配送資訊
This Shipping & Returns Policy explains how we process orders, handle shipping, and manage returns or exchanges for purchases made on DarumaFamily.com, operated by Matleoz Holdings Inc.
Shipping Carriers
All orders are shipped using UPS, FedEx, DHL or other trusted carriers. Tracking information will be provided once your order is shipped.
Processing Time
- Standard Dolls (Non-Customized, no voice recordings downloaded): Ships within 15 business days at our initial launch date,
- Customized Dolls (with voice recordings downloaded*): Ships within 15–20 business days at our initial launch date,
- Pre-Orders (AI-enabled dolls): Estimated delivery dates are shown at checkout and are subject to change. You'll receive updates via email.
If you purchase a doll with a custom voice recording:
- You will receive an email from us confirming your order and providing information on final submission deadline for submitting your voice message file.
- Our staff will download your recording onto your doll before shipment.
- If we do not receive your voice file by the deadline, your doll will not be shipped until:
1. You send us the recording, OR
2. You provide written instructions to ship the doll without the voice message.
This ensures every customized doll arrives exactly as intended, preserving the gift's personal touch.
Shipping within United States, the costs are calculated at checkout based on destination, weight, and selected carrier.
We currently ship out through our Mexico office and office in Hong Kong. All international customers are responsible for any customs duties, taxes, or import fees.
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