Cancelations & Returns

Welcome to Kanadoll. Kanadoll offers free global shipping services.

Can I Cancel My Order?

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.

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 goods 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.

>Returns Policy

We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
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 your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

Notes:

Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

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]