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- Custom dolls: production takes 2–5 days, followed by an estimated shipping time of 12–18 days.
- Small items: estimated shipping time is 12–18 days.
- Warehouse dolls: estimated delivery time is 5–7 business days.
Production and shipping are separate. Delivery times are estimates and may be affected by transport or customs delays.
Read our shipping policy. Available payment methods are shown at checkout.
Free shipping: Available to all supported destinations. Import duties, import VAT and customs clearance fees are covered for the destinations listed in our shipping policy. Customers in those destinations pay only the website checkout amount. For Brazil, customs duties must be paid by the recipient. For other supported destinations, any import duties or taxes assessed are payable by the recipient.
Discreet packaging: All products ship in plain brown, six-layer cardboard cartons with no logos or product-identifying markings. The shipping label includes your name, delivery address and contact telephone number.
The product description on the shipping label is “silicone toy” or “硅胶玩具” (Chinese for silicone toy).
Changes and cancellations: For items made to order, you may request a refund or changes to the delivery address, model or electronic options before production begins. Production may begin within one hour of payment, so contact us immediately if you need a change. Once production has started, we do not accept cancellation or refund requests; only a delivery-address change may be requested. Please contact us to confirm whether an address change can still be arranged.
Returns: Because adult products are personal hygiene items, we do not accept returns after shipment. Used products are not eligible for returns or refunds under our store policy.
Lost parcel: Send us your order or tracking number. We will check with the logistics company. If the parcel is confirmed lost, we will send an identical replacement free of charge; no unboxing video is required for a lost parcel.
Wrong item: Send us your order number and a video showing the item received. Once the error is verified, we will send the correct item, matching your original order, free of charge.
Damage on arrival: Record a continuous video from the start of opening the parcel and keep the product unused. Send the video and your order number to customer service. Once the damage is verified, we will send an identical replacement free of charge.
Outer-skin repair support: Standard configurable dolls and fully customized dolls purchased directly from www.pygmalion-doll.com qualify for free repair tools and tutorial videos for outer-skin damage within three months of purchase. Products bought from other sellers are not covered. Warehouse dolls and small items do not include ongoing repair support after use.
Electronic functions: We record a function-test video before shipping products with electronic features. Electronic-function faults are not covered by our voluntary after-sales service. This does not exclude the delivery-issue replacement assistance described above or your rights under applicable consumer protection laws.
Shipping delays alone do not qualify for replacement or after-sales compensation. This policy does not limit your rights under applicable consumer protection laws.
- Choose your product and review its size, weight, material, and selected options before checkout.
- Check your delivery address and complete payment using an available checkout method.
- Custom dolls only: after production, we provide an inspection video for your review and approval before shipment. We also record the packaging process.
- Warehouse dolls and small items: these do not follow the custom-doll production and approval process.
- Use the carrier tracking number when available to track your shipment.
Questions about a model or option? Contact us before ordering.
