Buying a full-size doll is a significant and highly personal purchase. FullSizeDoll Shipping Protection is designed to give you clear support from the moment your order payment becomes effective until your delivery is completed.

Every product purchased directly from FullSizeDoll is covered by our after-sales shipping protection. This protection is managed by the FullSizeDoll support team and is not a separately purchased insurance product provided by Route, Seel, or another third-party insurance company.

If an eligible order is lost, stolen, seriously delayed, damaged in transit, delivered with missing accessories, or contains the wrong product, our team will investigate the case and provide an appropriate solution based on the available evidence and the circumstances of the shipment.

Is Shipping Protection Included with My Order?

FullSizeDoll Shipping Protection is included as part of the after-sales support provided for products purchased directly from FullSizeDoll. Customers do not need to purchase a separate third-party protection plan at checkout.

Shipping protection and shipping charges are two different things:

• Shipping protection refers to the after-sales assistance available if an eligible delivery problem occurs.
• Shipping charges are the logistics costs required to deliver the product to your destination.

Orders shipped from one of our overseas warehouses generally include the applicable logistics cost. Most products shipped from China require a separate shipping fee. This fee depends on the destination, available shipping route, selected logistics method, product size and weight, and the delivery conditions at the time of shipment.

For most China-shipped orders, the shipping fee generally does not exceed USD 200. The actual amount may vary and will be determined according to the available shipping arrangement for your order.

When Does Shipping Protection Begin and End?

Shipping protection begins once your order payment becomes effective and continues throughout production, handover to the logistics provider, international transportation, customs transit, local delivery, and final delivery.

For issues discovered after delivery, the reporting deadlines stated in this policy still apply. Customers should inspect the package and product immediately after receiving the order.

Because full-size dolls are large, customized, and highly personal products, preserving evidence during delivery and unboxing is essential.

What Does FullSizeDoll Shipping Protection Cover?

Subject to verification and the requirements of this policy, shipping protection may cover the following situations.

1. Package Lost in Transit

An order may be considered lost when the carrier cannot locate the shipment, confirms that it has been lost, or the tracking record shows no meaningful movement for at least 15 consecutive days.

Temporary customs processing, scheduled transit pauses, normal international transfer periods, or delays caused by force majeure do not automatically mean that a shipment is lost.

2. Package Theft

Shipping protection may apply when there is reasonable evidence that a delivered package was stolen.

Because all FullSizeDoll orders require adult signature service by default, theft claims must be supported by appropriate evidence. Depending on the circumstances, this may include a carrier case number, proof of delivery, security-camera footage, building reception records, or a police report.

3. Tracking Shows Delivered but the Package Was Not Received

If the carrier marks your order as delivered but you cannot locate it, contact FullSizeDoll within one day of the recorded delivery time.

You should also:

• Check the delivery address shown on your order.
• Ask other household members whether they accepted the shipment.
• Check with the building reception desk, mailroom, property manager, or security staff.
• Contact the carrier immediately and request a delivery investigation.
• Obtain a carrier case or investigation number.
• File a police report where theft is suspected or where required for verification.

A delivered-but-not-received claim cannot be approved solely on the basis that the customer cannot find the package. Our team must review the carrier’s delivery evidence and the information supplied by the customer.

4. Product Damaged During Transportation

Shipping protection may cover substantial physical damage caused during transportation when the damage affects the doll’s appearance, structure, safety, or normal use.

Examples may include:

• Serious tearing or puncturing caused by transportation.
• Structural damage to the skeleton or joints.
• Severe compression or deformation.
• A broken or substantially damaged body part.
• Major damage to the head, body, packaging, or included functional components.
• Water or impact damage clearly associated with transportation.

The damage must be reported within 48 hours after delivery. A complete unboxing video and supporting photographs are required.

Minor handmade variations, small mold marks, slight color differences, loose eyelashes or nails, minor packaging wear, and other normal handmade characteristics are not considered transportation damage.

5. Wrong Product Received

Shipping protection applies when the product delivered is materially different from the product confirmed in your order.

For example:

• A different doll model was delivered.
• The wrong head or body was included.
• A materially incorrect size or configuration was shipped.
• The shipment belongs to another customer.

Minor visual differences resulting from handmade production, lighting, screen settings, makeup application, or allowable measurement variations do not automatically constitute a wrong product.

6. Missing Accessories or Components

If an accessory or component listed in the confirmed order is missing, FullSizeDoll may arrange a replacement after verifying the packing records, order details, photographs, and unboxing video.

This may include missing standard accessories, separately purchased options, or confirmed product components.

7. Severe Delivery Delay

FullSizeDoll may investigate an order that has experienced a serious and abnormal delay not caused by force majeure, customs action, customer inaction, carrier restrictions, or other excluded conditions.

Delivery times vary by country, warehouse, product, shipping route, customs process, and carrier. An estimated delivery date is not an absolute guarantee. A short delay or a delay that remains within the reasonable international transit period does not qualify as a shipping protection claim.

Reporting Deadlines

To preserve claim eligibility, contact FullSizeDoll within the following time limits.

Transit Damage

Report visible or suspected transportation damage within 48 hours of delivery.

Do not use, clean, repair, customize, or dispose of the product or packaging before our team has reviewed the evidence.

Lost or Stalled Shipment

If tracking has shown no meaningful movement, wait until the shipment has been stalled for at least 15 consecutive days before submitting a lost or stalled shipment request.

You may contact us earlier for tracking assistance, but a formal lost-package investigation normally requires sufficient time for the logistics provider to search its network.

Delivered but Not Received

Report the problem within one day of the carrier marking the package as delivered. Contact the carrier at the same time and request an immediate investigation.

Wrong Product or Missing Accessories

Report the issue as soon as it is discovered and no later than 48 hours after delivery. The product should remain unused while the case is being reviewed.

Missing these reporting deadlines may prevent us from verifying whether the problem occurred during transportation or after delivery and may affect claim eligibility.

Evidence Required for a Shipping Protection Claim

The evidence required depends on the type of issue. To help us process your case, prepare as many of the following materials as applicable:

• FullSizeDoll order number.
• Customer name and contact information used for the order.
• Shipment tracking number.
• Photographs of the unopened package from every side.
• Clear photographs of the shipping label.
• A continuous video showing receipt and unboxing of the package.
• Clear photographs or videos showing the damaged area.
• A full view of the delivered doll and all included accessories.
• Carrier correspondence, investigation result, or case number.
• Proof of delivery or adult-signature information.
• Photographs of damaged external packaging.
• Security-camera footage or building reception records, where available.
• A police report when theft is suspected or when reasonably required for verification.

The unboxing video should begin before the package is opened. It should show the unopened carton, shipping label, seals, external condition, opening process, internal packaging, entire product, and included accessories without interruption.

Incomplete, edited, obstructed, or unclear evidence may delay the investigation or prevent us from confirming the claim.

How to Submit a Shipping Protection Claim

Step 1: Preserve the Package and Product

Keep the shipping carton, labels, internal packaging, accessories, documentation, and product in their original condition. Do not discard the packaging or attempt repairs before contacting us.

Step 2: Record the Issue

Take clear photographs and videos showing:

• The unopened package.
• The shipping label and tracking number.
• Any external damage.
• The complete unboxing process.
• The entire product.
• The specific damage, incorrect item, or missing component.

Step 3: Contact the Carrier When Necessary

For loss, theft, tracking problems, or delivered-but-not-received cases, contact the carrier promptly and request a formal investigation.

Save the carrier’s case number, written response, proof-of-delivery record, and any signature information.

Step 4: Contact FullSizeDoll

Submit your request through our Contact Us page.

Include your order number, tracking number, a description of the problem, and all available evidence. Clearly state when the package was delivered or when tracking last showed meaningful movement.

Step 5: Allow Us to Investigate

FullSizeDoll will review the order records, factory packing information, quality-control records, shipping details, carrier data, and customer evidence.

We normally respond to an initial request within three business days. Complicated carrier, customs, warehouse, or factory investigations may require additional time. We will keep you informed when further evidence or investigation is necessary.

Available Resolutions

Once a claim has been verified, FullSizeDoll may provide one of the following solutions depending on the nature, severity, and evidence of the problem:

• Replacement with the same product.
• Replacement of a damaged or missing part.
• Repair assistance or reasonable repair compensation.
• Partial refund.
• Full refund.

The appropriate solution is determined after reviewing the complete case. The customer cannot automatically select a full refund when the issue can reasonably be resolved through a replacement part, repair, or partial compensation.

A full refund may be considered for a confirmed lost shipment, an unfulfilled order, or a major verified problem for which replacement or repair is not reasonably suitable.

If FullSizeDoll approves a replacement because an item was missing or damaged, the customer will not be required to pay the replacement shipping fee, customs duty, or other costs associated with sending the approved replacement.

Adult Signature Service

Adult signature service is required by default for all FullSizeDoll orders. This helps protect high-value and private shipments from being left unattended.

Customers are responsible for:

• Providing a complete and accurate delivery address.
• Providing a valid telephone number and email address.
• Monitoring the tracking information.
• Responding to carrier communications.
• Ensuring that an eligible adult is available to accept the shipment.
• Arranging redelivery or collection within the carrier’s stated time limit.

A package lost or returned because no eligible person was available to sign, the customer repeatedly missed delivery attempts, or the package was not collected in time is not normally covered.

Countries, Warehouses and Carriers

FullSizeDoll supports delivery through multiple logistics channels to eligible destinations in:

• European Union countries.
• The United States and other supported North American destinations.
• Canada.
• East Asia.
• Southeast Asia.
• Other supported international destinations where a suitable route is available.

Orders may be shipped from China or from an available overseas warehouse. Available warehouses, routes, delivery times, and shipping fees depend on the product and destination.

We work with established specialist logistics providers and international carriers, including but not limited to UPS and DHL. A different carrier may be selected when it offers a more suitable route for the destination, package size, local regulations, or delivery requirements.

For more information about shipping routes and estimated delivery times, please read our Shipping and Delivery Policy.

Situations Not Covered

Shipping protection does not normally cover loss, costs, delays, or damage resulting from the following situations.

Incorrect or Incomplete Address

The customer provided an incorrect, incomplete, outdated, or undeliverable address, including an incorrect postal code, apartment number, recipient name, or telephone number.

Refused or Uncollected Delivery

The customer refused the package, failed to respond to the carrier, repeatedly missed delivery attempts, or did not collect the shipment within the carrier’s holding period.

No Adult Available to Sign

The shipment could not be delivered or was lost because no eligible adult was available to complete the required signature.

Customs Action or Import Costs

The shipment was delayed, detained, returned, confiscated, or destroyed by customs or another government authority, or the customer failed to complete required import procedures.

Import duties, taxes, brokerage fees, storage fees, penalties, and similar charges are not covered unless FullSizeDoll has specifically approved an eligible replacement for a confirmed missing or damaged item.

Customer-Arranged Forwarding

The customer used a freight forwarder, forwarding warehouse, reshipping service, hotel, temporary address, or another third party not arranged by FullSizeDoll.

FullSizeDoll shipping protection normally ends when the order is successfully delivered to the address provided in the original order. Damage or loss occurring during subsequent customer-arranged transportation is not covered.

Minor Handmade Variations

Full-size dolls are handcrafted products. Minor variations may occur in skin tone, makeup, measurements, mold seams, injection marks, eyelashes, nails, texture, or other handmade details.

Reasonable production variations and differences caused by lighting, photography, or screen settings are not shipping damage.

Damage After Use

Damage caused by use, improper handling, cleaning, storage, modification, excessive stretching, incorrect positioning, unauthorized repair, accidents after delivery, or normal wear is not covered by shipping protection.

Please refer to our Returns and Refunds Policy for other eligibility requirements.

Force Majeure and Carrier Restrictions

Delays or failures caused by natural disasters, extreme weather, war, civil unrest, epidemic controls, strikes, government restrictions, route suspension, aviation restrictions, carrier limitations, or other events beyond reasonable control are not covered as ordinary shipping protection claims.

We will still assist with tracking and communication where reasonably possible.

Insufficient or Late Evidence

Claims may be declined when the customer does not report the issue within the applicable deadline, discards the packaging, uses the product before inspection, or cannot provide sufficient evidence to verify the reported problem.

Shipping Protection FAQ

Is shipping protection a paid add-on?

No. Products purchased directly from FullSizeDoll receive FullSizeDoll after-sales shipping protection. It is not a separate Route, Seel, or third-party insurance product.

Shipping charges may still apply, particularly to products shipped from China.

How much does shipping from China cost?

The shipping fee depends on the destination, product size and weight, available route, carrier, and delivery conditions. For most China-shipped orders, the shipping fee generally does not exceed USD 200.

Are overseas-warehouse orders protected?

Yes. Eligible orders shipped from our overseas warehouses and eligible orders shipped from China receive FullSizeDoll after-sales protection.

What should I do before opening the package?

Photograph the unopened carton, shipping label, seals, and all sides of the package. Start recording a continuous video before opening the carton and continue until the product and accessories have been fully inspected.

What if the package arrives damaged?

Record the external condition before opening it. Make a complete unboxing video, photograph the damage, keep all packaging, and contact FullSizeDoll within 48 hours.

What if tracking has stopped updating?

Continue monitoring the shipment and contact us for tracking assistance. A lost or stalled shipment request may be submitted after there has been no meaningful tracking movement for at least 15 consecutive days.

What if tracking says delivered but I did not receive it?

Contact the carrier and FullSizeDoll within one day. Check with household members, building reception, neighbors, and property staff. Obtain a carrier investigation number and file a police report if theft is suspected.

Who decides the claim resolution?

FullSizeDoll reviews the order, carrier information, factory records, quality-control evidence, and customer evidence. We then determine the most appropriate resolution based on the verified circumstances and severity of the issue.

How quickly will FullSizeDoll respond?

We normally provide an initial response within three business days. Cases requiring carrier, warehouse, factory, or customs investigation may take longer to complete.

Do I pay shipping or customs fees for an approved replacement?

No. If FullSizeDoll approves a replacement due to a confirmed missing or damaged item, you will not be required to pay the replacement shipping fee, customs duty, or other costs for the approved replacement shipment.

Need Help with a Delivery?

If your order has been lost, damaged, stolen, seriously delayed, delivered incorrectly, or arrived with missing accessories, preserve all packaging and evidence before contacting us.

Please include your order number, tracking number, photographs, complete unboxing video, and any carrier case information available.

Contact Our Team and we will normally respond within three business days.

Nothing in this Shipping Protection Policy is intended to limit any mandatory consumer rights available under applicable law.