Question 1

Does Base12 have any brick-and-mortar retail locations?

Accepted Answer

Currently, Base12 operates exclusively online, offering our full range of products through our online store. While we do not have physical retail locations, our online store is designed to provide a comprehensive shopping experience, complete with detailed product information, customer reviews, and support from our customer service team to assist with any inquiries or concerns.

Question 2

Do your products come with a warranty?

Accepted Answer

Yes! All our products are covered by a one-year warranty from the date of purchase, protecting against defects in materials or workmanship. This doesn't cover damage from accidents, misuse, or normal wear and tear. If you experience a warranty issue, please contact our customer support with your order number and a photo or video of the problem—we’ll be happy to help with a repair, replacement, or suitable solution.

Question 3

Who is covered, who is not covered under the warranty?

Accepted Answer

This warranty is valid only for purchases made from Base12's official online retail website (www.base12official.com). It does not cover products bought from other retailers or any third-party sales channels. For support with such purchases, please contact the respective sellers directly.

Question 4

How can I track my order?

Accepted Answer

Once your order has been shipped, you will receive an email with a tracking number. You can use this number on our website or the carrier's website to track your package. You can also track your order at our Tracking page https://17track.net/en

Question 5

How long will it take to receive my order?

Accepted Answer

The shipping process consists of two main stages. First, our third-party logistics provider (3PL) processes and ships your order within 1–2 business days. Once shipped, the estimated delivery times for each shipping zone:United Kingdom (Royal Mail): 2 to 4 business daysUnited Kingdom (DPD24): 1 to 2 business daysEuropean Union (Local Carriers): 3 to 5 business days-Northern Europe (Norway, Switzerland) (Local Carriers): 5 to 7 business daysUSA (UPS Ground): 2 to 5 business daysOther countries (Standard International): 7 to 14 business days

Question 6

Where do you ship to?

Accepted Answer

We ship worldwide, with fulfillment centers in the UK, EU, and USA.EU Customers: Orders are shipped from within the EU, so no duties or import taxes apply.USA Customers: Domestic shipping is available.UK Customers: Express shipping is offered at checkout for an additional cost.

Question 7

How much does shipping cost?

Accepted Answer

Shipping charges vary based on the destination country and the size of the order. These charges will be calculated and displayed at the checkout stage. For international orders, please be aware that additional import taxes may be applied by your local government or carrier upon delivery. For more information, please refer to our shipping policy.

Question 8

What payment methods do you accept?

Accepted Answer

We accept various payment methods, including Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and more.

Question 9

Can I get an invoice?

Accepted Answer

Yes, please provide your order number and contact us for an invoice.

Question 10

I received the wrong item, what should I do?

Accepted Answer

We’re sorry about that! Occasionally, mistakes can happen during packing. Please contact us with your order number and a description of the item you received, and we’ll make sure you get the correct product as quickly as possible.

Question 11

Do you ship to PO Boxes?

Accepted Answer

We can only deliver standard UK orders to PO Boxes. Expedited UK deliveries via DPD cannot be sent to a PO Box. Unfortunately, we do not ship to PO Boxes outside of the UK at this time. If an order is placed with a PO Box address where delivery isn't possible, it may cause delays—so please use a residential or business address where possible.

Question 12

Why did I only receive half of my order?

Accepted Answer

Some items may arrive separately as we ship from multiple warehouses. If part of your order hasn’t arrived yet, it’s likely still in transit. Need help tracking it? Just get in touch with your order number and let us know what’s missing—we’ll be happy to help!

Question 13

What if my order is damaged?

Accepted Answer

If your order arrives damaged, contact us with your order number and photos of the damaged items. We’ll be happy to replace the product or issue a refund based on your preference.

Question 14

What if my order was lost / not delivered / an item is missing?

Accepted Answer

If your order is lost, not delivered, or missing an item, contact us here with your order number. Our team will resolve the issue promptly by working with the shipping carrier to track down your package or provide a solution.

Question 15

What if my shipping address is incorrect?

Accepted Answer

Once an order is placed, we cannot reroute it. Please double-check your address before completing your purchase. If you need to update it, contact us here as soon as possible, and we’ll do our best to assist.

Question 16

Will I have to pay duties or customs fees?

Accepted Answer

UK Customers: No duties or import taxes apply. EU Customers: No duties or import taxes apply. USA Customers: No duties or import taxes apply. Other International Customers: Any customs duties, taxes, or import fees that may apply are the responsibility of the customer. These charges, if applicable, are determined by your local customs authority and are not covered by Base12.

Question 17

Will I be charged duties and taxes for orders shipped to the USA?

Accepted Answer

U.S. import duties and taxes may apply depending on your delivery address and the items in your cart.

Question 18

How will these costs appear at checkout?

Accepted Answer

All applicable U.S. duties and taxes are calculated automatically and shown clearly before you pay. They appear as a separate line usually labelled “Duties & Import Taxes” so you can see exactly what you’re paying alongside the product price and shipping.

Question 19

My order is marked as delivered, but I didn’t receive it. What should I do?

Accepted Answer

If your order shows as delivered but hasn’t arrived, please get in touch with us and include your order number. It’s also helpful to confirm that the shipping address on file is correct. Before contacting us, we recommend checking around your property (porch, mailbox, side entrances, etc.) and asking household members or neighbours in case someone accepted the package on your behalf. Once we’ve confirmed the details, we’ll investigate and take the appropriate next steps—whether that means issuing a refund or resending your order.

Question 20

Are there any countries or regions you don’t ship to?

Accepted Answer

We ship to most countries worldwide from our fulfilment centres in the UK, EU, and USA.However, due to shipping restrictions, customs limitations, or courier coverage, there are a few countries and regions we are currently unable to deliver to:Restricted Countries and Territories:French GuianaFrench Southern TerritoriesMayotteRéunionCyprusSaudi ArabiaSan MarinoVatican CityGuadeloupeMartiniqueSt. BarthélemySt. MartinSt. Pierre & MiquelonRestricted Regions:Canary Islands (Santa Cruz de Tenerife, Las Palmas)We apologise for any inconvenience this may cause and appreciate your understanding.

Question 21

What are the main differences between the Nexstand K2, Nexstand K1, and the Graviton Laptop Stand?

Accepted Answer

The Nexstand K1 is the standout choice, supporting laptops up to 18 inches and weighing only 150 grams. It offers 7 height options ranging from 14 to 30 cm and can hold up to 8 kilograms. Made from durable carbon fiber, it combines exceptional strength with lightweight portability. When folded, its compact dimensions are 33 x 4 x 4 cm, making it easy to carry anywhere.It also features specially designed soft-grip landing pads—ideal for gaming laptops and thicker models. See image for details.The Nexstand K2 provides 8 height options ranging from 14 to 29 cm, supports laptops up to 17 inches, and can hold up to 9 kilograms. It is ultralight at 237 grams and made of glass fiber reinforced nylon, making it highly portable and adjustable. Its folded dimensions are 35.6 x 3.8 x 3.8 cm.The Graviton Laptop Stand, with 3 height settings ranging from 9.4 - 24.9 cm, supports laptops up to 17 inches, and can hold up to 8 kilograms. Made of glass fiber reinforced nylon, it is 170 grams. When folded, its dimensions are 33.5 x 3.5 x 3.5 cm.To compare the features of our different laptop stands, please visit our comparison page.

Question 22

What are the key features of the Nexstand K1 Carbon Fiber Laptop Stand?

Accepted Answer

The Nexstand K1 is designed with a premium carbon fiber frame, making it lightweight and durable. It features seven adjustable height settings, allowing for optimal ergonomic positioning. The stand is also foldable and portable, weighing only 150 grams, which makes it easy to carry in its provided nylon sleeve​. Additionally, the K1 includes soft rubber pads behind the arc grips, offering enhanced grip and support for bulkier laptops, such as gaming laptops, to ensure stability and prevent slipping. See image for details.

Question 23

Which laptop sizes are compatible with the Nexstand K1?

Accepted Answer

The Nexstand K1 supports laptops up to 17 inches in size and a keyboard width exceeding 22 cm. Its universal compatibility makes it suitable for a wide range of laptops, from ultrabooks to high-performance gaming laptops.

Question 24

Which laptop models can the Nexstand K2 support?

Accepted Answer

The Nexstand K2 is compatible with any laptop that has a front edge measuring less than 2.2 cm and a keyboard width exceeding 25 cm.

Question 25

What are the dimensions of the Nexstand K2 when folded in the carry bag?

Accepted Answer

The Nexstand K2 measures 35.4cm (14”) by 4cm (1.5”) by 4cm (1.5”) when folded up.

Question 26

What material is the Nexstand K2 made from?

Accepted Answer

The Nexstand K2 is made from industrial-grade reinforced nylon and high quality metal fittings.

Question 27

What is the difference between the Nexstand K2 and the Nexstand K7 model?

Accepted Answer

The Nexstand K2 is our original and flagship laptop stand with 8 different height adjustment settings. The Nexstand K7 was launched in 2019 as a lite version of the K2. The K7 is a laptop riser so it is not height adjustable like the K2. However, the K7 is more compact and lighter than the K2.

Question 28

I’ve lost the Bluetooth USB receiver for my Base12 Keyboard and Mouse. Can I order a replacement?

Accepted Answer

Unfortunately, we don’t offer replacement USB receivers specifically for the Base12 keyboard and mouse. However, you can try and use a universal USB receiver instead—these are widely compatible with many devices and available from most electronics retailers or online stores. They’re typically easy to set up and should work seamlessly with your Base12 products.

Question 29

The rubber contact pads on the Nexstand K2 are missing

Accepted Answer

Replacement Nexstand K2 3M landing pads can be purchased here.

Question 30

I have lost the storage bag the Nexstand K2 or Nexstand K1 came with.

Accepted Answer

Replacement Nexstand K2 carrying sleeve can be purchased here. Replacement Nexstand K1 carrying sleeve can be purchased here.

Question 31

What size laptop will fit the Base12 Laptop Sunshade?

Accepted Answer

Comfortably fits laptops and tablets up to 15" in diameter.

Question 32

How do I set up the Nexstand K2 laptop stand?

Accepted Answer

Setting up your Nexstand K2 laptop stand is simple. Please open the stand using the skid-free round or sqaure 'feet', as shown in the instruction manual. This should allow for a smooth opening action.Here's an example video to demonstrate the smooth motion you should expect for the Nexstand K2 model. Just unfold the stand, adjust the height to one of the eight available settings, and place your laptop on it. Make sure the front edge of your laptop fits securely into the stand's grips to ensure stabilityIf you're using an ultra-thin laptop, insert the included spacers into the pivot grips to keep it snug and secure.

Question 33

Can I stand while using the Nexstand K2?

Accepted Answer

Yes, it’s possible to use the Nexstand K2 in a standing position by placing it on a raised surface. For a more comfortable and ergonomic standing setup, we recommend pairing the Nexstand K1 or K2 with a height-adjustable standing desk and an external keyboard and mouse.

Question 34

What are the optional spacers for the Nexstand K2, and what's their purpose?

Accepted Answer

The included spacers are designed for ultra-thin laptops. They provide a more secure fit in the stand’s grips, helping prevent any wobbling or slipping.You can refer to our setup video [0.07sec] for a quick demo on how to install them.If you have lost your spacers, they can be purchased here.

Question 35

My Nexstand K2 or K1 doesn't open smoothly, what can I do?

Accepted Answer

Please open the stand using the skid-free round or sqaure 'feet', as shown in the instruction manual. This should allow for a smooth opening action.Here's an example video to demonstrate the smooth motion you should expect for the Nexstand K2 modelHere's an example video to demonstrate the smooth motion you should expect for the Nexstand K1 model

Question 36

Will the Nexstand K2 spacers or grips scratch my laptop?

Accepted Answer

No, the Nexstand K2 is designed to protect your laptop. The optional spacers help ensure a secure fit for ultra-thin devices like the MacBook Air without causing damage.The stand also includes:Soft rubber grips to hold your device firmly in place3M rubber landing pads to prevent slipping, wobbling, and surface scratchesFor the best experience, ensure that the spacers are properly installed and follow the setup instructions provided. If you’re ever unsure, you can always refer to the Nexstand K2 setup video.

Question 37

What is your return policy?

Accepted Answer

We offer a 30-day return window from the date you receive your order. To be eligible, items must be unused, in original condition with all packaging and accessories, and include proof of purchase.To start a return, contact us here with your order number and reason for return. Return shipping costs are the customer’s responsibility.Refunds are processed within 1 week of receiving and inspecting the returned item. Returns that don’t meet the criteria may be declined.For more. details, please check our return/refund/exchange policy here.

Question 38

How do I return a faulty item?

Accepted Answer

We're really sorry if you've received a faulty item—we know how frustrating that can be.To start a return, please contact us here with your order number and attach any photos or videos showing the issue. Once we’ve reviewed your request, we’ll email you return instructions.We aim to respond within 1–2 business days and process refunds within a week of receiving the returned item at our distribution centre.

Question 39

What is the cancellation policy for orders that have already been shipped?

Accepted Answer

Once an order has been processed and shipped, it cannot be cancelled. You may only cancel and receive a refund for any orders that have not yet been shipped. Please review your order carefully before submitting it to avoid any inconvenience. If you have any questions or concerns, please don't hesitate to contact our customer support team.

Question 40

Can I get a refund on my purchase?

Accepted Answer

Yes, we're happy to offer a full refund under the following conditions:If you're not satisfied with your purchase within 30 days of receiving it, orIf the product is found to be faulty within one year of receipt.Please note: return shipping costs are not refundable.To request a refund, just contact us here with your order number and details.

Question 41

How does using a laptop stand improve my posture?

Accepted Answer

A laptop stand elevates your screen to eye level, encouraging a more upright sitting position and helping you maintain a neutral spine. This can reduce strain on your neck and back, and help prevent the hunched posture that often develops with prolonged laptop use.

Question 42

Can a laptop stand help reduce neck and shoulder pain?

Accepted Answer

Yes, a laptop stand can help reduce neck and shoulder pain by preventing you from looking down at your screen for extended periods. By keeping your screen at eye level, you minimize the strain on your neck and shoulders, promoting better ergonomic alignment.

Question 43

What are the long-term health benefits of using a laptop stand?

Accepted Answer

Long-term use of a laptop stand can lead to improved posture, reduced risk of repetitive strain injuries, and decreased likelihood of developing chronic neck and back pain. It also promotes a more comfortable and productive working environment.

Question 44

Is it necessary to use an external keyboard and mouse with a laptop stand?

Accepted Answer

While not absolutely necessary, using an external keyboard and mouse with any laptop stand setup is highly recommended. This arrangement allows you to maintain a more ergonomic posture by keeping your wrists and hands in a neutral position, reducing the risk of strain and discomfort.

Question 45

How does a laptop stand contribute to overall well-being and productivity?

Accepted Answer

By promoting better posture and reducing physical discomfort, a laptop stand helps you stay focused and productive for longer periods. Improved ergonomics can lead to less fatigue and fewer interruptions caused by pain or discomfort, contributing to overall well-being.

Question 46

Can using a laptop stand help prevent repetitive strain injuries (RSIs)?

Accepted Answer

Yes, using a laptop stand can help prevent RSIs by encouraging a more ergonomic workstation setup. By keeping your screen at eye level and using an external keyboard and mouse, you reduce the strain on your wrists, hands, and arms, which can help prevent RSIs.

Question 47

Will the Nexstand K1 or Nexstand K2 help my child when they are using a laptop?

Accepted Answer

Yes, both the Nexstand K1 and K2 are excellent tools for supporting healthier posture in children. Because they’re height adjustable, you can easily set the screen to a level that suits your child’s eye line—helping to reduce slouching and neck strain.Why this matters for growing bodies:Children are particularly vulnerable to poor posture habits because their musculoskeletal systems are still developing. Prolonged laptop use without proper setup can contribute to:Forward head posture (linked to muscle imbalances and chronic neck pain)Rounded shoulders and back discomfortEye strain from looking down at screens too closelyAccording to research by the British Chiropractic Association and various ergonomics experts:“Children are increasingly experiencing back and neck pain, often linked to poor posture during screen use.”— British Chiropractic Association, 2020Another study published in Applied Ergonomics found that raising screen height significantly reduced neck flexion, helping users maintain a more upright posture (Straker et al., 2008).Best Practice:To ensure an ergonomic setup, we recommend:Using the Nexstand K1 or K2 to raise the laptop screen to eye levelPairing it with an external keyboard and mouse so your child can keep their arms and wrists in a natural, relaxed positionEncouraging breaks from screen time every 30–45 minutesBy building these habits early, you're helping protect your child's spine, reduce fatigue, and support better focus during learning or homework time.

Question 48

Can the Nexstand laptop stands support gaming laptops?

Accepted Answer

Yes, Nexstand laptop stands, including the K1 and K2 models, are designed to support a wide range of laptops, including high-performance gaming laptops. They provide stability and improved airflow, which are essential for gaming devices.The Nexstand K1 also features soft rubber landing pads behind the arc grips, which provide better grip and support for bulkier gaming laptops. This helps ensure a stable hold and prevents slipping when adjusting your laptop’s position. See image for details.

Question 49

Can I use the Nexstand K1 or K2 with a tablet or iPad?

Accepted Answer

Yes, although the Nexstand K1 and K2 are primarily designed for laptops, they can also support tablets and similar devices when used with a folded case for added stability.Here’s an example with a Microsoft Surface Pro setup. And another setup using the K2 with an iPadIf you’re looking for a stand designed specifically for tablets, our tablet stand may be a better fit. It’s tailored for iPads and offers a more secure and ergonomic experience.

Question 50

Can I be an affiliate for Nexstand?

Accepted Answer

We’re excited to grow the Base12 community with passionate creators, communities, and partners who genuinely love our products. To keep things fair and aligned with our values, there are a few important rules you’ll need to follow.❌ No coupon or discount code sites❌ No brand bidding or paid search using Base12 keywords✅ Only genuine content creators, communities, or email listsIf that sounds like you, we’d love to have you onboard!We offer:10% commission per sale30 days cookie policy$100 USD average order valueYou can apply for an account here.

Question 51

Can I work with you as an influencer?

Accepted Answer

Yes, we’d love to hear from you!If you're interested in collaborating with us as an influencer, please get in touch.To help us review your request, include the following details:Your full name and locationLinks to your social media profilesAudience size and engagement ratesA brief description of your audience demographicsAny previous brand collaborations (if applicable)Why you think you’re a great fit for our brandWe look forward to hearing from you! Contact us here to explore collaboration opportunities.

Question 52

How can I start a wholesale account with Base12?

Accepted Answer

For any wholesale inquires please contact us here with:- Name of Store- Where you are located- Other brands you carry- Pictures of your shop-Web-link to your store

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