This guide provides detailed information on our production, shipping, and delivery processes, from handling your order to receiving your doll.

Processing Order

Once you place an order, we get to work immediately. We’ll process your request within 24 business hours. For in-stock dolls, we notify the nearest warehouse for fast shipment. For custom orders, we send your request directly to our factory. As soon as your package ships, you’ll receive an email with your tracking number.

  • 📦 In-Stock Orders: Your order will ship within 2-3 business days.
  • ⚙️ Custom Orders: Your doll will ship within 2-3 weeks (this includes 1-2 weeks for production).

Please note that processing and shipping times may be extended during holiday periods.

Discreet Packaging

Your privacy is our top priority. All dolls are shipped in a plain, unmarked cardboard box with no labels, branding, or product descriptions that would reveal the contents. No one will know what’s inside.

Shipping & Delivery

We provide free, completely discreet delivery for all dolls via UPS or FedEx.

Once your order ships, you will receive an email with your tracking number. Estimated delivery times are as follows:

  • ⏳ In-stock products: Arrive within 5-7 business days after shipping.
  • ⚙️ Custom products: Arrive within 15-20 business days after shipping.

Important: During holidays, delivery times may be longer due to high volume.

Tracking Your Package

We know you’re excited for your package to arrive! You can easily track its journey by clicking on the links below and entering your tracking number.

FedEx: https://www.fedex.com

UPS: https://www.ups.com

Signature Delivery:
By default, we ship without a signature requirement. If you’re concerned about your package being lost or stolen, you can request our Free Signature Service. To add this service, simply make a note in your order or email us at [email protected].

Delivery Guidelines

Pickup Service

If you plan to pick up your package at a FedEx or UPS location, you must notify us of the store address before your order ships. Please also contact the store in advance to confirm they accept pickups and to prevent your package from being sent to an invalid or unapproved address. If you fail to pick up your package on time, you will be responsible for the return shipping costs.

Address Changes

Please double-check that your shipping address is correct before your order is dispatched. If you need to change your address after the package has shipped, contact us immediately so we can coordinate with the carrier.

Rescheduling Delivery

If you are unable to receive your package on the carrier’s scheduled delivery date, you may contact the carrier directly to arrange a more convenient time. You will receive the carrier’s contact information after your order has been processed and shipped.

Undeliverable Shipments

If your package is returned due to an issue with pickup or shipping address, the following fees will apply:

📦 Package in Good Condition

  • Refunds: We will deduct the original shipping fee and return shipping fee, and charge a 40% handling fee based on the order amount. The remaining balance will be refunded to you.
  • Re-ordering: If you place a new order, you will be charged both the original and return shipping fees, plus 40% of the order amount, to prevent repeated losses caused by incorrect addresses.

⚠️ Package Lost or Damaged

  • Refunds: If the package is lost or damaged during the return process, no refund will be issued.
  • Re-ordering: If you place a new order, you will be charged both the original and return shipping fees, plus 40% of the order amount, to prevent repeated losses caused by incorrect addresses.

📝 Notes
This policy applies only to in-stock orders.
Custom orders are non-refundable under any circumstances, unless there is a confirmed quality issue.

Import Taxes & Duties

Please be aware: Depending on your country or region, you may be required to pay import taxes or duties upon delivery. These fees typically range from $100 to $200. You are responsible for any applicable import taxes and associated fees.

Note: U.S. customers are exempt from paying any import taxes or fees.

Restricted Countries

Due to legal restrictions, we are unable to ship to certain countries where the sale of these products is banned. Orders from these countries will be canceled and refunded. We strongly advise you to understand your local laws and regulations before placing an order.

Receiving Package

We strongly recommend you inspect your package for damage before signing for it. Even if the box looks fine, open it to check the contents in front of the delivery person.

  • 📦 If You Find Damage: Immediately take photos or video as evidence and ask the delivery driver to note the damage on the delivery receipt. Then, file a claim with the carrier and contact us immediately, providing your photo and video evidence.
  • ⚠️ If the Driver Won’t Allow Inspection: Carefully check the box for any signs of damage like holes, tears, or crushing. If you see any, note it on the receipt and contact the carrier right away. If you discover damage after the driver has left, you are solely responsible for filing a claim with the shipping company.

Lost & Damaged Packages

Damaged or Incorrect Doll

If your doll is severely damaged upon arrival or does not match your order:

  • Severely Damaged: If your package is clearly and severely damaged, file a claim with the shipping company immediately upon receipt. We will arrange a replacement based on the severity of the damage. For minor damage, we will provide repair tools.
  • Incorrect Doll: If you receive a doll that doesn’t match the factory pictures or your order, please provide an unboxing video that shows the entire body, head, shipping label, and external packaging. We will verify the issue and arrange a replacement.

Lost Package

  • Missing during transit: If the tracking information shows your package is lost or hasn’t updated for a long time, we will open an investigation with the carrier. Once the carrier confirms the package is lost, we will immediately send you a replacement at no cost.
  • “Delivered” but not received: If the tracking number shows your package was delivered but you haven’t received it, please file a claim with UPS/FedEx immediately. We will assist you with this process to ensure your rights are protected. Please note that we cannot send a replacement until the investigation is complete.

Returns & Exchanges

Every doll undergoes strict quality control before shipment. If your doll arrives with a major quality issue (e.g., a non-human-caused tear, rip, or significant defect), you are eligible for a return or exchange.

  • Quality Issues: If your doll has a major quality issue, take photos or video within 48 hours of receipt and contact our support team. After our confirmation, we will provide a replacement or refund.
  • Non-Quality Issues: Due to the personal nature of our products and the customization process, we do not accept returns or exchanges for non-quality issues (e.g., personal preference or color differences).
  • Custom Dolls: Because custom dolls are specially made for you, orders are non-refundable and cannot be canceled once production has begun.

📖 For more details, please read our full [Returns & Exchanges Policy] or contact us at [email protected].