Arrival guarantee
If an order is lost in transit, materially misdelivered, or does not arrive under the confirmed shipping path, our team investigates and resolves it through replacement or refund support under the documented claim process.
Buyer protection
Protection built for high-consideration orders.
Buyer protection should answer the biggest checkout questions up front: will the order actually arrive, what happens if it is damaged, and how much approval you get before shipment. We keep those rules visible before payment.
Material damage coverage
If the doll arrives with meaningful shipping damage, we work toward a full replacement or another fair resolution. Minor cosmetic transit wear is handled with a complimentary repair kit and guided support.
Pre-shipment approval
For custom builds, we send detailed factory photos and videos before shipment. Cosmetic revision requests can continue until you approve the final look for release.
Authenticity and match review
We verify the ordered build, timing, and supplier details before the order moves forward. If you found the same listing elsewhere, we can compare the final price and shipping path before you commit.
What is covered
Orders that do not arrive under the confirmed shipping path after a documented investigation.
Material shipping damage that affects the doll in a meaningful way.
Major mismatch between the approved final build and what was delivered, when documented clearly after delivery.
Shipping issues that fall inside the active protection and claim windows shared at checkout or in support.
What happens with minor cosmetic damage
Small transit wear should not force a customer into a full replacement process when a fast repair is the better outcome.
Minor cuts, bruises, small finish marks, or similar cosmetic transit wear are handled through a complimentary silicone or TPE repair kit, depending on the material.
Our team provides guided repair support so the issue can be handled quickly and privately.
If the issue is not minor, the claim can be escalated into replacement review instead.
Ready-to-ship vs custom orders
Ready-to-ship warehouse dolls usually leave within 2-3 business days after stock confirmation, with limited customization and no promise of factory approval photos.
Custom builds usually take about 3-5 weeks before release and always include factory photos and videos before shipment.
Factory photo revision rules
Cosmetic revision requests can be made during the factory photo approval step before shipment.
This covers visual details such as finish, styling, or similar appearance-level concerns shown in the approval material.
Structural production changes like height, cup size, skeleton type, and similar major specification changes are not part of unlimited cosmetic revision coverage.
Claim expectations
Damage or delivery issues should be reported within 24 hours of delivery with photos, video where useful, and the order reference.
We may ask for packaging photos, label photos, and a short description of the issue so the shipping and supplier review can move quickly.
Custom products are reviewed carefully before release, which is why pre-shipment approval matters so much in this category.
What is not treated as a full replacement case
Minor transit wear such as small finish marks, light surface bruising, or similar cosmetic issues that can be resolved with guided repair support.
Major post-approval specification changes requested after production has already been confirmed.
Claims raised after the documented delivery-reporting window without enough evidence for a shipping review.