Help & Info
Support, Shipping & Order Information
At SEQUENCE, we keep things clear, controlled, and properly documented.
This page covers the most common questions around ordering, shipping, delivery, returns, refunds, product handling, rewards, and customer support. If you still need assistance after reviewing the information below, our support team can be reached through the contact form.
FAQ
Ordering
Orders can be placed directly through the SEQUENCE website. Simply select the products you would like to purchase, add them to your cart, and proceed through checkout.
Please ensure that your billing information, shipping address, email address, and phone number are accurate before submitting your order.
If your order has not yet been packed or shipped, we may be able to update certain details such as your shipping address, contact information, or selected products.
Once an order has been processed, packed, or transferred to the shipping carrier, changes may no longer be possible.
If you notice an issue with your order, contact us as soon as possible.
Order cancellation requests must be submitted as soon as possible after purchase.
We cannot guarantee cancellation once the order has entered processing, fulfillment, or shipment. If your order has already shipped, it will be handled according to our return and refund policy.
SEQUENCE reserves the right to hold, review, refuse, or cancel orders at our discretion.
This may occur due to incomplete information, suspected fraud, payment issues, shipping restrictions, product availability, unusually large quantities, or concerns relating to compliance with our internal policies.
If your order is affected, we may contact you using the email or phone number provided at checkout.
Shipping & Delivery
Canada-wide only at this time. SEQUENCE ships to eligible locations based on our current fulfillment capacity, product availability, and applicable shipping restrictions.
Certain products may not be available for shipment to all regions. We reserve the right to limit or refuse shipment to any address, region, or jurisdiction at our discretion.
Most orders are processed within 1–3 business days, excluding weekends and holidays.
During periods of high order volume, product launches, promotional periods, or carrier delays, processing times may be longer.
Shipping times depend on your location, selected shipping method, carrier performance, and other external factors.
Estimated delivery windows are provided for convenience only and are not guaranteed. Once your order has been transferred to the carrier, delivery speed is ultimately controlled by the shipping provider.
Yes. Once your order has shipped, tracking information will typically be sent to the email address provided at checkout.
Please allow time for the tracking link to activate. In some cases, tracking updates may take several hours to appear after the carrier receives the package.
First, check the surrounding delivery area, mailbox, parcel locker, front desk, building manager, concierge, or anyone else who may have accepted the package.
If the package is still missing, contact the shipping carrier directly using your tracking number. Once a package is marked as delivered by the carrier, SEQUENCE may consider the order fulfilled unless otherwise determined at our discretion.
You may also contact us and we will review the situation where possible.
Customers are responsible for entering complete and accurate shipping information at checkout.
If you notice an incorrect address, contact us immediately. If the order has not yet shipped, we may be able to update it.
If the order has already been transferred to the carrier, SEQUENCE is not responsible for delays, failed delivery, returned packages, or lost packages caused by incorrect or incomplete address information.
Yes. SEQUENCE orders are packaged with discretion in mind and shipped via Xpresspost.
Packaging is designed to be clean, minimal, and professional. External shipping materials do not display unnecessary product details.
Products & Handling
Storage requirements may vary by product. Please refer to the product page, product label, or included product information for specific handling and storage guidance.
In general, products should be stored according to the conditions listed on the label and kept away from excess heat, light, moisture, and unauthorized access.
Product details are listed on each product page where applicable, including format, concentration, vial size, quantity, storage notes, and other relevant information.
If testing, batch verification, or documentation is available for a specific product or batch, it will be provided through the appropriate SEQUENCE testing or verification page.
No. SEQUENCE does not provide medical advice, diagnosis, treatment recommendations, dosing protocols, or clinical guidance.
Information provided on the website is for general informational, product, operational, or educational purposes only and should not be interpreted as medical advice.
For health-related questions, consult a qualified healthcare professional.
Testing & Verification
SEQUENCE is building around a standard of traceability, documentation, and verification.
Where available, product-specific or batch-specific testing information may be published on our Testing & Verification page or referenced directly on product pages.
If documentation is not yet available for a specific batch, this does not necessarily mean the product is unverified – it may simply mean the documentation has not yet been published.
You can contact us through the support form and select Testing & Batch Verification as your reason for contact.
Please include the product name, order number, batch number, and any specific documentation you are requesting.
Returns & Refunds Policy
Due to the nature of SEQUENCE products, returns may be limited.
For safety, quality control, compliance, and product-integrity reasons, we may be unable to accept returns on opened, used, handled, temperature-sensitive, compromised, or final-sale products.
Return eligibility is determined at SEQUENCE’s discretion and must be requested before sending any product back.
Do not return any item without contacting us first.
If your order arrives damaged, incorrect, or missing an item, contact us within 48 hours of delivery.
Please include:
- Your order number
- Full name used on the order
- Email address used at checkout
- Clear photos of the package
- Clear photos of the damaged or incorrect item
- A description of the issue
We will review the issue and determine whether a replacement, refund, credit, or other resolution is appropriate.
Refunds may be considered in cases involving:
- Incorrect item received
- Missing item confirmed by review
- Damaged item reported within the required window
- Order cancellation before fulfillment
- Duplicate payment or payment error
- Other situations approved by SEQUENCE
Refunds may not be available for:
- Buyer’s remorse
- Incorrect address entered by customer
- Packages marked delivered by carrier
- Delays caused by carrier
- Refused or unclaimed packages
- Opened or used products
- Products stored or handled improperly
- Final-sale or promotional items
- Orders suspected of fraud, misuse, or policy abuse
Approved refunds will typically be processed back to the original payment method where possible.
Processing times may vary depending on the payment provider, bank, or financial institution.
Shipping fees, processing fees, and route-protection fees may be non-refundable unless otherwise required by law or approved by SEQUENCE.
In some cases, SEQUENCE may offer a replacement, partial refund, or store credit instead of a full refund.
The resolution will depend on the circumstances, product type, order history, available documentation, and the result of our review.
If you have an issue with your order, please contact SEQUENCE support before initiating a chargeback or payment dispute.
We are happy to review legitimate issues and work toward a fair resolution.
Orders connected to fraudulent disputes, abusive chargeback activity, or false claims may result in account restriction, refusal of future service, or cancellation of pending orders.
Still Need Help?
If your question wasn’t answered here, contact SEQUENCE support through our Contact Us page.
To help us respond efficiently, please include your order number, product name, batch number if applicable, and a clear description of the issue.
For order-related questions, use the same email address used at checkout.