Return Policy
At Itsdoll, we’re excited to introduce our newly updated cancellation and return policies, designed to offer greater transparency, flexibility, and peace of mind. Your satisfaction is our top priority, and we’re here to make your shopping experience seamless. If you have any questions, our support team is always ready to assist you.
Cancellation Policy
Helpful Tips Before Placing an Order
All Itsdolls have passed strict quality inspections before leaving the factory. We will take photos/videos to confirm with customers before shipping.
We encourage all customers to make informed decisions before placing an order. Please ensure you know exactly what you want and are ready to commit once payment is made. To help you make the best choice:
Contact Us:Use our Online Chat or Contact Page for any questions or assistance.
Flexible Cancellation Options
- Within 4 hours of payment: Full refund
- Within 8 hours of payment: 95% refund
- Within 24 hours of payment: 80% refund
- After 24 hours: Custom orders cannot be canceled as production will have already started.
Order processing begins within 24 hours of payment—custom dolls enter production, and in-stock dolls are prepared for shipment. Materials are allocated, and costs are incurred during this time. Please double-check your order before submission, as cancellations are not possible after 24 hours or once production starts.
Additional Notes on In-Stock Doll
- Orders cannot be canceled once shipped.
- If canceled after shipment, associated costs for shipping, labor, and packaging will be deducted from your refund.
Handling Out-of-Stock Items
In the event that an in-stock doll is unavailable, we offer the following options:
- Free Replacement:Select another doll, with price differences refunded or adjusted as necessary, plus receive additional compensation.
- Full Refund:Opt for a 100% refund.
Address Changes
For packages currently in transit, any requests to change the delivery address are subject to a handling fee to be borne by the customer.
Return Policy
Inspect Your Doll Upon Arrival
At Itsdoll, we perform rigorous quality checks and photo documentation before every shipment.
If your order arrives with damage or discrepancies:
- Do not use the product – used items cannot be reviewed or returned
- Report within 24 hours of receiving the item
- Email：support@itsdoll.com with: Your order number，Clear photos of the issue，Our team will investigate and, if approved, send replacement parts or resolve the issue promptly.
Resolution for Issues
- Damaged Dolls: Please refuse delivery if the packaging or product is damaged. Report damages to the shipping carrier immediately and contact us.
- If you have already signed for the package, you must promptly provide photos of the outer box, the shipping label, and the damaged product. Depending on the severity, we will offer repair kits, replacements, or refunds.
- If the customer returns the package without authorization, our warehouse may not be able to locate the package, or if upon inspection it is found to be in a condition that affects resale, no compensation will be provided.
Shipping & Delivery Issues
Refused Delivery and Return Fees
At Itsdoll, We strongly recommend confirming all details before completing your purchase to avoid complications.
If a customer insists on refusing delivery after the doll has shipped, the order will be returned to our warehouse, and the customer will be responsible for all associated costs. In such cases, any refund issued will be subject to the following deductions:
Original Shipping Fee: The cost of shipping the doll to the customer.
Return Shipping Fee: The cost of returning the doll to our warehouse.
Administrative Fee: A fee to compensate for processing, handling, and restocking efforts, depending on the condition of the returned item and the circumstances.
To be eligible for any refund consideration in this scenario:
– The doll must be returned in brand-new, unused condition with all original packaging intact.
– The customer must notify us within 12 hours of refusing delivery to coordinate the return process.
Refusing delivery does not automatically cancel the order or exempt the customer from these fees, as the automated nature of our system incurs immediate costs upon order placement.
Important Notes
Before returning the doll, please ensure it is in brand-new condition and has not been used. The shipping address on the packaging box CANNOT be used for returning custom orders and inventory orders. If you plan to return the package, please contact us for further instructions.
- Hygiene and Safety:Returns for adult products are generally not accepted to maintain hygiene and safety.
- Unauthorized Returns: Do not return a package without contacting us first. Unauthorized returns will not be refunded.
- Custom Products: Custom-made and personalized dolls are non-returnable.
- User-Induced Damage: We cannot replace a doll if the damage is caused by improper use or handling. Sex dolls are not indestructible, so proper care is essential.
Thank you for choosing Itsdoll, and we look forward to serving you!