Support center image in Hilovedolls

Our Support Center covers everything you need to know, including ordering and payment, shipping and delivery, warranties and returns, as well as privacy protection and discreet packaging. To easily find the answers you are looking for, simply navigate to the corresponding section below. Each area features detailed introductions and explanations designed to make it effortless for you to stay informed with the latest updates and information.

1. Ordering & Payment

What payment methods do you accept?
  • We accept globally recognized payment methods, such as PayPal and PayPal Pay Later, as well as credit and debit cards—including Visa, Mastercard, American Express, Discover, Diners Club, and China UnionPay. More info check our payment methods guide.
  • We also support “Buy Now, Pay Later.” For details, please refer to our Installment Payment Guide.
Sex Doll Payment Methods In Hilovedolls
  • Payments are secure. We utilize globally renowned third-party payment platforms that typically employ encryption technology to safeguard transaction details, ensuring that your bank card information or personal privacy is never directly exposed.
  • Furthermore, legitimate payment channels fully comply with banking and regulatory standards, meaning transactions are generally not flagged as suspicious activity.
  • As long as you conduct transactions through official or trusted platforms, you can use these services with complete peace of mind.

Our listed prices are typically all-inclusive, and we offer free shipping services, and for most countries, we cover taxes, other value-added charges, and customs fees. You do not need to worry.

  • Yep Sure. Information regarding discount codes can be found throughout our website—including on our homepage announcements, product detail pages, and various other corners of the site.
  • Furthermore, by subscribing, you can stack an additional discount on top of these offers, bringing your total savings to 15%. Certain doll brands occasionally host their own promotional events—offering discounts ranging from 5% to 25%—which, when combined with our 15% discount, can result in total savings of up to 50%.
  • If certain brands are not eligible for the discount, it indicates that the listed price is already the lowest promotional price.
  • We fully understand your intention to cancel your order. For more information, please refer to our Cancellation, Return, and Refund Policy
  • At the same time, we would like to gently remind you that, as these products are high-value items, you will be responsible for covering all associated refund processing fees as well as the transaction fees incurred during the original purchase unless the cancellation is due to a product quality issue. Furthermore, once the order has entered the production or processing stage, certain costs may be incurred (such as the manufacturing costs for the doll).
  • We sincerely hope that you will give this matter full consideration before making a final decision, ensuring that this choice truly aligns with your needs. Should you have any questions or concerns, please do not hesitate to contact us at any time; we will do our utmost to assist you.

2. Shipping & Delivery

Do you offer worldwide shipping? Which regions are excluded?
  • We offer free worldwide shipping; however, we currently do not support shipments to certain countries, including Brazil, India, Indonesia, countries in Africa, and Pakistan.
  • If you are unsure whether sex dolls can be shipped to your country, please contact our team at [email protected]
  • Custom Dolls: 7–28 business days (varies by brand)
  • In-Stock Dolls: No production time (ships directly if available; some brands have EU/US warehouses)
  • Single Doll Head: 5–15 business days

We will keep you updated on production progress during this period.

Delivery time may vary depending on destination and customs processing. Estimated delivery time after shipment:

Shipping MethodEst. Delivery
🏠 Overseas Warehouse2–7 days
✈️ Air Shipping7–15 days
🚚 Truck Shipping25–40 days
🚢 Sea Shipping35–60 days
  • Duty-Free U.S. Customers: No customs fees or taxes. Delivery is made directly to your home.
  • Duty-Free Regions: Certain countries support duty-free delivery, including:
    Europe: United Kingdom, Netherlands, Germany, France, Belgium, Luxembourg, Poland, Slovenia, Slovakia, Czech Republic, Croatia, Finland, Sweden, Denmark, Austria, Bulgaria, Estonia, Latvia, Lithuania, Hungary, Greece, Portugal, Italy, Spain.
  • Duty-Free Asia: Japan, Taiwan, Malaysia, Singapore, Thailand, Philippines, Vietnam, and others.
  • Duty-Free Other Countries: Canada, Australia, and some Southeast Asian countries.

  • Specific Region Notes:

    Mexico: Select standard products qualify for free shipping. For full-size dolls, we exclusively use Air Express to avoid customs and sea freight delays. An additional air shipping fee applies (depending on product weight, dimensions, and delivery address), but all customs duties and taxes are 100% covered by us.

    Norway, Chile, Israel & Middle East: Buyers are required to cover local import taxes and fees (approx. $100–$700) per local regulations.

  • Responsibility: Import duties and taxes are the buyer’s responsibility.

  • Customs Assistance: We help communicate with customs for smoother delivery. In most cases, we can provide an estimated cost before purchase.
  • More help check our Shipping Policy.
  • Questions: If unsure about your country’s import policy, contact us: [email protected] before ordering.

Even after shipment, we will track the logistics progress every 6 to 7 days and provide you with updates, ensuring you stay informed of the doll’s latest status.

For more information, please refer to our shipping policy guide.

3. Warranty & Returns

Can I return items or get a refund? What are the conditions?

For more information, please refer to our Cancel & Retrun Policy Guide.

  • Our products come with an after-sales service warranty ranging from six months to one year (specific terms vary by product).
  • We would also like to note in advance: silicone is a material characterized by a certain degree of softness and elasticity. Much like the exterior of an automobile, the product may develop minor scratches or faint marks during daily use. Even with a robust structure, it is impossible to completely avoid the appearance of such signs of use; this product is no exception.
  • Consequently, the occurrence of minor indentations or slight deformation during normal use is inherent to the material’s properties; these issues can typically be resolved by gently kneading the affected area to restore its elasticity.
  • In the event of minor damage, we can provide specialized repair adhesive. Each Order ID is eligible for one free shipment of repair materials; for any subsequent requests, the associated costs must be borne by the customer.
  • Should severe damage occur as a result of improper use, it may fall outside the scope of our standard after-sales warranty coverage; however, we can still offer technical guidance and supply necessary repair materials. Any associated costs in such cases shall be the responsibility of the customer.
  • Furthermore, we generally advise against adding mechanical / Robot function, as doing so may compromise the structural integrity and overall lifespan of the sex doll.
  • As custom dolls are personalized items, they are generally ineligible for returns, refunds, or exchanges; we hope you understanding in this regard.
  • For in-stock items shipped from our overseas warehouses, provided the issue is not quality related returns may be accepted if the product remains unopened, unused, and in its original packaging. In such cases, the item must be shipped back to our designated warehouse, and the buyer is responsible for covering all associated round-trip shipping costs as well as any applicable processing fees.
  • Given the significant logistics and handling costs involved, we strongly recommend that you carefully verify your requirements before placing an order to ensure you make the most suitable choice. Should you have any questions, we would be more than happy to assist you.

If you encounter any other issues, please contact: [email protected]

4. Privacy & Packaging

Is the packaging completely discreet? What will be written on the outer box?
Shipped in discreet packaging HIlovedolls

Please rest assured that all our sex dolls are shipped with complete privacy. The packaging will not display any sensitive wording, nor will it contain any information regarding the doll.

Certainly not. We strictly adhere to all relevant laws and regulations, and we place the utmost importance on the security of your privacy and the protection of your information. All information is used solely for necessary order processing and service support; it will never be shared with or disclosed to any third parties. Please rest assured.

  • If you require a signature upon delivery, please include this request in the order notes when placing your order, or contact Customer Support at [email protected]. Typically, packages are delivered directly to the recipient’s address and left at the designated location.
  • Regarding Self-Pickup Services: Self-pickup options are available in select regions. We recommend that you contact the local pickup point prior to placing your order to confirm whether they are able to accept large-sized packages, thereby ensuring the feasibility of this option.
  • Should you need to modify the delivery method while the package is in transit, you may do so via the shipping carrier’s official website or customer service channels (subject to the specific options supported by the shipping carrier).
  • Regarding data privacy protection, we strive to adhere to applicable privacy principles within our platform and implement reasonable security measures to safeguard the security of user information.
  • However, given the varying legal requirements across different countries and regions—and noting that the GDPR is a rigorous data protection regulation specific to the European Union—whether we currently achieve full compliance should be determined by reference to the platform’s actual Privacy Policy and Legal Statement.
  • Should you have any questions or concerns regarding privacy protection, we are also available to provide you with detailed explanations and support.