CUSTOMER SERVICE FREQUENTLY ASKED QUESTIONS
For your convenience, we’ve provided answers to some of our most-asked customer service related questions below. If you don’t find what you’re looking for here, please click here to contact us. We’ll be glad to help out.
I JUST BOUGHT SOMETHING FROM YOUR SITE. HOW LONG WILL IT TAKE TO ARRIVE?
All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before 9 am PST. Keep in mind that weekends and holidays are not considered business days, or our shipping partners.
SHIPPING METHOD TIMEFRAME
DHL 3 – 5 Business Days
UPS 5 – 10 Business Days
STANDARD SHIPPING 7 – 15 Business Days
Free shipping worldwide by air, typically via FedEx or UPS.
Once your order is placed, please allow 1-2 weeks for assembly depending on the doll and an additional 3-7 days for shipping time.All our dolls are hand made and thoroughly tested for quality before shipping.
When shipped, you will be provided with the Fedex or UPS tracking code.All packaging is discreet, there are no labels, markings, or logos.
DISCREET SHIPPING AND BILLING IS IMPORTANT TO ME. HOW WILL MY ORDER LOOK WHEN IT ARRIVES AND WHAT WILL SHOW UP ON MY CREDIT CARD?
Discreet shipping is important to many of us. All of our Products come with 100% free discreet shipping in plain brown boxes so only you know what’s inside. The shipping label will read machineonline , which is our parent company. Below is a sample of an order ready to be shipped. Your credit card or Paypal account will be charged under the name machineonline as well.
HOW DO YOU SHIP?
We ship via UPS,DHL. Keep in mind that UPS ,DHL does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. The cost of shipping is calculated when you check out, it is based on your zip code.
WHAT IS YOUR RETURN POLICY?
Because of the intimate nature of the items we sell, we are unable to return or exchange products unless defective. This is for the health, safety and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable.Once these items leave our warehouse, they are considered used, and therefore cannot be returned. So before you decide to place an order, please consider carefully.
We take product quality extremely seriously, every doll is thoroughly inspected and tested before leaving our warehouse.
Upon initial receipt of the doll, if there appears to be a defect or damage, please contact us immediately at [email protected]
We do not offer refunds for any other reason other than a product damaged on arrival.
WHAT IF AN ITEM IS DEFECTIVE?
If a product is found to be defective when it is received, we will replace it with the same item. Please click here to contact us, to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
CAN I CANCEL MY ORDER?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
Customers may cancel their orders within 24 hours of placing the order.After the 24 hour window order cancellation is not possible.
Order cancellations incur a $150 restocking fee.
Please email us at at [email protected] with your order # for any cancellations or order inquiries.
CAN I ADD AN ORDER TO MY ACCOUNT?
We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.
CAN I PLACE MY ORDER OVER THE PHONE?
All orders must be placed online. We cannot place an order over the phone.
WHAT IS THE CURRENT PAYMENT METHOD SUPPORTED?
There are two payment methods supported now.