How problems after delivery are reported, assessed and put right – cosmetic damage, major damage and defects, wrong or missing items, and late delivery. Plain commitments, with amounts.
Last updated: October 2, 2026
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1. How to report a problem
Email [email protected] with your order number and photos as soon as you notice a problem. For damage or wrong items, report within 24 hours of delivery with unboxing photos where possible – it speeds everything up. A real person replies within 24 hours and confirms the next step.
2. Cosmetic damage
Makeup smudging, broken eyebrows or nails, small tears or similar issues that do not affect use: compensation of $10 to $100 depending on severity – or replacement repair parts, your choice.
3. Major damage and defects
Severe skin damage, fractures, broken skeletons, or manufacturing defects in materials and workmanship: a full refund or a free replacement, your choice – and if a return is needed, we pay the return shipping. Integrated electronic functions such as heated bodies or electric hips are covered against arrival faults; later failures are handled case by case.
4. Wrong or missing items
Wrong main product: with unboxing evidence within 24 hours of delivery and intact packaging, verification earns you a free replacement plus a full refund, or a covered reshipment. Wrong or missing options and accessories: compensation at double the value of the missing or wrong item, minimum $20.
5. Late delivery
Production takes 3-5 business days and transit 7-15 business days, so orders normally arrive within about 20 business days. If a doll has not arrived 60 business days after payment, you receive a full refund plus a free replacement doll. Exceptions: custom features that extend production (we tell you before you order), Chinese public holidays and factory shutdowns, and customs or delivery failures caused by the recipient.
6. Contact
Something wrong with your order?
Email [email protected] with your order number – a real person replies within 24 hours.
Related: Returns & Refunds · Shipping Protection · Shipping Policy
Scope: this voluntary commitment covers our made-to-order line and applies to faults present on arrival or reported within 7 days of delivery. In-stock warehouse items follow the Returns & Refunds policy. Nothing on this page limits your statutory rights, including the two-year legal conformity guarantee for EU consumers.
Two product lines, two timelines: Qianyou companions are made to order (production 3-5 business days, delivery 7-15 business days); MZRAIDOLL items are in stock and leave our own US, EU or China warehouse within 3-7 business days.
