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Help / FAQ |
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- Log In / My Account
- Payments
- Back-Order Policy
- Craftsmanship
- Shipping
- Returns & Guarantee
- Commissions
- Ball-jointed Dolls
Log In / My Account
When you complete the first checkout step, an account is created for you using the password you specified. Account holders gain the following benefits:
- View your previous orders and their status
- Express checkout for future orders
- Store additional shipping addresses
Your information is safe with us. You will not receive any emails from us unrelated to your order, unless you deliberately sign up for our special-offer newsletter. You are not added to any list during account creation or the checkout process.
Use the "Lost Password?" link to have a new password generated for you and sent to your email address.
Payments
We accept the following forms of payment:
- Credit Cards through Paypal
You do NOT need a Paypal account to use a credit card!
- Money Orders
For US and Canadian customers only.
- Checks
For US customers only.
Checks require up to two extra weeks to clear. For this reason, money orders are recommended when mailing payment. They can be obtained from your local post office, bank, Western Union, Walmart, and other retailers.
Credit cards are securely processed through Paypal. You do not need to sign up for a Paypal account to pay with your card. No hassle!
If you already hold a Paypal account, you may also pay via e-Check, Instant Transfer, or from your existing funds.
All payments must be sent in USD.
Back-Order Policy
Due to the nature of our products, we may be unable to obtain the specially-ordered materials required to complete your order. We try our best to keep the site up-to-date, but in the event of a sudden back-order, you will be notified and may have a choice of cancelling or changing the item, or waiting for it to be completed.
We will ship the back-ordered item separate from the rest of your order at no additional charge.
Craftsmanship
Most of our products are handcrafted to your specifications at the time of ordering. This may take about 2-14 days, depending on your place in line and any materials that need to be special-ordered.
Any on-going delays in this process will be noted on the site.
Please note, since each item is individually handmade, natural variations may occur.
Shipping
You may get a shipping estimate at any time by using the estimator under your shopping cart. Just enter your US zip code or country, and hit "Recalculate." The estimate will change as you add items to your cart.
We are proud to offer worldwide shipping via the USPS. The methods available depend on the weight of your order:
- Priority Mail: 2-3 days
- First Class: 3-7 days
- Parcel Post: 4-12 days
- Global Priority Mail: 4-7 days
- International Air - Letter: 5-14 days
- International Air - Parcel: 5-14 days
Please note that these are the estimated delivery times after your order is shipped out. Most of our products are carefully handcrafted to your specifications, and will require from 2-14 days to craft (wigs can take up to 3 weeks). Orders consisting solely of ready-made items usually ship within 1-3 business days.
You will be emailed when your order is shipped, and US customers will be provided with a tracking number.
International orders may be subject to customs fees. You are responsible for any customs fees incurred.
Returns & Guarantee
If you are unsatisfied with your purchase for any reason, you may return it for a refund (less shipping fees.) If the item arrives damaged, you may receive an exchange or repairs. Before submitting a return, please email us with your order number and describe the problem.
Criteria for refunds / exchanges:
- Return package is shipped via USPS (for US orders) and postmarked no later than 14 days after receiving your order
- Items are returned in unused condition in original packaging.
- You include a copy of your invoice.
Returns not meeting the above criteria may be subject to a refusal of credit, and will be dealt with on a case-by-case basis.
If the return is due to an error on our part (e.g., shipped the wrong item), we will refund your return postage (up to $5.00.)
Commissions
We are frequently available to take commissions. The current availability of this service is listed here.
If you like a design but do not see the color or size you want, or if you would like to have a completely original piece, please contact us at commissions@ctrl-alt-doll.com with your ideas, and we will get back to you ASAP with more details.
Ball-jointed Dolls
If you would like to learn more about the wonderful world of Asian ball-jointed dolls, there is a great FAQ available here:
Den of Angels - FAQ
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