Frequently Asked Questions

Need help choosing your Axiom, checking delivery times or understanding our 30-day comfort guarantee? Find the answers below.

Axiom Product and Fit

What is the Aligneer Axiom?

The Aligneer Axiom is a memory foam support cushion designed to make the chair you already use feel more comfortable and supportive.

It is suitable for long periods of sitting while working, studying, driving or relaxing at home.

Instead of immediately replacing an uncomfortable chair, Axiom adds cushioning and lower-back support to your existing setup.

What options are available?

Axiom is currently available as either a complete set or a standalone lumbar cushion.

Complete Set

• Light Grey Set

• Black Set

Each complete set includes:

• One lumbar support cushion

• One seat cushion

Lumbar Cushion Only

• Grey

• Black

• Pink

• Brown

• Sapphire Blue

• Red

• Yellow

Lumbar-only options include one lumbar support cushion and do not include the seat cushion.

Please check the selected option shown above the Add to Cart button before completing your purchase.

Should I choose the lumbar cushion or the complete set?

Choose the lumbar cushion only when your main concern is adding support around your lower back.

Choose the complete set when you want support for both your lower back and the surface you sit on.

The seat cushion adds extra cushioning and may raise your sitting position slightly, so the complete set works best with a chair that allows you to adjust its height.

What are the dimensions?

The approximate dimensions are:

• Lumbar support cushion: 40 × 40 × 10 cm

• Seat cushion: 46 × 32 × 10 cm

Because memory foam compresses and expands, minor measurement differences may occur.

We recommend comparing these measurements with the usable seat and backrest area of your chair before ordering.

Will Axiom fit my chair?

Axiom is designed to fit most standard office chairs, study chairs, home chairs and car seats.

The lumbar cushion has an flexible strap that stretches around most standard chair backs.

However, fit cannot be guaranteed for every chair. Unusually wide, narrow, heavily curved or open-frame backrests may not secure the cushion properly.

Please compare the product dimensions with your chair before purchasing.

Does the lumbar cushion need to be strapped to the chair?

Using the adjustable strap helps keep the lumbar cushion securely positioned while you sit.

Depending on your chair shape and fabric, the cushion may also remain in place without the strap, but using the strap is recommended where possible.

Where should I position the lumbar cushion?

Place the cushion against the natural inward curve of your lower back.

It should not sit high against your shoulder blades or push your entire upper body forward.

Move the cushion slightly higher or lower until it feels comfortable and supportive for your body and chair.

How firm is the memory foam?

Axiom has a medium-soft feel with slow-rebound memory foam that gradually compresses under your weight and returns to its original shape after use.

It is designed to feel cushioned without immediately collapsing flat.

Firmness and comfort can feel different depending on body weight, room temperature, chair design and personal preference.

Does Axiom require a break-in period?

Most users should be able to use Axiom immediately without a formal adjustment period.

However, it may take a short amount of time to find the most comfortable cushion position and chair-height setting for your body.

Will the seat cushion make me sit higher?

Yes. The seat cushion is approximately 10 cm thick before compression and will increase your sitting height to some extent.

The exact increase depends on your body weight and how much the memory foam compresses.

After placing it on your chair, adjust your chair height where possible so that:

• Your feet remain supported

• Your knees remain comfortable

• Your arms align naturally with your desk

• You are not positioned too high relative to your monitor

Does the seat cushion slide around?

The underside has a non-slip dotted surface designed to help reduce movement against the chair seat.

Performance may vary depending on the chair’s material, shape and surface texture.

What is the cover made from?

Axiom has a soft, smooth and lightly elastic fabric cover designed to feel comfortable against clothing.

The cover is removable for easier cleaning.

We avoid stating an exact fabric composition because the supplier has not provided a verified fibre-percentage breakdown.

Is Axiom a medical device?

No. Axiom is an everyday comfort and ergonomic-support product, not a medical device.

It may help some people feel more comfortable during prolonged sitting, but it is not intended to diagnose, treat, cure or prevent back pain, posture conditions or other medical issues.

Individual experiences vary. Speak with a qualified healthcare professional before use if you have an existing injury, spinal condition, persistent pain or another medical concern.

Can I use Axiom in a car?

Yes. The lumbar cushion can be used with many car seats provided it fits securely and does not interfere with:

• Your seatbelt

• Your driving position

• Your head restraint

• Vehicle controls

• Safe visibility

The seat cushion may raise your driving position, so check that you can still operate the vehicle safely and comfortably before driving.

Do not use either cushion if it interferes with safe vehicle operation.

Product Care

Is the cover removable and washable?

Yes. The fabric cover can be removed and machine washed.

We recommend:

• Removing the cover from the foam

• Using a cold, gentle wash cycle

• Using a mild detergent

• Washing separately or with similar colours

• Allowing the cover to air dry completely

Do not use bleach.

Follow the sewn-in care label if its instructions differ from the guidance above.

Can I put the entire cushion in the washing machine?

We do not recommend machine-washing the complete cushion.

Although the removable cover is machine washable, soaking or machine-washing the memory foam may damage its structure or prevent it from drying properly.

Spot-clean the foam gently with a lightly damp cloth and mild soap where necessary. Do not soak, wring or machine-dry the foam.

Allow it to dry completely in a well-ventilated area before replacing the cover.

Can the cover be tumble-dried?

We recommend air drying because the supplier has not confirmed that the cover is suitable for tumble drying.

Avoid high heat, which may shrink or damage the fabric and zipper.

Shipping and Delivery

Which countries do you ship to?

Aligneer currently ships to:

• Australia

• United States

• Singapore

• United Kingdom

Shipping availability for your exact address will be confirmed during checkout.

Is shipping free?

Yes. Standard shipping is free for all current Aligneer delivery destinations.

There is no minimum order value required for standard free shipping unless a different condition is clearly shown during checkout.

How long does delivery take?

Orders are first processed and then shipped.

Processing time

Orders are normally processed within 1–3 business days after payment.

During public holidays, promotional periods, unusually high demand or unexpected fulfilment delays, processing may take up to 5 business days.

Processing takes place Monday to Friday and excludes public holidays.

Shipping time after dispatch

The shipping estimate begins after your order has been dispatched.

Shipping days are counted as calendar days, meaning weekends and public holidays are included in the estimate. However, carrier or customs disruptions may still cause occasional delays.

Does the delivery estimate include processing time?

No.

For example, an Australian order will generally have:

• 1–3 business days of processing

• Followed by approximately 10 calendar days of shipping after dispatch

The total time from purchase to delivery will therefore usually be longer than the shipping estimate displayed by itself.

Where will my order be shipped from?

Orders are fulfilled through Aligneer’s international fulfilment network.

Depending on the product, stock availability and destination, your parcel may be dispatched directly from an overseas fulfilment facility.

Regardless of where the parcel is dispatched from, Aligneer remains your point of contact for order support, delivery issues and eligible refund or replacement requests.

Will I need to pay additional shipping, taxes or import duties?

No additional standard shipping fee will be charged.

The price displayed at checkout includes applicable charges collected by Aligneer for your destination.

You should not be asked by Aligneer to pay additional shipping, taxes or import duties after completing your order.

Contact support@aligneer.org before making payment if you receive an unexpected request for additional charges relating to your order.

Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive a shipping-confirmation email containing your tracking number or tracking link.

Tracking may take approximately 48–72 hours to activate after the parcel has been handed to the carrier.

Why has my tracking stopped updating?

Tracking may remain unchanged for several days while the parcel moves between carrier facilities or countries.

Contact us when:

• Tracking has not activated within three business days of dispatch

• Tracking has not updated for seven days

• Your order is more than five days beyond its estimated shipping period

Email support@aligneer.org and include your order number.

Will all my items arrive together?

Orders containing multiple products may occasionally be divided into separate parcels because of stock availability or fulfilment locations.

You may receive more than one tracking number, and the parcels may arrive on different days.

You will not be charged additional shipping because an order is divided into multiple parcels.

What should I do if tracking says delivered but I cannot find my parcel?

First check:

• Your mailbox and the area surrounding your property

• Parcel lockers or designated safe-drop locations

• With household members or neighbours

• With reception, concierge or building management

• With your local carrier or delivery facility

If the parcel still cannot be located, contact support@aligneer.org with your order number.

We will help investigate the delivery with the carrier.

Orders and Payments

Which payment methods do you accept?

Depending on your country, device and checkout availability, Aligneer accepts:

• Visa

• Mastercard

• American Express

• UnionPay

• PayPal

• Shop Pay

• Google Pay

The payment methods available for your order will be displayed during checkout.

Is checkout secure?

Yes. Payments are processed through Shopify’s secure checkout and approved third-party payment providers.

Aligneer does not directly store your complete card details.

Which currency will I be charged in?

Prices are displayed according to your selected country or market:

• Australia: AUD

• United States: USD

• Singapore: SGD

• United Kingdom: GBP

Check the currency and final total displayed during checkout before completing payment.

How do I know my order was successful?

You should receive an order-confirmation email shortly after completing payment.

Check your spam, junk or promotions folder if it does not appear in your main inbox.

Contact support@aligneer.org if you still cannot locate the confirmation.

Can I change or cancel my order?

Contact support@aligneer.org as soon as possible after ordering.

We will make reasonable efforts to assist, but changes and cancellations cannot be guaranteed once the order has entered processing or has been dispatched.

I entered the wrong delivery address. What should I do?

Contact us immediately and include:

• Your order number

• The incorrect address

• The complete corrected address

We will try to update it, but changes cannot be guaranteed after processing or dispatch has begun.

30-Day Comfort Guarantee

Does Axiom come with a comfort trial?

Yes. Axiom includes a 30-day comfort guarantee, beginning on the date your order is delivered.

You may use the product normally at home to decide whether its shape, firmness and support suit you.

Comfort is personal, and we do not expect every cushion to suit every individual.

What condition must the product be in?

Normal, careful use during the comfort trial is permitted.

However, the product must not be:

• Torn or cut

• Burned

• Permanently stained

• Heavily soiled

• Affected by strong odours

• Damaged by pets

• Altered or modified

• Damaged through misuse or improper washing

Damage that was already present when the product arrived should be reported as a damaged-delivery claim rather than a comfort-trial return.

How do I claim under the 30-day comfort guarantee?

Contact support@aligneer.org within 30 days of the recorded delivery date.

Include:

• Your order number

• The email address used at checkout

• The product involved

• A short explanation of why it did not suit you

• Photos of its current condition if requested

Do not mail the product to the address printed on the original parcel.

We will review your request and provide the correct next steps.

Will I need to physically return the product?

Not always.

Depending on your location and the circumstances, an approved refund may be processed without requiring a physical return.

Where a return is required, we will provide the correct return instructions and address. Do not send the product back before receiving those instructions.

Who pays return shipping?

Where a non-faulty product must be physically returned under the voluntary comfort guarantee, the customer may be responsible for the return-postage cost.

Where a product is confirmed to be faulty, damaged, incorrect or otherwise covered by applicable consumer law, Aligneer will provide an appropriate remedy and handle eligible return costs as required.

Do you charge a restocking fee?

We recommend that Aligneer does not charge a restocking fee on approved comfort-guarantee or faulty-product claims.

When will I receive my refund?

Once approved, refunds are issued to the original payment method.

Bank and payment-provider processing times vary, so the refund may take several business days to appear after it has been issued.

What if my order arrives damaged, faulty or incorrect?

Contact support@aligneer.org as soon as possible and include:

• Your order number

• A description of the problem

• Clear photographs or videos of the product

• Photographs of the parcel

• A photograph of the shipping label

We will review the issue and provide an appropriate solution, which may include a refund, replacement or another remedy.

The 30-day comfort guarantee operates in addition to any consumer rights that apply in your country.

Customer Support

How can I contact Aligneer?

Email:

support@aligneer.org

We aim to respond within 24 hours on business days.

During public holidays, promotional periods or unusually high enquiry volumes, responses may take slightly longer.

Please include your order number when contacting us about an existing order.