FAQ

Frequently Asked Questions (FAQ)

Welcome to the Sorelle Frequently Asked Questions page. We're here to help ensure you have the best possible shopping experience. If you need further assistance, please don't hesitate to contact us.

Question 1: How long will it take to receive my order?

Answer:
Here are our estimated delivery timelines:

• Handling Time: 1–2 business days
• Transit Time: 6–8 business days
• Estimated Delivery Time: 7–10 business days

For more details, please review our Shipping Policy.

Question 2: Do you offer free shipping?

Answer:
Yes. We offer free shipping on all orders within the United States, with no minimum order requirement.
For more information, please visit our Shipping Policy.

Question 3: Where is Sorelle located?

Answer:
Sorelle is a USA-based online business, located in Tampa, Florida. We ship within the United States.

Question 4: What if I receive a defective product?

Answer:
If you receive a defective item, we will replace it at no cost to you. Please contact us within 14 days of delivery with a photo of the issue.

For full details, see our Refund Policy.

Question 5: Can I cancel my order after it's placed?

Answer:
Yes. We offer a 24-hour cancellation window.
To cancel your order within this timeframe, please email info@sorellewater.com with your order number as soon as possible.

Question 6: What is your return policy?

Answer:
You have 60 days from delivery to return your order for a full refund. There is no restocking fee and you do not need the original packaging. You are responsible for the cost of the return shipping label.
Full details: Refund Policy

Question 7: When will I receive my refund after returning a product?

Answer:
Once your return is received and inspected, refunds are issued within 7 business days to your original payment method. Your bank or card provider may take a few additional days to post it.

For more information, see our Refund Policy.

Question 8: Do you offer any warranties or guarantees?

Answer:
Yes. Every order is covered by the 60-Day Sorelle Guarantee. If it is not right for you, email us within 60 days of delivery for a full refund.
For full terms, see our Refund Policy.

Question 9: How can I contact customer support?

Answer:
You can reach our support team through our Contact page or by emailing us directly at info@sorellewater.com. We aim to reply within 1–2 business days.

Question 10: Do you ship internationally?

Answer:
No. At this time we ship within the United States only, including all 50 states.

Question 11: Do you have a physical store location?

Answer:
No. We are an online-only store, which allows us to offer competitive pricing and a wider product selection.

Question 12: Can I place a bulk order for my business or organization?

Answer:
Yes, bulk orders are available.
Please email info@sorellewater.com for pricing and details.

Question 13: What is the process for exchanging a product?

Answer:
Email us with your order number and the finish or product you would like instead, and we will set up the exchange. Instructions are outlined in our Refund Policy.

Question 14: How can I track my order?

Answer:
Once your order has shipped, you will receive an email containing your tracking number. You can check the status of your shipment any time on our Track Your Order page using your order number or tracking number.

Question 15: How often do I need to replace the filter?

Answer:
Plan on approximately 3 to 4 months for a two-person household. Filter life varies with usage and local water conditions. You will know it is time when flow slows or the media inside discolors. Replacement filters for the Sorelle Filtered Shower head are $29.99, and can be delivered automatically every 90 days with Subscribe & Save.

Store Name: Sorelle Water
Address: 1220 East Cumberland Ave, 403, Tampa, FL 33602
Email: info@sorellewater.com
Phone: +18132522577

Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM EST

Response Time:
We aim to reply within 1–2 business days.