FAQs
Last Updated: September 13, 2025
Welcome to the Secquent.com FAQ section. Here, we've answered some of the most common questions about our store and policies. If you can't find the answer you're looking for, please don't hesitate to contact us directly.
General Questions
Q: What are your business hours? A: We are open Monday to Friday, from 08:00 to 18:00 (8:00 AM to 6:00 PM) ET.
Q: How can I contact customer service? A: You can reach us by:
Phone: +1 (517) 545-1700
Email: contact@secquent.com
Address: 532 CHERRY DR., DAYTON, OH, 45405, United States
Ordering & Payment
Q: What payment methods do you accept? A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as popular digital wallets like PayPal, Apple Pay, and Google Pay.
Q: Is my payment information secure? A: Yes. We use industry-standard encryption and partner with leading payment gateways to ensure your transaction is secure. We do not store your credit card information on our servers.
Q: Can I change or cancel my order after it has been placed? A: We process orders quickly. If you need to change or cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes after an order has been processed for shipping.
Shipping & Delivery
Q: Do you offer international shipping? A: No, at this time, we only ship to addresses within the United States.
Q: How long does it take to process an order? A: All orders are processed within 2-3 business days. Please note that we do not ship on weekends or holidays.
Q: How can I track my order? A: Once your order has shipped, you will receive a Shipment Confirmation email with a tracking number. You can use this number to track your order's delivery status.
Q: What should I do if my package is lost or damaged? A: We are not liable for products damaged or lost during shipping. If your order arrives damaged, please contact the shipping carrier immediately to file a claim. If your package is lost, and the tracking information shows it was delivered, please contact us so we can assist you in filing a claim with the carrier.
Returns & Exchanges
Q: What is your return policy? A: We have a 30-day return policy. Items must be unused, in the same condition you received them, and in their original packaging. A receipt or proof of purchase is required for all returns.
Q: How do I start a return? A: To initiate a return, please contact our customer service team at contact@secquent.com. We will provide you with instructions on how to return your item.
Q: Do I have to pay for return shipping? A: Yes, you are responsible for paying your own shipping costs for returning an item. Shipping costs are non-refundable.
Q: What if the item I received is defective or damaged? A: We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, please contact us for assistance.
Q: When will I receive my refund? A: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and a credit will automatically be applied to your original method of payment.