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 info@denverdoll.com. Please read our Terms and Conditions and our Purchasing Options for more information before contacting us to see if they answer your questions.

Q1: How long will I have to wait to receive the BJD I just ordered?

A1: 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. Most manufacturers ship to us about 8-12 weeks from the time we place the order with them. However, some can take as long as 24-30 weeks. These manufacturers do the best they can to get our orders shipped promptly. Once we have the dolls in hand, we ship within 24 hours of receiving final payment.
We do not wait until you have your doll paid in full to place the order for your doll.

Q2: What if I order something and decide I don’t like the color or style? Can I return it?

A2: RETURNS for full refund are offered for damaged merchandise only (seam lines, sanding spots and mold marks are NOT considered damage). 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.  You are responsible for all shipping charges. We must receive the item in new condition. FINAL SALE – NO RETURN applies to ALL layaways or preorders. NO EXCEPTIONS. Please also see our Terms and Conditions.

Q3: Will it speed things along if I call or email every week requesting a status update?

A3: 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.

Q4: How do I know that you got my order?

A4: You will receive a confirmation of your order via email within a few minutes of successfully submitting an order.  If there is a problem with your order, we will contact you by email.

Q5: How will I know when my item has shipped?

A5: 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 package has shipped and give you a tracking number.  Please give tracking numbers 24 hours to update.

Q6: What if I have a question about my order?

A6: 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.

Q7: I placed my order late on Saturday afternoon…it’s now Sunday and I still haven’t heard back. What’s the deal?

A7: We close the shop at 4pm on Saturday afternoon and do not reopen until 10am on Monday.

Q8: Will I get my doll faster if I order it without face up?

A8: No, It generally will take the same amount of time.

Q9: Are all items on the website in stock?

A9:   In stock items are marked as “in stock” and items that will need to be ordered specifically for you will be marked as a “preorder”.

Q10: On international packages, will you declare a lower value on the package or mark them as a gift?

A10: 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”.

Q11: What if my doll box is damaged in shipping?

A11: We cannot be responsible for boxes damaged in shipping. Dings, bends, scratches, water damage…these are all things that are out of our control. If it’s raining the day your package is delivered or if your box falls out of the delivery truck and the corner of the box gets dented…this is not our fault. As long as the merchandise inside the box is undamaged, we can do nothing. Please also see our Terms and Conditions.

Q12: What if the doll head I order doesn’t match the body I already have? Or if the doll hands I just ordered doesn’t match the doll I’ve had for 6 months? Is this considered a defect or damaged merchandise?

A12: No. Let me be perfectly clear on this point, we do not guarantee a resin color match between different manufacturers’ dolls. Nor do we guarantee the resin will match on dolls ordered from the same manufacturer several month apart. There are dye lot differences in resin just like in fabrics. This is something we have no control over and are not responsible for.

Q13: Will my BJD face up look exactly like the photo of the doll on the web site?

A13: No. Each doll is hand painted. The artists are very professional, talented and experienced but the face up cannot be exactly duplicated. This is something we have no control over and are not responsible for.

Q15: What if I move before my preorder ships. How do I notify you of a change of address?

A15: You must email or call us with your new address! We always go by what’s provided on the “ship to” on the order and do not deviate unless instructed by the customer, even if your Paypal payment says differently. You need to specifically tell us that you have a new address.  If you update your account page the address will not show up on any outstanding orders.

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