Return & Refund Policy

At phdtoy, we understand that purchasing a love doll is a significant investment. We are committed to ensuring that your experience is seamless from the moment you order to the moment of delivery. Because our products are highly personal and often customized, we have established the following comprehensive after-sales policy to protect your purchase.

1. Delivery-Related Compensation


1.1 Late Delivery Compensation
We value your time. If the delivery of your love doll exceeds 60 working days from the date of order confirmation, we will issue a full refund and send you the doll free of charge.
Exceptions to this 60-day limit include:
Customization: Special features (e.g., electric hips, oral functions, implanted hair) or specific custom requests that extend production time. The timeline for these will be agreed upon separately.
Factory Scheduling: Production delays in China due to national holidays or peak factory scheduling.
Specific Brands: Brands with known artisanal production timelines (e.g., Elsa Babe, Fanreal, etc.) are exempt. [Click here to view specific brand timelines].
Warehouse Specifics: * U.S. Warehouses: Max delivery 10 days; compensation claim period 20 days.
EU/Canada Warehouses: Max delivery 15 days; compensation claim period 30 days.
Recipient Action: We are not responsible if delivery fails due to the recipient’s failure to clear customs, repeated missed delivery attempts, or failure to collect the item.


1.2 Transportation Damage
Every product undergoes a rigorous quality inspection before shipping, and we retain confirmation photos.
Action Required: If your product arrives damaged, you must contact us at service@phdtoy.com within 24 hours of receipt.
Evidence: Please provide clear photos and videos of the damage and the shipping box.
Resolution: Compensation will be determined based on the severity (see Section 2).


1.3 Lost Packages
If tracking shows “Delivered” but you have not received your package:
Contact the carrier (UPS/FedEx) immediately to file a claim.
Inform phdtoy with your claim number.
We will provide assistance or compensation based on the carrier’s investigation results.

2. Product Quality and Defect Compensation

2.1 Minor Damage
For minor cosmetic issues discovered during unboxing (e.g., smudged makeup, broken nails/eyebrows, minor skin tears, or protruding finger wires):
Compensation: We offer a partial refund ranging from $10 to $100 based on the severity.


2.2 Major Damage
For significant structural or aesthetic damage (e.g., broken limbs, body part fractures, severe skin tears):
Immediate Resolution: We will provide a full refund or a free replacement.
Shipping: In cases of major damage upon arrival, phdtoy covers all return shipping costs.
30-Day Quality Guarantee: If a major skeletal fracture (torso, thighs) or large-scale skin cracking occurs within 30 days due to material quality (non-human factors), we will provide partial or full compensation.
Note: Electronic features (heating, suction, electric hips) are excluded from the 30-day structural guarantee.


2.3 Product Errors or Omissions
Main Product Errors: If the doll received is fundamentally different from the factory/website images, contact us within 24 hours. Provide unboxing video/photos (full body, head, shipping label). We will verify with the factory and arrange a replacement or full refund. Packaging must be kept intact.
Feature/Accessory Omissions: * If a paid customization is missing or incorrect, we will compensate you with double the value of that option.
If a free option is missing, we will provide a minimum compensation of $20.

3. Hygiene & Safety Notice

Due to the intimate nature of adult dolls and sex toys, we cannot accept returns for products that have been used or removed from their original sanitary packaging, unless the product is found to have “Major Damage” as defined in Section 2.2. This policy ensures the health and safety of all our customers.

4. Dispute Resolution & Support

Our goal is your total satisfaction. If you encounter any issues not explicitly covered here, or if you need to initiate a claim, please reach out to our dedicated support team:
Email: service@phdtoy.com
Please include your Order Number and the word “CLAIM” in the subject line for priority handling.