FAQS

Our orders typically arrive within 7– 12 business days, depending on your location and chosen shipping method. Please note that holidays, weather conditions and peak shopping seasons can affect delivery times.

Yes, you can update your shipping address before your order is shipped.

Please contact our customer support team at cservice@joy-group.com as soon as possible, and be sure to include your order number and the updated shipping address in your email.

Once the order has been fulfilled, we are unable to make any changes.

Once your order has shipped, you’ll receive a confirmation email with a tracking link.

You can also click here and enter your order number or tracking number to track your shipment:

Simply follow the link to view real-time updates on your delivery status.

Yes, we offer international shipping to most countries.
Shipping fees and delivery times vary by destination and will be calculated at checkout.
For more information, please refer to our Shipping Policy.

If your tracking status shows “Delivered” but you haven’t received the package, please follow these steps:

• Check around: Look near your delivery location and ask neighbors or building management.
• Identify the carrier: Visit our Track Orders page to find your shipment details and the last-mile carrier.
• Contact the carrier: We recommend reaching out to them directly for the most accurate delivery details.

If you still can’t locate your package within 7 days of the marked delivery date, please contact our customer support team—we’re here to help!

• Judydoll is not liable for packages marked as "Delivered" by the carrier (especially when photo proof is provided). We do not issue refunds for confirmed deliveries.
• If your package is missing, please contact cservice@joy-group.com within 3 days so we can file a carrier claim on your behalf.
• Please note that carrier investigations take 30-45 business days. Once concluded, we may offer a replacement or a gift card.

• Please ensure your shipping address is complete and accurate when placing your order, including the street number, building number, apartment/unit number, and postal code.
• If a package cannot be delivered due to an incorrect or incomplete address provided by the customer, we are not responsible for the delivery failure and cannot offer a refund.
• If the package is returned to us, we can arrange a reshipment after confirming the correct address, but additional shipping fees may apply.

We only accept orders for personal use. Orders shipped to business or commercial addresses, such as offices, warehouses, restaurants, or hotels, may be restricted or canceled. If the carrier refuses delivery to such an address, we are not responsible for the delivery outcome. We recommend using a residential address.

To request a refund, please contact our customer support within 14 days of receiving your order. Make sure to include your order number and reason for the request — we’ll guide you through the next steps.

Yes, your order is fully protected. We guarantee safe delivery or your money back — including support for lost, damaged, or incorrect items.

Please keep the outer packaging and take clear photos of:

• the shipping label on the package,
• the label underneath after you peel off the top shipping label (this is very important for our investigation)
• all the items you received in the package.

Once you have the photos, please contact our customer support team and we’ll help resolve the issue as quickly as possible.

If the outer package appears damaged upon delivery, please record a short unboxing video showing the package being opened and the condition of the items inside, and let us know which items were damaged. This helps us quickly confirm the issue and arrange a resolution for you.Please contact our customer support team with the video, and we’ll assist you as soon as possible.

Yes, all payments on our site are 100% secure. We use encrypted checkout and PCI-compliant payment gateways to protect your information at every step.

To avoid online scams, always shop from official websites, check for HTTPS in the URL, avoid deals that seem too good to be true, and never share personal or payment info through email or unverified links.

Yes, your personal data is safe with us. We follow strict privacy policies and use secure encryption to protect your information at all times.

Our checkout process is highly secure. All transactions are encrypted using SSL technology, and we use trusted, PCI-compliant payment gateways to ensure your information stays protected.