Shipping and Return Policy

At Lovedollheaven (LDH), we are committed to providing quality products and exceptional service to our valued customers. In this section, we will first describe our product quality assurance measures, followed by a detailed description of our order cancellation, refund, and return policies. By understanding these policies, you can browse the wide range of figures offered by LDH with confidence that your satisfaction is our top priority. If you have any questions or concerns, please do not hesitate to contact our dedicated customer support team!

Shipping Policy

In stock sex dolls all taxes and duties are included. There are no hidden fees and no extra charges ever. All our sex dolls are 100% discreet on arrival. Sex dolls arrive in a plain brown box with no sex information. The courier or handler does not know what is in the box or where it came from.

In Stock US:(Except for Hawaii, Alaska and Puerto Rico, which require additional shipping charges of $400).EU:(If your address is a remote area, which requires additional shipping charges of $100.)

In Stock EU:(UK, Switzerland, Norway and Ukraine can not ship).

Free shipping, but buyers must clear customs and pay taxes: South American countries, Indonesia, South Africa, South Korea, Argentina, Chile, Switzerland, Norway, New Zealand, Ukraine, Vietnam, Israel.

Undeliverable areas: Islamic countries in the Middle East, Turkey, India, and Thailand.

For CAN, NOR, AUS, SE, SA and certain other countries we cannot prepay import duties. However, we are willing to cooperate by paying up to 50% of the duty (with a maximum of $150 USD). We will also manage the communication with customs authorities to streamline the process and minimize hassle. Typically, the additional cost is approximately $150 in most cases, and we can provide you with an approximate cost calculation prior to your purchase.

Shipping Time

In Stock Sex Dolls(US,EU)

USA in-stock dolls are available for USA customers only; EU in-stock dolls are available for EU customers only. However, if you have placed an order from other overseas warehouses, you can exchange dolls from local warehouses. Since the prices of dolls in EU warehouses and US warehouses are different, you will have to pay the difference. When you have paid the difference, we will send the doll to you. If you don’t want the doll, we can give you a full refund.

Our in-stock items are sold within the USA/EU and all in-stock collection items are shipped within 1-3 business days after payment is received. Delivery times vary depending on the order requirements and your location. Generally, all dolls are shipped via UPS or FedEx. The average delivery time is 3-7 business days after your order is placed. You will receive tracking updates via email so you can track your package yourself.

Custom Dolls

Any item that does not have “In Stock” in the product name is a custom sex doll.

Production time depends on your choice of brand, materials and custom premium features. Approximate:

TPE doll: 3-7 days, some high-end brands or multiple movement functions may extend 1 week.

Silicone doll: 2-3 weeks, some high-end brands or multiple movement functions may extend 1 week.

*Note: Please understand that a sex doll is a custom product that is made to order according to the customer’s specifications. Although we strive to ship each order within the above timeframe, in exceptional cases the turnaround time may be slightly longer.

*Note: Due to the Chinese New Year holiday, custom doll shipments will be delayed until at least the end of February.

Delivery time depends on the shipping method you choose:

However, in some cases, we may choose to use air freight to deliver your package to your country and facilitate customs clearance. After that, FedEx or UPS will be responsible for final delivery and updating logistics information. Prior to the package’s arrival in the U.S., the tracking number will only indicate the creation of the shipping label, with no accompanying logistics details. We understand that you may have concerns regarding the status of your shipment. We appreciate your patience during this interim period and want to assure you unequivocally that we are fully responsible for every aspect of your orders.

Delivery Change

Package Pickup

If you plan to pick up your package in person at a FedEx/UPS location, please provide us with the location’s address before we ship your shipment. It is imperative that you call the store in advance to determine their pick-up policy, especially if the package is delivered to an incorrect or refused address by FedEx/UPS.

Address Modification

Please verify the accuracy of the shipping address before we initiate shipment. If you need to change the shipping address after the package has been shipped, please contact us first.

Change Delivery Timing/Hold

In the event that you are unable to accept delivery of your package during the estimated time frame allotted by the courier, you have the option of contacting them directly to arrange a more convenient date and time for delivery. Once your order has been processed and shipped, you will receive comprehensive communication from the courier.

It is crucial to ensure that our email address (service@lovedollheaven.com) is not filtered as spam or blocked by your email service provider. We also ask that you maintain an open phone line to receive our important messages promptly at any time.

What Do We Guarantee?

Brand New & Pristine Condition Assurance

We guarantee that all our sex dolls will arrive in a state of absolute newness and originality. They will be in perfect working condition and exactly as described and pictured on our website.

Stringent Quality Assurance

We’ve implemented a rigorous quality assurance system that ensures each doll undergoes extensive inspection and testing before leaving our workshop. We package them discreetly and securely to protect your privacy, and our logistics are guaranteed to deliver your doll in pristine condition. Our meticulous quality checks greatly reduce the possibility of any damage or imperfections.

100% Satisfaction

To ensure your complete satisfaction, we provide factory pictures of your doll for your review prior to shipment. If, upon receipt of your doll, you discover any errors in your order, such as defects or incorrect shipments, we will repair or replace it.

What Do We Guarantee?

Before we ship any product, it goes through several stages of quality control. We want to provide our customers with only the highest quality products. After you place an order with us, you will receive an automatic email confirming your order. From that point on, you will know if you need to make any adjustments to your order. Please note that when you place an order, you have 6 hours to contact our customer service team and request a cancellation or modification. After we receive your order, we enter the preparation status, so even if you request a refund within 6 hours, you will still be charged the 10% processing fee. After 6 hours, we’ve already started working on your order and it will be too late to make any changes.

There is a certain amount of time for the tracking number to be uploaded. You will receive a tracking number approximately 1-2 days after shipping. Delivery times vary depending on your location. Processing and delivery time may be delayed during holidays (New Year’s Day, Christmas Day, National Day, Chinese Spring Festival, etc.)

In Stock Sex Doll

The Stock sex dolls will be refunded according to the following circumstances:

1. If the order time is less than 6 hours: we will refund you 90% and charge 10% handling fee.

2. If the order time is more than 6 hours, but not shipped: We will refund you 80% and charge 10% handling fee and 10% service charge.

3. If the product has been shipped: We will refund you 50% and will charge a 10% handling fee 10% operation fee and 20% logistics fee and a 10% product abrasion fee.

4. If the product has been signed, no returns or refunds will be accepted unless the product has been seriously damaged.

Custom Sex Doll

Doll is a custom product that is created especially for Buyers. 6 hours after an order is placed, it will be processed and cannot be canceled for any reason.

If the cancellation is accepted for exceptional reasons, the custom sex dolls will be refunded according to the following conditions:

1. If the order time is less than 6 hours, we will refund 90% and charge a 10% handling fee.

2. If the order time is more than 6 hours but not produced, we will refund 80% and charge a 20% restocking fee.

3. Please note that your order will be processed within 8 hours of receiving your payment. An order cannot be changed or cancelled once it has been processed as it is a personalised, custom-made product and we won’t accept cancellations or refunds once production has started.

4. Once the product has been signed, no returns or refunds will be accepted. You should make a claim with the carrier on receipt of your package if it is badly damaged. A replacement will be arranged depending on the severity of the damage. For minor damage, we will provide all the necessary kits to help you repair the item.

***Please note that any return/refund reasons about the dolls’ weight or size(too heavy, too big or too small) or the dolls’ feature(too cold) will not be accepted, please understand the material characteristics of sex dolls, and please be aware of the doll’s height and weight before you place the order.

A few measurement error is acceptable, due to different temperatures, measurement conditions (lying down or standing), and measurement areas by different people. Thanks for your understanding.

Returns Policy

For orders that are delivered to you damaged or defective, we offer a 100% free return and exchange service. Return shipping costs will be covered by us, LoveDollHeaven, not you! If you find any product defect after unboxing, please contact us immediately and provide pictures and video of the damage. We will deal with it immediately! We manually inspect every product before shipping to ensure the item is in perfect condition.

Returns will only be accepted if you have received the wrong item or a faulty item due to our error. You should make a claim with the carrier on receipt of your package if it is seriously damaged. Buyers should check the condition of the package and report any damage or defects to us within 24 hours of delivery. Returns will not be accepted and we will not accept any claims after this time. If the product you have received is damaged or faulty, please follow these steps:

1) Immediately upon delivery, email customer service with your name, order number, and an explanation of the problem: info@lovedollheaven.com

2) Attach evidence (either photos or videos) of the defects or damage described.

3) Allow our team to review the problem and come up with an appropriate solution that is acceptable to you. If the problem was caused by us, or if the product has a manufacturing defect, please rest assured that we will take care of it. A new replacement will be arranged depending on the severity of the damage. For minor damage, a repair kit will be offered.

Damaged functions: If certain functions（sucking, electric hips, automatic blowjob, real oral sex, moaning, body heating）are non-functional due to transportation damage, please report the damaged functions to our customer service team immediately. If the functions are confirmed to be non-functional due to transportation damage, but this does not affect the use of the doll, we will initiate a refund for the corresponding function fee.

Missing package: If the tracking number shows that your package has been delivered, but you haven’t received anything, call UPS/FedEx and file a claim as soon as possible. Just in case, we add an adult signature service for most packages (exceptions may apply).

Exchange (not applicable)

Because sex dolls are sexual items, we do not conduct secondary sales, so we will not exchange them in any case. If there is serious damage, we will send a new one.

Resend (if applicable)

If the doll is seriously damaged and cannot be used, we will send you a new one.

If we lose the package in shipping, we will resend it.

***DO NOT RETURN THE PACKAGE DIRECTLY

The shipping address on the box does not apply to returns of custom orders and inventory orders.

If you wish to return the package, please contact us for further instructions.

Damage resulting from misuse of the product is not covered under the product warranty. To be eligible for a return, your item must be unused and in the same condition in which you received it. Sex dolls are sex toys and are non-returnable for any reason if used. We do not offer returns or refunds on any products for any reason other than being damaged or defective upon arrival. Should this situation occur, your return is void if your product shows any signs of previous use – we cannot and will not accept returns of any used items.

REFUNDS Policy

1. You are responsible for paying your own shipping charges for returning your item. Shipping charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

2. Once your return has been received and inspected, we will send you a notification email. We will also notify you of the approval or denial of your refund.

Refund Timeframe

Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal account.

The refund period for different payment methods is listed below. Credit Card/ Debit Card (6-10 Business Days) PayPal (7 Business Days)

3.If approved, your refund will be processed and a credit will be automatically applied to your PayPal account or credit card within a certain number of days. (However, any transaction fees charged by third-party platforms such as PayPal are non-refundable). Late or Missing Refunds (if applicable) If you haven’t received your refund, first check your bank account again. Then contact your credit card company, as it may take some time for your refund to be officially posted. Next, contact your bank. There is often a processing time before a refund is posted. If you’ve done all of the above and still haven’t received your refund, please contact us at info@lovedollheaven.com. Customer satisfaction is very important to us. If you have a problem with your order, please contact us and we will do our best to resolve the issue immediately. Learn more about our warranty.

What is not covered by the money back guarantee?

Rejecting The Package

It is impossible for our customers to return the package to us by refusing the package because we can’t receive it. You will need to contact our online customer service to confirm the status of your order and get a suggestion for the next step. Otherwise, you will be responsible for the loss of the package.

Minor Imperfections

Minor defects and imperfections that are not considered damage are not covered by our money back guarantee. These imperfections include skin blemishes, minor scratches, marks, indentations, small dents, micro-cuts, subtle changes in skin texture, loose or missing fingernails, toenails and eyelashes, and minor inconsistencies or inconsistencies in facial and body makeup. These imperfections can be addressed according to LDH recommendations.

-Fingernails and Toenails – The nails on the dolls may come off during shipping or after you receive the package, as we use a light adhesive to make nail removal easier for the buyer. If a nail does come off, simply reattach it with our eyelash and nail glue. -Loose Eyelashes – A protective eye mask (sponge) is included with the doll’s face to protect her eyes. If the eyelashes come off, you can easily reattach them with our eyelash and nail glue. -Minor skin imperfections and slight variations in skin texture that occur during the manufacturing process (such as injection points and mold seam lines, scars on silicone heads, etc.) are not considered defects and are not covered by our money-back guarantee. -Minor damage caused during shipping by the courier or shipping company, such as minor skin abrasions or a bent neck, can be easily repaired. SDF can provide instructions and repair tools. Customers are encouraged to make reasonable repair attempts according to LDH’s recommendations.

Handcrafted

All of our sex dolls are carefully handcrafted. As a result, each doll has a slight uniqueness, resulting in minor differences. You will receive photos of your doll before it leaves the factory. If the details differ significantly from your expectations, we will make the necessary corrections at your request before the doll leaves the workshop. Please make sure that our email (info@lovedollheaven.com) is unblocked to ensure timely receipt of our email updates.

-Facial makeup, areola color, vagina color, etc. may vary slightly due to different screen displays or manual makeup application, which is allowed. We have made every effort to replicate the makeup depicted by the photographer in the images; however, a 100% match cannot be guaranteed. -Please allow 1-3cm variance due to manual measurement.

Premium Options

Please make sure the premium options (sucking, electric hips, automatic blowjob, real oral sex, moaning, body heating) are working properly when you receive your doll. We won’t cover them if they disconnect during use.

User Damage

User Damage – All our dolls undergo a thorough quality inspection before being shipped to you. Please be careful when using the doll. If you report any damage and it is determined that the damage was caused by customer mishandling or negligence, the doll will not be covered under warranty. This includes overstretching of limbs, skeletal fractures, and tearing of orifices. We reserve the right to evaluate the doll and determine the cause of damage based on all information provided. The final decision is at the sole discretion of LDH.

Used Dolls

Sex dolls are very personal products. Dolls that have been used are not covered under our warranty. However, we will make every effort to provide you with solutions.