Shipping & Delivery Policy

Ganova provides discreet shipping for eligible products. Outer packaging will not display adult-product wording, and delivery options may vary by destination, warehouse location, product type, and local import rules.

Delivery Areas

Ganova ships to many countries and regions where adult-product delivery is legally and logistically available. Shipping availability may depend on destination rules, courier service coverage, customs requirements, product size, and warehouse stock.

Free shipping and tax-included areas may include:

  • Americas: United States mainland and 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, and Spain.
  • Asia: Japan, South Korea, Malaysia, Singapore, Thailand, Indonesia, Philippines, Vietnam, and Cambodia.
  • Oceania: Australia.

Some special, remote, island, or military-address areas may require a different shipping method or an additional shipping fee. If your destination is unusual, contact us before ordering.

Tax-Excluded and Restricted Areas

For some destinations, Ganova may provide free shipping while taxes are not included. Customers are responsible for customs duties, import taxes, local taxes, carrier handling fees, or other charges required by the destination country.

Free shipping but tax-excluded areas may include: Switzerland, Norway, Israel, New Zealand, Argentina, Chile, and South Africa.

Ganova may not be able to ship adult products to regions where local law, customs policy, courier policy, or payment/logistics restrictions make delivery unavailable. This may include certain Middle Eastern countries, most African countries except South Africa, India, Brazil, and other restricted destinations.

If you are unsure whether your country or address can receive delivery, email sales@ganovadoll.com before placing the order.

Delivery Methods

Ganova chooses the most suitable delivery channel based on product availability, destination, product size, shipping cost, tax handling, and courier reliability.

  • Local warehouse shipping: in-stock products from a local warehouse are usually handled by local couriers such as UPS, FedEx, Sagawa Express, or another reliable local delivery company.
  • Direct shipping from China: custom products or non-local-stock products may ship from China after production, inspection, and packing.
  • Single-courier air delivery: one courier may handle the package from dispatch to delivery. This is usually faster, but shipping costs and tax handling may be higher.
  • Segmented delivery: one carrier handles the first stage and a local courier handles final delivery. This can reduce shipping and tax costs, but tracking may update only after the package reaches the destination country.
  • Sea or rail transport: certain remote, oversized, island, Australian, South American, European, or cost-sensitive shipments may use sea or rail transport. This is slower but may be more practical for large packages.

If you want a specific courier or faster shipping method, contact us before ordering. Extra shipping or tax fees may apply.

Estimated Delivery Time

The total order timeline includes production time and transportation time. In-stock products do not require production, while customized products require production, inspection, and packing before shipment.

Typical transportation estimates:

  • Local warehouse products: usually 5-10 days.
  • UPS to the United States, Canada, or Europe: usually 6-8 days.
  • FedEx to the United States: usually 9-13 days.
  • UPS to Australia: usually 12-15 days.
  • Sagawa Express to Japan: usually 3-7 days.
  • Air segmented transport: usually 9-18 days depending on country and handoff speed.
  • Sea transport: usually 22-60 days depending on route and destination.
  • Rail transport: usually 35-45 days for supported European routes.

These are estimates only. Production schedule, custom options, public holidays, customs inspection, weather, courier capacity, and destination-country rules may extend the final delivery time.

Shipment Tracking

After your order ships, Ganova will provide tracking information when available. Tracking updates may depend on the shipping channel and courier system.

  • For single-courier delivery, tracking usually updates through the courier website throughout most of the journey.
  • For segmented air, sea, or rail transport, tracking may be limited during the first stage and may update after the package reaches the destination country and is handed to the local courier.
  • If you do not see tracking movement immediately, it may mean the package is still in transit, customs processing, or waiting for local-courier handoff.

If you have questions about tracking, contact us with your order number.

Shipping Information Changes

Please confirm your shipping address, recipient name, phone number, email address, and delivery requirements before placing the order. Incorrect or incomplete shipping information may cause delay, return, extra fees, or delivery failure.

  • Store or courier pick-up: if you need to pick up the package at a UPS, FedEx, or local courier location, tell us before shipment and confirm with the courier that the location can accept your package.
  • Address changes: contact us immediately if you need to change the delivery address. After shipment, address changes may depend on the courier and may not always be possible.
  • Delivery time changes: if you cannot receive the package at the courier’s estimated delivery time, contact the courier directly and also inform Ganova.

Delays, Damage, and Lost Packages

International shipping may be affected by production scheduling, carrier delays, customs inspection, weather, local holidays, strikes, regulatory changes, or other events outside Ganova’s direct control.

If delivery exceeds 60 working days after the confirmed order timeline without a valid exception, contact us so we can investigate and provide a suitable solution. Depending on the case, Ganova may offer a replacement, refund, store credit, or other compensation.

Special circumstances may not follow the standard delay timeline, including:

  • Products with special features, complex customization, implanted hair, special makeup, electric functions, or options that extend production time.
  • Orders waiting for customer confirmation, additional payment, missing information, address correction, or required customs documents.
  • Factory holidays, courier disruptions, customs inspection, weather issues, force majeure, or destination-country delivery restrictions.
  • Packages delayed, returned, abandoned, or lost because the recipient failed to clear customs, respond to courier contact, provide required information, or collect the package.

If a package or product arrives damaged, contact Ganova immediately with photos and videos of the outer box, shipping label, packaging, full product, and damaged area. If tracking shows delivered but you did not receive the package, contact the courier first to open an investigation and then inform us so we can assist.

Discreet Shipping and Disclaimer

Ganova uses discreet packaging whenever possible. The outer package will not show adult-product descriptions, product photos, or unnecessary sensitive wording.

Although Ganova works to arrange safe and discreet delivery, international shipping may still be affected by customs checks, import rules, courier inspection, local law, address issues, remote-area service limits, weather, public holidays, and other external factors.

By placing an order, you agree to provide accurate shipping information, cooperate with courier and customs requirements, and contact Ganova promptly if any delivery issue occurs.