and safety are our priority!

My order has been shipped. Can I change or cancel my order?

Unfortunately, we’re unable to cancel your order once it ships.

What is the status of my order?

Once your order has been successfully placed, we’ll send you an order confirmation email with your order details. When your order ships, you’ll then receive a shipping confirmation email with tracking information.

Are there any additional costs I need to be aware of?

No, the price shown in your basket is the price you pay. There are no hidden costs associated with tax or import duties for orders shipping within the contiguous states of the U.S.

What are my payment options?

We accept all major credit and debit cards, including Visa and Mastercard. Alternatively, you can opt for quick checkout via PayPal, Amazon Pay, Apple Pay or Google Pay. We also offer flexible financing options with Affirm. You can select your preferred payment method at checkout.

Do you ship to PO Boxes or pick-up shops?

While we’d love to offer this option, our products and packaging are very bulky and heavy, so we’re unable to deliver them to PO boxes and pick-up shops. However, if you require assistance with shipping, please reach out to our support team at support@wellnewlife.com. We will be happy to assist you.

How much will my delivery cost?

Delivery is free for all of our products. Please visit our shipping policy for more information.

Where do you deliver?

We currently deliver our products exclusively within the contiguous states in the United States. We aim to provide the best service possible to our customers in the US, ensuring that your orders are delivered safely and efficiently to your preferred delivery address. If you are located outside of the United States, please reach out to our support team at support@wellnewlife.com and we can provide a quote and assist you with your order. 

Shipping + Delivery Options

Most items can be shipped via FedEx Ground. Larger items or orders with multiple items may be shipped through multiple methods. During checkout, you will choose from the available shipping and delivery options below:

FedEx Ground

FedEx Ground shipping is used for small orders weighing less than 150 pounds. FedEx shipping is free to all available regions on eligible products.

Standard Delivery

Standard Delivery service is available for large or heavy items that may be difficult to lift by yourself. With this service, your delivery will be scheduled at your convenience and the delivery team will carry your order inside your door.

How do I know when my item is shipping?

If you placed your order on our website at www.wellnewlife.com, you will receive a confirmation email with your order details.

- All acknowledgement emails will be sent to the email address that you listed when placing the order.

-Once your order ships, you will receive an additional shipping acknowledgment, that will include the FedEx shipping information.

- If you have not received your acknowledgments within the expected time frame of two business days:

- Please check your spam folders, as they are sometimes routed there.

- If you have checked your spam folders, and still cannot locate your confirmation emails, please reach out to our support team at support@wellnewlife.com.

What is the Warranty Policy?

We offer a 1 Year Manufacturing Warranty. For more details, please check out our Warranty page.

How do I know if my product is still within its warranty?

You are covered by our warranty if you purchased your item directly from our Wellnewlife store. Our warranty is valid from the day you receive your item.

Please see our Warranty page for more information.

Can I exchange my item?

We are not currently able to process exchanges. You will need to return the original item for a refund and place a separate order for the alternative.

How do I arrange a return?

We want you to love every item you receive from us, but we understand that there are times when you may want to arrange a return.

If you’re not 100% happy with an item purchased from Wellnewlife, you can return it to us in its original condition within 14 days of delivery. A $40 return fee will be deducted from your refund. 

Please visit our Return Policy page  for more information.

I no longer have the original box for the purchased product, can I still return for a refund?

Unfortunately, we require the original packaging to be included with any returns. The original packaging not only helps us verify the authenticity of the product but also ensures its safety during the return process. Without the original box, we may not be able to process a refund for your item. We understand that situations may arise where the packaging is no longer available, but we kindly ask for your understanding in this matter. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support.