If something looks wrong when your doll arrives, keep the packaging and document what you see before changing the product or attempting a repair. Clear pictures and a short factual description make the situation easier to review.
DollWOW's published shipping instructions, checked on 16 October 2026, ask for damage reports within 24 hours of delivery. Use the current shipping-protection instructions for the reporting process and available support. Send the initial report promptly rather than waiting to assemble a perfect video. This guide explains how to assemble useful evidence; it does not promise a particular claim outcome.
Begin with the carton
Photograph the outside of the carton while its condition is still visible. Useful views include the whole package and closer images of any crushed corner, tear, puncture or wet area.
Keep a picture of the label area for your private support record. Do not post it publicly: names, addresses, tracking numbers and barcodes can identify the recipient or shipment.
A damaged carton does not establish that the product is damaged. An intact carton does not establish that every part of the product is correct. Record the condition of both rather than drawing the conclusion from one image.
Show how the item was packed
DollWOW's reporting guidance requests images of the inner protection as well as the affected product area. An unboxing or issue video can also be useful. What to include in a report
Keep the sequence understandable. A wider photograph can show where the part sat inside the packaging; a closer one can show the specific concern. You do not need to narrate a diagnosis you cannot verify.
Do not repeat an unsafe lift or handling action just to film it. Document what can be seen without forcing the doll, moving damaged components or putting yourself at risk.
Take a useful product photograph
For a visible concern, capture one view that identifies its location and another that shows the detail. Use ordinary, steady lighting where possible. Avoid beauty filters or edits that alter the appearance of the affected area.
Describe what you can actually observe. "A split is visible at this point" is more useful than guessing which production step caused it. "This part does not match the option summary" is different from claiming the carrier damaged it.
For a missing component, keep the packing materials and compare the contents with the order summary. An accessory appearing in a promotional photograph is not necessarily an included item; the written purchase contents are the relevant comparison.
Keep one clear record of the order
Include:
- Order reference and the delivered product or SKU.
- Delivery date and when the concern was noticed.
- A brief description of the visible issue.
- Relevant outer-carton, inner-packing and product photographs.
- The option summary if the concern is a configuration mismatch.
- Any useful carrier delivery record already available to you.
Send personal order information through the private support channel, not a public review or forum post. Retain the original image files and the message you sent.
What not to do while the issue is reviewed
Do not discard the carton or protective packing immediately. Do not apply glue, solvents, heat or a stain treatment on the assumption that the issue is minor. Those actions can change what is visible and may be unsuitable for the exact material or component.
If the issue concerns a powered feature, avoid experimenting with it to reproduce the problem. Describe the model and visible condition first, then follow the applicable manufacturer and support instructions.
The shipping-protection page describes review of issues such as damage, loss and misdelivery. The appropriate response depends on the actual order and evidence, rather than a universal replacement promise.
A concise report is enough to begin
A useful opening message can be straightforward: identify the order, delivery date, what appears wrong and which photographs you have attached. You do not need to supply a technical explanation to report a visible problem.
Keep questions about normal care separate from an unresolved delivery concern. Once the product and issue have been identified, use the exact model's care guidance for any next step.
For the delivery process itself, read the shipping guide. For ongoing ownership, keep the maintenance checklist with your order information.