Answers to Your Questions
Upon finalizing your order, you will receive an order confirmation email which will include your order number. Once the order has shipped you will receive a second email that will include a tracking number. If you have placed an order and have not received a confirmation email, please click here to submit a request immediately so we can investigate this matter.
We are delighted to offer international shipping! Currently, we ship our products worldwide to bring our quality dolls to enthusiasts around the globe.
Once your order has been received in our system it is automatically sent over to our fulfillment center where it enters a queue. Our fulfillment team tries to fulfill the orders within 48 hours of being received, but can sometimes take longer depending on the order volume. Your shipment is then picked up by the carrier and is in transit for approximately 3-10 business days – depending on where the order is delivering and your shipping method.
Please note: during the holiday season, processing times may take longer than usual. All orders usually will process and ship within 3-4 business days.
Absolutely! Once your order is dispatched, you’ll receive a shipping confirmation email with a tracking number. You can use this to monitor your package’s journey to your doorstep.
Scheduled Pending delivery could simply imply that your package is at the station and is awaiting its turn to get scanned into a vehicle and then dispatched. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you may still receive your order. Please contact us after the estimated delivery time has passed.
Unfortunately, we are not responsible if a package is shipped to the incorrect address due to the wrong address being entered at checkout. We strive to meet our processing and shipping times; hence, there is a minimal time gap to cancel/change your order or update shipping addresses. If you decide to cancel your order or change your shipping address, please contact usﾠhereﾠas soon as you place your order.
We will do our best to make the change; however, we cannot guarantee that we will be able to do so.
In the case you are unable to locate your shipment, please review the following tips prior to reaching out to us:
1. Ensure that the correct shipping address was entered for your order
2. Confirm that there is no update on tracking stating that your package was returned to sender
3. Check around your property and with nearby neighbors if possible
4. If you live in a building, check with concierge/mail room to ensure they don’t have your package
If you still cannot locate your package after reviewing these steps, please submit an inquiry here.
If you have received a defective item, please contact customer support here within 15 days to inform us of the issue. If we are not notified within 15 days of receiving the item, unfortunately it will no longer qualify for a return or replacement. Please include a photo of the damage/defect with your email.
Please note that we are not responsible for damages to items caused by improper care or handling.
Absolutely. We employ state-of-the-art encryption technology to ensure all your financial information is protected. We do not store any credit card details on our servers.
No, it is not possible to change the payment method once an order has been made. You would need to cancel your order and make the order again using the alternative payment method. Please get in touch if you need to do this.
The window for order cancellation is limited and can only be done during the order processing stage. Our processing time typically takes no longer than 72 hours, and in some cases, even less (depending on the order). Any cancellation requests made after this 72-hour period, unfortunately, will be automatically denied. We encourage you to reach out as soon as possible if you wish to make changes to your order.
If there is an issue with your order, pleaseﾠcontact usﾠdirectly via the website or atﾠ support@playdolls.shop
Please provide a brief overview of the issue and include your order number, and we will get back to as quickly as possible.
In some cases, larger orders are shipped in several boxes so the item may be delivered at a later date. If you are missing an item from your order, please get in touch with us via email: support@playdolls.shop
Please include your order number and the item you believe to be missing.
We’re so glad you want to take care of your doll and her things.
For doll faces and bodies, simply wash the surface gently until clean with a wet, soapy cloth, and then air dry at room temperature.
For clothing and accessories, spot clean with cold water and a mild soap, and then air dry. Do no put any doll, clothing, or accessory in the washing machine, dryer or near any direct heat source.
For best results, it is recommended to use a wire brush.
1- Divide doll’s hair into small sections and gently brush them one at a time. Make sure to brush out the tangles starting from the bottom of the hair and then moving up.
2- Mist doll’s hair lightly with water from a spray bottle if you are having a hard time detangling it.
3- If doll has wavy hair, be very gentle when brushing the ends, as this will help preserve the curls.
4-For tight curls, finger style the doll’s hair. Separate a small section of the hair and work your fingers through it, twirling as you go.
5- For braided styles, tightly braiding the doll’s hair while damp will help control frizzy ends.
6-Avoid using styling products like gel or mousse, as this may damage the doll’s hair.
7- Avoid using a blow dryer, hot rollers, hair curlers or straighteners.
8-Always keep doll’s hair away from extreme heat.
Do I keep getting an error message, what’s happening?
We apologize for any inconvenience you’re experiencing. If our page is not loading correctly, please reach out to us immediately. Your feedback is invaluable, and our team is ready to address the issue promptly to ensure your seamless browsing experience. Thank you for bringing this to our attention.
We try to change our dolls and accessories often to keep up with the latest styles. While this keeps our dolls and accessories fresh and current, it sometimes makes it hard to know which items are in stock and where. It is possible that you are seeing something on our site that is no longer available or, sometimes, not available yet. We’re sorry if this causes any inconvenience.
Working at playdolls is the coolest experience! We work hard over many months to get our product to be just right, in hopes that girls and boys all over the world will enjoy playing with the line. We get to be creative all day long and immerse ourselves into this wonderful doll world.
YES! We are so glad you asked, because we have been relentless in choosing the most recycled and recyclable materials we can to package our toys. Reduce. Reuse. Recycle. It’s a way of life around here. We plan for reuse from the very beginning. Of course, that starts with using recycled materials. All of our boxes are made from recycled paper that is easily recycled again. Where possible, we create packaging that doubles as a toy. Next, we make sure all our packaging is recyclable. All of our boxes can be recycled again and again and again. And the plastic that holds our toys in place so they arrive at your house safely? We’ve carefully chosen and invested in #1 PET plastic because it’s the most easily and widely recycled, and is even able to become polar fleece in its next life. (Meaning today’s package could become tomorrow’s mittens). On top of all that, the inks we use in our packaging are soy-based and our varnishes water-based, which is a lot more friendly for the environment. As you can tell, we poured our hearts into making as little impact as possible on our planet. We wouldn’t have it any other way. (And we know you wouldn’t either).
Rest assured that all dolls, fashions and accessories go through stringent testing procedures that meet or exceed all U.S., safety standards, all regulations regarding age guidelines, all Consumer Product Safety Commission (CPSC) directives and guidelines, and all regulations of the American Society for Testing and Materials.
We want to hear about any concern or safety thoughts you might have. Please fill out the following form, here with the words SAFETY ISSUE in the subject line so we can make it our first priority.
Be sure to include as much information as you can, including required fields, in order to receive a response. Please note that response times vary depending on the time of year, however you can expect a 1-3 business day turnaround in most cases.
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