What Happens After You Order from Tangle Joy?

Placing an order is only the beginning. Whether you choose an in-stock doll or a custom configuration, you should know what happens next, when to expect updates, and how to get help along the way.

This guide explains the Tangle Joy order process—from your confirmation email to delivery and after-sales support.

1. You Receive Your Order Confirmation

After checkout, you’ll receive an order confirmation email with your purchase details.

Take a moment to check your:

• Selected product and options
• Shipping address
• Contact email
• Order number

Keep this email for reference. Your order number helps our support team locate your purchase when you have a question.

If you notice an error, contact service@tanglejoy.com as soon as possible. Changes may become more difficult once preparation or production has started, so please wait for confirmation before assuming a requested change has been accepted.

Can’t find your confirmation? Check your spam, junk, or promotions folder first. If it still hasn’t arrived, contact us so we can help.

An example of a Tangle Joy order confirmation email. Customer details and order access information have been removed.

2. We Review Your Order Details

Once payment is confirmed, we review your order, including the selected configuration, shipping information, and any custom requirements.

For custom orders, clear specifications matter. If there is anything you are unsure about, contact us early rather than waiting until production is underway.

If you need delivery by a particular date, please ask us about feasibility. Production and shipping estimates should not be treated as guaranteed arrival dates.

3. Your Doll Is Prepared or Enters Production

The next step depends on whether you ordered an in-stock doll or a custom doll.

In-stock orders

In-stock dolls are prepared for dispatch after order confirmation. Our current policy lists a usual dispatch timeframe of 48 business hours.

Dispatch means the order is being sent out; it does not mean the package will arrive within that period.

Custom orders

Custom dolls enter factory production after the order details are confirmed. Our current estimated production times are:

These estimates cover production, with shipping time added afterward. Factory workload, holidays, and the requirements of an individual order can affect timing.

For the latest information, please refer to our Shipping & Delivery Policy or contact us about your specific order.

4. Custom Orders Receive Factory Photos Before Shipping

For every custom doll order, we send factory photos for your approval before shipment.

This gives you an opportunity to compare the finished doll’s visible details with your confirmed specifications. Depending on your configuration and the photos provided, useful things to review include:

• The selected head and overall appearance
• Visible configuration details
• Any specific features you previously confirmed with us

Compare the photos with your order details, and let us know if something appears different or unclear. If you need a closer view of a particular detail, ask before approving shipment.

Lighting, camera settings, and screen displays can affect how colors appear. Photos also cannot confirm every aspect of a product’s condition or function. They provide a visual review before shipping, followed by your own inspection after delivery.

Factory photo previews help customers review visible details. Order information and body images have been obscured for public display.

An example of a Tangle Joy factory photo notification email. Customer details and the private photo link have been removed.

5. Your Order Ships and You Receive Tracking Information

Once your order is dispatched, we email your tracking information. Our current policy states that tracking is normally provided within three business days after dispatch.

A newly issued tracking number may not show movement immediately. There can be a gap between label creation, collection, and the courier’s first scan.

If tracking remains unchanged for several business days, contact us with your order number and tracking number so we can help review the shipment status.

Delivery timing varies by destination, dispatch location, courier handling, and customs processing. Please check our Store Policy & Help Center for current estimates and destination-related information.

6. Your Order Arrives in Discreet Packaging

Privacy matters when receiving a personal purchase. Tangle Joy’s current shipping policy states that orders use plain, unmarked packaging, without a brand name or explicit product description on the outside.

Shipping labels and any required customs documents still serve their normal delivery and declaration purposes. If you have specific questions about delivery to your address, please contact us before ordering.

Once your package is on its way, monitor the courier’s tracking updates. If you miss a delivery attempt, follow the carrier’s instructions promptly to arrange collection or another delivery.

Examples of exterior packaging and internal protection. Images enhanced for presentation. Packaging may vary by product and dispatch location.

7. Check Your Delivery and Keep the Packaging

After delivery, inspect the outer box and carefully check the contents.

We recommend checking:

• Whether the outer packaging shows visible damage
• Whether the product matches your confirmed order
• Whether the included accessories are present
• Whether anything appears damaged, incorrect, or incomplete

Keep the packaging while you complete your inspection.

If you find an issue, take clear photos of the outer box, shipping label, inner packaging, and the affected area. Send them to service@tanglejoy.com with your order number and a short explanation.

Providing these details helps us understand what happened and review the appropriate next steps. Returns, cancellations, and order issues are handled according to our published policies.

For damaged, defective, incorrect, or materially different items, please contact us within 48 hours of delivery, before using the product, as outlined in our Returns & Cancellations Policy.

8. Contact Us Whenever You Need an Update

You can contact our support team before dispatch, while your order is in transit, or after delivery.

To help us respond efficiently, include:

• Your order number
• The email address used at checkout
• Your question or a description of the issue
• Relevant photos, if applicable

Please never send your full payment card details by email.

If you are waiting for a custom order and do not yet have a tracking number, you can still contact us for an update. Tracking begins at the shipping stage; it does not cover the earlier production process.

Frequently Asked Questions

Does the production estimate include shipping?

No. Custom production and shipping are separate stages. Allow time for production, photo review, dispatch, and delivery.

Will I receive factory photos for an in-stock doll?

Our published factory photo confirmation process applies to custom doll orders. If you would like additional photos of an in-stock item, ask us about availability before purchasing.

Can I change my order after checkout?

Contact us as soon as possible. Whether a change is possible depends on the product and how far preparation or production has progressed. A request is only confirmed once our team has accepted it.

Why is my tracking number not updating?

The courier may not have completed its first scan yet. If tracking remains unchanged for several business days, send us your order and tracking numbers so we can help review it.

What should I do if my order arrives damaged or incomplete?

Keep the packaging, document the issue with clear photos, and contact us promptly. Include your order number so we can review the problem against your purchase details.

Have a Question About Your Order?

Email service@tanglejoy.com with your order number, or visit our Store Policy & Help Center for information about shipping, tracking, cancellations, and order issues.

If you are still deciding what to order, you are welcome to contact us first to clarify the configuration and delivery process.