HyLo Desk Fequently Asked Questions
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All of us at HyLo Desk want our customers to be elated with our products. If you are not 100% satisfied with your purchase, we are here to help. We offer a hassle-free 14-day return policy. Simply fill out the return request form below to request an RMA and we’ll refund the full cost of the item minus the return shipping costs.
Items must be in “like-new” condition or only show signs of light use
Items must be returned in original packaging with original packaging materials
Items must receive an RMA number
What if I need to cancel my order?
If you need to change or cancel your order, please fill out the contact form on the contact us page within 1-hour of placing the order and we will issue a full refund. If more than 1-hour has passed (during normal business hours) the order will be processed for shipping and on-time delivery and it can not be canceled then. In these cases you will need to receive the order and then complete the returns process by filling out the return form below. We will deduct the cost of shipping from your refund. Should you choose to reject the delivery, we will deduct the initial shipping costs as well as the return shipping costs from your refund.
Do you accept returns without an RMA number?
An RMA number is required for all returns. Please do not return any items without first receiving your RMA number, they will not be accepted and will be returned back to you.
What if I do not have the original packaging?
All items must be returned in the original packaging. Without the original packaging, items can be damaged or lost during return transit, and will be returned back to you. If you do not have the original packaging or there is any other concern regarding the packaging, add that note to your return request and we will step in to help to rectify the problem and (if needed) ship the appropriate packaging materials to you for a small fee.
Can I send the item back using my own shipping service?
At this time we do not allow customers to return items using their own shipping service. This is because we insure and track all returns though our partnership with FedEx.
What if my HyLo Desk arrives damaged?
If your HyLo desk arrives damaged, don’t worry, we are here to help.
If there is damage to the box please thoroughly inspect the item to check for damage or missing parts. We require photos of the damaged item AND damaged packaging (inside and out) in order for us to make a claim with the shipping carrier. Speed matters because claims must be submitted promptly to the shipping carrier to be approved.
Rest assured, we will handle the claims process with the carrier and we will provide a replacement as quickly as possible – at no extra cost to you.
What happens if my HyLo is defective?
HyLo Desk will replace (at no charge to you) the defective parts on any of our products when the defect is due to improper workmanship and/or material. If HyLo Desk is unable to provide a replacement product, and repair is not practical or cannot be completed in a timely manner, HyLo Desk may elect to refund the purchase price in exchange for the return of the product. We use FedEx Ground to ship replacement products, but expedited shipping is available if you choose to pay the additional expense.
From where do my items ship?
Items ship directly from our workshop in Milwaukee, WI.
Do you ship to a PO Box?
We’re sorry, our shipping services require a physical address, so we are unable to fulfill orders to PO Boxes.
Do you offer expedited shipping?
Yes. To get your order expedited, use the, contact form here. Be sure to include your phone number and email address. We will promptly respond to work out the logistics.
Do you ship internationally/Canada?
Yes! However, shipments outside of the U.S. require additional shipping costs, duties and taxes, therefore HyLo Desk is not able to take orders for international delivery through this website. If you would like a shipping quote for international delivery, please use the contact form here. or call customer service at 844-HYLO-DESK.
Do you ship to Alaska and Hawaii?
Shipments to Alaska and Hawaii require additional shipping costs. HyLo Desk calculates 50% of the order amount as the flat rate shipping for orders shipped to Alaska and Hawaii. If you have already placed the order, we will contact you prior to arrange payment for the additional shipping fees. If you have not yet placed the order, please use the contact form here. and we can set your order up by working directly with you.
What if I need to provide personalized delivery instructions?
Contact us if you would like to provide personalized delivery instructions, choose delivery times and dates, or hold/redirect packages. You can also perform these actions yourself via FedEx’s Delivery Manager.
What happens after I place my order?
>After you place your order we will send you an email confirmation with your order number and order details. If you do not receive this, please check your spam folder, and if you still cannot find the confirmation, please contact us using contact form on the contact us page so we can verify that the order successfully went through.
How do I track my order?
Orders are fulfilled within 2-business days (most are sent sooner) of receiving the order.
When your order ships, we will email you a tracking number (to the email address associated with the order) so you can track the status of the shipment. If your tracking number doesn’t provide results, please wait a few hours for the shipping carrier to update the status and then check again.
Our FedEx shipments do not require a signature for delivery.
Do you provide any discounts for bulk orders?
We offer discounts for orders of (10)+ HyLo Desks. Please use the contact form on the contact us pageto submit your request and we will contact you to set up a custom order.
What payment methods do you accept?
Through our website we acceptVisa, Mastercard, American Express, Discover, PayPal, GooglePay, ApplePay, and Amazon Pay. For commercial orders we also accept ACH payments or POs to qualifying customers.
Do you accept purchase orders?
Purchase orders are accepted following a credit review. If you are purchasing for an organization please contact our sales team at [email protected] and one of our commercial sales representatives will get back to you.
My organization is tax exempt. How do I place an order with the exemption?
contact form on the contact us page to submit your request and we will contact you to set up a custom order. We will request a copy of your sales tax exemption certificate.
I just sent a request from your contact page/ I just left a voicemail, how long until I hear back?
Because of Covid-19, we’re helping an unprecedented number of people transition to remote work. We appreciate your patience.
Detailed dimensions of the HyLo Desk can be found below:
How much does the HyLo desk weigh and what is the weight limit for the items I place on the shelves?
Your new Hylo Desk weighs 24lbs and each shelf can hold a maximum of 160lbs.
How do I clean my HyLo desk?
Cleaning your HyLo desk is easy. The wood can be cleaned with a solution of mild dishwashing soap and water paid with a clean, non-abrasive cloth. Avoid using harsh cleaners and abrasive sponges.
How do I adjust my HyLo desk to go from sitting to standing?
The HyLo Desk shelves are easily removable and either size shelf can be placed in any slot on the ladder panel. To change your position during the day, simply remove the items on the shelf and pull it out. Insert it at your desired height and place your components back on it.
How do I assemble my HyLo Desk and do I need any tools?
HyLo Desks can be assembled in less than 1-minute and no tools are required.
Please see our assembly instructions here. If you have any questions, don’t hesitate to reach out using contact form on the contact us page and we will be happy to assist you.
Your satisfaction is our #1 priority here at HyLo Desk. That’s why we’re pleased to offer a 1-year limited warranty that covers defects in material or workmanship on all new HyLo Desk products.