Clear Answers to Your Common Questions

Welcome to Our FAQ Page

Here, you'll find clear answers to the most common questions about shipping, returns & refunds, cleaning & maintenance, payment methods, and why choose us.

Our goal is to provide you with transparent information so you can shop with confidence, knowing that our products are authentic, safe, and backed by full customer support.

FAQ Menu

Shipping & Delivery

Q1: How long does order processing take?

In-Stock Orders：Processed within 24 hours after payment, shipped within 2–3 business days.
Custom Orders：Production takes 1–2 weeks, shipping arranged within 2–3 weeks.

Q2: Is the packaging discreet?

All packages are shipped in plain, unmarked cartons to protect your privacy.

Q3: What shipping methods and times are available?

Free shipping via UPS or FedEx. Tracking number will be emailed.
In-Stock: Delivered in 5–7 business days after shipment.
Custom: Delivered in 15–20 business days after shipment.

Q4: How can I track my package?

You will receive a tracking link from UPS/FedEx after dispatch. Signature is not required by default, but you can request signature service for free.

Q5: Can I pick up or change the address?

Self-pickup: Must be confirmed in advance. If the package is not collected in time, the buyer must cover the return shipping cost.
Address change: Possible before shipping. Once shipped, you must coordinate directly with the courier.

Q6: What if the package cannot be delivered?

If returned intact: Refund minus original shipping, return cost, and 40% fee.Re-shipment requires paying shipping + 40% fee.
If lost/damaged: No refund. Re-shipment requires paying shipping + 40% fee.

Q7: Who pays import taxes and duties?

Buyers are responsible. Costs vary by country (USD 100–200). USA customers are duty-free.

Q8: What if my country prohibits such products?

Orders to restricted regions will be canceled and refunded. Please check your local regulations before purchasing.

Q9: What if I find the package damaged upon delivery?

Inspect carefully in front of the courier. If damaged, take photos/videos, request the courier to note the issue, and file a claim with the courier while also contacting ColaDolls.

Q10: What if issues occur after receiving the package?
  • Severe damage: File a courier claim immediately. ColaDolls may provide a replacement or repair kit depending on the case.
  • Lost package: If confirmed lost by logistics, a replacement will be shipped free of charge.
  • Marked “delivered” but not received: File a complaint with the courier. ColaDolls will assist and decide on replacement after investigation.
Q11: Can I return or exchange the product?
  • Only for quality issues (e.g., non-user-caused tears, major defects). Must report within 48 hours with photo or video evidence.
  • Returns/exchanges for non-quality reasons (e.g., personal preference, color difference) are not accepted.
  • Custom products cannot be canceled or refunded unless defective.

Returns & Refunds

Q1: Can I cancel my order?
  • Within 4 hours: Full refund.
  • 4–24 hours: 80% refund.
  • After 24 hours:
    In-Stock Orders: Once packaging or shipping begins, cancellation is not allowed. If forced, shipping and a 40% fee will be deducted.
    Custom Orders: Cannot be canceled once production has started.
Q2: What if the product is out of stock?

You will be notified. You can choose a free replacement product (price difference adjusted) or a full refund.

Q3: How to return or exchange?
  • Must be requested within 7 days of receipt with a video and order number.
  • Wrong item: Must provide a full unboxing video for confirmation, then replacement will be arranged.
  • Damaged item: Contact courier first, then ColaDolls for repair, replacement, or refund.
  • Lost package: Please file a claim with the shipping carrier and notify us.
Q4: What happens if I return without authorization?

Unauthorized returns without contacting ColaDolls will not be refunded.

Q5: Can custom products be returned?

No, unless there is a genuine quality issue.
As custom products are uniquely made to your specific requirements, we are unable to resell them. Therefore, we cannot offer returns or refunds unless there is a genuine quality issue with the product itself.

Q6: What if damage is caused by myself?

Damage caused by misuse or mishandling will not be eligible for replacement or refund. Please use and maintain properly.

Q7: What is the return process?
  • Email with order number + problem video.
  • Customer service will respond within 24–48 hours.

If approved, detailed return/exchange instructions will be provided.

Q8: How long does a refund take?
  • Credit Card: 6–10 business days.
  • PayPal / Klarna: Up to 7 business days.

If delayed, contact support for a refund reference number and then your payment provider.

Cleaning & Maintenance

Q1: How to clean daily?

External cleaning

  • Remove wig/head, wash gently with mild antibacterial soap (or special cleaner) using soft cloth or sponge.
  • Dry thoroughly with a soft towel.

Tip: Wrap the neck with plastic film during bathing to avoid rusting of the metal skeleton.

Internal Cleaning

  • Use a vaginal irrigator or enema bottle with warm soapy water to flush all entries (oral, vaginal, anal).
  • Rinse with clean water, dry completely, or use a soft absorbent cloth for faster drying.
Q2: What to do after cleaning?

After drying, apply cornstarch or baby powder all over the body to keep the skin smooth and prevent stickiness. Then reattach wig/head.

Q3: How to store properly?

Store in a cool, dry place, avoid sunlight and extreme temperatures. To prevent stress on joints or body deformation, hang with a hook or keep in a natural relaxed position.

Q4: What if there are stains?

Use TPE stain remover: Clean with soapy water, dry, apply remover, cover with plastic wrap for 12–24 hours (repeat if needed). Wipe off residue, rinse with water, and apply powder.

Q5: Usage tips
  • Always clean after each use.
  • Avoid alcohol, harsh cleaners, or abrasive products.
  • Handle gently during cleaning and moving to avoid tears.
  • Use condoms to reduce deep cleaning burden.
  • Dress in light-colored clothes to prevent staining.

Payment Methods

Q1: What payment options are accepted?
  • Credit / Debit Cards: Visa, Mastercard, American Express, Discover – instant and secure.
  • PayPal: Quick payments, no need to re-enter card info, includes buyer protection.
  • Bank Transfer: Suitable for large orders. Bank details provided after purchase. Processing time: 2–5 business days.
  • Installments (Buy Now, Pay Later): Available in some regions.
Q2: Is payment secure?

Yes. SSL encryption is used to protect personal and payment information. ColaDolls does not store your card or PayPal details.

Q3: What if I have issues during checkout?

Please contact customer support for assistance.

Why Choose Us

Q1: Do your products come with quality inspection reports?

Yes. All ColaDolls products are manufactured from medical-grade TPE or silicone in strictly controlled production environments. Each doll undergoes rigorous quality inspection before shipment, and we can provide inspection certificates or manufacturer-issued reports upon request.

Q2: Are your products authentic?

Absolutely. We are officially authorized distributors for leading manufacturers such as WM Dolls, Irontech Doll, and JX Doll, with whom we maintain long-term partnerships. Every product comes directly from legitimate channels. If you have any doubts about authenticity, we can provide the original manufacturer’s order records.

Q3: Are your prices competitive?

We work directly with authorized brands, which allows us to offer competitive pricing without middlemen. We guarantee authenticity, safety, and full after-sales support—something unauthorized sellers cannot provide.

Q4: What purchase guarantees do you offer?

We provide a 100% authenticity guarantee: If you find that the product you received is not genuine, we will issue a full refund—no questions asked. Your rights are fully protected when shopping at ColaDolls.

Q5: Are your products safe and hygienic?

We understand customers’ concerns about hygiene and safety.

Rest assured: all ColaDolls products are manufactured from medical-grade materials (e.g., medical-grade TPE or medical-grade silicone) in strictly controlled production environments, and each unit undergoes quality control inspection with accompanying inspection/certification documentation. 

For hygiene and user-safety reasons, opened or used items are generally not eligible for return.

Q6:What Comes With the Doll?

Each doll comes with the following accessories:
1. Sex Doll * 1
2. Lingerie * 1
3. Heating Bar * 1
4. Vaginal Cleaner * 1
5. Gloves * 1
6. Comb * 1
7. Instruction Manual * 1

Please note that accessory contents may vary slightly between brands. The final package content is subject to the actual items you receive. If you have any questions, please feel free to contact customer service.