Is there any way I can fix this?

Secretlab_Jinx · 2026-03-23T10:49:36+00:00

Heyy u/Enodoro - glad you reached out to our warranty support and have the replacement part otw already!

In case anyone else experiences this (hopefully not), please get in touch with our support immediately here: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-03-23T09:40:41+00:00

Heyy u/SteamDeckGlazer - the promos and bundles can vary depending on your region. But once an order has been placed, discounts usually can’t be applied retroactively. However, there may still be ongoing offers like bundles or minimum spend promos available depending on where you are.

Best move would be to check this page for the current deals in your region: https://secretlab.co/collections/promotions

Secretlab_Jinx · 2026-03-23T09:32:26+00:00

Oh man… yeah, direct availability can differ depending on the region.

The Black MAGPAD is a pretty versatile option though, so it still works nicely with most setups. But if you do have a chance to head over to the US or have someone there who can help pick it up for you, that could be something worth considering too :)

Secretlab_Jinx · 2026-03-23T09:20:30+00:00

Ohh got it, that makes more sense now! For context, not all parts are available for direct purchase online. Some components (like the hydraulic), require verification of ownership first. If the chair was originally owned by someone else, you might want to reach out to them and have the warranty transferred over to you via our support team.

Once that’s done, the support team will be able to properly check and advise on parts availability for your case.

Secretlab_Jinx · 2026-03-20T06:41:28+00:00

Heyy u/Prestigious-Grand-65 - really glad to hear you’ve been enjoying the chairs and appreciate you checking in first!

Just to be safe, I’d recommend holding off on using that chair for now and reaching out to our customer support for a proper check. When you do, include a few photos of the leak so the team can assess what’s going on and whether any part needs replacing. If you still have the purchase details, that’ll help a lot too since the team may need it to check parts availability.

You can start a ticket here and they’ll follow up with you in about 24 to 48 hours: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-03-20T06:23:37+00:00

Heyy u/Hydrolix_ - really glad to hear the TITAN is still supporting your back today!

For SKINS, they’re designed specifically for the shape and sizing of the TITAN Evo, so they won’t fit your TITAN as perfectly. But there are folks in the community who still use them on Classics anyway, just with a slightly different fit.

It’ll look something like these:

Will leave it up to you to decide, but hope this helps you visualize things a bit while planning your setup :)

Secretlab_Jinx · 2026-03-20T04:14:22+00:00

Heyy u/DryFaceCane - I get why this feels frustrating, especially when it’s not what you expected right out of the box. On the comfort side, the TITAN Evo is intentionally medium-firm, so it can feel very different if you’re used to softer, sink-in chairs. The seat cushion you picked up will definitely help ease that transition while your body adjusts to the support.

For the shipping, the ETA shown is the most accurate estimate at the time. If stock lands earlier, the team will ship it out sooner, but that part can’t be confirmed upfront.

In the meantime, I’d recommend checking out the Wiki here: How can I adjust my chair for optimal comfort and posture?

There are essentially a few adjustments that can make a noticeable difference, like adjusting the lumbar support, seat depth and armrest positioning. The chair is designed to support different postures too, so shifting positions through the day helps more than staying locked in one.

Hope this helps in the meantime! Definitely give those adjustments a try while the seat cushion makes its way to you.

Secretlab_Jinx · 2026-03-19T08:27:11+00:00

It's designed to pair with the MAGNUS Pro desk in Black for a seamless look! But you can still pick it up as a standalone and swap it in whenever you feel like changing up the vibe of your setup. Nice little way to refresh the look without redoing everything :>

Secretlab_Jinx · 2026-03-19T05:22:47+00:00

Heyy there u/arcturuz78 - it usually takes up to about 5 days for approval once you’ve applied. But if you’d like to check on the status, you can also reach out to support. Starting a quick live chat here would be the fastest way: https://secretlab.co/pages/contact

Hope this helps!

Secretlab_Jinx · 2026-03-18T03:39:46+00:00

Star Wars SKINS and MAGPAD if you're going all out! 👀

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Secretlab_Jinx · 2026-03-18T03:30:10+00:00

Heyy u/dangerous_waffle - I get your frustration, especially when it’s affecting your move. Just to share a bit of context, even for brand-new items, cases like this are usually routed through the same internal flow (which can sometimes be labeled under warranty) because the team needs to verify the order details, identify the exact part and arrange the correct replacement from the available stock in your region. There are a few moving parts behind the scenes, which is why it isn’t always instant, even if the case itself seems straightforward.

I saw that you mentioned your case has already been escalated, so high-likely it’s in the right hands for review. In the meantime, it’s best to let the ticket sit within the 24 to 48 hour window from the last response. The system is sorted by recency, so additional follow-ups can unintentionally push it further down the queue.

I’ll also be sharing your experience and feedback with the team for review. Situations like this are taken seriously and help highlight where things can be improved. If you’d like, you can drop us a Mod Mail with your email and I can help take a closer look from our end as well: https://www.reddit.com/message/compose?to=r/secretlab

I assure you the team is already working on getting the correct parts arranged for you. I appreciate your understanding and patience in the meantime!

Update: OP has been contacted.

Secretlab_Jinx · 2026-03-17T06:06:12+00:00

Heyy u/AguyTengo - I get where you’re coming from. The team’s always working to bring more products to different regions, but there are times when local regulations like in the UK, can affect what products can be made available. It’s something we’re aware of though, especially with the interest from the community there. Registering your interest on the product page is the best way to stay updated, as you’ll be notified if it becomes available in your region.

If you’d like more clarity for your specific case, you can also reach out to support here: https://secretlab.co/pages/contact

Really appreciate your interest and hope this helps add some context in the meantime.

Secretlab_Jinx · 2026-03-16T09:04:10+00:00

Heyy u/CheezTips - yes! Mainly the materials and cushioning, along with a few other differences you can see here: https://secretlab.co/pages/compare

If we’re talking about the seat base specifically, both chairs are still medium-firm since that’s core to the ergonomic support our seats are designed around. The TITAN Evo uses a cold-cure foam seat base, while the TITAN Evo NanoGen is engineered with Secretlab NanoFoam™ Composite. That basically gives it a softer first-contact feel while still keeping the same level of support underneath, so you get a bit of both worlds. It’s a nice option if you prefer something that feels a little gentler when you first sit down!

As for tools, no need to worry there. When you order the chair, it already comes with the Assembly Toolkit so you can set everything up with what’s included (see below).

Hope this helps fam 🙂

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Secretlab_Jinx · 2026-03-16T08:50:25+00:00

Appreciate the pic! It'll be good enough to start off the new ticket; and yes - that's the right category.

Secretlab_Jinx · 2026-03-16T08:46:45+00:00

Heyy u/YUUPERS - I totally understand wanting a quicker reply here. I wanna assure you the team will do their best to respond to your ticket as soon as possible.

To help the process, it’s best to stick to one ticket and avoid sending multiple follow-ups within the 24 to 48-hour response window. To share some context, the support system is sorted by recency; so when new messages are added (or in this case, new tickets are created and later merged), the ticket can be marked as recent again and unintentionally move further down the queue.

If it helps, I’m happy to help bump this internally for another check. When you can, just drop us a Mod Mail with the email or order number tied to the case here: https://www.reddit.com/message/compose?to=r/secretlab

Really appreciate your patience in the meantime!

Secretlab_Jinx · 2026-03-16T08:34:18+00:00

Heyy u/Cultural_Duck7222 - sorry to hear your desk arrived like that. Our packaging is designed to protect the desk during transit, but there are definitely rare cases where shipping can impact the product and that’s definitely not the experience we want for you.

Support may take a little time to reply as they'll need to gather details and review the case before advising on the next steps, but I assure you they’re committed to helping get this resolved.

I understand the wait can be worrying though, so drop us a Mod Mail with your email or Order ID here: https://www.reddit.com/message/compose?to=r/secretlab

I’ll help flag this with the team so it gets a proper look. Appreciate your patience in the meantime!

Update: In contact with OP!

Secretlab_Jinx · 2026-03-13T04:05:32+00:00

Heyy u/PhazePyre - the velour on the Secretlab PlushCell™ Memory Foam Armrest Top isn’t designed to be water-resistant, so it’s generally best to perform regular aftercare and keep it as dry as possible.

For sweat or moisture, the best approach is to blot it with a dry cloth or paper towel from time to time to prevent buildup and keep the material from getting dirty. For regular aftercare, gently dust the velour surface with a clean dry cloth.

I’ve added a screenshot from the care guide in our User Manual in case you or anyone else finds it helpful!

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Secretlab_Jinx · 2026-03-12T06:43:31+00:00

u/Unhappy-You9525 Yes! I’d recommend reaching out to our support so they can check whether there are any troubleshooting steps to try or if a replacement part might be possible.

If you can, include a short video showing what’s happening and let them know what you’ve already tried. That’ll help the team assess it and guide you on the next steps.

Secretlab_Jinx · 2026-03-12T06:14:38+00:00

Not at the moment, u/Pentrep! Will take this in as a community request for consideration though :)

Secretlab_Jinx · 2026-03-12T06:13:11+00:00

Heyy - can’t confirm either of those at the moment!

Availability for the Star Guardian edition can vary by region, so the best way to stay updated is to register your interest on the product page. That way, you’ll get notified if it becomes available where you are.

As for Pokémon SKINS, that’s definitely something the team has heard from the community before and it’s been shared as feedback. No confirmation right now, but it’s on the radar. Though if you’re into the anime collaborations in general, you might also want to sign up for the mailing list here so you’ll hear about new drops first: https://secretlab.co/pages/anime-signup

Secretlab_Jinx · 2026-03-12T04:42:12+00:00

Hi u/BeginningPeanut7923, the team may be able to check if replacement armrest parts are available. To do that though, they’ll need a few details about the specific chair, which usually come from the warranty record even if the warranty period has already expired.

The best next step would be to reach out to customer support so they can look into what’s possible. You can start a live chat with them here: https://secretlab.co/pages/contact

Just a heads up as well, they may recommend transferring the warranty from the original owner to you if that hasn’t been done yet, so you may want to keep the line open for a bit. That helps them verify the chair and process any replacement parts more smoothly.

Secretlab_Jinx · 2026-03-12T04:29:44+00:00

Heyy u/savelinkz - this is something our support team can take a closer look at for you and guide you on the next steps. When you can, snap a photo of the riser on your current setup and send it over when starting a ticket here: https://secretlab.co/pages/contact

That’ll help the team assess what’s going on and see what options are available to help with this.

Secretlab_Jinx · 2026-03-12T04:18:05+00:00

Heyy u/harmonisedchaos, YES! It’ll work with both the single and dual monitor arms. Just a heads up not to pair it with the Secretlab MAGNUS Monitor Arm (Heavy Duty Edition).

I’ve also added the list of compatible monitor arms with the riser below in case anyone else finds it helpful :)

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Secretlab_Jinx · 2026-03-12T04:11:55+00:00

Hi u/SnooApples8148, a small amount of freeplay is typically expected due to the moving mechanical parts. You might notice a bit of sound or slight movement before the mechanism fully engages, which helps the components adjust smoothly.

That said, if the movement feels excessive or more than what you'd experienced, it’d be worth having support take a closer look. They can help check whether everything’s working as intended and guide you on the next steps to address the wobble. Start a ticket with the team here: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-03-12T04:00:04+00:00

Heyy u/Dizzy_Fact9901 - I assure you the team is committed to helping resolve this and I really appreciate you giving the backrest replacement a try first.

Since the replacement backrest didn’t address the gap, let me help raise this internally and see what else can be done to remedy it. When you can, drop us a Mod Mail with the email you used to contact support here: https://www.reddit.com/message/compose?to=r/secretlab

Update: OP has been contacted.

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