FAQ | Secretlab US

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Before You Buy

Since its founding in 2014, Secretlab has effectively set a new standard for gaming chairs. The 2020 Series raises the bar even further, featuring durable and supple PRIME™ 2.0 PU leather, full-metal 4D armrests, and memory foam head and lumbar pillows. Secretlab chairs are made only from top-of-the-line materials and components, and we’ve worked with scientists at the Agency for Science, Technology and Research (A*STAR) to stress test and certify our upholstery for extreme durability and quality.

When you buy a Secretlab chair, you know you’re getting quality that is the result of years of R&D work and ceaseless iteration. The Secretlab 2020 Series is also backed up by a 5-year Extended Warranty, far exceeding the industry standard. Put simply, we’re prepared to stand behind our chairs for a long time.

In addition, Secretlab chairs are designed to combat poor posture, one of the most common causes of chronic back pain. Our specially formulated Cold-Cure Foam Mix is just the right balance between firm and soft, offering remarkable support and comfort. The included memory foam lumbar pillow shores up your lower back and relieves strain on your spine, while the adjustable 4D armrests let you rest your elbows, taking the pressure off your shoulders and neck. The chair effectively adapts to you, featuring also a multi-tilt mechanism with tilt lock that lets the seat base tilt back when you lean into the chair.

Finally, we believe in taking care of you directly. By cutting out the middleman and selling directly to you, we get rid of extra expenses like retailer and distributor margins and storefront costs. These cost savings are then passed on to you, so you get the best value when you buy from us.

Secretlab chairs offer different leather and fabric options. Both offer a similarly great sitting experience, but they have different properties that make them suited to different use cases.

Here’s a look at how they differ:

  • Spill-resistance
    Secretlab PRIME™ 2.0 PU leather is water-resistant—it won’t soak up liquid, so you can easily clean up any accidents. However, if you’re not a messy eater, SoftWeave® Fabric is a great option as well.
  • Breathability
    If you frequently perspire while sitting in front of your chair, you might prefer the Secretlab SoftWeave® Fabric. The threads are tightly woven for durability, but they still allow air to flow through, in this way reducing the build-up of heat.
  • Ease of maintenance
    PRIME™ 2.0 PU leather requires the occasional wipe-down to keep it in tip-top condition, but a slightly damp microfiber cloth should make quick work of dirt and light stains. On the other hand, while you don’t have to clean SoftWeave® fabric as often, it will take more effort to get stains out if it gets dirty. To learn more, check out our helpful Aftercare Guide.

Secretlab NAPA leather is our most luxurious upholstery offering. Made from genuine animal hide, it is buttery-soft and exceptionally cool to touch. This is the same leather used by luxury automobiles and boutique bags, and it is both very breathable and durable.

On the other hand, Secretlab PRIME™ 2.0 PU leather is a more accessible option that has been engineered to have the right amount of flex and softness without sacrificing any durability. It was designed to be easy to maintain and also contains no animal byproducts.

Regardless of the type of leather you pick, we recommend practicing a regular care regime to ensure it stays in tip-top condition for longer. For some quick tips, check out our Aftercare Guide.

We are currently working on securing a few locations where you can experience our award-winning chairs or the Secretlab MAGNUS Metal Desk for yourself. We’ll update our contact page with the locations once they become available. We’ll post news and announcements on our Facebook page as well, so be sure to like our Facebook page for quick updates.

Secretlab ships directly to customers in over 60 countries worldwide. To make things more convenient for you, Secretlab is also available through marketplaces like Amazon, Lazada, Shopee, and Tokopedia in select countries.

In order to ensure that you receive an authentic product and the best possible experience, we strongly encourage you to purchase your chair through our official website or the following marketplaces. For the full list of authorized channels in your country or region, please refer below:

The Secretlab website is available mainly in English. However, to facilitate a more accessible and convenient shopping experience for our international customers, we also support different languages in select regions.

For a full list of the different languages that you can view our website in, please refer below:

  • United States, Canada, United Kingdom, Australia, New Zealand, Singapore, Malaysia – English
  • European Union – English, German, French, Spanish, Italian
  • Korea – English, Korean
  • Japan – Japanese
  • The Philippines – English (Shopee and Lazada)
  • Thailand – English (Lazada), Shopee (Thai)
  • Indonesia - English (Shopee), Bahasa (Tokopedia)

The Secretlab MAGNUS was designed as a simple, fuss-free solution to cable mess. It has been engineered from the ground up to help you get organized and look good while doing it. Our in-house product and engineering teams spent years developing and fine-tuning every aspect of it, from the slimness of the table top to its elegant floating surface. The majority of the chassis is constructed from metal, so it’s exceedingly durable while still maintaining a slim and modern profile for greater leg room and improved air flow if you want to set your PC on the floor.

More crucially, the steel construction of the Secretlab MAGNUS allows it to support an entire proprietary ecosystem of magnetic accessories, designed specially for the desk. This includes the Secretlab MAGPAD™ Magnetic Leatherette Desk Mat, dedicated cable anchors and table leg sheaths, a headphone hanger, and more, so you can organize all your tech essentials and reduce clutter. The Secretlab MAGPAD™ is a full-coverage leatherette desk mat that adds an additional level of customization to your setup, and its plush leatherette delivers an unmatched feel under your skin.

The built-in cable management tray is covered by a hinged cover with an offset gap. This gap allows cables to be easily routed from the cable management tray to your devices, so you can set the Secretlab MAGNUS flush against the wall without crushing your cables.

We spent years studying how people work and play, so we could design a desk that would fit you better. We’ve optimized the height of the desk at 735mm (29”) to suit most people, but you can still fine-tune the height and raise it by up to 20mm (0.8”). Each leg is independently adjustable, and you can do so by using the included M5 Allen key to turn the screw at the bottom of each table leg. This allows you to achieve a perfectly level surface even if the floor is uneven.

No, you do not have to use the Secretlab MAGPAD™ with the Secretlab MAGNUS. However, we strongly recommend doing so as it will protect your desk surface and keep the Secretlab MAGNUS in better condition for longer. In addition, the plush leatherette delivers a more comfortable feel under the skin compared to steel.

The built-in cable management tray spans the entire length of the Secretlab MAGNUS and is spacious enough to hold all the cables in an advanced setup, large power strips, and more.

The Secretlab MAGRGB™ Diffused RGB LED Strip supports 4 custom lighting presets — Color Cycle, Static, Pulsing (Multi-color) and Pulsing (Single Color) — and 7 different colors via the included remote.

The Secretlab MAGNUS was designed to work with the vast majority of monitor arms with a screw clamp length of under 100mm. The offset gap in front of the rear hinged cover is wide enough to accommodate the clamping mechanism of most arms, while still allowing you to set your desk flush against the wall.

No, the steel surface of the desk is powder-coated so it is not conductive. In addition, it is further insulated when used with the Secretlab MAGPAD™ Magnetic Leatherette Desk Mat.

The Secretlab MAGNUS will also work with most Qi-certified wireless charging devices. However, it is not guaranteed to work with certain uncertified products.

The Secretlab MAGNUS is currently available with a length of 1.5m (59.1”). We are currently working on a more compact model with a length of 1.2m (47.2”) to accommodate smaller spaces. Register your interest here and we’ll let you know when it’s available to buy.

Orders & Payment

You can pay for your order securely with Stripe, which accepts both credit and debit cards. Alternatively, you can opt for quick checkout via PayPal or Amazon Pay. You can select your preferred payment method at checkout.

We offer flexible financing powered by Affirm.

Affirm offers easy financing — without a catch. There are no gimmicks like deferred interest or hidden fees, so the total you see at checkout is always what you’ll actually pay. Simply select Affirm as your payment option when you checkout. Find out more about Affirm here.

Payment with Affirm is not available for products with a pre-order time of longer than 30 days.

We aim to ship your order to you as soon as possible, so it may already be on its way to you. As a result, we recommend that you double-check your order before checking out.

If you’d like to change your order but it is already on its way to you, please reach out to our support team via our Contact Form as soon as possible. They’ll do their best to assist you with rerouting your order on a best-effort basis.

Once your order has been successfully placed, we’ll send you an order confirmation email with your order details. When your order ships, you’ll then receive a shipping confirmation email with a tracking number so you can track the delivery of your order.

Pre-Order
When you purchase a product on pre-order, the estimated shipping date for your order at the time of your purchase will be indicated in your order confirmation email. This date is an estimate of when your order will be back in stock and shipped to you.

Once the shipment for your order arrives, we’ll work to dispatch it to you as soon as possible. A shipping confirmation email with a tracking number will be sent to you once your order is on its way so you can keep track of its delivery.


Shipping

Shipping generally costs around US$29 via FedEx Ground for one Secretlab chair or Secretlab MAGNUS Metal Desk. The final shipping cost will depend on your location and is calculated at checkout. We also offer promotions for free shipping from time to time, so keep a lookout for them!

We ship to residential or commercial addresses in the 48 contiguous United States. However, FedEx Ground delivery is unable to deliver to any military APO, FPO, and DPO destinations.

If you have special delivery requests, such as calling in advance, scheduling delivery dates, or leaving the package in a specific location, you’ll need to reach out to FedEx directly after placing the order.

Our warehouse is based in Tennessee and Utah and orders usually take up to 1 working day to be processed and delivered within 3 working days. Exceptions include distant locations* and stock availability.

* May take up to 5 working days.
** Secretlab will not be held accountable for any delays in shipping due to customs or carrier delays, and unforeseen circumstances outside of our control.
*** We’re expecting additional delivery delays to your orders as a result of the recent Suez Canal blockage and the high volume of sales. We ask for your patience as we work to get your order to you as soon as possible.

You’ll receive a shipping confirmation email with a tracking number when your order ships. However, the tracking information can take up to 24 hours to update, so don’t worry if it doesn’t show up immediately.

Unfortunately, due to the size of our products, FedEx is unable to deliver to high-floor apartments without lift access. If your apartment lacks lift access, we recommend making sure you’re home on the day of delivery as our delivery partners will only be able to deliver the Secretlab MAGNUS to your building. You’ll receive an email with a tracking number when your order ships, so you can easily track your order and check when it is arriving.


Warranty, Refund & Return

Our warranty policy can be summarized as follows:

  • Up to 5-years warranty on all functionality portions of the chair. Aesthetic defects and damage due to misuse of the chair are not covered.
  • Submit a warranty claim via our Contact Form with image/video attachments of relevant affected area.
  • Secretlab reserves the final right in determining if a benefit under the warranty can be claimed.

Read our full warranty statement here

We are unable to provide exchanges for our products at the moment. However, we do have a Return & Refund policy in place which you may refer to for more information.

In the unlikely event that you encounter any damaged, defective or missing parts, please drop us a ticket on our Support Form with photos of the affected area and your order number so our Support team can do their best to assist you.

The Secretlab 5-Year Extended Warranty Program is only available to Secretlab 2020 Series chairs.

If you recently purchased a 2020 Series model, simply post a photo of your new chair on social media—this applies to Facebook, Instagram, Twitter, Reddit, YouTube or Twitch—with the hashtag #Secretlab. Make sure your post is set to public, and then submit the post URL on our Warranty Extension page.

You should receive an email update regarding your application within 5 working days.

Our warranty policy can be summarized as follows:

  • 5-year warranty on use as a desk. Aesthetics, misuse and normal wear and tear are excluded.
  • Submit a warranty claim via our Contact Form with image/video attachments of relevant affected area(s).
  • Secretlab has the final right to decide if a claim under the warranty is valid.

Read our full warranty statement here.


Assembly & Care of Products

Upon purchase and fulfilment, a confirmation email containing an Assembly Video as well as an Assembly Guide will be sent to your inbox. You can also find the Assembly Video and Assembly Guide in our Resources page.

The Assembly Video and Guide will give you a step-by-step visual walkthrough, as well as some important safety information to keep in mind. So, watch it through at least once before you start. Most users take about 20 minutes to assemble their chair.

If you run into any issues during the assembly, please feel free to contact us through our Contact Form and our support team will do their best to help you.

Secretlab chairs are exceedingly durable, but proper aftercare is still crucial to ensure they stay in good condition for a long time. This means keeping liquids away from your chair, and also wiping it down once in a while to keep it clean. We’ve compiled a handy Aftercare Guide with more detailed instructions, and you can refer to that for more information.

We do not ship pre-assembled products to ensure that they do not get damaged during transport. However, we’ve done our best to simplify the process by including a detailed assembly guide with every product. Alternatively, you can refer to the full video assembly guide on our Resources Page.

You can use TaskRabbit to book a skilled Tasker to help you with the assembling of your new chair and/or Secretlab MAGNUS Metal Desk. More details can be found on the TaskRabbit website.

However, do note that certain steps in the assembly process of the Secretlab MAGNUS Metal Desk are recommended to be performed by two people. When booking a Tasker to assemble your Secretlab MAGNUS, do bear in mind that you may need to assist the Tasker during these steps. Alternatively, you can hire a second Tasker.

Upon purchase and fulfillment of your order, we’ll send you a confirmation email containing an assembly video and guide. You can also find the assembly video and guide on our Resources page.

The assembly video and guide will walk you through each step of assembly. We strongly recommend that you watch this before attempting to assemble your Secretlab MAGNUS as it contains vital safety information and tips that will make your assembly process smoother.

While the Secretlab MAGNUS features an extremely sturdy and durable steel chassis, proper care is still crucial to ensuring it continues to stay in good condition. Avoid using abrasive scrubbers or cleaners as they can potentially damage the powder-coated finish of the desk. Use a cloth with water or mild, non-detergent soap to wipe it down regularly.

The Secretlab MAGPAD™ is constructed from plush and durable leatherette, but proper aftercare is still crucial to keeping it in tip-top condition. Treat it the way you would treat your Secretlab chair — keep liquids away from it and wipe up any spills immediately. You can wipe it down occasionally to keep it clean as well.

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