Shipping & Returns

Shipping Policy

At Dollsey (the "Company"), we are dedicated to delivering your custom handcrafted dolls with the utmost care and efficiency. Please review our shipping policy thoroughly to understand how we handle processing times, shipping methods, delivery times, tracking, and procedures in case of issues such as incorrect addresses, damaged packages, or lost shipments.

1. Processing Time

  • Custom Orders:
    • Due to the handmade and personalized nature of our products, custom doll orders require a processing time of 8 days before shipment. This timeframe allows our artisans to craft your doll with meticulous attention to detail.
  • Ready-to-Ship Items:
    • Items labeled as "Ready to Ship" will be processed and dispatched within 2 business days.

Note: Processing times are calculated from the date of order confirmation. Business days exclude weekends and public holidays.

2. Shipping Methods and Delivery Times

 (United States)

  • Standard Shipping:
    • Estimated delivery within 4-6 business days after dispatch.

Note: Delivery times are estimates and not guaranteed. Delays may occur due to unforeseen circumstances such as weather conditions, carrier delays, or high shipping volumes during peak seasons.

3. Shipping Costs

  • Standard Shipping:

    • Free Standard Shipping on all orders.

4. Order Tracking

  • Tracking Information:
    • Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package.
  • Tracking Updates:
    • It may take up to 48 hours for tracking information to become available after you receive the tracking number.
  • How to Track:
    • You can track your order status through our website or directly on the carrier's website using the provided tracking number.

5. Shipping Address Accuracy

Customer Responsibility

  • Accuracy of Information:
    • It is the customer's responsibility to ensure that the shipping address provided at checkout is complete and accurate.
  • Address Verification:
    • Please double-check your address, including apartment or suite numbers, street names, and ZIP codes, before finalizing your order.

Incorrect or Incomplete Addresses

  • Undeliverable Packages:
    • If a package is returned to us due to an incorrect or incomplete address provided by the customer, we will contact you for the correct address and the package can be reshipped at your expense.
  • Lost Packages Due to Incorrect Address:
    • We are not responsible for lost packages resulting from incorrect or incomplete shipping addresses provided by customers.

Disclaimer: We cannot change the shipping address once the order has been processed and shipped.

6. Damaged, Lost, or Stolen Packages

Damaged Packages

  • Inspection Upon Delivery:
    • Please inspect your package upon receipt. If you notice any damage to the packaging or product, document it immediately.
  • Reporting Damage:
    • Contact us within 7 days of delivery at support@dollsey.com with your order number and photographs of the damaged packaging and item.
  • Resolution:
    • We will assess the situation and may offer a replacement or refund at our discretion.

Lost or Stolen Packages

  • Packages Marked as Delivered:
    • If the tracking information indicates that your package has been delivered but you have not received it:
      • Verify the shipping address provided.
      • Check with household members, neighbors, or your building manager.
      • Look for a delivery attempt notice.
      • Contact the carrier for additional information.
  • Our Policy:
    • We are not responsible for packages lost or stolen after confirmed delivery. However, please contact us, and we will assist you in filing a claim with the carrier.
  • In-Transit Issues:
    • If your package is significantly delayed or appears to be lost in transit, please contact us. We will reach out to the carrier to initiate an investigation.

7. Return to Sender Packages

  • Reasons for Return to Sender:

    • Incorrect or incomplete address.
    • Unclaimed packages.
    • Refusal to pay duties and taxes.
    • Failed delivery attempts.

  • Customer Notification:

    • We will contact you upon receipt of the returned package to arrange reshipment.

  • Reshipment Fees:

    • The customer is responsible for any additional shipping costs associated with reshipping the package.

8. Customs, Duties, and Taxes

  • Domestic Orders:

    • No customs duties or taxes apply to orders shipped within the United States.

  • International Orders:

    • Currently, we do not offer international shipping. If this changes, we will update our policy accordingly.

9. Delivery Failure

  • Carrier Delays:

    • We are not responsible for delays caused by the carrier. Delivery times provided are estimates and not guarantees.

  • Force Majeure:

    • We are not liable for failure to deliver or delays due to events beyond our control, such as natural disasters, pandemics, strikes, or customs delays.

10. Insurance

  • Optional Shipping Insurance:
    • Customers may have the option to purchase shipping insurance at checkout for added protection against loss or damage.
  • Coverage:
    • Insurance coverage is subject to the terms and conditions of the insurance provider.

11. Signature Requirements

  • High-Value Orders:

    • Orders exceeding a certain value may require a signature upon delivery to ensure the package reaches you safely.

  • Customer Availability:

    • Please ensure someone is available at the shipping address to sign for the package if required.

12. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

We strive to respond to all inquiries within 24 hours.

13. Changes to This Policy

We reserve the right to modify this shipping policy at any time without prior notice. Changes will be effective immediately upon posting on our website. Please review this policy periodically for updates.

14. Agreement to Terms

By placing an order with Dollsey, you agree to this shipping policy and all terms outlined herein.

15. Tips for Smooth Delivery

  • Double-Check Your Address:
    • Ensure all address fields are complete and accurate before finalizing your order.
  • Monitor Tracking:
    • Keep an eye on your tracking information to anticipate delivery and make arrangements if necessary.
  • Be Available:
    • If possible, be present at the time of delivery or authorize someone to receive the package on your behalf.
  • Special Instructions:
    • Include any special delivery instructions in the notes section at checkout, and we will relay them to the carrier.

16. Frequently Asked Questions

Q1: Can I change my shipping address after placing an order?

A: If you need to change your shipping address, please contact us immediately at support@dollsey.com. We will do our best to accommodate changes before the order is processed. However, once the order has been shipped, we cannot alter the shipping address.

Q2: What happens if I provided the wrong shipping address?

A: If a package is returned to us due to an incorrect address provided at checkout, we will contact you to arrange reshipment to the correct address. You will be responsible for the additional shipping costs. If the package is lost due to an incorrect address, we are not liable for the loss.

Q3: Do you ship to P.O. Boxes or APO/FPO addresses?

A: Currently, we do not ship to P.O. Boxes, APO, or FPO addresses. Please provide a physical street address for delivery.

Q4: How do I track my order?

A: Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package. You can also track your order through our website under the "Order Tracking" section.

Q5: What should I do if my package is delayed?

A: If your package is delayed beyond the estimated delivery time, please contact us at support@dollsey.com. We will work with the carrier to resolve the issue.

17. Disclaimer

  • Limitation of Liability:

    • Dollsey is not responsible for any indirect, incidental, or consequential damages arising from the use of our shipping services.

  • Carrier Responsibility:

    • Once a package has been handed over to the carrier, we are not liable for any delays, losses, or damages incurred during transit.

  • Customer Responsibility:

    • It is the customer's responsibility to provide accurate shipping information and to be available to receive the package.

18. Return and Refund Policy

For information regarding returns and refunds, including procedures for returning a damaged item, please refer to our Return and Refund Policy.

Thank you for choosing Dollsey. We appreciate your business and are committed to providing you with exceptional products and service. If you have any questions or need assistance, please do not hesitate to contact us.