Our goal is to ensure complete satisfaction with our products, while sometimes accidents do happen. For cancellations, compensation, returns and refunds, you can refer to our policy below, and contact us for any questions.
If the product is unused, you can cancel your order within 24 hours. For products with problems, you can return or exchange the package within 7 days after receiving it. However, you may be responsible for certain fees.
If you have not received your package and the shipping time exceeds 20 days, please contact us directly. We will check the status of your package and give you a solution.
Cancelation Policy
- You can cancel your order within 24 hours after payment generally. For online payment, the bank will charge us a transaction fee of about 5%. Therefore, we can only refund 95% of the order amount.
- After 12 hours of payment or you confirmed your order in email, we will prepare the materials and start producing your doll. If you cancel at this time, we can only return 90% of the payment amount.
- After 24 hours, your sex doll may have been produced and we can only refund 50% if you need to cancel.
- You can't cancel your order that has already been shipped. It is non-refundable as we have already paid for the shipping, while we can try to intercept the shipment if you don't want to receive the package.
| Cancellation Time | Refund Amount |
|---|---|
Cancel within 12 hours | 95% of order amount |
Cancel within 24 hours | 90% of order amount |
Cancel after 24 hours(Not shipped yet) | 50% of order amount |
Cancel after 24 hours(Already shipped) | Non-refundable |
Issues and Compensation
In order to comply with our compensation policy, you should record an unboxing video. The video should record the complete packaging carton, shipping label and the full body of the doll.
For the following situations, we provide free re-delivery or partial compensation.
- Damaged Doll: If the doll is seriously or irreparably damaged, we will send a new package free of charge within 7 days. Minor repairable damage is not subject to this clause, you can contact us to get simple repair solution, and use our tool kit to repair the doll.
- Incorrect Doll: If you find that the doll is different from the picture or does not match the options you customized, please send us photos of doll. We will send you new one if the sex doll is obviously not what you ordered, but some makeup issues and slight body size differences are not covered by this clause.
- Shipping Issues: Logistics information is usually updated on the 8th to 10th day as we need to clear customs for your package. Please contact us if you have not received the package for more than 20 days or package lost, We will send you a new package for free once we confirm that this package cannot be delivered.
For any serious damage or failed delivery caused by us, we will send a new package for free. For minor skin tears or cosmetic issues, use our repair kit to repair them.
Non-compensable Issues
- Repairable skin tears: The doll may be hit during transportation, so skin tearing is possible, We provide TPE and silicone glue to deal with this. The repaired doll is almost perfect. For serious skin or bone problems, please contact us to get compensation plan.
- Repairable skin indentations: The pressure of heavy objects during transportation may cause indentations on the doll's skin. In fact, most indentations are repairable. You can use a hot air blower to repair this problem. For severe skin indentations, please contact us to get compensation plan.
- Loss of eyelashes or nails: We use foam and plastic bags to protect the head and limbs of sex doll, but due to transportation or temperature problems, the nails and eyelashes may fall off. You can use nail glue to solve this problem.
- Customs clearance failed: We provide customs clearance services for most countries and it works fine mostly. We do not provide compensation for customs clearance failures that are not caused by us.
- Damage caused by user: Our sex dolls are all inspected before packaging. Damage due to improper use are not covered by our compensation policy. Please follow our beginner's guide to use correctly.
Compensation Policy
If there is a shipping problem caused by us, or you received the wrong doll or damaged doll, we may resend you a new package, provide a partial refund or a full refund according to the actual situation.
Compensation
| Issues | Compensation |
|---|---|
Wrong options | Cost of wrong options + US$50 |
Undeliverable package caused by us | Resend new package in 7 days |
Incorrect package | Resend new package in 7 days |
Returns Policy
If there is a problem with the package, you need to submit a return or exchange request first.
- Package not arrived: Please contact us directly.
- The package has arrived: Please contact us within 7 days.
By default, we only provide return services for packages from US warehouse and European warehouse, and some issues do not meet our return and compensation conditions. For eligible orders, we will resend new package in 7 days and the new package will arrive in about 12 days.
Packages from Factory in China
For packages shipped from China, return will result in additional customs duties and shipping costs, which is not the best solution. Therefore, we will partially refund according to the situation or resend a new parcel. You can contact us for details.
Packages from Local Warehouse.
For packages shipped from the US warehouse and European warehouse, you can contact us if the doll is irreparably damaged or incorrect, we will contact the courier to return the package and resend you a new one (You need to provide an unboxing video and the doll should be unused).
Please do not return the package directly to the shipping address shown on the shipping label, which is not the return address.
Refund Policy
If your issues meet our compensation policy above and requires a refund, We will refund via the payment method you used after we reach an agreement with you. The refund usually arrive within 1-10 days.
Please do not file a card chargeback directly, as this will trigger transaction dispute and significantly delay your refund. We will handle all issues and provide reasonable refund compensation. Please contact us if you have any questions.