Tangle Joy Information
Who is Tangle Joy?
Who is Tangle Joy?
Founded in 2024, Tangle Joy is a Canadian company dedicated to providing premium customer service. We are committed to guiding you in finding the perfect companion tailored to your needs. Learn more about our story and values on our About Us page.
Why Choose Tangle Joy?
Why Choose Tangle Joy?
Tangle Joy is a premier international vendor specializing in authentic TPE and silicone love dolls. As an officially authorized retailer, we partner directly with leading manufacturers. Our authorization certificates are available for your review, providing complete peace of mind about the authenticity of every doll.
Every branded doll purchased from TangleJoy.com is 100% genuine. For manufacturers that do not issue certificates, we ensure transparency by enabling order tracking directly from the original factory. We guarantee: no counterfeits, no compromises.
Our mission is to provide an unparalleled shopping experience by offering high-quality, affordable dolls backed by exceptional customer service. As a leading global site, we boast a diverse collection to satisfy a wide range of tastes. All our lifelike dolls are crafted from body-safe, medical-grade TPE or silicone, and we offer extensive customization options to bring your vision to life.
Explore our collections and discover your perfect doll at Tangle Joy.
What is the order process?
What is the order process?
Your order moves through a clear step-by-step process:
- Order confirmation: Your payment is confirmed and your order details are received.
- Processing: We review product options, shipping information, and any custom requirements.
- Production or preparation: In-stock items are prepared for shipment. Custom dolls enter factory production after details are confirmed.
- Photo confirmation when applicable: For custom dolls, confirmation photos may be provided before shipment so you can review the finished product against the agreed specifications.
- Shipping: Once dispatched, your tracking number will be emailed to you. Tracking may take a short time to update after the courier receives the package.
- Delivery and support: Please inspect the package and product soon after delivery and contact us promptly if anything appears damaged, incorrect, or incomplete.
What is the availability of customer service?
What is the availability of customer service?
For payment, order, shipping, return, or product questions, email service@tanglejoy.com. Please include your order number or product link when relevant. We aim to reply as quickly as possible, usually within one business day.
How do you ensure quality and safety?
How do you ensure quality and safety?
Your safety and satisfaction are our top priorities. The dolls are crafted from fully certified, body-safe TPE and platinum silicone that are not only hypoallergenic and eco-friendly but also deliver an unbelievably realistic feel. Supported by a high-quality metal skeleton, they offer both flexible posing and long-lasting durability. We have meticulously chosen every material to ensure a premium, safe, and truly immersive experience.
Are sex dolls legal to import, and will my order pass through customs?
Are sex dolls legal to import, and will my order pass through customs?
Adult dolls are legal to import in many locations, but rules can vary by country, state, province, or local jurisdiction. Tangle Joy ships discreetly, but customers are responsible for checking local import rules, duties, taxes, and restrictions before placing an order.
Payment Methods
What payment methods does Tangle Joy accept?
What payment methods does Tangle Joy accept?
We accept major credit and debit cards, including Visa, Mastercard, American Express, Discover, Diners Club, and other eligible card networks shown at checkout. Depending on your region and device, Apple Pay, Google Pay, Shop Pay, PayPal, and local payment options such as Bancontact may also be available.
Can I pay by bank transfer?
Can I pay by bank transfer?
Bank transfer may be available for large or custom orders by request. Please contact service@tanglejoy.com before placing the order so we can confirm the best option for your situation.
Is my payment information secure?
Is my payment information secure?
Import duties, taxes, customs fees, or local inspection delays may apply depending on your location. These charges and import compliance responsibilities belong to the customer. Please check local regulations before ordering adult products.
Order Status & Tracking
How can I track my order?
How can I track my order?
Once your order ships, we will email you a tracking number. A tracking number is normally provided within 3 business days after dispatch. Tracking may take a short time to update after the courier receives the package. If you need help before tracking becomes active, email us with your order number.
Will I receive photos before my custom doll ships?
Will I receive photos before my custom doll ships?
For custom dolls, confirmation photos may be provided before shipment when applicable. This helps you review the finished doll against the agreed specifications before it is dispatched.
Shipping
How quickly do you ship?
How quickly do you ship?
In-stock dolls usually ship within 48 business hours after order confirmation. Custom TPE dolls usually require 15-30 days of production, while custom silicone dolls usually require 30-45 days. These are estimates and may vary due to factory workload, holidays, product complexity, and quality checks.
How long does delivery take after dispatch?
How long does delivery take after dispatch?
Delivery time depends on the destination, courier, and customs processing. Typical estimates include 7-12 days for the USA and Canada; 10-15 days for the European Union, UK, Switzerland, Norway, and Australia; 10-25 days for New Zealand; 5-8 days for Japan, Singapore.
Can I have my order delivered to a UPS or FedEx pickup location?
Can I have my order delivered to a UPS or FedEx pickup location?
Delivery to a UPS, FedEx, or other carrier pickup location may be possible if the location can accept large packages. Please use an official carrier-operated location and confirm pickup rules before ordering. Once the package is delivered to the pickup point, the customer is responsible for collection.
Is shipping discreet?
Is shipping discreet?
Yes. Orders are shipped in plain, unmarked packaging. No brand name or explicit product description appears on the outside of the package.
Who pays customs duties or import taxes?
Who pays customs duties or import taxes?
Import duties, taxes, customs fees, or local inspection delays may apply depending on your location. These charges and import compliance responsibilities belong to the customer. Please check local regulations before ordering adult products.
What should I do if I miss a delivery attempt?
What should I do if I miss a delivery attempt?
Contact the courier as soon as possible using the tracking page, email notification, or delivery notice. Missed deliveries may be held at a local facility for pickup or rescheduling before being returned. If you cannot reach the courier or the package is at risk of being returned, contact us promptly with your order number and tracking number.
Order Issues
I did not receive an order confirmation email. What should I do?
I did not receive an order confirmation email. What should I do?
Please check your spam or promotions folder first. If the email is still missing, contact us with the name, email address, phone number, and approximate order time used at checkout.
What should I do if tracking does not update?
What should I do if tracking does not update?
Tracking can take time to update after dispatch. If there has been no movement for several business days, contact us with your order number and we will help review the shipment status.
What if my package appears lost?
What if my package appears lost?
While it is rare, If the tracking page shows no movement for an unusual period or the courier confirms the parcel may be lost, contact us with your order number and tracking number. We will review the shipment with the available carrier information and work toward a reasonable solution based on the confirmed status of the package.
What if my package arrives damaged?
What if my package arrives damaged?
Please take photos of the outer box, shipping label, inner packaging, and affected product area before discarding any packaging. Email the photos and your order number toservice@tanglejoy.comas soon as possible.
What if I received the wrong product?
What if I received the wrong product?
Please keep the product unused and contact us promptly with your order number, photos of the product, shipping label, outer box, and packing materials. We will compare the delivered item with the confirmed order details and review the best solution.
I received an incomplete order. What should I do?
I received an incomplete order. What should I do?
Some orders may ship in separate packages, especially when they include both dolls and accessories. If something appears missing, contact us with your order number, photos of what you received, the shipping label, outer box, and packing materials so we can review the issue.
Returns & Refunds
Can I return a doll?
Can I return a doll?
Due to the intimate nature of our products, returns are accepted only if the item is unused, unopened, unmodified, and in its original packaging with all accessories and manuals included. Used or opened dolls cannot be returned for hygiene reasons.
How long do I have to request a return?
How long do I have to request a return?
Return requests must be made within 7 days of receipt. Items sent back without prior approval may not be accepted.
Can I cancel my order?
Can I cancel my order?
Orders canceled within 24 hours of payment may qualify for a full refund if production, packing, or shipment has not started. After 24 hours but before shipment, cancellation may still be possible in some cases, but production or preparation costs may already have been incurred. Custom and made-to-order dolls generally cannot be canceled once production begins. After shipment, cancellation is no longer possible.
Can custom or made-to-order dolls be returned?
Can custom or made-to-order dolls be returned?
Custom and made-to-order dolls cannot be returned or refunded simply because a customer changes their mind after production has started, unless there is a confirmed defect, shipping damage, or order discrepancy.
How do I start a return or refund request?
How do I start a return or refund request?
Emailservice@tanglejoy.comwith your order number, reason for the request, and clear photos or video if relevant. Items sent back without prior approval may not be accepted. If a return is approved, we will provide return authorization and instructions.
How long do refunds take?
How long do refunds take?
Approved refunds are issued within 3-5 business days after the returned item is received and inspected. Your bank or payment provider may need additional time to post the refund.
Collapsible tab heading
Collapsible tab heading
Fill in the text content of the collapsible item here. You can provide details and explanation for the question here.
Product & Material Questions
What materials are your dolls made from?
What materials are your dolls made from?
Tangle Joy dolls are made from premium TPE or silicone. TPE is softer and more elastic, while silicone is more durable, detailed, and easier to maintain. Product material is listed on each product page.
Are your products authentic?
Are your products authentic?
We work with recognized doll brands and supplier partners to provide authentic products. If you have questions about a specific brand or model, contact us before ordering.
How do I contact customer support?
How do I contact customer support?
Emailservice@tanglejoy.comwith your order number, product link, or question. Our support team will help with product selection, payment, tracking, shipping issues, and after-sale support.