FAQ

UnitedDolls is one of the most brand-complete alliance platforms—built to stay current, accurate, and privacy-first through brand onboarding.

We bring multiple high-quality sex doll websites into one place—such as Zlovedoll, Mailovedoll, Sensidolls, and Heaven Dolls—so you can browse, compare, and purchase with confidence.

Learn more about brand onboarding or contact support.

No. UnitedDolls is neither a single brand’s official website nor a typical authorized reseller.

We are an alliance platform built around brand onboarding, making it easier to compare brands, verify information, and manage after-sales workflows with clearer communication.

✔ Brand-complete selection (one platform)
Compare multiple high-quality brands in one place with structured options and clearer differences.

✔ Always current, accurate information
Through brand onboarding, we keep catalogs, options, and policies updated as brands release new models and changes.

✔ Privacy-first experience
We prioritize discreet shipping/packaging and privacy-first billing options where available.

✔ Efficient support + brand coordination
We help coordinate factory/brand communication, logistics follow-up, and after-sales handling. If you have a question, contact us.

✔ Brand-complete selection (one platform)
Compare multiple high-quality brands in one place with structured options and clearer differences.

✔ Always current, accurate information
Through brand onboarding, we keep catalogs, options, and policies updated as brands release new models and changes.

✔ Privacy-first experience
We prioritize discreet shipping/packaging and privacy-first billing options where available.

✔ Efficient support + brand coordination
We help coordinate factory/brand communication, logistics follow-up, and after-sales handling. If you have a question, contact us.

Yes. We prioritize discreet outer packaging and neutral shipping labels where possible, so the parcel does not disclose the product category.

If you have an order: provide order number + destination country/region.

For after-sales issues: include clear photos/videos (outer box + inner packaging + issue close-up + a short video if needed).

If you haven’t ordered: send the model link(s) + your preferences (budget, height/weight, material, key options).

Contact us

Both materials can look realistic, but they feel and behave differently. Here’s a practical comparison:

1) Budget
- TPE: usually more budget-friendly for the same size/model.
- Silicone: typically costs more, especially for higher detail and premium finishes.

2) Softness & skin feel
- TPE: often softer and more “elastic” with a very skin-like touch.
- Silicone: tends to feel a bit firmer, but can offer excellent realism in surface detail.

3) Maintenance & cleaning
- TPE: needs more careful daily care; keep it clean and fully dry after use. Be more cautious with staining and long-term contact with dark fabrics.
- Silicone: generally easier to maintain and more forgiving for everyday cleaning habits.

4) Stain resistance
- TPE: more likely to absorb dye from dark clothing/bedding; prevention is important.
- Silicone: usually more stain-resistant (still best to avoid prolonged contact with dyed fabrics).

5) Long-term use
- TPE: very comfortable feel, but requires careful handling to keep the surface in best condition over time.
- Silicone: often preferred by customers who want lower-maintenance ownership and long-term stability.

How to choose (simple rule):
- Choose TPE if you want a softer feel and better budget value and you’re okay with more careful maintenance.
- Choose Silicone if you want easier maintenance, better stain resistance, and premium detail, and budget allows.

Use water-based lubricant.

Avoid oil-based, petroleum-based, or silicone-based lubricants unless the brand explicitly confirms compatibility.

If you don’t have one yet, you can add our water-based lubricant to your order for the safest, easiest choice.

Yes. Except for in-stock products from our US and EU warehouses, other sex dolls support personalized customization, including both free and paid options.

Free options commonly include eye color, wig style, skin tone, and areola color/size, etc.

Paid options commonly include standing function, upgraded skeletons, heating systems, motorized features, etc.

Available customization options may vary depending on the brand and model.

Both. In-stock items are ready to dispatch from local warehouses (US/EU, depending on the listing). Made-to-order / custom items start production after purchase and require a production cycle.

Customized/made-to-order products are typically produced and shipped from China after QC and packaging. The exact route depends on brand and destination.

Production time varies by brand, material (TPE vs silicone), makeup complexity, and customization.

View production time details or contact support for an accurate estimate (send model + options + destination).

Changes are usually only possible before production starts. Once production begins, modifications may be limited or not possible.

Contact Support ASAP

Yes. For custom orders, once production is completed, we will provide factory photos of the finished doll for your confirmation.

After you approve the photos, we will arrange shipment promptly to ensure everything meets your expectations.

In-stock means the item is already available in a US/EU warehouse and can be dispatched without waiting for a full production cycle (still subject to final check and packing).

Usually yes. Ready-to-ship items are already stocked in our US or EU warehouses and can usually be delivered within 3–7 days after dispatch.

Made-to-order items require production before shipping, so the overall process takes longer. Shipping typically takes around 5–10 days (depending on the destination) after the order is completed and dispatched.

No. In-stock dolls have fixed configurations and cannot be changed in overseas warehouses.

If you need custom options, please choose a made-to-order/customized doll instead: Customization & options or contact support.

In-stock items are sold as the specified configuration, but there can be small batch differences (e.g., makeup finish or slight tone variance).

If you need confirmation of specific details, you can request photos before purchase: contact support.

Yes. We can provide additional confirmation photos for in-stock items—just ask.

Request photos

Return eligibility depends on the returns policy and item condition (unopened/unused). Customized orders are typically excluded from standard returns.

View returns policy or contact support.

Yes. We currently have US warehouse and EU warehouse in-stock options (brand-owned stock).

If you choose an in-stock listing from a local warehouse, dispatch is typically faster than made-to-order.

It depends on what you purchase:

In-stock items ship from US/EU local warehouses
Customized/made-to-order items usually ship from China after production and QC.

Common carriers include FedEx, UPS, and DHL. The final carrier and route depend on destination, warehouse location, and channel availability.

Some routes use a first-leg logistics provider and the main carrier scan appears later. It’s normal for tracking to show no results for a period after dispatch on certain channels.

Yes. We prioritize discreet packaging and neutral labels where possible, so the parcel does not disclose the product category.

In most cases, customs clearance and taxes are included.

Only in very rare cases will a customer need to handle clearance/taxes personally. If that happens, we will inform you by email in advance.

Carriers may display dimensional/volumetric weight or system-estimated weight used for billing. Packaging size and routing rules can cause differences.

Yes. We prioritize discreet outer cartons and neutral labels where possible, to avoid disclosing the product category.

We aim to use neutral descriptions and discreet labeling practices where possible. Exact label format may vary by shipping route and carrier requirements.

Yes. Your billing statement is discreet and confidential.

We accept: Credit Card, Debit Card, PayPal, Afterpay, Klarna, Wallets, and Bank Transfer.

Common reasons include bank risk control on high-value/cross-border payments, billing address mismatch, insufficient funds/limits, or browser/network issues.

We prioritize secure checkout practices. For safety, only pay via official checkout pages and never share full card details via chat/email.

Installment availability depends on your country/region and provider rules. If you don’t see it at checkout, please contact support.

Contact support

Within 2 hours: full refund (excluding credit card processing fees). Within 6 hours: 80% refund (excluding fees). Within 6–24 hours: 60% refund (excluding fees). Older than 24 hours: non-refundable.

View full policy

It depends on the type of customization.

Non-cancellable: Orders that involve re-molding / re-opening the mold (made specifically to your requirements) cannot be cancelled once confirmed.

Regular option customizations: If it is only selecting standard options (for example, preset options that do not require re-molding), cancellation may still be possible before production starts.

If you’re not sure which type your order is, contact us with your order number and the exact customization details.

Refunds typically take 3–10 business days to be returned to your account. The exact arrival time depends on your bank/payment provider.

If there is no problem with the goods and the package has not been opened, the goods can be returned within 3 days of receipt. Shipping costs are borne by the customer.

Please contact us first to confirm return details before sending anything back.

Contact us within 24 hours of receiving the package and provide clear photos and videos of the issue. If the package is severely damaged, please also file a claim with the carrier after delivery.

We will assess the situation and arrange a refund or replacement based on the condition of the item. For minor issues, we will provide a repair kit and guidance to help resolve the problem.

Working Hours (NY): Fri–Tue 17:00—24:00

Pre-sales support:
- Recommend suitable brands/models based on your budget and preferences
- Explain differences in materials (TPE vs silicone), size/weight, and key options
- Confirm in-stock availability and discreet shipping expectations
- Help check compatibility for accessories (wigs, eyes, inserts/parts)

After-sales support:
- Order status follow-up, tracking assistance, and delivery coordination
- Damage/defect handling: guide you to collect evidence and propose solutions
- Missing parts/incorrect items verification and resolution
- Care guidance for cleaning, storage, and safe handling/posing

If you contact us outside working hours, we will reply as soon as we are back online.

👉 Online Chat Support 📧 Email Support

Usually: photos of the outer box (all sides), inner packaging, the issue close-up photos, and a short video demonstrating the problem. The clearer the evidence, the faster we can confirm solutions.

Contact support

Please document the parcel condition immediately with photos/videos. If the damage is severe, keep all packaging and contact the carrier if instructed.

Then contact us within 24 hours so we can help evaluate next steps: contact support.

Contact us within 24 hours after signing for it with photos/videos and packing details. Depending on verification, we may arrange parts, repair kit, replacement, or refund handling.

Yes—this is a core benefit of our alliance platform. Tell us your priorities (realism, softness, durability, budget, weight limit) and we’ll recommend suitable brands/models and explain tradeoffs.

Get recommendations

Move joints slowly and support the joint you’re adjusting. Avoid forcing extreme angles. If something feels stuck, stop and contact support for safe handling guidance.

Below is a simple routine most customers follow. Always be gentle and avoid harsh chemicals.

After each use (recommended):
1) External cleaning: Use lukewarm water + a small amount of mild soap. Clean with your hands or a very soft cloth/sponge.
2) Rinse: Remove soap residue completely.
3) Dry thoroughly: Pat dry with a clean towel, then let the surface air-dry. Make sure folds/creases are fully dry.

Internal channel cleaning (if applicable):
1) Rinse gently with clean lukewarm water (do not use high pressure).
2) If needed, use mild soap and rinse again until fully clean.
3) Drying is key: remove moisture as much as possible and allow extra air-drying time.

Ongoing care tips:
- Avoid prolonged contact with dark/dyed fabrics to reduce staining risk.
- Keep the doll away from heat and direct sunlight.
- Handle joints slowly; avoid forcing extreme poses for long periods.
- If you use powder (for some materials), apply lightly only when the surface is fully dry.

If you want a simple setup, you can add our cleaning/care accessories to your order (recommended for easier daily maintenance).

Dark fabrics and dyes can transfer color. Use light-colored clothing, wash garments before use, avoid prolonged contact with dyed materials, and keep the surface clean and dry.

We do not recommend harsh chemicals unless the brand specifically approves them for your doll’s material. When in doubt, use mild soap and water.

Store the doll in a cool, dry place away from sunlight and heat sources.

Key storage rules:
- Avoid long-term pressure on the same area (to reduce dents/marks).
- Avoid contact with materials that can stain (especially dark fabrics). Use light-colored, clean covers.
- Make sure the doll is completely dry before long-term storage.

Recommended storage methods:
- Use a dedicated stand to reduce pressure points and make handling safer.
- For some setups, a hanging hook system can help distribute weight and prevent deformation (only if used correctly and safely).

We offer stands/hooks and storage accessories—you can add them to your order if you want the safest long-term solution.

When moving the doll, support it with both hands by holding the head and hips/torso to keep the body balanced. Avoid pulling or lifting the doll by the arms, legs, or joints.

Do not drag the doll on the floor or apply force to a single point, as this may cause damage.

Move it gently and steadily to ensure safe handling.

Avoid keeping the joints in overly bent or unnatural positions for long periods, as this can increase pressure on the internal skeleton.

Do not force or twist the joints beyond their natural range of motion. Movements should always remain smooth and within a safe range.

When posing or adjusting, try to distribute the weight evenly instead of putting pressure on a single joint such as the wrists, knees, or shoulders.

Handle the doll gently during daily use and change poses regularly to help extend the lifespan of the skeleton and joints.

Yes, we provide factory photo display pages, and each brand has its own dedicated brand introduction page.

You can view real factory images and detailed brand information to better understand product sources and the latest brand updates.

Contact support immediately. If the order has not been shipped yet, we can update the information for you. If it has already been shipped, we will do our best to assist you in coordinating with the carrier to resolve the issue.

Yes, we offer a variety of accessories and spare parts, including cleaning items, clothing, replacement heads/wig/eyes, repair parts, enhancement parts, and storage solutions.

If you need help choosing compatible items, feel free to contact us.