FAQS – Blacklyte AU

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Find answers to your questions, get step-by-step tutorials, and access resources to help you make the most of Nexus.

Order & Payment

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Shipping

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Warranty & Return Policy

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Assembly & Aftercare

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Blacklyte Chairs

1. What is the recommended weight for chairs?

The recommended weight capacity for Blacklyte chairs is no more than 330 pounds (approximately 150 kg). We suggest using the chairs within this weight range to ensure their stability and normal service life.

2. What is the recommended height for chairs?

The recommended height range for Blacklyte chairs is 65'' to 75'' (approximately 165 cm to 190cm). Using the chairs within this height range better matches the chair design, providing optimal support and a comfortable user experience.

3. What are the differences between the chairs?

Different chair models vary in size specifications, fabric materials and functional configurations; to get comprehensive comparison details, you can visit the "Compare Chairs" page on the official website or contact customer service directly.

4. Which chairs comes with a fabric material?

All chairs in our Athena series are available with a fabric material option; however, the Kraken series chairs only come in leatherette and do not offer a fabric option.

5. Can my discount code be used in combination with your promotional offers?

Currently, our discount codes cannot be used in combination with other promotional activities. Only one type of discount can be applied per order. If you have any other questions about the discount usage rules, please feel free to contact customer service. Thank you for your understanding!

6. When will the out-of-stock chairs be available?

The availability time of chairs is subject to changes due to various factors such as inventory and production progress, so we cannot provide the specific availability time for out-of-stock models for the time being.

If you would like the most accurate and up-to-date information regarding a particular model, please feel free to contact our customer service team at [email protected]. We'll be happy to share the latest updates with you. Thank you for your interest and patience!

7. Does the Blacklyte chair have a wheel lock feature?

Except for the Athena X, which uses blade wheels that can be locked, the other four chairs do not have a wheel lock feature.

8. Are the wheels of the Blacklyte chair universal?

Yes

9. Which Blacklyte chair should I choose?

If you want premium comfort and top-tier ergonomics, choose Athena Pro. For balanced performance and value, Athena provides the perfect mix of comfort and quality. The Athena X delivers reliable support at an affordable price, while the Kraken stands out with its bold design and enhanced lumbar support. For upgraded materials and pro-level performance, Kraken Pro offers the ultimate seating experience.

Blacklyte Desk

1. What are the differences between the Atlas Desk and Atlas Lite Standing Desk?

The core difference between the Atlas Desk and the Atlas Lite Standing Desk is that the Atlas Desk comes with a Lighting Control feature, while the Atlas Lite Standing Desk does not.
For a complete comparison of the two products—including details on size, material, and other functions—please visit the "Compare Desks" page on our official website, where you will find more comprehensive information.

2. When will Desk accessories be available?

The specific availability dates for each type of the desk's accessories vary. If you wish to know the exact arrival and availability information for a particular accessory, we recommend consulting our customer service directly—we will provide you with the latest updates. Thank you for your attention and patience!

3. Which Blacklyte desk should I choose?

If you want a high-performance, visually striking desk with RGB lighting and PC integration, go for the Atlas. It’s built for gamers, streamers, and creative setups. If you want a practical, reliable everyday desk, the Atlas Lite delivers dual motors, memory positions, and smart cable management.

Orders & Payment

1. What payment methods do you support?

We support multiple payment methods for your convenience, including all major credit and debit cards (such as Visa and Mastercard), Apple Pay, and flexible installment plans. You can choose your preferred option on the checkout page to complete payment.

2. Can I pay by instalments?

Yes, instalment payments are available. The specific instalment service varies by country. Please refer to the payment options displayed at checkout for the applicable service in your region.

3. Why did my payment fail?

Payment failures are usually related to your payment account, network/system, or order information. Below are common causes and suggestions:

Payment account issues: Insufficient balance, expired/over-limit payment method, or triggered security controls. We recommend verifying your account status and trying a different bank card/payment channel.

Network/system issues: Unstable network, abnormal cache, or temporary system maintenance. We recommend checking your network and retrying, or trying again later (after 10-15 minutes).

Abnormal order information: Insufficient product stock or incomplete delivery address. We recommend verifying your order details and reprocessing the payment if everything is correct.

If the problem persists, contact your payment platform’s customer service to check the specific reason, or provide your order number to contact us for assistance.

4. Can I modify my order after placing it, such as changing the color or model?

Yes, you can request modifications to your order before it is shipped. To ensure your request is processed smoothly, please contact our customer service team as soon as possible with your order number and the specific details of the changes you need.

However, once your order has been shipped, we are unable to support any modifications.

5. Can I change the shipping address?

Yes, you can request to modify your delivery address before your order is shipped. To do so, please contact our customer service promptly with your order number and the updated address information—this helps us process your request accurately and efficiently.

If your order has already been shipped, we can assist in coordinating with the courier to update the address. However, please note that the success of this modification is not guaranteed, as it depends on factors like the courier’s current processing stage and the shipment’s location.

To avoid unnecessary inconvenience caused by address issues, we recommend that you carefully check and confirm your delivery address information when placing an order.

6. Can I cancel my order?

Yes, you may cancel your order before it is shipped by contacting our customer service team with your order number.

If your order has already been shipped, we will assist you in intercepting the delivery. However, please note that delivery interception is not guaranteed to succeed, as it depends on factors such as the courier’s processing progress and the shipment’s current location.

Shipping

1. When will my order be shipped?

The shipping time and subsequent delivery of your order may vary depending on the product's inventory status:
If you have purchased an in-stock item, it will be shipped within 1–2 business days, and delivery usually takes 3–5 business days after dispatch.
If you have purchased a pre-order item, the specific shipping time will depend on the actual arrival of the product.
If you would like detailed updates on your order status, feel free to contact our customer service team at [email protected]. We will be glad to provide you with the latest information. Thank you for your understanding and patience!

2. What shipping carriers do you use?

We typically select shipping carriers based on the destination country:
United States: FedEx or UPS
Canada: Canpar
United Kingdom: DX
Europe: GLS
Australia: Allied Express
Japan: Sagawa Express

Please note that in special circumstances—such as unexpected logistics adjustments or deliveries to remote areas—we may partner with alternative carriers to ensure successful delivery.

3. How long does shipping take?

Generally, the shipping time for orders is 3-5 business days (exceptions apply to special cases such as holidays, logistics peaks, or remote areas, and the actual shipping situation shall prevail). If you need more detailed shipping time information, you can contact customer service via email at [email protected]. Thank you for your patience!

4. Is the shipping fee free?

Currently, we offer free shipping for orders to most countries.

For Australia, free shipping is available in some regions, while a small shipping fee applies to others. If you would like to confirm the specific shipping cost, please enter your delivery address during checkout, and the system will automatically display the final shipping amount. Thank you for your understanding!

5. How do I track my order?

Once your order is dispatched, we will send you a shipping confirmation email to your registered email address. This email will include a unique tracking number and a direct link to the courier’s tracking page.

6. Why isn’t the tracking information updating?

After your order is shipped, it usually takes 1-3 business days for the tracking information to be updated. We kindly ask for your patience during this period.
If the tracking information still doesn’t update beyond this timeframe, please contact our customer service team at [email protected]. Our team will help you confirm the status of your shipment and assist with further follow-up.

7. What happens if my package is lost or damaged during shipping?

If your package is lost or damaged while in transit, please contact our customer service team at [email protected] and include your proof of purchase.

For damaged packages, please also attach additional materials to help us process your request efficiently:

A photo of the shipping label (from the outer package);
Photos of the outer packaging (showing any damage, if applicable);
Clear photos of the damaged product itself.

Our team will review your information promptly and assist with follow-up steps.

Warranty & Return Policy

1. What does your warranty cover?

Blacklyte gaming chairs and desks all come with a limited warranty, which covers issues arising from manufacturing defects in materials and craftsmanship when the products are used under normal conditions. The following situations are excluded from the warranty: intentional damage, improper use, commercial use, as well as damage caused by self-modification or unauthorized repairs. For detailed information, please refer to the Blacklyte Warranty Policy on our official website or contact customer service.

2. How long is the warranty period?

Our desk and chair products come with a tiered warranty: the main structure (such as steel frames, mechanical components, bases, etc.) is covered by a 3-year warranty, while wear-prone accessories like seat foam and backrests are covered by a 1-2 year warranty. For specific warranty terms and coverage, please refer to the Blacklyte Warranty Policy on our official website.

3. How do I apply for warranty repair?

Please contact our customer service at [email protected] with your proof of purchase. Our team will assist you with the return process once we receive your inquiry.

4. Who is responsible for the return shipping costs?

The shipping cost for returns will be determined based on specific circumstances, including the item's purchase date, condition of use, and reason for return. For example, we will cover the shipping cost if the return is due to product quality issues or incorrect shipment on our part, while you will usually be responsible for the cost if the return is due to personal preferences or other non-product-related reasons. For details, please refer to the Return & Refund Policy on our official website or contact customer service.

5. How do I initiate a return?

To initiate a return, please contact our customer service at [email protected] with your proof of purchase. Our team will assist you with the return process once we receive your inquiry.

6. How long will it take to receive my refund after returning the item?

After the returned item is received, please contact our customer service to initiate the refund process. We will process your refund once we confirm the item is in acceptable condition. Typically, the refund will be credited to your original payment method within 3 business days. Please note that banks or credit card companies may take additional time to post the refund.

7. Can I exchange the item after receiving it?

Exchanges are available after you receive the item. We will determine whether you need to cover the shipping cost based on the reason for exchange and the condition of the item. To initiate the process, please contact our after-sales email [email protected] with details so we can assist you promptly.

Assembly & Aftercare

1. How do I assemble my Chair/Desk?

When you receive the package, there's no need to worry about the assembly process. A detailed assembly instruction manual is included in the package, with clear step-by-step descriptions and illustrations. You can follow its guidance to complete the assembly step by step.
Meanwhile, to give you a more intuitive understanding of the assembly process, we have also uploaded a dedicated installation video on our website. Just visit Resources.
If you have any questions during the assembly process, you can contact our customer service at any time. We will do our best to provide assistance and help you successfully complete the assembly of the chair.

2. How do I take care of my Chair?

Please refer to the Aftercare section for more details.

3. Can you assemble my order before it gets delivered?

Unfortunately, we're unable to assemble orders prior to delivery at this time — fully assembled items are more vulnerable to damage during shipping and may also result in significantly higher delivery costs. However, every order comes with detailed assembly instructions, and there are also instructional videos available on our website. Most customers find the assembly process simple and easy to follow, but if you need further assistance, our customer support team is ready to help guide you through it!