SHIPPING POLICY

DISCREET PACKAGING

At NovaDoll, we prioritize your privacy. Each doll is carefully packed in a secure, durable, and moisture-resistant carton. Rest assured, there will be no visible indication that the package contains a doll. Please be aware that customs authorities may inspect your shipment, potentially assessing import taxes for international orders.

FREE SHIPPING

We offer complimentary discreet delivery service primarily to North America, Europe, and Asia. Please note, due to specific import regulations, we are unable to ship to the following locations: Islamic countries, Thailand, Malaysia, India, Indonesia, Africa, UAE (Arab), Singapore, Japan, Brazil, or Mexico.

Note: For areas such as Puerto Rico, Hawaii, and Alaska, we offer shipping at a rate of $299 per doll. Kindly contact us for more information.

 Note: If multiple dolls are ordered with Express shipping but only one doll is selected for expedited delivery, the remaining dolls will be shipped via standard methods.

PICK-UP SERVICE AVAILABLE

We support package pickup at FedEx (UPS) locations for added convenience and security. Please adhere to the following terms:

  1. Tracking Status: Monitor your shipment's progress via FedEx/UPS tracking updates. Automated notifications will be sent upon arrival at the station.

  2. Notification: Leave a note during checkout or email us if you prefer pickup service. Provide your local FedEx/UPS station address, and we'll manage the arrangements.

  3. Timely Pickup: It's recommended to collect your package within 3 days of arrival at the station. Failure to do so may incur return shipping fees plus a 20% handling charge.

Note: Ensure accurate pickup location details during checkout. Failure to specify may result in random logistics delivery. A 20% handling fee applies if packages are returned due to incorrect address details.

 

SHIPPING & DELIVERY TIME
In-Stock Dolls: Typically shipped within 2-6 business days, with occasional exceptions.
Sea/Rail Shipping: Approximately 30 days to the US, 45 days to Europe. 
Air Shipping: Average transit time of 5-8 days to the US.

Feel free to request factory pictures before shipment. Your approval is required before dispatch. A tracking number will be provided within 1-2 working days after approval. Note, clothing shown in pictures is not included.

We strive to expedite all orders promptly to ensure a smooth and timely delivery.

ORDER TRACKING

Your parcel will be shipped via DHL, FedEx, or UPS, and a tracking number will be emailed to you post-shipment. Please ensure your contact information is accurate for seamless communication.

CHECK AND ACCEPT YOUR PARCEL

Upon receipt of your parcel, we recommend inspecting each item for any damage. Even if the outer carton appears intact, it's advisable to open each unit and conduct a thorough inspection. It's crucial to document any issues with photos or videos for verification purposes. Please perform this inspection in the presence of the delivery person, as once they leave, it becomes difficult to validate claims.

If the delivery protocol or driver prohibits opening the parcel before signing, carefully examine the carton for any visible damage, regardless of size. Should you notice any punctures or signs of mishandling, set aside the damaged parcel without opening it and request the carrier's inspector to examine it. Obtain the local contact number from the delivery person for further assistance.

In the event that damage is discovered after acceptance, you are responsible for initiating a claim process. Promptly contact the freight terminal or the shipping company’s customer service center for guidance and assistance.