Imdoll offers free worldwide delivery for all sex dolls. However, due to a small number of regions being classified as remote areas, additional remote area fees may apply, such as in Hawaii and Puermto Rico.

Customs Duties and Taxes
The situation varies by country. While we offer free shipping, some countries do not require any import taxes, while others may require customers to handle customs clearance and taxes themselves (don’t worry, it’s straightforward, and we’ll assist you throughout). Here are some explanations regarding whether common countries or regions impose taxes:

1. Duty-Free: USA, Canada, UK, and EU.
2. Countries where customers need to pay import taxes: Australia, Switzerland, Norway, New Zealand, South American countries, South Africa, and South Korea.
3. Duty-Free in some Asian countries or regions: Japan, Taiwan, Malaysia, Singapore, Thailand, the Philippines, Vietnam, Myanmar, the UAE, Cambodia.
4. Restricted countries: We do not ship to Islamic countries such as Afghanistan, Pakistan, Jordan, Libya, Kosovo, Iraq, etc.

After receiving payment, it takes 1 to 3 business days to manufacture your doll and an additional 5 to 12 business days for shipment.

Custom sex dolls can take up to a month to produce depending upon the degree of customization.

Most sex dolls will be delivered within 7-15 business days of generating a tracking number.

*If you have purchased products from overseas warehouse, they are typically delivered within 2-7 business days.

At imdoll, our consideration of your privacy is foremost. We use durable, plain shipping boxes with no identifiable labeling or brand markings. You can relax. The confidentiality of the contents of your package is assured every time.

A tracking number is emailed to you as soon as your doll is ready to ship.

PayPal offers several payment options to customers, including:

• PayPal Direct Checkout

If you have a PayPal account, select PayPal and you can log in and pay with PayPal Balance, Credit or Debit Card, or Bank Account.

If you have a credit card but you don’t have a PayPal account, select Debit or Credit Card under PayPal. You will be redirected to the PayPal checkout window, enter your credit card number, and pay.

• PayPal Pay Later

PayPal Pay Later is a convenient payment option that allows you to make a purchase now and pay for it in installments over time. With this service, you can split your purchase into four equal payments, with the first payment due at the time of purchase. There are no additional fees or interest charges as long as you make your payments on time.

• PayPal Credit 

PayPal Credit is a revolving credit line that allows you to make purchases and pay them off over time. It works like a traditional credit card, giving you the flexibility to choose how much you want to pay each month. PayPal Credit offers promotional financing options, such as interest-free periods, for qualifying purchases.

1. We use a reputable and secure payment gateway that is certified by PCI DSS (Payment Card Industry Data Security Standard). This will ensure that all payment transactions are encrypted and protected against unauthorized access.

2. Secure Sockets Layer (SSL) certificate is a security protocol that encrypts the data transfer between the web server and the browser. imdoll.com has an SSL certificate. Your personal and financial information is being transmitted securely.

3. We take data privacy seriously and always protect your personal information.

Internet Explorer is not supported.

• Please note that our system currently does not work well with an In Internet Explorer browser. If you’re using IE, then the Firefox and Google Chrome will be the best choice. If the same issue happens, kindly refer to the following details.

PayPal is blocking the purchase.

• Your Credit Card or Debit Card issues (such as an invalid card, expired card, the amount exceeds, the card is disabled, etc.)
• Your Credit Card or Debit Card issues with International transactions (Ensure the buyer credit cards and debit cards are allowed to buy online from overseas merchants)
• If you are receiving a receipt error for a PayPal order then likely there is an issue with your PayPal funding source. Please contact PayPal.com support for more information.

Check Your Card.

• Do Not Honor: The bank is unwilling to accept the transaction.
• Insufficient Funds: The account did not have sufficient funds to cover the transaction amount at the time of the transaction.
• Limit Exceeded: The attempted transaction exceeds the withdrawal limit of the account.
• Expired Card: Card is expired. The customer will need to use a different card.
• Invalid Credit Card Number: The customer entered an invalid payment method or made a typo in their credit card information.
• Invalid Expiration Date: The customer entered an invalid payment method or made a typo in their card expiration date. Have the customer correct their payment information and attempt the transaction again – if the decline persists, they will need to contact their bank.
• Card Issuer Declined CVV: The customer entered in an invalid security code or made a typo in their card information. Have the customer attempt the transaction again – if the decline persists, the customer will need to contact their bank.
• Based on Location: The bank declined based on location.
• Bank’s Fraud Rules: The bank’s fraud rules blocked the transaction.

If your payment won’t process with your PayPal account or you’re still having problems with your card, try:

• Make the purchase again in a browser that’s in Incognito mode, or in a different browser, or
• Changing your payment method at checkout, or use a different credit card or PayPal account, or
• If none of these issues apply, please contact us with your order number(if there is), name and email address, error notification, and the screenshot of the error, we will check the details and assist you in continuing the order.

Last but not least, note that you should be able to receive detailed information for any failed or successful transaction from your bank. If a payment fails, do not hesitate to contact your bank or contact us.

① Request a refund within 12 hours, you will be charged a 10% restocking fee.

② For items not stocked at warehouse, refund requests after 12 hours will be subject to a late cancelation fee. You will only be entitled to a refund valuing 60% of total purchase amount.

③ Custom orders already in production cannot be canceled.(Under normal circumstances, the factory will receive the order and commence production within 24 hours. Likewise, overseas warehouse orders will be arranged for shipping within 24 hours. Therefore, in principle, orders that exceed 24 hours cannot be canceled.)

④ For items stocked at warehouse, refund requests after 12 hours are entitled to a refund valuing 70% of total purchase amount. If you have already been contacted by shipping, please be sure to refuse delivery.

⑤ Please be patient for the slow shipment of products due to force majeure factors such as COVID-19, regional wars, earthquakes, etc.

⑥ If the delivery time is extended (more than 30 days longer than the expected date) due to the work error of the forwarding company and you choose to cancel your purchase due to prolonged delivery times.The indemnity is jointly borne by kanadoll and the forwarding company, and the compensation ratio is usually within 20% of the total amount.

We accept product returns. Customers have the right to apply for a return within 14 days after receiving the product.

Conditions for Returns are as follows:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete the return process, we require a receipt or proof of purchase. After deciding to return the item, please contact our customer service at your earliest convenience. If the return is approved, our customer service will provide you with the correct mailing address. Please do not send it back to the original sender’s address on your own.

Conditions for Non-Acceptance of Returns are as follows:

1. Customized or personalized items are shipped only after confirmation of factory photos and status, therefore, they do not have a 14-day refund right.
2. Non-functional options in overseas warehouse items, such as wigs, eye colors, and body makeup colors, have inherent variations. In principle, returns are not allowed for these factors. However, if returns are initiated due to such issues, the consumer bears the refund shipping fee.

Shipping Fee Explanation for Returns:

If the return is due to consumer reasons, the shipping cost will be borne by the consumer. The specific cost will depend on the courier company you choose, and you will not receive a full refund; the exact amount will be determined based on the circumstances. If the received product is damaged or incorrect due to our reasons, the consumer will not be responsible for the shipping cost and will be eligible for a full refund.

Notes:

1. Please don’t place any orders until you’re sure of what you want. Once you decide to pay, you should be fully committed to keeping them in place. Check factory photos of the doll or a similar doll before you place an order. If you have any questions before purchasing, we are happy to help you!

However, you will not be charged any fees to add items, change items anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.

2. We do not offer refunds for any other reason other than it’s missing the custom feature you paid for, or it’s a wrong doll.

3. You must inspect it from head to toe before using it on receipt of the doll. It should be brand new and non-washed. This is very important. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, Please contact our after-sales staff immediately. We can then work to resolve the issue.

4. If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.

We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.

What is not covered under the guarantee?

– User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered.

– Used Dolls – Any dolls which have been used will not be eligible under the guarantee.

–Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.

– Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use  lash & nail glue to re-attach it.

– Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with lash & nail glue by yourself.

– Makeup Difference – We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.

– Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping. (never disconnected if used in an appropriate way.)

–DO NOT FILE A CLAIM WITH YOUR PAYMENT CARD OR RETURN THE PACKAGE DIRECTLY-. If you want to cancel your order or return your package, send us an email to talk things over. The shipping address on the package box is not available for returning made-to-order and in-stock orders. Please make sure the doll is brand new and has never been used or washed before you return it to us.

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 account.

The refund time period for different modes of payment is provided below.

Credit Card/ Debit Card (5-10 Business Days)

If the standard time frame as mentioned in the above table has expired and you have still not received the refund, please contact us for a refund number and then contact your credit or debit card issuer or your bank for more information. DON’T FILE A CHARGEBACK REQUEST DIRECTLY (this will delay your refund more). The refund back to the account depends on your bank.