TopDollX FAQs

Start with the features that will affect your everyday experience: height, weight, body measurements, material, available functions, and customization options.

Consider where you will store the product, whether you can move it safely, and which features are genuinely important to you. If you are comparing several models, contact our support team before ordering and we will help you review the differences.

TPE is generally softer and more flexible, while silicone is typically more resistant to heat, staining, and long-term surface wear. Silicone is also usually easier to maintain, although the exact feel and care requirements vary by model.

The best choice depends on your preferred feel, handling needs, care routine, and budget. Always follow the material information shown on the individual product page.

Review the height, body measurements, and total weight listed on the product page. Think about how you will move, position, clean, and store the product in your space.

A larger or heavier model may provide a different experience, but it also requires more careful handling. If you expect to move the product frequently, a lighter model may be the more practical long-term choice.

Product photos are intended to represent the model, design, and available appearance. However, lighting, screen settings, makeup application, wigs, clothing, and the hand-finished production process may create minor visual differences.

Your confirmed customization selections determine the final configuration. Promotional clothing, props, and accessories may not be included unless they are specifically listed on the product page or order summary.

Customization options vary by model. Available selections may include skin tone, eye color, hair, makeup, body features, and optional functions.

The options shown on each product page are the configurations currently available for that model. Please review every selection carefully before checkout. If you are unsure about compatibility or appearance, contact us before placing the order.

Contact us as soon as possible if you need to request a change. We may be able to update certain selections before production begins, but changes are not guaranteed.

Once production has started, some options cannot be changed. Approved changes may involve additional costs or extend the production timeline. The confirmed order summary remains the reference for your final configuration.

Only models specifically described as having standing feet should be positioned standing.

Use a stable, level surface and suitable flat shoes. Position the product carefully and do not leave it standing unattended. Standing feet do not replace proper support, safe handling, or appropriate storage.

Package contents vary by model, selected options, and customization. The product page and confirmed order summary are the source of truth for what is included.

Promotional images may show clothing, furniture, accessories, or props that are not included. Hair, makeup, care accessories, charging equipment, and other items may vary by product.

PayPal is currently our primary payment method. The payment methods available for your order will be shown securely during checkout.

Payment availability may vary depending on your country, currency, order value, and payment provider requirements.

Payments are processed through the payment options shown at checkout, including PayPal and its supported payment methods.

TopDollX will never ask you to send complete card details, passwords, or other sensitive payment credentials by email or chat. Additional payment verification may occasionally be required to protect both the customer and the store from unauthorized transactions.

The exact transaction description depends on PayPal, your bank, and your card issuer. Packaging privacy and payment-statement descriptions are separate matters.

If the exact billing description is important to you, contact our support team before ordering so we can explain the currently applicable payment information.

Yes. After your order is successfully placed, you should receive an order confirmation at the email address used during checkout.

Review the product, customization, shipping address, and contact details immediately. If anything appears incorrect, contact us as soon as possible and include your order number.

Contact our support team with your order number and the email address used during checkout.

For customized orders, we can clarify whether the order is being reviewed, in production, awaiting final confirmation, being prepared for shipment, or already dispatched. Tracking information is provided after shipment when available.

Contact us immediately if you wish to request cancellation.

Cancellation is not guaranteed once payment verification, order processing, customization, or production has begun. Once an order has shipped, it cannot be cancelled. Costs already incurred for production, payment processing, interception, or shipping may not be refundable.

For in-stock items, delivery typically takes around 7 days from the date of order. Additional payment verification, carrier restrictions, remote locations, holidays, weather, or unsuitable delivery addresses may cause delays.

Customized products usually take approximately 4–5 weeks in total, including production and shipping. Timing varies by model, selected options, production requirements, destination, and carrier processing.

Most customized orders include free air shipping, with delivery typically taking about one week after dispatch.

No. Production and delivery timeframes are estimates rather than guaranteed arrival dates.

Custom options, customer-requested changes, payment verification, holidays, severe weather, customs processing, and carrier delays may affect the schedule. If you need the product before a specific date, contact us before ordering, but please do not rely on an estimated date for a time-sensitive event.

For customized products, we provide a final confirmation stage after production and before shipment. Depending on the order and production process, confirmation materials may include photos or other visual information about the finished configuration.

Please review the confirmation promptly. Requests made at this stage may delay shipment, and changes to major specifications may no longer be possible after production is complete.

A delayed response may postpone shipment. Please monitor the email address used for your order and check your spam or junk folder during the expected production period.

If we cannot reach you, the order may remain on hold or proceed according to the confirmed order specifications and applicable order terms.

Yes. Orders are shipped in plain outer packaging without product imagery or explicit product descriptions on the outside of the box.

The exterior may still display the information required by the carrier, such as the shipping label, recipient details, tracking information, handling labels, and legally required customs documentation.

For orders delivered to the United States, applicable import duties and customs charges are prepaid unless your order confirmation states otherwise. You should not normally be asked to pay additional import charges to the carrier.

State or local sales tax, optional services, address-correction fees, storage fees, and other non-import charges are separate. If a carrier requests an unexpected customs payment, contact us before paying whenever possible.

We can ship to many international destinations where the product can be legally imported and delivered.

Availability, shipping methods, delivery time, customs requirements, and prepaid-duty options vary by country and region. Contact us before ordering if you are unsure whether we can ship to your location.

Customers are responsible for confirming that the purchase and import of the product are lawful in their destination country or region.

Outside the United States, import duties and taxes are generally not included unless a prepaid-duty or DDP arrangement is confirmed for the order.

Canada and certain other destinations may qualify for prepaid duties depending on the product and shipping method. Contact us before ordering to confirm the current arrangement for your destination.

Do not assume that free shipping automatically includes import duties, sales tax, carrier fees, or customs-related charges.

A street address is strongly recommended. Many carriers cannot deliver large or heavy parcels to PO Boxes.

Using a PO Box may cause delays, address-correction fees, or failed delivery. Contact us before ordering if a street address is unavailable.

The carrier depends on the destination, parcel size, shipping method, and available logistics service. Orders may be delivered through carriers such as UPS, FedEx, or another suitable freight or parcel service.

The final carrier and tracking information will be provided after dispatch when available.

Yes. Tracking information is normally sent after the order has been dispatched and accepted into the carrier network.

Tracking may not update immediately, especially when a shipment is transferring between logistics partners. Allow time for the carrier system to register the shipment before reporting a tracking issue.

Contact us immediately if you need to change your address.

Address changes are not guaranteed after an order has entered fulfillment or has shipped. Carrier modification, interception, redelivery, and return-shipping fees caused by an incorrect or changed address are the customer’s responsibility.

Always review your full name, street address, apartment or unit number, city, state, ZIP code, country, phone number, and email before completing checkout.

Because many products are large, heavy, and valuable, someone should be available to receive the shipment and move it safely.

Signature requirements and delivery procedures vary by carrier and destination. Monitor the tracking information closely and contact the carrier if you need to arrange an available delivery option.

Contact us with your order number and tracking information. We will review the shipment and, where appropriate, request an investigation from the carrier.

Carrier investigations require time and may require additional documentation from the recipient. A delayed or temporarily inactive tracking record does not automatically mean the shipment is lost.

First check the delivery location, building reception, household members, neighbors, and any safe location used by the carrier. Then contact the carrier and TopDollX as soon as possible.

We can help request available proof of delivery or a carrier investigation. Additional evidence, such as security footage or a police report, may be required. Customers are responsible for providing a secure and accurate delivery location.

Inspect the outer carton before opening it and take clear photos if you notice visible damage.

Open and inspect the product before use. Confirm that the model, selected options, included items, and overall condition match the order. Keep the original packaging, shipping label, accessories, and order documentation until you are satisfied that everything has arrived correctly.

Report suspected shipping damage within 48 hours of delivery.

Include your order number and clear photos of:

• The complete outer carton.
• The damaged area of the packaging.
• The shipping label.
• The affected product or component.

Do not discard the packaging or send the product back without written instructions. Incomplete documentation may prevent us or the carrier from verifying the claim.

Contact us within 7 days of delivery with your order number, a clear description of the issue, and supporting photos or video.

We will review whether the issue qualifies as a manufacturing defect under the current Return & Refund Policy. Do not continue using, modifying, repairing, or cleaning the affected area before receiving instructions, as this may make the issue more difficult to assess.

Contact us within 7 days of delivery and provide your order number, photos of everything received, and a description of the missing or incorrect item.

We will compare the shipment with the confirmed order details and review the appropriate resolution. Promotional items shown in product photography are not considered missing unless they were listed as included in your order.

No. All sales are final due to the hygienic, intimate, high-value, and often customized nature of our products.

We do not accept returns or exchanges for:

• Change of mind.
• Personal preference.
• Size or weight expectations.
• Minor appearance differences caused by lighting or hand finishing.
• Incorrect options selected by the customer.
• Products that have been opened, used, modified, damaged, or improperly maintained.
• Any other non-quality-related reason.

A verified shipping error, shipping damage, or manufacturing defect will be reviewed under our Return & Refund Policy. Do not return any product without prior written authorization. Unauthorized returns may be refused and will not qualify for compensation.

This policy applies to the extent permitted by applicable law.

Coverage depends on the model, component, nature of the issue, and current product policy.

After-sales support may include troubleshooting, care guidance, replacement-part assistance, repair guidance, or another resolution determined after review. Coverage does not normally include damage caused by misuse, improper handling, incorrect cleaning or storage, unauthorized repair, modification, accidental damage, or normal wear.

Contact us before ordering if you need model-specific warranty or component-support information.

Use the TopDollX contact page or the current support email shown on our website.

For order-related questions, include:

• Your order number.
• The email used during checkout.
• A clear description of the question or issue.
• Relevant photos or video where applicable.

For privacy and security, never send complete payment-card details, passwords, or unrelated personal documents.

Care requirements vary by material, finish, and installed options. Follow the product-specific instructions supplied with your order or available in our Doll Care guide.

Use suitable mild cleaning products and avoid harsh solvents, alcohol, bleach, abrasive tools, or unapproved chemicals. Clean all relevant surfaces carefully and dry the product thoroughly before storage.

Electrical or powered components must not be exposed to water unless the product instructions explicitly state otherwise.

Store the product in a clean, dry, temperature-stable location away from direct sunlight, excessive heat, moisture, sharp objects, and prolonged pressure.

Use a supported position recommended for the model. Avoid leaving the product in the same stressed pose for extended periods. Do not allow hard surfaces, tight straps, or unsupported joints to place continuous pressure on the material.

Dark, new, or tightly fitted clothing may transfer color to TPE or silicone surfaces.

Wash dark clothing separately before use, limit prolonged contact, and inspect the material regularly. Remove clothing before long-term storage. Staining caused by clothing, dyes, cosmetics, or unsuitable products may not be considered a manufacturing defect.

Check the listed product weight before ordering and plan how the product will be received, moved, cleaned, and stored.

Support the torso and major joints during movement. Do not lift the product by the head, fingers, wrists, ankles, or other small areas. Larger models may require two people or suitable handling equipment.

Product lifespan depends on material, frequency of use, handling, cleaning, storage, and maintenance.

Careful handling and correct storage can significantly extend the life of the product. Normal wear, compression marks, loose makeup, staining, or gradual surface changes may occur over time and are not automatically manufacturing defects.

No. Features vary by model and selected configuration.

Only the functions specifically listed on the product page and confirmed in your order are included. Product names, promotional images, or general AI companion descriptions should not be interpreted as including every available function.

Requirements depend on the selected AI or powered configuration. Some functions may require internet access, Wi-Fi, Bluetooth, an app, an account, a third-party service, or an active subscription.

Contact us before ordering if you need confirmation about device compatibility, regional availability, network requirements, supported languages, or ongoing service costs.

Privacy requirements depend on the selected hardware, software, and service provider. Connected functions may process voice, account, device, or usage information according to the applicable service and privacy policy.

Before activating connected features, review the relevant privacy settings and service terms. Do not share sensitive personal information through an AI function unless you understand how that information is processed.

Contact support with your order number, product model, selected configuration, and a clear description of the problem.

Photos or a short video may help us identify setup, charging, connection, or operating issues. Follow the supplied instructions and do not disassemble, modify, or attempt unauthorized electrical repairs.

TopDollX products are intended for adults aged 18 and over only.

Customers must also meet the legal age requirements in their jurisdiction and ensure that purchasing, owning, using, and importing the product is lawful where they live. TopDollX does not sell knowingly to minors.