FAQs
We have collected the most frequently asked questions from customers. If you have any other questions, please contact our customer service team.
Product related
What brands and materials are used for the dolls sold by xdollsoul?
We carry sex dolls from several internationally renowned brands, including WM Doll, YL Doll, SE Doll, and JY Doll. They're made primarily of two materials: TPE and silicone. TPE offers exceptional softness, flexibility, and cost-effectiveness, while silicone more closely resembles the texture of human skin, allowing for enhanced detail, high temperature resistance, and long-term use. Choose the material and brand that best suits your needs and budget.
What is the size and weight range of the dolls?
Our dolls range in height from 100cm to 175cm, and weigh between 20kg and 55kg, depending on height and material. Specifically:
- Small dolls: 100-130cm, approximately 20-30kg
- Medium dolls: 130-150cm, approximately 30-40kg
- Large dolls: 150-175cm, approximately 40-55kg
Please consider your space and carrying capacity before purchasing; large dolls may require two people to move.
Can the doll's appearance and physical features be fully customized?
Yes, we offer a wide range of customization options. You can customize your doll's hairstyle, hair color, eye color, skin tone, makeup style, and other appearance features. For physical features, you can choose breast size, hip shape, pubic hair style, and more. Advanced customization also includes special facial features, tattoos, and other personalized requests. Please note that customization options may increase production time and costs. Please check the product page for details of the customization options.
What material is the doll's frame made of? What is the range of motion of the joints?
All of our dolls feature a high-strength metal skeleton with a rust-resistant finish for durability. The precision-designed joints offer a wide range of motion: the neck rotates 180-360°; the shoulders move forward and backward; the elbows bend over 90°; the wrists rotate; the hips offer a wide range of motion, supporting a variety of poses; the knees bend; and the ankles adjust at different angles. When used correctly, the skeleton can withstand the stresses of normal use, but avoid excessive bending or applying extreme force.
Ordering & Payment
How to order products on the xdollsoul website?
The ordering process is simple:
1. Browse our catalog and select the doll you like.
2. Click "Customization Details" and select the customization options you desire.
3. Click "Add to Cart" and proceed to checkout.
4. Fill in your delivery address and shipping information.
5. Select your payment method and complete the payment.
6. Receive an order confirmation email and wait for production and shipment.
If you have any questions, please feel free to contact our customer service for assistance.
What payment methods are supported?
We support a variety of secure payment methods:
- Credit cards: Visa, Mastercard, American Express
- E-wallets: PayPal, Apple Pay, Google Pay
- Bank transfers: International bank transfers are supported (please contact customer service for details).
All payment information is processed via SSL encryption to ensure your payment security. Please note that some payment methods may incur additional processing fees.
Can I modify or cancel my order after placing it?
Order Modification and Cancellation Policy:
- Within 2 hours of payment completion, you can cancel your order free of charge and receive a full refund.
- Within 2-24 hours of payment completion, you can modify your order details free of charge.
- After 24 hours and before production begins (usually 48-72 hours), cancellations will incur a 30% handling fee.
- Once production begins, orders cannot be canceled, and major customization options cannot be modified.
If you need to modify or cancel your order, please contact our customer service team as soon as possible, and we will do our best to assist you.
Delivery & Receipt
Which countries and regions does xdollsoul ship to?
We offer shipping to most countries and regions worldwide, including the United States, Canada, the United Kingdom, EU countries, Australia, New Zealand, Japan, South Korea, and other major countries and regions. Before checking out, please enter your delivery address, and the system will automatically check if delivery is available. If your area is not within the delivery range, please contact customer service for solutions.
How long does it take to produce and ship an order?
Production and delivery times depend on the product type and your location:
- Standard products (no special customization): Production time 3-5 business days
- Custom products: Production time 7-15 business days
- Delivery time:
* United States and Canada: 5-7 business days
* Europe: 3-5 business days
* Australia and New Zealand: 5-8 business days
* Major cities in Asia: 3-6 business days
* Other regions: 7-14 business days
We offer expedited production and delivery services, which can shorten production time to 3-7 days and delivery time to 2-4 days for an additional fee.
Force majeure or external factors
While we strive to produce and deliver orders on time, the following exceptional circumstances may cause delivery delays, for which we are not responsible (these circumstances are considered force majeure or external factors):
Natural disasters or extreme weather events: Earthquakes, floods, typhoons, snowstorms, or other extreme weather events may disrupt production plant operations, logistics, or customs clearance, resulting in delays.
Customs or border delays: International orders may be delayed due to customs inspections, tariff changes, import restrictions, or documentation issues, especially for products involving specialized materials.
Supply chain disruptions: Raw material shortages, supplier delays, and global supply chain issues (such as port congestion or strikes) may extend production times.
Epidemics or public health events: Government epidemic prevention measures, quarantine requirements, or transportation restrictions may cause production and delivery delays.
Political or social events: War, strikes, terrorist attacks, political instability, or changes in government regulations may disrupt the logistics chain.
Third-party logistics issues: Internal issues with couriers or carriers, vehicle breakdowns, or peak-time congestion may cause delivery delays. Errors in customer-provided information: Incorrect addresses, invalid contact information, or changes to order details may result in reprocessing and delays.
If this occurs, we will notify you as soon as possible and provide an updated estimated timeframe or alternative options. Please note that these disclaimers do not affect your statutory rights, and we recommend purchasing shipping insurance for added protection.
How can I track my order logistics information?
After your order is shipped, we'll send you a tracking number and link via email. You can:
1. Click the tracking link in the email to view real-time shipping information.
2. Log in to your xdollsoul account, find the order on the "My Orders" page, and click "Track Shipping."
3. Visit the shipping company's website (such as DHL, FedEx, etc.) and enter the tracking number to track your shipment.
Shipping information is typically updated every 24 hours. If it hasn't been updated for an extended period of time or you have any questions, please contact our customer service.
What should I pay attention to when receiving the goods?
Please note the following when receiving your product:
1. Before signing for the package, inspect it for obvious damage or signs of being opened. If any issues are found, please refuse the package and contact us immediately.
2. After signing for the package, please unpack and inspect the product within 24 hours to ensure it is in good condition. We recommend recording the entire unboxing process in a video.
3. Inspect the product to ensure it matches the order description, including appearance, customization options, and accessories.
4. If you discover any issues, please contact customer service immediately and provide photo or video evidence.
5. Keep the original packaging; it is required for returns or exchanges.
Following these steps will ensure your rights are fully protected.
After-sales & warranty
How long is the warranty period provided by xdollsoul? What does the warranty cover?
We offer the following warranties:
- Frame Warranty: 12 months, covering frame breakage, joint failure, and other issues under normal use.
- Material Warranty: 3 months, covering cracking and tearing caused by non-human factors.
- Accessories Warranty: 1 month, covering quality issues with original wigs, clothing, and other accessories.
The warranty includes free repair or replacement of defective parts (round-trip shipping is required). Please note that the warranty does not cover damage caused by improper use, excessive use, or user modification.
If the product I received has quality problems or does not match the description, how do I apply for a return or exchange?
If the product you received has quality issues or does not match the description, please follow the steps below:
1. Contact us within 24 hours of delivery through "My Orders - Request Support" on our official website or email support@xdollsoul.com.
2. Provide your order number, a description of the problem, and clear photo or video evidence.
3. Our customer service team will review your request within 24 hours.
4. Upon approval, we will arrange a free return or full refund.
5. If you require a return, please return the product to the address and instructions provided by customer service.
Please note that used products are not eligible for returns or exchanges, and returns and exchanges for custom-made products are subject to specific conditions.
What is the price guarantee policy? If I find a price reduction after purchasing, can I apply for the difference?
We offer a 48-hour price guarantee: If the price of the same product on our website drops within 48 hours of your purchase (excluding limited-time promotions, discount codes, and special events), you can contact customer service to request a refund of the price difference.
Application process:
1. Provide your order number.
2. Provide a screenshot of the product's current price.
3. After verification by customer service, the price difference will be refunded to your original payment account within 3-5 business days.
Please note that this policy does not apply to customized, pre-owned, or special event items.
How to determine whether the damage is caused by product quality problems or improper user use?
Our professional team will conduct an evaluation based on the photos, videos, and product description you provide, taking into account the following:
- Common quality issues include: cracks present at the factory, broken welds, and obvious material defects.
- Common user misuse includes: breakage due to excessive bending, tearing due to excessive pulling, material damage due to improper cleaning agents, and component damage caused by self-disassembly.
The evaluation results will be notified to you via email. If you disagree, you can submit an appeal by providing additional evidence. The final decision rests with xdollsoul.
Privacy & Security
How does xdollsoul protect the privacy of its customers?
We take customer privacy very seriously and implement several measures to ensure the security of your information:
1. All personal information and payment data are transmitted and stored via SSL encryption.
2. We do not share your personal information with third parties unless required by law or necessary to fulfill your order.
3. Packages are packaged in completely neutral packaging, without any logos or branding, to protect your purchase privacy.
4. Invoices and transaction records only display neutral descriptions and do not include specific product information.
5. We regularly update our security systems to prevent information leaks.
You can view our Privacy Policy for more details.
Will there be any markings on the package indicating that it contains a sex doll?
No. We prioritize customer privacy. All packages are packaged in neutral packaging, similar to standard furniture or large toy packaging. There will be no logos, images, or text indicating a sex doll is inside. The sender information on the package label will be a neutral company name; it will not display xdollsoul or any other adult product-related information. We ensure that no one except you will know the contents of your package during the delivery process.
Is the website's payment system secure? Will my payment information be protected?
Yes, our payment system is highly secure. We use industry-leading encryption technology (SSL) to protect your payment information. All credit card and personal data is encrypted during transmission. We do not store your full credit card information; it is securely managed by professional third-party payment processors (such as PayPal and Stripe) that are compliant with PCI DSS (Payment Card Industry Data Security Standard). You can rest assured that your financial information is protected at the highest level when using our payment system.
Care & maintenance
How to properly clean and maintain a sex doll?
Proper cleaning and care can extend the lifespan of your doll:
1. Daily Cleaning: Use warm water and a mild, non-irritating soap to gently wipe the surface, avoiding any water seepage into the interior.
2. Private Area Cleaning: Use a dedicated cleaner or mild soapy water, and dry thoroughly after cleaning.
3. Drying: Gently pat dry with a soft towel, avoiding rubbing. A fan may be used to accelerate drying.
4. Daily Maintenance: Regularly apply special maintenance powder (for TPE dolls) or maintenance oil (for silicone dolls) to maintain the softness of the material.
5. Storage: Avoid direct sunlight and high temperatures. Use a dedicated stand or lay flat to avoid prolonged stress on the joints.
We provide detailed maintenance instructions and special cleaning and maintenance products, which can be purchased online.
Can the doll's makeup be changed or reapplied?
Yes, the doll's makeup can be changed or reapplied. Our dolls use professional makeup that is durable, but may fade with long-term use. You can:
1. Gently remove the existing makeup using a dedicated makeup remover.
2. Reapply makeup using makeup suitable for TPE/silicone materials; we recommend water-soluble makeup.
3. For a professional makeup application, please contact our customer service to schedule a professional makeup artist (additional fee applies).
Please be gentle when removing and applying makeup, and avoid rubbing too hard, which may damage the material. We offer doll-specific makeup sets on our website for purchase as needed.
How do I fix a doll's loose nails or eyelashes?
Loose nails and eyelashes are common and generally do not affect product quality. You can repair them yourself:
1. Loose nails: Carefully remove the loose nail. Apply special nail glue (included with the product or available separately) to the base of the nail, gently press it back into place, and let it dry completely for 24 hours.
2. Loose eyelashes: Carefully remove the loose eyelashes with tweezers. Apply a small amount of special eyelash glue to the base of the eyelashes and reattach them, avoiding contact with the doll's eyes.
Please use special glue; regular glue may damage the doll's material. If you are not familiar with this procedure, please contact customer service for a detailed video tutorial or send it back to us for professional repair (round-trip shipping is required).
How to store the doll correctly when not in use for a long time?
When storing dolls for a long time, proper storage methods can prevent material aging and deformation:
1. Thoroughly clean and dry the doll before storage, and apply an appropriate amount of maintenance powder or oil.
2. Wrap the doll in clean, acid-free paper or pure cotton cloth to avoid direct contact with plastic or synthetic materials.
3. Store in a cool, dry, and well-ventilated area, away from direct sunlight and high temperatures.
4. Use a dedicated stand or lay the doll flat to prevent prolonged bending or stress on the joints.
5. Regularly (every 1-2 months) inspect and turn the doll to change the stress points and prevent permanent deformation.
6. Avoid placing heavy objects on the doll.
Proper storage methods can effectively extend the life of the doll and keep it in good condition.
Product related
What brands and materials are used for the dolls sold by xdollsoul?
We carry sex dolls from several internationally renowned brands, including WM Doll, YL Doll, SE Doll, and JY Doll. They're made primarily of two materials: TPE and silicone. TPE offers exceptional softness, flexibility, and cost-effectiveness, while silicone more closely resembles the texture of human skin, allowing for enhanced detail, high temperature resistance, and long-term use. Choose the material and brand that best suits your needs and budget.
What is the size and weight range of the dolls?
Our dolls range in height from 100cm to 175cm, and weigh between 20kg and 55kg, depending on height and material. Specifically:
- Small dolls: 100-130cm, approximately 20-30kg
- Medium dolls: 130-150cm, approximately 30-40kg
- Large dolls: 150-175cm, approximately 40-55kg
Please consider your space and carrying capacity before purchasing; large dolls may require two people to move.
Can the doll's appearance and physical features be fully customized?
Yes, we offer a wide range of customization options. You can customize your doll's hairstyle, hair color, eye color, skin tone, makeup style, and other appearance features. For physical features, you can choose breast size, hip shape, pubic hair style, and more. Advanced customization also includes special facial features, tattoos, and other personalized requests. Please note that customization options may increase production time and costs. Please check the product page for details of the customization options.
What material is the doll's frame made of? What is the range of motion of the joints?
All of our dolls feature a high-strength metal skeleton with a rust-resistant finish for durability. The precision-designed joints offer a wide range of motion: the neck rotates 180-360°; the shoulders move forward and backward; the elbows bend over 90°; the wrists rotate; the hips offer a wide range of motion, supporting a variety of poses; the knees bend; and the ankles adjust at different angles. When used correctly, the skeleton can withstand the stresses of normal use, but avoid excessive bending or applying extreme force.
Ordering & Payment
How to order products on the xdollsoul website?
The ordering process is simple:
1. Browse our catalog and select the doll you like.
2. Click "Customization Details" and select the customization options you desire.
3. Click "Add to Cart" and proceed to checkout.
4. Fill in your delivery address and shipping information.
5. Select your payment method and complete the payment.
6. Receive an order confirmation email and wait for production and shipment.
If you have any questions, please feel free to contact our customer service for assistance.
What payment methods are supported?
We support a variety of secure payment methods:
- Credit cards: Visa, Mastercard, American Express
- E-wallets: PayPal, Apple Pay, Google Pay
- Bank transfers: International bank transfers are supported (please contact customer service for details).
All payment information is processed via SSL encryption to ensure your payment security. Please note that some payment methods may incur additional processing fees.
Can I modify or cancel my order after placing it?
Order Modification and Cancellation Policy:
- Within 2 hours of payment completion, you can cancel your order free of charge and receive a full refund.
- Within 2-24 hours of payment completion, you can modify your order details free of charge.
- After 24 hours and before production begins (usually 48-72 hours), cancellations will incur a 30% handling fee.
- Once production begins, orders cannot be canceled, and major customization options cannot be modified.
If you need to modify or cancel your order, please contact our customer service team as soon as possible, and we will do our best to assist you.
Delivery & Receipt
Which countries and regions does xdollsoul ship to?
We offer shipping to most countries and regions worldwide, including the United States, Canada, the United Kingdom, EU countries, Australia, New Zealand, Japan, South Korea, and other major countries and regions. Before checking out, please enter your delivery address, and the system will automatically check if delivery is available. If your area is not within the delivery range, please contact customer service for solutions.
How long does it take to produce and ship an order?
Production and delivery times depend on the product type and your location:
- Standard products (no special customization): Production time 3-5 business days
- Custom products: Production time 7-15 business days
- Delivery time:
* United States and Canada: 5-7 business days
* Europe: 3-5 business days
* Australia and New Zealand: 5-8 business days
* Major cities in Asia: 3-6 business days
* Other regions: 7-14 business days
We offer expedited production and delivery services, which can shorten production time to 3-7 days and delivery time to 2-4 days for an additional fee.
How can I track my order logistics information?
After your order is shipped, we'll send you a tracking number and link via email. You can:
1. Click the tracking link in the email to view real-time shipping information.
2. Log in to your xdollsoul account, find the order on the "My Orders" page, and click "Track Shipping."
3. Visit the shipping company's website (such as DHL, FedEx, etc.) and enter the tracking number to track your shipment.
Shipping information is typically updated every 24 hours. If it hasn't been updated for an extended period of time or you have any questions, please contact our customer service.
What should I pay attention to when receiving the goods?
Please note the following when receiving your product:
1. Before signing for the package, inspect it for obvious damage or signs of being opened. If any issues are found, please refuse the package and contact us immediately.
2. After signing for the package, please unpack and inspect the product within 24 hours to ensure it is in good condition. We recommend recording the entire unboxing process in a video.
3. Inspect the product to ensure it matches the order description, including appearance, customization options, and accessories.
4. If you discover any issues, please contact customer service immediately and provide photo or video evidence.
5. Keep the original packaging; it is required for returns or exchanges.
Following these steps will ensure your rights are fully protected.
After-sales & warranty
How long is the warranty period provided by xdollsoul? What does the warranty cover?
We offer the following warranties:
- Frame Warranty: 12 months, covering frame breakage, joint failure, and other issues under normal use.
- Material Warranty: 3 months, covering cracking and tearing caused by non-human factors.
- Accessories Warranty: 1 month, covering quality issues with original wigs, clothing, and other accessories.
The warranty includes free repair or replacement of defective parts (round-trip shipping is required). Please note that the warranty does not cover damage caused by improper use, excessive use, or user modification.
If the product I received has quality problems or does not match the description, how do I apply for a return or exchange?
If the product you received has quality issues or does not match the description, please follow the steps below:
1. Contact us within 24 hours of delivery through "My Orders - Request Support" on our official website or email support@xdollsoul.com.
2. Provide your order number, a description of the problem, and clear photo or video evidence.
3. Our customer service team will review your request within 24 hours.
4. Upon approval, we will arrange a free return or full refund.
5. If you require a return, please return the product to the address and instructions provided by customer service.
Please note that used products are not eligible for returns or exchanges, and returns and exchanges for custom-made products are subject to specific conditions.
What is the price guarantee policy? If I find a price reduction after purchasing, can I apply for the difference?
We offer a 48-hour price guarantee: If the price of the same product on our website drops within 48 hours of your purchase (excluding limited-time promotions, discount codes, and special events), you can contact customer service to request a refund of the price difference.
Application process:
1. Provide your order number.
2. Provide a screenshot of the product's current price.
3. After verification by customer service, the price difference will be refunded to your original payment account within 3-5 business days.
Please note that this policy does not apply to customized, pre-owned, or special event items.
How to determine whether the damage is caused by product quality problems or improper user use?
Our professional team will conduct an evaluation based on the photos, videos, and product description you provide, taking into account the following:
- Common quality issues include: cracks present at the factory, broken welds, and obvious material defects.
- Common user misuse includes: breakage due to excessive bending, tearing due to excessive pulling, material damage due to improper cleaning agents, and component damage caused by self-disassembly.
The evaluation results will be notified to you via email. If you disagree, you can submit an appeal by providing additional evidence. The final decision rests with xdollsoul.
Privacy & Security
How does xdollsoul protect the privacy of its customers?
We take customer privacy very seriously and implement several measures to ensure the security of your information:
1. All personal information and payment data are transmitted and stored via SSL encryption.
2. We do not share your personal information with third parties unless required by law or necessary to fulfill your order.
3. Packages are packaged in completely neutral packaging, without any logos or branding, to protect your purchase privacy.
4. Invoices and transaction records only display neutral descriptions and do not include specific product information.
5. We regularly update our security systems to prevent information leaks.
You can view our Privacy Policy for more details.
Will there be any markings on the package indicating that it contains a sex doll?
No. We prioritize customer privacy. All packages are packaged in neutral packaging, similar to standard furniture or large toy packaging. There will be no logos, images, or text indicating a sex doll is inside. The sender information on the package label will be a neutral company name; it will not display xdollsoul or any other adult product-related information. We ensure that no one except you will know the contents of your package during the delivery process.
Is the website's payment system secure? Will my payment information be protected?
Yes, our payment system is highly secure. We use industry-leading encryption technology (SSL) to protect your payment information. All credit card and personal data is encrypted during transmission. We do not store your full credit card information; it is securely managed by professional third-party payment processors (such as PayPal and Stripe) that are compliant with PCI DSS (Payment Card Industry Data Security Standard). You can rest assured that your financial information is protected at the highest level when using our payment system.
Care & maintenance
How to properly clean and maintain a sex doll?
Proper cleaning and care can extend the lifespan of your doll:
1. Daily Cleaning: Use warm water and a mild, non-irritating soap to gently wipe the surface, avoiding any water seepage into the interior.
2. Private Area Cleaning: Use a dedicated cleaner or mild soapy water, and dry thoroughly after cleaning.
3. Drying: Gently pat dry with a soft towel, avoiding rubbing. A fan may be used to accelerate drying.
4. Daily Maintenance: Regularly apply special maintenance powder (for TPE dolls) or maintenance oil (for silicone dolls) to maintain the softness of the material.
5. Storage: Avoid direct sunlight and high temperatures. Use a dedicated stand or lay flat to avoid prolonged stress on the joints.
We provide detailed maintenance instructions and special cleaning and maintenance products, which can be purchased online.
Can the doll's makeup be changed or reapplied?
Yes, the doll's makeup can be changed or reapplied. Our dolls use professional makeup that is durable, but may fade with long-term use. You can:
1. Gently remove the existing makeup using a dedicated makeup remover.
2. Reapply makeup using makeup suitable for TPE/silicone materials; we recommend water-soluble makeup.
3. For a professional makeup application, please contact our customer service to schedule a professional makeup artist (additional fee applies).
Please be gentle when removing and applying makeup, and avoid rubbing too hard, which may damage the material. We offer doll-specific makeup sets on our website for purchase as needed.
How do I fix a doll's loose nails or eyelashes?
Loose nails and eyelashes are common and generally do not affect product quality. You can repair them yourself:
1. Loose nails: Carefully remove the loose nail. Apply special nail glue (included with the product or available separately) to the base of the nail, gently press it back into place, and let it dry completely for 24 hours.
2. Loose eyelashes: Carefully remove the loose eyelashes with tweezers. Apply a small amount of special eyelash glue to the base of the eyelashes and reattach them, avoiding contact with the doll's eyes.
Please use special glue; regular glue may damage the doll's material. If you are not familiar with this procedure, please contact customer service for a detailed video tutorial or send it back to us for professional repair (round-trip shipping is required).
How to store the doll correctly when not in use for a long time?
When storing dolls for a long time, proper storage methods can prevent material aging and deformation:
1. Thoroughly clean and dry the doll before storage, and apply an appropriate amount of maintenance powder or oil.
2. Wrap the doll in clean, acid-free paper or pure cotton cloth to avoid direct contact with plastic or synthetic materials.
3. Store in a cool, dry, and well-ventilated area, away from direct sunlight and high temperatures.
4. Use a dedicated stand or lay the doll flat to prevent prolonged bending or stress on the joints.
5. Regularly (every 1-2 months) inspect and turn the doll to change the stress points and prevent permanent deformation.
6. Avoid placing heavy objects on the doll.
Proper storage methods can effectively extend the life of the doll and keep it in good condition.
Have questions? Contact us
We are committed to solving all your problems and responding within 24 hours to ensure a worry-free shopping experience
Customer Service Email: support@xdollsoul.com | Business Hours: Monday to Friday, 9:00 AM – 9:00 PM (GMT+0)
