Help & FAQs
Welcome to our Help & FAQs section! Here, we’ve compiled answers to some of the most frequently asked questions to assist you in making your shopping experience smooth and hassle-free. If you can’t find what you’re looking for, feel free to contact us for further assistance.
* Who Is Realdollonline?
Our studio is proud to be an authorized and independent vendor of life-sized, authentic love dolls that serve customers worldwide.
Our team is dedicated to providing exceptional customer service, and we pride ourselves on being friendly, experienced, and open-minded. Our skilled photography team has been creating unique product styles for many well-known doll brands for the past eight years. Our selection team is passionate about providing the best products and services for doll fans like you.
Thank you for considering us your go-to source for premium quality love dolls. We look forward to helping you find the perfect doll to fit your needs!
Our services:
- Full money-back guarantee
- Free worldwide shipping
- Fully customizable dolls at no extra charge
- Discreet payment + packaging
- Protection of privacy
- Price Transparency
- Customs clearance service
- Price match services available
- Personalized photography services for Dolls
Realdollonline is recommended by The Famous Doll Photographer.
We love dolls like they’re family. We dress them up, take photos, and give them unique experiences. When each doll goes to a new home, we say goodbye with heartfelt wishes.
We thank you for visiting our website and using our services. Our close relationships with factory partners allow us to offer you the best service.
We are thrilled to hear from you, our customers, who are willing to provide companionship to these beautiful dolls. Thank you for your support!
Don’t fall for scammers who can’t answer basic questions and steal images from other sources to sell products.
Feel free to ask any unusual or intriguing questions. If we don’t know the answer, we’ll reach out to the manufacturer and provide an accurate response within 24 hours. Our goal is to give you the best possible service and information to make informed purchase decisions.
* Regarding our pricing, let me provide you with some information.
Our products are authentic, and sometimes we offer lower prices than the manufacturers because some manufacturers allow us to do so to get more orders. You can always verify with the manufacturers that our products are the same as those sold directly by them.
The dolls in stock are discounted as they’re shipped in bulk with low shipping costs. The dolls are new unless specified otherwise. Don’t miss out on this discount if the warehouse can deliver dolls to your address!
* After placing an order, when can I expect to receive the doll?
After you place your order, you will receive a confirmation email containing a breakdown of your order. After we receive your confirmation, we will commence production and keep you informed about the progress. Once your doll is complete, we will conduct a thorough quality control check and take photographs for your approval (known as factory photos). The production time for TPE Dolls is typically 5-7 workdays, while Silicone Dolls can take 2-4 weeks, depending on the brand. Please see below about each doll brand’s lead time.
| BRAND | AVERAGE LEAD TIME |
|---|---|
| WM Doll | 5 to 7 days |
| Zelex Silicone Doll | 2 to 3 weeks |
| IronTech TPE Doll | 1 to 2 weeks |
| IronTech Silicone Doll | 3 to 4 weeks |
| Gynoid Doll | 40-60 days |
| Starpery TPE Doll | 2 to 3 weeks |
| Starpery Silicone Doll | 3 to 4 weeks |
| FANREAL Doll | 3 to 4 weeks |
| TAYU Doll | 40 to 60 days |
| JY TPE Doll | 1 to 2 weeks |
| JY Silicone Doll | 2 to 3 weeks |
| SE Doll | 7 to 10 days |
| GameLady Doll | 3 to 4 weeks |
| SANHUI Doll with Wig | 2 to 3 weeks |
| SANHUI Doll implanted Hair | 4 to 5 weeks |
| Aibei Doll | 7 to 10 days |
| IL Doll | 7 to 15 days |
| Climax Doll | 7 to 15 days |
- Once you approve the factory photos, we will arrange shipment. Estimated shipping times for various countries are listed below.
| Country | Estimated Shipping Time |
|---|---|
| United States | 7 - 15 days |
| Canada | 7 - 15 days |
| Europe | 25 - 40 days |
| Japan | 7 - 10 days |
| Singapore | 7 - 15 days |
| Malaysia | 7 - 15 days |
| Australia | 10 - 20 days |
| New Zealand | 10 - 20 days |
| Hong Kong, Taiwan | 5 - 10 days |
| We don't ship dolls under the size of 130cm to Canada, Australia, or New Zealand. | |
* Do I have to take care of the sex dolls all the time?
Different manufacturers use varying TPE/Silicone to produce dolls. The maintenance time depends on material quality. We recommend high-end brands for those who don’t have much time but enjoy doll company, as they produce less oil and odor. Our represented brands are more expensive but offer superior quality and design. If you need advice on choosing a doll, contact us.
Make sure to wash clothes or blankets that may stain dolls, and do not leave them on for too long.
* What Happens After Placing an Order?
We will keep you informed of your order status via email until delivery is complete. Please refer to the details below for more information.
- Customize Your Doll –
- Add to Cart – Click “Add to Cart” to add your doll to your order.
- Place Order – Review your order details in the cart, click “Process to Checkout,” and ensure the shipping address is accurate before payment.
- Confirmation Email (Email – 1) – After you place your order, you will receive a confirmation email containing a breakdown of your order.
- Production Begins (Email – 2) – After we receive your confirmation, we will commence production and keep you informed about the progress. You have a 24-hour grace period to make any last-minute changes.
- Your Doll is Finished (Email – 3) – Once your doll is complete, we will conduct a thorough quality control check and take photographs for your approval (known as factory photos). The production time for TPE Dolls is typically 5-7 workdays, while Silicone Dolls can take 2-4 weeks, depending on the brand.
- Photos & Video Approved by You – We will arrange shipment upon receiving your approval of the factory photos.
- Discreet Packaging & Shipping (Email – 4) – Your doll will be discreetly packaged and shipped immediately. You will receive a tracking number within 3-5 days of dispatch and an email containing tips on unboxing, cleaning before use, user manuals, and more.
- Logistics Tracking Reminder Email (Email – 5) – We will send you logistics tracking reminders until you receive your doll.
- Package Delivery (Email – 6) – Please verify that everything is included upon receiving your package. If something is missing, contact us immediately.
- Confirmation of Delivery Email & After-Sales Service (Email – 7) – We will send you a confirmation of delivery email. Please don’t hesitate to contact us; we’re always happy to help.
* Should I pay an extra fee for the shipping and customs duties?
We offer free shipping via UPS/FedEx to America, Canada, Europe, Japan, and many other countries. Please refer to the information below for more details.
- Countries with Free Shipping & No Extra Fees
- United States: Free shipping, no customs fees. (ETA: 7 – 15 days)
- Europe: We will provide a free, exclusive UPS shipping service that covers all customs duties and taxes. (ETA: 25 – 30 days)
- Romania: Romania customers may need to handle customs clearance and import duties. Please contact us for more details.
- Singapore, Malaysia, Thailand, Vietnam, Hong Kong, Taiwan: Free shipping, no customs fees. (ETA: 7 – 15 days)
- Russia: Free shipping with no customs fees. (ETA: 15 – 25 days)
- Countries with Free Shipping & Customs Fees
- Customers from the following countries are subject to paying import duties upon customs clearance.
- UK, Canada, and Australia: We offer a convenient service that allows you to pay import duties in advance and share up to 50% of the duty fees. When you pay import duties in advance, you don’t have to take any additional action. You can simply wait for your delivery to arrive without any worries. (ETA: 7 – 15 days)
- Switzerland, Norway, and New Zealand: We will be using an exclusive UPS shipping service. Customers will be required to pay import duties upon customs clearance. (ETA: 7 – 15 days)
- Japan: Free shipping and pay very little in customs fees (around 20 USD). (ETA: 5 – 10 days)
* How do I have the doll held at a UPS location?
According to PayPal policies, we can only ship the package to the address in the customer’s PayPal payment, so if you want us to ship the doll to a UPS location, please make sure you put the correct address down when you’re making the payment. If the system doesn’t allow you to put down that address (that’s happened), it’s ok to put down an address you prefer. You’ll still be able to have it held at the local UPS location, and this is how we do it:
- We’ll ship the package to the address in PayPal and offer you the UPS tracking number once we get it. It will happen days before the package is shipped through customs. You’ll have more than enough time to call UPS and ask for pickup service. It’s effortless.
* What should I do to take care of my doll?
Please find our latest revised doll maintenance manual below. The manual finds some essential doll maintenance, cleaning, and storage methods. Please let us know if you don’t see something you’re looking for, and we’ll update the manual. Thank you for your kind help.
** What's the best way to store my doll?
It’s recommended to hang the doll’s body with a hook. Please find more information in our dolls maintenance manual.
** Could dolls safely stand on these feet most of the time?
Even with standing feet or hard feet (standing without bolts), all kinds of feet are not recommended to stand for a long time. It has the possibility to damage the feet’ skeleton. Keeping dolls lying or hanging their bodies is a better way to store them.
** How can I ensure that the doll I received is the exact one I ordered?
It’s a good question. – Once your doll is complete, we will conduct a thorough quality control check and send your doll’s factory photos for your approval. Unless you confirm the factory photos, we won’t ship her out.
Upon receiving your package, please inspect it thoroughly. If the interior doll is damaged or anything is missing, contact us immediately, and we will do our best to rectify the situation.
From our experience, it rarely happens. The manufacturers we collaborate with are all very professional. Dolls will undergo a thorough inspection and be securely packaged to ensure the safety of the contents. Packages are strong enough to give protection, so make sure you receive them safely. And what reassures us is that we are confident in providing customers with good after-sales service guarantees by collaborating with professional and responsible manufacturers.
** Is there an option to plan the arrival date?
Yes. You could arrange the delivery date in your UPS account after UPS takes the package.
We’ll offer you the UPS tracking number once we get it. It will happen days before the package is shipped through customs. You’ll have more than enough time to call UPS and arrange the delivery date. It’s also easy to handle in your UPS account. Please see below.
If you’d like, after the doll is finished, we can also hold the doll for you and ship it at your preferred time.
** Can I see what the doll actually looks like? Except for her promo photos?
Yes. Kindly contact us via email or live chat for factory photos of your desired doll. If we don’t have the photos, we will request them from the producer and send them to you promptly.
** Except for the customized options offered in the list, can I add some personal options to my doll?
Yes. Please contact us and we’ll discuss your requirements with the producer and get back to you asap.
** Can I change the receiving address after placing my order?
I’m afraid not. According to PayPal policies, we can only ship the package to the address in the customer’s PayPal payment, so please make sure you put the correct address down when you’re making the payment. If you have to change it, this is how we can do it:
- Place a new order with the same doll options and pay. Make sure that you use the correct address.
- After you make your payment, we will process a refund for your previous payment.
- Refunds are typically processed within 2-5 business days and will be credited back to your bank account.
- We will use your new receiving address to ship the doll.
- Please note that if your doll has already entered production, we will need to process the refund after receiving the payment for your new order.
** How can I know when the package will be scheduled for delivery?
Once your doll is shipped out, we’ll send you the UPS/FedEx tracking number (usually within 2-5 days). You can track the package through the UPS/FedEx website, and we’ll also keep you updated by email until it arrives safely at your place.
** Please contact us if you have any other questions about dolls.
- Try out our live chat widget – Click the little speech bubble in the bottom left-hand corner of your screen, and you’ll be connected with our friendly customer support straight away.
- Contact our friendly team using the contact form here.
- Email our customer support at realdollonline@gmail.com or support@realdollonline.com.