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SOREX

Answers

Frequently asked

If the answer is not here, write to us. Every message answered within one business day.

Payment and your statement

What will this charge look like on my bank statement?
Your statement will show SOREX. That is not the same as the store name, so note it now — an unrecognised line item on a statement is the most common reason people dispute a charge they actually made. It is also printed at checkout and on your order confirmation.
I do not recognise a charge from you. What should I do?
Contact us before contacting your bank — support@sorexskincare.com or +1 (954) 806-8385. We can identify the order or refund it immediately, usually the same day. A dispute filed with your bank takes weeks to resolve and we cannot speed it up once it has started.
Is this a subscription? Will I be charged again?
No. Every order is a single one-time purchase. There is no subscription, no membership, no auto-refill and no trial that converts. Your card is charged once, for the amount shown at checkout, and never again unless you place another order.
Why do you ask for a billing address separately from shipping?
Because your bank checks the billing address against the one your card is registered to. If we sent your shipping address instead, perfectly good cards would be declined. The billing address is the one your statement goes to, even when the parcel is going somewhere else.
Is my card safe on this site?
Your card number never reaches our servers. The card fields at checkout are hosted inside an encrypted frame served by a PCI DSS Level 1 certified card vault, and we only ever receive a token plus the brand, last four digits and issuing country. Full detail on the payment security page.
What currency am I charged in?
All prices are shown and charged in US Dollars (USD). We do not charge in any other currency, and there are no hidden fees added after checkout.

Shipping and returns

How fast will it arrive?
Standard shipping is 3–5 business days and costs $6.95, free on orders over $85. Express is 1–2 business days at $21.95. Orders placed before 2pm ET on a business day go out the same day.
Do you ship internationally?
Not currently. We ship to all 50 US states including PO boxes and APO/FPO addresses.
Can I return something I have opened?
Yes — that is the point. You have 30 days from delivery, opened or not, for a full refund. No restocking fee, no reason required, and we send you a prepaid return label. Skincare cannot be judged sealed.
How long does a refund take?
We issue it as soon as the carrier scans your return — you do not have to wait for it to reach us. Your bank then takes a further 5–10 business days to post it to your statement. Refunds always go back to the card used for the order.
My order arrived damaged.
Send a photo to support@sorexskincare.com and we ship a replacement immediately. Do not return the damaged item first — we do not need it back.
Why is there a cold pack in my box, and why is it warm?
Between May and September the 2000 concentrates ship in an insulated mailer with a phase-change pack, at no extra cost. It is not an ice pack and it will often arrive at room temperature — its job is to cap the peak temperature in transit, not to arrive cold.

The products

What does the four-digit number mean?
It is the product's index, and the thousands digit is its series: 1000 cleanse, 2000 concentrates, 3000 hydrate, 4000 eye and lip, 5000 resurface, 6000 daylight, 7000 body, 8000 minis, 9000 regimens. The number tells you where the product goes in a routine, and it is what our support team will ask you for.
What is the fill date on the bottom of the pack?
The date that batch was filled. Not a lot code you would need us to decode — an actual date, so a claim about freshness is something you can check rather than take on faith.
Where do I start if I have never used any of this?
The 9010 Starter Regimen: cleanser, peptide concentrate, moisturizer, sunscreen. No acid and no retinoid, deliberately — both are worth adding later, neither is worth adding in week one when you have no baseline. Or try the 8010 Discovery Set for $32 first.
Can I use the retinal and the peel on the same night?
No. 2020 and 5010 are both strong and together they are just irritation. Alternate them, and never use the peel more than once a week.
Is anything here safe in pregnancy?
2030, 2040, 2070 and 2080 are, along with the whole 9020 Barrier System. 2020 Retinal Concentrate is not — retinoids are contraindicated in pregnancy and breastfeeding. Check with your own clinician; we are not one.
Will these treat my acne, rosacea or melasma?
No. These are cosmetic products and they work on the appearance and feel of skin. They are not intended to diagnose, treat, cure or prevent any disease. If you have a diagnosed skin condition, a dermatologist is the right place to start and we would rather say so than sell you a serum.
Are the percentages on your product pages real?
Yes, and they are on the physical pack too so the two cannot drift apart. The consumer study figures are a separate thing — those are self-assessed appearance results reported by participants, labelled as such, and are not clinical endpoints.