Innovative is here to address any concerns you may have. Below are frequently asked questions; if your concerns aren’t addressed below, please reach out to our customer service team by calling 800-524-2744, emailing firstname.lastname@example.org or web chat.
How do I counterbalance my monitor arm?
- You must attach the monitor to the arm, and you must place the arm in the mount, prior to attempting adjustments.
- Press the arm down to approximately parallel with the desk prior to turning the strength adjustment screw. This relieves pressure on the gas cylinder and makes it easier to adjust.
- If the arm is too strong, turn the adjustment screw clockwise. If the arm is too weak, turn the adjustment screw counter-clockwise. Depending on the weight of your monitor, you may have to make 15-20 turns. After each few turns, stop to check to see if the monitor remains in place when you remove your hand from it.
- If you follow these steps and are still unable to get the arm to float, or if you reach a point where you can no longer turn the screw, it is possible that your monitor is outside of the weight range of your mounting arm. Please contact Innovative customer support at 800-524-2744 for assistance.
How do I purchase internationally?
Please visit our contact page to reach out to Innovative’s international subsidiaries.
What can I do with my FLEXmount?
The FLEXmount offers six different options for mounting or reconfiguring your monitor arm.
How do I remove the Tablik puck from the back of my tablet?
Using a citrus-based solution will help to remove some of adhesive from the puck, then you should be able to pry the Tablik puck off of the tablet.
How do I adjust my tilter?
You can adjust the tension of the tilter by using the hex key that was included with your monitor arm. By using the hex key at the bottom of the tilter, you can tighten or loosen the tension based on your needs.
How do I know if my monitor is VESA-compliant?
VESA-compliant monitors follow an industry-standard mounting system. There will be a 75mm (about 3") or 100mm (about 4") square screw hole pattern on the back of your monitor. If you do not see one, remove the base from the monitor (see your monitor's User's Guide for instructions on how to do this).
What is the lead time for my monitor mount?
Generally, the average lead time for our monitor mounts is 3-5 business days. All of Innovative’s products are made to order, allowing for customizable options to meet the needs of customer applications. Lead times for individual products depend on available materials and order quantities.
Where do you manufacture your products? Where is the product shipped from?
98% of Innovative’s monitor mounts are manufactured in the USA. All products are shipped from our Easton, PA headquarters.
What warranty do you offer?
Monitor arms sold after 2010 come with a 10 year warranty. Winston Workstation™ includes a 5 year warranty, Tablik™ includes a 3 year warranty, and Busby™ and the Bild™ electric height adjust column are covered with a 1 year warranty. You can visit our warranty page for more information.
What quality and environmental standards are you compliant with?
Innovative strives to provide the best product possible through our quality standards and award winning design. Our products are tested to 30,000 cycles, far exceeding BIFMA industry standards. You can learn more about Innovative’s commitment to quality here.
To reduce environmental impact, Innovative is fully compliant with Restriction of Hazardous Substances Directive (RoHS), WEEE Directive 2002/96/EC and the EU Directive on Packaging and Packaging Waste (94/62/EC). To learn more about Innovative’s environmental ethics, click here.
May I purchase directly or do you have distributors?
You are welcome to purchase directly from Innovative through our website, calling 800-524-2744, or sending an email to email@example.com. Innovative’s monitor mounting solutions are also available through various re-sellers and dealers.
What payment method is accepted?
For web orders, Innovative accepts MasterCard, Visa and American Express. For orders placed by phone, Innovative can accept credit cards or offer COD and credit terms to qualifying customers.
To apply for credit, please contact Innovative's sales team at 800-524-2744.
Do you charge sales tax?
Innovative will assess sales tax on orders shipping to Pennsylvania addresses unless you have a tax-exempt certificate, in which case no sales tax will be assessed.
Do you offer government pricing?
Innovative no longer participates in GSA Advantage, but we have many dealers that offer special GSA pricing. Please call for a list of active GSA dealers.
What are your business hours?
Our normal business hours are 9 a.m. – 5 p.m. EST Monday-Friday. During non-business hours, you can email to firstname.lastname@example.org or send a message in web chat and your inquiry will be responded to the next business day.
What is your return policy?
Seller warrants that its products will be free from defects in material and workmanship when the title passes to the Buyer. Seller will repair or replace, at its discretion, any defective product without charge (shipping charges excluded) for a period of 10 years (exceptions: 5 years for Winston Workstation™, 3 years for Tablik™, and 1 year for Busby™ and the Bild™ motorized column) after the original date of purchase, unless the product damage resulted from Buyer abuse, misuse or negligence. Seller may require proof of purchase before performing any repairs or replacing any products during the warranty period. Except as specifically set forth above, Seller makes no warranties, express or implied and specifically disclaims any warranty of merchantability of fitness for a particular purpose. Repair or replacement of the product ordered from Seller shall be Buyer’s exclusive remedy.
What is your Schedule B number for importing?
Innovative’s Schedule B number is 8473.305100.
Where can I obtain a copy of Innovative’s NAFTA certificate?
Innovative does not participate in NAFTA. Our products are classified in subheading 8473.30, which is covered by the Information Technology Agreement and puts the duty rate at zero for participating countries (Canada and Mexico). Since the duty rate should be zero, there is no reason to issue a NAFTA certificate.