FAQ
General
How can I contact Motostuhl?
For questions related to the our Store, email support@motostuhl.com.
Our support team will help you out ASAP.
How quickly will my order ship?
Check the product detail page for estimated shipping times on all products.
Do all products require assembly?
Some items arrive fully assembled and ready to use, right out of the box.
Others require assembly.
Check the product detail pages for specific information. For items that require assembly, we provide easy-to-follow, step-by-step instructions and/or tutorial videos. Find additional information in our User Manuals.
I’m having a problem with a product I purchased. What should I do?
For questions related to the Motostuhl products, email support@motostuhl.com.
Our support team will help you out ASAP.
Orders
Can I cancel or change an order?
If you would like to change or cancel your order before it has shipped, please contact us immediately by email support@motostuhl.com
Account
Do I need an account? What are the benefits?
You can shop the our Store as a guest or with a registered account.
An account expedites the checkout process and customizes your shopping experience.
What if I’m having trouble logging into my account?
First, make sure you’re using Chrome, Firefox, or Safari. The Haworth Store does not support Internet Explorer. If you've already created an account and activated it, clear your browser’s cache and try logging in again. If you're still unable to log in, email support@motostuhl.com
Warranty
Is a warranty available on Motostuhl items?
Check the product detail pages for specific information on applicable warranties, or refer to our Warranty page.
What if I encounter an issue with my item while it’s under warranty?
Any issues please email support@motostuhl.com.
Our support team will help you out ASAP.
Shipping
Where do you ship?
Items purchased on the Store ship within the contiguous United States.
How much is shipping?
We provide FREE SHIPPING on all the products to most states except for the following: Hawaii, Alaska, Puerto Rico, Guam.
Do you provide expedited shipping options?
We do not offer expedited shipping at this time.
Can I track my order once it ships?
Yes! Once your order ships, you’ll receive a shipping confirmation email with tracking information. You can also log into your account to track your order. If you have any questions about your order, email support@motostuhl.com
Will all items in my order ship together?
Items will not necessarily ship together.
When will my order arrive?
Depending on your location, your order should arrive 2-8 business days after it ships.
Shipping Damage or Missing Parts
If your shipment is damaged or missing parts, please contact our Support Team at support@motostuhl.com
So that we can start working on a solution directly, please include:
Your order number
AND
- A brief description of the situation and a picture/video showing the damage or defects. (5-10 second videos will do. The photo/video allows our quality team to assess the case and help the Customer Care Team determine how best to solve the issue.)
OR
- What part(s) or item is missing.
We are committed to initiating every claim within 1-2 business days of receipt and will work with you to find the best course of action. Every replacement part we ship to you is expedited to ensure we can make things right as quickly as possible. If you have any questions regarding this process.
Replacement
The fastest way to get replacement is
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Eligible for Replacement Service
- Within 30 days of receiving the product, if the product has sustained substantial damage in transit, the damage proof issued by the carrier can always be provided to Motostuhl.
- Within 30 days of receiving the product, if the product does not match the original description of the product in one or more significant respects.
- Within 30 days of receiving the product if the product suffers performance failure.
Not Eligible for Replacement Service
Service is requested more than 30 days after receiving a product.
Legal proof-of-purchase, receipts, or invoices are not provided or are reasonably believed to have been forged or tampered with.
A product sent to Motostuhl for replacement does not include all original accessories, attachments, and packaging, or contains items damaged by user error.
A product is found to have no defects after all appropriate tests are conducted by Motostuhl.
Any fault or damage to the product is caused by unauthorized use or modification of the product.
Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
Received product has not been sent back to Motostuhl fifteen (15) calendar days after replacement confirmation from Motostuhl.
Proof of damage during transit issued by the carrier cannot be provided.
Other circumstances stated in the refund policy.
Returns & Refunds
Eligible for Return Service
- Within 30 days of receiving a product if the product has a manufacturing defect.
- Within 30 days of receiving a product, if the product has no manufacturing defect and is still in new condition, the return shipping cost must be covered by the buyer.
- More than 30 days after receiving a product if the product has a defect, and the return shipping cost must be covered by the buyer.
Not Eligible for Return Service
Return requests for non-defective products more than 30 days from the date of receipt.
A product sent to Motostuhl for Return & Refund Service does not include all original accessories, attachments, or packaging, or any item is not in new or like-new condition, i.e., with cracks, dents, or scratches.
A legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with.
Any fault or damage of the product is caused by unauthorized use or modification of the product.
Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds, or lightning strikes.
A product is not delivered to Motostuhl within fifteen (15) calendar days after refund service confirmation is sent from Motostuhl.
Other circumstances stated in the refund policy.
How do I return my order?
Step 1: Confirm with us/ tell us the details through one of the below methods:
- Log in to your account and click the “Return” button on the lower right side of your order.
- Fill the Return Request Form the [Initiate Return] menu under [Motostuhl]
- Email support@motostuhl.com
Step 2: Ship your items to our warehouses.
- CA warehouse:2440 S. Milliken Avenue,Ontario,CA 91761
- NJ warehouse:45 Fernwood Ave, Suite D, Edison, NJ 08837
Make sure to ship and return your items within 30 days (from the date your original order was shipped).
*If you have not signed up for a Motostuhl account, you can reset or retrieve your account. Then log in to your Motostuhl account to return items.
*If you shipped your chair after 30 days, Motostuhl will not receive the delivery. You will be responsible for any costs and damages.
Refund Processing
Refunds for returned or damaged product usually take 7-10 business days from the time we process your credit. If it has been longer than 10 days, please reach out to our Support Team.
Return shipping costs must be covered by buyer in the following situations
- Returning products for any reason other than a proven defect
- Buyer' s accidental returns
- Returning items claimed to have defects but found by Motostuhl quality control to be in working condition
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)