SuperNova Pro

Sorreno works with major international shipping companies such as FedEx, SF Express, DHL, UPS, and EMS, which collaborate with local courier services, allowing us to deliver directly to your home. We are proud to offer flat-rate worldwide shipping.

You will be charged once your order and all payments have been reviewed and approved before shipment, and processing may take a few days. To prevent credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or canceled.

Shipping Process

We typically require 2–5 business days to process your order and transport it to our carrier’s sorting facility. Some items may take longer, especially during holidays (up to 10 days) or if your order contains popular products experiencing stock availability issues.

Once your order has been processed by our shipping department, we can no longer make changes (including address changes). We ship only to the address provided at checkout.

We ship only on business days, not on Saturdays, Sundays, or holidays. Once your order has been dispatched, you will receive a shipping confirmation email.

For orders with multiple items, products may be shipped separately and arrive on different dates due to varying production partner locations.

Tracking

All orders are processed with tracking numbers. You will receive an email with your tracking number once your order has been sent to the carrier’s sorting facility.

For some carriers, it may take several days for tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no tracking information, please contact us.

Delivery

Delivery time varies depending on the country or region. Specific delivery dates are neither provided nor guaranteed:

Location

Estimated Shipping Time

United States

7–14 business days

Canada, Europe

10–14 business days

Australia, New Zealand

10–21 business days

Mexico, Central America, South America

15–30 business days

Note: The days listed above are only estimates in business days and do not include our 2–5 day processing time.

Although we make every effort to ensure your order is delivered on time, Sorreno cannot be held responsible for circumstances beyond our control, such as required postal or customs procedures, holidays, severe weather, labor disputes, protests, etc. These disruptions may cause delays beyond our original delivery estimates.

Customs, Taxes, and Other Fees

International shipments may be subject to import taxes, duties, and/or customs clearance fees once they reach the destination country. These charges are the sole responsibility of the recipient. Sorreno has no control over these fees and cannot predict their amount. If a shipment is refused and returned, you will be responsible for any applicable import taxes and return shipping costs.

Customs policies vary greatly from country to country. If you have questions, we recommend contacting your local customs office for more information.

Lost/Stolen/Damaged Packages

Sorreno is not responsible for lost, stolen, or damaged packages. If your tracking information shows that your package was delivered to your address but you have not received it, please report it and/or file a claim with your shipping carrier.

Please note: We rely on the time-stamp information from the tracking system and the carrier’s delivery confirmation when reviewing damage or return claims, and we may not be able to honor your claim if it is not reported.

Incorrect Address Disclaimer

It is the buyer’s responsibility to ensure that the shipping address entered is correct before placing an order. If the order has already been processed by our shipping department, we cannot retrieve it for an address change.

Feedback

We welcome your feedback, questions, or concerns. Please feel free to email us at hello@sorreno.com to let us know how we’re doing. We take your feedback seriously and are always striving to improve.

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at hello@sorreno.com . Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS] If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@sorreno.com.

Intimate Products

Due to the intimate nature of some of our products and for hygiene reasons, we do not accept returns or offer refunds for items that have been opened, used, or are no longer in their original sealed packaging.

However, we understand that issues can occasionally arise. If your item is:

Defective or damaged on arrival,

Missing parts,

Not functioning as described,

please contact our support team within 7 days of delivery with your order number and clear photo/video evidence. We will be happy to arrange a free replacement or a full refund.

All requests must be submitted before using the product. Used items cannot be returned under any circumstances unless legally required.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

110% Guarantee

We’re confident the SuperNova™ system can help you take full control over your performance. That’s why we offer a 110% Money-Back Guarantee — if you follow the program exactly and don’t notice any improvement in your PE or ED, we’ll refund 110% of your purchase price.

To qualify, the following conditions must be met:

Program ComplianceYou must follow the official SuperNova 6-Week Training Program exactly as outlined in the digital guide provided with your order.

Program Start DateThe program must begin within 7 days of receiving your SuperNova device. Delayed starts will void the guarantee.

Weekly Progress SubmissionYou must email your weekly results to hello@sorreno.com by 11:59 PM every Sunday (your local time). Missed or late submissions will disqualify eligibility.

Product Usage RequirementsYou must use SuperNova Lube™ exclusively during all sessions throughout the 6-week protocol.

DurationThe guarantee only applies if you complete all 6 consecutive weeks of the program without interruption.

Claim DeadlineGuarantee claims must be submitted within 5 days of completing the program. Late claims will not be accepted.

One-Time UseThis guarantee is limited to one claim per customer and per household.

Right to Modify or RemoveThis guarantee may be revoked, modified, or discontinued at any time without prior notice. Non-compliance, abuse, or dishonest reporting will result in disqualification.

To initiate your claim, email hello@sorreno.com with your full name, order number, and all six weekly reports.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sorreno.com.

Email or Phone - Sorreno - Checkout