FAQs
Awaiting Order Arrival
If no information is showing, please double-check that both the Order ID and email address are entered correctly. Make sure you are using the same email address you used when placing the order. If you’re still experiencing issues, please contact our support team for further assistance.
This means your payment has been confirmed, and your order is being processed or awaiting shipment. Once the item has been shipped, the status will be updated to “Shipped” along with the tracking details.
Once your order has shipped, you’ll receive an email that includes a tracking number along with the shipping carrier’s details. You can use the tracking number to track your package directly
You can see an estimated delivery time on the tracking information page, or you can contact us.
It’s possible that the carrier’s system hasn’t updated yet. Please give it 24 hours, and if the tracking number still isn’t working, please contact our support team.
If your order hasn’t been shipped yet, we can assist you in updating the shipping address. Please contact us immediately with your request.
If your package is lost or damaged, please contact the carrier to file a claim. Additionally, let us know, and we will assist you in resolving the issue.
Ordering & Payment
1. We use a reputable and secure payment gateway that is certified by PCI DSS (Payment Card Industry Data Security Standard). This will ensure that all payment transactions are encrypted and protected against unauthorized access.
2. Secure Sockets Layer (SSL) certificate is a security protocol that encrypts the data transfer between the web server and the browser. rrdoll.com has an SSL certificate. Your personal and financial information is being transmitted securely.
3. We take data privacy seriously and always protect your personal information.
When purchasing on yourdoll.com, you will be offered the following secure payment methods. Please email us ([email protected]) with your payment problem if anything doesn’t work for you.
Internet Explorer is not supported.
- Please note that our system currently does not work well with an In Internet Explorer browser. If you’re using IE, then the Firefox and Google Chrome will be the best choice. If the same issue happens, kindly refer to the following details.
PayPal is blocking the purchase.
- Your Credit Card or Debit Card issues (such as an invalid card, expired card, the amount exceeds, the card is disabled, etc.)
- Your Credit Card or Debit Card issues with International transactions (Ensure the buyer credit cards and debit cards are allowed to buy online from overseas merchants)
- If you are receiving a receipt error for a PayPal order then likely there is an issue with your PayPal funding source. Please contact PayPal.com support for more information.
Check Your Card.
- Do Not Honor: The bank is unwilling to accept the transaction.
- Insufficient Funds: The account did not have sufficient funds to cover the transaction amount at the time of the transaction.
- Limit Exceeded: The attempted transaction exceeds the withdrawal limit of the account.
- Expired Card: Card is expired. The customer will need to use a different card.
- Invalid Credit Card Number: The customer entered an invalid payment method or made a typo in their credit card information.
- Invalid Expiration Date: The customer entered an invalid payment method or made a typo in their card expiration date. Have the customer correct their payment information and attempt the transaction again – if the decline persists, they will need to contact their bank.
- Card Issuer Declined CVV: The customer entered in an invalid security code or made a typo in their card information. Have the customer attempt the transaction again – if the decline persists, the customer will need to contact their bank.
- Based on Location: The bank declined based on location.
- Bank’s Fraud Rules: The bank’s fraud rules blocked the transaction.
If your payment won’t process with your PayPal account or you’re still having problems with your card, try:
- Make the purchase again in a browser that’s in Incognito mode, or in a different browser, or
- Changing your payment method at checkout, or use a different credit card or PayPal account, or
- If none of these issues apply, please contact us with your order number(if there is), name and email address, error notification, and the screenshot of the error, we will check the details and assist you in continuing the order.
Last but not least, note that you should be able to receive detailed information for any failed or successful transaction from your bank. If a payment fails, do not hesitate to contact your bank or contact us
You can pay with a credit card directly. We accept Visa, Mastercard, JCB, Discover, and American Express.
Due to the high unit price of our products, your credit card is restricted from making large transactions, so you may receive a transaction risk warning from the bank during the transaction. If your payment is declined, call your bank to let the transaction be allowed. If you still can’t make the payment, select PayPal invoice.
PayPal offers several payment options to customers, including:
- PayPal Direct Checkout
If you have a PayPal account, select PayPal and you can log in and pay with PayPal Balance, Credit or Debit Card, or Bank Account.
If you have a credit card but you don’t have a PayPal account, select Debit or Credit Card under PayPal. You will be redirected to the PayPal checkout window, enter your credit card number, and pay.
- PayPal Pay Later
PayPal Pay Later is a convenient payment option that allows you to make a purchase now and pay for it in installments over time. With this service, you can split your purchase into four equal payments, with the first payment due at the time of purchase. There are no additional fees or interest charges as long as you make your payments on time.
- PayPal Credit
PayPal Credit is a revolving credit line that allows you to make purchases and pay them off over time. It works like a traditional credit card, giving you the flexibility to choose how much you want to pay each month. PayPal Credit offers promotional financing options, such as interest-free periods, for qualifying purchases.
Click here to learn more about how to use PayPal and how to apply for PayPal Pay Later and PayPal Credit.
Please submit an order by clicking PayPal invoice. You will receive a PayPal invoice later by email named Smart-shop.
1. Open the email that contains the invoice from yourdoll. Click the “Pay Now” button within the email, which will take you to the PayPal website.
2. If you have a PayPal account, log in with your credentials. If you don’t have a PayPal account, you can pay as a guest by clicking on “Pay with Debit or Credit Card” at the bottom of the page.
3. Check the invoice details, including the amount due and the merchant’s information, to ensure everything is correct.
4. Once we receive your payment, we will send you an order confirmation. Partial payment is always allowed.
After sales
At RRDOLL, we believe in providing high-quality sex dolls and services that meet our customers’ needs and exceed their expectations. We understand that sometimes things may not go as planned, which is why we offer a 100% satisfaction guarantee on all of our products. We are confident in the quality of our products and want you to feel confident in your purchase. We offer a refund policy to ensure a worry-free shopping experience. If you are not satisfied with your purchase, please contact us first so we can review your case and provide an appropriate solution. Thank you for choosing our company and trusting us to provide you with the best products and services possible.
Authentic Guarantee
All dolls at RRDOLL.com are 100% authentic. We are a verified official sex doll supplier/distributor of many reputed manufacturers and we are authorized to import sex dolls worldwide. Click to view our authorization certificates.
Brand New & Perfect Condition Guarantee
All sex dolls will arrive in new and original condition, in working condition, and exactly as described/shown on the website.
Quality Control
We have established a strict quality control system, and every doll is thoroughly inspected and tested before leaving our studio with firm privacy-preserving packaging and guaranteed logistics. We perform a quality check on your dolls before we ship them to you. Therefore, there will be unlikely any damage or defects on RR dolls.
100% Satisfaction
With first-class service of 5-star ratings and as an industry-leading retailer of 60+ doll brands, RRDoll is always the best store to buy premium quality sex dolls in the USA. We offer factory pictures to ensure that you are satisfied with all the details before shipment. If there is any mistake with your order (defects or wrong shipment) on receipt of RR doll, we will fix it or replace it.
Upon receiving your doll, it is crucial to inspect it thoroughly, from head to toe, and take photos or videos of the unboxing process. Please refrain from using the doll until you have completed the inspection and ensured it is in perfect condition.
If you find that your doll is damaged or grossly different from the description provided, please contact our support team immediately with as much detail as possible, including clear photos and videos. Our team will work with you to diagnose the issue and provide compensation accordingly, which may include a replacement, partial refund, or full refund, depending on the degree of damage to the doll.
- Incorrect Dolls: When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check with our factory and shipping carrier, and arrange a new replacement for you.
- Damaged Dolls: You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.
- Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)
Minor Blemishes
Minor defects are not considered damage and are not covered by our money-back guarantee. Minor blemishes include skin blemishes, scratches, marks, indentations, dents, micro-cuts, minor changes in the skin surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor differences and inconsistencies with facial makeup, and/or body makeup. These blemishes can be fixed according to YourDoll’s suggestions.
- Finger & Toe Nails – The nails on the dolls may become loose during shipping or after you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
- Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
- Minor skin blemishes and slight changes in skin surface caused by the manufacturing process (such as injection sites and mold seam lines, scars on top of silicone heads, etc.) are not considered defects and are not covered by our money-back guarantee.
- Minor damage caused by the courier/shipping company is easily repaired, such as minor scrapes on the skin, bent neck, etc. YourDoll can provide assistance and repair tools. Customers should make reasonable repair attempts based on YourDoll’s recommendations.
Heating and Moaning
Some manufacturers don’t cover this. So we recommend you purchase a heating blanket instead of a heating option. Please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it disconnected while you use it.
User Damage
User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. After you submit a damage report, if any damage is believed to have been caused by customer mishandling or negligence, the doll will not be covered under warranty. This includes hyperextension of the limbs, fracture of the skeleton, and tearing of the opening. We reserve the right to review the doll and assess the source of damage based on all information provided. The final decision will be at the sole discretion of YourDoll.
Heavier than listed
The weight listed on our product page is the base body weight (sometimes excluding the head). With extra options such as ultra-soft thighs, belly, buttocks, or added features like auto-suck/breathing, additional gel and mechanical parts are inserted. These naturally increase the final weight. We’ll make exactly according to your selected options, so the difference in weight is normal and not a defect.
Used Dolls
Sex dolls are extremely personal products. Any dolls which have been used will not be eligible under the guarantee. But we’ll do our best to suggest a fix for you.
Refund
Here at RRDOLL, we are committed to providing our customers with high-quality products and excellent service. In this section, we will first discuss our assurance of product quality, followed by a detailed explanation of our policies regarding order cancellations, refunds, and returns. By understanding these policies, you can shop sex dolls at yourdoll.com with confidence, knowing that your satisfaction is our top priority. If you have any questions or concerns, please do not hesitate to reach out to our dedicated customer support team.
While we offer the most flexible return policies of any sex doll distributor around the world, it’s important that once you place an order including making a deposit or paying for it in full, your purchase is considered a final sale.
Custom Doll
If you’ve ordered a custom doll, you can request to modify your order within 48 hours of purchase at no extra cost, as long as the change is within our usual guidelines. After 48 hours, we may still be able to accommodate modifications depending on the stage of production, but this will be assessed on a case-by-case basis.
In-stock Doll
If you’ve purchased an in-stock doll and wish to modify your order, please note that modifications cannot be made once the package has been shipped. If you wish to change the doll after it has been shipped, it will be treated as a return, and you will be responsible for the return shipping costs and any associated fees.
To request an order modification, please submit your request here.
Custom Order Cancellation
We are always happy to assist with order changes or cancellations, provided the conditions allow. If you wish to discuss your order, please feel free to contact us directly. For cancellations of custom orders, we will evaluate each request based on factors such as the stage of production and the specific changes requested. If we approve the cancellation, please note that non-refundable fees may apply (5%-30%).
In-Stock Order Cancellation
We understand that plans may change. However, once your in-stock order has been packed and shipped, cancellations are no longer possible. If you choose to return the item, it will be processed under our return policy. Shipping fees for both delivery and return, as well as the corresponding packing fee, will apply.
| Cancel within 8 hours | 95% refund |
| Cancel within 24 hours | 85% refund |
| After 24 hours | No cancellation |
Why We Charge Cancellation Fees?
We understand that cancellations may be necessary at times, but we charge cancellation fees to cover the costs associated with processing orders. These fees are necessary due to the following factors:
- Transaction Fees – When you make a purchase, the payment service provider charges us a transaction fee for processing your payment. This fee is non-refundable and is deducted from any cancellations.
- Custom Order Materials – For custom orders, once the order is confirmed, materials are procured, and production begins. The material costs incurred are non-refundable once production has started.
- Packaging Fees for In-Stock Orders – For in-stock orders, we incur packaging costs to prepare your item for shipping. If the order is canceled after packaging, these fees are also non-refundable.
- Shipping Costs – Once your order is shipped, the shipping fees are non-refundable, even if you choose to cancel or return the product. Return shipping is also at the customer’s expense.
As a premium website, we are committed to providing the highest quality service. When discussing order policies with you, we will charge based on the progress of your order. These charges help us maintain efficient operations and continue to provide the best service possible. We appreciate your understanding.
Inspect and Report RR Doll Upon Receipt
Thoroughly inspect the doll from head to toe before use. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. It is important to use common sense and handle the item properly to avoid causing any damage to the product. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible, including any images and videos, in which case, email us at [email protected]. We can then work to resolve the issue.
We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
Damage and Warranty
For the following scenarios, we will offer reshipment, remake, or partial refund:
- Incorrect Dolls – If you receive a doll that looks significantly different from the factory photos or the product images on our website, please provide an unboxing video showing the entire doll body, head, shipping label, and the outer package box. We will review the case with our factory and shipping carrier and arrange a replacement if the issue is confirmed. Please keep the original packaging and all accessories, as we may request the item to be returned for further inspection.
- Damaged Dolls – If your package arrives severely damaged, please file a claim with the shipping carrier immediately upon receipt. Depending on the severity of the damage, a replacement may be arranged. For minor damage, we will provide the necessary repair kits and guidance to assist you. Please retain the original packaging and damaged item, as a return may be required in certain cases.
- Missing Package – If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. If you require signature service to prevent package loss, please make sure to note it at the time of checkout.
We offer a Money Back Guarantee for all orders. For a list of what is and is not covered by our Money Back Guarantee, please visit this page.
Return Instructions – DO NOT RETURN PACKAGES WITHOUT CONTACTING US FIRST
For hygiene and safety reasons, we generally do not accept returns on adult products. As a buyer, we’re sure you wouldn’t want to purchase a used doll, right? If you have a valid reason for returning an item, please ensure that the product is brand new and unused.
- Before returning any dolls, please ensure they are in new, unused condition.
- The return address on the packaging does not apply to custom or in-stock orders.
- If you wish to return a package, please contact us for further instructions.
Our team will thoroughly inspect the packaging and the doll. If we find any violation of our return policy, we will not issue a refund. In severe cases, we may report the issue to the credit agency.
Refund After Return
Once the returned doll is received, we will conduct a thorough inspection of both the doll and its packaging to ensure it meets our return policy requirements. The refund will be processed only if the doll is returned in new and unused condition. Dolls that have been used, damaged, or improperly handled will not be eligible for a refund.
If the doll is in new, unused, and undamaged condition, we will process the refund based on the following:
The following deductions will apply to your refund
- Shipping Fees: The original shipping cost. Buyers take the return shipping cost.
- Packaging & Restocking Fees: Any applicable fees will also be deducted. Usually 15% – 25% of the original order amount.
- Transaction Fees: The payment platform’s transaction fees (such as PayPal, credit card fees) will be deducted, as they are non-refundable by the payment Institutions.
Important Note
To ensure that you receive your refund promptly, please follow the proper return instructions and ensure the doll is securely packed. If you have any questions or concerns regarding the return or refund process, feel free to contact us at [email protected].
Refund Timeframe
Once we approve a cancellation or refund request, the refund will be processed to your original payment method, including your credit card, PayPal, or Klarna account.
The typical refund processing times for different payment methods are as follows:
Credit Card / Debit Card: 7-10 business days
Klarna: 7-10 business days
PayPal: 3-5 business days
If the refund hasn’t been received within the standard timeframe mentioned above, please reach out to us for your refund tracking number. Once you have this number, you may contact your card issuer, PayPal, or Klarna for further details.
Important: Please do not initiate a chargeback request directly, as this will only delay the refund process. Refunds depend on your bank’s processing time.
**DO NOT INITIATE CHARGEBACKS /PAYPAL DISPUTES**
As a trusted and professional retailer, we prioritize your satisfaction and the quality of your shopping experience. We are committed to providing reliable after-sales support and ensuring that your concerns are addressed promptly.
Before considering a dispute, we kindly ask that you reach out to us directly. We are here to work with you to resolve any issues or concerns you may have. By contacting us first, we can quickly find the best solution for you, ensuring that you are completely satisfied with your purchase.
Initiating a dispute can result in unnecessary delays, fees, and complications, such as refund delays or chargeback fees. Please contact us directly, and we will handle your issue efficiently and fairly, helping you avoid any unnecessary costs and ensuring a smooth, hassle-free experience.
**IMPORTANT NOTICE**
In the event of fraudulent chargebacks or forced disputes after receiving the order, we reserve the right to pursue legal action to recover any losses.