Executive Summary (TL;DR):
DollArchives enforces a strict policy on 100% discreet shipping, robust packaging privacy, and cross-border logistics compliance. Due to the personal hygiene nature of high-end lifelike dolls and AI bionic robotics, intimate health items are non-refundable for non-quality issues. All defect claims require notice within our 7-day golden inspection window.
1. 100% Discreet Shipping & Privacy Guarantee
We deeply respect the private nature of these premium collectibles. We pledge to implement the strictest privacy protection measures available:
- Plain Packaging: All products are shipped in multi-layered, reinforced, unbranded cardboard boxes or neutral industrial wooden crates. There will be absolutely no mention of words like “Doll,” “Robot,” “Adult,” or our brand name on the outer packaging.
- De-sensitized Shipping Labels: The product description on the shipping label will only display neutral terms such as “Home Decor,” “Mechanical Parts,” or “Plastic Crafts.” The sender’s name will utilize an encrypted logistics code or a neutral corporate entity. Your neighbors and delivery personnel will never know the actual contents of the package.
- Data Protection & Destruction: Once your order is successfully delivered and passes the 7-day post-delivery inspection window, your sensitive purchase records will be encrypted or de-sensitized in our system to ensure your personal data is never leaked to third parties.
2. Order Amendments, Interceptions & Delivery Logistics
Because high-end silicone/TPE dolls are oversized, high-value commodities requiring specialized cross-border transit, significant fixed costs are locked in once the shipment enters the logistics pipeline:
- In-Transit Package Interception/Recall: Once an order has departed the warehouse and a tracking number is generated, any cancellation or interception requests made by the customer for personal reasons will require the customer to bear the full cost of the interception fee and return shipping fees (the return shipping cost is identical to the original outward shipping cost).
- Unauthorized Refusal of Delivery: If a delivery is refused at the destination without prior written authorization, the customer shall bear the return shipping fees or arrange the return transit independently. We strictly do not accept Cash-on-Delivery (COD) or collect-on-delivery returns. Refunds will only be processed after our warehouse receives the returned item, inspects its exterior, and verifies that it is in completely original, pristine, and resalable condition. If the product or packaging impacts secondary sales, no refund will be granted.
- In-Transit Address Modifications: Any request to modify the delivery address while the package is in transit will incur an operational handling fee from the carrier. Please note that due to varying international courier policies, mid-transit address changes are not 100% guaranteed to succeed. If the re-routing fails, the operational fee remains non-refundable.
Lost Packages & Non-Delivery Claims
- In-Transit Loss: If a package tracking status stops updating for an extended period and is deemed an abnormal loss by the carrier, we will issue a full refund or a free replacement once the claim is successfully filed with the logistics provider. In such cases, you must cooperate by providing a full, unedited English screenshot of the platform order (including the delivery address, tracking number, and order value; partial screenshots are invalid).
- Delivered Status Disputes: If the tracking status indicates “Delivered” but you claim non-receipt: in cases where “Signature Delivery Service” was not purchased, we can only provide the standard Proof of Delivery (POD). To initiate an official courier investigation, the customer must provide verifiable evidence of non-receipt (such as doorstep or security camera footage). Please note that courier investigations do not guarantee a 100% successful outcome.
3. Returns & Manufacturing Defects Policy
Due to the sensitive hygiene and personal nature of life-sized lifelike dolls and smart robots, our return policy maintains a strict baseline:
- Intimate Health Products – Strictly No-Reason Returns: In accordance with global health, hygiene, and consumer safety regulations, high-end lifelike dolls are classified as highly sensitive, personal, skin-contact items. To guarantee the absolute hygiene and safety of all our users, we strictly do not accept returns or exchanges for non-quality issues or subjective reasons (e.g., “buyer’s remorse,” “changed my mind,” “dislike”).
- 7-Day Golden Inspection Window: Any manufacturing defects or shipping damages must be reported to our customer service team within 7 days of the delivery timestamp indicated by the tracking carrier. You must provide clear documentation consisting of: 【Photos of the Outer Box + Photos of the Shipping Label + Photos/Videos of the Product Defect/Damage】. Claims submitted after this 7-day period will not be accepted.
- Damaged on Arrival (DOA) & Component Replacements:
- If the outer packaging and product suffer catastrophic damage in transit, rendering the product entirely unusable, we will issue a free brand-new replacement or a full refund upon verification.
- For minor localized aesthetic damages or functional component malfunctions, we resolve issues via “shipping free replacement parts/skin repair kits or offering corresponding monetary compensation.”
- Unauthorized Returns Disclaimer: Customers must not ship packages back to any warehouse without explicit written authorization and a Return Merchandise Authorization (RMA) number provided by our official support team. Unauthorized returns may result in the package being untraceable, lost at the facility, or rejected due to damage, for which we assume no liability or compensation.
4. Product Characteristics, Craftsmanship Limits & Disclaimers
To prevent misunderstandings during usage, please be aware of the following normal physical characteristics of high-end dolls, which do not constitute quality defects:
- Gradual Makeup Fading: Our luxury dolls feature exquisite, hand-applied facial cosmetics crafted by top-tier artists. Gradual fading, smudging, or wearing of the facial makeup over extended periods of daily use, cleaning, wiping, or friction is considered standard material wear-and-tear and is not a product quality defect.
- Mechanical/Steel Skeleton Limits: The internal structure of the doll features a high-strength biomimetic mechanical skeleton. Its joint rotation and bending capabilities are strictly limited to the anatomical thresholds of a natural human body. Please interact with or pose the doll strictly according to the product manual. Do not forcefully over-extend or twist joints in reverse. Skeleton punctures, skin tears, or structural fractures resulting from improper or violent usage are excluded from warranty coverage.