Frequently Asked Questions
Before You Buy
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.
Ultimately, each Secretlab chair is engineered to fit different builds. To see which model best fits you, check our handy sizing calculator.
The Secretlab THRONE is suitable for the more petite user, with the Secretlab patent-pending cold-cure foam cushioning, 4D full-metal armrests, a sturdy aluminium base, memory foam velour pillows, and XL PU casters.
The Secretlab OMEGA features a greater volume of the Secretlab patent-pending cold-cure foam to provide even more cushioning and support. Due to its compact design, the overall shape of the chair fits more snugly for most people when seated to provide better ergonomic support. Additionally, it comes with a multi-functional tilt mechanism which enables the chair to effortlessly adapt to your sitting preference, giving you more flexibility as well as allowing you to lock the chair at any angle you desire.
The Secretlab TITAN comes complete with an even taller backrest and a wider as well as deeper seat base. This chair is ideal for the users who are up to 200cm in height and 130kg in weight. It is also the only model to feature an integrated adjustable lumbar support system, which allows you to adjust the lumbar support by simply turning the knob on the right of the backrest. In addition, the Secretlab TITAN also comes with XL PU caster wheels which enable smoother gliding, increased sturdiness and enhanced durability.
The Secretlab TITAN XL is an identical mirror to its smaller counterpart, the TITAN, aesthetically wise. In terms of dimension, the XL is adjusted to create a more voluminous seating experience with the increased backrest height and width of the whole chair. In addition, the size of its wings are smaller but wider, creating a more spacious environment for the user.
The XL’s key structural components such as the multi-tilt and hydraulics have been upgraded with heavy duty materials and re-designed to withstand increased pressure. The multi-tilt will boast a stronger grade of structural steel, and the hydraulic piston has been strenuously tested to repeatedly withstand up to 200kg of force. For added stability, the XL will come with a larger wheelbase.
The Secretlab 2020 Series—the product of 3 years of extensive research and development, countless prototypes, material testing and relentless improvements to every design— is the closest we’ve ever been to our initial vision of a perfect gaming chair.
From reinventing manufacturing processes, to having our materials thoroughly scrutinized for extreme long-term durability and quality, through specially-created tests by scientists at the Agency for Science, Technology and Research (A*STAR), and now with an extended 5-year warranty, the bar has been raised on even the smallest details in order to bring you the greatest.
With over 20 changes made, here are some of the most significant upgrades:
- Secretlab PRIME™ 2.0 PU Leather
The Secretlab PRIME™ 2.0 PU leather is engineered, rigorously tested and certified to be four times more durable than normal PU leather, while retaining the signature plush feel. While internationally certified for its durability, maintenance is still key, and we strongly encourage our users to regularly clean their Secretlab chair so it stays in tip-top condition: https://secretlab.co/pages/aftercare
- Full-metal, chrome-plated armrests
Our new four-directional armrests are upgraded with a full-metal inner mechanism for far smoother adjustability and far greater stability and sturdiness. Left, right, angled left, angled right, forwards, backwards, up, down, adjust each amply PU-padded armrest to have it suit your exact support needs without risk of carpal tunnel.
- Memory Foam Head Pillow
The signature velour head pillow has been upgraded to a premium memory foam, providing even better neck support as it conforms to your body. In addition, there is now a layer of cooling gel that is designed to dissipate heat away from your head and neck, keeping you comfortable even during long periods of sitting.
- XL PU Caster Wheels
Both the 2020 updates of the Secretlab OMEGA and TITAN are now equipped with XL PU caster wheels which glide even smoother and are friendly towards most surfaces.
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.
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.
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.
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.
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, Secretlab TITAN and Secretlab TITAN XL 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.
We've designed our chairs to be as adjustable as possible, taking into consideration that people have varying weights and height.
To find a Secretlab chair that may be your best fit, check out our Sizing Guide.
However, we understand that people come in different shapes and sizes hence our Sizing Guide is a general guideline, and to find out which Secretlab chair suits your physical structure and sitting preference best, check out the full specifications
The recommended weight limit is 100kg for the Secretlab THRONE, 110kg for the Secretlab OMEGA, 130kg for the Secretlab TITAN, and 180kg for Secretlab TITAN XL.
While our chairs are rated for loads higher than these, we’ve determined these recommended weight limits through rigorous testing to provide the safest and optimal experience for our customers.
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
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.
Instalment payment is now available via PayBright. Simply select PayBright as your payment option when checking out.
Learn more about our PayBright Financing.
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.
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.
Shipping costs generally hover around $29.90 to $69.90 via FedEx 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.
We are only able to ship to residential or commercial addresses in the 10 provinces in Canada. FedEx delivery cannot 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.
Our warehouse is based in Ontario and orders usually take up to 1 working day to be processed and 90% of our orders are delivered within 1 - 3 working days. Exceptions include distant locations* and stock availability.
* Certain provinces (including British Columbia and Newfoundland) may require up to 8 working days for shipping.
** Secretlab will not be held accountable for any delays in shipping due to customs or carrier delays, and unforeseen circumstances outside of our control.
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.
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.
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, Refund & Return
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.
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.
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.
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
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.
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.
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.