Q: WHERE ARE YOU BASED AND WHERE DO YOU SHIP FROM?
A: We’re an Australian-based company. To offer worldwide shipping at an extremely low cost for all our valued customers, we produce and dispatch our quality items from China. We ensure that every product is crafted with care and meets our high-quality standards.
Q: WHAT IS THE CURRENCY ON YOUR WEBSITE?
A: For your convenience, the prices on our website will automatically display in your country's local currency based on your location. While the base currency for all transactions is USD, we offer customers the ability to seamlessly check out and complete their purchase using their own preferred currency, with the exchange rate handled automatically during payment.
Q: DO YOU ACCEPT CASH UPON DELIVERY?
A: Unfortunately, we currently only accept credit/debit card transactions and do not offer cash on delivery.
Q: WHAT TYPE OF PAYMENT CAN I USE?
A: We accept most major credit and debit cards. Please refer to the payment icons displayed at checkout for accepted methods.
Q: IS MY SHOPPING SECURE?
A: Absolutely. Your data is handled confidentially and protected using SSL (Secure-Socket-Layer) encryption technology. This ensures that your order details, name, address, and payment information cannot be accessed by third parties. All credit card payments are also verified through the 3D Secure process for added protection.
Q: WHEN WILL MY ORDER SHIP OUT AFTER PURCHASING?
A: Please allow 2 – 5 business days for processing and production before your order is shipped.
Q: I ORDERED MULTIPLE ITEMS BUT ONLY RECEIVED ONE. WHY DID I ONLY RECEIVE ONE?
A: As we work with multiple suppliers, some items may ship separately. You may receive one item before the others, so don’t worry if your full order doesn’t arrive all at once — the rest is on its way!
Q: HOW LONG IS THE SHIPPING TIME?
A:
Insured Shipping: 7 – 15 Business Days
DHL Priority: 2 – 5 Business Days
Please note: Delivery times are estimates and may vary due to high demand or during holiday seasons. We appreciate your patience and understanding.
Q: WILL I RECEIVE A TRACKING NUMBER?
A: Yes! Every order includes tracking. Tracking details will be provided once your order is processed. Please note that products may be shipped from different fulfillment centers depending on availability and quality sourcing.
Q: CAN I CANCEL MY ORDER?
A: You may cancel your order within 6 hours of purchase. To do so, please email us at support@sorrino.com with the subject line “CANCEL ORDER #____”.
You will receive a full refund (including shipping), minus a $3 USD operational fee to cover label printing and payment gateway charges.
Unfortunately, we cannot process cancellations after 6 hours of placing your order.
Q: I ENTERED AN INCORRECT ADDRESS!
A: If you notice an address error, please email us immediately at support@sorrino.com before your order is dispatched.
Once your order has shipped, we can no longer change the address. Please ensure your details are correct before checkout. Incorrect addresses are the customer’s responsibility, and we cannot issue refunds or replacements for such cases.
Q: WHY WAS MY PARCEL DISPOSED OF BY THE POST OFFICE?
A: This may occur if incorrect shipping information was provided or if the address was vacant upon delivery. Unfortunately, parcels marked as “Disposed by Post Office” cannot be refunded or resent.
Q: MY PARCEL IS MARKED AS “SENT BACK TO SENDER.” WHAT SHOULD I DO?
A: Please monitor your local tracking until the parcel shows as “delivered” to our 3PL warehouse. Once confirmed, our customer support team will contact you to confirm your correct address and send an invoice for the $7.95 USD reshipping fee.
Please note: In these cases, we only resend — we do not refund.
If we are not informed by the 3PL warehouse about the returned parcel, we are not responsible for undelivered packages due to customer address errors.
Q: I HAVE A QUESTION THAT WASN’T ANSWERED. CAN YOU HELP?
A: Absolutely! If you still have questions, please don’t hesitate to contact us at support@sorrino.com. Our friendly customer support team will get back to you within 24 hours.
