Store Policy

Payment Methods

Tangle Joy offers secure checkout options so you can choose the payment method that works best for you. Available payment methods may vary by country, device, currency, and checkout eligibility.

• Credit and debit cards: Visa, Mastercard, American Express, Discover, Diners Club, and other eligible card networks shown at checkout.
• Digital wallets: Apple Pay, Google Pay, Shop Pay, and PayPal may be available when supported by your browser, device, and region.
• Local payment methods: Options such as Bancontact may appear for eligible locations.
• Bank transfer: For large or custom orders, bank transfer may be available by request. Please contact service@tanglejoy.com before placing the order.

For security, Tangle Joy does not store your full card details. Payments are processed through secure payment gateways. Orders begin processing only after successful payment confirmation.

Order Status & Tracking

After you place an order, you will receive an order confirmation by email. If you do not see it, please check your spam or promotions folder first, then contact us if it still cannot be found.

Typical order stages

1. Order confirmation: Your payment is confirmed and your order details are received.
2. Processing: We review the order, product options, shipping information, and any custom details.
3. Production or preparation: In-stock items are prepared for shipment. Custom dolls enter factory production after order details are confirmed.
4. 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.
5. Shipping: Once dispatched, a tracking number will be emailed to you. Tracking may take a short time to update after the courier receives the package.
6. Delivered: Please inspect the package and product soon after delivery and contact us promptly if anything appears damaged, incorrect, or incomplete.

If you need an update before tracking becomes active, email service@tanglejoy.com with your order number.

Shipping & Delivery Policy

We offer discreet worldwide shipping from our available warehouse and supplier network, including Canada, the United States, and Europe. Delivery time depends on product availability, customization, destination country, courier handling, and customs processing.

Processing time

• In-stock dolls: Usually ship within 48 business hours after order confirmation.
• Custom TPE dolls: Estimated production time is usually 15-30 days.
• Custom silicone dolls: Estimated production time is usually 30-45 days.

Production and delivery estimates are not guaranteed because handmade products, factory workload, holidays, customs checks, and courier delays can affect timing.

Estimated delivery times after dispatch

• USA & Canada: 7-12 days
• European Union: 10-15 days
• UK, Switzerland, Norway: 10-15 days
• Australia: 10-15 days
• New Zealand: 10-25 days
• Japan, Singapore: 5-10 days

Tracking and discreet packaging

A tracking number is normally provided within 3 business days after dispatch. All orders are packed in plain, unmarked packaging. No brand name or explicit product description appears on the outside of the package.

Customs, duties, and import rules

Import duties, taxes, customs fees, or local inspection delays may apply depending on your country or region. These charges and import compliance responsibilities belong to the customer. If you are unsure whether your location allows import of adult products, please check local regulations before placing an order.

Order Issues

I did not receive an order confirmation email

Please check your spam, junk, and promotions folders first. If the email is still missing, the checkout may have used a different email address or the order may not have been completed. Contact us with the name, email address, phone number, and approximate order time used at checkout so we can help locate it.

Where is my package?

Once your order ships, use the tracking number in your shipping email. Tracking can take a short time to update after the courier receives the package. If tracking has not updated for several business days, contact us and we will help review the shipment status with the available carrier information.

I missed a delivery attempt

Please 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.

My package arrived damaged

Please take photos of the outer box, shipping label, inner packaging, and affected product area before discarding any packaging. Contact us as soon as possible at service@tanglejoy.com with your order number and photos so we can review the issue and help with the next step.

My package appears lost

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.

I received the wrong product

We check order details before shipment, and custom dolls may include pre-shipment confirmation photos when applicable. If you believe the delivered product does not match the confirmed order details, contact us promptly with your order number, photos of the received item, and photos of the packaging label. We will review the case and help resolve it.

I received an incomplete order

Some orders may ship in separate packages, especially if they include both dolls and accessories. If your order appears incomplete, check your shipping emails for more than one tracking number. If an item is still missing, contact us with photos of what you received, the inner packaging, and the packing materials so we can review the order.

What information should I send for order issues?

To speed up support, please include your order number, the email used at checkout, clear photos or video when relevant, the shipping label, and a short description of the problem. Please keep all packaging until the issue is reviewed.

Returns & Cancellations Policy

Due to the intimate nature of our products, Tangle Joy maintains strict hygiene and return standards. Please read this section carefully before placing an order.

Product categories covered by this policy

• Custom and made-to-order dolls: Dolls produced or prepared according to customer-selected specifications, options, or order details.
• In-stock dolls and accessories: Ready-to-ship items that have not been custom manufactured for a specific customer.

Order processing and production

Order processing begins after payment is confirmed. For custom dolls, production may begin after order details are reviewed and confirmed. Once materials are allocated or production begins, cancellation and refund options become limited because the item is being made or prepared for that specific order.

Eligibility for returns

Returns are accepted only if the item is unused, unopened, unmodified, and in its original packaging with all accessories and manuals included. Used, opened, cleaned, powdered, oiled, modified, or intimate products cannot be returned for hygiene reasons.

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.

Return window

Return requests for eligible unopened items must be made within 7 days of receipt. Items sent back without prior approval may not be accepted.

Return process

1. Contact service@tanglejoy.com with your order number, reason for return, and clear photos or video if relevant.
2. If approved, we will provide return authorization and return instructions.
3. The customer is responsible for return shipping costs unless the product is confirmed defective or incorrect.
4. Refunds are issued within 3-5 business days after the returned item is received and inspected.

Order cancellations

• Within 24 hours of payment: A full refund may be available 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. We will review the order status before confirming any cancellation option.
• After production begins: Custom and made-to-order dolls generally cannot be canceled because materials and production work are allocated specifically for that order.
• After shipment: Cancellation is no longer possible. If the item arrives damaged, defective, incorrect, or incomplete, please follow the order issue process above.

Damaged, defective, incorrect, or specification mismatch

If your product arrives damaged, defective, incorrect, or materially different from the confirmed order details, contact us promptly with photos or video and your order number. We will review the case and determine whether replacement parts, repair guidance, store credit, replacement, refund, or another reasonable solution applies.

Refund timing

Approved refunds are issued back to the original payment method when possible. After a returned item is received and inspected, refunds are normally processed within 3-5 business days. Your bank or payment provider may require additional time to post the funds.

Contact

If you need help with payment, tracking, delivery, order issues, returns, or product questions, please contact us:

Email: service@tanglejoy.com

Location: Toronto, ON, Canada