EStore Faq
Q: How do I contact Customer Service?
A: Contact us at eStore@sequelnaturals.com first. Please specify your needs in an email with with your email address. Your email address is necessary for us to help you.
Q: Can I change my order?
A: If you contact us immediately following your purchase, we may be able to help you change your order depending on whether it has been processed and shipped yet. For that reason we are unable to make any modifications to the order including cancellations unless contacted immediately. *Please note – our customer service is available Mon-Fri and closed on Canadian holidays. Orders placed over the weekend will be addressed on the next business day.
Q: What is a Promo Code and how do I redeem it?
A: A promo code or promotional code can be redeemed for a discount or promotional offer on the Sequel eStore by inserting the Promo Code into the COUPON field in the checkout and pressing the APPLY button. You will see your discount calculated in the checkout.
Q: How can I get a Promo Code for a discount?
A: Promo codes are made available through our websites and by becoming a subscriber of the Sequel Naturals' email newsletter - Vega News.
Q: Are there any Special Offers on Shipping?
A: Yes! You get FREE ground shipping on all orders over $100*. Any order $100 and over receive free ground shipping to anywhere in continental US (for US eStore orders) or within Canada (for Canadian eStore orders)
* Total order must reach over $100.00 before all applicable taxes
Q: I missed the latest Sequel eStore promotion by one day, is it still possible to use the Promo Code for a discount on my order?
A: Sequel Naturals promotions are made available during specific dates communicated through our email newsletter - Vega News and through notifications on our websites. After the promotion end date the Promo code expires and cannot be used. Get notifications on specials available through the Sequel eStore - subscribe to - Vega News.
Q: What is the definition of “back ordered”?
A: The definition of “back ordered” at Sequel is that we did not have enough of a certain product to fulfill your order.
Q: If an item is “back ordered”, am I charged for it and do you ship it to me automatically once the inventory becomes available?
A: You are not charged for back ordered products. These items will not be automatically charged and sent to you once they become available. You will have to come back to the Sequel eStore to place another order when the product becomes available.
Q: I placed an order on the Sequel eStore expecting to get a certain product but the product appears as back ordered on my invoice. Why did it say it was available when I made my purchase yet didn’t make it into my shipment?
A: Sometimes we have multiple people purchasing the same product from our online store at the same time. We fulfil our orders in the sequence in which the come in however sometimes we simply just sell out of product. That is why the item appears back ordered.
Q: I ordered a product during an online promotion but it appears as back ordered on my receipt that was shipped to me with my package. Will you honour the same discount for me when more inventory becomes available?
A: Yes, we will honour the promotion by providing you with a one off promo code you can use the next time you purchase from the Sequel eStore. We will also provide free shipping for this item. Email estore@sequelnaturals.com with a short explanation your email address that you used to make your previous purchase and your full name. We’ll be able to see your customer record, confirm the product was backordered and help you get your discount and free shipping.
Q: What if I don’t like the item I have purchased?
A: The Sequel eStore offers a 30-DAY MONEY-BACK GUARANTEE. If you are not completely satisfied with your purchase:
- Download, submit and receive a return approval from Sequel Naturals (see information under Returns and Exchanges).
- Return the item in its original, unused condition (including all original packaging and tags) within 30 (thirty) days for a full refund, less shipping and handling charges.
Q: I ordered a gift certificate but we have not received the Gift Certificate Code by email yet. Can you help us?
A: Yes – send your concern to estore@sequelnaturals.com. Include the email address you used to purchase the gift certificate and we’ll get back to you as soon as possible with your code.
Q: How do I redeem a gift certificate on the USD or CDN Sequel eStore?
A: Gift certificates can be redeemed on the CDN or USD Sequel eStores during the checkout and purchase process on the Payment Information page where you enter your credit card details. Simply copy and paste your Sequel eStore gift certificate into the the gift certificate field and press "Apply". The amount of the Gift Certificate will be applied to your order.
Q: Can I redeem a Gift Certificate code and a Promo code with the same order?
A: Yes, you can use a Gift Certificate code and a Promo code with the same order.
The Promo Code is applied in the COUPON field and the Gift Certificate Code is applied in the Gift Certificate Field.
Q: I just completed a purchase but did not redeem my Gift Certificate code at the time, can I have the Gift Certificate applied to my purchase?
A: Gift Certificate codes must be redeemed during the checkout process at the time of purchase. We cannot apply a Gift Certificate code to your purchase after it has been processed.
Q: I purchased a Gift Certificate but now I want to return it. Is this possible?
A: We apologize for the inconvenience as there are absolutely no refunds on Gift Certificates.
Q: Is there an expiry date for Gift Certificates?
A: Gift Certificates do not expire.
Q: Are Gift Certificate codes transferable?
A: Yes, if you have a Gift Certificate code and you want to give it to another person, you are free to do this.
Q: How do I purchase a gift certificate?
A: Gift certificates are available for purchase on the CDN and USD Sequel eStores in several different denominations. These gift certificates are electronic codes that are emailed to the recipient that they can redeem online when they order from the Sequel eStore. A physical “gift card” will not be mailed to you.
Note - gift cards can only be redeemed on the store they were purchased from. For example, you cannot redeem a Canadian gift card on the USA Sequel eStore. You can only redeem a USA gift card on the USA estore.
Follow these steps to purchase a gift certificate:
- Enter your name in the "From" field
- Enter the name of the recipient of the gift certificate into the "Recipient Name" field
- Enter the email of the recipient of the gift certificate into the "Recipient Email" field
- Enter a message from you to the recipient into the "Gift Message" field
- Click the "Add to Cart" button
- View your Shopping Cart by Clicking the "View Cart Button" on the top right corner of the eStore website
- Review your Shopping Cart and proceed to the Checkout to sign up as a new customer or login as a returning customer
- Enter your shipping and billing information and submit your order
- An email is sent to the recipient notifying them about the gift certificate that was purchased for them and a confirmation email is sent to the purchaser notifying them the transaction has gone through
- The receiver will receive an email notifying them they will receive the gift certificate code by email within 24hrs from purchase.
Please note - If the gift certificate is purchased during a weekend or a holiday, there may be a slightly longer processing period of an additional 24hrs to receive the Gift Certificate code. |
