If your package has been shipped, we will send you the tracking number via email. Please monitor your package tracking closely in case of any issues before delivery (e.g., tracking paused, lost items, etc.).

Typically, your package will be delivered directly to your location via FedEx/UPS, so you can expect the logistics to quickly update your tracking number and monitor your package's delivery progress at any time.

Depending on the specific circumstances, we may choose to ship your package by air or sea and complete customs clearance. Afterwards, FedEx or UPS will be responsible for final delivery and will provide timely updates on the tracking information. Until the package arrives in the United States, the tracking number will only show that a waybill has been created, with no further tracking information updates. We understand you may have concerns about the package's status. Please be patient during this time; we guarantee full responsibility for all orders.

• Pickup:
  If you plan to pick up your package at a FedEx/UPS store, please provide us with your address before shipping. You must call the store to confirm if they allow pickup in case the package is delivered to an invalid or refused address by FedEx/UPS.
• Please confirm the address
  is correct before shipping. If you need to change the delivery address after the package has been shipped, please contact us first.
• To change/delay
  a delivery time, if you are unable to receive your package at the estimated time shown by the courier, you can contact the courier directly to reschedule for a more suitable date. You will receive detailed information from the courier once your order has been processed and shipped.

Please ensure our email address is not folded or obscured, and that your mobile phone number is reachable, so that you can receive our emergency messages at any time.

You must inspect each item to check for any damage upon arrival of the package. If you see any damage to the packaging, please take photos or videos and file a claim with the shipping company. It is recommended that you open each unit and inspect it, even if the carton appears fine from the outside. If you find any damage, please take some photos or videos. Sometimes, if the doll is damaged during transit, we will need your assistance in filing a claim with the shipping company.

International shipping is subject to a variety of factors in the process of delivering our packages to our valued customers:

• Weather and natural disasters: Severe weather conditions such as storms, floods, or earthquakes may cause delays or disruptions to the delivery process.
• Customs inspection (in Europe): Your package may be subject to customs inspection, which may result in additional delays or even additional costs, depending on the regulations of your country.
• Local holidays: Delivery schedules may be affected by local holidays, during which carriers may not operate or may reduce their working hours, resulting in delays in package delivery.
• Political situation and regulatory changes: Changes in the political climate, government regulations, or trade policies can affect shipping routes, transit times, and even the availability of certain products in certain regions.
• Unforeseen circumstances: Unexpected events, such as accidents, strikes, or operational problems within the carrier, may also cause delays in the delivery process.

We appreciate your understanding and patience as we overcome these challenges to deliver your beloved doll safely and efficiently. Rest assured, we are committed to providing you with the best service and support throughout the entire shipping process.

If you encounter any of the following situations after receiving your package, please report it to us immediately.

• Incorrect Package: If you receive the doll and find it completely different from the factory pictures or website, simply send us an unboxing video (including the whole body, head, shipping labels, and outer packaging). We will report and verify this with our factory and carrier, and arrange a replacement for you.

• Damaged dolls: If the package is severely damaged, you should file a claim with the carrier upon receipt. A replacement will be arranged depending on the severity of the damage. For minor damage, a repair kit will be provided.

• Missing Package: If the tracking number shows your package has been delivered but you haven't received anything, please call UPS/FedEx and file a claim as soon as possible. Just in case, we add an adult signature service to most packages (exceptions may exist).

Click here to learn more about order cancellations, refunds, or returns.