Ordered a custom sex doll or torso? Here is what comes next!

1. Review your Order

Please check your Order Confirmation e-mail and review for accuracy. Did you make a mistake? Do you have any questions that you forgot to ask or were not completely answered?

At SD America, with our current Friendly Cancellation Policy (subject to change), we allow customers 12-hours to make any changes or cancellations to their order without any major penalty. After that, we place your order for the manufacturer and pay for the manufacturing to begin, so orders or changes after that point may not be possible or will incur a significant financial penalty / re-stocking fee.

2. Manufacturing

It takes time to produce a custom-ordered TPE or silicone doll or torso. This will normally range from 1-3 weeks after you place your order. Don't panic! You won't hear from us unless there is an issue with your order during this time, or your doll is ready!


3. Factory Photos of Custom Doll or Torso

Once your doll has been made, you will receive an e-mail from us with the words "Factory Photos" in the subject line. This e-mail will contain photos of the doll you ordered. You need to review these photos to make sure the customizations you selected during the ordering process were correctly captured. We rely on you for this. Some examples of factory photos are shown below:

Examples - Factory Photos of Dolls

If you made change requests after your initial order, while efforts will be made to try and accommodate special requests, we can't guarantee that these changes will all be made. That is why it is so important to make sure you order the doll right the first time.

If you made special requests or comments entered into the checkout page, that's great! Efforts will be made with your full happiness as our goal, but not all special requests can be fulfilled and we can't guarantee 100% of special requests. Any requests that are outside of the customizations offered during the standard ordering process may not be possible.

Please also keep in mind that when it comes to factory photos, the product photos on our website are taken by professional photographers and supplied by the manufacturer to us. All of the clothes shown are props used during the photoshoot and are not included, or available for purchase. Some photoshoots also show custom wigs not available from the wig selection list, and sometimes special make-up touch-ups have been applied before the photoshoot that were not done at the factory.

The factory photos you receive are taken by factory workers with their cell phone camera and are exact photos of the product that will ship to you. It is not realistic to expect the same appearance, lighting, or preparation of the doll in the factory as is done during a professional photoshoot. However, the vast majority of customers are very happy when they see the doll in person and with some extra care at home, they can be made to look just like the professional photos!

Regarding make-up, the heads on dolls will have semi-permanent make-up. Even though every effort is made by the factory make-up artists to re-create the make-up done by the photographer during the photo session, it is not guaranteed to match 100%. In the rare event that you want to see additional touch-ups compared to the factory photos, you can simply remove the makeup that comes with your doll with makeup remover once you receive it and re-apply make-up to your own personal preference. Or, you can contact us regarding our Professional Makeover services. Keep in mind that the term make-up applies not only to the face, but all areas that receive make-up, including the nipples / areola, labia, and more. 

Some of the wigs shown in the photoshoots taken by the professional photographers are also not available from the manufacturer. The ones they offer are all shown in the wig list, and if you selected "Just like Photo" with regards to the wig, the manufacturer will select the closest match to the photo shown if the identical wig is not available.


4. Shipping

In-Stock Order
If you ordered a doll or torso from our In-Stock collection, your process begins here! You have saved 2-5 weeks - congratulations! We will prepare your order right away and ship it out from our warehouse within 2 business days!


Custom Order
If you purchased a custom doll / product, the doll will be shipped directly to you from the manufacturer once the product is ready and approved, and you will receive a tracking number as soon as it is provided to us.

Also, if you need to change the delivery address or make shipping arrangements, this must be done directly with the courier on these orders. The same applies for damage during shipping. As we are neither the shipper nor the receiver on these orders, we can't interact with the courier company - it must be done on the customer's side. Please note that the major couriers typically will not "hold" a package once it is in their possession.

5. Arrival

When the doll arrives, before you accept the package from the courier, inspect the parcel for damage and if you notice any damage, notify the driver so they record it in their notes. You will still have to accept the package. If the box has some slight damage, don't panic! Usually the contents are fine because of the robust packaging. Once you open the package, if anything appears to be damaged internally, take lots of photos and notify us immediately by e-mail, and if you don't hear back with 48-hours, please call or text us. If there is damage to a doll or doll head, do not use it.

What is inside the box should be exactly the doll as shown to you in the factory photos. Compare the factory photos sent to you prior to shipping your doll with the doll you received. If these are significantly and obviously different then please let us know right away. 

What you will see when your doll arrives is usually much better than the factory photos and you will very likely be very satisfied! With a little love and care, you can make the doll look just as sexy as the photographer did!

On TPE dolls, you may notice a scent to the TPE. This is normal, a part of the manufacturing process, and will lessen over time and with washing. If possible, give the doll room to breathe and allow it to air out. This is similar to the "new car smell" you may be familiar with, and is common to all plastic injection molding.

There may also be some residue from the manufacturing process. This too is normal. During shipping, in some cases finger nails may partially or fully come off, eyes may become misaligned or come out. This can easily be fixed at home and does not require a return. If there are any small defects that require TPE glue or TPE solvent, this can be provided quickly upon request.

6. Use, Care and Maintenance

We have many useful articles regarding care & maintenance on our website, and even better there is a world of information available on Doll Forum. You are expected to read through this to understand how to care for your products and ensure that they are used safely. Please take some time to review these, and most of all, enjoy your doll!

Sex Doll Canada is not responsible for damage to any product, or harm / injury caused by the product, due to a lack of research, preparation or safe use practices. All items are provided in an "as is" condition, and safe responsible use is the responsibility of the buyer.

We are available for assistance and support and encourage you to contact us if you are unsure of anything during use of the product.