Shipping policy

DISCREET PACKAGING

The doll will be packed in a tight, sturdy, moisture-proof carton, and no information will indicate that it is a doll. Please note that customs agents may open your doll box for inspection and determine the import tax for overseas customers.

FREE SHIPPING

We provide free and discreet delivery service, mainly to North America and Asia. However, due to import laws and regulations and certain restrictions, we will not ship to the following destinations: Islamic countries, Thailand, Malaysia, India, Africa, or Brazil.

Delivery: Normally, 2-5 workdays delivery from California, US for 98% of orders. Next-day delivery is available. 100% Discreet, and Free Shipping.

Note: If you can accept an additional shipping cost of $550 per doll, we can send our realistic sex dolls to Puerto Rico, Hawaii, Alaska, etc. Please contact us for more details.

PROHIBITED COUNTRIES

We DO NOT ship to Islamic countries, such as Afghanistan, Pakistan, Jordan, Libya, Kosovo, Iraq, etc.

CUSTOMS TAXES

For parcels shipped to certain countries in the United States, the UK, and the EU, customs duties are usually included in the postage. Therefore, in most cases, you don’t need to pay customs duties.

For parcels shipped to Mexico, Canada, or other European countries outside the EU, customers typically need to cooperate with customs clearance and pay taxes independently.

Please rest assured that we will do our best to assist you in reducing customs duties and help you complete customs clearance to receive the parcel as early as possible.

For UK customers: Sex dolls shipped from European, US warehouses require customers to complete all customs clearance procedures.

SHIPPING AND DELIVERY TIME

For customized dolls, it usually takes 30-35 workdays to reach the United States and 40-45 workdays to reach European countries. The shipping time is calculated from the date when you make the final confirmation about the factory photos of your doll with our customer service.

Furthermore, for customized dolls, we also provide the option of expedited shipping from China by air. It typically takes a 7~14 working day to ship to the United States and 10~15 workdays to European countries (excluding customs clearance time). Kindly note that the express fee shall be paid on your own.

For in-stock dolls, it usually takes 2-5 workdays to arrive, with certain exceptions for unique situations.

Before sending the parcel, we will take photos to confirm the completeness and correctness of the product with the user. We will only ship the product after the user confirms approval. A parcel tracking number will be provided within 1-2 working days of approval being received.

Our goal is to ship all products as soon as possible so that you can enjoy your new doll. However, please note that even if your doll is pre-configured, it will take some time to complete your order.

ORDER TRACKING

Your parcel from our local warehouse will be shipped by DHL, FedEx, or UPS. After shipment, we will send you a tracking number via email. For this reason, you must provide us with your correct contact information.

For orders shipped from our Chinese factory via sea or land, a valid tracking number will be provided only after the goods arrive at our overseas warehouse and are dispatched via express delivery. This is because shipments from China are transported in a container alongside our bulk stock, which means there is no individual tracking number available for customer inquiries during the ocean or railway transit.

CHECK AND ACCEPT YOUR PARCEL

We suggest you inspect each item if your parcel arrives with any damage. Even if the carton looks good from the outside, it is recommended that you open each unit to inspect it. Take photos or videos as proof if needed. This should be done in front of the deliveryman because once the deliveryman leaves, it is too late.

If the bill of lading or driver does not allow you to open the parcel for inspection before signing, you must carefully inspect the carton and pay attention to any damage, regardless of size. If you see any holes or damage to the carton, you must put the damaged parcel aside unopened for the carrier’s inspector to inspect and ask the delivery person for the local phone number you can contact.

If you discover any damage in the future, you are solely responsible for filing a claim. In this case, you must immediately contact the freight terminal for further instructions, or call the shipping company’s customer service center for help.

Lost Package Claims and Procedures

What if the doll package is reported as delivered or signed for but is subsequently lost?

1. Customers Without Shipping Insurance
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.

2. Customers With Shipping Insurance
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 SexDollPartner 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 traderinasia@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.

Note:
Shipping insurance provides vital protection for your purchase. We strongly recommend selecting the shipping insurance option at checkout. If you experience any issues related to lost packages, please contact our online customer service team immediately. We will provide professional guidance and support to ensure a smooth, worry-free shopping experience.