Frequently Asked Questions
Who We Are？
Our team is an independent photography equipment sourcing and retail team serving customers in Canada and the United States.
We work with a network of photography equipment dealers, distributors, studios, creators, and other industry contacts to identify competitive purchasing opportunities. Our role is to select suitable products, verify their source and condition, and make authentic photography equipment available at competitive prices.
Can I request a product that isn’t listed on your website?
Absolutely. If you’re looking for a specific camera, lens, or other photography equipment that is not currently listed, please contact us with the model details.
We’ll check availability and pricing through our supplier network and aim to provide you with a quote within 1 business day.
What condition are your products in?
SORA HOUSE offers products in three main condition categories: Brand New, Open Box, and Pre-Owned.
1) Brand New products are completely new and unused.
2) Open Box products may include items previously used for a creator or influencer review, display units, or individual components separated from a camera-and-lens kit. These products are generally in like-new condition.
3) Pre-Owned products are graded by condition, such as 99%, 95%, 90%, or 85%. However, SORA HOUSE only selects 99% and above 95% condition pre-owned equipment, with a strong focus on clean appearance, proper functionality, and overall condition close to like new.
The exact condition of each product will always be clearly stated on the product page before purchase.
Why are SORA HOUSE prices different from traditional retailers?
Our team uses a different sourcing and inventory model from many traditional photography retailers.
Our opportunities may come from dealer overstock, inventory clearance, studio inventory, regional promotions, product transitions, professional pricing, and other legitimate supplier offers.
We also keep our inventory model lean, which helps reduce inventory and operating costs.
Because our sourcing channels may differ from traditional Canadian authorized retail channels, product region, packaging, documentation, and manufacturer warranty eligibility may also differ.
Are your products authentic?
Yes. our team 100% guarantees the authenticity of every product we sell. We ONLY source products through selected suppliers and industry contacts.
Is SORA HOUSE an authorized Canadian dealer?
SORA HOUSE operates as an independent photography equipment sourcing and retail business.
Unless specifically stated on a product page, products should not be assumed to come through Canadian authorized dealer channels. Some products may be sourced internationally, which may affect regional packaging, documentation, accessories, and manufacturer warranty eligibility.
Why do you offer pre-orders?
Our pre-order model gives customers more flexibility by allowing them to secure a product and current offer before completing the full purchase.
During the reservation period, our team may begin confirming availability and preparing the order so it can move forward quickly once full payment is received.
Final sourcing and fulfillment begin only after full payment is completed.
What payment options are available for pre-orders?
Eligible pre-order products may offer two payment options:
- Full Payment – Priority Order
Pay the full amount at checkout to confirm your order immediately. Priority processing may begin as early as the next business day.
- Reserve Now – 10% Deposit
Reserve your order with a 10% deposit and complete the remaining 90% balance within 48 hours.
How does the 10% deposit option work?
A 10% deposit reserves your order for up to 48 hours.
The remaining balance must be paid within 48 hours of checkout to confirm the order.
Processing and fulfillment will begin only after full payment has been received.
If the remaining balance is not completed within the reservation period, our team may cancel the reservation and release the product.
Can I cancel my 10% reservation?
Yes.
You may cancel your reservation before completing the remaining balance and receive a full refund of your deposit.
Once the remaining balance has been paid and processing or fulfillment has begun, voluntary cancellation is no longer available.
Can I cancel a Full Payment – Priority Order?
Full-payment orders do not include the 48-hour reservation period and may begin processing as early as the next business day.
Once processing or fulfillment has begun, voluntary cancellation is no longer available, as our team may already have placed or committed to a purchase with a brand, distributor, or dealer specifically for your order, except where cancellation is required by applicable law.
What happens if SORA HOUSE cannot fulfill my order?
If we are unable to fulfill your order, for sure we will contact you and issue the applicable refund to your original payment method.
You will not be required to accept a substitute product unless you choose to do so.
Shipping & Delivery
How long does delivery take?
Our standard estimated delivery time is:
9–15 business days
Delivery times may vary due to supplier availability, transportation, customs processing, carrier delays, weather, or other circumstances outside our reasonable control.
We will make reasonable efforts to keep you informed of significant delays.
Is shipping free?
Yes. SORA HOUSE currently offers:
Free Canada-Wide Shipping & Free U.S. Shipping
There is no shipping charge at checkout for eligible orders within these markets.
Do you offer Winnipeg local pickup?
Yes. Winnipeg local pickup may be available for selected orders. You will receive pickup instructions after your order is ready. Full payment must be received before the product is released for pickup.
Will I receive tracking information?
Where tracking is available, tracking information will be provided once your order enters the applicable delivery stage.
Pre-order customers may also receive important order updates during processing and fulfillment.
Do your products come with a warranty?
Warranty coverage may vary by product, brand, and sourcing region.
To offer more competitive pricing, some products are purchased through established third-party suppliers, dealers, studios, creators, or other legitimate industry channels under special pricing or promotional arrangements.
Where manufacturer warranty is available, it generally follows the brand’s original warranty terms. However, regional or country-specific warranty coverage may not always transfer to Canada or the United States.
Our role is to carefully verify the authenticity and condition of the equipment we sell, so customers can purchase with confidence.
If you discover any damage, defect, missing item, or other issue during unboxing, we strongly recommend recording a continuous unboxing video from opening the package through the discovery of the issue. Please contact SORA HOUSE promptly with the video, photos, and relevant order details so we can review the situation and work with you on an appropriate solution.
What should I do if my product arrives damaged, defective, or incorrect?
Our team carefully reviews product condition before fulfillment. Because cameras, lenses, and other photography equipment are sensitive electronic products, we generally do not accept returns or exchanges simply due to a change of mind.
This policy helps us maintain consistent product quality and ensures that customers receive equipment in the condition originally represented, rather than products that may have been previously opened, handled, or used by another customer.
If your order arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as possible.
We strongly recommend recording a continuous unboxing video, starting before the package is opened and continuing through the discovery of any issue. This provides a clear record of the product's condition upon arrival and helps us review and resolve the situation more efficiently.
Please also keep the original packaging, accessories, serial numbers, and shipping materials while the issue is being reviewed.
How can I contact SORA HOUSE?
For questions about product availability, pricing, pre-orders, payments, shipping, or warranty, please contact us through:
Instagram: @sorahouse.studio
Website: shopsorahouse.com
Email: hello@shopsorahouse.com