Terms of service

Processing & Orders

Processing Time

Our standard processing time is 2–5 business days, excluding weekends and holidays. Once processed, shipping generally takes an additional 5–15 business days.

Pre-Orders

Pre-order items ship on or around the estimated date shown on the product page. If your order includes a pre-order item, your entire order ships together once everything is ready. If an estimated date changes, we will email you. See our Terms and Conditions for full pre-order terms.

Delays

As a small family-owned business, there may occasionally be processing delays. Rest assured, we’re dedicated to fulfilling your order as quickly as possible.

Order Status

If you’re wondering about your order, check your tracking link for the latest updates. If you still need help, chat with us or send us a note with your order number. We’ll be happy to help!

Shipping Regions & Rates

We currently ship to the United States, Puerto Rico, Canada, Australia, and New Zealand.

These rates are general ranges and may vary by product weight and destination. For the most accurate cost, please use the shipping calculator at checkout.

EU & UK shipping: Shipping to the European Union and United Kingdom is temporarily paused while we review applicable regional compliance requirements. We hope to resume shipping once this work is complete.

Lost or Damaged in Transit

We take great care in packaging your dolls for safe travel. If your parcel is lost in transit or arrives damaged, please contact us with your order number, plus photos of the box and item if anything arrived damaged. We will work with the carrier on your behalf and arrange a replacement or refund where required by law. You don’t need to file a carrier claim yourself.

Marked as Delivered but Not Received

If your tracking shows “Delivered” but you can’t find your package, please:

1. Check around your home, mailbox, side doors and parcel lockers, and with household members, neighbours, building management or the front desk.
2. Wait one business day, since carriers sometimes mark packages as delivered a little early.
3. Contact us within 14 days of the delivery date with your order number.

We will review the tracking and proof of delivery and help with a carrier investigation. If available, you are welcome to share doorbell or building camera footage. This is voluntary, but it can help speed things up. If the carrier confirms the package went to the wrong address, or otherwise confirms a delivery error, we will work with you toward a resolution.

Once the carrier confirms delivery to the address provided at checkout, responsibility for the package passes to you, except where the law that applies to you says otherwise. Joeydolls is not responsible for packages lost or stolen after confirmed delivery, but we will always do our best to help. If you believe your package was stolen, you may also wish to report it to local authorities, your building, or your home or card insurance provider.

Safe Delivery Options

Unless arranged before shipment, orders ship without a signature requirement. If you would like signature confirmation, prefer to have your order held at a post office or pickup point, or have concerns about package security, please contact us before your order ships. Additional charges may apply.

Incorrect Addresses

Please make sure your shipping address is complete and accurate at checkout, including the recipient’s name, unit or apartment number, and postal or ZIP code. We are not responsible for delays, failed deliveries, or deliveries to the wrong location caused by an incorrect or incomplete address. If a package is returned to us because of an address error, you will be responsible for the reshipping fees.

Reporting Timeframes

Please report packages marked as delivered but not received within 14 days of the delivery date, so we can open a carrier investigation in time.

For all other delivery concerns, please contact us within 60 days of the shipment date for domestic orders and 90 days for international orders. Concerns reported later may not be eligible for carrier investigation or resolution.

Delivery Times, Duties & Taxes

Estimated delivery times are a guide only and do not include weekends and statutory holidays. They may vary due to carrier delays, weather, customs, holidays or other circumstances outside our reasonable control.

A shipment is considered delivered when the carrier records it as delivered to the address provided at checkout. Tracking records, delivery scans, photos, GPS information and signature records where applicable may be used to confirm delivery.

Orders shipped outside Canada may be subject to import duties, taxes, brokerage fees or other charges applied by the destination country, unless your order or shipping method states that these are included. These charges are the customer’s responsibility.

Your Rights

Nothing in this policy limits any rights or remedies you have under consumer protection laws that apply to you and cannot legally be excluded, including the Australian Consumer Law and New Zealand’s Consumer Guarantees Act.