– Purchase Guidelines –

Thank you for choosing Kanadoll!
Please take a moment to read the important information below to familiarize yourself with the purchase process and key details.

 

– Order Process –

– Order Process Order Confirmation And Changes –

Please note the following important points:
  • Orders placed on weekdays will be processed on the same day.
  • Orders placed on weekends will begin processing the following Monday.
Once your order enters the processing stage, if you wish to make any changes, please contact us through our customer support email at [service@kanadoll].
Note*: After payment is successful, you will receive an order confirmation in your email.

– Payment Method –

Kanadoll uses Stripe as our main payment platform, which supports secure payments worldwide. We accept:
 
  • Local Payments: Bancontact, Boleto, Giropay, iDEAL, Przelewy24, SEPA Direct Debit, Sofort
  • Credit and Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club, China UnionPay, JCB, Cartes Bancaires, Interac
  • Apple Pay, Google Pay, Microsoft Pay
If you encounter a payment failure, it may be due to one of the following reasons: international payments not being enabled, the issuing bank rejecting the transaction, or exceeding the payment limit. You can contact your bank for authorization, or you may reach out to us at [[email protected]], and we will assist you further. For more details, please click here.

– Production Time –

All the following timeframes are calculated on business days
 
In-Stock Dolls: US/EU/CA/AU warehouse dolls are pre-made inventory items and do not require additional production time.
Custom Sex Dolls: Crafting a doll typically takes 1-3 weeks. However, the duration may vary depending on the brand, materials, and customization features. For instance, silicone sex dolls may have a longer production time compared to TPE sex dolls, and adding body makeup to dolls requires extra time, among other factors.
Here is a list of some popular sex doll brands from Kanadoll and their estimated production times for your reference.
During holidays (New Year, Christmas, National Day, Spring Festival, etc.), production times may be extended.
For the estimated production times of all brands, please click here.
Please note that the production times listed above are estimates and may vary depending on circumstances. We appreciate your understanding and patience.
 
Once your doll is ready, we will provide you with confirmation photos or a video. For in-stock dolls, they are already fully packaged in the warehouse and cannot be opened, so we cannot provide confirmation photos before shipping.
However, you can request factory photos of the doll before placing your order.
 
Packaging Info：Your purchased dolls or accessories will be packaged in plain cardboard boxes with no external descriptions of the products, ensuring that others cannot discern what you have bought.

– Shipping Method & Delivery Times –

All the following timeframes are calculated on business days
 
In-Stock Dolls: All in-stock items will ship between 2-7 business days after payment is received.
Custom Sex Dolls: Free fast shipping worldwide! However due to import laws we do not ship to the following destinations: Islamic countries, India, Africa, Brazil. Our shipping partners are FedEx, UPS, DHL, DPD, and Royal Mail.

It should be noted that all dolls that exceed the maximum weight of air freight will be sent by rail or sea. Depending on the final address, average delivery times by rail are between 28-35 days ; by sea freight 35-50 days. The good news is that not many dolls are judged to be overweight by air freight standards and, as always, once your doll is shipped, we will send you a tracking number.
 
NOTE*: If you prefer to collect your package at a FedEx or UPS store, kindly provide the address of your local store when placing your order. Should you need to drop it off at a FedEx or UPS location due to being away from home, please inform us via email [[email protected]] of your preferred store’s address before the shipment is processed.
 
For more shipping & delivery information, please click here.

– Customs Duties and Taxes – 

In some countries, import taxes may apply upon delivery, typically ranging from $100 to $150 or more depending on the doll. These charges are the buyer’s responsibility. However, we’ll gladly assist you throughout the process, so there’s no need to worry—it’s usually straightforward and manageable.
Customers in the US, Canada, Australia, Russia, and Mexico do not need to pay any import taxes and fees.
For certain European countries, customs duties are not required. These include the United Kingdom, Netherlands, Germany, France, Belgium, Luxembourg, Poland, Slovenia, Slovakia, Czech Republic, Croatia, Finland, Sweden, Denmark, Austria, Bulgaria, Estonia, Latvia, Lithuania, Hungary, Greece, Portugal, Italy, Belarus and Spain.
For customers in Switzerland, Norway, South Africa, and South Korea, customs duties are required. We will handle communication with customs to ensure a smooth process. These additional costs are typically around $150, and we can often provide an estimate before your purchase. (Taxes and fees are usually handled online via the official UPS website.)
Certain countries or regions in Asia are tariff-free, including Japan, Taiwan, Malaysia, Singapore, Thailand, Indonesia, the Philippines, Vietnam, Myanmar, the UAE, and Cambodia.
We provide door-to-door shipping services, so you won’t need to handle the customs clearance process. Our shipping company will take care of everything, and the package will be delivered directly to your home or the location of your choice.

– Refund and Return Policy –

If the product has any initial defects, please contact our customer service representative within 24 hours of receiving it. Providing details about the defect and your current situation will help us assist you more efficiently.
 
  • Products Eligible for Refund, Return, or Exchange
  1. Products that have been severely damaged or soiled during shipping.
  2. Products that are completely different from what you purchased or from the confirmation photos.
 
  • Products Not Eligible for Refund, Return, or Exchange
  1. Products with defects caused by customer mishandling, such as scratches or damage.
  2. Products that are not in their original condition or have been used.
 
Customer satisfaction is our top priority. If you encounter any issues with your order, please feel free to email us at service@kanadoll. We will do everything we can to resolve the matter as quickly as possible.
 
For more detailed information on Compensation and Cancelations & Returns policies, please click here.

– Product Receipt and Inspection –

When you receive your doll, if the package is damaged, please do not open it. Instead, take photos right away and contact us at [[email protected]], we will assist you.
If the package is intact, please be sure to take videos during unboxing. Should you find any defects, kindly send us the photos and videos, and we will help resolve the issue.
Please note that without clear evidence of defects through photos or videos, we may not be able to provide a refund and support. We appreciate your understanding and cooperation.

– Important Notice –

  • Dolls typically do not come with clothing.（For the same outfit as in the photos, please contact customer service.）
  • Please be aware that colored clothing may cause staining on the doll. For any clothing that may potentially bleed, be sure to wash it several times to ensure the color does not transfer before dressing the doll. Do not wash colored clothing with white or light-colored items.
  • Please note that the dimensions and weight displayed on the product page are measured manually, so there may be a slight difference of 1-3 cm or 1-3 kg between the actual product and the specifications on the website. These differences are considered within the normal range.
  • If the recipient fails to clear customs or pick up the product after multiple contacts and notifications, resulting in the product being returned or lost, we will not be responsible for any liability.
  • If the address or contact information provided by the customer is incorrect, and after multiple attempts to contact and notify the customer, the customer still does not respond, resulting in an extended delivery time, lost items, or delivery failure, we will not be responsible for any liability.
We appreciate your understanding of the handling procedures outlined above and your cooperation during the receipt of your product.
 
Thank you very much for your understanding and cooperation. We hope you enjoy a pleasant shopping experience.
 
Thank you for your continued support.