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 longer 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 Cushion 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 Only or the Complete Set?

Choose Lumbar Cushion Only when your main concern is adding support around your lower back, or when your chair already has a thick or soft cushioned seat.

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

The seat cushion generally works best on:

• Hard or firm seats

• Flat seats

• Lightly padded seats

• Firm built-in chair cushioning

It can still work effectively over firm existing padding.

If your chair has a thick, soft, or heavily cushioned seat, adding another seat cushion may feel bulky or less natural. In this situation, Lumbar Cushion Only may be the better choice.

The seat cushion may also raise your sitting position, so adjusting your chair height may be helpful where possible.

What are the dimensions?

The approximate dimensions are:

• Lumbar support cushion: 40 × 40 × 5 cm

• Seat cushion: 46 × 32 × 10 cm

Due to the nature of memory foam, dimensions may vary slightly.

Please measure your chair and compare it with these dimensions before ordering.

Will Axiom fit my chair?

The lumbar cushion is suitable for a wide range of standard office chairs, study chairs, home chairs, gaming chairs, and many car seats.

The lumbar cushion has a flexible securing strap designed to stretch around many standard chair backrests.

The seat cushion requires sufficient usable seat space and generally feels most stable and supportive on hard, firm, flat, or lightly padded surfaces.

Fit cannot be guaranteed for every chair. Unusually narrow, wide, heavily curved, deeply cushioned, or open-frame chairs may not provide the ideal setup.

Please compare the product dimensions with the usable seat and backrest area of your chair before purchasing.

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

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

Depending on the shape and material of your chair, 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?

Position 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.

Start with the cushion positioned relatively low, then move it slightly higher or lower until the support feels natural 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 pressure and returns towards its original shape after use.

It is designed to feel supportive rather than deeply soft or immediately collapse 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?

Axiom does not require a formal break-in period.

However, it may take a few sitting sessions to find the most comfortable lumbar position and chair-height setting for your body.

A new lumbar support may also feel more noticeable at first if your existing chair provides very little lower-back support.

Will the seat cushion make me sit higher?

Yes.

The seat cushion is approximately 10 cm thick before compression and will raise your sitting position to some extent.

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

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

• Your feet remain comfortably supported

• Your knees remain comfortable

• Your arms align naturally with your desk

• Your monitor remains at a comfortable viewing height

Does the seat cushion work on padded chairs?

Yes, but the firmness of the existing padding matters.

The seat cushion can still work effectively on chairs with firm built-in cushioning.

It generally feels less natural when placed over a seat that is already thick, soft, or heavily padded because the two layers of cushioning can make the sitting surface feel bulky or unstable.

For heavily cushioned chairs, Lumbar Cushion Only may be the better option.

Does the seat cushion slide around?

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

Performance can vary depending on the chair's material, shape, angle, and surface texture.

What is the cover made from?

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

The cover is removable for easier cleaning.

We do not state an exact fibre composition because we have not received a verified fibre-percentage breakdown from our supplier.

Is Axiom a medical device?

No.

Axiom is an everyday comfort and ergonomic-support product, not a medical device.

It is intended to provide additional cushioning and support during sitting. It is not intended to diagnose, treat, cure, or prevent back pain, posture conditions, spinal conditions, or other medical issues.

Individual experiences vary.

If you have an existing injury, spinal condition, persistent pain, or another medical concern, consider speaking with a qualified healthcare professional before use.

Can I use Axiom in a car?

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 and may not suit every vehicle seat.

Always make sure you can 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.

If you are considering making a return under our 30-Day Comfort Guarantee, please contact us before washing the cover. Washed products may not qualify for a voluntary comfort return.

Can I put the entire cushion in the washing machine?

No.

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

Where necessary, gently spot-clean the foam using a lightly damp cloth and mild soap.

Do not soak, wring, or machine-dry the memory 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 or 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 currently free to all Aligneer delivery destinations.

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

How long does delivery take?

Orders are first processed and then shipped.

Processing time

Orders are normally processed within 1 business day 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.

Estimated shipping time after dispatch

The shipping estimate begins after your order has been dispatched.

Shipping estimates are provided in calendar days. Carrier, customs, severe weather, peak periods, or other unexpected disruptions may occasionally cause delays.

Does the delivery estimate include processing time?

No.

The estimated shipping time begins after your order has been dispatched.

For example, an Australian order would normally have:

• Processing before dispatch

• Followed by approximately 10 calendar days of estimated shipping

The total time between placing the order and receiving it will therefore be longer than the shipping estimate alone.

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 your parcel is dispatched from, Aligneer remains your point of contact for order support, delivery issues, returns, refunds, and replacements.

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

Standard shipping is free.

Any taxes or other charges collected by Aligneer will be shown during checkout where applicable.

If a carrier or customs authority unexpectedly asks you to pay an additional charge relating to your Aligneer order, please contact support@aligneer.org before making payment so we can review the situation.

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 information 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 a parcel travels between carrier facilities or countries.

Please contact us if:

• 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 parcels may arrive on different days.

You will not be charged additional shipping simply because your order has been 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 may accept:

• Visa

• Mastercard

• American Express

• UnionPay

• PayPal

• Shop Pay

• Google Pay

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

Is checkout secure?

Yes.

Payments are processed through Shopify's checkout and supported payment providers.

Aligneer does not directly store your complete payment-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

Please 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.

Any statutory cancellation rights that apply to you remain unaffected.

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 our 30-Day Comfort Guarantee, beginning on the date your order is delivered.

You may use the product carefully indoors for a reasonable period to decide whether its shape, firmness, fit, and support suit you.

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

The 30-Day Comfort Guarantee is a voluntary return policy and operates in addition to any statutory consumer rights that apply to your order.

What condition must the product be in for a Comfort Return?

Normal signs of light use from reasonably testing the product's comfort and fit are permitted.

The product should be returned clean, dry, and in reasonable condition.

A voluntary Comfort Return may not be accepted if the product:

• Has significant stains

• Has strong odours

• Contains pet hair

• Is heavily soiled

• Shows heavy or extended use beyond a reasonable comfort trial

• Has been washed

• Has been altered or modified

• Has been intentionally damaged

• Has been damaged through misuse, neglect, pets, or improper care

Original packaging is appreciated but is not required.

If the product was already damaged or defective when you received it, please report the issue as a damaged or defective product rather than as a Comfort Return.

How do I start a return under the 30-Day Comfort Guarantee?

Submit your request within 30 days of the recorded delivery date through our Returns Portal:

Start a Return or Exchange:
https://aligneer.org/apps/yanet-return/

You may be asked to provide:

• Your order number

• The email address used at checkout

• The product involved

• A short explanation of why it did not suit you

• Photos showing its current condition where requested

Please do not send the product back before receiving return authorisation and instructions from us.

The address printed on your original parcel may not be the correct return address.

Does approving my return request mean my refund has already been approved?

No.

For voluntary comfort or change-of-mind returns, approving your return request means you have permission to send the product to the authorised return address we provide.

The product must normally be received and inspected before the refund itself is approved.

If the returned product meets the conditions of our 30-Day Comfort Guarantee, we will then issue the approved refund to your original payment method.

Will I need to physically return the product?

For a non-faulty Comfort Return or change-of-mind return, you should normally expect to return the product.

After approving your return request, we will provide the correct return address and instructions.

A physical return may not be required in certain damaged, defective, incorrect, missing-item, or fulfilment-error cases.

We will tell you if a return is not required.

Where do I send my return?

Do not return an item to the sender address printed on the original parcel.

Once your return request has been approved, we will provide the authorised return address and instructions through our Returns Portal or by email.

For voluntary comfort and change-of-mind returns, the authorised return location may be in Singapore, regardless of the country from which your original parcel was dispatched.

Please do not send anything until you have received the correct return instructions.

Who pays return shipping?

For a non-faulty product returned under our voluntary Comfort Guarantee or because of a change of mind, the customer is responsible for arranging and paying return postage unless applicable law requires otherwise.

Customers outside Singapore should be aware that this may involve international return shipping.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

If the product is confirmed to be faulty, damaged, incorrect, or otherwise covered by applicable consumer law, Aligneer will provide the appropriate remedy and handle reasonable eligible return costs where required.

Do you charge a restocking fee?

No.

We do not charge a restocking fee on approved Comfort Returns or faulty-product claims.

When will I receive my refund?

For voluntary Comfort Returns, a refund is normally issued after:

1. Your return request has been authorised

2. The product has been returned to the authorised address

3. We have received and inspected the product

4. The return has been confirmed as eligible under our policy

The refund will then be issued to your original payment method.

Once Aligneer has issued the refund, it may take approximately 5–14 business days to appear in your account depending on your bank, card issuer, or payment provider.

Different statutory refund deadlines may apply where required by law.

What if my order arrives damaged, faulty, or incorrect?

Please submit a request through our Returns Portal as soon as reasonably possible.

Include where available:

• 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, repair, or another remedy depending on the circumstances and applicable consumer law.

In many confirmed damaged, defective, or incorrect-item cases, you will not need to physically return the product.

The 30-Day Comfort Guarantee does not limit statutory consumer rights relating to faulty or non-conforming products.

What if part of my order is missing?

Submit a request through our Returns Portal and tell us which item or component is missing.

We may request photographs of:

• The items received

• The parcel

• The packaging

• The shipping label

Once confirmed, we will arrange an appropriate solution.

Do UK customers have additional cancellation rights?

Yes.

Eligible United Kingdom customers purchasing online generally have statutory cancellation rights in addition to Aligneer's voluntary 30-Day Comfort Guarantee.

For most eligible online goods, you may notify us that you wish to cancel within 14 days after receiving your order without giving a reason and generally have a further 14 days to return the goods.

Different rules concerning return postage, original standard delivery charges, product handling, and refund timing may apply when you exercise your statutory UK cancellation rights rather than our voluntary Comfort Guarantee.

Please see our Refund & Returns Policy for the full UK-specific terms.

Nothing in our Comfort Guarantee limits statutory rights available to UK customers.

Customer Support

How can I contact Aligneer?

For general enquiries:

Email:
support@aligneer.org

For returns, exchanges, damaged products, or refund requests:

Returns Portal:
https://aligneer.org/apps/yanet-return/

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.