FAQ

100% Satisfaction Guaranteed!

At Kaidi Electrical we stand behind all products we sell. We are always striving to create a positive experience for our customers.  In order to ensure no issues in processing of your return you must follow the instructions in our return policy. Buyer is responsible for return shipping costs for any return not due to a Kaidi Electrical fulfillment issue. If the item being returned is for an exchange, Kaidi Electrical, will pay to ship the new item to the customer.  Please measure carefully and ask all questions prior to purchase. We are here to help. You can contact us by calling our customer service number (844) 423-8281 or by emailing office.orders@kaidielectrical.com

Kaidi Electrical guarantee does not cover items damaged by improper use, improper installation or customer damage not due to a Kaidi Electrical fulfillment issue.

Limited Warranty: 
Kaidi Electrical products come with a 5-year limited warranty.  All Kaidi Electrical items are guaranteed to be free from defects in workmanship and to perform as designed for a period of 5 year from purchase. This limited warranty does not cover misuse, unauthorized modifications, and external causes such as acts of nature. This Warranty does not apply to damage caused by accident, abuse, misuse or modification of the product.  This warranty is extended to the original end-user purchaser, beginning at the time of retail purchase. This limited warranty is the sole and exclusive remedy, offered in lieu of all other warranties, expressed or implied. Kaidi Electrical will not be liable for any indirect, incidental, or punitive damages arising from use of this product.

Replacement Warranty:
*Must be within the 5th year of purchase
*Provide copy of sales receipt or other documentation for proof or purchase
*Upload image of product label
*Once our customer service team has received and approved your replacement, you will receive an email with the replacement process instructions

Shipping Information

  • Lead Times
    • 3 to 7 business days (Holland, MI)
    • 10 weeks from Changzhou, China
  • Warranty
    • 5 year Mechanical and 5 year Electrical
    • Replacement – Drop ship to end users in 24 – 72 hrs
  • Samples
    • Available within 5 business days

Are you having an issue with
one of our bases?

No worries! here’s the easiest troubleshooting video ever. If you’re still having an issue, give us a call and we’d be happy to help!

Play Video

TROUBLESHOOTING

The first step for all troubleshooting will begin with Initializing.
Note: Check to make sure that the power cable and the table are free and clear of any obstacles. Table and cords must be able to ascend and descend without any binding, tightness, pulling, or collision interference.
  1. Check all cords to assure they are fully seated and secured with the built-in connector clip.
  2. Simultaneously, press and hold the UP and DOWN buttons. The legs will begin to descend at half-speed of normal operation. Do not release buttons.
  3. Continue holding both buttons. The legs will descend to the lowest position and then ‘rebound’ slightly. This rebound indicates that the base is initialized.
  4. Release the UP and DOWN buttons. Initialization is complete.
If Initialization continually fails, the handset will display an Error Code. Refer to the appendix below:

Possible Cause: Lifting columns and control box are disconnected.

Troubleshoot:
– Check if the connection between the lifting columns and control box are loose. If so, reconnect and be sure that the end connectors are fully seated and secured with the built-in connector clip. Run Initialization again.

– If there is damage found on the cable connector or the control box receptor, they will need to be replaced. If able, note the defective item and supplier. 

Possible Cause: The weight on the base is heavier than recommended.

Troubleshoot: 
– Remove any weight from the table.  Verify that the table is level and appears normal and run the Initialization process.

Possible Cause: Data interrupted, Control Box operating at Extreme Condition

Troubleshoot:
– Run the Initialization process.

Possible Cause: Button is stuck

Troubleshoot:
– Press the button several times to loosen/reseat the button.  If the button does not become free, replace the handset.

Possible Cause: Communication between the handset and the control box is interrupted.

Troubleshoot:
– Disconnect and reinstall the handset cable in the control box, assuring that the end connector is fully seated and secured with the built-in connector clip. If the connector will not fully seat and clip into the control box, determine if the handset connector is damaged or if the control box receptor is damaged.  Replace damaged item.

Possible Cause: the height of the table was incorrectly set. The handset needs to have the height readout reset.

Troubleshoot:
– Reset the height readout

  1. Simultaneously press the S button and the UP button for approximately 3 seconds. The first digit will begin to blink.
  2. Using the UP or down buttons, set the desired height.
  3. Press the S button. The next digit will begin to blink.
  4. Repeat steps 2 and 3 to change the 2nd digit.
  5. Press the S button and the 3rd digit will begin to blink.
  6. Repeat steps 2 and 3 to change the 3rd digit.

POSSIBLE CAUSE: Motor cable damaged; motor damaged

TROUBLESHOOT:
– Inspect for any visible damage is done to the motor cable.
– If no damage is found, wait 5 minutes and run the Initialization process.
– If damage IS found, then it will need to be replace damaged item with a new leg.

POSSIBLE CAUSE: Hall signal abnormal, obstruction in table operation

TROUBLESHOOT:
– Inspect the area for any object that is interfering above or below the tabletop. Run the Initializing process.
– If Initialization process cannot run, replace the damaged part.

POSSIBLE CAUSE: Malfunction inside the control box

TROUBLESHOOT:
– Disconnect the base from the main power source and let it rest for a minimum of 1-2 minutes. Plug the base back into the power source and run the Initialization process.
– If Initialization process cannot run, replace the damaged part.

POSSIBLE CAUSE: Power Adapter malfunction inside the control box

TROUBLESHOOT:
– Disconnect the base from the main power source and let it rest for a minimum of 5 minutes. Plug the base back into the power source and run the Initialization process.
– If Initialization process cannot run, replace the damaged part.

POSSIBLE CAUSE: gyro sensor malfunction, obstruction in table operation

TROUBLESHOOT:
– Inspect control box and ensure that it is tightly secured to the bottom side of the tabletop.
– Disconnect the base from the main power source and let it rest for a minimum of 1 minute. Plug the base back into the power source.
– Inspect the area for any object that is interfering above or below the tabletop. Run the Initializing process.
– If Initialization process cannot run, replace the damaged part.

If, after troubleshooting error codes E01-E03, and the base is still not functioning, replace the HANDSET.

If, after troubleshooting error codes E04-E07, and the base is still not functioning, replace the CONTROL BOX.

Let’s get you back up and running

Product and Component Catalog

KAIDI offers ample customization options to get you the perfect setup. View all of our components and review product specs by clicking below.

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FEET

LIFTING COLUMNS

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