Frequently asked questions

Not finding your answer? Send us a message or give us a call at +32 9 296 44 83.

 

General questions

How can I contact Fully?

Drop us an e-mail us at help@fully.com. or reach out through our live chat.


What if I forgot my password?

Not a problem! You can reset your password using your login email. If you're in need of further assistance, feel free to contact us and we'll be happy to assist!


Where can I see products in person?

We have a showroom in Ghent, Belgium where you can check out products before or after making a purchase. Stop by during business hours to say hello, ask questions, and learn more. Next to that, we offer a 30-day guarantee, if you don't like it we'll take it back.


What is a B Corporation?

In short, a B Corp is one of a group of businesses that take our social and environmental impact seriously. B Corporations are evaluated and certified by the independent nonprofit B Lab. Learn more about why we're a B Corp.


Which chair is best for my specific medical condition?

Tell your doctor about our website and talk about the different options we provide directly with him or her. Your doctor is your best resource for your specific medical condition.


Assembly questions

How much desk assembly is required?

Moderate assembly is required and we provide assembly instructions for each desk model.

If you would like to get an overview of the assembly process before your desk arrives, instructions can be found under the specification tab of each desk’s product page. We also have videos that can be used as a guide.


Can I get a pdf of those assembly instructions?

We have an entire page dedicated to PDFs of assembly instructions for items we carry. Just click on following link to get there: Instructions.


How do I mount a top to a Jarvis desk frame?

Visit fully.com/howtojarvis to watch the assembly video as well as download instructions.


How do I mount my accessories on a Jarvis desk?

It can be hard to imagine all of those accessories fitting under your desk, and depending on how big your tops is, maybe not all of them will. Please feel free to contact us if you have any questions. We're here to help!

Visit our instructions page for PDF instructions of the accessories we carry.


How do I adjust my Jarvis monitor arm?

Check out our Jarvis Monitor Arm adjustment video here.


Where can I find the screws to my Jarvis Desk?

We send out all of our frames with small machine screws (M6x10mm) and large machine screws (M6x14mm) to put the frame together. We also send out wood screws in case our customers order the Frame Only and want to use their own custom tops.
We then send out all of our tops with the screws needed to attach them to the frame. These screws can sometimes get caught up in the plastic wrap or are taped to the cardboard of the box the top came in.


How do you operate a Jarvis memory handset?

For questions about assembly and use of a Jarvis Standing Desk, please refer to our howtojarvis page.


Do Jarvis desk tops come with predrilled holes?

Jarvis desk tops come with pre-drilled holes with metal inserts for frame components. There are pre-drilled holes for the handset that must be screwed in with the included wood screws. The tops do not come with pre-drilled holes for mounting accessories.


How do I disassemble my Capisco if I want to return it?

Watch our Capisco disassembly video to guide you through this process.


Shipping questions

Where will my order ship from?

We ship out orders via TNT from our Sint-Niklaas (Belgium) distribution center, called Distrimedia.


Once my order ships, how can I track it?

Once an order has shipped, an e-mail will be sent with tracking from our courier TNT. Please note that it may take up to 24 hours before movement is reflected when tracking your order.


Do you ship to my country?

We will ship anywhere in the Europen Union, that still includes the UK. Next to that, we'll ship to Norway, Switzerland and few other exceptions. You can find more information here.


Product questions

Which desk should I pick?

We have experience with every desk we offer. To find out more, please just give us a call and we'll be more than happy to help you find the best desk for your needs.


Which keyboard tray goes with a Jarvis desk?

We recommend the Jarvis Fixed Keyboard Tray for rectangle desks at least 90 cm wide and the Jarvis Adjustable Keyboard Tray, for Jarvis Standing Desks 120 cm wide or larger.


How much weight do your monitor arms hold?

Our monitor arms have their specific weight capacities listed under the specifications tab on the product page. If you have any questions please feel free to contact us.


What size custom desk tops go best with Jarvis frames?

Narrow frames can hold desk tops between 75 - 120 cm wide and 60 cm deep (we currently don't offer this version). Wide frames can hold desk tops between 113 - 208 cm wide and 69 - 91 cm deep.


How do the desks adjust from sitting to standing?

Most of our desks are electric and move with the simple push of a button.


Can I use my own desk top?

Totally. We currently offer a few options of Jarvis Frame Only products:

Send us a picture when you’re all set up and we’ll send out a Tweet and everyone on the internet will be jealous of your awesome custom setup.


How do I clean my desk?

Bamboo Tops

  • Our Bamboo tops use a water-based UV-cured topcoat that is difficult for the end-user to replicate. For light scratches the best option is to treat the wood with Old English Oil. This will protect the bamboo and should restore some of the color. Mix two parts Old English Scratch Cover for Light Woods and one part Old English Oil. These are available at most hardware stores as well as Home Depot, Lowe’s, and Amazon. Rub this mixture into the scratch using a microfiber cloth and let it sit for a while. Rub off the excess and repeat as necessary.
  • It’s important to understand that this will not fill the scratch. However, it will restore color to the scratched area and should protect the bamboo somewhat from moisture.
Laminate Tops
  • To maintain the beauty of decorative laminates, clean with a solution of liquid dishwashing detergent and warm water. Dry with a clean, non-abrasive cloth. This should remove most stains from the surface.
  • For stubborn stains, use a household cleaner. It may be necessary to use a soft bristle brush with light scrubbing to assist in removing the stain.
  • Do not use any type of abrasive cleaners, as this will cause scratching and discoloration of laminate. Use baking soda as instructed above.
  • Do not use any type of steel wool or abrasive cleaners, as this will cause scratching and discoloration of laminate.


Quotes & placing orders

How can I place an order?

If you’re ready to place an order, you may place the order online, over the phone or through live chat with one of our helpful customer service representatives.


Can I change or cancel my order?

All orders are immediately charged and processed when an order is placed on our website. We will do our best to accommodate any changes but the window for editing an order is very small. As we ship most of our items out the next business day, changes need to be made the day the order was placed. Please note that once an order has begun processing or has shipped, the order can no longer be changed.


Can I get a quote for an order?

Sure! Just visit our commercial sales page. We typically respond to quote requests with 24 hours during normal business hours.


How do I use a coupon or promo code?

After adding items to your shopping cart, simply use the link in the shopping cart to apply a promo code. After you update your cart with the coupon information, the new pricing will be reflected in the total. Please contact us if you are having trouble.


Can I send you a purchase order?

Absolutely! Please submit your purchase order to saleseurope@fully.com. In order to ensure that only one order will be placed, please avoid sending us your PO more than once.


What info should I include in my purchase order?

  • A contact person, phone number, and e-mail address for shipping questions
  • Your shipping address
  • Your billing address
  • The e-mail address of your Accounts Payable department, so that we know where to send your invoice
  • Our company’s full name and address
  • The quantity and full configurations of the items that you want to order
  • Your order total and your payment terms (our standard terms are Net 30)
  • If your PO is based on a quote that we sent you, please include the quote number on the PO for faster processing

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

Email help@fully.com and we will be happy to send you a copy of your order confirmation, receipt or invoice.


Warranty

If there a warranty on the desks you sell?

Of course! Jarvis desks have an all-inclusive 7 year warranty on all frame components, including motors and electronics.


How do I file a warranty claim?

Just go to our warranty information page and send us an e-mail.


Troubleshooting

How do I reset my Jarvis desk?

BASIC RESET:

  • Hold the DOWN button until the desk lowers to its lowest point. Release.
  • Press and hold the DOWN button again for about 10 seconds. Release. If you have a digital handset with a display you will see RST (looks like ASR) on the screen.
  • Press and hold the DOWN button again until your desk dips down slightly, and pops back up (if it doesn't move after 10 seconds you may have to press and hold it again).
  • This movement signals that the reset was successful, and you should be good to go!


FULL RESET:

  • Unplug your desk from power.
  • Disconnect all cable connections on the underside of your desk. There will be a total of four cables to unplug from the control box. The power cable and the handset switch each have one connection spot, and each of the leg cables have up to two spots where they're connected depending upon whether or not it is connected to an extension cable.
  • Once everything's unplugged, please plug it back in with the reverse order, making sure all the connections are nice and firm.
  • Then run the desk through the BASIC reset, and you should be good to go!

If you’re not able to get the desk to go through this sequence, or if the UP button still doesn’t work, please don’t hesitate to write back or give us a call at (888) 508-3725 and let us know what happened. We’ll figure out what in the world is bugging the desk together!


How do I lock/unlock my Jarvis desk?

Please refer to the instructions provided with your desk frame, or reach out to us.