Frequently Asked Questions

Your order ID is a 7-digit number that can be found:

• In your order confirmation and shipping confirmation email
• In your order history if you have an account

If you still cannot locate your ID, contact Customer Care at [email protected] to look it up with your first and last name.

• Credit Cards: Visa, Mastercard, American Express and Discover
• PayPal

At this time, we do not accept purchase orders for large business orders.

Upon purchase, your credit card will reflect an authorization charge. This authorization charge will be removed in 1-3 business days. You will be billed when your product ships. If your items are shipped separately, you will be billed each time an item is shipped.

• After completing the checkout process, you can print or save a PDF of the invoice for your records.
• You can also use your order confirmation email as your invoice.

• Tax-exempt individuals must create an account and upload their tax-exempt certificate prior to completing an online purchase. You will receive more information on how to do this during the account creation process.
• If you’ve already completed a purchase and were charged tax and need a refund, reach out to Customer Care with your tax-exempt certificate at [email protected]. It can take up to 7 business days for the refund to be credited.

At this time, we only ship within the continental United States and Hawaii.

• Due to our fast processing times, it might not be possible for us to cancel your order. For the best chance of canceling your order, reach out to us by phone within 1 hour of placing your order (not email or chat). You can reach Customer Care between 8 a.m. – 6 p.m. CT, Monday through Friday at 800-888-8458.
• Once an order is cancelled, the pending credit card authorization will be removed within 1–3 business days.

At this time, we are not able to make exchanges. Instead of exchanging, we will initiate a return and issue a refund for the original item once it’s returned to our warehouse. You can purchase the new product right away, or you can choose to wait for the refund from the first purchase.

• We pride ourselves on our customer service, which is why we offer a hassle-free returns process if you are dissatisfied with your new Ergotron purchase.
• To complete a return:
  • Use our self-service Returns Portal to complete your return online in minutes.
  • Or, you can:
  • Email us at [email protected] within 30 days of delivery of the item(s) you would like to return.
  • During this return period, our Customer Care team will respond with authorization and instructions for returning your item(s).
  • Please include your order ID and reason for your return. If you are returning an item due to shipping damage or it is defective, please include photos of the damage in the email. If the product has shipping damage, you’ll need to email us within 3 business days of receiving the product.
  • Remember, your return needs to be sent back in the original packaging. If you don’t have the original packaging, that’s ok. We will simply charge a restocking fee equal to 25% of the item’s original purchase price.
  • For more information, see our Returns Policy.

Typically, an approved refund will show up on your credit/debit card 1 week after your returned item(s) arrive back at Ergotron’s warehouse.

• Order tracking information is emailed to you after purchase. You can track your shipment on the carrier’s website with the tracking ID that is provided in the email
• Please allow at least 7 business days for your tracking information to update from “Label Created” to the next shipping status before reaching out to our Customer Care team.
• If you cannot locate your order tracking email, contact our Customer Care team with your order ID.

• We offer free ground shipping on all orders. Orders ship in 2 business days, and average ground shipping takes 1-5 business days to deliver.
• At this time, we do not offer expedited shipping options.

If you are missing parts, please contact our Customer Care team with your Order ID and what parts you are missing.

Double or pending charges on your bank account or credit card do not necessarily mean that you have been charged twice.

When you make a purchase, your credit card will reflect an authorization or pending charge that’s usually removed 1-5 business days after your product/order ships. In some cases, you may temporarily see this charge and the actual charge on your credit card statement at the same time.

The bank who issued your debit/credit card oversees the authorization process and sets how long the charge is visible. If the authorization charge is still visible 5 days after the product/order shipped, contact your credit card company.

Remember, we process the charge for each product and/or order once it ships. You may see multiple charges that equal the grand total in your order confirmation email.

If you believe you were double charged for your order, contact our Customer Care team.

Please contact us by phone (800-888-8458) or live chat between 8 a.m. – 6 p.m. CT, Monday through Friday, or email us at [email protected].