Help centre
Questions, answered
Everything about our dolls, shipping, returns, cultural representation and ways to work with us. Can't find what you need? Our small team is happy to help.
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Shipping & Orders
Where do you ship to?
We ship to the United States, Canada, Australia and New Zealand. US, Canada and Australia orders have no duties or tariffs; New Zealand shipping is calculated at checkout. Pickup is no longer available. Shipping options and rates are shown at checkout.
How long will my order take to arrive?
Processing and delivery times vary by destination, warehouse and shipping method. Please see our Shipping Policy for the current processing times and delivery estimates. Tracking information is emailed once your order ships.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information. If you cannot find your tracking information or need help with an order, please chat with our team.
What is your return and exchange policy?
Eligible items can be returned within 21 days of delivery, subject to the conditions and exclusions in our Refund Policy. Please review the Refund Policy before returning an item so you have the current eligibility, fees and return instructions.
I’m having trouble checking out. What should I do?
Please chat with our team or send us a note, and include a screenshot of the issue if you can so we can help troubleshoot your order.
Where do Joeydolls orders ship from in Australia?
Australian orders for locally stocked Joeydolls products are fulfilled from our Melbourne, Victoria location. This means Australian families can shop in AUD and receive local Australian fulfilment rather than waiting for an international shipment from Canada.
Product availability can vary by location. If a product needs to ship from another Joeydolls fulfilment location, the applicable shipping information will be shown at checkout.
How does free shipping work?
Free shipping starts at a merchandise subtotal of $120 CAD in Canada, $120 USD in the US or $120 AUD in Australia, after all discounts and before shipping and taxes. A discount can bring an order below the threshold. The threshold applies to one delivery address per order; separate orders cannot be combined to qualify. We cannot split one order across multiple addresses.
We ship to the US, Canada, Australia and New Zealand. Orders to the US, Canada and Australia have no duties or tariffs. New Zealand orders have paid shipping, calculated at checkout, and are not part of the free-shipping offer. Pickup is not available. Final shipping options and charges are shown at checkout.
When will my preorder ship, and can I add items?
The estimated shipping window is shown on each preorder product page. It is an estimate of when your order ships, followed by transit time, rather than a guaranteed arrival date. If your order contains in-stock items and preorders, it ships together when all items are ready.
While your preorder is waiting to ship, contact us with your order number to add items to that preorder with no additional shipping cost, or to correct the shipping address. Please contact us before fulfilment; changes cannot be guaranteed once processing has started.
Can I change an incorrect shipping address?
Check the delivery address, apartment/unit number and postal code before checkout. The billing address does not change the shipping address. If you spot an error, contact us immediately with your order number and correct address. For a waiting preorder, we can help update the address before fulfilment. Customers are responsible for entering the correct delivery address. If an incorrect or incomplete address causes a parcel to be returned, the customer is responsible for the shipping cost to send it again. Please contact us before dispatch so we can help correct an error; once dispatched, address changes or interception cannot be guaranteed.
What gift packaging is available?
The optional Gift Packaging / Shipping Box Upgrade replaces our usual polymailer with a sturdy brown outer shipping box, Joeydolls-branded tissue and tape. It adds protection and a thoughtful presentation; there is no separate decorative or keepsake box inside. Select the upgrade in your cart when available and check that it appears in your order summary.
For a bundle, check its inclusions: packaging already listed as included does not need to be added again. A digital gift card is delivered by email and does not need packaging.
How do I report a problem with my order?
Please contact us promptly with your order number, the affected item, a description of the problem and clear photos of the item and packaging for missing, incorrect or damaged items. Keep the packaging while we review the issue. For a parcel marked delivered, first check around your home and with neighbours or building staff.
Optional Shipping Protection claims must be reported within 14 days of the delivery date in tracking, or within 30 days of the estimated delivery date if tracking never shows delivery. See the coverage and claim instructions. For other delivery issues, see our Shipping Policy and contact our team.
How do I use my welcome discount?
Your 10% VIP welcome code is emailed to you for your first eligible order and applies to products in our Full Price Products collection, with one use per customer. The current welcome offer has a minimum eligible merchandise subtotal of US$75 (or the checkout-currency equivalent). Check the eligible products, expiry and combination rules in your code email, then enter the code at checkout before paying. If a code does not apply, check those terms and contact us with the code and a screenshot.
Discounts can reduce the subtotal below the free-shipping threshold. A promotional gift or bundle offer may have its own eligibility and combination rules; check the final order summary before payment.
Dolls, Safety & Care
What types and sizes of dolls does Joeydolls offer?
Joeydolls offers larger Signature Cultural Dolls, smaller 9-inch Mini Dolls and soft Baby Loveys. Signature Dolls are 18-inch dolls (18.5–22 inches tall including hairstyle or headdress), while Mini Dolls are approximately 9 inches and designed to be easy for children to carry and travel with.
What ages are Joeydolls dolls suitable for?
Safety testing and recommended play age describe different things. Joeydolls dolls are safety tested for ages 0+. We recommend Mini Dolls for ages 2+ and Signature Dolls for ages 3+ for active play. Maiv’s skirt is removable and reversible; most other Mini Doll outfits are attached. Baby Loveys are for awake, supervised cuddles and play; keep loose soft items out of an infant’s sleep space. Bundles can contain accessories with different age guidance, so review every included item.
What is the difference between a Mini Doll and a Signature Doll?
Mini Dolls are approximately 9 inches tall with securely attached clothing on most designs (Maiv has a removable, reversible skirt), making them compact and easy to bring on trips and everyday adventures. Signature Dolls are larger 18-inch dolls (18.5–22 inches tall including hairstyle or headdress), with more detailed removable clothing for dress-up, cuddling and imaginative play.
Will my favourite Mini Doll come in Signature size?
We hope so! With enough demand, we'd love to bring more of our Mini Dolls, like Maiv, Jun and Bayani, to our Signature size in the future. Every purchase of our dolls helps fund new development, and our community's votes and purchases help shape what we make next. Join our VIP list to vote on future dolls.
How should I clean and care for my Joeydoll?
Joeydolls are made for everyday play. For detailed cleaning instructions, including care for dolls, hair and removable Signature Doll outfits, please follow our Joeydolls Care Guide.
Are Joeydolls stickers water-resistant and washable?
Our current stickers are vinyl, water-resistant, washable and UV protected, designed to resist fading. Apply to a clean, dry, smooth surface and smooth down the edges. They are suitable for water bottles, laptops and other personal items.
For best results, gently hand wash the item and avoid abrasive scrubbing.
Is a Baby Lovey a single item or a bundle?
Individual Jasmine and Kai listings each include one lovey. The Baby Lovey Bundle includes two: one Jasmine and one Kai. Both are polyester plush with embroidered features, safety tested for ages 0+. Use for awake, supervised cuddles and play; keep loose soft items out of an infant’s sleep space. Gentle machine wash in a laundry bag and air dry.
Does Joeydolls apparel run small?
Our apparel runs small. Compare the measurements in each product’s size chart with a garment that fits well and consider sizing up, especially between sizes. Available sizes are shown on each listing; garment label care instructions take priority.
When will a sold-out item restock?
We publish restock dates on the product page when we have a confirmed estimate. If no date is shown, it has not been confirmed. Use “Notify me when available” for a stock alert; signing up does not reserve an item.
Culture & Representation
Which cultures are represented by Joeydolls?
Our growing collection currently includes products inspired by Chinese, Filipino, Vietnamese, Korean, Japanese, Indian, Cambodian, Mexican and Hmong heritage, with more representation continuing to be developed. You can browse our Cultural Collections to explore the current assortment.
How do Joeydolls celebrate culture through play?
Joeydolls are thoughtfully designed with culturally inspired clothing, colors, hairstyles, accessories and familiar cultural details. Many doll products also include QR access to cultural fun facts and learning resources. Our goal is to give families a joyful starting point for play, storytelling and conversations about heritage.
How can I introduce my child to the cultural meaning behind their Joeydoll?
Use the doll as a starting point for conversation and play. Families can share their own traditions and stories, explore the cultural learning resources connected to the doll, and pair playtime with books or educational activities that make culture feel personal and approachable.
Do you have boy dolls?
Yes. Our growing Mini Doll line includes boy characters such as Minh, our Vietnamese boy Mini Doll, Mateo, our Mexican boy Mini Doll, and Bayani and Jun, our Filipino and Chinese boy Mini Dolls. Availability and preorder status may vary, so please browse the Mini Dolls collection for the current selection.
Will Joeydolls add more cultures, characters and outfits?
We hope to keep growing! Expanding representation is at the heart of our mission, and with enough demand we'd love to add more cultures, characters, sizes and outfits in the future. Every purchase of our dolls helps fund new development, and our community's votes and purchases help shape what we make next. Join our VIP list to vote on future dolls and hear about new releases first.
About Joeydolls & Giving Back
How did Joeydolls get started?
Joeydolls was founded by Samantha Ong after she struggled to find dolls that reflected her daughter Joey’s Asian heritage. What began with a focus on Asian cultural representation has grown into a broader mission to help more children feel seen, celebrated and proud through culturally representative play. Learn more about our story.
What makes Joeydolls different?
Joeydolls combines soft, child-friendly play with thoughtful cultural representation. Our dolls, books and gifts are designed around meaningful cultural details and a mission to help children see more identities and heritage reflected in everyday play.
Does Joeydolls give back to the community?
Yes. Giving back is part of the Joeydolls mission. We support organizations and initiatives focused on cultural representation, children and families, education, anti-hate work, immigrant communities and disaster relief. Visit our Community & Giving page for our current partners and initiatives.
Retailers, Educators, Media & Collaborations
How can I carry Joeydolls in my store?
We love working with retailers who share our commitment to culture, representation and meaningful play. Visit our Wholesale Program to learn more and apply.
Does Joeydolls offer resources or support for educators?
Yes. Our Educators Program provides information and resources for teachers, schools, daycares and other learning environments interested in using Joeydolls to support cultural learning and inclusive play.
Where can media find information about Joeydolls?
Our Press Kit includes Joeydolls brand information, company background and media resources. For interview or media inquiries, please contact our team.
How can I collaborate with Joeydolls as a creator or ambassador?
If you create content around culture, families, education or representation and would like to collaborate with Joeydolls, please review our Ambassador Program for current opportunities and information.
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