FAQs

Every Sora order ships with tracking. Here is how it works, start to finish.

What happens after you order

1. You get an order confirmation email straight away.
2. We process your order within 1 to 2 business days.
3. The moment it's dispatched, you get a shipping email with your tracking link.

That tracking email is the one to watch for. If it's not in your inbox within 2 business days of ordering, check your spam folder first. Still nothing? Email us at [email protected] with your order number and we'll send the link over.

Reading your tracking

Tracking can go quiet for a few days while a parcel moves between carriers or sits in customs. That's normal, not lost. Your delivery window depends on where you are:

• Hong Kong: 1 to 3 business days
• Asia Pacific: 5 to 7 business days
• Europe and North America: 7 to 14 business days
• Everywhere else: 10 to 20 business days

Those windows start when your order is dispatched, not when you place it.

If your parcel is taking too long

If tracking hasn't moved and you're past the delivery window for your region, write to us with your order number. We'll chase the carrier, find out exactly where it is, and make it right if it's gone missing.

One more thing, because people ask: the box is plain and unbranded. Nothing on the outside says Sora or hints at what's inside.

We ship worldwide from Hong Kong, and every order includes tracking.

How long it takes

First, we process your order within 1 to 2 business days. Then delivery depends on your region:

| Region | Delivery after dispatch | |---|---| | Hong Kong | 1 to 3 business days | | Asia Pacific | 5 to 7 business days | | Europe and North America | 7 to 14 business days | | Rest of World | 10 to 20 business days |

So a typical order to the US or Europe arrives within about 2 to 16 business days of ordering, and usually well inside that.

What shipping costs

Most orders ship free worldwide. Whatever applies to your cart shows at checkout before you pay, so there are no surprises.

Worth knowing

• Couriers and customs occasionally slow things down despite everyone's best efforts. If your parcel is past its window, email [email protected] with your order number and we'll chase it.
• International orders can attract customs duties or taxes set by your country. Those are the customer's responsibility. More in our customs and duties article.
• Every parcel ships in plain, discreet packaging with no mention of Sora Vibes or what's inside.

International shipping sometimes comes with paperwork. Here's how it actually works.

Will I pay customs charges?

Possibly. Some countries charge import duties or taxes on parcels arriving from abroad. If yours does, those charges are set and collected by your country, and they are the customer's responsibility. We can't predict the amount or pay it for you, because it never touches us. Your local customs office or carrier collects it.

Many parcels sail through with no charge at all. It depends entirely on your country's rules and thresholds.

Will customs delay my order?

Sometimes a parcel sits in customs for a few days. That's normal and usually resolves on its own. If your tracking has been stuck in customs well past your delivery window, email [email protected] with your order number and we'll investigate with the carrier.

Will customs know what's in the box?

The parcel itself is plain and unbranded, with no mention of Sora Vibes or the product type on the box or label. Customs authorities can legally inspect any international parcel, which is true for every parcel from every store, and is out of our hands.

If you have a specific concern about ordering to your country, write to us before you order. We'd rather answer first than surprise you later.

Speed is everything here. Orders are processed within 1 to 2 business days, and once a parcel is with the courier, nobody can call it back. So if you need to change something, write to us the moment you realize.

Cancelling an order

Email [email protected] with your order number and "cancel" in some form. If your order hasn't been dispatched yet, we can usually cancel it and refund you in full to your original payment method.

If it has already shipped, you still have options:

• Refuse the parcel when the courier delivers it, so it comes back to us, and we'll refund you when it arrives.
• Accept it and return it within 30 days for a full refund. Returns are free, so this costs you nothing.

Changing your shipping address

Same rule: if the order hasn't shipped, send us your order number and the complete new address as fast as you can, and we'll do our best. Once it's with the courier we can't redirect it.

Changing the items

Before dispatch, we can usually remove an item or swap one item for another. Email us with your order number and what you'd like. We can't add items to a placed order, so for an extra item just place a second order.

One last tip

Replies to [email protected] get to us fastest. Include your order number in the first message and you've saved a whole back-and-forth.

Totally fair question, and one we take seriously. Here is exactly how private your order is.

The box

Every order ships in a plain, unbranded box. No logo, no product name, no mention of Sora Vibes anywhere on the outside. The shipping label is just as boring. To anyone who sees it on a doorstep, in a mailroom, or at the kitchen table, it's a parcel. Nobody knows but you.

Your bank statement

The charge won't name the product or spell out what's inside. Your statement stays as uneventful as the box.

If you share an account and need to know the exact wording that will appear, email us at [email protected] before you order and we'll confirm it for you.

Your data

Your details are used to fulfill your order and help you when you ask, nothing weirder than that. Payments run through Shopify Payments with PCI-DSS encryption, and we never see your full card number. You can unsubscribe from emails in one click, and you can ask us to access, correct, or delete your data at any time.

One thing we won't pretend

Customs authorities can inspect international parcels, like they can with any parcel from any store. The packaging gives nothing away, but we won't promise you things no store can control.

Questions about a specific situation? Write to us. Discretion questions get straight answers here.

You have 30 days from the day your order arrives, and returns are free. We cover the return shipping, so a return never costs you anything. We're a new brand, and we'd rather lose a sale than leave you stuck with something that isn't right.

Unopened and sealed

If your item is unused, unopened, and in its original packaging, you have two options within 30 days:

• Exchange it for a different product at no additional cost
• Return it for a full refund

Either way, the return shipping is on us.

Opened or used

Still covered. Email us within 30 days with your order number and a short note on what isn't working for you, and we'll sort out an exchange, store credit, or a refund, whichever suits you. Since opened products can't be restocked, you'll usually just keep it. No shipping, no fuss.

Damaged or defective

We'll fix this fast. See our damaged item article. Short version: full refund or free replacement, your pick, and you keep the product. A photo helps us improve, but we won't make you jump through hoops.

How to start a return

1. Email [email protected] with your order number, the product, and the reason.
2. We'll reply with everything you need. If the item is coming back to us, we'll send the return address and cover the shipping.
3. Please don't ship anything back before you hear from us. Unannounced parcels are very hard to match to orders.

The practical details

• Return shipping: free. We pay it, every time.
• Refund timing: give us a few days to process it. Refunds go to your original payment method, and your bank may take a few extra days to show it.
• Not returnable: gift cards and items marked Final Sale or Non-Returnable on the product page. Outside the 30 days? Write to us anyway. We're not sticklers.

We're really sorry. That's not the experience we want you to have, and we'll fix it fast. Here's what to do.

What to send us

Email [email protected] with your order number. If you can add a photo or short video of the issue, it genuinely helps us improve the product, but it's not a condition for getting this sorted. A blurry phone clip is fine.

What happens next

We'll arrange a full refund or a free replacement, whichever you prefer. Give us a few days to process it. You keep the product either way, and you never pay return shipping, because there's no return.

While we sort it out: if your toy is app-enabled, give the free Sora Vibes app a try. Download it on the App Store, pair it with your massager, and check out the audio stories. We're launching an AI voice companion soon too. We hope it makes the experience a little better.

Before you write, two quick checks

If the problem is "it won't turn on," these fix most cases:

• Use the charging cable that came in the box, and make sure the charging contacts line up properly.
• Give it a full charge before judging it. A toy that sat in transit can arrive completely empty.

Still lifeless? Then it's on us. Send your order number and we'll take care of it.

If it's been more than 30 days

You're still covered. Every Sora product carries a 12-month warranty, so if it stops working months in, see our warranty article. Same fix, longer window.

Every Sora product is covered by a 12-month warranty. If it stops working within a year, that's our problem to fix, not yours.

What that means

If your product stops working properly within 12 months of your order, we'll take care of it. No forms, no hoops.

How to claim

Email [email protected] with:

1. Your order number
2. A photo or short video showing the problem

We'll review it and confirm next steps quickly. That's the whole process.

Worth trying first

A surprising number of warranty cases turn out to be charging quirks. Before you write:

• Charge with the cable that came in the box.
• Check the charging contacts are lined up and clean.
• Give it a full, uninterrupted charge before testing.

If it's still misbehaving after that, it's a warranty case. Send it our way.

The first 30 days

If your item arrived damaged or was faulty out of the box, you don't need the warranty at all. Within 30 days of delivery, the returns policy gets you a replacement or full refund directly, free of charge, and you keep the product. See our damaged item article.

A little care keeps your toy feeling new and keeps everything hygienic. Here are the basics that apply across the Sora range.

The golden rules

1. Clean before and after every use.
2. Use water-based lube only. Glide is made for exactly this, and it rinses off easily.
3. Let everything dry fully before it goes back in a drawer.

Cleaning by product

Surge and Thrust. Both are open-ended by design, so water runs straight through. Rinse thoroughly after use, let the sleeve dry completely, and you're done. Cleanup doesn't get much easier than that, which is the point.

Ripple, Rumble, and Tango. All three are body-safe silicone and waterproof for everyday cleaning, so rinsing them is no drama. Wash, rinse, dry, store.

Glide. It's water-based, aloe-infused, and pH-balanced, free from glycerin, parabens, fragrances, and dyes. It washes off skin and toys with just water.

Why water-based lube matters

Water-based lube is safe with every Sora toy and with latex and polyisoprene condoms. Other lube types can degrade soft toy materials over time. Stick to water-based and your toy will thank you, silently.

Got a specific care question?

Soap choices, storage setups, travel, or anything this article doesn't cover: email [email protected] and we'll confirm the right answer for your exact product rather than have you guess.

All powered Sora toys are USB rechargeable, and the cable comes in the box. No batteries to buy, ever.

Charge times and play times

| Product | Charge time | Play time | |---|---|---| | Ripple | About 1 hour | Around 2 hours | | Rumble | About 90 minutes | Up to 2.5 hours | | Surge | About 30 minutes | Around 2 hours |

Thrust has no motor, so there's nothing to charge. It's ready when you are.

Charging well

• Use the cable that came in the box.
• Make sure the charging contacts line up properly. If the toy isn't showing it's charging, reseat the connection.
• Give it a full first charge before the maiden voyage. Toys can arrive with an empty battery after their travels.

My toy won't charge or turn on

Run through these in order:

1. Try the original cable and a different USB power source.
2. Check the contacts are clean and aligned.
3. Leave it on charge for the full charge time, uninterrupted, then try again.

Still nothing? You're covered by the 12-month warranty. Email [email protected] with your order number and a short video of the issue, and we'll take care of it.

Welcome. No awkwardness on this side of the screen, just honest answers about what suits you. Here's the whole range, translated from product page to plain English.

If you want internal play

Rumble, $89. Designed for beginners on purpose. Smooth egg shape, one button, a pull-out loop for easy removal, and you start on level one and climb only when you want to. It comes with a wireless remote and pairs with the free Sora Vibes app, so a partner can take over from anywhere. The app also has audio stories, and an AI voice companion is on the way.

If you want G-spot or flexible play

Ripple, $79. A slim, bendable wand with a rotating head, built for precise internal and external play. It flexes to your body rather than asking your body to adapt. Also app-enabled for custom patterns and long-distance control.

If you're shopping as a couple

Tango, $89. A C-shaped massager worn during sex, stimulating inside and outside at the same time, with a remote and app control for whoever earned it. One honest note: Tango is currently on preorder, so check the product page for availability before you plan the evening around it.

If you want a stroker

Surge, $75. Our bestseller. Ultra-soft interior, deep vibrations with 10 intensities, and an open-ended design that makes cleanup genuinely easy.

Thrust, $39. The simple one. Luxuriously soft ribbed sleeve, no batteries, no charging, no learning curve. Also open-ended for quick cleanup.

Whatever you pick, add lube

Glide, $12. Water-based, aloe-infused, pH-balanced, and free from glycerin, parabens, fragrances, and dyes. Safe with every toy here and with latex and polyisoprene condoms. Lube makes everything better. This is the most reliable advice in this entire help center.

Or let a kit decide for you

• The Deep Stroke Kit, $45: Thrust + Glide. The lowest-commitment start.
• The Power Play Kit, $82: Surge + Glide. The bestseller, properly equipped.
• The Hands Solo Kit, $115: Surge + Thrust + Glide. Both strokers, one box.
• The Ultimate App-grade, $160: Rumble + Ripple + Glide. The long-distance couple's bundle.

Every kit costs less than buying its products separately.

The safety net, in plain terms

Plain unbranded box, nothing on your bank statement that names the product, 30-day free returns, and a 12-month warranty. If the first pick isn't right, we'll exchange or refund it, on us.

Still torn between two? Email [email protected] and tell us what you're looking for. We'll give you a straight recommendation, not a sales pitch.

The free Sora Vibes app gives you phone control, custom vibration patterns, long-distance partner play, and audio stories, with an AI voice companion launching soon. Download it on the App Store, then here's how to get connected.

First, check your toy

The app works with Ripple, Rumble, and Tango. Surge and Thrust don't connect, and don't need to. Surge has its own on-device controls, and Thrust has no motor at all.

Pairing, step by step

1. Charge your toy fully and power it on.
2. Open the Sora Vibes app and create an account or log in.
3. From the Home screen, tap Link Massager.
4. Allow the Bluetooth permission when your phone asks.
5. Keep the toy close to your phone. The app searches, finds it, and shows it as connected.

That's it. From there you control everything from your phone.

If the app can't find your toy

Work down this list. One of these fixes it almost every time:

1. Make sure the toy is charged and switched on.
2. Check your phone's Bluetooth is on and the app has its Bluetooth permission. On Android, the app may also need the Location permission, which Android requires for Bluetooth scanning.
3. Bring the toy right next to your phone while pairing.
4. If it paired before and now shows Disconnected, unpair it in the app and pair it fresh.
5. Restart the app, then restart your phone.

If you see more than one device listed, the app shows a selection screen. Pick yours and carry on.

Still stuck?

Email [email protected] and tell us which product you have, what phone you're on, and where exactly it gets stuck. Our app team will dig in.

Hand your partner the controls from across the room or across the world. Here's how the Sora Vibes app's partner mode works.

What you need

• An app-enabled toy: Ripple, Rumble, or Tango
• The free Sora Vibes app on both phones, each with an account
• An internet connection on both phones

The toy connects to its owner's phone by Bluetooth. The two phones connect to each other over the internet, so distance genuinely doesn't matter.

While you're in the app, have a listen to the audio stories too. And an AI voice companion is launching soon.

Setting up a session

1. The toy's owner pairs the toy to their phone first. See our pairing guide if you haven't.
2. The owner opens Share control in the app and creates a session code.
3. The partner opens the app on their phone, picks Take control, and enters that code.
4. The partner now controls the owner's toy from wherever they are. Losing the ability to form sentences is normal.

The shared session is called the Long distance Room in the app.

If your partner can't join

• Check both phones have internet and both of you are logged in.
• Codes are session-specific. If a code fails, end the session, create a fresh code, and try again.
• Make sure the owner's toy shows as connected in the app before creating the code.

Still stuck?

Email [email protected] with what phones you're both using and where the connection fails, and our app team will sort it out.

Glide and Surge are available on a monthly subscription at 10 percent off. Everything about your subscription is self-serve, and here's where to find it.

Your subscription portal

Every subscription email we send you, including the upcoming-charge reminders, has a Manage Subscription link. That link opens your portal. You can also reach it by logging into your account at soravibes.com.

From the portal you can:

• Skip a delivery
• Change your next charge date
• Update your address or payment method
• Cancel your subscription

No phone calls, no convincing anyone. It takes about a minute.

Want a break, not a breakup?

Skip a delivery. You can skip month by month with no commitment, and your discount and place stay exactly as they were. It's the closest thing to a pause, and it's one tap in the portal.

Cancelling

Also one tap in the portal, any time. If you'd rather we do it, email [email protected] from the email on your subscription and we'll handle it.

Billing

Your subscription bills monthly to the payment method you used at checkout, and your portal shows the exact next charge date. If you can't find your portal link or something about a charge looks off, email us with the details and we'll sort it out quickly.

The Vibes+ app subscription

Vibes+ is the app's premium tier, separate from product subscriptions. The trial is free for 3 days and converts automatically to the annual plan at 99 dollars per year unless you cancel during the trial. Cancel within those 3 days and you pay nothing. For anything Vibes+ related after the trial, email [email protected] and we'll take care of it.

The short version: we take the usual cards and wallets, payments are encrypted end to end, and nothing on your statement will spell out what you bought.

What we accept

Visa, Mastercard, American Express, Union Pay, Apple Pay, Google Pay, and Shop Pay. Prices are in USD.

All payments run through Shopify Payments and comply with PCI-DSS standards. Your card details are encrypted, and we never see your full card number.

What appears on your statement

The charge won't name the product. Your statement stays as uneventful as our plain unbranded box. More on that in our discreet packaging article.

My payment was declined

Declines come from the card issuer, not from us, and they rarely say why. Three things to try:

1. Double-check the card number, expiry, and billing address match your bank's records.
2. Try a different card.
3. Try a wallet instead. Apple Pay, Google Pay, and Shop Pay often succeed where a typed card fails.

If nothing works, your bank can tell you why the charge is being blocked. International charges are sometimes flagged by default, and a quick approval on your banking app fixes it.

I see a double charge

Usually one of the two is a pending authorization, not a real charge, and it drops off on its own within a few business days. If both charges settle, email [email protected] with your order number and the charge details, and we'll check it immediately.

A charge I don't recognize

Email us with the date and amount and we'll look it up before you do anything drastic. If you have a Glide or Surge subscription, a monthly renewal is the most common explanation.

Real people, straight answers, no judgment. Here's how to reach us and how to get the fastest possible fix.

Email

[email protected]

One inbox for everything: orders, returns, product questions, app trouble, subscriptions, privacy requests, and anything else. We read everything and we answer like humans.

Help us help you fast

Include these in your first message and you'll usually get a complete answer in one reply:

• Your order number. It's in your confirmation email, and it's what lets us actually look things up.
• For a damaged or faulty item: a photo or short video of the issue.
• For app trouble: which product you have, what phone you're on, and where it gets stuck.
• For subscription questions: the email address on your subscription.

Before you write, it might already be answered

• Where's my order: see Track my order
• Returns and refunds: see Returns and refunds
• What shows on the box and your statement: see Discreet packaging and billing
• Toy won't pair: see the App pairing guide

A note on privacy

Writing to us is as discreet as ordering from us. Your messages stay between you and the support team, and we'll never reference your order contents anywhere you haven't asked us to.