After-Sales Compensation Policy

When there is an issue with your order, we will do our best to provide after-sales service. Below is our after-sales compensation policy:

1. Delivery-Related Compensation

1.1 Late Delivery Compensation

If the delivery time for your purchased love doll exceeds 60 working days, we will issue a full refund and send you a replacement doll free of charge.

Exceptions to the above time limit include:

• 1.1.1 If the product includes special features such as electric hips, oral functions, or implanted hair, or if there are specific customization requirements that extend production time, the delivery time will be separately agreed upon. If certain features require additional payment or confirmation from the customer before production, the delivery time will be calculated from the date of confirmation.
• 1.1.2 If the product is shipped from China and production time is significantly extended due to special holidays or factory scheduling.
• 1.1.3 If the product is shipped from China and belongs to a brand with a long production time, such as Elsa Babe, Fanreal, etc., it is not subject to this time limit. Please click here to view the production time for each brand.
• 1.1.4 For U.S. warehouses, the maximum delivery time is 10 days, and the compensation claim period is 20 days. For European and Canadian warehouses, the maximum delivery time is 15 days, and the compensation claim period is 30 days. In case of out-of-stock situations at overseas warehouses, we will contact the customer within 2 working days after the order is placed, and the compensation claim period will start from the final order confirmation date.
• 1.1.5 If the delivery personnel repeatedly attempt to contact the recipient, but the recipient fails to clear customs or collect the item, resulting in the item being returned or lost, we will not bear any responsibility.

1.2 Transportation Damage Compensation

We inspect products before shipping and retain confirmation photos. If the product is damaged during transportation, please contact us within 24 hours of receipt with photos or videos, and we will provide compensation based on the extent of the damage. For specific compensation details, please refer to the Product Quality and Defect Compensation section.

1.3 Lost Package Compensation

If the tracking number indicates that your package has been delivered but you have not received the item, please contact UPS/FedEx to file a claim as soon as possible and inform us. We will provide appropriate assistance or compensation based on the specific situation.

2. Product Quality and Defect Compensation

2.1 Minor Damage

If you discover minor damage during unboxing, such as broken eyebrows or nails, makeup smudging, minor skin tears, or protruding fingers, please contact us with photos and videos to apply for compensation. Compensation will range from $10 to $100.

2.2 Major Damage

If the product arrives with significant damage, such as severe skin damage, broken limbs, or other body part fractures, please contact us immediately with photos and videos of the damage. We will provide a full refund or reship the product. Return shipping costs will be borne by us, not you!

If, within 30 days of receiving the product, the doll sustains major damage due to non-human factors, such as fractures in major skeletal components (torso, thighs, etc.) or large-scale skin cracking due to material or quality issues, we will provide partial or full compensation based on the extent of the damage.

Note: Certain special features (e.g., heating, electric hips, electric suction, etc.) are not covered under this policy.

2.3 Product Errors or Omissions

2.3.1 Main Product Errors or Omissions

If the doll you receive is completely different from the factory or website images, please provide photos or videos taken during unboxing (including the entire body, head, shipping label, and outer packaging) within 24 hours of receipt. We will report the issue, verify with the factory and shipping company, and arrange for a replacement. Please keep the doll’s packaging intact, contact us (email:  Atbdoll@gmail.com) to obtain the return address, and send the doll back to the designated location. We will provide a full refund or cover shipping costs and resend the correct product.

2.3.2 Errors or Omissions in Features or Accessories

If the customization options for the doll you receive are incorrect or missing, we will compensate you with double the value of the erroneous or missing options. If the erroneous or missing options were provided free of charge, we will compensate you with a minimum of $20.

3. Dispute Resolution and Customer Support

If you have any other questions or concerns, please contact us at:  Atbdoll@gmail.com. David is always your most loyal friend!