Common Presale Questions

Start with the basics: size, weight, material, storage space, cleaning routine, and how much realism you actually need. A model that looks perfect in photos may be too heavy or too complicated for daily handling. For a first doll, a clear configuration and manageable weight usually matter more than adding every possible option. For a step-by-step beginner overview, see How to Choose Your First Sex Doll.

Check both height and weight, not just appearance. Larger dolls can be harder to move, clean, dress, and store. If you are buying for the first time, choose a size you can safely lift and handle by yourself.

Confirm the model, head, body, height, weight, material, skin tone, makeup, wig, selected options, shipping address, and contact details. Keep written confirmation of the order details so there is no confusion before production or shipment. You can also use our order checklist.

Many options may be available depending on the model, but not every combination is possible. Before production starts, contact us to confirm compatibility, appearance, and whether a custom request affects production time.

Lighting, camera settings, screen color, makeup, wigs, handmade finishing, and production batches can all change how a doll looks online. Product photos show the design; real-life or production photos are better for judging practical texture and proportion.

No. Some requests depend on the mold, material, structure, and safety of the finished doll. If an option is not compatible or not recommended, we will tell you before production.

Review every selected option before checkout and ask questions if anything is unclear. For custom orders, written confirmation is important. Pay special attention to body size, head choice, skin tone, makeup, wig, and structural options.

A reliable store should clearly explain product specifications, material, shipping, payment, cancellation rules, and support. Be careful with stores that use unrealistic images, avoid specific answers, promise every request without checking, or pressure you to pay quickly.

Not always. A price that looks unusually low may come with tradeoffs in material, accuracy, support, or delivery. Compare the full configuration, shipping terms, cancellation rules, and after-sales support before deciding.

Written communication protects both the customer and the seller. It creates a clear record of model choice, options, shipping details, and any special requests before production or shipment.

Save your order confirmation, selected options, payment receipt, support messages, and any production or shipping updates. These records are useful if you need help with an order issue later.

Orders cancelled within 24 hours may be eligible for cancellation, minus a 20% processing fee, bank processing fees, and any free outfits or gifts that have already been ordered and cannot be cancelled.

Cancellation more than 24 hours after purchase may be subject to a 50% processing fee, bank processing fees, and the cost of outfits or accessories that have already shipped or cannot be cancelled.

No. Cancellation is not possible for in-stock dolls or dolls directly delivered from EU, Canada, or US stock. In exceptional cases, the same conditions as cancellation after 24 hours may apply.

Yes. Orders are shipped in plain brown boxes with no sensitive product labels or external markings. For customs purposes, products may be declared as ?mannequin.? Learn more in the discreet packaging guide.

We work with trusted carriers including FedEx, DHL, and UPS. Once your order ships, you will receive tracking information so you can follow the delivery progress.

No. Shipping timeframes are estimates only and are not guaranteed. Weather, customs processing, carrier delays, mechanical issues, holidays, and Chinese New Year can all affect delivery time. See the shipping time guide for more context.

Customs rules vary by country. PRIMESEXDOLL does not provide refunds for products seized by customs. Please check your local import rules before ordering.

Refused packages and unclaimed packages are not refundable. Packages that are not picked up within the carrier timeframe, usually 3 to 7 days, cannot be refunded.

No. Once the doll has shipped, refunds are not possible and dolls cannot be returned. These products are intimate items and are often made or prepared specifically for the customer.

Record a full unboxing video before opening and inspecting the product. This video is important proof if anything is missing, damaged, or different from your order. Keep the box, labels, accessories, and packaging until everything has been checked.

Contact us immediately with photos, your unboxing video, order number, and a clear description of the issue. If a return is required for an eligible case, the product must be returned within the required timeframe.

Minor issues such as a loose fingernail, loose eyelash, small scratch, or small skin imperfection can often be fixed easily. For significant skin tears or eligible damage, contact support before attempting a repair.

Silicone and TPE feel and age differently. TPE is usually softer and lower in price, but it needs more regular care and is more likely to absorb oil or color from clothing. Silicone is usually easier to clean, holds detail well, and is often chosen for a more premium finish. For a deeper comparison, read the material guide.

Choose a weight you can move safely. A heavier doll may feel more realistic, but it can also be harder to lift, clean, dress, and store. Handling comfort is part of the buying decision.

Some head and body combinations are possible, but compatibility depends on neck connection, skin tone, proportion, and model design. Contact us before ordering if you want a specific combination.

They may not match exactly. Lighting, screen color, handmade makeup, and production batches can all create small differences. Confirm these details before production if they are important to you.

Standing feet can help when dressing the doll or taking photos, but they are not designed for long-term unsupported standing. Always support the doll properly and avoid leaving pressure on the feet for extended periods.

Clean contact areas with warm water and a mild cleaner, then dry the doll completely before storage. Do not use harsh chemicals, strong solvents, or abrasive tools. See the cleaning guide for step-by-step care.

Dark clothing, denim, low-quality wigs, leather-like materials, and some dyed fabrics can stain the surface. Wash new clothing first, test dark items when possible, and avoid long-term contact with dark fabrics.

Store the doll clean, dry, and away from direct sunlight, high heat, sharp objects, and heavy pressure. Keep joints in a relaxed position and avoid leaving the same area compressed for a long time. Read the storage guide for more tips.

Use water-based lubricant. Oil-based products can damage or age some materials and may make cleaning more difficult.

Small marks may be repairable depending on the material and location. Contact us with clear photos before attempting a repair. For larger tears, skeleton issues, or internal damage, do not attempt major repairs without support guidance.

For order questions and general support, contact info@primesexdoll.com. For press, media, stylist requests, or brand collaborations, contact prime@primesexdoll.com.

Include your order number, name, email address, product model, photos or videos if relevant, and a clear description of your question or issue. This helps us review your case faster.