At Sexdollsoff, our unwavering dedication revolves around delivering top-notch products and exceptional service to our valued customers. In this section, we will first discuss our assurance of product quality, followed by a detailed explanation of our policies regarding order cancellations, refunds, and returns. By familiarizing yourself with these policies, you can browse our doll offerings at SDF with confidence, secure in the knowledge that your contentment is our paramount concern. If you have any questions or concerns, please do not hesitate to reach out to our dedicated customer support team.


We offer FREE WORLDWIDE SHIPPING on all realistic sex dolls. US:(Except for Hawaii, Alaska, and Puerto Rico, which require additional shipping fee charges of $400).EU:(If your address is a remote area, which requires additional shipping fee charges of $100.)

In stock sex dolls all taxes and customs are included. There are no hidden charges and no extra charges ever.   All our sex dolls are 100% discrete upon arrival. Sex dolls arrive in a plain brown box with no sex information. The courier or handler does not know what is in the box, or where it came from.

Free shipping but buyers need to clear customs and pay taxes: South American countries, Indonesia, South Africa, South Korea, Argentina, Chile, Switzerland, Norway, New Zealand, Ukraine, Vietnam, Israel.

Undeliverable areas: Islamic countries in the Middle East, Turkey, India, and Thailand.

For CAN, NOR, AUS, SE, SA, and certain other nations, we cannot prepay import duties. Nevertheless, we are prepared to collaborate by contributing up to 50% of the customs duty charges (with a maximum limit of $150 USD). We will also manage the communication with customs authorities to streamline the procedure and minimize hassle. Typically, the supplementary cost totals approximately $150 in most instances, and we can furnish you with an approximate expense calculation prior to your acquisition.

Shipping Time

In Stock Sex Dolls(US,EU)

USA in-stock dolls are only available for USA customers; EU in-stock dolls are only available for EU customers. However, If you have placed an order from other overseas warehouses, you can replace local warehouses’ dolls. Because the prices of dolls in EU warehouses and US warehouses are different, you have to pay the difference. When you have paid the balance, we will send the doll to you. If you don’t want the doll, we can fully refund you.

Our in-stock items are sold within the USA/EU.All In-Stock collection items will be delivered in 1-3 business days after payment is received. Delivery times vary depending on order requirements and your location. Generally, all dolls are shipped by UPS or FedEx. The average delivery time is 3 – 7 business days after the order. You will receive tracking updates by email so you can track your package yourself.

Custom Dolls

Any item that does not have “In Stock” in the product name will be a custom sex doll.

Production time depends on your choice of brand, materials, and customized premium features. Approximately:

TPE doll: 3–7 days, some high-end brands or multiple movement functions may extend 1 week.

Silicone doll: 2–3 weeks, some high-end brands or multiple movement functions may extend 1 week.

*Note: Please understand that a sex doll is a customized product that is made-to-order according to the customer’s specifications. Although we strive to ship every order in the above time frame, processing time could be slightly longer in exceptional cases.

*Note: Due to the Chinese New Year holiday, custom doll shipments will be delayed until at least the end of February.

Shipping time depends on the shipping methods you choose:

shipping time
shipping time

However, in some cases, we may choose to employ air transport to convey your package to your country and facilitate customs clearance. Subsequently, FedEx or UPS will assume the responsibility for the final delivery and updating of logistics data. Prior to the package’s arrival in the US, the tracking number will solely indicate the creation of the shipping label, with no accompanying logistics details. We acknowledge that you may harbor reservations regarding the status of your shipment. We earnestly request your patience during this interim period and wish to assure you unequivocally that we hold ourselves fully accountable for every aspect of your orders.

Delivery Change

Package Pickup
If you intend to personally collect your package from a FedEx/UPS store, kindly furnish us with the store’s address before we dispatch the shipment. It is imperative to call the store in advance to ascertain their policy on pickups, especially if the package ends up at an incorrect or rejected address due to FedEx/UPS.

Address Modification
Please verify the accuracy of the shipping address before we initiate the shipment. Should you require adjustments to the shipping address after the package has been dispatched, please make initial contact with us.

Altering Delivery Timing/Holding
Should you need to alter the delivery timing because you won’t be available to accept the package during the courier’s estimated time, you can directly liaise with the courier to reschedule it for a more convenient date. Once your order is processed and shipped, you will receive comprehensive communication from the courier.

It is essential to ensure that our email ( is not relegated to your spam folder or blocked list and to maintain an open phone line to receive our crucial messages promptly at any time.

What Do We Guarantee?

Brand New & Pristine Condition Assurance
We guarantee that all our sex dolls will arrive in a state of absolute newness and originality. They will be in perfect working condition and precisely match the descriptions and images on our website.

Stringent Quality Assurance
We’ve implemented a rigorous quality assurance system, ensuring that each doll undergoes comprehensive inspection and testing before leaving our workshop. We package them discreetly and securely to safeguard your privacy, and our logistics are guaranteed to deliver your doll in flawless condition. Our meticulous quality checks significantly reduce the possibility of any damage or imperfections.

100% Satisfaction
To ensure your utmost satisfaction, we provide factory images of your doll to review before shipment. If, upon receiving your doll, you discover any errors in your order such as defects or incorrect shipments, we will fix it or replace it.

Cancellation Policy

Before we ship any product, it undergoes several stages of quality checks. We intend to provide only the highest quality items to our customers. After you make an order with us, you will receive an automatic email confirming your order. From that point, you will notice if you need to make adjustments to your order. Please note that when you place an order, you have 6 hours to contact our customer service team and request a cancellation or modification. After receiving your order, we entered the preparation status, so even if you ask for a refund within 6 hours, you will still be charged for the 10% procedure. After 6 hours, we’ve already started working on your order, and it will be too late to make any changes.

There is a certain time interval for the tracking number to be uploaded. You will receive a tracking number about 1-2 days after shipment. Shipping times vary depending on your location. Processing and delivery time may be delayed during the holiday (The New Year Holiday, Christmas Day, The National Day, The Chinese Spring Festival, etc.)

In Stock Sex Doll
The Stock sex dolls will be refunded according to the following circumstances:

1. If the order time is less than 6 hours: we will refund you 90% and a 10% handling fee will be charged.

2. If the order time is more than 6 hours, but not shipped: We will refund you 80% and will charge a 10% handling fee and a 10% operation fee.

3. If the product has been shipped: We will refund you 50% and will charge a 10% handling fee 10% operation fee and 20% logistics fee and a 10% product abrasion fee.

4. If the product has been signed, no returns or refunds will be accepted unless the product is severely damaged.

Custom Sex Doll

Doll is a custom product that is created especially for Buyers. 6 hours after an order is placed, it will be processed and cannot be canceled for any reason.

If for exceptional reasons the cancellation is accepted, the custom sex dolls will be refunded according to the following conditions:

1. If the order time is less than 6 hours, we will refund 90% and charge a 10% operation fee and handling fee.

2. If the order time is more than 6 hours, but not produced, we will refund 80% and charge a 20% restocking fee.

3. Please kindly note that order processing starts within 8 hours of receipt of your payments. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product.we will not accept cancellations or refunds once production has begun.

4. If the product has been signed, returns and refunds are not accepted. You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.

***Please note that any return/refund reasons about the dolls’ weight or size(too heavy, too big, or too small) or the dolls’ feature(too cold) will not be accepted, please understand the material characteristics of sex dolls, and please be aware of the height and weight of the doll before you place the order. A few measurement error is acceptable, due to different temperatures, measurement conditions (lying down or standing), and measurement areas by different people. Thanks for your understanding.

Returns Policy

For orders that are delivered to you damaged or defected, we offer a 100% free return and exchange service. Returning shipping costs will be borne by us, Sexdollsoff, not you! After unboxing, if you find any product defect please contact us immediately and provide pictures and video of the damage. We will be on it straight away! We check every product manually before shipment to ensure the item is in perfect condition.

Returns are accepted only if you have received an incorrect item due to our error, or a defective item. You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. The buyers are supposed to check the condition of the package and report damage or defectiveness issues to us within 24 hours upon delivery. Return requests will not be accepted and we will refuse any claims beyond that timeframe. If the product you have received is damaged or has manufacturing defects please follow these steps:

1) Email customer support immediately upon delivery, providing your name, your order number, and an explanation of the problem:

2) Attach evidence (either photographs or videos) showing the described defects or damage.

3) Allow our team to review the problem and come up with a suitable solution that is acceptable to you. If the problem was caused by us, or the product has any manufacturing defects please rest assured we will take care of it. A new replacement will be arranged depending on how severe the damage it is. For slight damage, a repair kit will be offered.

Damaged functions: If specific functions (Sucking, Electric Hips, Automatic Blow job, Real Oral Sex, Moaning, Body Heating)are non-functional due to transportation damage, please promptly report damaged functions to our customer service team. If the functions are confirmed to be non-functional due to transportation damage, but this will not affect the use of the doll we will initiate a refund for the corresponding function fee.

Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)

Exchanging (not applicable)

Because sex dolls are sexual items, we will not conduct secondary sales, so we will not exchange them in any case. If there is serious damage, we will resend one.

Resend (if applicable)

If the doll is seriously damaged and cannot be used, we will re-send one.
If we lose the package in the shipping, we will resend one.

The shipping address on the packaging box is not applicable for returning custom orders and inventory orders.
If you wish to return the package, please contact us for further instructions.

Damage resulting from the improper use of the product will not be covered by the Product Warranty. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.Sex dolls are sex toys and are not returnable for any reason if used. We do not offer returns or refunds on any products for any other reason other than being damaged or defective upon arrival. If this situation does occur, your return is void if your product shows any signs whatsoever of previous use – we can not and will not accept any returns of any used items.


1. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

2. Once your return is received and inspected, we will send you a notification email. We will also notify you of the approval or rejection of your refund.

Refund Timeframe

Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal account.

The refund time period for different modes of payment is provided below.
Credit Card/ Debit Card (6-10 Business Days)
PayPal (7 Business Days)

3.If approved, your refund will be processed, and a credit will automatically be applied to your PayPal account, or credit card,  within a certain amount of days. (However, any transaction fees charged by 3rd party platforms such as Paypal are un-refundable.) Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Customer satisfaction is very important to us. If you have any problem with your order, please contact us and we will do our best to fix the issue immediately. Learn more  about warranty.

What'S Not Covered By The Money-Back Guarantee?

Rejecting The Package

It’s impossible for our customers to return the package to us by rejecting the package because we are not able to receive it. You need to contact our online customer service to confirm the status of your order and get a suggestion for the next step. Or you will be responsible for the loss of the package.

Minor Imperfections

Small flaws and imperfections, which are not considered as damage, are not covered by our money-back guarantee. These imperfections encompass skin blemishes, minor scratches, marks, indentations, small dents, micro-cuts, subtle changes in the skin’s texture, as well as loose or missing fingernails, toenails, and eyelashes, along with minor disparities or inconsistencies in facial and body makeup. These imperfections can be addressed following SDF recommendations.

•Fingernails and Toenails – The nails on the dolls may become detached during shipping or after you receive the package, as we use a light adhesive to facilitate nail removal by the buyer. If a nail comes off, simply reattach it using our lash & nail glue.

•Loose Eyelashes – A protective eye mask (spongy) is included with the doll’s face to safeguard her eyes. In the event of an eyelash detachment, you can easily reattach it yourself using our lash & nail glue.

•Minor skin blemishes and slight variations in skin texture that arise during the manufacturing process (such as injection points and mold seam lines, scars on silicone heads, etc.) are not classified as defects and are not covered by our money-back guarantee.

•Minor damages incurred during shipping by the courier or shipping company, such as minor skin abrasions or a bent neck, can be readily repaired. SDF can provide guidance and repair tools. Customers are encouraged to make reasonable repair attempts following SDF recommendations.

All our sex dolls are meticulously handcrafted. Consequently, each doll possesses a slight uniqueness, resulting in minor distinctions. You will receive photographs of your doll prior to its shipment from the factory. If the details significantly deviate from your expectations, we will make necessary corrections upon your request before the doll is dispatched from the workshop. Please ensure that our email ( is unblocked to ensure timely receipt of our email updates.

•Facial makeup, areola color, vaginal color, etc., may exhibit minor variations due to differing screen displays or manual makeup application, which is permissible. We have strived to replicate the makeup depicted by the photographer in the images; however, a 100% match cannot be guaranteed.

•Please allow for a slight 1-3cm variance due to manual measurement.

Premium Options

Please make sure premium options (Sucking, Electric Hips, Automatic Blow job, Real Oral Sex, Moaning, Body Heating)work well upon receipt of your doll. We don’t cover this if it disconnects while you use it.

User Damage
User-inflicted damage – All our dolls undergo a thorough quality check before shipment to you. When using the doll, please exercise care. If you report any damage, and it is determined that the damage resulted from customer mishandling or negligence, the doll will not be covered under warranty. This includes overextension of limbs, skeleton fractures, and tearing of orifices. We retain the right to assess the doll and determine the source of damage based on all provided information. The final decision will be made at the sole discretion of SDF.

Used Dolls
Sex dolls are highly personal products. Any dolls that have been used will not be eligible for coverage under our guarantee. However, we will make every effort to provide you with suggestions for resolution.