Frequently Asked Questions

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Before You Buy
Why choose a Secretlab chair over other chairs?

At Secretlab, we recognize the importance of having an ergonomic chair. Statistics have shown that people spend more than half of their waking hours sitting down, and on chairs with insufficient support. This results in a high chance for improper posture, which can lead to chronic back health problems over time.

The Secretlab 2020 Series is the gold standard of gaming seats—internationally recognized and certified for both quality as well as reliability for the best sitting experience.

Since 2014, the unparalleled comfort and support provided by Secretlab chairs has been winning awards and hearts worldwide. This is why Secretlab is the preferred choice of many global esports tournaments, gaming professionals, and enthusiasts all over. After all, our founders, Ian and Alaric played StarCraft II competitively, and have experienced first-hand the physical rigour and strain from spending long periods on chairs that simply fell short.

In addition, to ensure you get the best value, we sell directly to you. This eliminates extra costs such as overseas distributor margins, local distributor margins, retailer margins, and storefront costs.

Choosing a Secretlab chair is an investment in comfort. It's easy to overlook the importance of a chair that supports you well and keeps you comfortable, but your back will thank you in the long run.

Which should I choose: Secretlab PRIME™ 2.0 PU Leather or Secretlab SoftWeave™ Fabric?

Secretlab chairs come in leather and fabric options and both will offer you the same great seating experience.

Ultimately it boils down to personal preference, but here are some differences between leather and fabric that may help you decide.

  • Durability
    The Secretlab PRIME 2.0 PU Leather is water-resistant, making it the better choice if you’re prone to accidental spills. If you’re confident about keeping food or liquids away from your chair, then feel free to choose between either of our top-quality upholsteries.
  • Breathability
    The Secretlab SoftWeave™ Fabric was designed with breathability in mind—while the threads are tightly woven for durability, they still allow for air to flow through, helping to dissipate heat more easily.
  • Ease of maintenance
    PU leather is easy to take care of with some quick maintenance every now and then. While our SoftWeave™ fabric does not require maintenance as often, it will take some effort to clean if it gets dirty. To learn more, check out our Aftercare Guide.
What is the difference between the Secretlab PRIME 2.0 PU Leather and Secretlab NAPA Leather?

Secretlab NAPA leather is buttery soft, exceptionally cool to the touch and designed to be very breathable and durable. This is the same leather used for luxury automotive and boutique bags, providing you with the most premium sitting experience.

Secretlab PRIME 2.0 PU leather, on the other hand, is crafted to have the right amount of flex and softness without losing its durability. PU leather is also designed with ease of maintenance in mind and a simple wipe down with a slightly damp cloth regularly will help maintain the material’s longevity. You’ll also be happy to know that the PRIME 2.0 PU leather also contains no animal byproducts.

It is important that regularly caring for the leather is what will increase its lifespan. We have some easy tips for you in our Aftercare Guide.

What's the difference between the Full Tilt and Multi Tilt mechanisms?

The Full-Tilt mechanism is found on the Secretlab THRONE. It allows you to adjust the height and tension of the tilt mechanism, giving you control over the suspension of the chair when reclining backwards.

The Multi-functional Tilt mechanism is found only on the Secretlab OMEGA and Secretlab TITAN series. It has all the features of the Full-Tilt mechanism, giving you complete control over the suspension of your chair, as well as allowing you to lock the chair at desired angles.

Where can I find a Secretlab chair?

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

Orders & Payment
How can I pay for my chair?

You can pay for your order securely with the Stripe payment method, which accepts both debit and credit cards. In addition, you can opt for a quick checkout with PayPal checkout or Amazon Pay.

Pay over time - Financing with Affirm

We now offer our customers a flexible financing option 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 check out. Find out more about Affirm

I have placed an order/pre-order for a chair. Can I change the color or chair model?

We work to have all orders dispatched to you soonest possible and so at times, the order may already be on its way to you. Therefore, we always recommend for you to check on your order at checkout.

However, if your order is already on its way to you, please reach out to our support team via the Contact Form as soon as possible and they will do their best to assist you with re-routing the order on a best effort basis.

What is the status of my order?

Once your order has been successfully placed, you will receive an order confirmation email with your order details. After a short processing period, a shipping confirmation email containing tracking details will be sent to you, and you will be able to track the delivery of your chair package.

When you purchase a pre-order product, the estimated shipping date for your order at the time of your purchase can be found in your order confirmation email and invoice. This date is an estimation of when your purchase will be back in stock and shipped to you.

Once the shipment for your chosen chair model and colorway arrives, we will work to have your chair dispatched to you soonest possible. A shipping confirmation email with the tracking details will be sent to you once the chair is on its way so you can keep track of its delivery status.

How much will shipping cost?

Shipping costs generally hover around $29 via FedEx Ground for one chair (our chairs are very heavy—a testament to their durability). Depending on your location, the final shipping cost will be calculated upon checkout at our shopping cart page. Also, we have free shipping promos from time to time, so do keep a lookout.

Where do you ship to?

We are only able to ship to residential or commercial addresses in the 48 contiguous United States. FedEx Ground delivery is unable to deliver to any military APO, FPO and DPO destinations. We are unable to accommodate custom requests for deliveries, such as calling in advance, scheduling delivery dates, or leaving the package in a specific location. Any such requests will have to be arranged by the customer with FedEx directly after placing the order.

How long does delivery take?

Our warehouse is based in Tennessee and Utah and orders usually take up to 1 working day to be processed and 95% of our orders are delivered within 1 - 2 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.

Can I track my order?

When your order has been shipped, you'll receive a shipping confirmation and tracking number via email. The tracking information can take up to 24 hours to update, so don’t worry if it doesn't show up immediately.

Warranty, Return & Refund
What does your warranty cover?

To summarize on our warranty policy:

  • 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

I have received my chair and would like to exchange it for a different chair model/color.

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

What do I do if I face an issue with my purchase?

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.

How do I extend my warranty?

Secretlab 5-Year Extended Warranty Program is only available to Secretlab 2020 Chairs.

To extend your warranty to 5 years, simply post a photo of your new chair on your social media (Facebook, Instagram, Twitter) and apply on our Warranty Extension page.

Assembly & Care of Products
How do I assemble my Secretlab Chair?

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.

How do I take care of my Secretlab chair?

While our chairs are designed to be durable, aftercare is extremely crucial to ensure its longevity. We have compiled a handy Aftercare Guide to help you clean and keep your chair in tip top condition as well.

Can my chair be assembled before delivery?

We do not ship pre-assembled chairs. However, we’ve made the assembly process easy with a detailed assembly guide included in the package, as well as a full video assembly guide.

Alternatively, if you require help with the assembly, you can use TaskRabbit to book a tasker to help you with assembling your new chair. More details can be found on the TaskRabbit website.

Can I pay for my chair to be assembled for me?

You can use TaskRabbit to book a skilled Tasker to help you with the assembling of your new chair. More details can be found on the TaskRabbit website.


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