Frequently asked questions

In order to ship fast, we start processing orders as quickly as possible, which means we can't make any changes once an order is confirmed.

Not to worry, though! There's a grace period (2 hours) after purchase where you can cancel any in-stock item. Pre-orders can be cancelled at any time before being processed. You can do this via your confirmation email. Please note if you need to change the color/style or change payment method you will need to cancel your current order and place a new order.

If these options aren't visible, it means fulfillment is already in progress, and modifying or cancelling isn't possible. Once your order is processed, changes will be treated as a return. We're here to help, so feel free to reach out if you have any questions!

If your order has already shipped, we recommend signing up for a free UPS myChoice Account to gain more control over your delivery and update your shipping location. If the order is delivered to an incorrect address that was entered at the time of order, we are unable to assist and you will need to make arrangements to retrieve it from the incorrect address.

It is the customer's responsibility to make sure they input the correct address at checkout.

There's a grace period (2 hours) after purchase where you can cancel any in-stock item. You can do this via your confirmation email. Please note if you need to change the address you will need to cancel your current order and place a new order.

Pre-orders can be updated at any time before being processed. Please reach out to us at hello@branchfurniture.com.

If your order has already shipped, we recommend signing up for a free UPSmyChoice Account to gain more control over your delivery and update your shipping location. If the order is delivered to an incorrect address that was entered at the time of order, we are unable to assist and you will need to make arrangements to retrieve it from the incorrect address.

While you will receive updates on your order status via email, you can also check out our tracking page. Note that you won't be able to track your order until you receive a shipping confirmation email from us.

Simply enter your order number and associated email address, and you can find useful information such as the current location of your order, and additional tracking numbers if you've ordered multiple products.

*Please note that our desks ship in either 2 or 3 boxes. You can visit UPS's website and click the '1 of # piece shipment' link at the top of the page to see the status of each box.

When you order from the Branch website, you'll enjoy free shipping on most orders via UPS or FedEx ground service. Shipping for in-stock products usually takes between 1-5 business days in the contiguous US, but always check the estimated shipping time on the product page and in your confirmation email to get the best estimate.

Your order will arrive in either one, two, or three boxes:

• Chairs and accessories ship in a single box (headrest add-ons ship separately, except for the Aire Chair).
• The Standing Desk and Duo Desk arrive in two boxes.
• The Office Desk and Four-Leg Standing Desk arrive in three boxes.

For more information like box dimensions and weight, you can check the product page's “Dimensions” tab under the “Product details” section.

We ship to the contiguous USA (excluding Alaska and Hawaii) and most areas in Canada (excluding North West Territories, Yukon, and Nunavut). Right now, we don’t ship internationally.

Once your order has shipped, check your shipping notification email for your tracking number(s). If you've ordered multiple items, you will be sent an additional shipment notification email for each item, and you can also view all of the tracking numbers associated with your order by clicking here and entering your order number.

Our desks are sent as multi-item shipments with UPS. If you visit the UPS tracking page for your desk, you will see a link at the top of the page that says: “1 of x piece shipment” which you can click to view the status of each separate box.

While this is not very common, we would encourage you to reach out to your neighbors, or building reception if you live in an apartment complex, to see if anyone has accidentally received your order.

If your package still has not arrived to you after 3 business days have passed since being marked as delivered, reach out to us by filling out our contact page here and we'd be happy to investigate for you! Rest assured we will do everything in our power to help.

While you are more than welcome to use freight forwarding, package manager, or parcel locker services, be mindful of the following considerations:

Branch won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to the freight forwarder, off-site package management, or third-party package locker. This means that Branch isn't able to provide a replacement of, or refund for, any goods delivered to a freight forwarder, off-site package manager or third-party package locker. You should instruct the freight forwarder, off-site package manager, or third-party package locker to refuse goods that arrive damaged. Goods lost after being received by them will be your responsibility.

*If you use a third-party service to deliver items outside of the continental US or Canada, all Branch Warranty and Return policies will be void.

All of our shipments contain a QR code which you can scan to access a digital copy of your assembly instructions. You can also find PDF and video assembly instructions for most products on our assembly page here.

If you are looking for assembly guides for enterprise or benching products, reach out to us by filling out our contact form here, or over live chat 9AM - 6PM EST Monday - Friday and we'd be happy to share them!

To access our spec sheets, visit the relevant product page and scroll down to the center of the page right below the photo gallery! You can see most measurements and relevant product information within this center section, and can also find a link to download the products' spec sheet. If you'd like a full catalog, contact our sales team!

We now offer tall cylinders for two models: Ergonomic Chair Pro and Softside!

For glides or roller-blade style wheels, you can source these separately. Our chairs use universal 7/16" diameter wheels and industry-standard taper fit for cylinders/mechanisms.

Note: Third-party replacements void your warranty.

Some of our products, including our Ergonomic, Verve, Aire, Vegan Leather Daily Chairs, and Desk Riser currently have a Prop 65 warning. You can find more information about our statutory requirement to display this warning here and by visiting the California state Prop-65 information website here.

You can indeed! We offer a complimentary Ergonomic Consultation for all customers, where we review the features and adjustments of your new chair and offer tips on configuring your chair and office for your unique needs. Feel free to book an appointment by clicking here, or check out our Ergonomics resources here.

You can test our products in our appointment-only showrooms in NYC and Toronto, as well as our flagship retail store in San Francisco. You can see more information about our retail locations, and schedule showroom appointments, by clicking here.

If you can’t make it in person, we also offer virtual showroom tours where we can go over all of your questions over a quick 15-minute video call!

You can easily check if your Verve Chair is compatible with the Verve Headrest by looking underneath the top of the chair’s frame for two small screw holes (see image below). If two holes are present in your Verve’s frame, the headrest is compatible. If your Verve is missing those holes, it will not accommodate the headrest.

Open Box products have been returned to Branch, inspected and tested to meet strict, like-new performance standards, and offered to you at a generous discount. Open Box products are final sale, and not eligible for return. If you have any questions, please reach out to hello@branchfurniture.com

You'll be prompted to enter your coupon code at checkout.

To proceed, put the items that you wish to purchase in your cart. Then, click on the cart icon to be directed to your shopping cart. Once you have begun the checkout process, the coupon code field will be visible once you are at the 'Information' step of the checkout process. You can add a coupon to your order at any time after this point until you hit 'Pay now'.

Offers or promotions cannot be combined. It is not possible to use more than one promotion per order, and it is not possible to switch promotions once your order has been placed.

We do offer a Trade Program for qualified professionals! In order to get set up in our system, fill out our trade application here. Once your form is submitted, our team will reach out within 1-2 business days.

You can also send a quick email to trade@branchfurniture.com instead if you prefer. In order to assist you as quickly as possible, make sure to provide proof that you are part of a trade (business card, business license, or accreditation), and let us know what types of items you are looking to purchase, their colors, quantities, and your shipping location.

If you or your organization are tax exempt, feel free to place your order online as usual! Once you receive your confirmation email, reach out to hello@branchfurniture.com with your order number and tax exemption certificate. Once it has been reviewed by our team, we're more than happy to retroactively refund the tax to your original form of payment.

Yes! We are happy to offer the ability to use HSA/FSA payment methods in the USA. Please note that this option only appears if you are logged out of your Shop account. To find out how you can log out of Shop, click here.

Once you have this payment method selected at checkout, you will be redirected to our partner, Flex, to answer a few questions, and then complete payment. You will be emailed an itemized receipt, as well as your letter of medical necessity.

Only applicable for online purchases. HSA/FSA payment not available in-store.

The up to 30% savings comes from the fact that you are using pre-tax dollars when purchasing with an HSA/FSA card. With that in mind, there isn't a separate code that is also applied to your order while checking out.

Unfortunately, this isn't possible. If you do not have enough funds in your HSA/FSA to cover the whole purchase, still select the Flex HSA/FSA payment option at checkout.

You can then enter a regular payment method, and Flex will email you an itemized receipt along with a letter of medical necessity that you can submit to your provider for reimbursement.

Branch offers white glove delivery in available regions. This means we'll work with a vetted team to assemble and deliver your furniture for you!

White glove service is available as an optional add-on for purchases in eligible regions above a minimum threshold, and is mandatory for most enterprise products and bulky items like conference tables and benching. If you'd like White Glove service and are eligible for it, the shipping rate will be available at checkout. Once you select White Glove, the fee will be noted and applied at checkout, as the amount varies with your order total.

If you represent a business and want a complete installation experience for a larger office, including our free design and planning services, reach out to our sales team. Otherwise, read on for how it works:

White Glove Delivery Steps:

1. Once your order is placed, it will be shipped to a vetted installation partner within 10 - 15 business days.
2. Once your order arrives at our partners' warehouse, your items will be inspected for any damages and fully assembled. You'll then be contacted via phone or email within 2 - 5 business days to schedule a delivery time.
3. Once a delivery time is scheduled, our partners will arrive with all of your furniture and place within the room of your choosing.

With everything assembled and in your room of choice, you can relax and enjoy your new Branch office setup!

*If you notice any damage or issues with your furniture once it has arrived, please reach out to us by filling out our contact form.

Please note that these lead times are estimates based on our experience and are not guarantees.

For more information, you can visit our Shipping and Delivery Options page.

White glove delivery areas in USA:

For white glove delivery in the US, we ship to the following metro areas within the contiguous USA:

New York City, San Francisco, Los Angeles, Dallas, Houston, Austin, Boston, Philadelphia, Miami, Denver, Portland, Seattle, Phoenix, Chicago, Washington D.C, Atlanta, Charlotte, Tampa, Salt Lake City, and Minneapolis / St. Paul.

White glove delivery areas in Canada:

For white glove delivery in Canada, we ship to the following metro areas:

Calgary, Edmonton, Ottawa, Montreal, Toronto (within 100KM), Vancouver, and Waterloo.

If you are outside of these areas, we're unable to deliver our desk and benching products to you. But you can still order our chairs and accessories just fine, as these items do not ship via white glove delivery.

Depending on the size of your order, your delivery may ship via LTL (Less-Than-Truckload). In these cases, your items will be organized and shipped on a pallet from our warehouses. We do this to help reduce the damage to a large set of products during transit, and it allows your delivery to arrive all at once, resulting in fewer lost packages and delays. You can learn more about the LTL shipment process below:

LTL Shipment Steps:

1. Your order is submitted to our warehouse and picked and organized onto a pallet depending on your order size.
2. Your order will then be delivered to your local area (10 - 15 business days on average), and you will usually receive a call/email from our partners to inform you of the date of delivery. You may not receive a call/email from our delivery partner, as this varies locally, but in these rare cases, they will inform the building's reception/lobby once they have arrived.
3. On your confirmed delivery date, the driver should arrive within the agreed-upon window and will drop off your pallet either curbside or into your loading dock if you have one.

*Please note that all deliveries are curbside for LTL orders. If you are in a multi-office high-rise, the driver will drop off the order either at your building's loading dock, or just outside the front door if no dock is available.

Finally, please note that these lead times are estimates based on our experience and are not guarantees. If you notice any damage to your order, reach out to us within 3 business days with photos of the damage.

For more information, you can visit our Shipping and Delivery Options page.

Depending on the type and quantity of products you purchase, your order may need to be shipped palletized to mitigate transit damage and ensure simultaneous arrival of your entire order. You can find some general guidelines for if your order will ship via LTL below:

If you've purchased the following products/quantities, your order will ship via LTL:

• 8 or more desks (Office Desk, or Standing Desk)
• 30 or more chairs (any)

Once you place your order with us, you will also receive a special email indicating that your order will be shipping via our freight partners. This email will also let you know what you can expect!

Returns Policy

Need help with returns? Visit our dedicated returns page here to find out more about our policy, as well as initiate a return if needed.

Exchange Policy

We do not offer exchanges at this time, so you would need to initiate a return with us by visiting our returns page here. All returns would fall under our return policy and would be subject to the costs of return shipping (unless we are notified of any damages within 3 days of receipt).

Yes! Any orders delivered after November 15th will be offered an extended return window until January 15th, 2025

If you are looking to return any of our products that fall under our return policy, visit our returns page here, and fill out the appropriate portal.

Once your items are returned to our warehouse, we will process your refund back to your original form of payment within 5 - 10 business days of receipt of the returned product. The applicable shipping costs will be deducted from your total refunded amount.

For white glove delivery or larger LTL returns, reach out to us by filling out our contact page here so that we can assist you further.

Branch believes in making great office furniture products that stand the test of time. The Branch Warranty provides two (2) to ten (10) years of warranty protection on new products purchased from Branch, except in certain instances as indicated in our full policy. All warranty periods begin from the date of delivery.

To take a look at our full warranty policy, click here.

Need to file a warranty claim? Send us a quick video by clicking here and we'll get back to you ASAP with a proposed solution! Please be sure to show the issue as clearly as possible and ask someone for assistance if you are having difficulty recording a clear video.

You can select either "Damage" for products that arrive damaged, or "Warranty Claim" for any issues that have developed over time. Either way, we will get your message! Please indicate if your address has changed since your original order was placed so we can assist as quickly as possible.