FAQS

Use the payment methods displayed at checkout, including PayPal and credit or debit card options when available for your location.

If your preferred payment method is not shown, contact our customer service team before placing your order.

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.

Custom doll production takes 2–5 days. After production, shipping takes an estimated 12–18 days. Production time is separate from shipping time.

Our customer service team is based in Dongguan, China and is available daily, 08:00–24:00 China Standard Time (UTC+8), including weekends and holidays.

During these hours, website chat is our priority and replies usually arrive within 15 minutes; email replies usually arrive within 30 minutes. These are estimates, not guarantees. Messages received outside these hours will be followed up when our team is available.

Email: Cupid@pygmalion-doll.com. WhatsApp: +86 19003480950 or +86 13423358407.

Replies about destinations where adult products cannot be delivered may take longer; our usual response estimates may not apply.

By air.

Check your order confirmation email for your order number. Your order number and shipment tracking number are different.

Once you receive a tracking number, visit Track Your Order. If you cannot find your confirmation or tracking details, contact us with the email address used for your order.

• 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 for all warehouse doll collections.

Production time and shipping time are separate. Delivery estimates may be affected by transport or customs delays.

Shipping delays alone do not qualify for replacement or after-sales compensation. Confirmed loss, wrong items and verified damage on arrival are handled separately; see our delivery-issue support information below.

Shipping is free to all destinations we currently serve.

Import costs covered: For orders shipped to the United States, European Union member countries, Chile, Switzerland, the United Arab Emirates, Japan, South Korea, Myanmar, Vietnam, Thailand, Russia, Belarus, Ukraine, Kazakhstan, Uzbekistan, Kyrgyzstan and Tajikistan, Pygmalion Doll Factory covers import duties, import VAT and customs clearance fees. You only pay the amount shown at checkout on our website; no additional import payment is required on delivery.

Brazil: Shipping is free, but the recipient must pay customs duties. These are not included in the website checkout payment.

Other supported destinations: Shipping is free. Any import duties or taxes assessed by customs are the recipient's responsibility. These charges may arise during customs clearance, including an inspection, and cannot be ruled out.

Free shipping does not mean every product can be delivered to every country. Please contact us before ordering if you need to confirm delivery availability for your product and address.

All products are shipped in plain brown, six-layer cardboard cartons with no logos, product pictures or other product-identifying markings on the carton.

The shipping label includes the recipient’s name, delivery address and contact telephone number. Please check these details carefully at checkout.

The product description on the shipping label is “silicone toy” or “硅胶玩具” (Chinese for silicone toy).

Follow the cleaning instructions for your specific model and configuration. Keep water away from electrical components, power connections, and the head or neck connector.

Do not assume that the whole doll or its optional electrical functions can be submerged. Contact us if you are unsure how to clean your model.

Gently comb the hair or wig. If washing is suitable for your model, use shampoo, gently towel-dry, and leave it to air-dry completely.

Keep water away from the head connector and any electrical components. Follow the care instructions for your specific hair or wig type.

Follow the care instructions for your model and material. Clean gently with a suitable cleaner, dry thoroughly before storage, and protect the surface from staining and prolonged pressure.

Use only care products recommended for your specific material. Keep water away from electrical components and connectors. For detailed guidance, visit our doll care guides or contact us.

A fully custom doll can require new design work, prototypes, molds, casting and hand finishing. These additional steps affect both the price and production time.

Customization of an existing model differs from developing a new head or body. Contact us with your requirements for a model-specific quotation and production estimate.

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.

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.

Please contact customer service for assistance. Your rights under applicable consumer protection laws are not affected.

We do not ship adult products, including warehouse dolls, small adult items and separate doll heads, to India, Pakistan, Turkey, any African country, or Middle Eastern countries other than the United Arab Emirates and Israel.

Only items in our Sex Doll Accessories collection are exempt from this adult-product destination restriction. Separate doll heads are not accessories. Contact us before ordering if you are unsure about an item's classification or delivery availability.

Pygmalion Doll uses silicone materials supported by third-party sample testing. We confirm that the supporting material documents relate to the silicone used across our silicone product range. They do not apply to TPE products.

The submitted silicone samples were assessed for specified restricted substances, REACH SVHC content, and total extractives under U.S. FDA 21 CFR 177.2600. These are different material tests with defined scopes, rather than a single finished-product approval.

Results apply to the samples and test conditions stated in the documents. They do not establish FDA approval of our finished products, medical-grade status, allergy-free performance, or certification of electronic functions. Please contact us with a product link if you need clarification about its material.

Factory visits are available by prior appointment only. Please contact the Pygmalion Doll team to discuss your visit. Our team will coordinate the appointment and arrange reception and an accompanied visit.