Shipping policy

Updated: March 17th, 2026

Thank you for your interest in our products! Below you will find all the details regarding our shipping destinations, costs, and delivery timelines.

1.Shipping Destinations

We currently ship to most countries and regions.

Free shipping worldwide and no extra fee.

Important Note: Pre-order and re-stock pre-order items cannot be combined with in-stock items.

Delivery Timeline: Estimated 12-15 business days after shipment.

2.Order Processing Time

Before your package is shipped, please allow time for us to prepare your order.

In-Stock Items: Most orders containing in-stock products are processed and shipped within 3 business days.

Handmade Doll Clothing: Orders containing handmade doll clothing may require additional processing time, but will be shipped within a maximum of 7 business days.

3.Packaging & Post-Receipt Check

Your order will be carefully packaged to protect delicate plush accessories and DIY components. Please:

Inspect the package upon arrival for visible damage to the outer box.
Verify all included items against your order summary (e.g., extra buttons, fabric scraps, or themed tags for DIY projects).

If you notice damaged products or missing accessories, kindly contact our customer service team within 7 days of delivery. Provide your order number and photos of the issue, and we’ll arrange a replacement or refund promptly.

4.Pre-Sale Product Status

Our pre-sale items are products whose samples have been fully developed and finalized. These items are currently awaiting mass production. This means the design, specifications, and quality standards have been confirmed based on the completed samples. By offering these items for pre-sale, we aim to gauge customer interest and plan our production volume more accurately.

5.Estimated Completion Timeframe

The estimated timeframe for mass production completion is clearly marked on each product's page. Generally, this process takes approximately 1 to 3 months from the date of your pre-order. This period encompasses the entire production cycle and quality checks before shipping. Please note that this is an estimated timeline, and we will make reasonable efforts to keep you informed of any significant changes.

6.Ordering Process for Pre-Sale Items

Placing an Order: By placing a pre-order, you are reserving a unit from our first production batch.

Payment: Your payment method will be authorized at the time of order, but please check the product page for specific payment terms (e.g., whether a full charge occurs immediately or later).

Order Confirmation: You will receive an order confirmation email detailing your purchase and the indicated timeframe.

7.Communication

We are committed to providing transparent communication throughout the waiting period. If there are any substantial updates or changes to the projected timeline that affect your order, we will notify you via the email address associated with your account.

8.Limitations of Liability

While we strive to adhere to the estimated timelines, you acknowledge that occasional delays in production or logistics may occur due to unforeseen circumstances beyond our reasonable control. In such cases, our liability shall be limited as permitted by applicable law. We appreciate your understanding and patience.

9.Your Rights

You retain the right to cancel your pre-order before the item enters the shipping process, in accordance with our standard cancellation policy. Once the product moves to the shipping stage, our regular Return and Refund Policy will apply.

10.Need Help?

For tracking updates, shipping queries, or post-delivery support, reach out to us at:

Email: service@soft-friend.com
Order page: Check your confirmation email for a direct “Track Shipment” link.