Ordered a custom doll. What comes next?
1. REVIEW YOUR ORDER
Please check your Order Confirmation e-mail and review it for accuracy. Did you make a mistake? Do you have any questions that you forgot to ask or were not completely answered?
At SD America, with our current Friendly Return Policy (subject to change), we allow customers 12-hours to make any changes or cancellations to their order without any major penalty. After that, we place your order for the manufacturer and pay for the manufacturing to begin, so orders or changes after that point may not be possible or will incur a significant financial penalty / re-stocking fee.
It takes time to produce a custom-ordered TPE or silicone doll or torso. This will normally range from 1-3 weeks after you place your order. Silicone models can take longer because of the detailing required. Don't panic! You won't hear from us unless there is an issue with your order during this time, or your doll is ready!
3. FACTORY PHOTOS OF CUSTOM DOLL OR TORSO
Once your doll has been made, you will receive an e-mail from us with the words "Factory Photos" in the subject line. This e-mail will contain photos of the doll you ordered. You need to review these photos to make sure the customizations you selected during the ordering process were correctly captured. While we will be looking at the photos, ultimately we rely on you for this. Some examples of factory photos are shown below:
If you made change requests after your initial order, while efforts will be made to try and accommodate special requests, we can't guarantee that these changes will all be made. That is why it is so important to make sure you order the doll right the first time.
If you made special requests or comments entered into the checkout page, that's great! Efforts will be made with your full happiness as our goal, but not all special requests can be fulfilled and we can't guarantee 100% of special requests. Any requests that are outside of the customizations offered during the standard ordering process may not be possible.
Please also keep in mind that when it comes to factory photos, the product photos on our website are taken by professional photographers and supplied by the manufacturer to us. All of the clothes shown are props used during the photo shoot and are not included, or available for purchase. Some photoshoots also show custom wigs not available from the wig selection list, and sometimes special make-up touch-ups have been applied before the photoshoot that was not done at the factory.
The factory photos you receive are taken by factory workers with their cell phone camera and are exact photos of the product that will ship to you. It is not realistic to expect the same appearance, lighting, or preparation of the doll in the factory as is done during a professional photoshoot. However, the vast majority of customers are very happy when they see the doll in person and with some extra care at home, they can be made to look just like the professional photos!
Regarding make-up, the heads on dolls will have semi-permanent make-up. Even though every effort is made by the factory make-up artists to re-create the make-up done by the photographer during the photo session, it is not guaranteed to match 100%. In the rare event that you want to see additional touch-ups compared to the factory photos, you can simply remove the makeup that comes with your doll with makeup remover once you receive it and re-apply make-up to your own personal preference. Or, you can contact us regarding our Professional Makeover services. Keep in mind that the term make-up applies not only to the face, but all areas that receive make-up, including the nipples/areola, labia, and more.
Some of the wigs shown in the photoshoots taken by the professional photographers are also not available from the manufacturer. The ones they offer are all shown in the wig list, and if you selected "Just like Photo" with regards to the wig, the manufacturer will select the closest match to the photo shown if the identical wig is not available. If you would like a wig not available on our website, we do offer Custom Doll Wigs as an extra service.
If you ordered a doll or torso from our In-Stock collection, your process begins here! You have saved 2-5 weeks - congratulations! This is like having the "Standard" shipping option described below. Once the doll is released from the factory, it can take anywhere from 7-14 days to arrive in Canada / USA / EU / UK.
If you selected the "Standard" shipping option, this means the doll will be shipping to SD Canada in Toronto and then either picked-up (date and time to be arranged with us once the doll arrives) or shipped to you.
Before this happens, we will perform a quality control verification check ourselves, starting by inspecting the box for damage, checking the contents inside to verify the head(s), wig(s), and doll body and the overall accuracy of the options. However, we do not fully unpack the doll from head to toe.
If we are shipping to you and there are dates when you will not be available to receive your doll, make sure you let us know in advance and we will do our best to accommodate your schedule, holding the doll up to 30-days at no charge. While we can ship to PO Box addresses and Canada Post FlexDelivery locations, there may be an additional delivery charge and delay. When shipping with Canpar, it is also possible that we ship to Canpar Smartspots for easy and convenient pick-up according to your schedule.
Once your package ships, you will then receive a tracking number and your order will be considered fulfilled once the doll is on its way to you, the final destination. If there are items ordered separately, they may be received separately. If you are picking up your order from us, you will be required to provide a government-issued photo ID when picking up your order, and the order will be Final Sale as you will have a full opportunity to inspect the doll at our facility before departing.
Expedite / Dropship
If you selected the "Expedite / Dropship" shipping option, the doll will be shipped directly to you and you will receive a tracking number once the doll leaves the manufacturer and the tracking number is provided to us. This is similar to the service that other online sex doll vendors provide.
While we still pay 100% of the customs clearance and duties in Canada even on these orders, on the odd occasion, if the shipper did not fill out the shipping paperwork properly, you may be asked for payment of duties and taxes at delivery. If this happens, while we apologize for the delay, we request that you do not pay and do not provide any paperwork to the courier company. If you receive any mailed bills regarding customs and duties, please direct this to us as well and we will take care of it. In either case, please contact us immediately, provide us with your tracking number, and we will correct the error very quickly. Please call and / or text message us in these cases and do not rely on e-mail.
Also, if you need to change the delivery address or make shipping arrangements, this must be done directly with the courier on these orders. The same applies to damage during shipping. As we are neither the shipper nor the receiver on these orders, we can't interact with the courier company - it must be done on the customer's side. Please note that the major couriers typically will not "hold" a package once it is in their possession.
When the doll arrives, before you accept the package from the courier, inspect the parcel for damage and if you notice any damage, notify the driver so they record it in their notes. You will still have to accept the package. If the box has some slight damage, don't panic! Usually, the contents are fine because of the robust packaging. Once you open the package, if anything appears to be damaged internally, take lots of photos and notify us immediately by e-mail, and if you don't hear back with 48-hours, please call or text us. If there is damage to a doll or doll head, do not use it.
What is inside the box should be exactly the doll as shown to you in the factory photos. Compare the factory photos sent to you prior to shipping your doll with the doll you received. If these are significantly and obviously different then please let us know right away.
What you will see when your doll arrives is usually much better than the factory photos and you will very likely be very satisfied! With a little love and care, you can make the doll look just as sexy as the photographer did!
On TPE dolls, you may notice a scent to the TPE. This is normal, a part of the manufacturing process, and will lessen over time and with washing. If possible, give the doll room to breathe and allow it to air out. This is similar to the "new car smell" you may be familiar with and is common to all plastic injection molding. Some models have virtually no odor.
There may also be some residue from the manufacturing process. This too is normal. During shipping, in some cases fingernails may partially or fully come off, eyes may become misaligned or come out. This can easily be fixed at home and does not require a return. If there are any small defects that require TPE glue or TPE solvent, this can be provided quickly upon request.
6. USE, CARE AND MAINTENANCE
We have many useful articles regarding care & maintenance on our website, and even better there is a world of information available on Doll Forum. You are expected to read through this to understand how to care for your products and ensure that they are used safely. Please take some time to review these, and most of all, enjoy your doll!
Sex Doll Canada is not responsible for damage to any product, or harm/injury caused by the product, due to a lack of research, preparation, or safe use practices. All items are provided in an "as is" condition, and safe responsible use is the responsibility of the buyer.
We are available for assistance and support and encourage you to contact us if you are unsure of anything during the use of the product.