FAQs
Common Doll Questions
WHY IS THE MAKEUP OF THE LOVE DOLL DIFFERENT FROM THE PHOTO?
WHAT'S IN THE JOYAI SEX DOLL PACKAGE?
We ship a random erotic lingerie set for your dream sex doll, it may vary from the picture on the product page. In some cases we may add some other surprises or fixes (subject to availability).
WILL THE MAKEUP OF THE SEX DOLL FALL OFF?
We apply a special process to each sex doll, usually with makeup that doesn’t rub off. You can think of it as a coating that fades and thins as you rub and play with your doll. To protect makeup, wipe over head without washing or rinsing.
If you don’t like her original makeup, you can remove it with makeup remover and change it to your favorite makeup as needed.
HOW DO I CLEAN MY REAL SEX DOLL?
HOW TO MAKE A REALISTIC SEX DOLL STAND?
1. Preparation
1.1 Lay a blanket on the floor where the doll will stand to protect surfaces from scratches.
1.2 Position the doll lying flat, keeping the head, shoulders, and hips aligned, with the feet shoulder-width apart or slightly wider.
2. Standing the Doll Up
2.1 Support the doll by holding its waist with one hand and its lower body with the other.
2.2 Slowly lift and guide the doll upright against a wall until it is standing securely.
3. Precautions
3.1 Do not force or change the doll’s position while lifting. If it loses balance, return to the preparation step and try again.
3.2 Be mindful of the foot bolts—they can scratch floors, furniture, or walls. Please keep them from direct contact with valuable surfaces. You may use a blanket or a protective mat to add extra protection.
WILL PEOPLE FIND OUT I BOUGHT AN ADULT SEX DOLL WHEN IT'S DELIVERED?
HOW LONG DOES IT TAKE TO CUSTOMIZE A SEX DOLL?
CAN I PICK UP MY DOLL AT YOUR WAREHOUSE?
HOW DO I SHOP FOR THE RIGHT CLOTHES FOR MY DOLL?
Payment
Does the bill contain private information?
Our store offers several payment options, including credit cards, bank cards, Payfi.Once a customer completes their order, the billing information will display the company name: JOYAI TECH LIMITED Hong Kong . The invoice will not include any sensitive details such as product names or the store name to ensure privacy.
Does Payfi support payments in other currencies?
At this time, Payfi payments can only be processed in US dollars. If you are purchasing from outside the US, we suggest either paying in US dollars or selecting an alternative payment method.
Why did my payment fail?
There are several reasons your payment might have been declined:
Card issuer rejection: Cross-border payment restrictions may be in place. Please contact your bank to authorize international or online transactions for your card.
Risk-related issues: The transaction may have been blocked due to reasons such as an expired or invalid card, exceeding the transaction limit, or the card being disabled.
Payfi error: Payment failure may occur if the store doesn’t support payments in your local currency or if your eligibility for installments hasn’t been verified.
Shipping
WHAT METHOD DO WE USE TO SHIP PACKAGES?
Typically, our dolls in stock arrive within 5 ~10 business days. If there is a shortage of goods, we will ship the package by air from China, which usually takes 20~30 working days; Customized dolls take 1 week to make, before sending the package, we will take photos to confirm the completeness and correctness of the product with the user. Once confirmed, we can begin shipping your doll. Package tracking numbers will be provided within 1-2 business days after approval is received. Usually, for customized doll packages, we use sea shipping by default, and the shipping time is about 30 working days. If you need faster shipping, just select our air freight option when ordering, air freight shipping time only takes about 1 week.
What shipping company to use?
Why does the package have no shipping itinerary?
This is usually because the tracking number has not been scanned after the package was picked up. Since the logistics order number is not scanned, no logistics information will be displayed during the query.
In order to avoid misunderstandings by customers, we will take photos and keep pictures of each package when it is shipped, and we will notify customers that the package has been shipped.
PS: The shipping time for stock dolls is 5 ~10 working days, and the shipping time for customized dolls is usually 30 working days.
What if the doll package without shipping insurance is reported as delivered or signed for but is subsequently lost?
If your package is lost after delivery is shown in the tracking information, it requires you to immediately contact the courier or logistics provider (e.g., FedEx, UPS) to file an official lost-package complaint and claim. This can be done through the courier’s official website or their customer service department.
Once you receive the official lost-package receipt or confirmation from the courier, please email it to the JOYAI Customer Service team (joyaitoy@gmail.com) . We will fully cooperate by providing all necessary supporting documents—including shipping records and package details—to assist you in progressing your claim.
What if the doll package with shipping insurance is reported as delivered or signed for but is subsequently lost?
Customers who have purchased shipping insurance are eligible for enhanced protection. If your package is lost within three (3) calendar days of being marked as delivered or signed for in the tracking system, please promptly contact both JOYAI Customer Service and your insurance provider.
The claim procedure is as follows:
(1)Request an official lost-package receipt or certificate from FedEx, UPS, or the relevant logistics provider.
(2)Within three (3) calendar days, please email the lost-package receipt and any supporting documentation to joyaitoy@gmail.com Our team will contact the insurance company as quickly as possible(within business days) and ask them to assist you in submitting the required claim information.
(3)Once the insurance company approves the claim, they will process your compensation promptly to minimize any inconvenience or loss.
Returns
- For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 24 hours after payment, a full refund can be made within 5~10 days.
- For orders that have been paid for more than 24 hours but not shipped, if you request to cancel the order and request a refund, a 30% handling fee will be deducted.
- For orders that the customers reject the packages when delivering or request to cancel the order when the item is shipped, the customers should pay for the shipping fee and 50% handling fee. The shipping fee and 50% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
- Due to the nature of our products, we do not accept returns of opened items.
OTHER QUESTIONS?
You can contact us ! We will be happy to assist you.