AFTER-SALES SERVICE

Last updated November, 2024

Dear Valued Customers,

Thank you for choosing TOP-CYDOLL. We are committed to ensuring you have an exceptional experience with your beloved dolls. Please review our service policies carefully before and after your purchase.

At TOP-CYDOLL, we follow rigorous quality control processes to ensure your doll arrives in perfect condition. Should you require after-sales support, please contact us promptly at service@topcydoll.com or through your vendor.

Due to hygiene and health considerations, our personalized dolls are non-returnable and non-exchangeable unless a valid reason applies. We encourage you to thoroughly review all product details and policies before placing your order. By completing a purchase, you agree to the terms and policies outlined on our website.

Validity of After-Sales Service:

For Undelivered Orders:

1. Within 24 Hours of Placing the Order:

Orders can be canceled free of charge if you contact us or your vendor within 24 hours.

2. Within 24–72 Hours of Placing the Order:

Due to our rapid production schedule, cancellation fees apply:

  • $600 for TPE orders.
  • $1200 for full silicone orders.

For Delivered Orders: (We strongly recommend recording an unboxing video immediately upon receiving the package to document any issues.)

1. Within 24 Hours of Receipt:

Contact us or your vendor immediately and provide the following:

  • A description of the issue.
  • Photos and videos of the damaged product.
  • Photos and videos of the packaging.

Submit all materials at once to expedite the resolution process.

2. Within One Month of Receipt:

Submit the required materials as above. However, since more time has elapsed, it may be challenging to determine whether the issue stems from a production defect or improper use. Solutions will be provided based on the nature of the issue.

3. More Than Six Months After Receipt:

While after-sales compensation is typically unavailable after six months, you may still contact us with the required materials. As a professional brand, we may offer assistance depending on the circumstances.

Exclusions from After-Sales Service

1. Purchases by Minors:

Customers under 18 are prohibited from browsing or placing orders. No after-sales support will be provided in such cases.

2. Non-Quality-Related Issues:

For example, personal preferences or usage concerns unrelated to product defects.

3. Discrepancies with Expectations:

Before shipping, we provide real product photos for customer confirmation. Shipping proceeds only after the customer’s approval.

  • Odor issues: Our dolls are made with high-quality, safe, and non-toxic materials. TPE material may have a slight odor due to its properties. This is normal and not covered by after-sales service. If concerned, you may contact us to buy material samples before placing your order.
  • Upgraded features: Upgraded features like moaning, heating, and auto sucking vagina are tested before shipping. Please follow the instructional videos provided to avoid malfunctions caused by improper operation.
  • Shipping damage or loss: Uncontrollable factors during transit may cause packages damage or loss. In such cases, we require the customer’s assistance in filing a complaint with the logistics company, and we will provide a solution ASAP.

 

For further inquiries, please contact us at service@topcydoll.com.