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Shipping & Refunds | Sex 'n Dolls

Read about the shipping & refunds policy of Sex 'n Dolls.

FREE SHIPPING ON ALL SEX DOLLS & ROBOTS

We are glad to bring our customers great value and service. That’s why we provide FREE worldwide shipping on all dolls & robots from our warehouses in Asia, Europe & the USA by UPS and DHL.

SHIPPING TO OVER 200 COUNTRIES

We are proud to offer international shipping services. However, there are some locations we are unable to ship to. (Mostly because of local laws against child sex dolls or sex dolls in general.) If you happen to be from one of those countries we will contact you.

LOST/MISSING PACKAGES

Sex 'n Dolls are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility of the original order that was made for you at no charge.

CUSTOMS

Although we try to take care of taxes and customs clearance fees, we are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

PACKAGING

All our sex dolls are delivered in 100% discrete packaging.
Sex dolls arrive in a plain brown box with no branding.
The courier or handler does not know what is in the box.
We respect your privacy.
The contents will be stated on customs declaration as "Mannequin".

DELIVERY

We use UPS, DHL and FedEx for all deliveries worldwide.
When you receive your tracking number, you can contact the courier to arrange a suitable day for delivery.
You will be issued a tracking number 3-4 days after dispatch so you can follow the journey.
For UPS you can join "My Choice" (free) to schedule a delivery date that suits you.

All our couriers provide regular progress & tracking updates so you know your delivery date in advance.

We aim to ship all of our products out as quickly as possible so you can enjoy your new doll, but please be aware that your doll is made to order even if it is pre-configured and it does take time to craft.

SHIPPING TIME & ORDER PROCESS

This is an estimated production and delivery timeline for our dolls.

Once your order is placed, you'll receive a confirmation email immediately with a breakdown of your order details.
We will manually check your order and ensure all the information and details are correct. If something is missing or seems a bit unusual, we'll get in touch to confirm everything with you.
We allow a 24-hour grace period in case you have any last-minute changes.
Your order is then passed onto our workshop management and placed in a queue for production.
When your doll gets to the front of the queue*, the workshop fabricators and artists begin the process of creating your doll. The estimated time for fabrication is 5 - 21 days depending on brand. **
Once your doll has been completed, our staff carry out a thorough quality control check and photographs are taken of your doll for your approval, these are referred to as factory photos.

When you are happy with your doll, and any necessary changes have been carried out, your doll is carefully packaged and prepared for dispatch.
Once dispatched, you will receive a tracking number within 3-4 days.
At this point, your doll has begun the journey to your home and should be with you as soon as possible! (Average time 3-5 days USA or 10-14 days for UK & Europe). **
You will also receive an email containing tips and help for the following: Unboxing / Cleaning Before Use/ User Manual and a few other fun bits n' pieces...
The total average time from order to delivery is 3 - 6 weeks depending on your location, your choice of doll, and manufacturer. **
For more precise timeline, specific to your order, please contact our friendly staff before purchase, and we’ll let you know what timeframes we are currently experiencing.

We aim to process orders and ship all of our products out as quickly as possible so you can enjoy your new doll asap, but please be aware that your doll is made to order (even if it is pre-configured).

This timeline is an estimate. It is also the same for ALL authentic sex doll vendors as we all draw from the same workshops, please be wary of any vendor claiming uber-quick delivery times as they simply cannot produce a customised doll and ship it to you all within 3 days...

*Queue times vary depending on manufacturer, model and time of year, ranging from 1 day to 2 weeks+ for very popular, or new release dolls. If you would like an estimate of the queue times for your specific doll, please contact our friendly team before placing your order.

**Some exceptions to production and delivery times include extremely busy periods, holiday seasons, including CNY, and any unforeseen circumstances (Like COVID-19). If there are delays to your order, we will keep you updated.

**We are currently experiencing some delays with delivery times due to the global coronavirus pandemic. Please check with us to get a realistic time frame of delivery on live chat.

***All shipping times exclude clearance/customs delays

TRACKING INFORMATION

You will receive an email with a tracking number once your order is shipped but sometimes due to free shipping tracking is not available.

MY TRACKING SAYS “NO INFORMATION AVAILABLE AT THE MOMENT”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

DELIVERY CHANGES

If you are not able to accept delivery on the day we give you, you can simply change it to another day that suits you better by contacting the courier directly. You will receive details of the courier when your order is processed for shipment.

We require you to leave your phone number when placing your order, as part of the delivery process, the courier requests your contact phone number.

We do our best to ensure all of our couriers contact you before delivery, although we also advise that you personally contact them when you receive your tracking number. This is to ensure they know your delivery requirements directly from you.

You won't need us, but we're here to help if you get stuck!

ORDER CANCELLATION

All orders can be cancelled free of charge until doll production started or your items are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the production or packaging and shipping process has started, it can no longer be cancelled.

REFUNDS

Case 1:

We offer a 100% money back guarantee on all products that are defective or damaged during shipping*. Just let us know and we will provide a return address and a replacement or refund as preferred. We will be paying return shipping costs. Read more about our money back guarantee.

Case 2:

If you are unsatisfied with your order – please contact our support and we will do our best to help you out. Customers will be responsible for paying return shipping costs.

We cannot issue the refund if:

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).

Your order was used in any way, shape or form. (This is normal practice in our industry, majorly for hygiene purposes.)

*You can submit refund requests within 15 days after the guaranteed period for delivery (60 days) has expired. You can do it by sending a message on Contact Us page.

*EXEMPTIONS

Our dolls are made by hand, with every doll being unique, there can be minor discrepancies and imperfections. The following imperfections and minor damages are exempt from our Returns & Refund Policy; skin imperfections, blemishes, scratches, marks, compression marks, micro-cuts, slight variations in the skin's surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor discrepancies and inconsistency with facial make-up, and/ or body make-up. The following items are exempt from our Returns & Refund Policy; items that are used, washed, altered, made-to-order, customised, complimentary, promotional items, free upgrades, free extras and replacement products. The following product damage is exempt from our Returns & Refund Policy: User damage that has occurred during use, after use, by miss handling or by incorrect cleaning methods. Compensation for any issues relating to items that are exempt from our Returns & Refund Policy will not be issued.