Friendly Return Policy

Please note that this policy has recently been simplified & improved to provide Sex Doll America's customers with the best, and most understanding return policy available anywhere!

At Sex Doll America, we truly understand that for a variety of reasons, sometimes customers may change their mind on a purchase and wish to return it. While big online retailers not operating in adult-products have 30-day full refund policies, due to the nature of the products we sell this is simply not possible.


Firstly, You Should Know...

That our customers always know exactly what they're going to get, so there are no surprises! For any custom-ordered sex dolls, we send factory photographs of the doll before it ships to our customers. You will be asked to personally review these photos, and our doll advisors will look at them with you, to ensure that your expectations are met and that everything is made is it should be.


What makes us Special, and why is that important for Our Customers"?

In fact, virtually all other online retailers of sex dolls and other adult products have strict no return / no exchange policies - but not us!

Why? In fact, there are no "laws" in place preventing these retailers from accepting returns or exchanges, but there is liability for us, the retailer. But we don't mind going the extra mile for our customers!

In order to give our customers a little more flexibility, we currently have in place what we call our "Friendly Return Policy". Please note that this policy is subject to change at any time, without notice.


What is Sex Doll Canada's "Friendly Return Policy"?

Product Issue / Order Error - Before Order is Shipped

Before ordering your doll, please take the time to ask us for factory photos of a similar doll made to what you plan on ordering so that your expectations can be perfectly set before you place your custom order. If the doll you want to purchase is already "In-Stock", ask for photos before ordering and take the time to ask questions! We want to make sure you are perfectly satisfied before your product is made (custom orders), or shipped.

If you have already ordered your custom doll, received factory photos and are dissatisfied for any reason, don't sweat it! We will work diligently with the manufacturer, protecting your rights, to make all reasonable corrections are made at the factory or we will have a full replacement doll made for you.

If for any reason there is an error that can't be corrected on your doll, and the doll was not made according to the customizations you selected because of an error at the factory, a new doll will be remade. If you still want to cancel, the below cancellation / restocking fee will apply.

Because detailed photographs are taken before your doll is shipped to you, product issues discovered once the doll is shipped are extremely unlikely and eliminates the possibility of errors with your order.


Product Issue / Order Error - After Order is Shipped

If there is a problem with your product or you believe your product arrived damaged, notify the courier before accepting the package (so that they have this recorded), take photographs of the issue immediately, stop unpacking it / absolutely don't use it, and please contact us within three (3) days of having received your items fully documenting the issue.

We will always manage these situations on a case-by-case basis and will do our absolute very best to correct the situation to your complete satisfaction, working in conjunction with the product's manufacturer. We will resolve any genuine product order issues / errors or serious shipping damage with either a full refund, partial refund, or replacement order depending on the situation, decided solely by management's discretion.

Please remember - both the doll manufacturer, and especially Sex Doll America, want to keep happy customers! Happy customers post positive reviews, tell their friends about the incredible service they received, and sometimes come back to order again! That is our goal.


Cancelled Orders - First twelve hours (< 12 hrs from order time)

Any order cancelled with twelve (12) hours of placing your order and providing payment can be cancelled with a 10% non-refundable restocking fee / penalty, assuming the product has not been scheduled to ship (box packed and shipping label created for you) or been picked up / delivered.

We have to charge this fee because of transaction fees imposed on us, in addition to covering the administrative expense of cancellation.



Cancelled Orders - After twelve hours (After 12 hrs from when you ordered)

After that initial twelve (12) hour period, or if your order has already been packed or shipped, a minimum of a non-refundable re-stocking fee of 30% will apply to any and all cancellations, including In-Stock items. All cancellations and refunds are subject to management approval. If you have approved photos of your order and then changed your mind, or your order is shipping by air freight, higher restocking fees may apply.


Gift Cards in Lieu of Re-Stocking Fees

If your cancellation is subject to a re-stocking fee of 10% or more, you may be eligible to receive part of this cancellation fee back in the form of a:

(1) Discount Code to help recover some of this back towards a future doll order (limitations and expiration of the code provided may apply); or

(2) Gift Card that can be used towards any purchase, at any time.

Please note that Discount Codes and Gift Cards carry no cash value and can't be exchanged or redeemed for a cash refund at any time. Please ask us about this, and management will do their best to assist customers depending on the circumstances surrounding the cancellation and what product(s) were ordered.


Partial Refund Timeline

If you paid for your order by Paypal, it should be possible for us to issue approved refunds immediately following management approval. For approved refunds issued towards credit card payments, these are processed by SD America on Fridays during business hours, following management approval.

As an example, for an order purchased by credit card on a Saturday, then cancelled on the Monday, we can't process your refund until the following Friday. Please then allow 3-5 business days for your credit card issuer to post your refund.


Why Do We Charge Restocking Fees on In-Stock Products that have not Shipped?

Please keep in mind that even when you buy an "In-Stock" item which has not been shipped, once you place your order it automatically gets taken out of our online inventory, thus preventing another customer from buying the same product. So your purchase, which is later cancelled, may result in somebody else not being able to buy and shopping elsewhere.


Opened Box Items

For any items that are purchased from us which are highly intimate in nature, and were opened but not used or altered in any way, any returns / refunds / exchanges will be subject to a minimum 50% restocking fee andsubject to verification once received. These returns must be shipped to Canada, and the customer's sole expense. These situations will be handled on a case-by-case basis. Verifying an open box is time consuming and expensive for SD Canada and requires special equipment, and trained personnel.

You have seven (7) days from the date it was shipped to you to inform us that you'd like to return the item, get a Return Merchandise Authorization (RMA) from us, and have the item returned to us by courier (with a tracking number) at your cost. Instructions will be sent along with your RMA.

Once the item is received by us and been verified to have been opened, but not used or altered in any way, you will be refunded the purchase price (minus the minimum 50% re-stocking fee).

Please allow additional time to manage these returns (up to 30-days from the date we receive them), as we have careful procedures in place on how we handle these situations and need to do special testing to confirm that the item has not been used or altered in any way.

If we find evidence that the item was used, cleaned, touched or altered in any way, the cancellation / refund / exchange / return will be denied and you will have the option to receive back your item, with additional shipping & handling charges at your cost, or to forfeit the item without any refund.



Return of Boxed & Opened or Unopened Items

Once shipped,your order is considered an Opened Box and the "Opened Box Return Policy" and cancellation fee above will apply.

For the purpose of this policy, your order is considered "shipped"whether or not you have received a tracking number, as sometimes tracking numbers are not issued immediately following shipping of the doll direct from the factory (i.e. if we don't receive tracking information from the factory in a timely manner).


Other situations

If you have purchased a product from us and would like a return / exchange / refund / cancel, we are always willing to consider the circumstances at play in every situation and try to provide a reasonable accommodation. These situations will be managed on a case-by-case basis, and the decision of SD Canada's management is final. Please remember, that the general rule is that all orders are considered final / non-refundable.


NOTE: SD America currently to not accept any returns on sales outside of Canada or the USA. All sales destined outside of Canada & USA are considered FINAL SALE with no refunds, cancellations or exchanges permitted.