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Help Center

Residential & knoll.com Help Center

Looking to start an order for your home or track an order placed on knoll.com, you’re in the right place. Find answers to commonly asked questions or give us a call.

FAQs

 

Contact Us

Call 1-888-343-0009 and follow the prompts for help with:

Placing an Order

Follow the first prompt for help placing an order or home design questions.

Or email shopservice@knoll.com

More information about order status below.

Order Status

Follow the second prompt for help checking your order status.

Or email knollservice@knoll.com

More information about order status below.

Post Delivery

If you have received your order and have questions about parts, returns, or warranty claims, follow the third prompt.

Let us help you quickly. Please submit a fully completed Claim or Return form directly to us.

File a Claim

Request a Return

Or email knollclaims@knoll.com

More information about order status below.

 

Placing an Order FAQs

How can I place an order, get product choice advice, or get a quote?

  • You can place an order for select products through Knoll.com/shop. If you do not see the product that you are interested in ordering, or want a quote on customized product, please email shopservice@knoll.com or reach out to our NY Home Design Shop at 212-343-4190 or LA Home Design Shop at 310-620-2680 to discuss your needs and to receive a quote. You can also call 1-888-343-0009, option 1.

How do I use a coupon or promo code?

  • During check out on knoll.com, you are able to enter a promo code in the Order Overview panel on the right side. Once you click apply, your discounted price will appear.

Do you charge taxes?

  • Knoll is required to collect sales tax on orders shipping to all US states. Most states require that we collect sales tax on the order total including any shipping charges. When placing your order, sales tax is estimated based upon the state to which the order is ultimately shipping. All sales tax calculations are subject to revision as state tax rates can change and are recalculated on the day your order is shipped.

How do I know when the items in my order are expected to ship?

  • When you view a product on Knoll.com/shop there is an estimated ship time next to the price. Certain products are available as ‘Ready to Ship’ and estimated to ship in 1-3 days, via Fedex or UPS.. There are also a variety of items that require white glove in- home delivery. Products noted as Quickship will ship out in 1-2 weeks.

    Once you place an order, you will receive an emailed acknowledgement that will give the specific ship date of your order.

Can I get a fabric sample?

  • When shopping for KnollTextiles on knoll.com, free swatches are available for most cut textiles and can be requested by clicking on ‘Request A Sample’ on the textile page, and then checking out. Furniture upholstery or finish swatches are available on some furniture product pages and can be ordered in the same way.

Do you offer designer trade discounts?

  • Please contact a Knoll Home Design location if inquiring about our designer trade discount program: NY Home Design Shop at 212-343-4190, LA Home Design Shop at 310-620-2680 or Knoll Home Design at D&D Building at 212-688-3620.

What is a Knoll.com Account? Why should I create one and what are the benefits?

  • Your Knoll.com Account not only identifies you as a valued customer, but also enables you to check-out faster, access your order history, easily track your orders and view your detailed invoice after your purchase has shipped.

How do I create an account and place an order online?

  • To begin, click "Add to cart" on any product page. Once you have added an item to your order you can click "Continue Shopping" or "Checkout". When you click "Checkout" you will be asked to Sign In. You can create an account on the Sign In page. You may also checkout as a Guest, without creating an account.

What if I forgot my password?

  • At the sign in location, click on “Forgot your password?” and we will be able to assist in sending your password.

Do you ship to my country?

  • At this time, we can ship to addresses within the United States, except Hawaii, Puerto Rico and Alaska (with the exception of KnollTextiles). If you are an International customer and would like to ship Knoll product to another country through a freight forwarder , please email us at shopservice@knoll.com or reach out to our NY Home Design Shop at 212-343-4190 or LA Home Design Shop at 310-620-2680 to discuss your needs and receive assistance placing an order.

How much weight do your monitor arms hold?

  • Our Sapper monitor arms are designed to hold a standard size monitor weighing up to 20 lbs. The Sapper 50 monitor arm can hold monitors up to 50 lbs. Sapper XYZ monitor arms are designed to hold standard monitors weighing 6-20 lbs. If you have additional questions about monitors sizes or making sure Knoll monitor arms are compatible with your monitor, please email us at shopservice@knoll.com or call our NY Home Design Shop at 212-343-4190 or LA Home Design Shop at 310-620-2680 to discuss your needs and for a quote.

Do Knoll Products come with a Certificate of Authenticity?

  • Knoll has always created unique furnishings that inspire and endure. When you make a purchase at knoll.com you have acquired an authentic Knoll piece, produced according to the original and exacting specifications of the designer and reflecting the Knoll standard for quality and durability. With proper care, your authentic Knoll design will retain its character as a signature piece of furniture for years to come. To receive a Certificate of Authenticity for your purchase, simply fill out the postcard included in your delivery or email us at shopservice@knoll.com.

Where can I see products in person?

  • Knoll has a variety of locations where you can experience products in person: Home Design locations, our Workplace, Showrooms across the country, as well as local retail partners. View all Knoll locations here.

Where can I work with someone to help pick out the right items for my home?

  • Please contact a Knoll Home Design location if inquiring about our designer trade discount program: NY Home Design Shop at 212-343-4190, LA Home Design Shop at 310-620-2680 or Knoll Home Design D&D Showroom at 212-688-3620.

    Knoll Home Design locations are a great place for design ideas, to try new products, and to speak with our knowledgeable design consultants. Many of our products are on display and our representatives can place orders and answer your questions. Knoll also offers special services for specifiers and businesses. Click here for locations.

What if I need to set up a team to work from home?

  • Please contact shopservice@knoll.com with your specific inquiry, and we will connect you to the appropriate Knoll expert who can best assist you.

Is your website secure?

  • Knoll.com has security measures in place to protect it from any loss, misuse and alteration of the information under our control. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are in encrypted format at all times. This website, and more importantly all user information, is further protected by a multi-layer firewall-based security system.

How can I be removed from Knoll’s newsletter e-mail list?

  • If you would prefer not to receive our email newsletter, simply click on the unsubscribe link at the bottom of the email. Your name will automatically be removed from the list. If you cannot do this, please send a message to shopservice@knoll.com with the email address that you'd like us to delete, in the body of the message.

 

Shipping & Tracking FAQs

Check your confirmation

Depending on your order, it may be shipped through a partner carrier, or a white glove agent. Please check your email order confirmation for details on how your order was shipped.

Shipment Tracking

UPS Orders

FedEx Orders

White Glove Delivery Questions

Email knollservice@knoll.com

How can I check my order status?

  • To check the status of an existing order, simply click on the link in your Order Confirmation email, or click on the Order Status link on the top of knoll.com, sign in and input your order number and zip code.

What are my delivery options and how much do they cost?

  • Shipping and handling charges are based on the product you order and the value of your order. Ready-to-Ship products usually ship for free. For complete delivery options and shipping rates, click here.

How quickly does my order ship?

  • Shipping estimates are listed next to the retail price. Once you place your order, you will receive an e-mail confirmation stating the estimated ship date of the item(s) ordered.

How long will my order be in transit?

  • Shipping method for your item(s) will be visible on the Delivery & Payment screen while you are checking out on knoll.com. Orders that ship either Fed Ex or UPS should be received in approximately 1 week, pending no delays to service. Orders that are shipping through a White Glove delivery service will take approximately 2 weeks after shipping.

Where will my order ship from?

  • All products are shipped from New Jersey, Pennsylvania or Michigan.

Do you provide expedited shipping options?

  • Standard shipping is Fed Ex or UPS Ground. After your order is placed, please reach out to Customer Service (knollservice@knoll.com or 888-343-0009, option 2) to see if your order can ship earlier or if expedited shipping is available for a fee.

Once my order ships, how can I track it?

  • Once your order ships, you will receive an e-mail with tracking information with a link to either UPS or Fed Ex. If your order is shipping through a white glove agent, please feel free to contact customer service at knollservice@knoll.com or 888-343-0009, option 2 for shipping updates.

What if I need a copy of my receipt/invoice?

  • An order confirmation is sent to you via email upon order placement. If you require additional information please reach out to customer service at knollservice@knoll.com or call 888-343-0009 Option 2 to have a copy of your receipt/invoice to sent to you.

Can I change or cancel my order?

  • Any change or cancellation to an order containing Ready-to-Ship or QuickShip products is required by 8am EST the next business day after submission of your order. Any change or cancellation to an order containing standard lead time products (ie not Ready-to-Ship or Quickship) is required within five (5) business days following submission of your order. To initiate an order change or cancellation, please promptly send an email to changeorder@knoll.com state Change or Cancel in Subject line, and include your request, order #, and telephone number. Any changes or cancellations will be confirmed by a Knoll Customer Service representative via direct email to you.

    KnollTextiles and Spinneybeck /Filzfelt Orders may not be cancelled by a customer without the written consent of Knoll. Substantial cancellation/re-stocking charges are applicable. Certain products are sold with a no-cancellation policy. Please contact KnollTextiles at Tel # 866-565-5858, or Spinneybeck/Filzfelt at 800-482-7777.

 

Post Delivery FAQs

If I have an issue or a question on my product upon delivery or installation, how can I most quickly resolve it?

  • We have a team of experts here to help. If you have a warranty or claim issue, for quickest resolution please fill out this claim request form (link) and it will submit directly to our team. We will be in touch with you shortly.

    If you have questions on installation or parts, please email knollclaims@knoll.com or call 1-888-343-0009 option 3.

    We also have product pages on knoll.com/shop that have installation and assembly instructions for you to access.

How can I return a product?

  • We stand behind the quality of everything we sell. Please thoroughly examine all items upon receipt. We want to help you resolve any issues as quickly as possible. To initiate the return process, please fill out a return form online and we will be in touch with you shortly on next steps. If you change your mind about an item, your refund will be reduced by a restocking charge and you will be responsible for outbound and return shipping and delivery. We do not accept any returns or exchanges on Vintage products and items with marble. Review our Return Policy for further details about returns. You may also contact the Knoll Customer Service team at knollclaims@knoll.com or by phone 888.343.0009, option 3 within five (5) days of receipt as well.

Is my return shipping free?

  • Filling out this return request form will help us process your return quickly and stay in touch about the process. Ready-to-Ship items that you received by Fed Ex or UPS maybe returned without a return shipping fee. White Glove items will have a return shipping fee. As always, you can contact us via email at knollclaims@knoll.com or give us a call 888-343-0009, option 3, if you have any questions. See full details regarding returns in our Selling Policy here.

What if I have questions on installation and assembly of my product upon delivery?

  • We want to ensure you are surrounded throughout your entire experience.

    If you go to the product page on knoll.com/shop to your specific product, you can find the installation and assembly instructions.

    You can also email knollclaims@knoll.com with any specific questions and our product experts will be in touch with you shortly.

    You can also contact us at 888.343.0009 option 3 for phone assistance.

Can I get a pdf of those assembly instructions?

  • Please click on link to access pdfs of assembly instructions. If your product is not there, please email us at knollclaims@knoll.com or call customer service at 888-343-0009, option 3 for assistance.

How do the height adjustable desks adjust from sitting to standing?

  • Hipso height adjustable desks adjust up and down with a buttons installed at the front of the table To move the desk to standing position, press and hold the Up arrow. To move the desk to seated position, press and hold the Down arrow.

Can I use my own desktop on a height adjustable table base?

  • We do not recommend using a different top on the bases for the desks and bases are not sold separately. All desks are sold with a top and a base.

How do I clean my desktop?

  • Please click here for cleaning instructions based off the material for the top of the desk.

Is there a warranty on the products you sell?

  • Please click here to see the warranty on all Knoll products.

How do I reset my height adjustable table?

  • Please click here for instructions on resetting your power.

 

Product Maintenance, Care and Cleaning

Assembly Instructions