Shipping & Return Policy

  • Shipping
    JYDOLL-CA Doll Store offers global shipping with a tracking number provided. Please refer to the following sections for more information.

    Shipping Time Frame

    We aim to deliver your doll promptly. For made-to-order orders, the delivery time frame varies between 4 to 15 business days. For in-stock products, please refer to the in-stock section below:

    • For made-to-order dolls:

    Most of our products from the brands Junying, JYDoll, and JYDream have a production time of 1-5 business days. Please note that due to varying raw materials and factory locations, the shipping origin may differ. Some products may be shipped from our Asian factories, while others may be shipped from our US or Canadian facilities. We do not offer a choice of shipping locations, and we appreciate your understanding.

    Typically, you will receive two tracking numbers:

    1. A tracking number for the shipment from the factory to the logistics company.
    2. A tracking number for the shipment from the logistics company to your address.

    The shipping time is calculated from the time the package reaches the logistics company and receives a transit tracking number, usually ranging from 3-7 business days.

    • For pre-order dolls:

    Deposit and Payment: A 50% deposit is required at the time of placing a pre-order. The remaining 50% is due within 7 days. Once the initial 50% payment is confirmed, the order cannot be canceled. If the remaining 50% is not paid within the specified period, the initial deposit will not be refunded.

    Cancellation Policy: Pre-orders cannot be canceled after the initial 50% payment has been confirmed. If the remaining balance is not paid within the required timeframe, the order will be considered canceled, and the initial deposit will not be refunded.

    Custom Items: Pre-order products are considered custom items and are non-refundable and non-returnable, similar to our made-to-order items.

    Production and Shipping: The production time for pre-order items varies based on the product and availability of materials. Specific production and shipping times for pre-order products can be found on the product page in the pre-order window. Please note that these times are estimates and cannot be guaranteed. Once the item is produced, it will be shipped.

    • For in-stock items:

    Orders are processed and dispatched within 1 business day.

    Special Notes for North America Customers:

    • Same-Day Delivery in the GTA: Orders must be placed before 2 PM on the same day.
    • Next-Day Delivery in Ontario: Orders must be placed before 4 PM on the preceding day.
    • Canada-Wide: Delivery takes approximately 2 to 3 days.
    • Customers in the USA: Delivery ranges from 2 to 5 days.

    Please Note: Delivery time within Canada and the USA depends on the chosen shipping service. Standard shipping times are as indicated, while economy shipping takes longer and we cannot guarantee specific delivery times. Remote areas in the USA, such as outlying islands and Hawaii, may also experience longer shipping times.

    Additional Note for Partner Brand Products:

    For our partner brand Mozu, the production time may take 2-14 business days. The shipping time remains the same.

    Important:

    Please be advised that while we strive to maintain our delivery times, delays may occur due to special circumstances that are out of our control:

    1. Orders Placed Outside Specified Time Frames: For same-day and next-day delivery, orders must be placed within the mentioned time limits.
    2. Holidays: Expect a 1-2 day shipping delay during holiday seasons.
    3. Weekends: Most shipping companies do not offer services on Saturdays and Sundays.
    4. Natural Disasters: Earthquakes, floods, hurricanes, or other forms of severe weather conditions may affect delivery times.
    5. Order Backlogs: High demand periods may lead to order backlogs, resulting in delayed shipping.
    6. Disease Outbreaks: In the case of pandemics or widespread health concerns, shipping delays might be experienced due to operational disruptions.
    7. Customs and Import Regulations: International shipments may be subject to customs clearance, which could cause delays beyond our control. Customers are responsible for any customs duties or taxes imposed by their country.
    8. Weather Conditions: Severe weather conditions can impact delivery times significantly, especially in regions prone to such events.
    9. Courier Company Delays: Delays caused by the courier companies themselves, due to operational issues or high volume, may affect delivery times.
    10. Remote Locations: Deliveries to remote or rural areas may take longer than standard delivery times.

    For accurate, up-to-date information on your order status, please contact us at info@jydoll-ca.com.

    A tracking number will be provided once your item is ready for shipment, allowing seamless tracking during the shipping process.

    Shipping Cost

    We offer free global shipping for eligible orders. No hidden fees guaranteed.

    Shipping Destinations

    We can deliver your sex doll in most countries/regions, including Asia, Europe, and North America. We can even deliver to remote areas in these regions. We do not ship to countries that have strict laws regarding sex dolls. Please check with us before placing an order to avoid disappointment if you are unsure, please email us at info@jydoll-ca.com.

    Special Arrangements for Discreet Shipping

    By default, the doll will be shipped to the address provided when you placed the order.

    Just so you know, your anonymity is of the utmost importance! We will be discreet as needed. Your package will be placed in a neutral box. There is no information on the packaging that reveals the contents of the box. You are the only person who knows what is inside the box.

    Shipping Carrier

    Your large items will be shipped via UPS or Purolator, and smaller items will be shipped via DHL, USPS, Canada Post or Amazon Logistics.

  •  

    Cancellation Policy:
    Since most products are all made after the order is placed, especially custom orders, orders can only be cancelled before we confirm the order (manually apply for order cancellation through the account order center), the general order processing time is 1 - 12 hours. Once we have confirmed the order and started production, no cancellation will be provided.

    We understand that sometimes things happen, and you may need to cancel your order. Please take a look at our refund policy below for more information:

    • Orders cancelled within 30 mins of order confirmation are eligible for a full refund.
    • Orders cancelled within 1 hour of order confirmation are eligible for a 60% refund.
    • Orders cancelled within 6 hours of order confirmation are eligible for a 30% refund.
    • Orders cancelled within 12 hours of order confirmation are eligible for a 10% refund.
    • Orders with custom options added may not be canceled or refunded.

    Please note that we reserve the right to charge a fee for cancellations under any circumstances. The cancellation fee generally ranges from 5% to 20%, depending on the specific status of the product.

    Return/Refund Policy:
    At JYDOLL-CA, we are committed to delivering high-quality products and ensuring your complete satisfaction with your purchase. If you receive a product with original flaws (please see below for the definition of specific defects or damages), you can return your unused product within 7 days of receipt for a refund. Due to the nature of our products, any items that are not in their original condition are not eligible for returns or exchanges, even if they have original defects.

    Customers are responsible for the cost of return shipping. You will be responsible for the shipping costs associated with returning the product. However, depending on the condition of the item, we may offer a partial or full refund of the shipping costs.

    Please be advised that returns may incur a restocking fee, dependent on the condition of the returned product and the circumstances surrounding the return. This fee ranges from 5% to 100% of the product's original cost.

    Custom, personalized orders, or demo items cannot be returned or refunded.

    NOTE: Shipping charges are not included in the return amount.

    Custom Orders:

    Products customized or personalized in any form are exempt from our return and exchange policies. We implore customers to review their orders meticulously before finalizing. The definition of what constitutes a "customized" order is subject to our discretion and final interpretation.

    Note:Pre-order products are considered custom items and are non-refundable and non-returnable.

    Exchange Policy:
    We offer exchanges for products that meet our return policy criteria. We will exchange the product after receiving the returned package and confirming that the doll is intact and unused. Please contact us via email at info@jydoll-ca.com with your order number before returning the item.

    Items that are not eligible for exchange:

        1. In the case of an exchange or return of a product (color/size) due to the customer's convenience.

        2. In the case of defective parts such as scratches or damage caused by the customer's responsibility.

        3. When the product tag is removed.

        4. For products ordered from other than this site

        5. If the item is not in its original condition

        6. Custom or personalized orders

    Please ensure to contact us within 7 days of receiving your item, as requests beyond this period may not be eligible for replacement.

    Duties/Taxes

    Local government or logistics companies may charge import duties or taxes, and we will make every effort to minimize or avoid these fees for our customers. However, the final decision on whether to impose such fees lies with the government or logistics company, and we are not responsible for any such fees.

    If you encounter any unexpected tariffs or pricing issues, please do not hesitate to contact us immediately. We will work with you to address the situation and find a satisfactory solution. Our goal is to ensure that our customers are completely satisfied with their purchases, and we will do everything we can to assist you in this process.

    DISCLAIMER

    JYDOLL-CA reserves the right to change this Return Policy without notice to its customers and will not be held responsible for any loss or damage suffered as a result of such changes.

    If you have any questions or concerns, please do not hesitate to contact us.

    You can click the button "request a return" to conduct an automated return process

    Request a Return

The Definition of Specific Defects or Damage

Each doll may have slight differences, but the following elements will not be considered as defects:

  • Transportation issues: Unfortunately, during transportation, wear and tear, folds, creases, minor cuts or scratches may occur due to mishandling by the carrier. We will provide repair solutions as long as the doll has not been extensively damaged. Luckily, these skin damages are easy to fix, and we provide repair kits for these cases. We will also provide repair videos for customers to fix the damages themselves.
  • Skin tone differences or blemishes: Slight color variations and skin blemishes are normal occurrences due to the TPE or silicone injection molding process.
  • Mold marks on the doll: All dolls are manufactured through injection molding, so there may be some marks at the TPE or silicone injection points and where the mold meets.
  • Loose nails and toes: Doll nails may become loose during transportation. To ensure easy removal, customization, and reinstallation, we only use a small amount of nail glue. If you receive a doll with loose nails, this is normal and can be easily fixed by reapplying the glue.
  • Loose eyelashes: Eyelashes may become loose during transportation. If this occurs, simply reattach them using safe TPE or silicone eyelash glue.
  • Head proportion deviation: All dolls are made in proportion, but due to human factors or slight deviations during the production process, the head proportion may be slightly off. This is usually difficult to notice, but if you notice a difference compared to the product photo, please contact us for a solution.
  • Gap between neck and head: This is inevitable, as there will always be a gap between the doll's neck and head. This gap is usually more noticeable when the doll is lying down.
  • Unpleasant odor: This is normal, as new dolls may have a strong odor from the production process. Especially for TPE materials, multiple washings and ventilation may be needed to remove the odor. However, the odor should not persist for a long time.
  • Makeup fading: Facial makeup may fade due to contact with oil, soap, friction, or kissing the doll. Note that the makeup on the doll is not waterproof.
  • Makeup variation: When you choose the default makeup option, we will try our best to match the doll's makeup with what you see in the photo. However, the final makeup may differ slightly from what you see in the photo, as makeup is applied manually by a makeup artist for each doll. Product photos often display custom premium makeup, while actual orders feature standard makeup. Despite our best efforts to replicate the appearance, variations may occur. For an exact match to the photos, please contact our customer service team, as this requires an additional fee.
  • Height and weight differences: Most of the doll manufacturing process is done manually, so the expected body type and weight displayed on the product page may differ from the actual measurement by approximately ± 3cm in height and ± 3kg in weight.
  • Easy hair loss: Implanted hair is not as secure as real hair and must be handled with care to prevent hair loss. Hair should be protected and tied behind the head during intercourse. A wide-tooth comb or detangling brush should be used to limit hair loss.
  • Hair Color Differences: The hair color of the dolls may slightly vary from the photos due to lighting and photo enhancements. Such variations are normal and not considered defects. We strive to match the depicted colors, but slight differences can occur. This is stated in our policy and is an industry standard. If you have specific requirements, please contact us prior to purchase.
  • Hair Style Differences: For implanted hair dolls, slight variations may occur due to the handmade nature of the process. This is normal. For wigged dolls, variations depend on the factory's production batch. Non-major differences are considered normal.

Note: If you order a doll but do not choose the default option or select a custom option, your doll may look different from the photo.

We reserve the right to the final interpretation of the definition of specific defects or damage.