Shipping policy

 

International Shipping

Orders are shipped internationally from our U.S. warehouse and must depart via Los Angeles International Airport (LAX). Due to congestion at LAX, international shipments may experience additional delays.

Shipping Advisory: All international shipments are routed through Los Angeles International Airport (LAX). Because LAX is particularly vulnerable to congestion, labor shortages, and shifting trade policies, delivery times can vary. While some shipments move quickly, others may face delays of up to 3 months. Please place an order only if you accept this risk.

If you require faster delivery, you may choose to use a freight forwarder (e.g., shipito.com). Important: see “Use of Freight Forwarding Services” for responsibilities and limitations.


Customs, Duties & Taxes

  • Import duties, customs fees, and taxes are not included in the purchase price and are the customer’s responsibility.
  • We cannot prevent delays caused by customs clearance procedures in your country.
  • We do not accept refund requests after a shipment has been held or stopped at customs.
  • If the shipment is returned to us in perfect, unopened condition, we will refund the item price only (original shipping is non-refundable).
  • If the item is abandoned and not returned, no refund will be issued. Refused or abandoned international shipments may result in permanent account closure.


Customs Classification Note

Our products are generally declared under the harmonized code for “Plastic Toy”. Your customs office may reclassify this at its discretion. If you believe the assigned code or resulting fees are incorrect, please contact your local customs office or the carrier to request a review.


Mainland China Shipments (Resident ID Required)

  • A valid 18-digit Citizen Identification Number is required for delivery to Mainland China.
  • If the ID is missing, incorrect, or mismatched, the shipment may be held or returned by customs.
  • If held or returned due to ID issues, we will refund the item price only after the unopened product is safely returned to us. Original/return shipping, storage, customs, and handling fees are non-refundable.
  • If the parcel is not returned to us—or is returned damaged and not in resalable condition—no refund will be issued.
  • We are unable to intervene with local customs. Please contact your carrier or customs office directly for resolution.


Domestic Shipping (United States)

  • Standard Shipping: Estimated to arrive within 3–5 business days after processing.
  • Expedited Shipping: 2-Day and 3-Day options are available for most locations (excluding PO Boxes).

Shipping timelines begin after payment is authorized and your shipping address is verified. Orders with incomplete information or authorization issues will be delayed until resolved.


How We Calculate Shipping Costs

Shipping fees are calculated based on volumetric weight, a method widely used by major carriers.

Volumetric Weight (kg) = Length × Width × Height (cm) ÷ 5000

Example

  • Actual weight: 1 kg
  • Box dimensions: 30 cm × 30 cm × 30 cm
  • Volumetric weight: (30 × 30 × 30) ÷ 5000 = 5.4 kg (carrier may round up to 6 kg)

Even a light package may incur higher fees if the box is large. If actual weight exceeds volumetric weight, the higher of the two may apply.


Free Shipping (U.S. Only)

  • We offer free shipping within the U.S. on orders over $200.
  • If any item in your cart qualifies for free shipping, it applies to the entire order.
  • Orders cannot be combined after purchase to qualify for the $200 threshold.


Use of Freight Forwarding Services

  • Using a freight forwarder is entirely at your own risk. All communication and problem resolution with the forwarder are the customer’s responsibility.
  • We are not liable for losses, delays, confiscations, damage, mis-delivery, or tracking issues occurring while the parcel is in the custody of any forwarder.
  • We cannot track, verify, or intervene in the forwarder’s internal processes or local customs procedures. For any inquiries, please contact the forwarder directly.
  • Refunds or replacements will not be issued for issues arising from the use of forwarding services unless the original parcel is returned to us in resalable condition under the terms stated in this policy.


Shipping Damage

If your order arrives with visible damage:

  1. Refuse delivery at the door if possible.
  2. If already accepted, contact the carrier immediately and request a damage claim.
  3. Save all packaging materials and paperwork (outer carton, inner packing, labels, invoices). Do not discard anything.
  4. Do not return the item on your own, as this may void eligibility for a shipping damage claim.


Product Inspection & Defect Reporting

Please inspect your item upon delivery. If you believe there is a manufacturing defect, contact us within three (3) days of delivery with:

  • A detailed description of the issue
  • Clear photos showing all affected areas

Reports submitted after three (3) days may not be eligible for return privileges.

Note: Due to the nature of collectible dolls, certain minor conditions (e.g., frayed clothing, minor sewing inconsistencies, wig messiness from packaging, or color transfer from dark clothing) may occur and are not considered defects.

 

Pre-Order Policy

  • Pre-order items are not in stock at the time of purchase and will ship after the official release date. Release dates are subject to change.
  • Full payment is required at checkout. All pre-order sales are final. If you change your mind, we may offer store credit but not refunds.
  • If your order contains both pre-order and in-stock items, the entire order will ship when all items are available. To receive in-stock items sooner, please place a separate order.