Shipping & Delivery

At Ganova Doll, we provide the most confidential and secure shipping services available.
All dolls are shipped in plain packaging with no product details visible. Every stage of transport is handled discreetly to ensure your privacy and peace of mind.

Delivery Areas

Free Shipping & Tax-Free Regions

We offer free shipping and tax-free delivery to the following countries and regions:

• Americas: United States (mainland), Canada
• Europe: United Kingdom, Netherlands, Germany, France, Belgium, Luxembourg, Poland, Slovenia, Slovakia, Czech Republic, Croatia, Finland, Sweden, Denmark, Austria, Bulgaria, Estonia, Latvia, Lithuania, Hungary, Greece, Portugal, Italy, Spain
• Asia: Japan, South Korea, Malaysia, Singapore, Thailand, Indonesia, Philippines, Vietnam, Cambodia
• Oceania: Australia

 Free Shipping (Taxes Not Included)

Free shipping applies, but local taxes and duties are the customer’s responsibility in:

• Switzerland, Norway, Ukraine, Israel, New Zealand, Argentina, Chile, South Africa

We will assist with customs guidance when necessary.

2. Non-Deliverable Areas

Due to import restrictions, we cannot ship to:

• All Middle Eastern Islamic countries
• All African countries (except South Africa)
• India and Brazil

1. Delivery Methods
2. Local Warehouse Shipping

We maintain local warehouses in the United States, Europe, and select regions.
Products marked “In Stock” are shipped locally via UPS, FedEx, or other reputable couriers (e.g., Sagawa Express in Japan).

Direct Shipping from China

Air Transport

Two air-shipping methods are available:

• Single-Courier Service (e.g., UPS, FedEx):
  Fastest delivery, no transit handovers, but higher costs and taxes.
• Segmented Transport (Chinese courier + local courier):
  Standard default option. More affordable with lower tariffs, but tracking may appear later until local delivery begins.

If you prefer single-courier service, please contact sales@GanovaDoll.com — additional costs may apply.

Sea Transport

For certain destinations such as Alaska, Hawaii, Puerto Rico, Australia, and South America, delivery defaults to sea transport.
Air shipping is available at an additional charge. Tracking may only appear once the shipment reaches your country.

 Rail Transport

Occasionally used for European customers. We will notify you if this applies. Tracking updates may begin only after arrival in your country.

Delivery Time

Delivery time = Production Time + Transportation Time

1. Production Time

• In-stock dolls: No production time; typical delivery is 5–10 days.
• Custom dolls: Production times vary by brand and material.
  (See detailed production time table below.)

2. Transportation Time

Delivery time depends on shipping type and destination.
Air Transport (Single Courier):

Carrier	Region	Delivery Time
FedEx	USA	9–13 days
UPS	USA / Canada	6–8 days
UPS	Europe	6–8 days
UPS	Australia	12–15 days
Sagawa	Japan	3–7 days

Segmented Air / Sea / Rail Transport:

Method	Region	Delivery Time
Air (UPS/FedEx)	USA	9–13 days
Air (UPS)	Europe	12–18 days
Air (UPS)	UK	15–18 days
Sea (UPS/FedEx)	USA	22–28 days
Sea (UPS)	UK	45–55 days
Sea (UPS)	Europe	50–60 days
Sea (UPS Standard)	Canada	40–50 days
Sea (Door-to-Door)	Australia	28–35 days
Rail (UPS)	Europe	38–45 days
Rail (DHL Oversized)	Europe	35–45 days

If your region is not listed, please email sales@GanovaDoll.com for specific guidance.

Shipment Tracking

All orders include a tracking number.
Enter the number on our tracking page to monitor progress.
If tracking is delayed, refer to the Delivery Methods section or contact sales@GanovaDoll.com

1. Issue Handling
2. Changing Shipping Information

• Pick-Up at Courier Store:
  Provide the store address before dispatch and confirm that pick-up is accepted.
• Change of Address:
  Contact sales@GanovaDoll.com immediately if you need to change the delivery address after dispatch.
• Delivery Time Adjustments:
  If unavailable during delivery, contact the courier directly and inform us.

Shipping Delays

If your doll has not arrived within 60 working days, we will refund in full and reship for free.
However, this does not apply to:

• Dolls with special features (e.g., implanted hair, oral/electric options)
• Delays caused by factory holidays or customizations
• Brands with long production cycles
• Warehouse stockouts (we’ll notify you within 2 working days)
• Customer-side delays, such as failure to receive or clear customs

Shipping Damage

• Minor Damage (e.g., nail, makeup, or finger issues): Compensation of $10–$100 upon submission of photos/videos.
• Major Damage (e.g., broken parts or severe cracks): Full refund or replacement provided.
  Return shipping is fully covered by us.

Wrong Delivery or Lost Packages

• Wrong or Missing Product:
  Report within 24 hours of delivery with unboxing photos/videos showing the entire doll, label, and packaging.
  We will verify with the factory and arrange a replacement or full refund.
• Incorrect or Missing Options:
  Compensation equals twice the value of the missing/incorrect options (minimum $20 if free option).
• Lost Packages:
  If marked “Delivered” but not received, contact UPS/FedEx immediately and notify us. We will assist with investigation and compensation.

Disclaimer

Shipping times may be affected by external factors beyond our control, including:

• Weather or natural disasters
• Customs inspections or fees
• Local holidays
• Political or regulatory changes
• Accidents, strikes, or courier disruptions

We appreciate your understanding and patience.
Ganova Doll is dedicated to ensuring every order is delivered safely, discreetly, and as quickly as possible.