Current regional-stock estimates are 3-11 days for dolls shipping from a U.S. warehouse and 4-13 days for dolls shipping from an EU warehouse. Made-to-order or customized dolls also require production and inspection before transit. These are estimates rather than guarantees; the doll page and order confirmation provide the most specific timeline. See the Shipping & Delivery Policy.

Ganova uses plain, discreet outer packaging wherever operationally available and avoids unnecessary doll imagery or explicit wording on the carton. Carrier labels, customs declarations, security inspections, and legally required documents may still identify the sender or doll category. For how customer and order information is handled, read the Privacy Policy.

Tracking is provided after the carrier accepts the parcel and the information becomes available. On a segmented international route, scans may begin or update only after customs processing or handoff to the local courier, so a short gap does not by itself mean the parcel is lost. You can check updates on the Track Your Order page.

Keep the carton, shipping label, internal packaging, accessories, and all doll parts. Photograph the unopened carton and label, then document the complete doll and the issue before cleaning, repair, disposal, or use. Contact sales@ganovadoll.com as soon as possible, preferably within 48 hours for delivery damage, so Ganova can review the evidence and arrange the appropriate remedy under the Refund and Returns Policy.

Returns are not automatic. For an eligible standard doll, request authorization within 7 calendar days after delivery; it must remain unused, unwashed, unmodified, complete, and in its original sealed protective packaging. Opened intimate-use dolls and customized or made-to-order goods are generally not eligible for change-of-mind returns, subject to mandatory consumer rights. Read the Refund and Returns Policy and contact Ganova before sending anything back.