Customs Clearance & Duties & Shipping Time

• All taxes and customs clearance are included in the price and taken care of by us whenever possible*
• There are no hidden fees and no additional charges for USA & EU.
• Shipping is FREE to all countries where sex dolls are legal, worldwide.**

*In terms of customs clearance:
– We take care of customs clearance for the USA & EU. For the remaining countries, the process is quite straightforward, and we’ll do our best to assist you. Problems are rare, but please be reactive to customs questions if they occur to receive your doll on time.

– For imported high-end products, additional efforts or documents might be needed to get your sex doll on time for customers in Canada, New Zealand, Japan, Singapore, Taiwan, UK, Norway, Romania, Switzerland, & Israel.

*In terms of customs duties:
– For full-size sex dolls and sex dolls with robotic features, we offer by default a service that helps you pay import duty in advance if you live in the USA & EU.
– Customers in Canada, New Zealand, Japan, UK, Singapore, Taiwan, Norway, Romania, & Switzerland may have to pay customs duties due to local legislation. We will do all the liaison with customs, so you do not need to worry. Making sure this process is stress-free is a really important part of our service and support, we will always “hold your hand”.

*Other information:
– Due to significantly higher shipping costs to Australia & New Zealand, we charge an extra $100 to $300 shipping fees depending on the package weight & size to deliver to those two countries. Please contact us at info@sexymalena.com for more information.

– We aim to provide high-quality dolls and the best services and get you the BEST to construct a long-lasting relationship!

** Sorry. We do not ship to countries that have strict laws regarding sex dolls.(Most Islamic countries, India, Africa, Mexico, or Brazil...) Please check with us before placing an order to avoid disappointment if you are unsure

Before Shipping

The quality inspector will carefully check every detail of the doll and we will take pictures for you before the shipment is made. Please double-check to make sure your shipping and email address are correct. And make sure that our email won’t go into your spam box.

Packaging

We care about your feeling. All dolls are delivered in 100% discrete packaging. We pack dolls in a rigid cardboard box and preserve the privacy of your package. The contents will be stated as “Mannequin” on the customs declaration. In some countries, the box may be opened at customs in order to determine the tax on the imported product.

Delivery:

• We use UPS and FedEx for all deliveries worldwide.
• When you receive your tracking number, you can contact the courier to arrange a suitable day for delivery.
• You will be issued a tracking number 3-4 days after dispatch so you can follow the journey. It will also sync with your SexyMalena account.
• For UPS, you can join “My Choice” (free) to schedule a delivery date that suits you.

Ordering process:

We can’t predict the weather or how busy the workshop is at the time of your order. However – the following breakdown should give you a good understanding of the whole ordering process from start to finish.

What happens after I order my sex doll?

This is an estimated production and delivery timeline for our dolls.

• Once your order is placed, you’ll receive a confirmation email immediately with a breakdown of your order details.
• We will manually check your order and ensure all the information and details are correct. If something is missing or seems a bit unusual, we’ll get in touch to confirm everything with you.
• We allow a 24-hour grace period in case you have any last-minute changes.
• Your order is then passed onto our workshop management and placed in a queue for production.
• When your doll gets to the front of the queue, the workshop fabricators and artists begin the process of creating your doll. The estimated time for fabrication is 5 – 21 days, depending on the brand.
• Once your doll has been completed, our staff carry out a thorough quality control check, and photographs are taken of your doll for your approval. These are referred to as factory photos.
• When you are happy with your doll, and any necessary changes have been carried out, your doll is carefully packaged and prepared for dispatch.
• Once dispatched, you will receive a tracking number within 3-4 days.
• At this point, your doll has begun the journey to your home and should be with you as soon as possible! (Average time 7 - 12 days USA or 35 - 65 days for UK & Europe, expedited shipping is available).
• The total average time from order to delivery is 3 – 6 weeks, depending on your location, choice of the doll, and the manufacturer.
• For a more precise timeline specific to your order, please contact our friendly staff before purchase, and we’ll let you know what timeframes we are currently experiencing.

We aim to process orders and ship all of our products out as quickly as possible so you can enjoy your new doll asap, but please be aware that your doll is made to order (even if it is pre-configured).

All dolls are delivered using the services of UPS or FedEx, depending on your location.

This timeline is an estimate. It is also the same for ALL authentic sex doll vendors as we all draw from the same workshops. Please be wary of any vendor claiming uber-quick delivery times as they cannot produce a customized doll and ship it to you all within 3 days…

• Queue times vary depending on manufacturer, model, and time of year, ranging from 1 day to 2 weeks+ for very popular or new release dolls. If you would like an estimate of your specific doll’s queue times, please contact our friendly team before placing your order.
• Some exceptions to production and delivery times include hectic periods, holiday seasons, including CNY, and any unforeseen circumstances (Like COVID-19). If there are delays to your order, we will keep you updated.
• We are currently experiencing some delays with delivery times due to the global coronavirus pandemic. Please check with us to get a realistic time frame of delivery on live chat.

Delivery Details:

All dolls are delivered using UPS or FedEx. Both couriers provide regular progress & tracking updates, so you know your delivery date in advance.

We aim to ship all of our products out as quickly as possible so you can enjoy your new doll, but please be aware that your doll is made to order even if it is pre-configured and it does take time to craft.

Delivery charges:

Suppose you are not able to accept delivery on the date we give you. You can change it to another day that suits you better by contacting the courier directly. You will receive details of the courier when your order is processed for shipment.

We require you to leave your phone number when placing your order. As part of the delivery process, the courier requests your contact phone number.

We do our best to ensure all of our couriers contact you before delivery, although we also advise that you personally contact them when you receive your tracking number. This is to ensure they know your delivery requirements directly from you.

Shipping Cost

Shipping fee is free to all countries! But we do not ship to countries that have strict laws regarding sex toys. (Most Islamic countries, India, Africa, Mexico, or Brazil...) If you are unclear about the laws in your country, please discuss with us before purchasing as this may involve refunds and processing fees for refunds. For countries such as Canada, UK, Switzerland, Norway, Australia, New Zealand, customs may collect import duty when the doll arrives. Taxes do not include in the shipping fee.

Custom & Taxes

Duties and taxes are subject to customs controls and may vary according to the laws of the country we ship to. The buyer is responsible for import taxes and fees.

Damaged Goods or Packaging

When the box arrives, you have to evaluate each item to see whether there is any damage. If you see that the product box is damaged, take a photo or video to file a claim with the shipping carrier. If the doll is damaged during shipping, we may require your assistance in filing a claim with the shipping company. If you find any damage or missing parts of the doll, please contact us in 48hrs by sending pictures or videos to info@sexymalena.com and we will find the best solution for you ASAP.

Order Cancellation & Return

Most of our products are customized to customers’ requirements. Orders can be canceled within 24 hours, but 10% will be charged as a transaction fee. If we have launched production, orders cannot be canceled for any reason. Or else, 40%-60% will be charged as a handling and restocking fee. This amount will be deducted from the refund processed to your card in the event we have already processed your credit card for shipping. We will not accept refunds if the order has already shipped.

We don't recycle any products that have been used. Do not return or refuse the package directly. And don’t send any package to the address information on the package, which is not valid to receive a returning package. For more information on Returns & Refunds Policy, please click here. If you have further questions, please contact us at info@sexymalena.com. Thank you!