PLAYER SUPPORT / FAQ
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Popular: Shipping · Order Tracking · Returns · Product Care
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MOST ASKED
Quick answers to the questions we hear most.
Can I cancel my order?
Contact OVODOLL Support as soon as possible with your order number. Cancellation may be requested before the order has shipped or entered production. Made-to-order or customized products may not be cancellable after production begins. See the Refund Policy for the full terms.
How long does shipping take?
Delivery timing depends on the product, destination, processing status, carrier, and customs. Check the Shipping Policy and your order confirmation for the information currently applicable to your order.
How can I track my order?
Once your order has shipped, you’ll receive a tracking number. Enter it on 17TRACK to view the latest available shipping and delivery updates. If you cannot locate the number or the status looks unusual, contact OVODOLL Support with your order number.
Is my order shipped discreetly?
Yes. OVODOLL ships orders in plain, discreet outer packaging without explicit product imagery or sensitive product details displayed on the outside. Required carrier, shipping, or customs labels may still appear on the parcel.
What is the difference between TPE and silicone?
TPE is generally softer and more flexible, while silicone is typically firmer and more structured with stronger sculpted detail. Neither material is maintenance-free, and exact feel, construction, and care requirements vary by product.
How should I clean my product?
Clean the product before and after use according to its material-specific instructions. Use compatible care products, rinse away residue where appropriate, and dry every surface thoroughly before storage.
EVERYTHING YOU NEED TO KNOW
Browse answers by topic and get the details you need.
ORDERS & PAYMENT
Checkout, payment, discounts, and order updates.
How can I place an order?
Choose a product, select the available options, add it to your cart, and follow checkout. Review your shipping details before you submit the order.
What payment methods do you accept?
The payment methods currently available to you are shown securely at checkout. Availability can vary by country, currency, and payment provider.
Can I change my order after placing it?
Contact OVODOLL Support as soon as possible with your order number and the change you need. Changes are not guaranteed once an order has entered processing or shipping.
Can I cancel my order?
Contact OVODOLL Support as soon as possible with your order number. Cancellation may be requested before the order has shipped or entered production. Made-to-order or customized products may not be cancellable after production begins. See the Refund Policy for the full terms.
Why was my payment declined?
A bank or payment provider may decline a payment for security, billing-address, limit, or verification reasons. Check the details you entered, contact your provider, or try another method shown at checkout.
Can I use a discount code?
Enter an eligible discount code in the designated field at checkout. Code terms, exclusions, and whether offers can be combined depend on the promotion.
SHIPPING & DELIVERY
Delivery, tracking, customs, and discreet arrival.
How long does shipping take?
Delivery timing depends on the product, destination, processing status, carrier, and customs. Check the Shipping Policy and your order confirmation for the information currently applicable to your order.
Do you ship internationally?
OVODOLL ships to many international destinations. Some locations in Africa and the Middle East may be restricted. Availability depends on the product, destination, and shipping route and is confirmed at checkout. Contact OVODOLL Support before ordering if you are unsure.
How can I track my order?
Once your order has shipped, you’ll receive a tracking number. Enter it on 17TRACK to view the latest available shipping and delivery updates. If you cannot locate the number or the status looks unusual, contact OVODOLL Support with your order number.
Is my order shipped discreetly?
Yes. OVODOLL ships orders in plain, discreet outer packaging without explicit product imagery or sensitive product details displayed on the outside. Required carrier, shipping, or customs labels may still appear on the parcel.
Will I need to pay customs duties or taxes?
When a duty-paid route is available for your order and destination, customs clearance and applicable import duties are included in the shipping service. Other routes may require you to assist with customs clearance or pay local duties and taxes. Review the Shipping Policy or contact OVODOLL Support for route-specific guidance.
What happens if my package is delayed?
Check the latest carrier scan first. Weather, customs, peak periods, and local delivery conditions can cause delays; contact OVODOLL Support if the delivery is materially outside the estimate shown for your order.
What should I do if tracking stops updating?
Check 17TRACK for the latest available update. Carrier scans can pause between facilities or during a local-carrier handoff. Allow time for the next scan, then contact OVODOLL Support with your order number if the status remains unchanged.
RETURNS & REFUNDS
Return eligibility, damaged items, and refund requests.
What is OVODOLL's return policy?
You may request an eligible return within 15 days after receiving your order. The product must remain unused, in its original condition, with the original packaging and hygiene seals intact. Review the Refund Policy and contact OVODOLL Support before sending anything back.
Can intimate products be returned?
Products sealed for health protection or hygiene reasons are not eligible for return after the hygiene seal has been removed or broken, unless they arrived damaged, defective, or incorrect. Used, worn, washed, or intimate-contact products are also generally ineligible, subject to applicable law.
What should I do if my product arrives damaged?
Photograph the product and packaging as received, keep all materials, and contact OVODOLL Support promptly with your order number. The team will review the issue under the current Refund Policy.
How do I request a refund?
Start by reviewing the Refund Policy, then contact OVODOLL Support with your order number and the reason for your request. Do not send an item back until return instructions are confirmed.
How long does a refund take?
For successfully cancelled orders that have not shipped or entered production, OVODOLL normally processes approved refunds within 1–3 business days. For approved returns, refunds are normally processed within 3–5 business days after inspection. Your bank or payment provider may need additional time to post the funds.
What if I received the wrong item?
Keep the item and packaging in their received condition, take clear photos, and contact OVODOLL Support with your order number. The team will verify the shipment and provide next steps.
PRODUCTS & MATERIALS
Materials, product types, dimensions, and compatible accessories.
What is the difference between TPE and silicone?
TPE is generally softer and more flexible, while silicone is typically firmer and more structured with stronger sculpted detail. Neither material is maintenance-free, and exact feel, construction, and care requirements vary by product.
Which material is softer: TPE or silicone?
TPE is generally the softer and more yielding material. Silicone usually feels firmer and holds fine surface detail well, though softness varies by formulation and product design.
How do I choose the right product?
Start with product type, dimensions, material, weight, and the care routine that fits your space. Compare TPE Dolls, Silicone Dolls, Torso Sex Dolls, and Pocket Pussies using the specifications on each product page.
What are OVODOLL products made from?
Materials vary by product and may include TPE, silicone, and structural components. Use the material and specification details on the individual product page as the source for a specific item.
Do products have a noticeable smell?
New material can have a noticeable scent when first unpacked, especially with some TPE formulations. Ventilate the product in a private, clean area and follow its care guidance; intensity varies by item.
Are product dimensions measured manually?
Product dimensions may be measured manually, so small variations can occur. Review the product page measurements and allow for reasonable manufacturing and measuring tolerances.
What accessories should I use with my product?
Choose accessories that are compatible with the product’s material and follow its care instructions. Browse the current Accessories collection for available care items, and use the Cleaning & Maintenance guide for material-specific care guidance.
CARE & STORAGE
Simple routines for cleaning, drying, and safe storage.
How should I clean my product?
Clean the product before and after use according to its material-specific instructions. Use compatible care products, rinse away residue where appropriate, and dry every surface thoroughly before storage.
How often should I clean it?
Clean your product before first use and after each use. A regular inspection before storage also helps you catch trapped moisture, residue, or surface changes early.
How should TPE products be stored?
Store TPE in a cool, dry place away from sunlight, heat, dyes, and prolonged pressure. Avoid contact with incompatible materials and follow the support and powdering guidance provided for the product.
How should silicone products be stored?
Store silicone clean and completely dry in a cool, shaded location. Avoid sharp objects, prolonged compression, and contact with materials or accessories that are not confirmed compatible.
Can I use any lubricant?
No. Use a lubricant that is confirmed compatible with your product’s material. Water-based lubricant is commonly compatible with many intimate products, but always check the product instructions before use.
How do I keep TPE products in good condition?
Keep TPE clean, dry, supported, and away from heat, sunlight, stains, and incompatible materials. Use only compatible care products and follow any product-specific maintenance instructions.
How do I dry the inside of a product?
Drain and gently remove surface moisture, then use a clean, lint-free method or a compatible drying accessory. Make sure internal channels are fully dry before storage; do not use damaging high heat.
Can I use a heating rod?
Only use a heating rod that is designed for the product and follow both products’ instructions. Never exceed recommended temperature or heating time, and do not leave heating equipment unattended.
PRIVACY & DISCRETION
Plain packaging, secure checkout, and personal information.
Is my package discreet?
Yes. Orders are sent in plain outer packaging without explicit product imagery or sensitive product details displayed on the outside. Required carrier, shipping, or customs labels may still appear on the parcel.
Will OVODOLL appear on the outside of the package?
The exterior is intended to remain discreet and does not display explicit product details. For the latest packaging specifics, review the Discreet Shipping page or ask Support before ordering.
What information appears on my shipping label?
A shipping label includes the information required by the carrier and destination authorities. Exact sender and customs information can vary by route, so contact Support before ordering if you need confirmation.
How does OVODOLL protect my personal information?
OVODOLL handles personal information according to its current Privacy Policy and uses it for purposes such as order processing, service, security, and legal compliance.
Is my payment information secure?
Checkout is processed through Shopify and the payment providers offered for your order. Review the Privacy Policy for how personal information is handled and use a trusted connection when checking out.
What appears on my payment statement?
Billing descriptors may vary depending on the payment provider. Please contact OVODOLL Support if you need confirmation before ordering.
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