Shipping & Return

Shipping Worldwide

We ship to customers from all over the world. But please note that due to strict religious laws, we are unable to ship to India, Indonesia, Malaysia, Africa, Mexico, Brazil, El Salvador, or middle eastern countries. Unless you have strong customs clearance ability. In addition, we cannot ship dolls shorter than 140cm/4ft6 to countries with strict laws and regulations such as the UK, Australia and Norway. Thank you for your understanding!

Free Shipping

RDH guarantees free shipping to all orders worldwide with no hidden fees! However, if you live in a very remote area, please contact us in advance to confirm shipping availability and any potential additional fees.

Production Time

Shipping Period

So generally speaking, for a custom doll, you'll receive her within a month from the time you place your order. Most in-stock dolls are already in the local warehouse, and they usually take only 3 to 7 days to arrive.

*The timeline provided above is an estimate only. This may be longer or shorter depending on your location, the doll you choose, the manufacturer of the doll, and whether it's a holiday. 

Order Process

Photos and Videos Confirmed Before Shipping

We will take photos and videos of your doll and send them to you by email for confirmation once your doll is produced. Please check every detail of the doll and make sure everything is exactly as you want! And please reply to the email confirm that everything is good to go. Then, we will arrange for the logistics delivery of your doll after receiving your confirmation immediately. Please double check your email, including your spam mailbox, to make sure you don't miss any important notifications from us. Thank you!

Discreet Packaging

Your doll will be individually packaged in a sturdy brown cardboard box with padding to prevent any accidental damage during transportation. The outer box will also be wrapped in a waterproof membrane to keep it dry. 
All dolls are delivered in 100% discreet packaging. There will be only order numbers and warning labels for fragile items on the outside of the box. No product information will be visible on the outside of the box, so you don't have to worry about any embarrassing situations. 

Custom & Taxes

We offer free worldwide shipping, but duties and taxes are subject to customs controls and may vary according to the laws of the country we ship to. The buyer is responsible for import taxes and fees if there are any. For customers in the United States, all charges are included in the displayed price and there are no additional fees. 

However, for customers in the UK, Canada, Finland, Denmark, Norway, Switzerland, and some other countries, import charges cannot be prepaid. On average, the additional cost is around $100. Which is not included in the shipping fee. To avoid this extra charge, we recommend purchasing dolls that are in stock, as there will be no additional taxes. But don't worry, our experienced logistics team will assist you with customs clearance, so you don't have to stress about it. If you have any questions, please don't hesitate to contact us.

Shipping Method & Tracking
Your package will be shipped by FedEx, UPS, or DHL. Once your package is shipped, we will send you a tracking number and you can check your shipping status with that number on your account or Tracking Order at anytime. You can contact the courier to schedule a delivery for your package as well.

But what if even though there is a tracking number, but the shipping status still shows blank? Don't worry, the logistics process is usually divided into two parts: the head trip and the last trip. When we pay for customs clearance fees and taxes in advance, your tracking information may not be updated until the doll has completed customs clearance in your country and is ready for the final shipment. This is normal and there is no need to be concerned. For example, for shipments to the United States, the tracking information may not show the previous track record until the goods arrive in the US and go through customs. 

Schedule a Delivery Time

In some cases, customers may be on a business trip or unable to sign for the package delivery within the estimated time due to various reasons. Or, if you are planning to move and need to expedite production and delivery, you can contact us in advance and we can work together to make reasonable adjustments, such as delaying delivery or speeding up production.

If the doll has already been shipped and you have received the tracking number, you can use the tracking number to contact the carrier directly and arrange a new shipping plan.

UPS reschedule delivery click here.

FedEx help page click here.

Before Payment Confirmation
Please take your time to review your selection before placing an order. Once payment is confirmed, we begin processing your order promptly. Therefore, it's crucial to ensure everything is correct before clicking that submit button.

Order Cancellation
We understand that plans can change, but once an order is placed, including payment of deposit or full amount, it's considered final. However, if you have any questions or concerns before making a purchase, please reach out to us. We're here to assist you!

Cancellation Fees
Our lovely doll is meticulously crafted to your preference. Upon receiving payment, we initiate order processing immediately. Subsequently, our manufacturing facilities commence the production of your custom doll, or our team begins packaging your pre-made inventory doll. This intricate process involves order processing, production scheduling, and procurement of materials, all of which necessitate considerable human and material resources. Failure to adhere to these stringent time constraints may impede our ability to meet our delivery guidelines. Moreover, highly customized dolls are difficult to resell, resulting in additional costs for storage, packaging, handling, etc. Therefore this will incur a cancellation fee, thank you for your understanding!

Our current policy regarding order cancellation & refunds is outlined as follows:
Cancellation is only permissible within the first 24 hours of placing your order.
Cancellation within 4 hours: 90% refund.
Cancellation within 24 hours: 80% refund.

*We appreciate your understanding of the complexities involved in our operations. So please take it seriously and make sure all information is correct before placing an order.

Modifying Orders
You can make changes or add items to your order before processing without any additional fees. However, once your order is in processing, modifications or cancellations must adhere to our return and exchange policy.

Damages and Warranty
We offer replacements, remakes, or partial refunds for incorrect or damaged dolls. Please report any discrepancies promptly. If your tracking code shows that the shipment has been completed but you have not received the goods, or the estimated delivery time has been greatly exceeded, please call UPS/FedEx directly to check and file a claim as soon as possible.

Return
Upon receiving your doll, please inspect it thoroughly. Any damage due to mishandling may void the return or exchange eligibility. If you have any complaints or issues, please contact us within 24 hours. Providing detailed information, including images or videos, will assist us in resolving the matter promptly. Please do not send the doll directly back to us without any communication. Because no one wants a used doll!

Refund Process & Period
After both parties negotiate and agree on the refund, your refund will be returned to the original payment method or your credit card/PayPal account within the specified time:

Credit Card/Debit Card: 6-10 business days
PayPal: 7 business days
If you haven't received your refund within the stated period, please contact us for a refund number and then reach out to your bank or card issuer.

**We value your trust and satisfaction. Instead of initiating disputes, kindly reach out to us directly at service@realdollshub.com for a faster resolution. Your cooperation helps us ensure a smooth shopping experience for you and avoid unnecessary complications.