2023 AV Recall Frequently Asked Questions

1. Why are you recalling the Luxor AV Carts?

  • We are recalling the A/V carts because they can become unstable when loaded with heavy objects such as box-shaped televisions (CRT TVs) and present a tip-over hazard if a child climbs on it.
  • To further ensure safety – especially in environments where children are present – we are providing free Repair Kits which include a metal plate, which should be installed by the consumer to the lower shelf of the cart to add stability and weight.
  • We urge consumers not to leave unsupervised children near the cart – especially if it holds a heavy CRT TV.
  • We also are reminding customers to never place more than 25 pounds of weight on each shelf of the cart as recommended in the new warning labels we are distributing with the ballast kit.

2. What do I need to do to ensure the safe use of my cart?

  • We urge consumers not to allow unsupervised children near the cart – especially if a heavy CRT TV, or other heavy equipment, is on it, and it is in a location where children are present.
  • We also are reminding customers to never place more than 25 pounds of weight on each shelf of the cart as recommended in the new warning labels we are distributing with the ballast kit.

3. Is the company aware of any other incidents of harm to children other than the four cited by the CPSC?

  • The most recent incident occurred in 2016.
  • We have received no reports of a tip-over accident that occurred in an environment where children were not present.

4. Will Luxor provide refunds to customers who purchased one of these AV carts?

  • We are happy to send to customers a free Repair Kit to add extra stability to the product. We are not offering a refund for the AV carts.

5. I live in Canada. Does this recall affect me?

  • Luxor is also recalling the AV carts in Canada and Canadian consumers are urged to participate in the recall. For more information, please see the Canadian recall announcement here: https://recalls-rappels.canada.ca/en

6. How much will the Repair Kit cost?

  • Luxor will send you the kit, including the metal ballast weight, instructions for how to attach it to your cart, and the warning labels free of charge.

7. How long will it take to receive my Repair Kit?

  • The repair kit including metal plate, instructions, and warning labels will be sent using either USPS or UPS and will take approximately 5-10 business days to arrive at the mailing address provided.

8. Are instructions available to help me install the metal plate to my cart?

9. Can I continue to use my cart while I wait for the ballast kit to arrive?

  • No - the CPSC and Luxor recommend that you not use the cart until you have received and installed a free Repair Kit and warning label.
  • We remind customers to never place more than 25 pounds of weight on each shelf of the cart – as recommended in the new warning label we are distributing with the Repair Kit.
  • We also urge consumers not to allow unsupervised children near the cart – especially if a heavy CRT TV or other heavy equipment is on it, and it is in a location where children are present.

10. Do I need a ballast kit if children are never present in the location where the cart is used?

  • The CPSC and Luxor recommend that you not use the cart until you have received and installed a free Repair Kit and warning label.
  • We also are reminding customers to never place more than 25 pounds of weight on each shelf of the cart as recommended in the new warning label.

11. I purchased my Luxor AV Cart through a reseller, online marketplace, or on Amazon, do I contact them about the recall?

  • There is no need for you to contact the seller of the cart. This recall is being handled by Luxor and we will handle any questions and process your request for the Repair Kit
  • All information about the recall is available and can be found on the Luxor website at luxorworkspaces.com/recall or you may contact us by phone 800-323-4656 from 8:30 a.m. to 4:45 p.m. CT Monday through Friday, or by email at recall@luxorworkspaces.com

12. I own multiple Luxor carts. Am I able to order more than one ballast kit?

  • If you own multiple carts, you can order multiple kits (up to 6 per form or contact us if you need more than 6). For all requests, verification of the cart through a picture is required, so for larger numbers of carts, the process will require verification of the number of carts owned and still in use.

For any additional questions regarding this recall, please contact us at 1-800-323-4656 from 8:30 a.m. to 4:45 p.m. CT Monday through Friday, by email at recall@luxorworkspaces.com, or online at www.luxorworkspaces.com/recall or www.luxorworkspaces.com and click on “IMPORTANT RECALL INFORMATION” at the top of the page for more information.