Atlas Headrest Knowledge Base

Warranty

We at Atlas Headrest are committed to your satisfaction with our products. Your Atlas Headrest comes with a 3-year parts warranty that covers defects in materials, workmanship, and functionality under normal use. If you experience any issues with your Atlas Headrest, we will make every effort to repair, replace, or refund your purchase at our discretion.

If you purchased your Atlas Headrest through an authorized dealer, please contact the dealer directly for any warranty requests. The dealer will handle the warranty request on your behalf and provide support as needed.

If you purchased directly from our website, please contact us at orders@atlasheadrest.com with your warranty concern. Pictures or videos of your concern are required to help us diagnose the issue. We will make the final determination of whether the issue is specifically covered under the warranty and eligible for repair. Please note that Atlas Headrest does not cover aesthetics such as scratches or scuffs, or abuse such as fabric rips, snags, soiled, or stained.

We do not warrant:

• changes in surface finishes, including colorfastness, due to aging, exposure to light or direct sunlight
• failure resulting from excess wear and tear
• pilling of textiles
• colorfastness or the matching of colors of textiles or surface finishes, including an exact match to
• damage, marking, or staining due to contact with rubber or similar compounds; damage from sharp objects or imprinting from writing instruments
• damage or marking of materials or abrading of textiles over time caused by sharp or foreign objects
• discoloration of textiles and surface materials due to soiling, stains, or dye transfer from clothing, including denim
• damage due to exposure to harsh chemicals, including some found in fabric dyes, laundry detergent, body lotions, hair products, etc.

Atlas Headrest does not warrant products that are exposed to extreme environmental conditions or that have been subject to improper storage.

Shipping Policy

It is our goal to ship your order within 2 business days, excluding US holidays. Your choice of shipping carrier or speed of delivery does not impact this time to prepare and process your order. Also, very few shipping options have guarantees related to the speed of delivery. This is especially true with USPS where 1, 2, or 3-day Priority Mail regularly exceeds their estimated delivery time. If you have a critical delivery time please contact us before placing your order to get an estimate of current lead-time.

Our packaging shows our brand name on the outside. Please give careful consideration to the delivery address and delivery company you choose. There are very limited options for replacement or reimbursement if tracking shows your package has been delivered to the address provided and you're unable to locate it. We despise package theft! Feel free to reach out if you want us to modify packaging to make it more discrete or change the delivery address to a secure location before shipping.

Orders shipped outside the United States may be subject to additional duties and taxes.

Additional duties and taxes are due on delivery and are your responsibility to pay.
As the buyer, you agree not to hold Atlas Headrest liable if tracking shows "Delivered" and if the package is stolen from your porch, mailbox or any other delivery drop off location. Please request "Signature Required Upon Delivery" if you are concerned about the security of your delivery location. If the delivery service chosen provides proof of delivery SHOWING DELIVERED, this means that the order is in the buyer's possession.

Customers who refuse delivery will be responsible for all shipping charges. This may include significant return shipping costs for orders shipped outside the United States.
Supply chains are still disrupted and we occasionally encounter short delays due to supplier disruptions. Additionally, delivery address errors and confirmation of less common colors (Carbon Remastered is a rare color and often confused with Graphite Remastered) can delay your order. Orders can take up to 2 weeks to ship. If your order is taking more than 5 business days to ship and you want to check on the status of your order, please feel free to reach us via e-mail at orders@atlasheadrest.com

Refund/Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to return it.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@atlasheadrest.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@atlasheadrest.com.
We provide a full merchandise refund for the original purchase. The customer is responsible for the return shipping costs. Additionally, if the customer is outside the USA they are responsible for any import fees.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We are happy to help you get the correct item. Please email us at orders@atlasheadrest.com to discuss exchange options.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Typically returns take 7 to 12 days to process. Please remember it can take some time for your bank or credit card company to process and post the refund too.

International Shipping

Do you ship internationally?

Yes! We ship to almost every country with attractive shipping rates. Nearly half of our daily shipments are international. We regularly ship all over North and South America, Asia, Europe, and Africa. In the checkout process you can see the shipping cost to your country when you enter the ship to address. If pre-payment of local taxes is available you will see that as well.
Can you declare the value lower so I don’t have to pay as much tax and duty?

This is not possible in many places. Customs scrutinizes packages in most circumstances, so the value must be the true value, or we run the risk of having the package returned to the shipper. We are also unable to declare items as gifts.

Aeron - Discontinued Fabrics

We offer many variants for our Aeron headrests, but some fabrics/colors are unsupported by us or have been discontinued by the supplier. We offer the best available match to our customers. See the image below for discontinued Classic, Tuxedo, and Wave pellicle colors.

Aeron Headrest SKUs

Below are the offered headrests for Classic, Gaming, and Remastered Aeron chairs.

Remastered 

Gaming

Classic

Cushion Headrest

Our cushion headrest is available in five variants. The Fabric Cushion options correspond with the Remastered Aeron colors: Mineral, Graphite, Carbon, and Black. The Vegan Leather Cushion uses black polyurethane leather with Graphite back plastic and arm mechanism. This is the recommended Cushion option for the Classic Aeron chair.

The Fabric Cushion is primarily spandex. This soft, supple, and flexible fabric has a lifespan of 20-200 years to break down completely, making it the obvious choice for our Cushion design.
One of our favorite qualities of this durable fabric is its anti-pilling feature. This will keep your headrest looking fresh, new, and like you don’t spend 8+ hours a day moving your head back and forth across it.

To clean this fabric, you’ll use warm water and a light, bleach-free detergent. Be sure to rinse the fabric well to remove any residual soap and let dry completely before use.

Other Cleaning Notes:

• Use cold water. Very light detergent. Don’t soak the cushion (foam). Very conservative with pouring water on it.
• baking soda for odors and staining
• do testing in a small unnoticeable spot.
• Recommended by HM for textile cleaning K2R cleaner: read complete instructions
• Prevent stain from creating a ring- spot clean, dab to avoid ringing or propagating the stain
• Avoid scrubbing to minimize fabric stretching

Aeron Product Information

The Aeron headrest is made up of two pieces along with a hardware pack: The headrest frame and the arm mechanism. The headrest frame is what our customer’s head makes contact with.

The arm mechanism hooks directly onto the chair. The hardware pack includes three installation screws, a 3/16” Allen key/wrench and a plastic aesthetic cover.
Our headrest is one size fits most about 95% of the time when the user is in the correct size chair for their body. Use the below chart to determine if the headrest will work for you.

When a part is lost by the customer, they may reach out for the part dimensions so they can check their
local hardware store for a replacement.

• Square nut size: 1/4”-20
• Hex Bolt Size (small - Aeron) : 1/4”x3/8” (oxide alloy steel socket head cap screw)
• Allen Key: 3/16” Metric Allen wrench

I am traveling with the headrest. What are the product dimensions so that I can plan accordingly to
fit it in my suitcase?

• A single suspension headrest box: 14.5x10.5x4.25” | weight: 3.8 lbs.
• Suspension without box: Roughly the headrest is ~11.5”Lx6.5"Wx4.75"H.
• Cushion without box: Roughly 12.5”Lx6.5”Wx4.25”H

Shipping Dimensions/Weight:

Old style cushion box dimensions: 14l x 11w x 8h
Single - 14.5x10.5x4.25 3.8lbs
Double - 15x11x9 7.6lbs
Triple - 15x11x14 11lbs
4-pack - (2 double packs)package as two sets of two; create two labels by splitting the packaging in ship station
5-pack - TBD* 20lbs*ship in 6 pack box with a blank placeholder, OR, ship 3 together and 2 together with
2 labels
6-pack - 22x18x15 23.4lbs*this is a loose fit box, so pack with foam on the sides
7-pack - 22x20x15 30lbs*pack into 8-pack with blank placeholder
8-pack - 22x20x15 34lbs
9-pack - 25x22x15*pack into 10-pack with placeholder
10-pack - 25x22x15 42lbs

Embody Product Information

The Embody headrest is made up of two main pieces and a hardware pack: The arm stalk and the cushion. The hardware pack includes two mounting screws, a 3/16” Allen key and a protective film strip. The protective film strip is included for the purpose of protecting the spine of the chair in the installation zone. It should be placed on the chair before the headrest is installed.

Vertical Reach: 12 inches over the back of the Embody chair. With a lowset horizontal pivot point, the headrest is able to be moved fully backwards and out of the way.

We offer many variants for our Embody headrests, but some fabrics/colors are unsupported by us or have been discontinued by the supplier. We offer the best available match to the customer.

Offered Fabrics:

Sync - Soft, smooth and felt-like, heathered appearance
Rhythm - Slightly slippery- think jersey-like material; small pinholes for breathability
Medley - Scratchier fabric, granular - think old-style couch upholstery material

From left to right, Black Sync, Black Rhythm, Cinder Medley

Unavailable Fabrics:

• Mercer (discontinued)
• Scatter (new, but unsupported)
• Balance (primarily discontinued and currently unsupported)

Packing Dimensions:

EMBODY
Single: 15"Lx7.5"Wx7"H
Double: 15”Lx8”Wx14”H
Triple: 15”Lx8”Wx21”H
4-pk: 15”Lx15.5”Wx14”H
10pk: 39x16x15 40lbs

Embody Headrest SKUs

Sync

Medley

Rhythm

FAQs

(These will each be their own article with links if needed)

Suspension vs Cushion Headrest?

The Cushion has the same body as the Suspension headrest, giving it a vertical travel reach of 11” over the back of the Aeron chair. A main advantage of the Cushion is that it cradles your neck more fully than the mesh. You get almost a neck pillow type feel. The fabric used is a nylon/spandex type material that is incredibly durable and will definitely last you as long as your chair. The cushion headrest will keep your neck nice and warm, so we typically recommend this headrest for anyone who seeks the cozier side of things!

{The Vegan Leather is very easy to clean up, so if you share a chair or spend long periods of time using your headrest, this is a great option! It's also a bit warmer as it is less breathable than the fabric Cushion option.}

The Suspensions are a tried and true choice because they seamlessly match the mesh and frame color of your Herman Miller chair. We use the same supplier as HM, so the materials are an exact match across the board. If you like the bouncy feel of your chair, then you'll love the suspension headrest! The fabric is incredibly breathable and durable making it a perfect fit for anyone who runs on the warmer side or works in a warmer office environment. The support offered by the mesh will be a bit firmer than the memory foam cushion. It gives you a very true sense of having your head 'suspended' above your chair.

Fabric or Leather Cushion?

The Cushion is compatible with both Classic and Remastered! The Vegan Leather and Fabric are the same cushion, shape, and support. The difference lies in clean-ability and breathability.
The Fabric is a soft, stretchy material, so it isn't as warm on the neck. The Vegan Leather wipes off very nicely. So if you "live" in your chair, share a chair, or just like to clean your headrest often, this may be the option for you! Since it's leather, it also is a bit warmer on your neck. The leather is not stiff though, still very soft and supple. This is available in black with a graphite frame.

The Vegan Leather, being composed of polyurethane will begin to break down before the fabric cushion will. Typically, with the proper care and maintenance, your vegan leather cushion will last 5-7 years. The fabric used is a nylon/spandex combo. This typically has a lifespan of up to 200 years to be fully broken down.

Leather or Suspension?

The Suspensions are a tried and true choice because they seamlessly match the mesh and frame color of your Herman Miller chair. We use the same supplier as HM, so the materials are an exact match across the board. It is made to last as long as your chair while providing you with the same great suspension feel you know and love from your chair. The mesh will be a bit firmer of a headrest- a very true sense of your head having the feeling of being ‘suspended’ above your chair. This is super easy to clean up using just a damp cloth and some mild, bleach-free detergent. It is safe to rinse this headrest under water- just be sure to let it dry completely before your next use.

The revised design of the Cushion has the same body as the Suspension headrest, increasing its height range from 9” to 11”. The memory foam is softer than the original version, but the curvature remains the same. If I had to choose a main advantage of the Cushion, I would say it cradles your neck more fully than the mesh. You get almost a neck pillow-type-feel. The Vegan

Leather is very easy to clean up, so if you share a chair or spend long periods of time using your headrest, this is a great option! It's also a bit warmer as it is less breathable than the fabric Cushion option. The leather is not stiff though, still very soft and supple. This is available in black with a graphite frame. Being composed of polyurethane, the PU leather will begin to break down before the fabric cushion will. Typically, with the proper care and maintenance, your vegan leather cushion will last 5-7 years.

Order Updates

When is my order shipping? When can I expect my order to ship? We state estimated lead
times on each product page and update them regularly when items are out of stock.
For in-stock items, most orders ship the same day or within 1 business day.
For out of stock items, we will provide the most accurate updates available to us and let the customer know that the estimated shipping timeline could change based on part availability, production capacities, or any other factors contributing to throughput of ready-to-ship items.

If an item goes out of stock after a customer has placed an order for it, we will reach out to them to let them know the most accurate estimated lead time for their order.

Order Changes

If a customer reaches out to modify their shipping address or change the color of their order, please make those changes in Shopify and ShipStation.
For changes to the product, update the product accordingly in Shopify. In ShipStation make a note of the new color SKU number in the ‘Internal Notes’ section, and mark the order using the purple tag ‘color changes’.

Use Template “Order Edit” or “Address Change” accordingly to respond to the customer.

Discounts

For customers inquiring about product discounts, it is important to note that we offer a returning customer coupon (which we are happy to extend to other customers upon request) for $5 off their order. The code to give them is ‘welcomeback5’.
We offer a 15% military discount once the inquirer has submitted verification of military status.
Once verified, you can share the code “ALLGOV.99”.
Government(including public university teacher)/First Responder (Fire, EMT, Police) - we offer a 15% discount also via “ALLGOV.99”.

What color is my chair?

When purchasing a chair directly from the manufacturer, there is a SKU sticker which includes a color code. This code will determine the color and fabric type used on the chair. See: Product Information - Chair SKU Cheat Sheet

Templates used: (A) What color is my chair? And (E) What color is my chair?

If a customer purchases their chair second hand or refurbished, the sticker will likely have been removed for warranty reasons. In these cases, we ask the customer to send a few photos of their chair in as close to natural lighting as possible, some close up, from behind and front view.

For Aeron, the fabric types and colors are pretty different. Classic and Remastered are easily distinguished by the mesh style. Classics have a thick, vertical stripe pattern. Remastered mesh has a thinner vertical striped, tri-colored weave. There are less common, discontinued meshes and frame colors. Please feel free to phone a friend to learn more about these colors.

For the Embody chair and matching headrests, use the file named “HM Embody Brochure” from Google Drive to identify uncommon colors or colors we do not offer.

The below image can be used to identify the many common colors we either offer or receive inquiries about. This file can also be found in Google Drive, named “AllEmbody.pdf”

Payment won’t go through

Double check zip code in billing address is the same as attached to the payment card. This is a commonly seen issue when someone does not update their address with their credit card company causing a problem with payment capture. This can sometimes lead to temporary authorization charges on the customer account. Authorization holds will automatically drop off on their own within 3-5 business days.

I have Black/Carbon Balance fabric. What would be the best color match?

We are not supporting the Balance Fabric at this time. That could change in the future, but for the time being, we offer universal matches from our Sync and Rhythm collections.

Is there a match for balance fabric in a color other than black or carbon?

Many Balance fabric colors are close in shade to many Rhythm colors. While the headrest options will not be perfect matches for the Balance fabrics, they are the closest available match.

Will your headrest work with my chair/can I put your headrest on other chairs?

We receive this inquiry in a number of ways. Our current offerings are chair specific. Aeron, Embody, and Fern headrests cannot be used with chairs outside their designated chair. We’ve had some ingenious customers fit our headrests to other chairs. We support DIY efforts to fit other chairs whenever possible.
Note: Doing a DIY fix may void the headrest warranty.

It is worth mentioning that the chair backs for the Embody and Aeron have not changed through the years. This means that whether your chair is 10 years old or purchased today, our headrests will fit them. Additionally, there is no difference in chair back for the Gaming vs. Standard Embody or Gaming/Remastered/Classic Aeron chairs/headrests. They are interchangeable.

Will your headrest void my chair’s warranty?

When installed and used per our instructions, our headrests do not affect the chairs they are used on in any way that would be cause for warranty concern.

Template used: Will this accessory void my chair’s warranty?

Caring for Your Headrest

Template used: Cushion Fabric Cleaning (Aeron cushion)

Do Not Import the Following For Now

Troubleshooting Aeron

*Whenever a customer is having problems with their headrest and they do not send any videos or photos, ask for photos/videos to get a better understanding of the problem and to find the best solution to resolve their problem*

Wobbly Headrest

Problem: The installation screws on the back of the headrest, located underneath the plastic aesthetic cover have become loose. Typically customers will send a video of the headrest appearing unstable. In some cases, the screws have fallen completely free and are rattling under the plastic cover. The video in this case may show a completely sideways headrest frame. This is due to only the center screw fastening the headrest frame to the arm mechanism.

Solution: Instruct the customer to use their Allen key to remove the center screw securing the plastic aesthetic cover. Remove the cover to reveal the two installation screws underneath.
Template: (A) Wobbly Headrest

Stubborn Arm Removal

Problem: The metal clamp bracket has become stuck in its position against the chair back lip.
Customers may mention that they have removed the hex bolt that is supposed to tighten the bracket down and the arm still cannot be removed.

Solution: The customer can try 4 different methods for removing a stubborn. See video “removing stubborn arm mechanism.mov” in drive for removal tips.
Template: (A) Stubborn Arm

Headrest Popping Off Chair

Problem: The headrest continuously pops off the chair after installation. Ask the customer for photos of the center of the arm mechanism so as to inspect the nut, bolt, and metal clamp bracket. You’ll want to keep an eye out for screw stripping, bent brackets, or missing silver square nuts.

Template: (A) Headrest Popping off- 2nd Response (use once photos/videos have been received)
Explanation: This is usually caused by an improper install which did not allow the metal bracket to be fully secured to the lip of the chair. Once the headrest hits the ground once, it can cause damaged pieces. Customer may need replacement pieces if damaged and is unable to get the headrest to remain on the chair.

Headrest Not Locking Position
Upper and Lower Bearing Alignment
Molding Gates (knob piece)
Edge Molding

Troubleshooting Embody

Horizontal Tension

Problem: Customer reports the headrest is moving backward under normal resting head weight.
Template: (E) Horizontal Tension
Explanation: Setting the horizontal tension is a two step process. The knob on the side of the arm mechanism should be tightened fully by hand. Then using the Allen key from the hardware pack, the knob should be tightened by inserting the short end of the key into the hex bolt within the arm mechanism and using the long end as leverage.

Many customers are simply unaware of the hex bolt within the key, and this issue is primarily resolved using this template.

If the 

Desire for Stronger Hold Response (for persistent folks who don’t like the non-locking design)

We wanted to take the time to explain that our headrest was not designed to lock position as it goes against our ergonomic philosophy that your seat should conform to your body, not the other way around. We recommend the headrest tension should be set to hold resting head weight but move under forces greater than normal resting head weight. That being said, we understand the desire for a stronger hold, and our team is committed to constantly improving our products. We appreciate you sharing this feedback!

Vertical Tension

Problem: Customer states that the headrest is sliding down or the vertical tension is not holding.
Template Response: (E) Vertical Tension
Explanation: Most often, the hex bolt in the center of the arm mechanism needs to be tightened.
The template response includes photos showing the location of this adjustment mechanism.

Yellow Staining

Problem: Customer states that the translucent back plastic on their Embody headrest is turning yellow.
Solution: (Domestic) Have them send theirs back using a prepaid return label, get their item back, repair, then issue invoice using return shipping product (should be same as exchange tiers) before sending the headrest back to them (International) Have them pay shipping costs for replacement- don’t get the old cushion back due to the uneconomical nature of international returns.

Molding Gates

Knob

Problem: Customer mentions that the “paint” or “rubber” is peeling in the area where the hex bolt is located within the horizontal adjustment knob.
Template: (E) Molding Explanation (knob piece)
Explanation: The template explains what a molding gate is and the critical function it serves in the injection molding process. It also states that the molding gates are in mostly hidden areas.

Mount Piece

Problem: Customer reports a “step” or misalignment with the mount piece once the headrest is installed on their chair.
Template: (E) Molding Explanation (mount piece)
Explanation: This is not a defect and is 100% intentional. This is just the way the part is molded.

Example photo:

Product Changes Over Time

Timeline of Product Changes through the years:

Aeron

Cushion Headrest: Shape redesign launched in 2022, prior to this, the headrest was bowtie-shaped and only came in black fabric and black vegan leather. The pivot bar used to be integrated in the headrest. It now comes separately. Now offered in 4 colors (matched to Remastered) + the Black Vegan leather(comes with graphite frame)
This shape change made the shape more congruent to our suspension headrest. The curvature remains the same.
It also increased the vertical reach from 9” to 11” (same as suspension)

Suspension Headrest: inner mesh portion redesigned from a pressed & glued in top cord to secure the mesh to an pre-molded fabric frame which is now pressed into the outer frame shell.
This happened sometime in late 2022-early 2023
Arm mechanism: small bits and bobs with the arm mechanism have changed- nothing crazy.

• We used to use a sticker under the uppermost/underside piece of the arm mechanism. We now laser our logo, a QR code & “Made in the USA” on the lower back plate
• Threaded Insert Change: Both upper and lower adjustment knobs used to be “knob screws” which threaded into an insert at the top of the arm mechanism. We now use a knob & carriage bolt pair for both adjustment mechanisms.
• Threaded Insert Change cont… The lower arm screws which secure the rounded plastic cover of the lower bearing housing used to thread into a brass insert within the rounded plastic cover.

The screws are now self-threading and the plastic cover does not have inserts.

Fern

Hook piece: This adapter was launched as a 3D-printed part which was then transitioned to a plastic-injection molded version in Dec 2023/Jan 2024. We now only use the molded adapter.
(Check with andrew on this timeline and for any other changes).