Secretlab

Hi Alex, sorry to hear about your situation. We understand that your order was placed on 24 July and you reached out some time later to request a cancellation. As shared by our support team, all our fulfilment teams operate on a very fast turnaround time in order to ensure that all our customers receive their orders in the shortest time possible. This means that orders are processed for packing and shipping as soon as they are confirmed, and due to the heavy and bulky nature of our products, cancellations are unable to be accommodated as the order would have already been moved to the shipping queue. In line with this fast turnaround, your order was shipped out just a few hours after it was placed. As a result, it was already in the shipping queue by the time your cancellation request was received. Here in Secretlab, we're always wanting to accommodate our customers' requests as much as possible, but we seek your kind understanding that logistical limitations do affect our ability to assist with cancellation or amendment requests. As such, we always encourage our customers to double-check their orders before submitting their orders through for payment. Still, please be assured that our team will be able to assist with a return request once you have received the order. We hope this clarifies.

Hi Elverys, sorry to hear about your experience. We ran a quick check on your ticket with our support team and noted that our team requested photos of the item to kickstart the return process on 25 July. We noted that you have provided the requested information today, 30 July. Please be assured that our support team will definitely be able to process your return request following this. That said, we'd like to clarify that similar to most other companies, return processes will usually include a standard set of steps that customers are to follow to proceed with the return. Your kind efforts to follow the steps shared by our support team will definitely help greatly in speeding up the return process for you, and we seek your kind understanding this. We'd also like to clarify that our chat agents are only able to assist with general enquiries as of now. Still, we're always working to provide all our customers with a more seamless experience, and will be sharing your feedback with the relevant departments to review. In the meantime, we hope this clarifies and we look forward to assisting you further via email.

Hi Leon, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi Kyle, sorry to hear about your situation. From your ticket with our support team, we understand that you have reached out requesting to purchase replacement parts for your chair, but are unable to share any information to verify your order. We seek your kind understanding that order verification is a common practice for companies that offer warranty coverage for their products. Most of our customers usually retain the order confirmation email received when placing their order, or are able to share information such as purchaser's name and shipping address so that our support team can assist in identifying the order. Order verification also serves to ensure that any replacement parts provided are of the correct model and variant. As such, it would be great if you could share as much information requested as possible. Please be assured that the details shared is solely to help you in the parts replacement, and will not be used for anything else. We'd also like to assure you that contacting our support team will not automatically sign you up for newsletters — this is a manual process — and we have not yet received any other reports of similar incidents. Nonetheless, you may always unsubscribe using the link provided at the end of any email newsletter received, or you may reach out to our support team for assistance with this. We hope this helps and we look forward to assisting you further via email.

Hi Phil, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi Orion, sorry to hear about your situation. We ran a quick check on your ticket with our support team and noted that your order was just delivered last week on 22 July, and you have just reached out to our support team yesterday, 27 July, for assistance with the return of your order. We'd like to clarify that our live chat agents are currently only equipped to handle general enquiries. As a result, any requests outside their scope will be handled via support ticket emails, to which our support team dropped you an email within the same day to follow up and obtain more information. We noted that we have not yet received any response from your end since then. Here in Secretlab, our teams are always working hard to assist all our customers, and it would be great if you could check on your email inbox, including any spam or junk folders, for the email from our support team. Additionally, as clarified by our team via email, we'd like to assure you that any internal processing time will not affect your return eligibility. We hope this clarifies and we look forward to assisting you further via email.

Hi Alex, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.

Hi Jo, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi Carlos, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.

Hi Blair, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.

Hi Marcel, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi Lianne, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.

Hi Barrie, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi D. S., we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.

Hi Jamie, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.

Hi Adam, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.

Hi Billy, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.

Hey Cyrenthien, thanks for sharing your experience with us and we're sorry to hear about what happened. We ran a quick check on your ticket with our support team and noted that our last email from you was from 1 year ago, on 23 March 2025. From our records, we noted that our support team dropped you a response within the same day requesting to confirm your shipping address so that the team can arrange for a replacement part to be sent, but did not hear from you since then. As a result, the team was unable to resolve your situation for you. Automated email reminders are also sent a few working days before cases are scheduled to be auto-closed due to non-response. As such, it would be great if you could check your email inbox for the team's response. Here in Secretlab, we're always working hard to ensure that all our customers are well-taken care of and we truly hope to do the same for you. Should you wish to reopen your case, do reach out to our support team with photos & videos of the concerns you are facing: secretlab.co/contact We look forward to assisting you further via email. We hope this helps.

Hi Grant, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.

Hi Ella, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.