Shipping & Delivery Policy

Where Ganova Can Ship

Ganova ships only to destinations where adult-product delivery is legally and logistically available. Service depends on local law, customs rules, carrier coverage, package dimensions, product type, warehouse availability, and supplier restrictions.

Before ordering for a remote area, island, military address, carrier pickup point, or destination with unusual import rules, confirm availability with Ganova. Contact sales@ganovadoll.com with the product link and full destination details.

An order is accepted for shipment only after Ganova confirms that the selected product can be delivered to the address provided. If delivery is prohibited, unsafe, or unavailable, Ganova may cancel and refund the order. Customers remain responsible for checking whether adult products may lawfully be imported, possessed, and used at the destination.

Delivery Methods

Ganova selects a practical shipping route based on the product, stock location, destination, parcel size, carrier coverage, customs handling, and current operating conditions.

Regional warehouse delivery: U.S. In Stock and EU In Stock products may ship from the matching regional warehouse and are normally handed to a local or regional courier.
Direct overseas or factory delivery: a made-to-order, customized, or non-local-stock item may ship after production, inspection, and packaging are complete.
Air or single-courier delivery: one courier may handle most or all of the route. This is often faster, but availability and cost depend on the parcel and destination.
Segmented delivery: one logistics partner handles the international stage and a local courier handles final delivery. Tracking may update only after the local handoff.
Sea, rail, road, or combined delivery: an oversized, heavy, remote, or route-restricted shipment may require another method.

The shipping method confirmed by Ganova for the order is authoritative. A requested carrier or faster route may not be available and may require an additional charge.

Processing, Production and Estimated Delivery

The total order timeline may include order review, production, inspection, packaging, carrier transit, customs clearance, and final delivery.

Current U.S. warehouse products: the published product pages currently state an estimated delivery time of 3–11 days.
Current EU warehouse products: the published product pages currently state an estimated delivery time of 4–13 days.
Made-to-order or customized products: production and inspection time is added before transit begins. The estimate depends on the model, material, selected options, and factory schedule.
Split shipments: accessories, extra heads, or other components may arrive separately when they are fulfilled from different locations.

See the current In Stock collection for regional availability. The product page and order confirmation provide the most specific estimate for an individual order.

Delivery dates are estimates, not guarantees, unless Ganova expressly confirms otherwise in writing. Customs checks, weather, holidays, carrier capacity, address issues, and local conditions may extend the timeline.

Shipping Rates, Taxes and Customs

The shipping rate and method shown at checkout or confirmed by Ganova apply to the order. Remote areas, islands, oversized parcels, address corrections, or special carrier requests may require an additional charge. Ganova will request approval before adding a material charge.

When a product page or order confirmation states Tax included, that statement applies to the specified product, route, and destination at the time of purchase. Otherwise, import duties, taxes, customs fees, or carrier handling charges may be collected by local authorities or the carrier.

Ganova cannot undervalue a shipment, describe it falsely, or omit documentation required by law. Customers must provide any information reasonably required for customs clearance.

Discreet Packaging

Ganova uses plain, discreet outer packaging wherever operationally available. The outer carton is not intended to advertise adult-product contents, and unnecessary product imagery or explicit wording is not placed on the outside.

Carrier labels, customs declarations, security inspections, and legally required documents may still identify the sender, product category, or other shipment information. Ganova cannot prevent a lawful customs or carrier inspection.

Shipment Tracking

Tracking information is provided when it becomes available after carrier acceptance.
For segmented air, sea, rail, road, or combined transport, tracking may be limited during the international stage and may begin or update after the parcel reaches the destination country or local courier.
A short period without a scan does not necessarily mean the parcel is lost; it may be moving between networks, awaiting customs processing, or waiting for local handoff.

If tracking does not update beyond the expected stage, contact sales@ganovadoll.com with your order number and tracking number.

Address Changes, Pickup and Missed Delivery

Before payment: check the recipient name, street address, unit number, postcode, email address, and telephone number.
Address changes: contact Ganova immediately. A change may not be possible after production, labeling, or carrier handoff, and carrier fees or delay may apply.
Carrier pickup: before using a UPS, FedEx, DHL, or other pickup location, confirm that the location will accept and hold the parcel, then tell Ganova before shipment.
Missed delivery: follow carrier instructions for signature, appointment, redelivery, or collection. Do not ignore delivery or customs notices.

The customer is responsible for costs caused by an incorrect or incomplete address, refusal to accept delivery, failure to collect the parcel, or failure to complete required customs steps, except where Ganova failed to use correctly submitted information.

Delivery Delays

Delays may result from production schedules, customs inspection, weather, public holidays, carrier capacity, remote-area service, security checks, strikes, regulatory changes, force majeure, or other events outside reasonable control.

Ganova will provide available information and reasonable assistance but cannot control third-party carrier or customs operations. If an order is materially delayed, Ganova may need to complete a carrier or logistics investigation before confirming the next step. Any eligible remedy is handled under the Refund and Returns Policy and applicable law.

Damaged, Incorrect, Missing or Lost Parcels

Visible carton damage: photograph the unopened carton and shipping label before opening. Keep the carton, internal packaging, labels, and all contents until the case is resolved.

Damaged product: photograph or record the full product, the damaged area, the packaging, and the shipping label. Report the issue as soon as possible and before repair, disposal, or avoidable further handling.

Wrong or incomplete order: photograph everything received before use or disposal and identify the missing or incorrect item or option.

Tracking shows delivered but the parcel is missing: check the delivery location and household, then contact the carrier and Ganova promptly.

Suspected loss in transit: Ganova may need to complete a carrier investigation before confirming a replacement, refund, or other remedy.

Email sales@ganovadoll.com with the order number, tracking number, a clear description of the issue, and relevant photos or videos. Eligible remedies are handled under the Refund and Returns Policy.