Shipping policy

Shipping and Logistics

Your package will be shipped directly to your location via FedEx/UPS. Once the package is shipped, we will send you the tracking number via email. Please monitor your package tracking information closely to avoid any unexpected situations that may result in the loss of your package until it is delivered. If you have any questions about the logistics information, please contact us immediately, especially if the logistics information has not been updated or the delivery address does not match.

When you need to pick up your package at a FedEx/UPS store, we recommend that you check in advance whether the nearby UPS/FedEx location supports this service, as we have encountered some cases where it is not available.

During international transportation, your package may be affected by various factors, such as adverse weather conditions like storms, floods, or earthquakes, which may cause delays or interruptions in the delivery process. Local holidays or issues with the transportation company may also lead to delivery delays. In such cases, please do not worry; we will be with you every step of the way and assist you in resolving these issues until you receive your beloved package.

Special Notes:

  •  1. Please confirm the address is correct before shipment. If you need to change the delivery address after the package has been shipped, please contact us first.
     
  • 2. If you need to receive the package at a specific time, you can directly contact the courier to change the delivery time. After the order is processed and shipped, you will receive the courier's detailed information.

  • 3. If you receive your desired package, please inspect the package's integrity immediately. Take photos or videos to file a claim with the carrier. Even if the cardboard box appears intact, we recommend opening each item for inspection. If any damage is found, take photos or videos. This will help us better claim compensation from the logistics provider and provide a satisfactory solution.

Package Issues:  

  1. Product Mismatch
    If you receive a doll that is significantly different from the factory images or website, please provide us with an unboxing video (including the entire body, head, shipping label, and outer packaging box). We will report the issue to the manufacturer and arrange for a new replacement for you.

  2. Product Damage 
    If the package is severely damaged, please file a claim with the logistics provider upon receipt and provide us with an unboxing video. We will replace or repair the doll based on the extent of the damage.

  3.  Lost Package 
    If the tracking number shows that your package has been delivered but you have not received any items, please contact UPS/FedEx immediately to file a claim. We will also contact the logistics provider to verify the specific status of the package.  

If you have any questions or require further assistance, please feel free to contact us via email or our website customer service. We look forward to providing you with thoughtful and efficient service.