My Robot Doll® F.A.Q.
Welcome to our FAQ. Below, you’ll find answers to the most common questions we receive from our clients. To navigate through the sections, simply click on the topic that best fits your question.
My Robot Doll Information
My Robot Doll is a Belgian company founded in 2020, dedicated to providing premium customer service tailored to our clients’ needs in their search for the perfect artificial companions. For more information, please visit our About Us page.
My Robot Doll is an authorized global online retailer with a carefully curated selection in the doll industry. We maintain close relationships with the brands we offer, ensuring that all products on our website are authentic, custom-made, and delivered directly from the factories. In-stock dolls are dispatched directly from doll makers’ warehouses located in California, USA, or from our own warehouse in Belgium.
My Robot Doll online store is open 24/7 and operating normally.
We recommend reaching out to us via email at [email protected] for any inquiries. Our dedicated customer service team is available to assist you from Monday through Friday from 8:00 AM to 6:00 PM CET (2:00 AM to 12:00 PM ET). We strive to respond to all queries within one working day.
User Account & Password
If you already have an account, we suggest double-checking your details like your address and phone number to ensure everything is up to date from your last order, and make any necessary adjustments if needed.
Once you’re logged in and your info is verified or modified, you can go ahead and place your order. Just be sure to review everything at checkout to ensure it’s all correct. If you are experiencing trouble with modifying your details, please don’t hesitate to reach out to us at [email protected] prior to the doll shipment. Please note that after the doll has been shipped, we cannot change any information for you.
Creating an account is not required to place an order on My Robot Doll, but we highly recommend it for your convenience and ours in the future. With an account, you can easily keep track of your information in one place.
When you’re ready to check out, you have the option to either log in if you already have an account or proceed without logging in. Simply enter your shipping and billing address, along with your payment details, you’ll be asked to review the order and then complete the purchase.
Creating a new user account is simple. Just click on the “person” icon at the top of any My Robot Doll webpage and select “CREATE ACCOUNT”.
To set up your account, you’ll need to provide your name, email address, and a personal password. You can edit this information whenever you like. Rest assured, your details are kept confidential and will not be shared with third parties.
To update your personal information, log into your My Robot Doll user account and click on “Account Details”. From there, you can view and make changes to all of your information.
If you forget your password, don’t worry! You can click on the “person” icon at the top of any My Robot Doll webpage, then select “Did you forget your password?”, and enter your email address. Within a few minutes, you’ll receive an email with a link to reset your password.
Orders
For detailed information on how to place an order, we recommend visiting our dedicated video. We also have a page about the ordering process, outlining the steps involved on our website. This page is conveniently divided into sections for custom orders and in-stock orders. Depending on your specific situation, one of these sections will be particularly relevant to you.
If you have any further questions or need assistance, please don’t hesitate to reach out to us at [email protected].
Yes. On the checkout page, you can add an official UPS or FedEx pickup point as delivery address, and specify which carrier the pickup point belongs to in the order notes.
⚠️ Important: Do not select a partner shop or third-party location, as they may refuse the package due to its size. Make sure to choose an official FedEx or UPS pickup location only.
Please note: Once the doll has been delivered to the pickup point, its handling and collection become your responsibility.
After placing your order, you have a 24-hour cooling-off period during which you may cancel or modify your purchase. Please note that cancellations within this timeframe are subject to a standard cancellation fee, which includes a $100 transaction charge + 7% of the total order amount. Should you choose to cancel, we will issue a refund for the order amount minus the cancellation fee, using the same payment method originally used for the purchase.
To minimize waiting time, we will forward your order to the factory for production once the 24-hour period has passed. Once production has begun or the package has been dispatched, we are unable to cancel your order. Please consider your selections carefully to ensure they meet your needs.
To ensure your order meets your expectations, please carefully review your selections before finalizing your purchase. If you need to make any modifications, kindly consolidate all your requested changes and communicate them to us via email within 24 hours of placing your order. After we have submitted your orderto the factory, we are unable to accommodate further changes.
Shipping
Yes, we do! We ship to customers all over the world.
If your country is not listed among our standard shipping destinations (North America, Europe, Russia, Australia, New Zealand, Japan, Singapore, or Taiwan), please reach out to us via email at [email protected]. Our team will assist you in arranging delivery to your country. You can also find comprehensive shipping information on our Shipping, Returns, and Store policy page.
Even if your country is not listed on our website, such as Japan, Singapore, or Mexico, we can still make delivery arrangements for you. For more information and assistance regarding delivery to your country, please contact [email protected].
For international shipments of full-size sex dolls from China, we primarily utilize UPS, known for their capability to manage large packages efficiently. For deliveries of in-stock dolls, customers can choose between UPS and FedEx, depending on availability and logistics. Typically, our brand warehouses collaborate with a single courier to minimize shipping expenses. For orders dispatched from our Belgium warehouse, FedEx is our courier of choice. Should you require specific information regarding the courier service for a particular in-stock doll, please reach out to our customer support team at [email protected].
We offer FREE worldwide shipping (on orders over $200 USD). However, for orders under $500 USD that include items from different doll makers, an additional shipping and handling fee is required due to the extra processing time needed, and we may not be able to ship all items in one package.
Duties and taxes are not included in our pricing and may be applied based on the customs regulations of the destination country. For detailed and updated information on shipping costs, duties, taxes, and other related matters, please visit our Shipping, Returns, and Store policy page.
Absolutely! Your privacy and confidentiality are important to us. We use durable, plain cardboard boxes with no identifiable labels or branding to ensure discreet packaging.
Once your doll is dispatched, you will receive an email with your tracking number. For custom orders, this typically occurs within 3 working days after shipment validation. For in-stock orders, you can expect to receive your tracking number within 3 working days after placing your order on My Robot Doll.
Delivery
Once your doll is dispatched, you will receive an email with your tracking number. For custom orders, this typically occurs within 3 working days after shipment validation. For in-stock orders, you can expect to receive your tracking number within 3 working days after placing your order on My Robot Doll.
The average delivery time depends on both shipping + production time. For in-stock dolls, the delivery time is equal to the shipping time, as the doll is already produced. For custom orders, TPE models typically require between 15 to 30 days, while silicone dolls may take 40 to 60 days to produce. You can find more details on our Shipping, Returns, and Store policy page. Detailed shipping time estimates for different destinations are provided below:
USA & Canada: 7 to 12 days
European Union: 5 to 10 weeks
UK, Switzerland, Norway: 10 to 15 days
Australia, Romania: 10 to 15 days (with additional shipping fees of $100 to $300)
Israel, Turkey, New Zealand: 10 to 25 days (with additional shipping fees of $100 to $300)
Chile, South Africa: 10 to 25 days (with average of $300 extra shipping fees)
Japan, Singapore, Taiwan: 5 to 8 days
Russia: 45 to 65 days
Yes. You can reschedule your delivery or redirect it to a pickup point through the official carrier websites:
FedEx: Hold at Location
UPS: Change Delivery
If you’re unsure how to do this, feel free to contact us for help.
⚠️ Important: Do not select a partner shop or third-party location, as they may refuse the package due to its size. Make sure to choose an official FedEx or UPS pickup location only.
Please note: Once the doll has been delivered to the pickup point, its handling and collection become your responsibility.
Generally, UPS and FedEx drivers do not contact recipients before delivery. We recommend tracking your package status online using the tracking number provided in your email notification. If you need further assistance, please reach out to our customer service at [email protected].
Please note that delivery scheduling must be handled directly by the recipient due to privacy policies and compliance regulations. Typically, we send shipment validation prior to dispatching your package. During this process, please communicate your availability to your corresponding customer service representative. They will arrange the most suitable dispatching time for your package.
In case of sudden unavailability after dispatch, you can directly contact FedEx or UPS customer service to arrange delivery at the nearest pickup center or reschedule for a more convenient date.
Payment & Billing
We use US Dollars (USD) as the primary currency for pricing. However, we accept payments in multiple currencies, including USD, EUR, GBP, CHF, NOK, CAD, AUD, DKK, SEK, SGD, CZK, and JPY.
To change the currency automatically across the entire website, simply use the white rectangle located at the top corner of your screen and select your preferred currency from the drop-down list. If you’d like to receive a quote in your local currency, feel free to contact us for assistance.
We offer a variety of payment methods including ACH/Wire/Bank Transfer, Mastercard, Apple Pay, PayPal, Visa, American Express, Maestro, iDeal and Google Pay. For more details on payment methods, please refer to the “Payment Methods” page on our website.
To streamline the payment process and minimize costs, we maintain local bank accounts in various currencies such as EUR, USD, AUD, GBP, SGD, and CAD. This allows for convenient and cost-effective bank transfers within your currency area.
For payments made in EUR, USD, AUD, GBP, or CAD via bank transfer, we offer a favorable exchange rate without any commission. Additionally, we accommodate payments in other currencies through Swift payment to our European bank account, ensuring flexibility for all customers.
Your credit card statement will display the billing as “Skylite SRL,” ensuring discretion and privacy regarding your purchase.
Avoiding Scams: Our Official Emails & Social Media
You’ll receive our monthly Newsletter and an invitation to join our exclusive community, reserved only for our clients. Our newsletter showcases the latest releases from My Robot Doll, client reviews, and fan pictures.
Yes. We fully comply with EU data privacy regulations. If you choose to opt out of our emails and promotional content, you will still receive important communications such as:
– Updates about your order.
– Responses to any inquiries you make.
What you will not receive:
– Promotions and special offers.
– Exclusive news and announcements.
– Access to our private community for clients.
If you wish to subscribe again in the future, simply contact us and we’ll manually add you back to our list for exclusive, curated doll content.
No, our Emails and Newsletter are open to everyone. However, our doll community is exclusive to our customers. To subscribe, simply enter your email address and name on this page.
You can unsubscribe from our newsletter at any time by clicking on the “unsubscribe” link found at the bottom of the newsletter. If you have any further questions or need assistance, please don’t hesitate to contact our Customer Care team at [email protected].
Receiving Your Doll
Please visit our dedicated guide here: How to Set Up Your Sex Doll. It includes step-by-step instructions, care tips, and safety recommendations to get you started.
To ensure your doll stays in great condition, regular cleaning is essential. For a full care guide, please visit our detailed page: How to Install, Maintain and Repair Your Sex Doll.
All our custom dolls are only shipped after the client’s final approval—you’ll know exactly what to expect, with no surprises upon delivery.
If, by any chance, something doesn’t match what you approved, please contact us immediately. If your doll is faulty and you selected default options:
– Record from the moment you open the box. Show the entire contents clearly.
– Take close-up, high-quality photos of any defects or damage.
– Contact us immediately upon receipt.
– Do not use or clean the doll.
– Keep it in original packaging.
We might offer:
A replacement doll, or Replacement parts, depending on the issue.
Visit our Returns and Cancelations page to learn more.
If the box or doll looks seriously damaged:
– Refuse delivery and file a claim with the shipping company.
If accepted, you won’t pay return fees.
If you already accepted the package:
– Take an unboxing video immediately.
– Report damage and file a claim with the shipper within 48 hours.
– Email us the case number.
We may offer:
– A replacement,
– Replacement parts, or
– A repair kit (you may be asked to perform the repair).
Visit our Returns and Cancelations page to learn more.
No. For sanitary reasons, we only accept returns of unused dolls.
“Unused” means:
– Not cleaned, powdered, or oiled.
– Not stained or altered.
– No sexual contact.
– Kept in original packaging.
Visit our Returns and Cancelations page to learn more.
Didn’t find the answers you were looking for in our faq?
Then feel free to reach out to our Customer Care Team using the [email protected] email. Led by Alice, our Team is available to assist you with any requests or questions you may have during the waiting period for your doll.