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FAQs
Is My Doll Machine-Washable?
Our dolls are washable, and it is recommended that the washing water temperature should not exceed 35 degrees Celsius.
How Long Does It Take To Process My Order?
NOTE: Please allow extra time for processing your order during this critical time of the COVID-19 pandemic.
All orders will be delivered from our warehouse within 1-5 business days. Moreover, it needs 5-15 business days of shipping time.
Due to COVID-19, Canada takes extra time to clear customs. So the packages shipped to Canada are supposed to be delivered within 25-40 business days.
We will email you with a tracking number once your order ships. For more details please see our Shipping Info.
What If I Haven't Receive My Package?
If the tracking information indicates that your order was delivered but you have not received it, be sure to check everywhere - occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes.
I Still don't Get My Shipping Confirmation Email?
The shipping confirmation email is sent to your email address once your package is dispatched (within 3 business days after your order is placed). But sometimes it might have gone to your spam. Try searching 'roluplay' with the searching tool of your email page and you might spot it.
If the method above doesn't work, it might happen that you have left the wrong email address. Email us at service@roluplay.com so that we can get you covered.
How Long Can I Receive My Refund?
After your refund was issued, it will be credited to your account in 1-3 business days.
Cancel Or Exchange Order
When you need to cancel or modify your order, please contact us before it is shipped. Please note that a full refund is only allowed for the cancellation within 3 hours after purchase.
Return Address
2nd Floor, No. 18, Lingbei 4th Road, Fenghuang Community, Fuyong Street, Baoan District, Shenzhen.
For more specific information, please read our return policy.
If you have any questions about our policies, please contact our customer service service@roluplay.com
Contact Us:
Email: service@roluplay.com
Service Time: Monday - Friday : 9am - 6pm (GMT+8:00)