Frequently Asked Questions

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?

You can give our chairs a try at Level 51 by Aftershock PC. More details can be found on our Contact Page.

Orders & Payment
How can I pay for my chair?

We only have Paypal option available currently. Please reach out to our support team via the Contact Form should you require any assistance with completing your order.

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.

My order has been shipped. Can I change or cancel my order?

Unfortunately, we will not be able to cancel your order once your order has been dispatched for delivery.

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.

Pre-Order
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.


Shipping
How much will shipping cost?

Shipping costs generally hover around $19.90 - $69.90 via GDEX / POSLAJU/ Ninja Van 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 do ship to both East and West Malaysia. We are only able to ship to residential or commercial addresses in Malaysia and are unable to ship to PO Boxes. 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 GDEX / Poslaju after placing the order.

How long does delivery take?

Our warehouse is based in Puchong, Selangor 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.

* 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.

Do I have to be present to receive my order?

We want to make sure you receive your purchase. This is why, for security purposes, all our orders require a signature upon delivery to ensure they are safely delivered to you. So do keep an eye on your tracking details to ensure that someone would be around to sign for it.

I am unavailable to collect my order. Can I remove the signature requirement?

We do not recommend the signature requirement to be lifted to ensure the safe delivery of your purchase. However, if you absolutely must, you may write in to our support team on our Support Form for further advice on this.


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.

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