Standing Desks FAQs | UpDown Desk
Is UpDown Desk Australian? About us.
UpDown Desk is an Australian owned and operated company.
We ship our desks to all parts of Australia.
Do we have a showroom? Can I see a desk before I buy?
We are an online only store. This allows us to save on retail store overheads and pass these savings onto our customers.
We are also consumers and like you, we also buy products online. We understand people's concerns about spending a significant amount of money on a product without seeing it in person. To help alleviate concerns, we now offer a 100 day money back guarantee. If you're unhappy with the product, you can return it within 100 days at absolutely no cost to you. 100 DAY MONEY BACK GUARANTEE.
If you are located in Melbourne, you can view our desks at Abbotts Office Furniture, located at 170 Burwood Road, Hawthorn. Open 9am-5.30pm Monday-Friday and 11am-2pm Saturday.
How much does delivery cost?
We offer competitive flat delivery fees across Australia on all our products. For further information see here: https://www.updowndesk.com.au/delivery-of-standing-desks.html
How long does delivery take?
We aim to ship out orders within 24-48 hours of receiving your order. Some desk products will ship the same day you order if you order before 12pm AEST/AEDT.
Further information and indicative delivery times can be seen here: https://www.updowndesk.com.au/delivery-of-standing-desks.html
Do your desks wobble?
The most common question we get asked is whether our desks 'wobble', particularly at standing height. This needs some explanation as the answer is not as straightforward as it may seem. And the claim that some standing desk providers make that their desks do not move at all, is completely false.
EVERY adjustable sit/stand desk without exception is going to experience some level of movement at standing height. There are moving parts holding the frames together and the moving parts MUST have manufacturing tolerances to allow for the up/down motion, otherwise they wouldn't go up and down!
THE question to ask is "how much do they wobble". We firmly believe the movement, or lack of, in our UpDown brand desks, is second to none. The movement is so insignificant that it's a non-issue for every single one of our customers since our inception. We are not aware of any customers unhappy with the level of movement. We regularly sell to customers who have purchased sit/stand desks from other companies, returned them, and then upgraded to an UpDown brand desk.
UpDown Desk vs cheaper alternatives? Which should I choose?
UpDown Desk prides itself on selling quality at NOT quantity. We believe in the "buy once" philosophy.
Are there cheaper desks available than the UpDown brand desk range? Yes, of course. Are they equal in quality? No, absolutely not. Comparing the UpDown Desk range to the likes of the bulk suppliers selling $200-$500 desks, is not comparing apples with apples.
When comparing desks, you should look at the following:
Weight capacity
Power of motors
Height range
Adjustable frame width
Height memory
Noise level
The age old saying "you get what you pay for" stands completely true here. We've sourced the best possible quality and structurally sound frames to ensure our customers are happy, content and enjoy reliable sit to stand desks for many years to come without the annoying 'wobble' many cheap desks experience.
Also consider that a quality piece of office equipment is an investment, much like a good computer. In the case of a sit to stand desk, it's also an investment for your health/well being. You're likely going to be spending hundreds of hours per month at a desk and the last thing you want to be thinking about is a desk malfunction or a wobble!
Can I rely on UpDown Desk Customer Service & After Sales Support?
UpDown Desk is an Australian owned and operated business run by real people just like you! And as real people, we know what it's like to be customers. Our goal is to treat you exactly how we'd want to be treated in the same situation. We understand you're looking at a significant investment and we want to make the process as seamless and hassle free as possible, whilst instilling confidence in you that you're making the right decisions. We believe in our products and we want you to believe in us and our products too.
Our Melbourne based customer service team provides after sales support that is second to none and for us it's equally as important as making a sale in the first place. We're not interested in making a quick buck by selling in bulk. We want to develop a good long standing relationship with you, so that you have confidence in coming to us again or telling your friends/co-workers about us. Again, we want to offer the after sales support we would expect if we had made such a significant investment.
We are Australian owned and operated. When you call us, you will speak with an Australian based in Melbourne. When you chat with us on Live Chat, you'll be chatting with a real life Melbournian.
Can I pickup my desk once I've ordered?
Yes absolutely. In fact, we encourage it because it saves both time and cost. Our warehouse is based in the suburb of Keysborough 3173 in Melbourne.
When you place your order, there will be an option to select 'Pickup'. After you've placed the order, we'll send you specific instructions regarding the pickup time and location.
Keep in mind this is only our warehouse location. We do not have a store front and there are no desks assembled for public viewing.
Our warehouse is open Monday to Friday between 9am and 3.30pm. We will email you instructions once your order has been processed
What are the size and weights of the packaged desk?
Our 2-Leg PRO Series desks come in two boxes:
Box 1: 106cm x 26cm x 23cm ; 24Kgs
Box 2: 106cm x 26cm x 11cm ; 17Kgs
Our 3-Leg PRO Series desks (Corner Desks) come in three boxes:
Box 1: 106cm x 26cm x 23cm ; 24Kgs
Box 2: 74cm x 26cm x 30cm ; 24Kgs
Box 3: 106cm x 26cm x 11cm ; 17Kgs
Our KLIK Series desks come in two boxes:
Box 1: 78cm x 30cm x 15 cm; 16kgs
Box 2: 119cm x 26.5cm x 12cm; 14kgs
Desktops always come packaged separately. They vary in size and weight depending on which one you opt for. As a guide, assume the packaged desktop is going to be approximately 4-5cm larger than the actual width. A 120cm desktop is going to weigh approximately 20-25Kgs and an 180cm desktop approximately 25-30Kg (even more for our premium Australian hardwoods).
Optional extras such as cable trays and Anti-Fatigue Standing Mats come packaged separately and are comparatively light/compact.
Where do we deliver?
We deliver standing desks to every state in Australia to either your home or office.
Which company do we use for delivery?
In addition to our own drivers, we use a range of local couriers depending on where the desk is being sent. Having a range of couriers on hand allows us to negotiate the best deal, which also helps to keep our costs down.
You will receive a tracking number to track the whereabouts of your order once it has been shipped from our warehouse.
Is installation, assembly & setup easy?
Yes. Installation is straight forward even with little or no hands-on tool experience
You can find installation manuals and easy to follow, step by step instructional videos here.
Warranty Information?
UpDown Desk now offers a 10 year Warranty for the entire PRO Series frame. This includes the frame and all electrical and motor components.
Click here for more details:10 YEAR WARRANTY & TERMSThis is well above the average in Australia, which is 2-3 years for the electrical components.
Many companies claim longer warranty terms, but thisoftendoes not include the electrics.
What payment options are available?
We offer completely secure payment portals.
Payment can be made by PayPal, Credit Card, Apple Pay, Google Pay, Afterpay.
If you would like an invoice to pay via Direct Deposit, please email us at contact@updowndesk.com.au with your order and we will provide you with an invoice for payment.
Do we offer discounts for bulk orders?
Yes, we do. We treat this on a case by case basis.
If you are an organisation and would like to use our standing desks to upgrade your office, please CONTACT US to discuss your options.
What colour frames do we offer?
Electric standing desk (2 legs) - white and black
Corner electric standing desk - white and black
Manual standing desk - white and black.
Can I just buy your frame and use my own desktop?
Absolutely! You'll see an option in our product pages to purchase the frame only. It's a fantastic way to customise your desk and office space and it's super easy to do.
What desktop options do we have?
Our standard desktop range includes White Melamine, Black Melamine, Beech Melamine, Elm Melamine, Bamboo, Bamboo Ergo Curve, Acacia, Natural Rubberwood, Walnut Stain Rubberwood, Dark Recycled Messmate, Natural Recycled Messmate, New Messmate, American Oak, Gaming, Pheasantwood, Recycled Oregon and Victorian Ash. Other options are continually being considered and introduced based on customer demand. All options and sizing can be found here: https://updowndesk.com.au/collections/electric-standing-desks-pro-series
Can I customise a desktop?
Many of our desktops can be customised to your desired size.
Contact us directly to discuss custom desktop options. CONTACT US
How high & low do the UpDown brand desks go?
Our PRO Series electric standing desks have a height range of 64cm - 129cm measured to the top of a standard width 2.5cm desktop.
The PRO Series manual standing desk has a height range of 70cm - 119cm
Our KLIK Series desks have a height range of 61cm - 126cm.
How much weight can the UpDown brand desks lift?
Our 2-Leg PRO Series electric desks have a load capacity of 150kg
Our 3-Leg PRO series corner electric desks have a load capacity of 200kg.
Our PRO Series manual desks have a load capacity of 80kg.
Troubleshooting - Experiencing an error code
In the unlikely event you experience an error code on the display of your control panel, the first to do is conduct a system reset:
1. Turn the power off to your desk completely for 5 mins.
2. Turn back on and lower the desk to its lowest position.
This usually resolves 95% of customers’ issues.
If you're still experiencing issues, be sure to review the troubleshooting information here: TROUBLESHOOTING
Should you continue to run into issues, please do not hesitate to contact us: CONTACT US
How do I adjust the desk height and save pre-set positions?
The PRO Series desk can be raised manually by pressing the Up/Down buttons or alternatively by pressing pre-set heights using the M1 - M4 buttons. To set a height on any given 'M' button, use the Up/Down buttons to achieve your desired position. To store this height, press and hold an M button for 5-6 seconds until you hear an audible beep.
The KLIK Series desk can be raised by holding the toggle in the direction of the desired height. Once at height, simply press the star button for 2 seconds. This can be done for Positions 1 and 2. When it comes to saving positions 3 and 4, the user can take the desk to the desired height and then press the star button, toggle to star 3, then press the star button for 2 seconds. The same process can be used for the fourth position.
For further information on control panel functionality, please read the installation guide located here: https://updowndesk.com.au/pages/setup
How do I recycle or dispose of the packaging?
Your UpDown Desk products come packaged in cardboard boxes and lined with EPE foam (non-toxic) of various shapes/sizes. The cardboard is 100% recyclable and can be placed (with foam removed) into your local Council recycle bins or any cardboard recycling station. At this time, there are currently no official recycling stations accepting EPE foam and it is not accepted in local Council recycle bins.
Based on our own experience and customers suggestions, here are some ideas to help you upcycle, recycle, reuse, or dispose of the packaging:
-Retain the boxes containing frame components in the event you need to move locations; it’s the best way to transport your frame – unassembled.
-The boxes with EPE foam attached make great play equipment for kids; makeshift doll houses, matchbox car parks etc.
-Any cardboard can be recycled without the EPE foam attached in the appropriate recycling containers.
-Local kindergartens and childcare centres will often accept carboard and EPE foam for kids’ art and craft projects.
-As a last resort, EPE foam can legally be placed into your normal waste bins.
