The standard warranty for True Innovations products is one year from the original date of purchase and covers replacement cushions and parts. Other warranty periods may apply based on the actual product purchased, and you should consult the assembly instructions that came with your product to confirm.  For specific inquiries, please contact our customer support department. Please note that proof of purchase is required for validation of warranty.

All our chairs have been tested to meet BIFMA standards. Our chairs have a weight limit of up to 275 lbs, unless stated otherwise. Please refer to your warranty sheet for the weight limit on your chair.

Please submit a support request located at the bottom of this page. Click here to submit your request

The PO/model/item number is located on a sticker underneath the seat cushion on the sticker labeled FRONT.

True Innovations does not sell products directly to the public. We are a manufacturer and only sell items to retailers on a direct import basis.

Bonded leather is a manufactured leather-fiber material with specific properties that make it look like leather. Bonded leather is manufactured using genuine recycled leather fiber from factories and tanneries. Recycling these manufacturing byproducts represents an important contribution to the conservation of natural resources and as a result, bonded leather is referred to as an environmentally friendly material.

While we do not recommend a particular cleaning product, you can use a damp cloth to wipe down your chair. Furniture stores should be able to recommend a product that is safe for the particular material on your chair. If you would like to use a cleaning product, we suggest that you test the product on the bottom side of the seat cushion first to make sure the product doesn’t alter the material, before applying the product on the entire chair. Please note that any type of discoloration or alteration made to the chair from a cleaner will automatically void the warranty.

All True Innovations products are tested to meet CA-TB117 Flammability Requirements. As noted on the law label on each of our chairs, this regulatory requirement is met without the use of flame-retardant chemicals.

The assembly instructions are located inside the bag on the bottom of the seat cushion or included in the hardware box.

The hardware pack will typically be labeled or will have a red hardware streamer attached for easier locating.

The metal stem needs to be fully inserted into the bottom of the five-star base for the caster to stay in. There are 2 options.

Option 1: lay the base on the carpeted ground, with the bottom of the base facing upward. Insert each caster into the hole by applying pressure. They should pop in easily.
Option 2: hold the five-star base in an upright position (One leg is on a carpeted floor). Insert each caster into the hole. Apply pressure with one hand, while using the other to hold the base in place.

The gas lift is inserted in the hole located behind the tension knob on the seat plate. (The gas lift does not fit inside the tension knob).

No, the clip needs to remain on the gas lift. Removing this clip will inhibit the gas lifts functions and void the warranty of the gas lift.

This is the actuator tip that cannot be removed. Do not attempt to remove as this will inhibit the gas lifts functions and void the warranty of the gas lift.

We have two YouTube videos available for gas lifts removal instructions.
Gas Lift Removal: http://www.youtube.com/watch?v=kpsuli2L-_E
Base Removal Video: http://www.youtube.com/watch?v=QhNHbsZpuTw
If it still won’t budge, feel free to email us at service@trueinnovations.com.

The telescoping cover is only a cosmetic piece to cover the gas lift. It will not affect the functioning of your chair. If you would like to remove the gas lift to put the telescoping cover on, please refer to the gas lift removal instructions.

The seat plate controls the tilt lockout of the chair. Not all seat plates are the same. Each seat plate has a different way of operating the tilt lockout. Please consult your assembly instructions for information about how to use the seat plate controls. Please note, you may also need to adjust the tilt tension using the tension knob on the seat plate.
If you are still having trouble, please email us at service@trueinnovations.com.

To adjust the tension on your chair, get out of the chair and reach under the seat cushion to locate the tension knob. To loosen, turn the knob to the left. To tighten, turn the knob to the right. Rotate the knob until the desired resistance is reached.

Some model chairs can lock in the recline position, but some will only lock in the upright position. Please consult your assembly instructions to confirm.