Cancelations & Returns

Welcome to Kanadoll. Kanadoll offers free global shipping services.

＞Can I Cancel My Order?

We understand that sometimes you may change your mind after placing an order. Since most of our products are custom-made, once your order is confirmed, the factory will promptly begin production and material preparation. Therefore, we kindly ask you to carefully review your order before making a purchase.
If you have any questions, please feel free to contact us—we are always here to help and support you.

Custom-Made Products

1. Cancelation Within 8 Hours：

You may cancel your order within 8 hours of placing it and receive a full refund with no fees.

2. Cancelation Between 8–24 Hours：

If you request to cancel between 8 and 24 hours after placing your order, a 5% processing fee will be deducted to cover order handling and resource allocation costs.

3. Cancelation After 24 Hours：

If you request to cancel after 24 hours, your order may have already entered production or the shipping preparation phase. In this case, the cancelation fee will be assessed based on the actual production progress and may range from 5% to 40% of the order amount.
Our team will proactively communicate with you to inform you of the current production stage and estimated completion time, and help evaluate the applicable costs.

Kind Reminder: Some brands have faster production times, and orders may be completed within 48 hours of confirmation. We appreciate your understanding and support.

In-Stock (Local Warehouse) Products

In-stock items from our local warehouses are typically packed and shipped on the same day. Therefore, cancelation requests for these orders are generally not accepted once processing has started.

If you still wish to cancel, please make sure to contact us before the package is delivered and refuse the delivery upon arrival.

The refund amount will be calculated as: Refund = Approximately 75% of the order amount
(This deduction covers the shipping costs, return shipping, and packaging fees.)

The exact refund will be determined based on the actual logistics costs incurred.

＞Returns Policy

Our Commitment:
At Kanadoll, we want you to be completely satisfied with your purchase. If you need to return a product, we offer a clear and fair return policy to protect your rights.

Return Overview:

  • You have the right to request a return within 14 days of receiving your product.

  • The item must be unused, unwashed, in its original condition and packaging.

  • Please contact our customer service before returning any items. Do not send items back to the original sender address without approval.

  • Once approved, we will provide you with the correct return address.

Non-Returnable Items:

  • Customized or Personalized Products:
    All custom-made items are shipped only after your confirmation of the factory photos, and therefore are not eligible for the 14-day return.

  • Non-Functional Variations:
    Minor variations in wigs, eye color, makeup, or body color are normal and not accepted as valid reasons for return. If you still choose to return for these reasons, return shipping costs are the customer’s responsibility.

Return Shipping:

  • If the return is due to personal reasons (such as a change of mind), the customer is responsible for the shipping and return shipping and packaging costs. The refund amount will be the order amount minus these charges.
  • If the return is due to our error (such as the wrong item or severe damage), we will cover all shipping costs and provide 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, in which case email us at [email protected]. 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.

＞Refund

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.

If you have any problem with your order, please call us via live chat, or send an email to [email protected].