Once your order has been placed and processed, you will receive a confirmation email with your order details right away. This email will include an expected delivery timeframe.

After we process your order and the products arrive in your destination country, you will receive an email with your tracking number and a link to track your delivery. If there are no updates immediately, please be patient and check back later.

If your order still hasn't arrived, or you can't locate your delivery, please contact us within 14 days of your estimated delivery date, otherwise we will not be able to process your claim for the order not being received.

Delivery times vary depending on where you are and the shipping method selected.

• US customers: We offer fast shipping which delivers within 1–2 business days, and slower shipping takes around 3–7 business days.
• International friends: Typically arrive within 7–10 business days.

We offer free standard shipping on orders over US$65. Shipping fees will be calculated and displayed at checkout.

We do ship to most countries, however, there are a few that we are unable to send to.

To review the destinations we currently don't ship to, please see below:

• Afghanistan
• Aland Islands
• Albania
• Andorra
• Armenia
• Azerbaijan
• Bahamas
• Bangladesh
• Barbados
• Belarus
• Belize
• Benin
• Bhutan
• Bolivia
• Botswana
• Burkina Faso
• Burundi
• Cabo Verde (Cape Verde)
• Central African Republic
• Chad
• Comoros
• Congo (Republic of the Congo)
• Congo (Democratic Republic of the Congo)
• Costa Rica
• Côte d'Ivoire (Ivory Coast)
• Cuba
• Djibouti
• Dominica
• Dominican Republic
• East Timor (Timor-Leste)
• Ecuador
• El Salvador
• Equatorial Guinea
• Eritrea
• Eswatini (Swaziland)
• Fiji
• Gabon
• Gambia
• Georgia
• Grenada
• Guatemala
• Guinea
• Guinea-Bissau
• Guyana
• Haiti
• Honduras
• Iceland
• Indonesia
• Iran
• Iraq
• Israel
• Jamaica
• Kiribati
• Korea (North Korea)
• Kosovo
• Kyrgyzstan
• Lesotho
• Liberia
• Libya
• Liechtenstein
• Madagascar
• Malawi
• Malaysia
• Mali
• Marshall Islands
• Mauritania
• Mauritius
• Micronesia
• Moldova
• Monaco
• Mongolia
• Montenegro
• Mozambique
• Namibia
• Nauru
• Nepal
• Nicaragua
• Niger
• North Macedonia
• Palau
• Palestine
• Panama
• Papua New Guinea
• Paraguay
• Russia
• Saint Kitts and Nevis
• Saint Lucia
• Saint Vincent and the Grenadines
• Samoa
• San Marino
• São Tomé and Príncipe
• Senegal
• Seychelles
• Sierra Leone
• Solomon Islands
• Somalia
• South Sudan
• Sudan
• Suriname
• Syria
• Tajikistan
• Thailand
• Tonga
• Trinidad and Tobago
• Tunisia
• Turkmenistan
• Turkey
• Tuvalu
• United Arab Emirates
• Vanuatu
• Vatican City
• Venezuela
• Yemen
• Zambia
• Zimbabwe

Please note that international shipments can take around 7–10 days.

No, we do not currently offer expedited shipping options. However, we understand the eagerness to receive and try your products quickly and are actively working to implement faster shipping solutions worldwide. Stay tuned as we develop new delivery options to better serve your needs.

We're sorry your item(s) have been damaged, we are just as disappointed as you are about this! However, it is possible that some items break during shipment and we'll do our best to help.

Please email our team at support@soravibes.com with a video of your damaged item along with an image of the product charging cable and we will resolve the situation as best as we can!

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it's headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive. If you still are unable to locate the package, please reach out to the carrier directly.

If you need additional help, reach out to our Care team at support@soravibes.com and they will do their best to assist you!

Put in the wrong address or need to cancel your order? You've got a 2-hour window to make changes. Just head to account.soravibes.com, log in with the same email you used at checkout, and click on your order to make changes. If it's been a bit longer, drop us a note at support@soravibes.com and we'll do our best to help. Keep in mind that after 2 hours, making any changes to your order is a request and isn't guaranteed.

We are sorry to hear you received the wrong item in your order! We can imagine how frustrating this might be. Please reach out to the Care team at support@soravibes.com and they will do their best to assist you.

Please include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

Once received, we will do our best to assist you!

Put in the wrong address or need to cancel your order? You've got a 2-hour window to make changes. Just head to account.soravibes.com, log in with the same email you used at checkout, and click on your order to make changes. If it's been a bit longer, drop us a note at support@soravibes.com and we'll do our best to help. Keep in mind that after 2 hours, making any changes to your order is a request and isn't guaranteed.

We offer multiple convenient payment options including credit cards, Shop Pay, Apple Pay, and Klarna to make your checkout experience seamless.

Put in the wrong address or need to cancel your order? You've got a 2-hour window to make changes. Just head to account.soravibes.com, log in with the same email you used at checkout, and click on your order to make changes. If it's been a bit longer, drop us a note at support@soravibes.com and we'll do our best to help. Keep in mind that after 2 hours, making any changes to your order is a request and isn't guaranteed.

Keep in mind once your order ships, we're unable to make changes.

💛 Your satisfaction genuinely matters to us — it's the reason we built Sora.

1. Unopened Products (within 30 days)

Changed your mind? No problem. You can:

• Exchange for a different product — we'll swap it out at no extra cost.
• Return for a full refund — simply send it back unopened, unused, and in the original packaging, and we'll refund you in full.

Due to hygiene and safety standards, returns must be in their original sealed packaging.

2. Opened Products (within 30 days)

We know personal wellness products are… well, personal. If you've tried yours and it's not quite right, our Pleasure Guarantee has you covered:

• Exchange for a different product — Our most popular option. We'll send you something better suited at no extra cost. Our care team can help you find the right match.
• Store credit — Receive generous credit toward your next purchase, so you can explore other products from our range.

Not sure which option is best? Message our care team — they'll help you find the perfect fit.

Our Pleasure Guarantee is a one-time courtesy per customer. It's a trust-based system we created because we believe in what we make — and we hope it's used in that same spirit. 💛

3. Damaged or Defective Products

Received something that isn't working properly? Just reach out with a photo or short video, and our team will sort it out right away.

We genuinely care about your experience with us — your satisfaction is at the heart of everything we do.

If for any reason you're unhappy or change your mind about an unopened product within 30 days, we'll gladly exchange it for something that suits you better. Prefer a refund instead? Simply ship the product back to us, and we'll issue a full refund once it's received.

Please note that standard returns are only accepted if a product is unopened, unused, and unworn due to hygiene and safety standards, and must be in the product's original packaging.

Start your return:

Contact our support team at support@soravibes.com first to have your return reviewed and approved. Once approved, we'll provide return shipping instructions and the correct return address for your region.

Firstly, we are disappointed to hear that your toy isn't working as intended. However, we are here to help solve your issue as soon as possible! Before you contact us, here are a few tips to check that might help get your toy working again.

1. Ensure you haven't used it in the shower if your toy is not waterproof.
2. Make sure you have charged your toy for the recommended time. Double-check the product manual to make sure that it is fully charged.
3. Clean your toy with a proper toy cleaner to avoid any damage to the toy's material.

If all the above fails, please contact our care team at support@soravibes.com with the following details:

• Video of the issue you are experiencing
• Image of the charging cable type

Our care team will do their best to assist you and ensure you have a working product in no time!

We've got you covered! All of our products come with a 12-month warranty. If your item is defective within this period, we'll happily replace it at no extra cost.

We care about your privacy and want to help you understand how we collect, use, and share your personal information. It's a pretty long read, but our Privacy Policy tells you exactly how we may use your data and what we do to keep that data safe at all times!

Sora will most definitely not, under any circumstances, sell your data to a third party. We only use your data for marketing purposes of our own, for example sending you email offers when you sign up for emails or asking you to leave a review of our products or service via a third-party provider.

If you are curious, you can read our full Terms of Service to find out more.

For your privacy, all orders are billed under our parent entity "Sora Vibes Ltd." This ensures purchases remain discreet and private.

No. Your statement will only show "Sora Vibes Ltd." — not the product name or our brand.

If you placed an order with us, "Sora Vibes Ltd." is the billing name that will appear. If you're unsure, please reach out to our support team at support@soravibes.com with your order number, and we'll confirm right away.

Of course. While your bank statement stays discreet, we can always provide an invoice showing your purchased items for your records.