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 journey with Tangle Joy is a seamless, step-by-step experience:
- Configure or Select: For a custom-built doll, explore our personalization options. If you select an in-stock doll from our US or EU warehouses, please note that all configurations are preset and no options can be changed.
Our team is here to assist with any questions you may have. - Pay Securely: Choose from multiple payment options, including PayPal, Credit/Debit Cards, Shop Pay, Google Pay and Apple Pay.
- We Craft or Prepare It: Custom dolls are handcrafted in 1-3 weeks. Warehouse stock items are processed for immediate shipping.
- You Approve It: For custom dolls, we send you photos for your final confirmation before shipping.
- We Ship It – Completely Worry-Free:
Receive your tracking details. Delivery typically takes 7-12 business days. Best of all, we cover all shipping and customs-related costs. There are no hidden fees – you can simply wait for your delivery to arrive! - Enjoy & Care: Love your doll? Leave a review! Need help with care or have a concern? Our support team is ready to assist.
We are committed to ensuring your complete satisfaction at every stage.
What is the availability of customer service?
What is the availability of customer service?
Contact Our Customer Service Team
- Email: service@tanglejoy.com
- Hours: Mon - Fri, 8:00 AM - 6:00 PM CET (2:00 AM - 12:00 PM ET)
- Response Time: We aim to reply to all inquiries within one business day.
How do you ensure quality and safety?
How do you ensure quality and safety?
Absolutely. 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?
Yes, you can order with confidence. In most Western countries, it is legal to import and own realistic adult dolls. All Tangle Joy products are discreetly packaged and shipped in accordance with standard international shipping regulations to ensure they clear customs without issue. We stand behind the legitimacy of every product we sell.
Orders & Purchases
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
How do I cancel or edit an order?
How do I cancel or edit an order?
You have 24 hours after placing your order to cancel or make changes. A cancellation fee of $100 + 7% of your order total will apply if you cancel within this period. We will refund the remaining amount to your original payment method.
To ensure timely delivery, we begin production immediately after this 24-hour window. Once manufacturing has started or your order has been shipped, we cannot accept any cancellations. Please review your order carefully.
Do you offer custom-made dolls?
Do you offer custom-made dolls?
Yes. We offer full customization for most brands — including body type, head, skin tone, eyes, hair, and more. After production, customers receive factory confirmation photos before shipment to ensure satisfaction.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
Returns & Exchange
What is your policy on returning a used doll?
What is your policy on returning a used doll?
For health and safety reasons, we cannot accept returns on dolls that have been used. Returns are only permitted for items that are in new, unused condition.
To be considered "unused," the doll must:
- Remain in its original, unaltered packaging.
- Show no signs of cleaning, powdering, or oiling.
- Have no stains, marks, or modifications of any kind.
- Not have been used for sexual contact.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
What should I do if my package or doll arrives damaged?
What should I do if my package or doll arrives damaged?
Please follow these steps immediately. How you proceed depends on whether you've accepted the delivery.
- At Delivery (Package is Damaged):Refuse the delivery. This is the fastest way to resolve the issue.File a damage claim directly with the shipping carrier (UPS/FedEx).Note: If you refuse delivery, you will not be responsible for any return shipping fees.
- After Accepting the Package (Discover Damage Later):Take a video of the unboxing process, showing the package condition and all damage clearly.Report the damage to the shipping carrier and file a claim within 48 hours of delivery.Email us the carrier's claim number and your video.
Once we receive the claim details, we will work with you on a solution, which may include sending replacement parts, a repair kit, or arranging for a replacement doll.
What if I receive a faulty doll or one that doesn't match my approval?
What if I receive a faulty doll or one that doesn't match my approval?
We have different processes depending on your order type, as all custom dolls are shipped only after your final photo/video approval.
- For Custom Dolls (Approved Before Shipping):
If the doll you receive does not match the final specifications you approved, please contact us immediately with supporting photos or video. We will resolve this promptly at no cost to you. - For Dolls with Standard/Default Options:
If you suspect a manufacturing defect, please follow these steps right away:
- Document: Before touching the doll, record an unboxing video showing all contents. Take clear, close-up photos of any specific defects.
- Do Not Use: Please do not use, clean, or alter the doll in any way.Repackage: Keep all original packaging and materials.
- Contact Us: Email us immediately with your documentation, order number, and a description of the issue.
- Resolution: After our assessment, we will offer the most appropriate solution, which may include sending replacement parts, a repair kit, or arranging for a full replacement.
Shipping & Tracking
What is the estimated delivery timeline for my order?
What is the estimated delivery timeline for my order?
You will receive a tracking number via email once your doll is dispatched. The timeline for delivery depends on your order type and destination:
For In-Stock Orders: Tracking is typically provided within 3 working days after purchase. Delivery time depends solely on shipping to your location.
For Custom Orders: Tracking is sent within 3 working days after your order passes shipment validation. Production time varies by material:
TPE Dolls: 10–15 days production
Silicone Dolls: 20–30 days production
After production, please allow the following estimated shipping times based on your region:
- USA & Canada: 7–12 days
- European Union: 5–10 weeks
- UK, Switzerland, Norway: 10–15 days
- Australia, Romania: 10–15 days
- Israel, Turkey, New Zealand: 10–25 days
- Chile, South Africa: 10–25 days
- Japan, Singapore, Taiwan: 5–8 days
- Russia: 45–65 days
Total delivery time = production time (if custom) + shipping time.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
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?
Yes, you can have your doll delivered to a pickup point.
On the checkout page:
- Enter the address of an official UPS or FedEx location as your delivery address.
- Specify your chosen carrier (UPS or FedEx) in the order notes.
⚠️ Crucial Reminder: To ensure a successful delivery, select only an official carrier-operated location (like a UPS Store or FedEx Office). Please avoid third-party partner shops (e.g., convenience stores), as they often cannot accept large packages.
Please note: Once the doll is delivered to the pickup point, you are responsible for its timely collection and handling.
Can I schedule a specific delivery date for my order if I will be unavailable?
Can I schedule a specific delivery date for my order if I will be unavailable?
While we cannot schedule deliveries on your behalf due to privacy policies and compliance regulations, you can take the following steps to coordinate delivery around your availability:
Before Dispatch: We send a shipment validation notice prior to dispatching your order. Please inform your customer service representative of your preferred shipping window at that time, and we will do our best to dispatch your package accordingly.
After Dispatch: Once the package is shipped and you have your tracking number, you can contact the carrier directly (such as FedEx or UPS) to:
- Reschedule the delivery for a more convenient date.
- Redirect the package to a nearby pickup location for you to collect at your convenience.
We recommend being proactive in communicating your availability during the shipment validation phase to help avoid delivery complications.