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After-Sales Service

Dear Valued Customers,

Thank you for choosing xDollArt. We are committed to ensuring you have an exceptional experience with your beloved dolls. Please review our service policies carefully before and after your purchase.

At xDollArt, we follow rigorous quality control processes to ensure your doll arrives in perfect condition. Should you require after-sales support, please contact us promptly at seller.sophia.cheng@gmail.com or through your vendor.

Due to hygiene and health considerations, our personalized dolls are non-returnable and non-exchangeable unless a valid reason applies. We encourage you to thoroughly review all product details and policies before placing your order. By completing a purchase, you agree to the terms and policies outlined on our website.

Validity of After-Sales Service:

For Undelivered Orders:

1. Within 24 Hours of Placing the Order:

Orders can be canceled free of charge if you contact us or your vendor within 24 hours.

2. Within 24–72 Hours of Placing the Order:

Due to our rapid production schedule, cancellation fees apply:

  • $600 for TPE orders.
  • $1200 for full silicone orders.

For Delivered Orders: (We strongly recommend recording an unboxing video immediately upon receiving the package to document any issues.)

1. Within 24 Hours of Receipt:

Contact us or your vendor immediately and provide the following:

  • A description of the issue.
  • Photos and videos of the damaged product.
  • Photos and videos of the packaging.

Submit all materials at once to expedite the resolution process.

2. Within One Month of Receipt:

Submit the required materials as above. However, since more time has elapsed, it may be challenging to determine whether the issue stems from a production defect or improper use. Solutions will be provided based on the nature of the issue.

3. More Than Six Months After Receipt:

While after-sales compensation is typically unavailable after six months, you may still contact us with the required materials. As a professional brand, we may offer assistance depending on the circumstances.

Exclusions from After-Sales Service

1. Purchases by Minors:

Customers under 18 are prohibited from browsing or placing orders. No after-sales support will be provided in such cases.

2. Non-Quality-Related Issues:

For example, personal preferences or usage concerns unrelated to product defects.

3. Discrepancies with Expectations:

Before shipping, we provide real product photos for customer confirmation. Shipping proceeds only after the customer’s approval.

  • Odor issues: Our dolls are made with high-quality, safe, and non-toxic materials. TPE material may have a slight odor due to its properties. This is normal and not covered by after-sales service. If concerned, you may contact us to buy material samples before placing your order.
  • Upgraded features: Upgraded features like moaning, heating, and auto sucking vagina are tested before shipping. Please follow the instructional videos provided to avoid malfunctions caused by improper operation.
  • Shipping damage or loss: Uncontrollable factors during transit may cause packages damage or loss. In such cases, we require the customer’s assistance in filing a complaint with the logistics company, and we will provide a solution ASAP.

For further inquiries, please contact us at xdollart.service@gmail.com.