Effective September 23, 2026
This policy applies to purchases from Sequence Matters Supply. Please review it before placing an order.
21+ Purchase Policy
Sequence Matters Supply does not sell to minors. You must be at least 21 years old to create a purchasing account or place an order. By completing checkout, you certify that you are 21 years of age or older. We may cancel an order or restrict an account if we have reason to believe the purchaser does not meet this requirement.
Research Use Only
Products designated Research Use Only (RUO) are sold solely for laboratory and research purposes. They are not intended for human consumption, diagnosis, treatment, cure, or prevention of disease. By purchasing an RUO product, you acknowledge and agree to this restriction.
Unpaid Retail Orders, Inventory & Promotional Pricing
For Retail orders using manual payment methods such as Zelle, placing an order does not reserve inventory. Availability is confirmed when payment is received and verified. An item may sell out while payment is outstanding. If an unpaid order cannot be fulfilled, we may contact you to discuss cancellation or waiting for restock. Please contact support before sending payment if you have been advised of an availability issue.
Featured Drop, sale, and other promotional prices are time-limited and are not guaranteed indefinitely on unpaid orders. If a promotion ends before payment is sent, we may request your approval of an updated price or offer cancellation. We will not charge an increased amount without your agreement. If payment was sent on time at the original promotional price, a delay in our manual verification will not by itself cause you to lose that price. Contact support before paying if your order price has changed.
Unpaid orders may be canceled after notice or for prolonged nonpayment, subject to applicable law. Any future self-service action deadlines or automatic cancellation periods will be communicated separately if introduced.
Returns and Exchanges
Because product integrity, storage, handling, and chain of custody cannot be verified after delivery, Sequence Matters Supply generally does not accept returns or exchanges of delivered RUO products for change of mind, ordering mistakes, or buyer preference. Nothing in this policy limits rights that cannot legally be waived.
Missing, Damaged, Incorrect, or Tampered Shipments
Claims involving missing items, damaged items, incorrect contents, or suspected tampering must be reported within 48 hours of the carrier marking the shipment delivered.
To qualify for our voluntary replacement, reship, store-credit, or refund review for these claims, you must provide a continuous, unedited unboxing video beginning before the shipping package is opened.
- The shipping label must be clearly visible.
- Show the sealed package and all sides of the package before opening it.
- Record the package being opened continuously without cuts, edits, pauses, or removed items.
- Show all packing material and every item received.
- Clearly show any damage, missing contents, incorrect items, or evidence of tampering.
Please keep the shipping carton or mailer, labels, packing materials, containers, and damaged items until the claim has been resolved. We may request additional photographs or information.
If the required unboxing video is not available, a claim may be ineligible for our voluntary replacement, reship, credit, or refund program, except where prohibited by law or where other reliable evidence establishes the claim.
Lost, Delayed, or Carrier-Related Shipments
Once an order has been accepted by the shipping carrier, delays, routing errors, loss, theft, or damage caused by the carrier may require a carrier investigation before a resolution can be issued.
Sequence Matters Supply will assist with eligible carrier claims when appropriate. A replacement, reshipment, credit, or refund is not automatic solely because a carrier delay or delivery issue is reported. Each claim will be reviewed using tracking information, carrier findings, available insurance coverage, and applicable law.
Packages confirmed by the carrier as lost or damaged before successful delivery will be reviewed for an appropriate resolution. Packages marked delivered may require the customer to first contact the carrier/local post office and complete a delivery investigation.
Customers are responsible for providing a complete and accurate shipping address. Losses or additional shipping costs caused by an incorrect customer-provided address, refusal of delivery, or failure to retrieve a package may not qualify for a free reship.
Nothing in this policy limits rights that cannot legally be waived.
Resolution of Eligible Claims
After reviewing an eligible claim, Sequence Matters Supply may provide a replacement, reshipment, store credit, partial refund, or refund as appropriate to the circumstances. Approval is not automatic merely because a claim is submitted.
How to Submit a Claim
Email support@sequencematterssupply.com within the applicable claim period. Include your order number, a short description of the issue, and the required unboxing video when applicable.