FAQ ~ Frequently Asked Questions

Please read through the following most commonly asked questions about ordering a doll.  If you don't find the answer to your question here, just email us at questions@denverdoll.com

1.  Q:  How long will I have to wait to receive the BJD I just ordered?      A:  This is the most commonly asked question we get.  Here are the facts: When we order dolls from the various Korean/Chinese companies, the best we can do is estimate a shipping time. Due to the fluctuating volume of orders these companies get each month, it is impossible to know exactly how long it will take to produce the dolls and get them shipped to us. Most of the BJD companies are very small and BJDs are mostly made by hand. It is impossible for us to notify every customer with an update when we hardly get any information from the companies as it is. And if they spent all their time notifying us of changes, they would never have time to complete our orders! When we give you an estimate of how long it should take to get your doll in, it is based on the time frame of past orders that we have received over the last few months. This is not an exact science. Generally we can safely estimate that your order will be here in 6-8 weeks from the time we place the order with the manufacturer.  Sometimes it will be here sooner and sometimes it will take longer.  Sometimes much longer.  These manufacturers do the best they can to get our orders shipped promptly.  I can tell you that once we have the dolls in hands, we ship within 24 hours of receiving final payment. We order your doll when you order it from us (or within the next week or so) with at least a deposit received.  We do not wait until you have your doll paid in full to place the order with the manufacturer.

2.  Q.  How does your layaway work?      A.  You have 4 options for making payment.  (You choose your option on the "check out " page of our online order form).  These are your choices:       1.  Payment in full when you place the order.      2.   Deposit (20% approximately) when the order is placed and the balance due when           the item is ready to ship to you.  Unless you tell us differently, we will automatically           charge the balance when the item comes in and is ready to ship to you.      3.  3 month layaway (we divide the total into 3 equal payments, each due approximately           30 days apart.            If you are paying by credit card, we automatically charge each payment on the           due date.  If you are paying by Paypal, we will automatically send a Paypal           invoice on the payment due date.)      4.  4 month layaway (we divide the total into 4 equal payments, each due approximately           30 days apart.           If you are paying by credit card, we automatically charge each payment on the           due date.  If you are paying by Paypal, we will automatically send a Paypal            invoice on the payment due date.) We can also make special arrangements for you on large orders.  Just contact us before placing your order.  Payments can always be made early and your order can be paid off early anytime you desire.  If you want to divide the total into 2 payments, we can do that too.  Just email us or write in the comments box on the order form that you prefer 2 paymments.  **Please note:  We can not do a 3 or 4 payment layaway on orders that total less than $75.

3.  Q.  What happens if I cancel my layaway or preorder?      A.  Preorders and layaways are considered final sales.  You make a deposit, we hold the merchandise or order the merchandise specifically for you.  If you cancel your preorder for an item that has already been ordered for you, you will forfeit your deposit.  If you cancel your layaway, we will not only keep your deposit but we will also charge a 15% (that is 15% of the retail price) cancellation fee.  NO EXCEPTIONS

4. Q.  What happens if I forget to make a layaway payment?     A.  We take the worry of forgetting a payment off your shoulders.  If you have an item on layaway with us, we will automatically charge your credit card each month on the due date or send a Paypal invoice on the due date.  If the Paypal invoice isn't paid within a week or two, we will send you a reminder.  If there is no response after 30 days, we will considered the transaction null and void and cancel your layaway or preorder.  You will forfeit any monies paid.

5.  Q.  What if I order something and decide I don't like the color or style?  Can I return it?      A. RETURNS for full refund are offered for damaged merchandise only.  We will accept exchanges or will issue a store credit for other items returned within 15 days of purchase for the amount of the item less shipping charges plus you pay for the item's return.  FINAL SALE - NO RETURN applies to ALL layaways or preorders. NO EXCEPTIONS.

6.  Q.  Will it speed things along if I call or email every week requesting a status update?      A.  We do understand that you very anxious to get your order and have put down a deposit or paid in full for it.  Waiting isn't easy.  Believe me, we get excited about shipments arriving too!  However, we get no updates from the manufacturers until the shipment is packed and ready to be sent to us.  So there really are no updates until this time.

7.  Q.  How do I know that you got my order?      A.  You will receive a confirmation of your order via email within a few minutes of successfully submitting an order.  We will also send you a receipt in the mail if you preorder or layaway an order. If you order something that is in stock, we will get back to you either with a note in your Paypal invoice (if you chose that payment method) or with an email (if you specified a credit card for payment) giving you the status (that everything is in stock or what is out of stock) and the shipping charges.

8.  Q.  How will I know when my item has shipped?      A. If we have your correct email address (please double check it when you submit your order), our shipping service will automatically send you an email that your order is on the way.

9.  Q.  What if I have a question about my order?      A.  Email us with your full name (the name that was used when you placed the order) and what it is that you ordered.  All orders are filed under your last name.   We will get back to you as soon as possible.

10.  Q.  I placed my order late on Saturday afternoon....it's now Sunday and I still haven't heard back.  What's the deal?       A.  We close the shop at 5pm on Saturday afternoon and do not reopen until 10am on Monday.  No orders are processed or email answered on Sunday.  We are usually very busy on Mondays but we get to the orders in the order they were placed. We will get all weekend orders processed ASAP!

11.  Q.  Will I get my doll faster if I order it without face up?       A.  It will take the same amount of time.  Your "no face up" doll may be ready faster but the whole shipment is sent together with all the dolls with face ups.  They all arrive at the same time.

12. Q.  Are all items on the web site in stock?      A.  No...that would be impossible to manage.  I usually mark what is in stock with a red notation "in stock" by the item.   Or I will make a note at the top of a page "all items are in stock unless noted".  I also attempt to keep the web site updated daily but I do sometimes forget to mark an item as "sold out" or it sells out before I get a chance to update the web site.  Please bear with us....we try.

13. Q.  On international packages, will you under value the package and mark them as a gift?      A.  No, we must declare orders as "merchandise" with full value for Customs.  Anything less is illegal.  Please do not ask us to devalue or mark items as "gift".  All international orders are shipped insured for your convenience.

14. Q.  What does "Autopayment" mean?      A.  When you set up a layaway, we automatically charge your credit card or send a Paypal invoice each month on the payment due date.

Thank you for taking the time to read this important information.  We appreciate that you are considering placing an order with us!

Thank you for visiting our web site.  If you have any questions or comments please email us at info@denverdoll.com or call 303-733-6339