FAQ

Please find our frequently asked questions & their answers grouped by categories below. If you do not see your question here or need any further clarification, please contact us here or scroll to the bottom of this page for our quick contact form.

  • BUYING
  • SPEC IT! BUILD & QUOTE
    • I can't find the fabric I want to apply.

      There are multiple ways to find your fabric. Using the dropdowns: Make a dropdown selection to filter your textile options shown. For example, selecting “GR 1” or “grade 1” from the “GRADE” drop down will filter all of the grade 1 textiles in the Spec It! library. Using the search bar: Within each textile menu in Spec It! there is a search bar. Type in your fabric pattern or colorway. Hit enter. This will filter the textiles down to your entered word or words. If the textile does not exist in our system, it will not show on Spec It!. Please double check that everything is spelled correctly. Click COM for customer’s own material or COL for customer’s own leather: If the textile you need does not exist in the Spec It! library, simply click the COM or COL check box. Enter the textile details and select the grey button “apply”. This will wrap a fake COM/COL placeholder textile over your chair.

    • I can't get the fabric to apply to the chair.

      When selecting a fabric, please choose the color square of the fabric you would like to apply. Once you click on the color square, the fabrics detail for the textile will pop up. Beneath the details, click the grey button that says “apply”. Once you press this button, the textile will wrap around your chair. If you select the wrong textile, click the grey button “cancel”. This will take you back to the textile selections menu.

  • PURCHASING & ORDER PROCESS
  • SHIPPING & FREIGHT
    • How is my shipping method determined?

      The best method of shipping is determined by Via Seating. All packaging is included.

    • What are the freight terms?

      The dealer is responsible for all storage or holding costs associated with freight delivery. Charges are non-negotiable for any shipping costs outside of Via Seating typical shipping. This includes storage costs, holding costs, re-delivery charges, and change of address after shipment associated costs. Via Seating is not responsible for costs associated with missed delivery. Guaranteed delivery purchases must be made to the carrier.

    • Can I expedite my order?

      Expedited freight for overnight, second and third day delivery are available at an additional charge. For expedited freight, please contact one of our order specialists at orders@viaseating.com to provide a quote. Please allow 24 hours for all quotes.

    • Can I change my order?

      Change requests may result in a change fee. COM, COL and non-stock textile orders cannot be changed without restocking charges. For questions, please contact one of our order specialists at orders@viaseating.com.

    • Can I cancel my order?

      Cancel requests may result in a cancel fee. COM, COL and non-stock textile orders cannot be cancelled without restocking charges. For questions, please contact one of our order specialists at orders@viaseating.com.

    • What is the process for freight claims?

      To fill out a freight claim, please fill out our form found here. You may also contact one or our warranty specialists at warranty@viaseating.com to assist you through this process. details of freight claims:
      • All Via Seating products are carefully inspected and securely packed prior to leaving our facility.
      • All damage claims should be filed with Via Seating within five (5) days of receiving merchandise. The customer accepts responsibility for damage including concealed damage. Before accepting a shipment from the carrier, check for visible damage. Describe the visible damage on the freight carrier’s delivery receipt. If damage is concealed, contact Via Seating without delay, requesting inspection. If this inspection is not obtainable, describe the damage in writing, giving the date the damaged product was received and file a claim with via seating. Include pictures.
      • Claims must included a Returns Material Authorization (RMA) form
      • Returns are not accepted without prior consent from Via Seating and must have a Returns Material Authorization number assigned by Via Seating
      • Authorized returns are subject to a minimum 25% restocking charge depending on circumstances
      • Shipping costs for returned merchandise are the responsibility of the customer

    • I have received my order, but something is wrong with it. How can we fix this?

      We apologize that something has gone wrong with your order. We care about you having an incredible seating experience and would like to resolve this with you as quickly as possible. Please contact our customer service team at 1-800-433-6614 (press 1). You can also fill out our customer service contact form here→

  • INVOICING
    • When will I be invoiced for my product?

      Invoices are generated automatically the day your order ships and emailed to either the person placing the order, or your accounting department.  Not sure if the email is updated?  Contact ar@viaseating.com to check!  Please refer to your specific terms and conditions regarding payment.  If you need our remittance information please click … link to remittance – Via Inc.

    • Do you accept credit cards?

      Yes, we accept American Express, Visa, Mastercard and Discover.  Please contact ar@viaseating.com to receive our credit card authorization form.

    • How do I apply for a credit line?

      Applying for credit with Via is easy.  Provide an updated dealer information package to ar@viaseating.com, indicating how much credit you are requesting and then our AR team will review this and run a current D&B report.  From there, we will notify you of the credit amount and payment terms.

  • CARE & ASSEMBLY
    • Where can I find assembly instructions for Via Seating products?

      Via Seating provides assembly instructions for our chairs, outdoor furniture and more. These instructions are available in the download section of any product page and at our care & assembly page here. All Via Seating chairs arrive 95% our more, already assembled. Multi-use products and many other chairs arrive 100% assembled. Assembly instructions can be found on each product’s page or all compiled here→

    • How can I best care for my Via Seating products long-term?

      Please visit our care & assembly page here for guidelines on how to best maintain your Via Seating products. Care guides can be found on each product’s page or all compiled here→

    • Does my chair ship assembled?

      Most chairs ship 95% assembled (see instructions for connecting the base to the chair here→)

      There is an option to ship fully assembled, for an additional charge. For details, please contact your sales rep here→

  • WARRANTY
  • SUSTAINABILITY

contact customer service

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